I have a client who does Insurance Business. I'm rolling out Rainbow Enterprise licenses to their call centre operations. They are using an OXO for their telephony, they are not using the ACD engine only hunt groups. I'm going to replace the Alcatel Lucent 4029 desk phones with Rainbow Enterprise licenses using the VoIP Computer clients on their windows desktops. There is a webrtc gateway in place and networked, this all works.
However a requirement for this solution is to play previous recorded conversations, stored as audio files on their desktop PC. In a situation where there is disputes with policies with their clients, the agent wants to be able to play a previouse audio file for resolution disputes, this does not work. If you start playing the audio file on the PC, the agent can hear it from their end, but is muted to the client.
What I request is some type of an inclusive audio driver in Rainbow desktop app to allow audio files on the desktop to be played over the open channel between the Rainbow user (agent) and the connected party (client).
Can we have this feature?
This will be great enhancement and selling point for Rainbow enterprise service plans to our clients for use in call centre businesses, conference calls and many other situations.
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