I hosted a training course last week where I covered the basics of Voice with a group within our organization. Below are a few questions I didn't have great answers to that I was hoping might be answered on #DSOfficeHours:
- How does data storage come into play when thinking about the volume of conversation transcripts and call recordings? Where are these stored?
- When a call is transferred to another agent, is the behavior such that a new Voice Call Record is created and the previous one captures the call end date/time when the first agent drops? I see the InvokeTelephonyIntegrationApiFunction has a methodName of createTransferVC. Curious if there is documentation I should be reviewing about how to properly use that in the Contact Flow. But if the transfer is initiated by an agent in the CCP, I'm not sure I understand how this would work.
- What has been the experience for lead time for clients to port their desired phone numbers in preparation for a new call center? Our previous experience with SMS and Marketing Cloud often had long lead times that could delay go-lives for weeks.
Thanks for the help!
9 respostas
@Larry Hall are you able to answer @Ryan Mah's question: Do you know how much S3 storage SCV comes with? Thank you!
