When an inbound call comes in to the dialer and the user is ready to disposition the inbound call, we'll switch the button set to be the one that was most recently used to call the contact. If we can't find that contact, or they haven't been called yet, we'll just leave the set as is.
The problem we're solving (Example)
- Annie the agent spends all morning calling on behalf of her client Acme Inc to set appointments
- In the afternoon, Annie starts calling on behalf of her other client, Vandelay Industries
- While in a dial session for her Vandelay industries client, she gets a call back from one of her Acme Inc contacts
- Prior to this update, Annie would have had to use the disposition set for Vandelay Industries
This update will allow Annie to disposition her Acme Inc callback using the appropriate disposition set / business logic, leading to better workflow and improved outcomes.