The ability for Supervisors to assign abandoned calls to Agents for call backs is one of our most used call centre enhancements. Previously this required the customer to be running an instance of Unity Wallboard, which acted as a proxy in capturing the CLI of abandoned calls, along with date/time stamp and the call center called, and storing in the Unity Cloud from where it is retrieved in the “Abandoned Calls” tab in Unity.

That’s all changed and now this functionality can be configured directly in the Unity portal.