Discussions

Hi Dev Team,

I just got access to Phone Agent today and have been very excited to dive in and develop my agent but I am looking for some clarification on a few points of confusion that have come up so far. I'll try to be as specific as possible:

• According to the "after hours" agent settings it appears that there is an option under the Quotes and Service Requests as well as a few other places like for the agent to book a new appointment if a caller indicates that want to do so, but when I test the agent it informs me that it doesn't have access to the calendar. So my question is, can the after hours agent access the calendar/dispatch board to provide specific existing booking information to a caller, and does the agent have access to the schedule/dispatch board in order to book new a new appointment?
• Does the "business hours" agent have the above capabilities? I'm not yet on the plan that supports that agent and the agent having the ability to access the dispatch board/calendar to provide existing job information and also be able to schedule new appointments is a deciding factor on if I'll upgrade my plan or not.

I have many more questions, but if you could help me out with those 2 first, it would help me quite a bit.

Thanks,

Tony