Phase 2 brings the three features customers asked for most, plus a cleaner dialer and a fix for duplicate call logs.
Conference calls
Add internal and external participants to a live call from the dialer. Everyone on the call gets real-time status alerts: initiated, connected, on hold, ended, failed.
AI call summary and speech-to-text notes
When a call ends, a summary is written to the record with the date, time and agent name. Speech-to-text notes carry timestamps. If the caller says their name, the record name can update automatically.
CTI settings and module selection
API Key SID, API Secret, TwiML ID and phone number now live on one page, and incoming and outgoing calls can log to different modules.
Left out on purpose: automatic outbound voicemail drops and sentiment scoring. Both are on the list; neither was ready to ship at the quality we wanted.