Duplicate Outbound Call Warning

I just spoke with Kristina at University Kia. She requested a feature that she previously used in Car Wars that could be valuable for our platform.

Feature Summary:

• When a BDC agent uses Click-to-Call in their CRM (eLead in this case), the system should check if that customer was already called by any agent at the dealership within the past 2 hours.

• If a match is found, a pop-up warning should appear on the agent’s computer before the call is placed.

• The pop-up should say something like:
  "This customer has been called within the last 2 hours. Are you sure you want to call again?"

• The agent must then manually confirm by clicking “Yes” before the call proceeds. If they click “No,” the call is cancelled.

Purpose of the Feature:

• Prevent multiple BDC agents from calling the same customer in a short window, which can frustrate or annoy customers.

• Reduce the likelihood of dealership complaints about over-contacting leads.

• Improve customer experience and preserve appointment opportunities.

Functional Requirements:

1. Data Check:

   • The system should check the call history (both inbound and outbound logs) for the dealership.

   • Match based on phone number (normalized format) regardless of which agent made the call.

2. Time Frame:

   • The “duplicate call” detection window should be adjustable, but default to 2 hours.

3. Trigger Point:

   • The pop-up warning must trigger before the outbound call is initiated when using Click-to-Call.

4. UI Behavior:

   • Pop-up with clear warning message and Yes/No buttons.

   • If “Yes” is clicked → proceed with the call.

   • If “No” is clicked → cancel the call attempt.

5. CRM Integration Considerations:

   • Needs to integrate with the dealership’s CRM (in this case, eLead) in real time to pull recent call data and inject the pop-up into the Click-to-Call workflow.

   • Should work regardless of whether the prior call was made from the same agent’s account.

Example Flow:

1. Agent clicks on a customer’s phone number in CRM → Click-to-Call initiated.

2. System checks if that number was called within the last 2 hours by anyone at the store.

3. If yes → Pop-up appears: "This customer was called at [time] by [agent]. Are you sure you want to call again?"

4. Agent selects:

   • Yes → Call is placed as normal.

   • No → Call is cancelled, agent remains in CRM view.