It is therefore less practical than a CRM which opens the contact's file with all its history, etc."

This was your response:

"Regarding Twilio integration, we route incoming calls through Twilio to the assigned agent's phone number, ensuring that each lead is connected with their assigned agent. If an agent is not logged into the app or has a poor internet connection, they may miss the call, potentially resulting in a lost sale or missed opportunity."

I personally think that one of the reasons why we use systems like this is to be able to be disconnected from work when is time to do it.

When using this feature we are tied to the mobile phone 24/7 which is unrealistic since, as I said, we all need personal time and your co-workers aren't your slaves and need time off as well 😜

Are you planning to make incoming calls to ring on desktop app or mobile app only instead of user's mobile phone? I guess user may have the option to have the call forwarded to their mobile phone (if option is activated) when call is not answer or when away from desk, but I really think this should be an option to be selected by user for the time they want to have it activated.

Also, not sure how it works with overseas CSR as their number is not an US number.

Waiting for your reply.

Thank you