unfortunately, when you page or intercom to a ring group, it only sends the audio, but it does not allow the receivers to talk back. Suggestion: develop a “two-way paging” feature for ring groups so when someone pages a ring group, everyone can hear the page and have the option to respond immediately (either individually…
After trying to get the "Period announcement message" to trigger, I called support to find out why it wasn't working. I was informed that the message is only played when there are 3 or more callers in the queue. This setting should be controlled so that Admins can adjust for their circumstances. In my case, I need it to…
I'd like to propose implementing an automatic logout feature that would log agents out of queues on configured schedules. This functionality would ensure agents are automatically disconnected at the end of their scheduled shifts, eliminating the need for manual intervention. Currently, the absence of this feature is…
Most, if not all, phone systems, cloud or on-prem, have the ability to setup Call Pickup Groups. Adding this feature would make it a whole lot easier for users to pickup calls by not having to work out which phone is ringing, they simply dial the * code to pickup calls for anyone in the same Call Pickup Group. The other…
Can we please add the source of a missed call into the call info panel in the phone window (direct vs queue). When a queue call comes in, it shows the name of the queue in the dial window, but it does not show the name of the queue in the missed calls window. Currently there is no way of differentiating a missed direct…
Hi, I notice the Supervisor Dashboard does not show the Name of an external caller in the 'Agents' or 'Callers' tab when there is an inbound or outbound call to or from a Shared Contact. We know the system has resolved the name with a number from the Shared Contacts because Agents see the name of the caller in their…
Provide a way for the analytics phone call reporting data to be sent via a scheduled email. Or make it available using the API. We need to use this data in our in house reporting dashboard.
When a call is missed in a call queue, it is added to the missed call list in the Supervisor Dashboard (under Callers - Missed Calls). That number can then be added to an outbound queue to be called back by an agent. However, it is common that a caller will abandon the queue and then call back themselves and speak with…
It is currently not possible for an agent to end their wrap up time manually after a queue call has been handled when using the mobile app. They must wait until the end of the wrap up time to be returned to the queue. The functionality works well on the desktop app, with the End wrap up time button appearing after a call.
When messages to a shared number are responded to each user only sees that the number (or themselves) is who responded to the text. Makes it tricky to try and figure out who picked up the conversation. EX. when viewing out going messages it would show time sent and user that sent message.
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