We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but curre...
Callback feature: add the ability for caller to record their name/message for support call back feature
When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is compl...
Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove ...
Due to PCI compliance, many vendors request the call recordings be encrypted. Would like to have an option to encrypt and add a key like pgp so call recordings can be encrypted before delivery to SFTP site.
Don't change the supervisor state when the supervisor monitor or listing in a call for their agent
We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state
Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice
Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.
Add the date into the Chat streams in Agent view. Currently it only displays time.
In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.