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Phone & Messaging

Phone & Messaging

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9 results found

  1. Bring call queue management into the app. It's frustrating to move back and forth between the app and the web page, especially on a mobile device. calling from the web page does not work, nor does listening to the voicemail.

    13 votes

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  2. Adding this function would save an immense amount of time when a new agent is added to the system. At the moment, when I add a new user, I have to manually go in to each queue and add the new user via the Call Handling & Members sub-menu. We have over 80 queues (and counting) and this is extremely time consuming, especially if I have more than one agent starting at any given time, which is going to be taking place in the near future.

    19 votes

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  3. In order to reduce missed calls in call queues, an option for clients to push '1' for a callback but keep their place in line is needed.

    62 votes

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  4. We'd like the option that if no reps are available to take a customer call, that the user simply be told that no reps are currently available and to try again later. Currently, that message is ONLY available if the queue (min 5 callers) is full. We need the ability to have this message if literally no one is available regardless if they are the only customer in the queue.

    39 votes

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  5. Call Queue Position when customer is waiting, it should say there are 2 callers ahead or 1 or 5 callers ahead.

    40 votes

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  6. Callers wishing to leave a message rather than wait on hold would improve the customer service level. This is a global request and expectation.

    24 votes

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  7. In the Call Queue Wait Settings, there is a setting called "When members are available, but no members answer or all members are busy or unavailable" with a drop down, but the only option in the drop-down is to wait (then there is a subsequent option whether to wait for primary members or primary & overflow members).Today we had a fire drill, so all of the call queue members went offline, but callers just stayed in the queue until they hit their maximum caller wait time and got disconnected. This is a poor user experience. We would prefer to have…

    11 votes

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  8. We need to be able to have the option to forward voicemails to call queues like we have the option to with other users.

    15 votes

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  9. Make a way to see what queues the agents are in from the service portal.

    5 votes

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