86 results found

1. To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.

   When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to open additional Salesforce browser tabs to complete different functions within SalesForce (ex: A customer record, a Gantt chart, an inventory record, Geo Portal, and potentially others)This was not an issue with the “Classic” Dialer However, with the “Lightning” dialer, the first instance of the dialer opens normally – And when a user opens a second (and additional) Salesforce browser tab, they receive: With Multiple tabs open for ease of access, the call center agent may (and typically does) encounter challenges trying to locate the tab with the actual active dial is located. Our Org recently upgraded to the Lightning Dialer from “Classic” so as the users in the call center were accustomed to having access to a dialer on any tab they were using. Our workflows and business practices evolve around that option. The change to Lightning dialer has introduced a negative impact to our workflows and business practices.

   When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to open additional Salesforce browser tabs to complete different functions within SalesForce (ex: A customer record, a Gantt chart, an inventory record, Geo Portal, and potentially others)This was not an issue with the “Classic” Dialer However, with the “Lightning” dialer, the first instance of the dialer opens normally – And when a user opens a second (and additional) Salesforce browser… more

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   Future Consideration  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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2. Reporting for Contact Center Numbers in RCO

   ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.

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   Future Consideration  ·  2 comments  ·  Other  ·  Delete…  ·  Admin →
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3. Addition to Dynamic Address Book

   Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.

   3 votes

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4. Please reenable the Meetings tab in inactive users in ContactCenter.

   On August 28, 2020 this feature worked. On September 20th, 2020 I noticed it gone. Why was it taken away? I opened ticket 11493484 to have this repaired but now we're being told it is a feature request. This is so weird. This feature, that was there, allowed us to create users, get their meeting-ID and configure the meeting-id inside InContact call-center so the new agent (when they started) would be able to click a button to send a meeting request to the client on the phone. Now that work-flow is broken. Please bring this back...

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5. Change the Green Bar to a clickable arrow in Salesforce Integrated toolbar for Contact Center

   The Green bar within the Salesforce Integrated toolbar for Contact Center is used to expose the call controls for the active call (see attached screen shot). The green bar only moves when the cursor hovers over the bar and goes back when the cursor is moved. This is causing confusion for agents when they use the app because often the bar doesn't move as expected when the cursor is hovered over the bar or is moved away from the bar.It would be easier to use if the arrow on the green box was actually a clickable field indicating whether to move the green bar in one direction or the other to expose the underlying call call controls.

   The Green bar within the Salesforce Integrated toolbar for Contact Center is used to expose the call controls for the active call (see attached screen shot). The green bar only moves when the cursor hovers over the bar and goes back when the cursor is moved. This is causing confusion for agents when they use the app because often the bar doesn't move as expected when the cursor is hovered over the bar or is moved away from the bar.It would be easier to use if the arrow on the green box was actually a clickable field indicating whether to… more

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6. Remove the ability for callers to select any extension when calling in.
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