2 results found

1. Zero Destination for Physical Phones without Custom Config

   Most, if not all Communications systems have the ability to set a zero destination for physical phones. This is a critical need in the Hospitality, Healthcare, and SLED space. Example: A guest is in their hotel room and would like to speak to the front desk. Invariably, zero is pushed, It is engrained behavior. Hospital Rooms have the same need.In SLED, many common area phones provide the same function. Dial zero for assistance or information.Our inability to perform this basic task is causing our team(s) to have to sell around and/or creatively solve for this need.

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2. Need Multi-Tenant SIP trunks between RC (All Brands/GSPs) and 3rd Party Contact Center/IVR vendors for RC customer choosing RC MVP only...

   ...for the purpose of sending inbound PSTN calls to the 3rd Party CC/IVR and receiving Agent leg calls to RC user devices. Basically mirroring our own integration with NiC/InContact with vendors like, Five9, Enghouse, Genesys, Amelia...etc. Currently, CENG fields these requests and builds these connections per customer which ties up CENG,Ops and Engineering resources for each deployment. Product,Engineering and Ops have already setup similar connections with Five9s with plans for others like Enghouse, Genesys and Avaya but these are being setup for one direction/traffic type only....Agent Leg to RC users. The concern for providing "inbound PSTN to 3rd party CC/IVR" is more about inbound metering and using our own core telephony resources to process inbound calls to be directed to the offnet vendor. Building the routing logic (similar to CCRN) and trunks are simple, but addressing how we handle metering/billing of these calls would need to be considered since for RCCC/CCRN traffic, we dont meter these calls on our own, InContact handles the call logging, analytics and metering of the inbound traffic. We would also have to address how we would handle Outbound PSTN routing..if at all...for this type of 3rd Party CC/IVR integration...but at the very least, we could handle the Inbound to CC/IVR and Agent Leg from CC/IVR

   ...for the purpose of sending inbound PSTN calls to the 3rd Party CC/IVR and receiving Agent leg calls to RC user devices. Basically mirroring our own integration with NiC/InContact with vendors like, Five9, Enghouse, Genesys, Amelia...etc. Currently, CENG fields these requests and builds these connections per customer which ties up CENG,Ops and Engineering resources for each deployment. Product,Engineering and Ops have already setup similar connections with Five9s with plans for others like Enghouse, Genesys and Avaya but these are being setup for one direction/traffic type only....Agent Leg to RC users. The concern for providing "inbound PSTN to 3rd party CC/IVR"… more

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