Settings and activity
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8 votes
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6 votesBrett
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2 votes
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89 votes
An error occurred while saving the comment Brett
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Our organization agrees. This functionality is critical. We opened case #30667376 for this exact feature request and were told to submit a feature request / idea. Adding to this existing idea as it's already gained some traction.
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100% agree with this idea request. We are aware of a method to allow the Corporate Directory be available during a manual outbound call, however, we need the global phone book to be available. Please make this possible.
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82 votesBrett
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164 votesBrett
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5 votesNew · 0 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AIR (AI Receptionist) · Admin →Brett
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9 votesBrett
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4 votesBrett
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58 votesBrett
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20 votesBrett
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7 votesBrett
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17 votes
An error occurred while saving the comment Brett
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I Agree with this Idea as we have experienced the same Calle ID issue with callbacks.
Brett
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4 votesBrett
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5 votesBrett
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25 votesBrett
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13 votes
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30 votesCurrently planning and under development. No specific release date available yet.
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186 votes
Learn more about controlling user access to the accept queue calls feature here!
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116 votes
Admins, learn how to set up this feature here!
An error occurred while saving the comment Brett
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Please allow call waiting for Call Queue members! Transitioning to Ring Groups in a standard / virtual user extension is not a good solution to this problem. The ability for fine call handling controls and granular analytics are lost when utilizing standard user accounts with ring groups for this type of set up. Please consider enabling the ability to allow a call queue member to answer multiple calls regardless or busy state. This could even be a call handling setting > {Allow a call queue member who is busy to be presented a new call: YES / NO}. Call queues should have the same, if not more, features for advanced call handling than a user account with a ring group..
This is critical and poses serious compliance issue.
See example below:
Example: Caller calls into RCX queue “State_Colorado”, the caller waits in queue and eventually hits the queue event where we offer a callback. Caller accepts the callback offer. The queue event is configured to make the callback from the same inbound queue the caller originally hit, “State_Colorado”. Due to the contact center experiencing high call volume, the callback was not able to made before the contact center closed. The contact center is East coast (EST) based, however, the caller lives in Colorado.. The contact center re-opens the next day at 7:30AM and the callback automatically fires off for an available agent in that queue and the Colorado caller who had opted in for the callback now receives that callback at 4AM their local time….