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Lee Heppenstall

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RE: Voice Transcripts, emotion analysis and call tagging

Posted By Lee Heppenstall 03-11-2026 07:30
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Thanks for the update Justin - somewhat relieved that it's not just an issue we are facing! Interestingly though we aren't using wildcards at the end of the words and it still reports incorrectly. We have the word "problem" in our complaint category, but when a customer or agent says "No problem", it ...

Voice Transcripts, emotion analysis and call tagging

Posted By Lee Heppenstall 02-25-2026 03:46
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Hi all - just wondering what peoples feelings are around the QM/SA transcription elements at the moment. A while back we had issues with transcripts not picking up the correct wording but after an upgrade/change of the AI engine that 8x8 uses it did appear to get better. However, the more I look at call ...

RE: Call Quality issues

Posted By Lee Heppenstall 04-02-2025 08:15
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Not sure if this is related or not but I've just been notified of issues of calls dropping intermittently across multiple sites that have been using 8x8 for over 2 years. There appears to be no pattern to this and is across VCC and Work, multiple sites and users. Network tests completed and are fine. ...

RE: 8x8 VCC - No audio on inbound and outbound - UK

Posted By Lee Heppenstall 03-03-2025 05:32
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Yes, sorry I should have clarified it was related to that incident. Hopefully, the workaround using the desktop app will be added and the issue resolved shortly. ------------------------------ Lee Heppenstall ------------------------------

8x8 VCC - No audio on inbound and outbound - UK

Posted By Lee Heppenstall 03-03-2025 05:24
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Anyone currently having issues with audio using either the Work for Web app and or/agent workspace. We have found by simply opening the 8x8 Work desktop app, that allows audio to pass as normal. I have passed onto the support teams but no temp fix has yet been communicated. Hope this helps ...

RE: Post Call Survey setup

Posted By Lee Heppenstall 02-14-2025 00:06
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I haven't done this exact thing but we have some internal transfer setup that work in a similar way. You have the script already, so assign a channel to the script. Agents can then transfer calls to that channel number. You can also create a short number for that channel by creating at auto attendant ...

RE: Limiting Access to Recordings

Posted By Lee Heppenstall 01-14-2025 04:36
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That’s exactly what i did when I first set it up. Like it was hierarchical or something. Glad you’re sorted Lee

RE: Limiting Access to Recordings

Posted By Lee Heppenstall 01-13-2025 11:35
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From what I can see but without knowing all the configuration on your system you just need to change the scope of the storage admin assignment to the relevant users group that they are restricted to viewing. If they have permissions for sites or contact centres then they will see those also. My example ...

RE: Limiting Access to Recordings

Posted By Lee Heppenstall 01-07-2025 23:51
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Hi Shawn - I recently set this up as you described above and it is working as expected. It sounds like you have set it up the same as myself. Can you post a screen shot of your storage assignment for one of your users? I am just going to assume you have users split into different user groups. Thanks ...

RE: How to get Ring Groups to display in Teams

Posted By Lee Heppenstall 10-11-2024 00:17
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I'd be interested in this as well. We have a mix of users who prefer to use the work app as they can see the attendants, ring groups and queues but we all have a Teams licence for this and would rather use that as we all use it for UC. ------------------------------ Lee Heppenstall ---------- ...

RE: Some users are experiencing Call cutting in and out when trying to make calls through 8x8 Work

Posted By Lee Heppenstall 10-10-2024 02:28
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Have you tried the web version as well as the actual application to see if it that makes a difference? Also run the network utility test tool to see if that picks up any issues with network configuration. We have an active/active network and found issues when calls were using both links so had to ...

RE: Managing Public Holidays

Posted By Lee Heppenstall 09-24-2024 00:32
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Hi Ben - we have the same issue. Would be great to have a holiday schedule setting in the AA's so we could use the same settings. The only way I have found to get around this is to create two AA's for each channel. The first AA the call hits has 24x7 open hours and the holiday schedule, it then ...

RE: How do you manage Direct and Queue Calls

Posted By Lee Heppenstall 07-09-2024 04:37
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ok, I get you now. We don't really have an issue with that. Agents are either able to answer (internal or external) or they aren't and another of the teams handles the call as there was no way to differentiate between "internal" and "external". Unless that is you want to go down the route of creating ...

RE: How do you manage Direct and Queue Calls

Posted By Lee Heppenstall 07-09-2024 02:48
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Hi Jonathan - on mine they show as Direct Calls on the agent console... And an incoming call from the contact centre on the work application ------------------------------ Lee Heppenstall ------------------------------

RE: How do you manage Direct and Queue Calls

Posted By Lee Heppenstall 07-09-2024 02:16
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Hi Ben - not sure how you have your sites set up or how callers are dialing agents directly, but here's what we do... Customer calls go into an auto attendant configured in the admin console to allow callers to dial an extension number. If no extension number is dialed the call routes into a VCC ...

RE: Call recording challenges with 8x8

Posted By Lee Heppenstall 04-25-2024 00:26
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Hi Michael - as 8x8 advised the system can only record calls at a user level where you can specify the mode. You can also set the level of notifications that are given to all parties. We also have the "Calls are recorded" message in our IVR's, so we have this set to "Neither". That way no one gets any ...

RE: VO Export of Call Queue and Ring Group Members

Posted By Lee Heppenstall 04-17-2024 00:24
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I don't think this exists. I asked during deployment and was told no. The API's are for reports only not configuration items. I used to keep all this on 8x8's build, capture document that we used in deployment but after a while I got fed up of updating it! ------------------------------ Lee ...

RE: Speech & Transcript

Posted By Lee Heppenstall 04-09-2024 08:32
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Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there ...

RE: Speech & Transcript

Posted By Lee Heppenstall 03-19-2024 07:25
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Glad it's not just us. We have agents in Scotland, Ireland and up and down England and have the issue on all accents. maybe it just likes the Queens English :) ------------------------------ Lee Heppenstall ------------------------------

Speech & Transcript

Posted By Lee Heppenstall 03-19-2024 06:43
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Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context? Surely ...