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Ben Fischer

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RE: Warm Transfers to Queues?

Posted By Ben Fischer 11-13-2024 02:04
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Tell me more.... Confidential Communication This email is intended only for the use of the individual or entity named above and may contain information that is confidential and privileged. If you are not the intended recipient, any dissemination, distribution or copying of this email is prohibited. ...

RE: Warm Transfers to Queues?

Posted By Ben Fischer 11-12-2024 15:37
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So true. Auditing is a nightmare. ------------------------------ Ben Fischer ------------------------------

RE: Agent Workspace call history

Posted By Ben Fischer 11-12-2024 15:34
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Looks like there is a new interaction history tab too? Not sure if for admins or all staff ------------------------------ Ben Fischer ------------------------------

RE: Agent Workspace call history

Posted By Ben Fischer 11-12-2024 15:33
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Yes* If you turn on Auto Log, CRM and have the customers in the CRM, it will auto create a log of the call under Tasks. It stores the Transaction ID and customer details of the dropped call. ------------------------------ Ben Fischer ------------------------------

RE: Warm Transfers to Queues?

Posted By Ben Fischer 11-07-2024 20:02
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Any idea when this can be implemented? We are honest sick and oh so tired of having to calculate call durations and internal numbers in order to track a caller being transferred between departments. The warm transfer to queue would replace the Company Directory and link calls. This is really ...

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

Posted By Ben Fischer 10-11-2024 14:25
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That might explain why we can never get decent feedback on the issues 🤷🏼 Could 8x8 please confirm how long call logs are retained for review? ------------------------------ Ben Fischer ------------------------------ ...

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

Posted By Ben Fischer 10-09-2024 22:08
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Welcome to 8x8 =/ We get SO MANY call quality calls. Most of the time when we log an issue, the 8x8 engineer cannot help as they only keep the logs for 3-5 days apparently, and by the time the problem calls to get them, the logs don't exist anymore. Otherwise it's always an issue on our side... ...

RE: Managing Public Holidays

Posted By Ben Fischer 09-30-2024 21:46
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Download via the API to XML curl --location 'https://vcc-au1.8x8.com/api/provisioning/schedules' \ --header 'Authorization: Basic SuperSecretAuthCode' Load into PowerBI and Cleanup You can get a view on the upcoming across the schedules ------------------------------ Ben ...

RE: Managing Public Holidays

Posted By Ben Fischer 09-30-2024 15:04
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Unfortunately this is GET only, ie View only. Having said that, potentially useful for determining upcoming holidays and missed ones without reviewing every schedule manually. Not really usable for review ------------------------------ Ben Fischer ------------------- ...

RE: Failover

Posted By Ben Fischer 09-26-2024 22:04
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We have a top level schedule called "Emergency." When we enable that schedule, the fail over is activated and all calls and handled by that open flow. * for our VCC Scripts ------------------------------ Ben Fischer ------------------------------

Managing Public Holidays

Posted By Ben Fischer 09-23-2024 18:29
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We have about 38 schedules for Company Business Hours across 3 timezones/countries Departmental Business Hours Call Backs Emergency Shutdowns Incident Notifications System Outage Notifications How on Earth do you guy manage public holidays across this many schedules?? Am I missing ...

RE: Speech & Transcript

Posted By Ben Fischer 08-29-2024 15:16
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Great! Thank you! ------------------------------ Ben Fischer ------------------------------

AI Summarisation in Native CRM??

Posted By Ben Fischer 08-28-2024 20:27
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In the 8x8 Summer 2024 Update Webinar, Natalie MacKay mentions at 32min 20sec that AI Summarisation is available in Native CRM as well as external CRMs. For the life of me, I cannot find it anywhere. After a call, the summarisation is not visible on the customer record, case, task or history. The Native ...

RE: VOX Whisper

Posted By Ben Fischer 08-28-2024 16:06
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Ian, The Whispers are per Queue, so if you had a queue for each input and a whisper, you'd get your outcome. We're using Whispers for our auto answer agents so they know the context of the call when it comes through. The doco says this is not a supported config, but it works. Win.

RE: Deleting customer records - search by "Last updated"

Posted By Ben Fischer 08-28-2024 16:03
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Hi Ruth I haven't searched by this field, but I did notice a new API for contacts when perusing the other day. https://developer.8x8.com/analytics/docs/search-contacts https://developer.8x8.com/analytics/docs/create-contact#4-delete-contact Would the below work for Last Acivity? "updatedTimestamp": ...

RE: Speech & Transcript

Posted By Ben Fischer 08-28-2024 15:21
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While you're here... We are using Speech Analytics Topics for potential fraud and financial hardship detection. The increased accuracy of transcriptions is a godsend for this use. Unfortunately, we cannot get emailed/notified when there is a topic hit. I have a Power Automate running every ...

RE: Speech & Transcript

Posted By Ben Fischer 08-28-2024 15:13
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Sam, it's night and day. With the exception of non dictionary words, such as company names, it's almost perfect. I was demoing the speech analytics to another department yesterday and they were blown away. The had previous been exposed to the old transcription service and were amazed at the quality ...

RE: 8x8 Api to download call recording

Posted By Ben Fischer 08-15-2024 23:09
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Hi Michael, VCC or VOD Recordings? ------------------------------ Ben Fischer ------------------------------

RE: User being set to offline when a call comes through

Posted By Ben Fischer 07-24-2024 21:17
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Absolutely Jonathan!! I also never understood why syncing Work and VCC was never added from the start. XR-5596 - Sync 8x8 work status and VCC status

RE: My Recordings Feature

Posted By Ben Fischer 07-18-2024 17:52
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Bradley, Have you found any way to upload the same Recording for all agents? Alison, how can I see (as an admin) which agents have recordings? Can I upload recordings for agents? Are they accessible via API? We want to rollout a compliance spiel for all our Ops agents but it "appears" you can only voice ...