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Alina Maxim

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RE: Understanding Endpoint voice quality Report and Media Relay Voice Quality Report

Posted By Alina Maxim 05-22-2025 04:21
Found In Community: Open Forum \ view thread
Hello Megan, NAPC = "No Audio Playout Count". This is an 8x8 proprietary variable to count the number of times we had no audio to play out to the speaker device. MLO = "Main loop overflow". This is an 8x8 proprietary variable to count the number of times the main loop thread took too long to process. ...

RE: Front Desk Transfer Calls- VCC Extension?

Posted By Alina Maxim 05-06-2025 10:29
Found In Egroup: Open Forum \ view thread
Hello Bradley, Frontdesk is intended for 8x8 @Work usage and as such transfers can only go to 8x8 @Work extensions but not VCC. ------------------------------ Alina Maxim ------------------------------

RE: 8x8 Work Application Adjusts Mic Sensitivity When That Setting Is Disabled

Posted By Alina Maxim 04-04-2025 09:07
Found In Egroup: Open Forum \ view thread
Hello Richard, sorry to hear the users are experiencing this bizarre behavior. This will most likely require support and/or engineering to investigate, diagnose, and fix; I see that your company uses 8x8 through a re-seller. Please reach out to the re-seller for support on this. ...

RE: Configuring channel for emergency calls

Posted By Alina Maxim 04-04-2025 08:53
Found In Egroup: Open Forum \ view thread
Hello Gerardo, unfortunately this rather unique configuration scenario is not something we can offer as a readily available solution. You could use 8x8 Work Analytics for statistics on the Ring Group traffic but indeed, the Work app needs to be running at all times. Another option to explore ...

RE: Agent Workspace - Call Park Extensions

Posted By Alina Maxim 04-03-2025 05:49
Found In Egroup: Open Forum \ view thread
Hi Terri, Upon checking with our VCC Product team, I can inform you that the Call Park Extension feature is no longer available and that the button itself will soon be removed as well to avoid further confusion. I am sorry for the misunderstanding. ------------------------------ Alina ...

RE: Co-Browsing?

Posted By Alina Maxim 04-03-2025 04:52
Found In Egroup: Open Forum \ view thread
Hi Terry, Co-browsing is a feature that allows agents to view and interact with a customer's web browser in real-time during a support session. This can be particularly useful for providing guided assistance, troubleshooting, or demonstrating how to use a product or service. In the context of 8x8, ...

RE: Agent Workspace - No name Number tag in inbound calls

Posted By Alina Maxim 04-03-2025 03:53
Found In Egroup: Open Forum \ view thread
Hi Terri, we can have multiple answers here depending on where the Customer numbers are set up; whether in Admin Console Contacts or an internal/external CRM configuration. It is important however to ensure that the international dialing plan format is set up on these contacts (i.e. not just ...

RE: Agent Workspace - Call Park Extensions

Posted By Alina Maxim 04-03-2025 02:11
Found In Egroup: Open Forum \ view thread
Hi Terri, To set up Call Park extensions for use in your Agent Workspace, you need to configure them in the 8x8 Admin Console. This requires Admin Access Control in the 8x8 Admin Console, here are the steps to follow: Reserve an Extension Number: Go to the Admin Console, navigate to Home > Extension ...

RE: Microsoft Teams

Posted By Alina Maxim 03-18-2025 06:12
Found In Egroup: Open Forum \ view thread
Hello Amye, Thank you for raising this topic. It is unclear whether you use Microsoft Teams natively (case in which we would not be able to assist directly and recommend you seek Microsoft Teams support) or whether you refer to the 8x8 Teams Integration. If you are referring to the latter, ...

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

Posted By Alina Maxim 03-03-2025 05:44
Found In Egroup: Open Forum \ view thread
Thank you Lee, we appreciate your implication and please know that your suggestion was passed to the proper parties. Right now, 8x8 is actively working on identifying and addressing the issue. As I am sure you already know, updates will be posted here. ------------------------------ ...

RE: Call Recording Downloads

Posted By Alina Maxim 02-20-2025 23:47
Found In Community: Open Forum \ view thread
Hello Brian, the easiest way to do this is through an API script. Here is a comprehensive guide on how to get your API key and get started on the script. Hope this helps!

RE: Warm transfer in web browser

Posted By Alina Maxim 02-04-2025 00:23
Found In Egroup: Open Forum \ view thread
Hello Anthony! Whilst we recommend using the 8x8 Work for Desktop app, the web version retains most of the app`s functionality and is a good alternative when users cannot install the desktop app. The web app does have limitations, such as the lack of built-in call controls for headsets or missing ...

RE: On Hold Music - Contact Center

Posted By Alina Maxim 01-23-2025 11:43
Found In Egroup: Open Forum \ view thread
Hello Bradley, thank you for opening this thread. Unfortunately, it is currently not possible to allow users to change the 8x8 VCC Contact Center music on hold either at the Tenant or Agent level. We always listen to and try to incorporate customer feedback in future product enhancement features; ...

RE: My Recordings - Agent VCC

Posted By Alina Maxim 01-23-2025 11:31
Found In Community: Open Forum \ view thread
Hello Harrison, thank you for raising this topic. Unfortunately the product would not allow you to upload recordings into the agent`s VCC my recordings. We appreciate that this is important to you, and as such, we raised this as a Product Feature Request for the product team to analyze. Like any other ...

RE: Blended Interactions - priorities? how is next adviser selected?

Posted By Alina Maxim 01-23-2025 11:21
Found In Community: Open Forum \ view thread
Hello Ruth, upon reading your description only it is difficult to ascertain your current config. completely. I have raised a support case for you and a technician will reach out to go over the setup and clarify priorities.

RE: No Activity Report

Posted By Alina Maxim 01-23-2025 11:17
Found In Community: Open Forum \ view thread
Hello Robert, thank you raising this topic. Currently, reporting options in Analytics for 8x8 Work are limited to call activity and endpoint availability only.

RE: Ring Groups - Missed Call Notifications

Posted By Alina Maxim 12-20-2024 03:02
Found In Community: Open Forum \ view thread
Hello Paul, Sorry to get back to you so late. In response, please note that once the call is picked up, all other extensions in the Ring Group will display a missed call. The missed call functionality in ring groups is by design and cannot be modified. Please find more about 8x8 ring groups here.

RE: What to do when our 8x8 Account Representative vanishes?

Posted By Alina Maxim 12-19-2024 08:55
Found In Egroup: Open Forum \ view thread
You are most welcome, Georgia! ------------------------------ Alina Maxim ------------------------------

RE: What to do when our 8x8 Account Representative vanishes?

Posted By Alina Maxim 12-18-2024 06:28
Found In Egroup: Open Forum \ view thread
Hello Georgia, sorry to hear your experience so far was not the best; Someone will reach out to you to resume discussions and further help. Best regards, ------------------------------ Alina Maxim ------------------------------

RE: phone screen display

Posted By Alina Maxim 12-04-2024 07:42
Found In Library: Open Forum