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Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

We're not using a queue at this point.  Manually calling out through the CC dialer.  I assume that the outbound phone codes don't play a role in this case?  

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

I got this set up.  Much nicer.  Now if somehow work.8x8 could affect agent status...

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

Hi @Joe Konecny

Thanks for posting in the community.  I'm one of the product managers at 8x8 and would be really interested in what would work well for you here.

Thanks

Glen

I got this set up.  Much nicer.  Now if somehow work.8x8 could affect agent status...

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

Contact center agents (especially when calling an established customer for which they are a rep) use work.8x8 to place calls.  This is because the caller ID that the customer sees (from work.8x8) is recognizable instead of the customer seeing our contact center caller ID.  However, when an agent uses work.8x8 to place a call they must physically change their status to reflect that they are placing a non-contact center call.  Otherwise the contact center offers them calls which they must reject.  Toggling their status many times manually during the day is cumbersome and prone to error.  What we would like is for work.8x8 to recognize that the user is an active agent in the contact center and automatically set their status to "busy" when placing a call and back to "available" when the call has ended.

Hi @Joe Konecny

Thanks for posting in the community.  I'm one of the product managers at 8x8 and would be really interested in what would work well for you here.

Thanks

Glen

I got this set up.  Much nicer.  Now if somehow work.8x8 could affect agent status...

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

Contact center agents (especially when calling an established customer for which they are a rep) use work.8x8 to place calls.  This is because the caller ID that the customer sees (from work.8x8) is recognizable instead of the customer seeing our contact center caller ID.  However, when an agent uses work.8x8 to place a call they must physically change their status to reflect that they are placing a non-contact center call.  Otherwise the contact center offers them calls which they must reject.  Toggling their status many times manually during the day is cumbersome and prone to error.  What we would like is for work.8x8 to recognize that the user is an active agent in the contact center and automatically set their status to "busy" when placing a call and back to "available" when the call has ended.

Hi @Joe Konecny

Thanks for posting in the community.  I'm one of the product managers at 8x8 and would be really interested in what would work well for you here.

Thanks

Glen

I got this set up.  Much nicer.  Now if somehow work.8x8 could affect agent status...

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

"We try to solve this issue ourselves using "display numbers" on the VCC tenant, so outbound phone codes can be chosen by the agent to show specific (friendly/recognisable) caller id's."

I'm not familiar with "display numbers".  Can you explain how to set this up?

Contact center agents (especially when calling an established customer for which they are a rep) use work.8x8 to place calls.  This is because the caller ID that the customer sees (from work.8x8) is recognizable instead of the customer seeing our contact center caller ID.  However, when an agent uses work.8x8 to place a call they must physically change their status to reflect that they are placing a non-contact center call.  Otherwise the contact center offers them calls which they must reject.  Toggling their status many times manually during the day is cumbersome and prone to error.  What we would like is for work.8x8 to recognize that the user is an active agent in the contact center and automatically set their status to "busy" when placing a call and back to "available" when the call has ended.

Hi @Joe Konecny

Thanks for posting in the community.  I'm one of the product managers at 8x8 and would be really interested in what would work well for you here.

Thanks

Glen

I got this set up.  Much nicer.  Now if somehow work.8x8 could affect agent status...

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?

"We try to solve this issue ourselves using "display numbers" on the VCC tenant, so outbound phone codes can be chosen by the agent to show specific (friendly/recognisable) caller id's."

I'm not familiar with "display numbers".  Can you explain how to set this up?

Contact center agents (especially when calling an established customer for which they are a rep) use work.8x8 to place calls.  This is because the caller ID that the customer sees (from work.8x8) is recognizable instead of the customer seeing our contact center caller ID.  However, when an agent uses work.8x8 to place a call they must physically change their status to reflect that they are placing a non-contact center call.  Otherwise the contact center offers them calls which they must reject.  Toggling their status many times manually during the day is cumbersome and prone to error.  What we would like is for work.8x8 to recognize that the user is an active agent in the contact center and automatically set their status to "busy" when placing a call and back to "available" when the call has ended.

Hi @Joe Konecny

Thanks for posting in the community.  I'm one of the product managers at 8x8 and would be really interested in what would work well for you here.

Thanks

Glen

I got this set up.  Much nicer.  Now if somehow work.8x8 could affect agent status...

If you  assign an outbound phone code where there is an outbound phone queue configured, it will automatically make the agent busy for all outbound phone calls. It's a bit of a game changer to be honest.

Just a shame it's not more obvious.

Well...  Outgoing calls do not mark the agent as "busy".  So the agent has to manage it themselves by setting their status as "working offline" or they will receive incoming calls while they are already on a call.  Fairly contradictory as they are certainly not working offline.

Is anyone currently using the inbound/outbound blended calling?
If so, how is it working for you?