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Joe Konecny

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Does anyone know how to enable sms for contact center phone numbers?

Posted By Joe Konecny 06-06-2024 07:59
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When I try and enable sms on a phone number that is assigned to the contact center I get the error message "cannot find did binding". Does anyone here know what that means? ------------------------------ Joe Konecny ------------------------------

Is work.8x8 going to be integrated into the contact center?

Posted By Joe Konecny 05-30-2024 08:55
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It seems like I remember that work.8x8 was going to be integrated into the contact center so agents don't need both screens open. Is this happening? ------------------------------ Joe Konecny ------------------------------

RE: Presence not updating.

Posted By Joe Konecny 05-30-2024 06:48
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Not that this helps but it's buggy for us too using work.8x8.com.

Netsuite integration screen pop.

Posted By Joe Konecny 02-07-2024 05:48
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Anyone here using the NetSuite integration? I could use some help getting the screen pop to work and it used to but stopped. Not sure if some setting got changed or what. I've talked to support and escalated it but they can't figure it out. If anyone could walk me through what settings work for you I ...

RE: Blended Outbound and Inbound calls

Posted By Joe Konecny 01-24-2024 06:16
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Definitely need inbound CC metrics. ------------------------------ Joe Konecny ------------------------------

RE: Blended Outbound and Inbound calls

Posted By Joe Konecny 01-24-2024 05:49
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"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? ------------------------------ ...

RE: Blended Outbound and Inbound calls

Posted By Joe Konecny 01-24-2024 05:23
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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 ...

RE: Blended Outbound and Inbound calls

Posted By Joe Konecny 01-23-2024 08:45
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I got this set up. Much nicer. Now if somehow work.8x8 could affect agent status... ------------------------------ Joe Konecny ------------------------------

RE: Timesheets or equivalent

Posted By Joe Konecny 01-15-2024 05:12
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Yeah you can set a filter for the agent. I have one scheduled for each agent we have. ------------------------------ Joe Konecny ------------------------------

RE: Blended Outbound and Inbound calls

Posted By Joe Konecny 01-12-2024 11:45
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One more thing about this... Before I posted this I had a call with support who told me there was no way to do this. The discussion of the queue never even came up. So I'd say support doesn't know about it either. ------------------------------ Joe Konecny ------------------------------

RE: Timesheets or equivalent

Posted By Joe Konecny 01-12-2024 11:41
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There's an agent status change report. ------------------------------ Joe Konecny ------------------------------

RE: Blended Outbound and Inbound calls

Posted By Joe Konecny 01-12-2024 11:30
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...which I should add that none of our agents really want to do because it has none of your contacts from work.8x8 (which we use as the endpoint) They were just trying to use it because they want their status as busy when making a call. Another great thing would be if work.8x8 could set their CC status ...

RE: Blended Outbound and Inbound calls

Posted By Joe Konecny 01-12-2024 11:27
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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? ------------------------------ Joe Konecny ------------------------------

RE: Blended Outbound and Inbound calls

Posted By Joe Konecny 01-12-2024 11:20
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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. ------------------------------ ...

RE: Can we have shared phone number?

Posted By Joe Konecny 12-18-2023 05:22
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I should have clarified but these are not contact center users. ------------------------------ Joe Konecny ------------------------------

Can we have shared phone number?

Posted By Joe Konecny 12-14-2023 07:14
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We use ebay for one of our marketplace channels and apparently ebay support requires calls to come from the number registered on our account. Of course you can only register one number on ebay and I have multiple agents that need to call support. Does anyone know how we can make calls from multiple users ...

RE: Can we use a 3rd party reporting engine?

Posted By Joe Konecny 11-15-2023 09:29
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Right and the "new" api appears to be just a connection to the analytic reports so you face the same limitations that the reports have. And the new api can't get at things like your channel list etc. If I could just retrieve accurate raw data for each day life would be good. ------------------------------ ...

RE: Can we use a 3rd party reporting engine?

Posted By Joe Konecny 11-14-2023 06:53
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How do you plan on dealing with the 50 record limit on API calls? ------------------------------ Joe Konecny ------------------------------

Can we use a 3rd party reporting engine?

Posted By Joe Konecny 11-03-2023 10:48
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Does anyone know if a 3rd party reporting engine can be used with 8x8 (especially contact center data)? There's so much we want to report on but the packaged reports can't do it. If we could integrate something else that would be great. ------------------------------ Joe Konecny ------------------ ...

RE: Anyone using contact center chat?

Posted By Joe Konecny 10-27-2023 05:14
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There are two big problems with chat.... It ties up the agent and they cannot take any phone calls during a chat. So if a slow chatter ties up an agent for 20 minutes, that's 20 minutes that agent cannot take calls. Most agents can easily handle a chat and a phone call at the same time. Our agents ...