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Jonathan Lynn

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

Posted By Jonathan Lynn 07-24-2024 01:12
Found In Community: Open Forum \ view thread
We've had at least 6 agents somehow click the "Block Caller" button in the 8x8 Work Desktop call logs for the contact centre calling number. I've not tested exhaustively on how each variation of the blocking mechanism is invoked beyond the obvious. The documentation is varied and scattered. How to Block ...

RE: How do you manage Direct and Queue Calls

Posted By Jonathan Lynn 07-15-2024 15:14
Found In Egroup: Open Forum \ view thread
Yeah, I expect some of my list will either be rejected, already solved (this is the hardest part, trying to parse through each month's release notes to see if any requests are closed out) or "hopefully" on the roadmap. That's where the voting tool could be useful too, bringing all requests from all ...

RE: How do you manage Direct and Queue Calls

Posted By Jonathan Lynn 07-15-2024 01:23
Found In Egroup: Open Forum \ view thread
Ben, glad to see you've added some of mine onto your list. (I wasn't the only one with those missing features on my radar then thankfully, haha! �� ) I second the "feature request voting for customers" you mentioned, I'm scheduled to discuss my "top" feature requests this week as I'm struggling to ...

RE: How do you manage Direct and Queue Calls

Posted By Jonathan Lynn 07-09-2024 06:14
Found In Egroup: Open Forum \ view thread
Hi Scott, But "Anyone" is selected in the "List all the callers who need to be address by this call forwarding rule" so I'm not sure why Agent's own VCC workplace phone calls wouldn't be included, therefore creating a loop?

RE: How do you manage Direct and Queue Calls

Posted By Jonathan Lynn 07-09-2024 06:06
Found In Egroup: Open Forum \ view thread
How do you avoid VCC calls from being diverted as well, there isn't an include/exclude option in a call forwarding rule from what I understand?

RE: How do you manage Direct and Queue Calls

Posted By Jonathan Lynn 07-09-2024 03:42
Found In Egroup: Open Forum \ view thread
Hi Lee, Apologies, I meant the call lands on the agent's extension number which means it can only be controlled by the PBX Number script, the same script that handles internal calls from other pbx users on the system. i.e. agents may want to be reachable by colleagues, but not reachable by dial by name/extension ...

RE: How do you manage Direct and Queue Calls

Posted By Jonathan Lynn 07-09-2024 02:23
Found In Egroup: Open Forum \ view thread
Hi Lee, Have you noticed that those calls routed via auto-attendant appear to VCC as internal calls rather than external calls?

RE: How do you manage Direct and Queue Calls

Posted By Jonathan Lynn 07-09-2024 01:40
Found In Egroup: Open Forum \ view thread
Hi David, I get the idea to reject calls, and while I would accept this as a solution, as you say, you've had to solution this yourself. The KB article that 8x8 have created to give best practice, doesn't mention this at all and I can't get over the overall missed opportunity to make the two sides of ...

RE: How do you manage Direct and Queue Calls

Posted By Jonathan Lynn 07-09-2024 01:00
Found In Egroup: Open Forum \ view thread
Hi Ben, Interestingly enough our primary/preferred configuration for agents is to route direct calls both on their DID and extension number to VCC, it also blocks outbound calls made from 8x8 Work endpoints, forcing the agent to make all calls via 8x8 agent workspace. It was a design which dates back ...

RE: Features on Yealink Phones

Posted By Jonathan Lynn 07-05-2024 03:10
Found In Egroup: Open Forum \ view thread
I've found that when our Yealink DECT phones reboot, while the sip registration stays in-place, many settings revert to default and need manually re-configured.

RE: Features on Yealink Phones

Posted By Jonathan Lynn 07-04-2024 04:13
Found In Egroup: Open Forum \ view thread
Hi Ian, Is it possible the issue occurs each time the yealink phone reboots?

RE: Turn work.8x8.com into a PWA

Posted By Jonathan Lynn 06-06-2024 08:12
Found In Egroup: Open Forum \ view thread
I like that idea as well! Kind Regards Jonathan Lynn

RE: How do you manage changing timezones and operating hours messages? Daylight savings ...

Posted By Jonathan Lynn 04-26-2024 00:10
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Hi Ben, Out of curiosity, what content do you need to update at each timezone change? Is it just the part of the audio file that states opening hours or is there a lot more that gets updated? Is there a simpler solution by mentioning both time zones in the all-year-round recordings?

RE: Scripts within Scripts?

Posted By Jonathan Lynn 03-31-2024 10:25
Found In Egroup: Open Forum \ view thread
I just wish there were private DID's available for this purpose. We've had spam calls hitting these DIDs in the past and had to move stuff around more than I'd like. ------------------------------ Jonathan Lynn ------------------------------

RE: Manage Sessions Error - any thoughts?

Posted By Jonathan Lynn 01-29-2024 08:56
Found In Egroup: Open Forum \ view thread
Hi Nick, Do your agents use single sign on for login? Do they use a CRM interface, such as Salesforce to access 8x8 Agent Workspace? ------------------------------ Jonathan Lynn ------------------------------

RE: Blended Outbound and Inbound calls

Posted By Jonathan Lynn 01-24-2024 06:02
Found In Egroup: Open Forum \ view thread
If you have a number on your PBX, you can ask 8x8 support to configure the number as a "Display Only" channel in the tenant (e.g. it can't actually route calls, just allows it to be used as outbound caller ID. Alternately you can assign the number to the tenant and build a basic script to send calls ...

RE: Blended Outbound and Inbound calls

Posted By Jonathan Lynn 01-24-2024 05:37
Found In Egroup: Open Forum \ view thread
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. This means the outbound call from the agent within contact centre never needs to originate from 8x8 work to show the ...

RE: Blended Outbound and Inbound calls

Posted By Jonathan Lynn 01-12-2024 11:23
Found In Egroup: Open Forum \ view thread
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. ------------------------------ Jonathan Lynn ------------ ...

Lack of In-Queue Treatment available for Chat Scripts

Posted By Jonathan Lynn 01-05-2024 01:58
Found In Egroup: Open Forum \ view thread
I was wondering how other organisations are managing the lack of in-queue treatment available for chat scripts in VCC? e.g. once a chat transaction has been forwarded to a chat queue, there seems to be no loops, messages or other means such as overload to avoid a customer from being stuck indefinitely ...

RE: Does 8x8 actually care about bugs?

Posted By Jonathan Lynn 01-05-2024 01:06
Found In Egroup: Open Forum \ view thread
Does this not fall into the content management/web site admin area of the organisation rather than the same developers who work on Admin Console, maybe they are the same? My own experience of the most significant bugs stem from being a migrated customer from Account Manager to Admin Console, not ...