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Jonathan Lynn

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Posted By Jonathan Lynn 06-06-2024 08:12
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I like that idea as well! Kind Regards Jonathan Lynn
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?
Posted By Jonathan Lynn 03-31-2024 10:25
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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 ------------------------------
Posted By Jonathan Lynn 01-29-2024 08:56
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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 ------------------------------
Posted By Jonathan Lynn 01-24-2024 06:02
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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 ...
Posted By Jonathan Lynn 01-24-2024 05:37
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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. This means the outbound call from the agent within contact centre never needs to originate from 8x8 work to show the ...
Posted By Jonathan Lynn 01-12-2024 11:23
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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 ------------ ...
Posted By Jonathan Lynn 01-05-2024 01:58
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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 ...
Posted By Jonathan Lynn 01-05-2024 01:06
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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 ...
Posted By Jonathan Lynn 12-21-2023 01:43
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I second the need for a range of dates, the single date entry system is not scalable. I would also say that a "nice to have" would be to sync holidays into the system from a source such as Worldwide Public Holidays | Diary and Calendar Automation for InDesign and QuarkXPress - qppstudio.net
Posted By Jonathan Lynn 11-30-2023 02:52
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Hi Andy, I've raised a feature request or two for the devices feature. It's another one of the least mature areas of Admin Console for my needs. ATA management (yes sadly we still have them) and Cordless Device/Handset Management are also a headache. A couple of my feature requests around ...
Posted By Jonathan Lynn 10-25-2023 04:07
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Hi Ben, This is a major gap for us as well, along with the lack of audit logs in VCC. I have perfected the art of using multiple techniques such as: Table Capture - Microsoft Edge Addons Zooming out fully on the pages in VCC Configuration Manager and copy and pasting into Excel and then re-working ...
Posted By Jonathan Lynn 10-25-2023 03:55
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Hi Ben, Sorry to hear that, it sounds really painful indeed. Out of curiosity, do you know which cluster you are on? e.g. "AU1" ? Regards, Jonathan
Posted By Jonathan Lynn 10-10-2023 04:55
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I have a feature request in to align PCS with NPS (0-10 scale), if that is relevant here? Kind regards, Jonathan
Posted By Jonathan Lynn 10-04-2023 01:30
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Based on your 4-digit dialling comment, it sounds like it may be a dial plan issue rather than anything else. Do the handsets themselves have any call forwarding set up?
Posted By Jonathan Lynn 10-03-2023 06:11
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Hi Justin, I’ve found out that this flag covers scenarios where the PBX doesn’t know how to route the call. But in reality, if a ring group is being as a “link in a chain” such as Auto Attendant > Main Ring Group > Overflow Ring Group, if all the members in the main ring group are set to DND, then instead ...
Posted By Jonathan Lynn 10-02-2023 09:06
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When you say it drops, does it go to the ring group voicemail? I'd personally suggest getting the PBX flag which controls "Server side DND : Always Forward to VM status" changed from the default "True" to "False" as this seems to do more than meets the eye. If you look up the call legs in Analytics for ...
Posted By Jonathan Lynn 09-26-2023 09:16
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Hi Drew, It works ok if you set a separate schedule for the call-back queue but there are some considerations: As call-backs are a "same day" type backlog because they expire, you need to decide how long your agents need to wrap up the call-back queue at the end of their shift, then you have some ...
Posted By Jonathan Lynn 09-21-2023 06:36
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I believe that the Analytics tools can differentiate between "Transfer to Queue" and "Transfer to Agent" but only if the transfer's are carried out within the Agent Workspace GUI. e.g. Agent clicks on Queue and clicks transfer Or Agent clicks on Agent and clicks transfer If the transfer is done ...
Posted By Jonathan Lynn 09-21-2023 05:56
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Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls? ------------------------------ Jonathan Lynn ------------------------------