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Jonathan Lynn

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RE: limit incoming calls on 8x8 android app to direct dial only

Posted By Jonathan Lynn 06-20-2025 01:16
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I believe 8x8 Work Call Queues could work for this use case. The call queue member can login and out of the queue from their 8x8 Work app. I'm not aware of any other way to easily solve for your use case in the 8x8 Work (UC) only ecosystem. ------------------------------ Jonathan Lynn -------- ...

RE: Scripts within Scripts?

Posted By Jonathan Lynn 06-17-2025 05:49
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XR-3969 is my feature request for "Private DIDs for internal routing". At least I think that would potentially simplify the mechanism, being able to claim DID's which aren't routing outside of the 8x8 ecosystem (customer account) etc. ------------------------------ Jonathan Lynn ---------------- ...

RE: Automatic Status Change During Outbound Calls

Posted By Jonathan Lynn 04-25-2025 06:15
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Hi Chris, In VCC Configuration Manager, Open "Outbound Phone Codes" if you don't have a list already, create one. Make Active and Set a Name Under Codes, Add, create a code named "Outbound", make active, set report text, short code, CLI and Queue. Under Assignments, assign to the group where ...

RE: Automatic Status Change During Outbound Calls

Posted By Jonathan Lynn 04-25-2025 02:19
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Hi, This is not a limitation, if you are talking about standard VCC agents, this is caused by the lack of an outbound phone queue being assigned to the agent's outbound phone code. If agents make an outbound call via an outbound queue, their status changes automatically to "busy", then you can ensure ...

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

Posted By Jonathan Lynn 03-03-2025 05:26
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Hi Lee, It's a known outage based on the statuscast: 8x8, Inc status page Not aware of any workaround myself at the moment, good to know that the 8x8 Work Desktop app isn't impacted. ------------------------------ Jonathan Lynn ------------------------------

RE: Post Call Survey setup

Posted By Jonathan Lynn 02-14-2025 00:47
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Assigning public DID channels to a script and/or pointing Auto Attendants to get a shortened number just to be able to transfer callers to a survey always makes me wonder why it couldn't be done better. I have a pet peeve with using publicly routable DID's for internal routing purposes. -------- ...

RE: Status and Call routing

Posted By Jonathan Lynn 02-03-2025 02:28
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Hi Vikash, Is this in relation to 8x8 Work only or also 8x8 VCC calls? ------------------------------ Jonathan Lynn ------------------------------

RE: No Activity Report

Posted By Jonathan Lynn 01-23-2025 07:00
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Hi Robert, to my knowledge, there is no zero-usage report like you can find in AT&T or other cellular vendors reporting. I've gone through a lot of effort to try to aggregate all available data to really understand zero usage and because it's quite a challenge with high call volumes over time, I've fallen ...

RE: Limiting Access to Recordings

Posted By Jonathan Lynn 01-14-2025 04:38
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Hopefully 8x8 update the documentation around this as it doesn't seem to be very intuitive.

RE: Callers name not displayed for forwarded calls but is displayed for direct calls

Posted By Jonathan Lynn 12-09-2024 03:05
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In 8x8 Work Desktop, Open settings, then Contacts, and Toggle "Resolve Ring Group calls against available Contacts" to on.

RE: Warm Transfers to Queues?

Posted By Jonathan Lynn 11-13-2024 03:50
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Well, considering there is absolutely no audit logs in VCC of any kind that are customer facing, what more is there to say?

RE: Warm Transfers to Queues?

Posted By Jonathan Lynn 11-13-2024 01:55
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Don't even start me on auditing... ��

RE: Agent Workspace call history

Posted By Jonathan Lynn 11-13-2024 00:29
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Maybe my strong feedback on this topic has finally been taken on board by 8x8.

RE: Agent Workspace call history

Posted By Jonathan Lynn 11-13-2024 00:26
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For our agents who use agent workspace with Salesforce it isn't an option. ------------------------------ Jonathan Lynn ------------------------------

RE: Agent Workspace call history

Posted By Jonathan Lynn 11-12-2024 04:29
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Unless you are willing to passthrough caller CLI to the agents end point (not using Agent Softphone of course) then no, the team in 8x8 who migrated the "Recent Calls" functionality inside Analytics for CC completely missed the point of "Recent Calls" in customer experience, it was a stretch at best, ...

RE: Warm Transfers to Queues?

Posted By Jonathan Lynn 11-08-2024 02:05
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There is so much work to be done in this area, some changes were made earlier in the year but they completely missed the mark in my opinion. I just don't think the fundamental need for a controlled and subsequently, consistent design is understood. There should be no chance of agents doing it wrong, ...

RE: Ring Group Incoming Calls and Call History

Posted By Jonathan Lynn 10-30-2024 05:00
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Just a note, if you are using 8x8 Voice for Teams, last time i tested it, the ring group settings Alison mentioned don't take effect they way they do in 8x8 work.

RE: How to get Ring Groups to display in Teams

Posted By Jonathan Lynn 10-11-2024 02:03
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I think if 8x8 could add a partial or full company directory section in the 8x8 Voice for Teams Companion app would be helpful here? Especially for things like ring groups.

RE: Some users are experiencing Call cutting in and out when trying to make calls through 8x8 Work

Posted By Jonathan Lynn 10-11-2024 01:35
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Hi Ben, It's my understanding that the availability of the full call trace is actually 3-5hrs which makes this process nearly impossible to manage in most cases.

RE: Some users are experiencing Call cutting in and out when trying to make calls through 8x8 Work

Posted By Jonathan Lynn 10-10-2024 11:45
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Unless your running Windows 11 where there is a known issue it appears.