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Jonathan Lynn

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RE: Warm Transfers to Queues?

Posted By Jonathan Lynn 09-21-2023 06:36
Found In Egroup: Open Forum \ view thread
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 ...

RE: Warm Transfers to Queues?

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 ------------------------------

RE: Warm Transfers to Queues?

Posted By Jonathan Lynn 09-19-2023 12:10
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In an ideal world there would be a "transfer to queue" script where an agent transfer was handled by a script. It should never really be possible to transfer a call directly to a queue as that customer could effectively stay on hold indefinitely and that is a very bad idea.

RE: 400 Bad Request on 8x8 Support pages

Posted By Jonathan Lynn 09-18-2023 13:57
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Quite a different story than I got on my case which was it's a common "browser issue" not an 8x8 issue. I'll be interested to see how customer experience is merged into Analytics for Contact Centre.

RE: Scripts within Scripts?

Posted By Jonathan Lynn 09-18-2023 03:53
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Minor correction: 1.) Please allow Queues to be copied from an existing queue like a script can. You can "Copy" a queue, I think if i remember correctly, i was hoping the "Copy from" option like a script was a possibility instead, or even better a bulk mechanism and/or csv upload to add/move/change ...

RE: Scripts within Scripts?

Posted By Jonathan Lynn 09-18-2023 02:32
Found In Egroup: Open Forum \ view thread
Yeah, Agent Softphone looks promising, I'll need to do full testing before I'll call it a fundamental improvement on all counts. The concept of the "full XCaaS" stack needs more cohesion from my experience so far.

RE: Scripts within Scripts?

Posted By Jonathan Lynn 09-18-2023 02:20
Found In Egroup: Open Forum \ view thread
Yeah, but in my opinion this isn't foolproof enough. We really just want to be able to enforce a setting to make the 8x8 Work Endpoint to behave in a controlled and expected way for VCC system calls. e.g. 8x8 Work can only ring during offer timeout period or not (offline, busy), no call waiting, no ...

RE: Scripts within Scripts?

Posted By Jonathan Lynn 09-18-2023 01:48
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A sample below of mine as well... Jira Subject Description XR-2228 Feature Request: VCC Audit Logs The VCC platform should have audit logs to allow us to stay in compliance. XR-4418 Feature request: 8x8 work should have an optional setting per user to recognise a call from VCC and never ...

RE: Scripts within Scripts?

Posted By Jonathan Lynn 09-18-2023 01:27
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We started to get some spam calls to our "dummy ALN" channels and that really causes a headache. I've a feature request in for "private routing numbers" but in reality there should be a much better way of doing this. ------------------------------ Jonathan Lynn ------------------------------

RE: Scripts within Scripts?

Posted By Jonathan Lynn 09-17-2023 22:44
Found In Egroup: Open Forum \ view thread
Not to my knowledge, the scripting function I've found to be incredibly lacking in ability to scale for the same reasons your describing. I've considered the possibility of creating a master script which includes all call flows as a template, editing that template script when needing to make changes, ...

RE: Regarding the end of life for Customer Experience

Posted By Jonathan Lynn 09-16-2023 05:45
Found In Egroup: Open Forum \ view thread
Agreed, it hasn't been fully thought through in my opinion. Never mind the gap that presents itself post EOL in 8x8's own knowledgebase for agents and how to report issues with historical calls. https://support.8x8.com/contact-center/8x8-contact-center/agents/how-to-get-transaction-ids-in-8x8-cont ...

RE: 400 Bad Request on 8x8 Support pages

Posted By Jonathan Lynn 09-16-2023 02:09
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Ditto, my case: C4711330

RE: 400 Bad Request on 8x8 Support pages

Posted By Jonathan Lynn 09-15-2023 01:11
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I also find the same issues occur. I've also been told it's a browser issue not an 8x8 issue, however I access 20 different SaaS platforms monthly and never have any issues like this with any other vendor. My suspicion is that the local browser storage for the site cache and cookies is not being well ...

RE: Ring Groups and Call Queues Vs Queues

Posted By Jonathan Lynn 09-13-2023 01:22
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Careful to check for contact centre scripts pointing at the old components that may appear redundant otherwise, for example ring group voicemail boxes. We've seen this "technique" used before, frustratingly so. ------------------------------ Jonathan Lynn ------------------------------

RE: Warm Transfers to Queues?

Posted By Jonathan Lynn 09-11-2023 19:01
Found In Egroup: Open Forum \ view thread
Transferring directly to a queue is the wrong approach in my opinion. If you have any script in front of your queues (which controls the caller in queue experience), then it is bad practice to transfer a call directly to a queue. If you forward directly to a queue, there is a risk the caller stays ...

RE: 8x8 Infrastructure / Design and SLAs etc

Posted By Jonathan Lynn 09-01-2023 07:53
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I think there are several key differentiators here. Support response SLA's, they may be entirely up to your reseller. Then on platform reliability, an SLA is usually backed by a financial guarantee to compensate when the SLA is not met. So it may be up to your reseller to agree what, if any level ...

RE: Missed Calls and Disabling Notifications

Posted By Jonathan Lynn 08-16-2023 00:55
Found In Egroup: Open Forum \ view thread
The sip standard accounts for this by leveraging: SIP cancel cause=200 "call answered elsewhere" It's a shame 8x8 don't support it. It's a deal breaker for many organisations. ------------------------------ Jonathan Lynn ------------------------------

RE: 8x8 Oracle NetSuite Integration

Posted By Jonathan Lynn 08-09-2023 02:07
Found In Egroup: Open Forum \ view thread
For customers who operate the full UC/CC stack, the issue I suppose is whether the Agent Softphone as it seems to be called needs an 8x8 Work license, and if it's administered via Admin Console does this bring across the same limitations as the regular softphone has today. We are mode 3 customers ...

RE: 8x8 Oracle NetSuite Integration

Posted By Jonathan Lynn 08-09-2023 01:50
Found In Egroup: Open Forum \ view thread
Keep in mind that the default behaviour of the workplace phone endpoint is that it does not receive the originating caller ID so driving screenpop behaviour from the endpoint needs some additional consideration, hopefully 8x8 just make the WebRTC version more "VCC aware".

RE: Android Teams 8x8 Phone App ring volume

Posted By Jonathan Lynn 07-24-2023 09:42
Found In Community: Open Forum \ view thread
I believe the issue is related to the Teams app playing the ringtone out of the wrong speaker and currently there is no way to change this.