Profile

Jonathan Lynn

Contact Details

To make changes to your name go to your 8x8 user profile

My Content

1 to 20 of 50+ total

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 ...

RE: Holiday Exceptions

Posted By Jonathan Lynn 12-21-2023 01:43
Found In Egroup: Open Forum \ view thread
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

RE: Filtering out the Devices

Posted By Jonathan Lynn 11-30-2023 02:52
Found In Egroup: Open Forum \ view thread
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 ...

RE: Agent and Queue Export

Posted By Jonathan Lynn 10-25-2023 04:07
Found In Egroup: Open Forum \ view thread
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 ...

RE: Friday 20th October | Rejected Timeout | Status Changes

Posted By Jonathan Lynn 10-25-2023 03:55
Found In Egroup: Open Forum \ view thread
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

RE: Post Call Survey - Does anyone get accurate results?

Posted By Jonathan Lynn 10-10-2023 04:55
Found In Egroup: Open Forum \ view thread
I have a feature request in to align PCS with NPS (0-10 scale), if that is relevant here? Kind regards, Jonathan

RE: Ring Groups dropping calls?

Posted By Jonathan Lynn 10-04-2023 01:30
Found In Community: Open Forum \ view thread
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?

RE: Ring Groups dropping calls?

Posted By Jonathan Lynn 10-03-2023 06:11
Found In Community: Open Forum \ view thread
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 ...

RE: Ring Groups dropping calls?

Posted By Jonathan Lynn 10-02-2023 09:06
Found In Community: Open Forum \ view thread
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 ...

RE: Queued Callback End of Day

Posted By Jonathan Lynn 09-26-2023 09:16
Found In Egroup: Open Forum \ view thread
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 ...

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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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.