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Ian Measures's profile image
Ian Measures 8x8 User posted 08-27-2024 08:29

Hi All,

Does anyone have any experience (UK) with the functionality of this. We have recently onboarded a multi site Estate Agency and they have been using this successfully with the previous system (HVS) where there is a small announcement in an agents ear that advises where the call has come from (Right Move etc.). 

Unfortunately, its now not working with 8x8 and the customer is having to do added admin to get visibility of those calls for reporting purposes. 

Just for information, both websites have said that they will only ever pass through a clients number, rather than a website CLI (which I thought would be a way round it, listed a s a contact).

Any thoughts appreciated.

Ben Fischer's profile image
Ben Fischer 8x8 User posted 08-28-2024 16:07

Ian,

The Whispers are per Queue, so if you had a queue for each input and a whisper, you'd get your outcome. We're using Whispers for our auto answer agents so they know the context of the call when it comes through. The doco says this is not a supported config, but it works. Win.

Alina Maxim's profile image
Alina Maxim posted 08-29-2024 09:12

Hello Ian,

the only way I can think of doing this is with the Agent Whisper on the queue as such:

site A would forward the calls to Queue A with the agent whisper A, and the same should be done for Site B as well.

Please see more tech literature here.

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