IDEAS


  • 2

    ability to forward the incoming call to another number without picking it up and talking to the caller

    Suggested by Deniss Jupits New  1 Comments

    We have a business scenario that when certain flagged customers are calling, we want level 1 support agents to be able to forward those calls immediately to level 2 support agents without even talking to the customer. The customer should not feel the forwarding happening and these customers shouldn't speak with level 1 agents.
    Is there an ability to forward the incoming call to another number without picking it up and talking to the caller?
    We understand that there may be a pick-up and forwarding technically done on the backend, but the point is that from customer's perspective it should feel like as if agent 2 is the first person answering the call.

  • 1

    Make 4+ conference participants visible in UI

    Suggested by Deniss Jupits New  0 Comments

    Currently when 5th person joins the conference, the 4th one becomes invisible in UI. There is no business reason to take participants out of IU and make them invisible. Let all the participants be visible with scrolling option if they don't fit into the screen, so that it is known to the user who hears the conversation.

  • 1

    Ability to overtake extension in CTI login process

    Suggested by Deniss Jupits New  0 Comments

    Ability to overtake extension in CTI login process.
    Currently when an extension is “used” by CTI and a user didn’t log out properly (or when used CTI in incognito window which got closed), then there is a conflict in logins when another user (or the same user after closing incognito window) tries to log into CTI with the same extension. It returns an error and blocks the login. This requires to use Agent Logout Tool. But the logout tool is given to supervisors (at least at Home Depot), so it adds logistics to ask supervisors to log users out. A much cleaner experience would be if the function of Agent Logout Tool was integrated into login process, so that when a user is logging in, say, with agent ID 12345 and extension 34567 but this extension is already “used” by CTI, then CTI UI asks the user if he wants to overtake the extension in CTI. Similar like Avaya phones have a function to take over an extension if you are logging in with an extension which is already logged in for another phone. This can be achieved by running agent logout tool algorithm on the background upon conflicted login, because you already have all the inputs when agent is trying to log in: you know the system he is using, his login, Agent ID, extension, password (if applicable) because the agent entered them in the login window. Such “extension overtake” ability would make it a clean experience rather than login frustration currently experienced by our associates daily. Imagine trying to log in your gmail mailbox and getting a blocking error that you already logged in from another computer, so call our 1-800 support number to log you out of that other computer so you could log in here. Adoption rate wouldn’t be there.

  • 1

    Ability to add digits to quick-dialed numbers via Quick Dial before initiating the call

    Suggested by Deniss Jupits New  0 Comments

    Ability to add digits to quick-dialed numbers via Quick Dial before initiating the call (for Quick Dial for both conferences and new calls). E.g. Quick Dial configured number is 1-800-777 and then user can add 7001, then press “call” and it’ll call 1-888-700-7001. This function is currently available on Avaya hard phones.

  • 1

    Make agent ID non-mandatory for logout via Agent Logout Tool

    Suggested by Deniss Jupits New  0 Comments

    Make agent ID non-mandatory for logout via Agent Logout Tool

  • 1

    In Conference Quick Dial, make width of ‘Call’ button the same as width of Quick Dial drop-down menu

    Suggested by Deniss Jupits New  0 Comments

    In Conference Quick Dial, make width of ‘Call’ button the same as width of Quick Dial drop-down menu

  • 1

    Quick Dial function for new calls

    Suggested by Deniss Jupits New  0 Comments

    Ability to configure frequently called numbers and select them from a menu to initiate a Quick Dial call. Similar mechanics as existing Quick Dial for conferencing, but available also for new calls.

  • 1

    CTI user login report

    Suggested by Deniss Jupits New  0 Comments

    CTI user login report, preferably with storing historical user login-logout date-time data. However, having currently logged in users in the report can be MVP. It has to be not a log on the server but a report available via web browser.
    For currently logged in user report columns needed: user ID, first/last name, agent ID, extension. 
    For historical login user report additional columns would be login date and time, logout date and time, session duration.
    Selection fields for input should be any of the columns.

  • 1

    transfer issue when less than 3 seconds

    Suggested by DSI_Telecom IMA New  0 Comments

    If a warm transfer is completed in less than 3 second, this cause a error and the call freezes.

    Is it possible to reduce this timeout to a shorter value (0.5s?) to avoid this behaviour?

    Thanks

  • 1

    Let us EASILY see who is logged in

    Suggested by Leonard Silon New  0 Comments

    We desperately need this info because if the system says someone is logged in and they on their machine show not logged in, that is a great tool to troubleshoot