Allow Admins to Set & Lock Forward Text Messages to Email Property
For compliance purposes we have enabled the forward text message to email functionality for users in order to archive text messages within our email environment. This is needed as regulations in the financial industry have become much more strict surrounding the use of text messaging for business related activity. We would like this feature to be controlled by an Admin instead of the user so that this can be controlled and monitored at a higher level to ensure compliance. Users that use text messaging with clients are required to utilize GoTo for these communications so that it can be tracked and searched by Compliance Currently, the messages can only be forwarded to the email address associated with a particular user. We would like to be able to set the email address these messages are forwarded to in order to ensure capturing of all messages in a centralized area without the need of setting up rules for each users' mailbox. Thank you! These enhancements would be beneficial to many companies looking for a solution to text messaging archival in the financial industry!
Button Configuration
It would be great if there was a feature to set default standard programming for different model phones so as soon as the phone is registered to the account then the button programming would get pushed automatically. Along with that it would be nice to be able to copy and paste button programming from 1 phone to another phone
Enable IP Phone wallpaper/background changes through PBX
The university I work for takes pride in our branding. We were previously able to edit the wallpaper/background image on our phones with full color screens to display our logo through the PBX. We recently had a request to update the image, but upon looking through our Jive/Goto admin panels the option is no longer available. I spoke with customer service yesterday and they requested that I host the image on a public site and provide them with a link to the image. I obliged, but our screens still do not reflect the changes. Are there any plans to bring back this capability in the admin panel of the PBX, or will we have to find a way to script the changes to individually target each compatible device?Schedule Over Ride
Back in the day we were a major Samsung Dealer. Samsung had ring time override (RTO) buttons and ring plan override (RPO). RTO would keep the system stuck in a certain mode until manually turned off. RPO would manually keep the system stuck in a mode only until the next event. For example, the office closed early at 3pm but wants the system to go back to regular schedule tomorrow morning at 8 am when they reopen. In the schedule part of the admin portal I think it would be helpful for system administrators to have an option for 'All Hours Closed (Until next scheduled Open Event)' That way they only need to log in 1 time to close early instead of having to remember to log back in the put the system back in open mode the next morning.
Analytics - Pause Reasons by Agent
Currently the agent can select a reason they are pausing yet as a supervisor I cant see any breakdown of those options, so why have them? The only good this does if the supervisor is watching the queue LIVE and can see the reasons there and only there. We would like to see a break down of pauses reasons selected by the agent. Included would be for how long they are on pause and the reason they selected.More Robust Schedules and Holiday scheduling
It would be great when you create a schedule that you could color code the schedule with day mode, night mode, AND LUNCH mode with out having to make a second schedule. That would mean the schedule tab would need to have a 4th option for lunch. I would also like to see a node that can be drawn to "holiday schedule" node in the dial plan. The holiday tab could be set up how it is not with admins being able to set the dates and times of the holiday but then they would also be able to add a sound clip to each of the holidays that are scheduled. This would make it so admins don't have to login all the time to change the holiday message OR is they forget then a customer isn't hearing the Thanksgiving message at Christmas time
Periodic announcement message to trigger if there are any members in the queue
There has to be a way to set the number of callers to -0-. This is a very basic functionality. Why would the customer not get a message unless two other customers are in queue? That makes no sense. Please let me know that this is a future enhancement that is planned or I am not sure that Goto is going to work for me.
Call Queue - Allow callers to be automatically transferred if no agents are present
I would like the ability to have an option to transfer calls that come into an empty queue out to a dial plan. We are having a few callers who somehow call the call queue during off hours and are then evicted as there are not call center agents present. I would like the ability, in the dropdown to handle these calls, to transfer the calls to the dial plan they would have been routed to had they called the correct number. Currently this is really the only options to handle those callers.