Desktop and Mobile Application presence or awareness status
Have the Desktop and Mobile applications report presence or awareness status When the users are logged in on their desktop or mobile applications, report on the PBX that the "device" is online. When the users are logged in on their desktop or mobile applications and are on the phone using their extension, report to the system their presence for accurate speeddial with presence identification. As a business partner we deal with a number of different size clients and many clients that have softphone only extensions. When setting up the softphone only users, the PBX defines a device for the user. The issue comes up when: 1) the customer sees these extensions as offline/unavailable lines in the PBX 2) the physical phones or side cars that are setup with all users that have an extension on the system. They are defined as "SpeedDial with Presence"; however, because these are softphones, they do not report to the users when the individuals are actually available or when they are on their phones.
Audible Sound for Calls Waiting in Queue and Dashboard
It sure would be nice to have an audible beep sound on your computer speakers when there are users waiting in queue. Mitel Contact Center interface had this feature and it was very helpful for users whom are multi tasking to know there are callers waiting in queue. This would be nice to have on a Dashboard Computer when the queue reaches a curtain number of callers in queue to Alert the entire Call Center when Queue is being overrun by callers. We find this functionality to be very helpful and improves call response time.Forced = Forced
So the Supervisor Interface when user is paused says Forced but GoTo 0.574.0 4.12.2 user interface shows user as Away. Now we don't want users using Away as an option so Forced was perfect. Now all of our users have been using Away which we don't want as a selection status. How about we keep Forced as is and change the user interface back to it so that users don't think it is an away from desk function. Forced stays Forced initiative.
When uploading contacts via CSV file allow it to go to private contacts not just shared contacts
Currently when uploading contacts for an individual user via CSV file, the contacts import but only as shared contacts. This means for a person in our company trying to upload their personal contacts, they immediately get shared with the entire company and clutter everyone's contacts. Please make an option so that when you upload contacts for an individual user, it uploads to Private Contacts instead of Shared Contacts, or at least give the option to the user to upload to either. This is a royal pain for users who are trying to get their contacts into GoTo App and don't want to or can't use Outlook.
Contact list should show Company Name instead of "Unnamed"
Whenever i have a contact in my GoTo contact list which has a Company Name, but no First Name or Last Name, it shows up in my contact list as "Unnamed". This is not helpful to the user in any scenario I can imagine, especially when there are a lot of such Companies in the list. This happens a lot. For example "Verizon Support"; I do not have a first name or a last name to supply here, because I have no idea who I'm going to get when I call that number. It is not useful to me for this entry to show up as "Unnamed"; it should show up as "Verizon Support". This is very easy to achieve programatically. I know because I'm a software developer myself. Also, you are already essentially doing this with the first name and last name. For example if there is an entry called Mary Jones, and both first name and last name are present, it displays under "M" as "Mary Jones", but if only the last name, Jones, is present, it shows up as Jones. Just do the same thing for Company name if niether first or last name is present. Better yet, include entries multiples times in the list to make them easier to find. This is what I do in my own applications. For example, if you have an entry of Mary Jones at American Family Insurance, display it three times as "Mary Jones - American Family Insurance", "Jones, Mary - American Family Insurance", and also "American Family Insurance - Mary Jones". Perhaps not everyone will want to see their list this way, but I think you will find that people like it. If you want this behavior to be optional, simply add a setting called "List contacts multiple times" or something like that. But at the very least, please do not list anything as "Unnamed" unless there is no first name, lastname OR company name; just display whatever name you have available. As a work-around, I have had to copy the Company Name into the First Name on all of my contacts, and remember to do this for each new contact I create, or whenever I change a contact. This works, but it's clunky and inconvenient.
Auto-Answer Inbound Calls
This is pretty standard across other providers (RingCentral for instance). Currently, all inbound calls must be manually answered by the agent. First, this sometimes causes issues as the system won't let the agent answer the call, then it gets stuck or routed to another agent, which is not ideal. We need to balance calls as much as possible. Second, it would save a couple of seconds for the agent as the incoming call would be automatically answered.
Historical view of SMS messages
We need enable functionality to the MESSAGES button in the GOTO PC APP to provide a historical view of SMS messages. This button when currently pressed only provides the opportunity to craft a new message NOT see old messages/conversations as do all message apps today, its universal. If you press the VM button it takes you to the previous VM activity (makes sense) This is the same function the Messages button should display along with the option to create. 99% of the screen should show the message history and the 1% should simply have a + button that = create new message. As it stands now, you have to click the activity to view old SMS messages along with all the noise of incoming and outgoing calls.