Admin Shared Contact management
Would there be a way to make it that shared contacts(groups) only show based on user groups(admin)? Say I have a sales department in Utah and a sales department in Texas importing shared contacts for the Utah branch doesn't really help the Texas location. Also, I think end users should not be able to import Shared contacts only Private contacts. I think Import should be an admin feature and I think it would role in nicely with the user group suggestion. To where admin or (group managers) can import contacts based on user groups. Or be an option in the admin portal to turn off for end users. I have locations making a mess of this feature in the app (not making contact groups) importing contacts that don't make much sense to be shared with a whole company. I have a hard time getting people to appreciate the GOTO app where I work except the IOS version. I think some adjustments with the contact features would really help.
Find me/Follow me tab issues
This post has 2 issues in the same area of the admin portal Issue 1: The "More Option" drop down doesn't make ay sense. It should always be showing. Its just more clicking that I have to do that really isn't necessary. The drop down options should simply always be showing. Issue 2: When I go to type in an external number, It requires me to put in a + sign. After I do that, the box grays out and i have to click in the field again to start typing the actual number. This is very annoying and slows me down and is again, more clicking than necessary.
Add weekly call routing schedule for phone numbers (on Call) and/or dial plans
Please add the ability to schedule phone number and/or dial plan routing based on a schedule. This could be a round robin schedule or a begin date schedule. We manually change the On Call number routing weekly. We have a schedule to identify who takes calls from the on call phone number and the rotation is weekly. The schedule is round robin with some exceptions to the schedule for Holiday coverage. For simplicity, it might be easiest to enter the weekly schedule. Not so sure an end date would be required. The previously scheduled route would end when the next schedule date/time starts. We also use dial plans for each user that participates in the on call schedule. Not sure how simple or difficult it would be to modify the user called in the dial plan or attach the schedule to the dial plan as opposed to the phone route. Either way works for us as long as a schedule can be identified and it changes the phone routing on a weekly/start date basis per the identified schedule.AI Receptionist warm transfer
Warm transfer in AI Receptionist The new AI Receptionst transfers calls, but they seem to only be direct transfers. We have it ask the caller their name and what company they work for. It would be great if the AI Receptionist could do a warm transfer and announce the caller before transfering. It would be even better if we could tell the AI Receptionist we are busy and transfer the call to voicemail.Confirmation Fax for Desktop App Faxing
The new feature to fax from the desktop is amazing, kudos on the addition. One thing that keeps us from being able to utilize it, it does not have a confirmation email sent. We are healthcare and are required to have proof of delivery. It would be great if you could have it send the confirmation to and email like it does with all other uses. Thanks!
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.
Hide Admin Settings from Supervisors in Contact Centre
When assigning a supervisor to any queue or inbox in the Contact Center, that user will automatically see the admin settings for the contact center. They may not be able to change many of this settings, but can the please be hidden unless the user is made an admin of the system.Contacts Import - option to undo/recall
I've run into issues importing contacts using the exported file from the CRM being used. Those issues aside, it seems like the import process for contacts should include an undo option. In other words, if the import has unintended results, you should be able to revert. In addition to this necessary feature, I want to echo other posts that have raised the idea of allowing mailing addresses to be imported. Mailing addresses are available fields if you manually add a contact. It seems that a mailing address should also be an option for importing contacts.
