Shawn Schwark Enterprise Server Administrator

We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have.

We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have had for years and is a major deficiency in the current system.

When a Caller is offered Voicemail and leaves a voicemail they are counted as abandoned and add to the Abandoned Rate in the Omnichannel real-time analytics dashboard. Callers who leave a voicemail are not going to stay on the line they will drop off and wait for a call-back from someone answering their voicemail. These are not Abandoned calls and should be excluded from the Abandon Rate calculation.

Currently, when an agent transfers a call to an external PSTN number, the capacity of agent is immediately freed up. This causes a problem, since even for transferred calls, the agent is usually required to execute wrap up tasks. Lack of wrap up state for such calls is detrimental to productivity of the agent.

With this feature, externally transferred calls will hold agents' capacity for a pre-configured amount of time, allowing time for wrap up activities.

We would like to have the option to have a different voicemail greeting depending on business hours. Currently the system does not allow for this and is a really big limitation in the functionality of product.