Smart notes, call transcripts, server-side call logging and more!

I posted a reply yesterday which went for mod review but still hasn’t shown up yet.. (it was all very positive!)

​@rossonomous I am sorry for the delay in publishing. I will investigate why your post was held for moderation. I see no logical reason for it to have flagged.

First of all, let express my gratitude for your kind words. I am glad this tool is becoming indispensable for you. This is a real driver for us working on App Connect. We are excited to be in direct conversation with customers, and learning from them on how we can improve. 

Regarding your feedback:

Transcription/AI Notes - From my brief testing I have found that transcription/AI seems to work better or is more reliable in the full fat client. I'm not sure whether this is an extension issue, browser issue or something else. I haven't given it a good test in the browser version of RC softphone so need to do a bit of that before I can comment further.

I think your perception is accurate. This is something we will be working to optimize over time. 

Server side call logging - Great feature addition but I'm very nervous switching this an experimental feature on when it applies to all users. To confirm, if I add all numbers to the exclusion section apart from 1/2 test numbers, then it won't apply to everyone else? Need to be able to test this first without it touching the end-user.

You are not alone. I too have felt anxious at times working with customers as it is turned on for the first time. Rest assured however, we do have people actively testing the feature, and we are identifying ways to make it better and to build greater confidence in its ability to function is a seamless manner. 

Admin tab - Again this is great and much welcomed. Do you know how long it takes admin selected settings to apply to users? 

I believe it can take up 60 minutes for setting to propagate completely. I could be off on that - ​@dakong can you confirm?

Admin tab - Being able to control region from admin menu for all users would be good

That is something we can fix. 

Reporting - Have mentioned in another post but introducing usage stats would be great. 

I really love this idea. But this will require more time to plan and design properly. Would you like to author a post in which you describe the idea in more detail? We can then discuss with this broader community. 

The ability to use Templates within the manual note section. Our consultants have templates in Word/OneNote which contain the questions they’re going to ask and provides them structure for their manual note taking. They can copy and paste this into the note-taking box but it would be ideal if they could select a template once the call has started. 

You know, this is something that could be pretty quick to throw together. We could repurpose an old SMS templating system we once had to use for this purpose. 

​@rossonomous I am reviewing all of these feature requests with the team. They are on holiday right now (returning Feb 5/6), and when they return I will follow up with you and the community.

​@ByrneReese Great, looking forward to further feedback! 

Back on the server side logging point - Can you confirm on my question? 

 To confirm, if I add all numbers to the exclusion section apart from 1/2 test numbers, then it won't apply to everyone else? Need to be able to test this first without it touching the end-user.

I think a more reliable method is to list all extensions except the ones you want to test. However, once server-side call logging is turned on, it turns off automatic client-side logging for everyone - even if they are on the block list.

In the coming days I hope to release a feature to enable server-side call logging for a single user to allow an admin to test the feature before rolling it out to everyone. Would that be helpful?

​@ByrneReese Yes it certainly would!