Call Queue: Better way to check messages

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  • Idea
  • Updated 5 years ago
  • (Edited)
There needs to be a better way to access group messages than searching through emails or logging into the control panel.

We miss so many group messages because we do not see them when using our desk phones, mobile apps and desktop apps because they are not shown to the users of those groups in their inbox.

There are several ways that this could be accomplished.  The first one being the way other voip services work (i.e. 8x8) whereas group messages are listed to all members of that group in their inbox which is separated into private (direct extension messages) or group messages (those in groups to which the user is a member of).  If there is a unanswered group message, the message indicator on the desk phone lights up, or the are shown as group messages in the mobile or desktop app.

Another way this could be accomplished on the short term would be to create a separate mobile or desktop tray app which would only deal with group messages.  Personally, I much prefer the first option since I know it works well and we never missed those messages before.

Making people rely on their email or text messages is not practical because you can't tell if the group message has been responded to by another team member.
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Larry Solheim

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  • frustrated

Posted 5 years ago

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Ritu Mukherjee, Employee

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Are you using our new Desktop App ? All group messages show up in end user's inbox.
Here is more details on our latest desktop app
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Aaron Stewart

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No, they apparently don't. What is the suggested way for a user to toggle between their individual extension identity and a group identity?
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Mike, Official Rep

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The only way is to manually log out and log back in under the new number (and ext). There's not a simple toggle of any sort. 
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Aaron Stewart

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That's a bit surprising, I expected a "switch between saved accounts" kind of feature on at least the Desktop App. Regardless, I appreciate the quick, clear reply - thanks Mike!