MAX Agent

  • 0
  • 2
  • Idea
  • Updated 5 months ago
This is for the contact center/ incontact side. We have a US account with 200+ lines and find MAX agent very limiting. There is not identifiable caller ID for incoming internal, queue calls. When an agent has an internal incoming queue/max agent call the caller ID either displays the agents extension or the main phone number. It would benefit identifying the incoming call and if a call back is needed, the call will be listed correctly for dialing.
There is also no option to transfer a call directly to another extensions voicemail. This can only be done from the office side.
There are multiple contact options when transferring a call. Which has been pointed back to address books one for office the other for manual, which cannot be backed up to simplify to one transferring option. One contact option would ease confusion.

If there are any suggestions for these issues
Photo of Shenay Hardeman

Shenay Hardeman

  • 342 Points 250 badge 2x thumb
  • disappointed

Posted 7 months ago

  • 0
  • 2
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 62,174 Points 50k badge 2x thumb
Hey Shenay, since inContact created the integration, they would be the ones to talk to about making any changes.
Photo of Shenay Hardeman

Shenay Hardeman

  • 342 Points 250 badge 2x thumb
Hello Saadet, Is there a community for inContact?
Photo of Shenay Hardeman

Shenay Hardeman

  • 342 Points 250 badge 2x thumb
Right, I am familiar with their resource center. This was more of an improvement idea.
Photo of Jessica - Community Moderator

Jessica - Community Moderator, Official Rep

  • 6,472 Points 5k badge 2x thumb
I dug some more and I did find a community-- it's NICE inContact
Customer Community
Photo of Shenay Hardeman

Shenay Hardeman

  • 342 Points 250 badge 2x thumb
Hello,
I don't have access to their customer portal/commnuity either. We tried contacting them directly and were redirected to Ring Central. 
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 62,154 Points 50k badge 2x thumb
Hi Shenay, I will do my best to pass this along. However, as I mentioned previously, we do not have any control over the features that inContact implement :( We partner with them but we do not own their technology and cannot change it
Photo of Shenay Hardeman

Shenay Hardeman

  • 342 Points 250 badge 2x thumb
Hello Saadet,
Thank you for doing you best in passing this along. I understand the control and incontact is a third party, that is the problem. When this product was pitched to us it wasn't explained as so.