MAX Agent

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  • Idea
  • Updated 1 month 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
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Shenay Hardeman

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  • disappointed

Posted 1 month ago

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Saadet - Community Support, Official Rep

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Hey Shenay, since inContact created the integration, they would be the ones to talk to about making any changes.
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Shenay Hardeman

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Hello Saadet, Is there a community for inContact?
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Jessica - Community Support, Official Rep

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Hi Shenay, 

It doesn't look like they do, but they have a Resource Center here
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Shenay Hardeman

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Right, I am familiar with their resource center. This was more of an improvement idea.
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Jessica - Community Support, Official Rep

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I dug some more and I did find a community-- it's NICE inContact
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