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10
Vote
Enable Agent and AAD lookup in outdial as per the transfer feature
Because it makes a cleaner workflow and is a default behavior that should be consistent whether you are calling or transferring. ITS BASIC CAPABILITY
Created 21 May 05:26 by Guest
Contact Center
1
15
Vote
Active Directory / AAD contacts integration expand lookup
Expand the number lookup to the mobile field, add additional AD fields like Department, Manager, location. Why? Because all the competition have it and have had it for years.
Created 14 May 23:54 by Guest
Contact Center
0
79
Vote
Multiple silent monitoring
Please add a feature to allow multiple supervisors to do silent monitoring for a single call at the same time. We have received requests from several customers (users) to implement the above features.
Created 27 Feb 07:01 by Guest
Contact Center
1
18
Vote
Change the display order of the call recording screen on the supervisor desktop
Change the display order of the call recording screen on the supervisor desktop. It is possible to manually swap columns. (e.g., click and hold on the area marked “ANI” and move the column) However, the order cannot be rearranged on the WebexCC si...
Created 07 May 02:42 by Guest
Contact Center
0
12
Vote
Pre recorded agent announcement
Currently in Cisco PCCE, the system allows the system to play the agent name or recorded message upon answering the call. This reduces the effort for the agent to announce their name for every call that is delivered.
Created 15 May 15:29 by Kip Carman
Contact Center
0
5
Vote
Agent desktop logout popup
Hi Team My customer is running into a scenario where Agent desktop logs them out. But if they are working on some other application they would not get to know till the time they go to Agent desktop window and realize they have been logged out beca...
Created 21 May 16:39 by Guest
Contact Center
0
17
Vote
Add coaching feature for silent monitoring
During silent monitoring of Webex Contact Center, there is only an barge-in button. I would like to have the ability to move to coaching (whispering) added.
Created 19 Apr 06:17 by Guest
Contact Center
0
16
Vote
Limit the number of incoming calls based on the maximum number of calls for each flow
There is a request to limit the number of simultaneous calls to a CC with a small number of people or during lunch breaks. There are also requests to limit the number of simultaneous calls in cases where the call center can handle incoming calls b...
Created 19 Apr 03:12 by Guest
Contact Center
0
30
Vote
DTMF input operation on WebexCC's browser
I would like to be able to do DTMF input operations on the Webex Contact Ceter browser. If you make a call as an agent to a destination number with IVR, you need to bring the Webexapp side of the call to the front and dial it just to use DTMF. Sin...
Created 06 Mar 01:57 by Guest
Contact Center
0
20
Vote
Webex CC - Combine the full administrator and supervisor roles.
Problem Description:Full-admin can set general users and read-only admin as "Premium Agent - Supervisor Role". However, full-admin cannot set himself or other full-admins as "Premium Agent - Supervisor Role" Enhancement Request: There is likely bu...
Created 28 Mar 04:46 by Guest
Contact Center
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