We are increasingly using more custom rules for more and more complex work schedules and situations with customers to forward calls appropriately to different users, departments, voice-mailboxes, etc.
We are all continuously finding work-arounds to manage our calls how we need them handled. But this is causing complexity and difficulty in managing our rules. Here are some prime improvements that we would greatly help:
Rules-Precedence
Currently wen we want to add a holiday closure custom rule or closing early rule, a lot of our existing custom rules are conflicting and we have to manually turn off all our custom rules before can apply any holiday or closure rules.
This could be very easily improved/fixed if we had a rules-order-of-processing feature, which can be represented and managed in the current custom rules list be just added / allowing precedence reordering of our rules list(s).
FaxText-Filter
We have many users with voice+fax lines that are also texting. We need to forward or manage faxes and texts differently than voice calls on these single lines, so we need an additional filter when editing custom rules to specify all / fax / voice / text. Currently if it is important, we end up paying for a separate number for handling faxing/texting per user.
Forwarding-Groups
We have many situations where we need to forward a call from a user-extension to an IVR group extension. Currently we have to setup our rules and call-handling settings to not answer a call forcing it to go the messaging function, then we turn off take-message and forward to a group, then select the IVR group extension. Works kind-of, but causes an extra delay in the call being transferred and is very hard to manage/maintain - our admins have to add an identifier to our user-extension-name (eg. a prefix/suffix asterisk) so that we remember which user extensions have this weird setup.
This would easily be improved/fixed if we could select any of our existing extensions (User and IVR and other extensions) in the main and custom rules Call Forwarding options (instead of just forwarding to a phone number)
Complex Schedules
We are having more and more users working split schedules, shared schedules, multiple days/weeks on and off schedules. The current custom rules schedules of specific date ranges and days of the week, are getting harder and harder to manipulate to work. We currently have to enter many custom rules to cover a single work situation (eg. 5 rules needed to forward calls to 5 different users that each cover the phones one day a week)
Hopefully someone on the Design/Dev teams reads or reviews this. Fingers crossed, but not holding my breath!
We are all continuously finding work-arounds to manage our calls how we need them handled. But this is causing complexity and difficulty in managing our rules. Here are some prime improvements that we would greatly help:
Rules-Precedence
Currently wen we want to add a holiday closure custom rule or closing early rule, a lot of our existing custom rules are conflicting and we have to manually turn off all our custom rules before can apply any holiday or closure rules.
This could be very easily improved/fixed if we had a rules-order-of-processing feature, which can be represented and managed in the current custom rules list be just added / allowing precedence reordering of our rules list(s).
FaxText-Filter
We have many users with voice+fax lines that are also texting. We need to forward or manage faxes and texts differently than voice calls on these single lines, so we need an additional filter when editing custom rules to specify all / fax / voice / text. Currently if it is important, we end up paying for a separate number for handling faxing/texting per user.
Forwarding-Groups
We have many situations where we need to forward a call from a user-extension to an IVR group extension. Currently we have to setup our rules and call-handling settings to not answer a call forcing it to go the messaging function, then we turn off take-message and forward to a group, then select the IVR group extension. Works kind-of, but causes an extra delay in the call being transferred and is very hard to manage/maintain - our admins have to add an identifier to our user-extension-name (eg. a prefix/suffix asterisk) so that we remember which user extensions have this weird setup.
This would easily be improved/fixed if we could select any of our existing extensions (User and IVR and other extensions) in the main and custom rules Call Forwarding options (instead of just forwarding to a phone number)
Complex Schedules
We are having more and more users working split schedules, shared schedules, multiple days/weeks on and off schedules. The current custom rules schedules of specific date ranges and days of the week, are getting harder and harder to manipulate to work. We currently have to enter many custom rules to cover a single work situation (eg. 5 rules needed to forward calls to 5 different users that each cover the phones one day a week)
Hopefully someone on the Design/Dev teams reads or reviews this. Fingers crossed, but not holding my breath!
