inContact Developer Discussion

[logos]

When using a customer menu item that opens a media client, it will disconnect any call already in progress (say one on hold or on xfer).  I understand this is by design.

However, what I would like to use it for is for easy transfering - eg, I would list the most commonly called numbers as custom menu items.  I know of no way to put shortcuts into the contacts for all users; custom menu items would seem to be a good use for that.  Even if I could do that, contact lists can be enormous for some users;  it would be much more convenient if the user could just click the custom menu item and hit xfer to direct the call to another department, IVR, or whatnot. 

Does anyone know if this is going to be looked at?  I put in a ticket, but haven't heard squat about it in over two months.  If it isn't going to be looked at, can anyone at least suggest a good workaround?

Message Edited by logos on 12-05-2008 03:56 PM

[KeithKreuz]

That is an excellent suggestion, Tyler, and it has been added to our JIRA system as a feature request (ticket # IC-3473).  Please work with your CSM on a possible workaround.

[MarkR]

I am not sure if you have already looked into this for a work around, but what about adding those records to the phone book?

It's true that it isn't very elegant, but you can use insideWS (https://inlogin.com/insidews/insidews.asmx) to add, modify, or delete records in an agent's phone book.  It sounds like you would want to do it universally for all agents, so you would have write your code to do it for all agents (the webservice method only does it one agent, one entry at a time). 

Also, we here in Professional Services have the ability to add phone book records in mass.

Could that work for you?

[logos]

Thanks for the heads up, Keith.  Justin (my CSM) let me know on Dec 8th that he finally got around to putting that ticket in.  He seems pretty new, and doesn't seem to understand much about scripting or how the programs actually work, and so is not able to provide me with any ideas for workarounds.  Kat in tech support and I weren't able to come up with anything either.

[logos]

Thanks for the suggestions, MarkR! Lemme address them here:

Adding the records to the phone book would work, of course, but as I mentioned some people have huge phone books already.  I want to simply the process of calling commonly used numbers and turn it from a five-step process (open contacts, enter new record; then when making a new call search contacts (can be time consuming for some users), select contact to call) into a two-step process (click on Menu, click on one of a very short list of phone shortcuts such as vmail management or the accounting dept).

As far as I know, you have to purchase  access to insidews. I doubt my bosses would be happy were I do to so simply to run a phone book update tool.  Also, it does not address the problem of searching thru large contact lists (for instance, sales and vendor management people have huge lists.

Professional services - again, a $ issue; I doubt my bosses would approve $150 each time we wanted to add something to everybody's phone book.   This also does not address the large contact list issue.

Good ideas tho, thanks for trying to help!