PBX Prefixes for CID
LOVING the PBX integration for caller ID lookup (now that I figured out how to get it working - updating the lookup source in the incoming routes). However, most caller ID screens, including ours, only display a max of 14 characters.
So, on our phones, when a caller that is in the system calls in, we only can sometimes see just a partial bit of the status, and often NONE of the actual name. Very annoying. For example, this is some of the recent CID's that show up on our phones:
In Progress: J
Bottom line, the only time we can even see PART of the name is when it's NEW or when there's no open ticket. Can you format the statuses to "shortcodes" so we can see more on the CID? For example:
New = New
IP = In Progress
AP = Awaiting Parts
Inv = Invoiced
CR = Customer Reply
We are marking this complete.
Has anyone successfully setup RepairShopr as a Caller ID Source on a GrandStream PBX? Thank you!
@Ryan - Thanks for the reply. It's working great for us now. Fonality doesn't support it showing on the phone's caller ID, but we do get a web-browser pop-up when a call is coming in with the status and it's appending to the ticket. I'd love to get this working with outbound as well, as Fonality supports that feature, but so far the coding I've found in these forums gives me an error. Do I need to e-mail Troy to get this feature enabled on my account for Outbound?
@RS, Still 2 outstanding requests on this:
1. Doesn't work if multiple tickets are open (only shows the newest ticket status) instead of showing the # of tickets open.
2. No section in the App Center for instructions, settings, option to disable, customization, etc.
@Troy: Any chance these other things will happen?
@Joseph: If you're getting the name, its working. It will only show a prefix of status if they have an open ticket. Can you confirm this is apparent? Also, make sure the name is showing exactly as entered in you RS account. If not, you may have another CID lookup source marked as your primary. If RS is set as your primary, you should be getting the CID with a prefix. You can test this by just putting that URL string into your browser and seeing if the HTTP result shows with a status. If not, than you need to put in a support ticket with RS...
Trixbox is now Fonality - we're in the process of getting this in place (I've spent 7 hours with their techs on the phone trying to get the system setup, so I can't say I'd recommend it yet). I enabled the Caller ID Lookup, but it only gives me the customer name. Not ticket status. Are there shortcodes I need to append to the CID somehow? Currently, they have it setup like this:
Just a follow up - 8x8 does not support it. I went back and forth quite a bit with Rami at 8x8 and it sounds like he either didn't really want to look into it, or they can't do it. He kept telling me "We integrate with CRM" but not to this level.
@Joseph: You just need to ask 8x8 where/how to enter in an "HTTP CID Lookup Source". In most PBX's it's a separate section just like Ring Groups or Extensions.
Can anybody confirm that 8x8 works with this? I just spoke with them and they claim they can integrate with any cloud-based CRM.
What ever happened to the part of this involving prefixing the # of open tickets (if multiple) instead of just the "most recent" open ticket status?
@Chris: I made a seperate topic for your request of having in-app notifications for calls:
@All - This is live as of 7/10/15.
What it does do:
- Prefixes display the initials of the ticket status, including capitalization ('Waiting for Parts' is WfP, 'In Progress' is IP, etc.).
- Any custom ticket statuses you created work, too. (We have 'Needs Scheduled' which shows up as NS, etc.)
What it doesn't do:
- Doesn't work if multiple tickets are open (only shows the newest ticket status) instead of showing the # of tickets open.
- No section in the App Center for instructions, settings, option to disable, customization, etc.
@Troy: Any chance these other things will happen?
In any case, this is SO much better than it was. Our techs have been raving over how helpful it is to finally see customer's names when there's an open ticket :) Thanks!
@Troy: I'd love to hear an update on this. It's been almost a year this has been planned. You, Robert, other users and I all see the value of having MORE useful information for communication.
The CID lookup is such a useful feature in RS, but it's become more of a thing to ignore than it is to use as of now. Our tech's don't really even bother to look at CID because all it ever says is "In Progress: M" or "Customer Reply" - no customer names or useful information. Here is my outline of what would qualify this topic as completed:
- Section in the App Center called "PBX CID" with instructions (the inbound string) and settings
- Option to "enable" the feature, so users like @Steve can choose to not use it
- List of ticket statuses and their corresponding initials (customizable would be epic)
- Make multiple open tickets show the # as the initial (three open tickets would show "3")
- Bonus: A secondary (duplicate) inbound CID lookup string for this topic: http://feedback.repairshopr.com/forums/165658-general/suggestions/6989005-outbound-cid-call-tracking?tracking_code=6ed56f31c7220acdbfd04a62483fa493
PLEASE and Thank You!
@Chris: I see where you're going with that idea (and I TOTALLY love it) but it's technically a new idea and will get "lost" in this topic's development unless it has it's own forum post. Could you please make that idea it's own New Idea Topic? I'd love to put input into it (opting computers/sessions into being in "reception mode", in-app popup alerts for calls, etc) but don't want to have two topics in one. Thanks and great idea!
@Chris: Love it! I can see how this would work for single location shops (it would just have an alert on EVERY computer that has RS open), but how would it work for multi-location shops? We're talking about a lot of live notifications coming in. Plus, would you want that notification showing up on EVERY computer that has RS open?
One additional items that would be GREAT to have with the above that will allow me to have the customer record pop up on the screen (if that user is selected so in their profile, or something similar) to allow for faster assistance and quick noting on the customers account of the call and what the conversation regarded.
*When it shows a caller calling in it will pull up that user on the screen.
Ryan (Power User R7, RepairShopr) commented
Still excited about this...
@Jascon - What does the VoIP provider API do exactly? Like, does that add additional features to RS, or does it use RS data to make the PBX more intuitive? I was looking at our carrier (Flowroute) and noticed they are working on an API and didn't know what benefit it would bring. Can you elaborate?
@Steve - What?! That is one of the coolest parts. Doesn't that help your techs at all? Every one of our new employees has their mind blown when they see the status on CID. Just sayin...
How about the ability so specify if we want to use long, short or no statuses by adding a parameter in the query string?
I was about to add the CID feature to our PBX until I saw that the ticket status was in the caller id. For us, we don't need to know the status when the customer calls.
Jason Miller commented
It would also be awesome to add 8x8 VoIP Phone Systems to the APIs as well. They have an API and other CRMs integrate with it as well. Very Popular VoIP phone service.
Rockin'! That's what I intended to propose. What about for "custom statuses"?
AdminTroy (Founder, RepairShopr) commented
Hey Ryan - We aren't going to add any 'short codes' - I'm going to get the "initials" for the status and use that instead.
New will be N
In Progress will be IP