Instant In-App CID Alert Notifications for current Incoming Calls
Mentioned in a previous topic, this was outside of the scope of the initial feedback request, so I wanted to put it in its own topic to hopefully get voted and approved. See existing topic here:
(http://feedback.repairshopr.com/forums/165658-general/suggestions/6297915)
It would be awesome to have an in-app alert/notification/pop-up for incoming phone calls with the customer’s details. Many phone/cable companies do this (Brighthouse, Time Warner, Comcast, etc), where the caller ID of an inbound call shows on your TV if you have a Phone/TV plan with them.
The alert pop-ups could be a small, temporary notification in the bottom corner of the app – just like Outlook does with new emails. Calls usually don’t ring for too long, so the message could temporarily be in the foreground, and then fade away after about 10 seconds. All the alert would need to show is the customer name, phone number and maybe the open ticket status (if any). Clicking the notification would quickly jump to that customer’s profile detail page, to help add communication notes or view/create a ticket.
This would be a super powerful tool; especially for remote users who aren’t in the office. Techs in the store would have more convenience to see who’s calling if they don’t have a phone in front of them, and remote techs could see if a call is coming into them even if they’re out of the office or away from their phone.
You could set certain users as “receptionists” who would see all incoming call alerts, or specify certain users to not get alerts at all. Alternatively, for big-chain accounts, you could either set it to only display alerts for all incoming calls, or just for customers who’s “Last Location” is your location. This would open up so many doors to improving communication with customers! :)
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@rando, it works with any company that can use a simple HTTP based external caller ID lookup source. You would have to contact vonage and ask them, I would be surprised - but let us know!
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Rando commented
can this work with a Vonage phone system, our company decided to use vonage due the the extensive setup involving in house PBX systems... i would love a pop-up notifying me of the customer who is calling and allowing me to click and open their ticket before I answer the call.
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Chris commented
I see this NOW! I don't know if its a beta thing but I get a popup ad the bottom of the screen where the stats are that says someone is calling and gives me a button to click to go to the customers detail page. LOVE IT!!!!
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Michael Leone commented
I use a FreePBX based system and would be happy to pay a reasonable extra fee for this functionality. Particularly this bit:
"All the alert would need to show is the customer name, phone number and maybe the open ticket status (if any). Clicking the notification would quickly jump to that customer’s profile detail page, to help add communication notes or view/create a ticket."
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Chris commented
can you put us on beta testing?
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Ryan (CTO, Pinellas Computers) commented
This is live in the HUD. At least for beta testers. Mark as complete @Troy?
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Sam James commented
Also interested. Just got the PBX thingy sorted. Great thing and looking for further expansion. Especially something like an unrecognised number brings up a new customer section with the option to merge number to a existing client. The built in notification centre is - ok - but I'd like realtime popups kinda thing.
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Chris commented
I would pay extra for this if it was not too terribly expensive.
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Ryan (CTO, Pinellas Computers) commented
@Troy, I like where @Rob is going with this. We literally DON'T use the notification system right now because it's not at all real time or efficient enough. Emails are another application, text is another device, and in-app is inconspicuous. There needs to be 2 more alert mediums: Ticket Dashboard and Pop-up Message. Those are in-your-face alerts that we'd see and actually use.
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Rob commented
@Troy
If it could revamp the entire notification system to something more real-time, I'd be game for much more than a few dollars a month, and probably even a stimulus investment. Let me know what kind of other ideas you had that could take advantage of it. -
Ryan (CTO, Pinellas Computers) commented
@Rob - Trust me, we have GXP 2200's on Elastix PBX and already use the RS CID lookup source. We just want to have the quick jump option to the customer's account when they're calling in, which is especially helpful when you're out of office / not by a desk phone.
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Rob commented
There wouldn't be much functionality beyond just the notice. Those of us that use somewhat sophisticated phone systems will already have the caller id displayed on our desk phones or soft phones.
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Ryan (CTO, Pinellas Computers) commented
Hey Troy,
Thanks for the quick response on this. I'm glad you like the idea, props to @Steve for mentioning it on that other post. I agree this is one of many things that would be cool to have in the app. currently, the app does seem very "fetch-like" vs "push" with having to refresh, etc. It's just another one of those features that I think some businesses are looking for.
As I've mentioned to @Robert before, I personally wouldn't be interested in purchasing more add-ons that cost additional money; after what we're already paying. Maybe it could be justified as an add-on / upgrade for lower level accounts like one man army or repair shop? I think it would make sense for each level up to include more features, in addition to more users. Kind of like how big chain gets more SMS than repair shop, and repair shop gets more than one man army. I just feel like bigger accounts cost more and should include options that cost lower accounts additional money.
You could have lower accounts get a limited number of add-ins, with the option to buy more at a small monthly add-on rate. Then big chains would really be getting what they're paying for, and lower levels could have the "base" options, with add-ons available for a small price. I'm not saying you need to take away features from lower levels, but if new features need people to "chip in", it would make sense to not include them for lower levels for free.
Either way, I’m pretty sure features like this, in-app instant messaging, and real-time push would definitely be worth smaller subscribers paying a little extra, and would also drive more new users aboard. Looking forward to what’s to come.