The ability to manually switch between different modes is essential. For example, if a customer wishes to switch to night mode earlier then what their schedule indicates, they can do this via the handset or application. There are also some customers where hours vary weekly and do NOT work off a schedule and wish to have modes activated manually. There also must be a visual aid to advise the customer of what mode the system is in.
Although modes can be activated via control hub, this is limited to control hub admins and a lot of the time such features need to be used by regular staff members.
The way Nexgen operate their business as PABX maintainers, is that our helpdesk essentially administers the Webex instances for our customers.
Call Queue Policy Manual Control
Capability to manually enable or disable Call Queue Policy to override time schedules.
4 different Modes: Day, Night, Holiday, and Forced Forwarding.
Change Policy and Visualize via:
1) MPP Phone
2) Webex app
- Ability to assign specific users or phones to control Policies
Market Relevance
Competition
NEC, Panasonic, Avaya and all the major On-prem PABX Brands provide the capability to manually control Mode Switching to override time schedules.
Market
Nexgen On–Prem Base
Large On-Prem user Base with at least 75% of customers are currently using Manual Mode Switching as part of their call flow.
Nexgen Cisco Base
A substantial part of Nexgen current BroadCloud customer base (~75%) requested manual mode switching.
IMPACT of no change
Revenue
Loss of Revenue due to reduced conversion of On-Prem systems to Webex for both:
Nexgen Customer base
Green field customers
Overheads
Very substantial overheads
Thousands of change/modify call flow requests during embargo/holiday periods.
Churn
Risk of churn due to Customers being not satisfied with the lack of Mode Switching.
Customer Experience
Many Customers are dissatisfied with the lack of flexibility in comparison to incumbent solution.
My team created this solution to address some of the asks on this Aha request: https://app.vidcast.io/share/97fcfa21-3da4-4e9c-a132-27c0e4edaad3
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NextGen is identified as a customer/partner. Who are other customers/partners? Please provide details of how users use them. The explanations in the comments section are not good
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Any updates?
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We would also love this ability. A manual after-hours Night Switch capability is required. We can do this in CUCM/UCCX but not in Webex Calling.
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We have updated the description of the request
Regards
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I can say from personal experience that for customers it is not so important the hours of service as the round-the-clock opportunity to ask questions and consult. Such an opportunity can be provided by email support outsourcing Clients who are pleased at these moments will come to you no matter what hours you work. The opportunity to get in touch is what is most important for clients.
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We lost an opportunity recently where a doctor's surgery who had 3 locations relied heavily on this feature. They do NOT have set hours, and they are either in for surgery or not, so they use to always manually set their modes. This was not possible on Webex and we ultimately lost the opportunity.
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