We're in the process of moving to Cloud CX from PureConnect, so we're adding new agents and phones every week. We're just about to pass 100 Polycom phones in our dropdown list for agents to pick from when they click on their profile and go to 'Select phone'. I don't know if something is getting worse because of the size of the list, or if we just didn't notice before this because the list was fairly small.
An agent complained this morning that she couldn't find her phone in the list after she entered the first few characters of the phone name in the filter/search box. I quickly tried it from my computer and also didn't see it. I went into the phone admin area to see who was associated with that phone since that's often the cause of that behavior. Nobody was, though. The agent then removed her search term and scrolled through the list manually. When she did that, she could see and select that phone. In the process she commented that it would be easier if the phones were in alphabetical order. I thought they were, but then I started looking through the list. They mostly are. I just grabbed the screenshot below a few minutes ago.
Has anyone else seen either of these behaviors? Is it something we can fix somehow? I, along with all of our agents, assumed that the list was in alphabetical order and that entering the correct search term would always find any phone in the list. That's how it's supposed to work, right?
#Unsure/Other
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Dave Halderman
Business Analyst
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