IDEAS


  • 5

    Dial numbers with Extensions with click to dial

    Suggested by Grant Smith New  0 Comments

    Possibly allow x1234 or (###) ###-####; 1234 that way the click to dial recognizes a pause.

    Other option allow the call to go through with the  (###) ###-#### and Extension without error where then the User would still see the extension and enter it in when prompted saving the use of a Custom Field to house and Extension.

    Thank you for your consideration


  • 5

    Reduce size of CTI Log and allow archiving

    Suggested by Ron Campbell New  2 Comments

    In trying to chase down errors, it is very difficult managing the massive CTI Module log.

    Even expanded to a high trace max size, it wraps around through a single day so that if you return to it looking for the mornings logs they are overwritten, and if you expand it any more, it won’t open in standard text editors so is unviewable.

     

    Could a way be provided to expand on the archiving tools available before to allow a log to be archived automatically through the day to a manageable sixed file that can be compressed and left available for a configurable amount of days before being deleted as can be done on the Get Logs tool?


  • 4

    Security and multiple Contact Canvas Administrators

    Suggested by Grant Smith New  0 Comments

    It would be nice if we could have multiple Admin Users.  Also it would be nice if we could have Super Admins where they would have the ability to see all CRM Profiles and assign other admins to specific CRM Profiles.


  • 4

    Role based Accounts for Admin Portal

    Suggested by Ron Campbell New  0 Comments

    The Admin Portal is a very nice tool to use but we would like to suggest some enhancements.

     

    Role based Accounts – this tool has created a need for an admin role on each server, but to properly delegate responsibility for a task like this there should be a role that would only have access to the Agents tab.

     

    • Admin Role – Agents Tab only
    • 1st Level Support – Read only Agents Tab to confirm correct details
    • Developer Roles – All tabs, Multiple named accounts
    • Some sort of admin screen for these
    • Some Audit logs for changes made to the portal config

     

     

    Also, see your current Password change display, I assumed and I was right that the text boxes were current password, new password, confirm new password, but some labeling would eliminate any confusion.


  • 3

    "End call Failed" exeption error should be suppressed or be more meaningful

    Suggested by Carrie Mantione New  0 Comments

    When an agent and caller hang up at the same time, it seems to cause an error "End call Failed - Exception...". This error message does not seems necessary or if it is important the error message should be more clear. It seems this is an unnecessary message to display to users causing confusion and giving the users an impression that there is a problem with the system.


  • 3

    AMC Agents Monitoring

    Suggested by DSI_Telecom IMA New  1 Comments

    We need to consult metrology about AMC server. Could we have some methods to supervise realtime and statistics CTI activity ? (current agents logged, Amount of CMService interactions, performance or error etc...)

    Thanks.

    Regards.


  • 2

    AMC IA Configuration Manager not to allow creation of duplicate extension

    Suggested by Jacek Chodera New  0 Comments

    This is a follow up on AMC-00269-S5L8F9

    We realized that the AMC IA Configuration Manager allows to create inconsistencies when adding new agents.
    In particular - it allows to assign many agents to the same extension. As a result we have had in the past many incidents related to the inconsistent setup.

    The AMC IA Config Manager should not allow to create an agent and assign it to an already existing extension.
    -> It is a kind request to provide a fix to this big.

    Kind regards,
    Jacek

  • 2

    “End call Failed – Exception” when attempting to end a call while on hold should be more meaningful

    Suggested by Carrie Mantione New  0 Comments

    When an agent has a caller on hold and attempts to end the call, the agent gets a "End call Failed – Exception" error message. This error message does not make it clear to the user what needs to be done to end the call. The error message should read "Please take caller off hold before ending the call" or something similar. This may be specific to implementations on the Aspect phone system.


  • 2

    "Consult Failed - Exception..." error message should be more meaningful

    Suggested by Carrie Mantione New  0 Comments

    When an agent is on a call and attempts to conference in another caller, if the other caller does not answer the phone and the agent disconnects, the first caller is automatically put on hold. When the agent tries to then conference in another caller, the agent gets a "Consult Failed - Exception.." error message because the first caller needs to be taken off hold first. This error message is not sufficient in giving the agent enough information to know what needs to be done in order to complete the action. The error message should clearly state "Please take the caller off hold before conferencing in another caller".


  • 2

    "Error during Initiate Call" should be more meaningful

    Suggested by Carrie Mantione New  0 Comments

    This error message appears when the user clicks-to-dial a phone number that has a bad format or extra characters such as the extension. This error message is cryptic and doesn't clearly state to the user that the phone number is un an unreadable format. The error message should display something similar to "Bad phone number format. Please correct and try again.".