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    When customer ends the call just before agents, they will get this Release AMCAdapter error message

    Suggested by Kris Soekiatno New  1 Comments

    When customer ends the call just before agents, they will get this Release AMCAdapter error message. In this very case only, can we silent the error message and do not popup any error or message and let the solution release or clear the call session/handle when user click on Release button in CTI Toolbar.

    However, we have seen the same Release AMCAdapter error message on several cases. ie, when call was made and disconnect immediately, when call reached to VM and disconnect; when the call got into busy signal and disconnect, when the call was invalid and disconnect. Those cases were producing the same error messages and we do not want to silent the popup error. 

     

  • 1

    Resetting Contact Canvas for specific users when device is swapped or new hires onboarded

    Suggested by Chinmay Kumar New  1 Comments

    Whenever a user's physical phone is swapped or new hires are onboarded, meaning that an extension gets mapped to a new phone, we are having to restart our CTD (Click-to-dial) (AMC contact canvas) servers thereby causing a disruption to all users using CTD. If we don't restart, the extension shows up as being associated with both devices on the TAPIMaster Line Watcher app, even if it's dissociated from the Call Manager side. So, CTD stops working for the user until the whole server is restarted and Comm Session components are recycled from the Siebel side. This process of restarting the server/services for just 1 user is causing disruption to all users. Can we include functionality to reset it for just the affected user?

    Below is our current product versions for reference:
    Siebel, AMC Contact Canvas 6.5.2.0 and Cisco Call Manager TSP 11.5.0.1

  • 1

    Avaya SEND NN feature available in softphone (CANVAS/DAVINCI) for SAP C4 CTI

    Suggested by Sander vanbushbach New  1 Comments

    The Avaya Send NN feature, configured under a button, gives the call center agent the ability to change its caller id, to show to the person he/she is calling, to another number than its personal number. This is required for agents that support fi. multiple brand related customer phone numbers. The agents have with Send NN the ability to identify themselves as calling from the number linked with the customer number for that particular brand. In Avaya One X agent softphone this is working fine, but we have no function/button in Canvas/Davinci that can be used to have the same functionality. This blocking an agent to use the AMC Technology softphone.