Suggested by Grant Smith – Rejected – 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
Suggested by Ron Campbell – Accepted – 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?
Suggested by Grant Smith – Completed – 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.
Suggested by Ron Campbell – Completed – 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.
Suggested by Carrie Mantione – Accepted – 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.
Suggested by DSI_Telecom IMA – Rejected – 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...)
Suggested by Ron Campbell – Completed – 2 Comments
Throughout UAT we have been confronted by the users asking what exactly is the expected behavior of the adapter.
There is no documentation on what should be expected when a user receives a call, transfers a call, holds a call, how calls relate.
Can AMC provide a document for users to guide them in what to expect?
Suggested by Steve Haskell – Rejected – 0 Comments
When agents do outbound calling it is required by some clients, that the adapter will associate the object that is viewed first (object from where the call was placed), and link the task to that object. Then list each object viewed after that in first viewed to last viewed order, so an agent can change the association if needed.
Currently the AMC adapter associates the last object viewed, and lists objects in last viewed to first viewed order. Outbound agents have to manually change each task.
Suggested by Ron Campbell – Rejected – 1 Comments
We have CallVariable4, which is for a Banner ID for a student, an account number.
CallVariable4 is tied to this field within Salesforce Account.Banner_ID__c, though there are times when it can be tied to Contact.BannerID__c
I have tried adding within CAD Popup Key the following with also Praveen’s suggestion with the potential that if the first call variable failed, it would try on the second
That did not work. The only way it would work is to use one or the other.
We need to have a method of failing over on the CAD Popup Key so that if it does not find the CallVariable under one Salesforce Field and there is a set listing for a second CallVariable that it would search that one as well.
ability to forward the incoming call to another number without picking it up and talking to the caller
Suggested by Denis Jupits – Completed – 2 CommentsWe have a business scenario that when certain flagged customers are calling, we want level 1 support agents to be able to forward those calls immediately to level 2 support agents without even talking to the customer. The customer should not feel the forwarding happening and these customers shouldn't speak with level 1 agents.
Is there an ability to forward the incoming call to another number without picking it up and talking to the caller?
We understand that there may be a pick-up and forwarding technically done on the backend, but the point is that from customer's perspective it should feel like as if agent 2 is the first person answering the call.