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.
Suggested by Jacek Chodera – Accepted – 0 CommentsThis 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.
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.
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".
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.".
The ability to modify the trace level for the different log files that are generated without a restart of the services:
Having to restart services during production hours is not always feasible unless we have a critical issue that needs to be corrected.
Suggested by Shawn Tiedemann – Accepted – 0 Comments
Unique speed dial list per CRM Profile. This would provide a quick transfer (Warm/Cold) for the agent to send calls to other department/call queues.
Admissions agent receives a call...helps the caller with enrollment needs, however, now that caller needs to be transferred to Financial Aid for funding question(s).
Dropdown may list FinAid (automatically dials the queue or CDN for the FinAid ACD agents)
Suggested by Ron Campbell – Accepted – 1 Comments
Release Notes and Documentation for updates would help our IT and Business better use AMC Updates
Documentation provided on the 5.4 Dialer was very helpful in letting the business and IT know what to expect in each release and how it may be taken advantage of in our strategy.
Suggested by Ron Campbell – Completed – 1 Comments
When popping a record in the Adapter, the current search functionality search all sfdc records for any matches, causing mismatches, especially with internal calls which can match other types of record names
We would like to be able to limit this search to specific fields in specific objects, such as Prospects, Leads, Account
Suggested by Ian McLean – Accepted – 1 Comments
Currently when logging into the softphone if a user enters an invalid password they receive a "Request Timeout" error. This is confusing as it does not accurately reflect the reason for the error. Please have invalid password entry return an "Invalid Password" error.