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  • 2

    Hide the MyCallsToday button

    Suggested by Ian McLean Completed  0 Comments

    When you are not using the "activities" feature the My Calls Today button still appears. This is confusing to users as the report ends up being blank.  Please add the ability to hide this button.


  • 1

    Not Ready (Auxiliary) Reason codes visibility on Presence status

    Suggested by Kajal Maheshwari Accepted  1 Comments

    Currently, when viewing agents in Da Vinci CTI, it shows their status but not the reason. E.g. if someone was on Lunch or Break, it would show as "Not Ready", but not the actual reason.

    It would be great to have the reason for their AUX. For example, some not ready reasons indicate the associate is actively working but not taking calls directly from a queue (e.g. Admin) whereas others indicate they are not available in general (e.g. Lunch).


  • 1

    Callback Functionality

    Suggested by Rajiv Konduru Completed  0 Comments

    One of the basic features of any call center is the ability for the customer to request a call back. Would request Davinci to add this feature as this is not available currently .

  • 1

    releasing APIs for automation process for creating/deleting Agents

    Suggested by Gal Baruch Accepted  1 Comments

    are there any APIs that could be used for adding users on an automated daily basis?
    we are going through system migration changes and need to configure all the agents in the administration portal and also users in the Davici Creators Studio,
    after we create the Agents in UCCE servers.
    until now we needed to create an agent user id in the AMC IA Configuration Manager,
    importing could work for bulk users, at the start, not for day to day changes.
    we have created an automated process that gets the Users info from A.D. configures phone extensions in the CUCM, creates Agents in the UCCE servers, each one according to his/hers designated call center, all automated using different API's.
    releasing API's we could use (in combination with the OKTA automated login) would be very much helpfull for agent managment.
    THANKS and best regards

  • 1

    Display Cisco Finesse Queue Statistics within DaVinci Agent UI Toolbar.

    Suggested by Ken Rush New  0 Comments

    Customers (NSE) would like agents to be able to view Finesse queue information from within the DaVinci Agent Toolbar, so they do not need to have a parallel Finesse session open at the same time they are working within DaVinci.

  • 1

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

    Suggested by Kris Soekiatno Accepted  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 Completed  2 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 Van Bushbach Completed  3 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. 

  • 1

    Ability to import bulk agents with Agent Id - password

    Suggested by Subramanyam Boyapati Completed  1 Comments

    Currently we are able to bulk import agents in administration tool but not able to upload password as part of the same file and we have been updating the password for all the agents manually after loading them into the system. As long as the number of users to be configured is less, its fine but we have an upcoming roll-out where we are going live with 125 users and it will be extremely difficult to update password for all the users manually. So please provision the ability to include password as part of the bulk import file.

  • 1

    Make 4+ conference participants visible in UI

    Suggested by Denis Jupits Completed  1 Comments

    Currently when 5th person joins the conference, the 4th one becomes invisible in UI. There is no business reason to take participants out of IU and make them invisible. Let all the participants be visible with scrolling option if they don't fit into the screen, so that it is known to the user who hears the conversation.