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  • 1

    range of CDN numbers in conf.ini file

    Suggested by DSI_Telecom IMA Accepted  0 Comments

    The list of CDN has to be updated when adding new numbers.
    -> is it possible to add a range of numbers like "97**" for all numbers from 9700 to 9799. Instead of listing them one by one?

  • 1

    Enable transfer while on hold

    Suggested by Sebastian Alvarez Rejected  0 Comments

    Sometimes Agents needs to hold the customers before initiate a transfer, currently in salesforce integration agents cannot put the customer on hold and then initiate a transfer.

  • 1

    Enable Click to Dial feature on transfers

    Suggested by Sebastian Alvarez Completed  0 Comments

    In Salesforce integration when an agent needs to transfer a call he needs to manually type in the phone where he wants to transfer the call , would be useful if the agents could use the click to dial feature to start a transfer an not just to initiate a completely new call.

  • 1

    Enable bookmarks for SAP BCM<->Salesforce integration

    Suggested by Sebastian Alvarez Rejected  0 Comments

    Bookmarks are a powerful feature that would be nice to be enabled for SAP BCM<->Salesforce integration, this will give us capabilities that at the moment cannot be accomplished in our Service Cloud environment

  • 1

    Enable SSO with Windows AD or a Cloud based solution

    Suggested by Sebastian Alvarez Completed  1 Comments

    I know there is a option for SSO by passing credentials from the web browser, but this works mostly with IE only and IE is not compatible with salesforce lightning. Would be good to have the option to link the AMC users to a AD so they can use SSO features to log in instead of entering their AMC pw every time they log in.
     

  • 1

    Settings that edit css for important divs in toolbar.

    Suggested by Raymond Garcia Accepted  0 Comments

    It would be nice to have some settings in the admin portal that allow for quick edits to the salesforce toolbar's css. For instance, the ability to change the font size in critical places could save time and make slight, yet valuable customizations very clear and easy to edit by a less technical user. 

  • 1

    Add functionality to support call recording

    Suggested by Aimee Stinson Rejected  0 Comments

    manually initiate call recording

    notification of call recording in progress

    reporting or pointer to call recording

    *support for Nice, Calabrio


  • 1

    Disable screen popup for internal extension - SAP CRM

    Suggested by Michal Raz Accepted  1 Comments

    We would like to disable the screen popup when the call is from an internal extension.
    Our internal extensions have only 3 digits. When an agent receives an internal call – there is no need to open a new session in the WebUI.

    We would like AMC to check whether it is possible to define that if the call is identified by AMC as an internal call (i.e. under 5 digits) – the ANI details of this call should not be communicated to SAP.

    Thanks
    Michal Raz
    Scope Metals Group

     


  • 1

    Specify Default WorkMode During Login

    Suggested by Karthik Jayaraman Rejected  0 Comments

    Hello everyone :)

    Here is what we are looking for from the AMC OpenCTI adapter. Please read below for more details.

     

    Current Setup
    -------------
    1. Cisco PG Server has the default workmode set to "Auto In", i.e. the parameter /defworkmode auto has been added
    2. Phone has the setting to "Manual In"

     

    Question
    --------
    1. How do we specify the work mode in OpenCTI server/CRM profile during either login to the phone (OR) changing the state on the phone from Aux -> Ready?
    2. We are looking to set the work mode as "Manual In", so we can override the "Auto In" setting in the PG
    We cannot find any such parameter(s) in profile settings
    Can you please offer more details?

     

    What we are looking for?
    ------------------------
    1. Leave the PG server with its default work mode as "auto"
    2. In AMC Contact Canvas Server, specify the work mode as "manual in"
    - either as a global setting during server startup
    - or, during an agent login, as an additional parameter
    - or, when changing state to Ready, as an additional parameter

    3. The "Pending Work Mode" feature is not going to help us as we would like to have the agents not have to choose additional options during a call.

     

    Appreciate your time and cooperation :)

    Thanks,

    Karthik.


  • 1

    Expand handling of Second call coming in while a Preview Call is Presented

    Suggested by Ron Campbell Rejected  1 Comments

    When a call is presented in Preview and a second call comes in, we have noticed;

    if that second call comes in, it does not pop the record

    If that second call has two records attached to that number, it shows the names, but does not give the Advanced search options

     

    What we would like to see happen for that second call coming in is that the record for the second call is popped, or if it is attached to 2 records or more it gives the advanced search pop up, as it does if it is a single call.