Suggested by Kris Soekiatno – Accepted – 1 CommentsWhen 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.
Suggested by Chinmay Kumar – New – 1 CommentsWhenever 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 22.214.171.124 and Cisco Call Manager TSP 126.96.36.199
Suggested by Sander vanbushbach – Accepted – 2 CommentsThe 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.
Suggested by Kris Soekiatno – New – 1 CommentsThe CTIModule log has a limit size administered in the config file and it is getting override. Princess is looking into a way of archiving this logs into the server for debugging and troubleshooting
Suggested by Deniss Jupits – Accepted – 1 CommentsAfter our agents finish calls they have ACW (After Call Work) status automatically turned on for 30 seconds. But when they need more time to do the work after the call, they press on ACW button on Avaya within those 30 seconds and it makes ACW status stay 'on' idefinitely, until it's manually switched to another one. However, in DaVinci ACW button is greyed out and isn't clickable when already in ACW status. Agents can't wait for 30 sec for it to expire and quickly click it because it's inconvenient and also always leaves the risk of another call coming in at that moment.
Can we please make ACW button active and in black font, so that users can click it and don't need to go back to avaya phones for that?