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 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 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?