Product Suggestions

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.".

When an agent and caller hang up at the same time, it seems to cause an error "End call Failed - Exception...". This error message does not seems necessary or if it is important the error message should be more clear. It seems this is an unnecessary message to display to users causing confusion and giving the users an impression that there is a problem with the system.

We need to consult metrology about AMC server. Could we have some methods to supervise realtime and statistics CTI activity ? (current agents logged, Amount of CMService interactions, performance or error etc...)

Thanks.

Regards.

The ability to modify the trace level for the different log files that are generated without a restart of the services:

ctimodule.log

icimodule.log

Having to restart services during production hours is not always feasible unless we have a critical issue that needs to be corrected.

It would be nice if we could have multiple Admin Users.  Also it would be nice if we could have Super Admins where they would have the ability to see all CRM Profiles and assign other admins to specific CRM Profiles.

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

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)

Hello everyone :)

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

Current Setup
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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
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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?
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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.