Suggested by Raymond Garcia – Accepted – 0 CommentsIt 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.
Suggested by Jacek Chodera – Accepted – 0 CommentsThis is a follow up on AMC-00269-S5L8F9
We realized that the AMC IA Configuration Manager allows to create inconsistencies when adding new agents.
In particular - it allows to assign many agents to the same extension. As a result we have had in the past many incidents related to the inconsistent setup.
The AMC IA Config Manager should not allow to create an agent and assign it to an already existing extension.
-> It is a kind request to provide a fix to this big.
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.
Suggested by DSI_Telecom IMA – Rejected – 1 Comments
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...)
The ability to modify the trace level for the different log files that are generated without a restart of the services:
Having to restart services during production hours is not always feasible unless we have a critical issue that needs to be corrected.
Suggested by Grant Smith – Completed – 0 Comments
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.