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  • 5

    Dial numbers with Extensions with click to dial

    Suggested by Grant Smith Rejected  0 Comments

    Possibly allow x1234 or (###) ###-####; 1234 that way the click to dial recognizes a pause.

    Other option allow the call to go through with the  (###) ###-#### and Extension without error where then the User would still see the extension and enter it in when prompted saving the use of a Custom Field to house and Extension.

    Thank you for your consideration


  • 2

    Release Notes and Documentation for updates would help our IT and Business better use AMC Updates

    Suggested by Ron Campbell Accepted  1 Comments

    Release Notes and Documentation for updates would help our IT and Business better use AMC Updates

    Documentation provided on the 5.4 Dialer was very helpful in letting the business and IT know what to expect in each release and how it may be taken advantage of in our strategy.

     


  • 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.


  • 2

    Provide ability to limit Search functionality for record pop

    Suggested by Ron Campbell Completed  1 Comments

    When popping a record in the Adapter, the current search functionality search all sfdc records for any matches, causing mismatches, especially with internal calls which can match other types of record names

    We would like to be able to limit this search to specific fields in specific objects, such as Prospects, Leads, Account

     


  • 5

    Reduce size of CTI Log and allow archiving

    Suggested by Ron Campbell Accepted  2 Comments

    In trying to chase down errors, it is very difficult managing the massive CTI Module log.

    Even expanded to a high trace max size, it wraps around through a single day so that if you return to it looking for the mornings logs they are overwritten, and if you expand it any more, it won’t open in standard text editors so is unviewable.

     

    Could a way be provided to expand on the archiving tools available before to allow a log to be archived automatically through the day to a manageable sixed file that can be compressed and left available for a configurable amount of days before being deleted as can be done on the Get Logs tool?


  • 1

    Track time between when a call is presented and answered

    Suggested by Ron Campbell Completed  1 Comments

    • We would like to be able to track the time between when a call is presented to an advisor and when the call is accepted.

  • 1

    Require a disposition when advisor skips or rejects a call

    Suggested by Ron Campbell Rejected  0 Comments

    We would like to be able to require a disposition when an advisor skips or closes a call


  • 4

    Role based Accounts for Admin Portal

    Suggested by Ron Campbell Completed  0 Comments

    The Admin Portal is a very nice tool to use but we would like to suggest some enhancements.

     

    Role based Accounts – this tool has created a need for an admin role on each server, but to properly delegate responsibility for a task like this there should be a role that would only have access to the Agents tab.

     

    • Admin Role – Agents Tab only
    • 1st Level Support – Read only Agents Tab to confirm correct details
    • Developer Roles – All tabs, Multiple named accounts
    • Some sort of admin screen for these
    • Some Audit logs for changes made to the portal config

     

     

    Also, see your current Password change display, I assumed and I was right that the text boxes were current password, new password, confirm new password, but some labeling would eliminate any confusion.


  • 1

    Please Provide Unit Testing for Hot fixes

    Suggested by Ron Campbell Completed  1 Comments

    Given the depth needed for regression testing in dev environments for hotfixes, I feel there is a need to begin supplying unit test for hotfixes that test previous functionality after installation of a hotfix.

     

    Hope this is something that AMC would consider.


  • 3

    Provide Documentation on expected behavior of application

    Suggested by Ron Campbell Completed  2 Comments

    Throughout UAT we have been confronted by the users asking what exactly is the expected behavior of the adapter.

    There is no documentation on what should be expected when a user receives a call, transfers a call, holds a call, how calls relate.

     

    Can AMC provide a document for users to guide them in what to expect?