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  • 1

    When customer ends the call just before agents, they will get this Release AMCAdapter error message

    Suggested by Kris Soekiatno Accepted  1 Comments

    When 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. 


  • 1

    Avaya SEND NN feature available in softphone (CANVAS/DAVINCI) for SAP C4 CTI

    Suggested by Sander vanbushbach Accepted  2 Comments

    The 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. 

  • 0

    ACW button currently not active when already on ACW

    Suggested by Deniss Jupits Accepted  1 Comments

    After 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?

  • 1

    Ability to overtake extension in CTI login process

    Suggested by Deniss Jupits Accepted  1 Comments

    Ability to overtake extension in CTI login process.
    Currently when an extension is “used” by CTI and a user didn’t log out properly (or when used CTI in incognito window which got closed), then there is a conflict in logins when another user (or the same user after closing incognito window) tries to log into CTI with the same extension. It returns an error and blocks the login. This requires to use Agent Logout Tool. But the logout tool is given to supervisors (at least at Home Depot), so it adds logistics to ask supervisors to log users out. A much cleaner experience would be if the function of Agent Logout Tool was integrated into login process, so that when a user is logging in, say, with agent ID 12345 and extension 34567 but this extension is already “used” by CTI, then CTI UI asks the user if he wants to overtake the extension in CTI. Similar like Avaya phones have a function to take over an extension if you are logging in with an extension which is already logged in for another phone. This can be achieved by running agent logout tool algorithm on the background upon conflicted login, because you already have all the inputs when agent is trying to log in: you know the system he is using, his login, Agent ID, extension, password (if applicable) because the agent entered them in the login window. Such “extension overtake” ability would make it a clean experience rather than login frustration currently experienced by our associates daily. Imagine trying to log in your gmail mailbox and getting a blocking error that you already logged in from another computer, so call our 1-800 support number to log you out of that other computer so you could log in here. Adoption rate wouldn’t be there.

  • 1

    Make agent ID non-mandatory for logout via Agent Logout Tool

    Suggested by Deniss Jupits Accepted  1 Comments

    Make agent ID non-mandatory for logout via Agent Logout Tool

  • 1

    transfer issue when less than 3 seconds

    Suggested by DSI_Telecom IMA Accepted  1 Comments

    If a warm transfer is completed in less than 3 second, this cause a error and the call freezes.

    Is it possible to reduce this timeout to a shorter value (0.5s?) to avoid this behaviour?


  • 1

    range of CDN numbers in conf.ini file

    Suggested by DSI_Telecom IMA Accepted  0 Comments

    The list of CDN has to be updated when adding new numbers.
    -> is it possible to add a range of numbers like "97**" for all numbers from 9700 to 9799. Instead of listing them one by one?

  • 1

    Settings that edit css for important divs in toolbar.

    Suggested by Raymond Garcia Accepted  0 Comments

    It 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. 

  • 2

    AMC IA Configuration Manager not to allow creation of duplicate extension

    Suggested by Jacek Chodera Accepted  0 Comments

    This 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.

    Kind regards,

  • 2

    “End call Failed – Exception” when attempting to end a call while on hold should be more meaningful

    Suggested by Carrie Mantione Accepted  0 Comments

    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.