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  • 1

    Callback Functionality

    Suggested by Rajiv Konduru – Completed  – 0 Comments

    One of the basic features of any call center is the ability for the customer to request a call back. Would request Davinci to add this feature as this is not available currently .

  • 1

    Resetting Contact Canvas for specific users when device is swapped or new hires onboarded

    Suggested by Chinmay Kumar – Completed  – 2 Comments

    Whenever a user's physical phone is swapped or new hires are onboarded, meaning that an extension gets mapped to a new phone, we are having to restart our CTD (Click-to-dial) (AMC contact canvas) servers thereby causing a disruption to all users using CTD. If we don't restart, the extension shows up as being associated with both devices on the TAPIMaster Line Watcher app, even if it's dissociated from the Call Manager side. So, CTD stops working for the user until the whole server is restarted and Comm Session components are recycled from the Siebel side. This process of restarting the server/services for just 1 user is causing disruption to all users. Can we include functionality to reset it for just the affected user?

    Below is our current product versions for reference:
    Siebel, AMC Contact Canvas 6.5.2.0 and Cisco Call Manager TSP 11.5.0.1

  • 1

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

    Suggested by Sander Van Bushbach – Completed  – 3 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. 

  • 1

    Ability to import bulk agents with Agent Id - password

    Suggested by Subramanyam Boyapati – Completed  – 1 Comments

    Currently we are able to bulk import agents in administration tool but not able to upload password as part of the same file and we have been updating the password for all the agents manually after loading them into the system. As long as the number of users to be configured is less, its fine but we have an upcoming roll-out where we are going live with 125 users and it will be extremely difficult to update password for all the users manually. So please provision the ability to include password as part of the bulk import file.

  • 2

    ability to forward the incoming call to another number without picking it up and talking to the caller

    Suggested by Denis Jupits – Completed  – 2 Comments

    We have a business scenario that when certain flagged customers are calling, we want level 1 support agents to be able to forward those calls immediately to level 2 support agents without even talking to the customer. The customer should not feel the forwarding happening and these customers shouldn't speak with level 1 agents.
    Is there an ability to forward the incoming call to another number without picking it up and talking to the caller?
    We understand that there may be a pick-up and forwarding technically done on the backend, but the point is that from customer's perspective it should feel like as if agent 2 is the first person answering the call.

  • 1

    Make 4+ conference participants visible in UI

    Suggested by Denis Jupits – Completed  – 1 Comments

    Currently when 5th person joins the conference, the 4th one becomes invisible in UI. There is no business reason to take participants out of IU and make them invisible. Let all the participants be visible with scrolling option if they don't fit into the screen, so that it is known to the user who hears the conversation.

  • 1

    Ability to add digits to quick-dialed numbers via Quick Dial before initiating the call

    Suggested by Denis Jupits – Completed  – 1 Comments

    Ability to add digits to quick-dialed numbers via Quick Dial before initiating the call (for Quick Dial for both conferences and new calls). E.g. Quick Dial configured number is 1-800-777 and then user can add 7001, then press “call” and it’ll call 1-888-700-7001. This function is currently available on Avaya hard phones.

  • 1

    In Conference Quick Dial, make width of ‘Call’ button the same as width of Quick Dial drop-down menu

    Suggested by Denis Jupits – Completed  – 1 Comments

    In Conference Quick Dial, make width of ‘Call’ button the same as width of Quick Dial drop-down menu

  • 1

    Quick Dial function for new calls

    Suggested by Denis Jupits – Completed  – 1 Comments

    Ability to configure frequently called numbers and select them from a menu to initiate a Quick Dial call. Similar mechanics as existing Quick Dial for conferencing, but available also for new calls.

  • 1

    CTI user login report

    Suggested by Denis Jupits – Completed  – 1 Comments

    CTI user login report, preferably with storing historical user login-logout date-time data. However, having currently logged in users in the report can be MVP. It has to be not a log on the server but a report available via web browser.
    For currently logged in user report columns needed: user ID, first/last name, agent ID, extension. 
    For historical login user report additional columns would be login date and time, logout date and time, session duration.
    Selection fields for input should be any of the columns.
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