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.

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)

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

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.

• 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.