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  • 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 Deniss 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 Deniss 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 Deniss 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 Deniss 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 Deniss 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 Deniss 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.

  • 0

    Options of the transfer

    Suggested by Kaio Oliveira Completed  2 Comments

    AMC Driver for Aspect UIP:  When performing a Transfer or Conference a list of Services/Operators should appear to allow the agent to select eaily.

  • 1

    Let us EASILY see who is logged in

    Suggested by Leonard Silon Completed  1 Comments

    We desperately need this info because if the system says someone is logged in and they on their machine show not logged in, that is a great tool to troubleshoot

  • 0

    Showing error messaging

    Suggested by Leonard Silon Completed  1 Comments

    If we have a rule that validates data upon saving a record and it throws an error, we would like to see it. Example:
    We put a validation rule that says you must fill in the name field within the Activity (Task). If you do not, you can not save the record and an error message comes up. 

    I tested this with current config. The record is not saved but it does not tell you it was not saved or show an error message. Also, since the record was not saved, there is no way to get it into SFDC now unless you create the activity manually

    We need to validate the data entry to insure we are getting quality data