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
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?
It would be nice if we could have multiple Admin Users. Also it would be nice if we could have Super Admins where they would have the ability to see all CRM Profiles and assign other admins to specific CRM Profiles.
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.
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.
We need to consult metrology about AMC server. Could we have some methods to supervise realtime and statistics CTI activity ? (current agents logged, Amount of CMService interactions, performance or error etc...)
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?
When agents do outbound calling it is required by some clients, that the adapter will associate the object that is viewed first (object from where the call was placed), and link the task to that object. Then list each object viewed after that in first viewed to last viewed order, so an agent can change the association if needed.
Currently the AMC adapter associates the last object viewed, and lists objects in last viewed to first viewed order. Outbound agents have to manually change each task.
We have CallVariable4, which is for a Banner ID for a student, an account number.
CallVariable4 is tied to this field within Salesforce Account.Banner_ID__c, though there are times when it can be tied to Contact.BannerID__c
I have tried adding within CAD Popup Key the following with also Praveen’s suggestion with the potential that if the first call variable failed, it would try on the second
That did not work. The only way it would work is to use one or the other.
We need to have a method of failing over on the CAD Popup Key so that if it does not find the CallVariable under one Salesforce Field and there is a set listing for a second CallVariable that it would search that one as well.
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.