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  • 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,
    Jacek

  • 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.


  • 2

    "Consult Failed - Exception..." error message should be more meaningful

    Suggested by Carrie Mantione Accepted  0 Comments

    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".


  • 2

    "Error during Initiate Call" should be more meaningful

    Suggested by Carrie Mantione Accepted  0 Comments

    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.".


  • 2

    Contact Canvas - Realtime Debug Trace Level

    Suggested by Rejected  1 Comments

    The ability to modify the trace level for the different log files that are generated without a restart of the services:

    ctimodule.log

    icimodule.log

     

    Having to restart services during production hours is not always feasible unless we have a critical issue that needs to be corrected.


  • 2

    Speed Dial dropdown list within AMC

    Suggested by Shawn Tiedemann Accepted  0 Comments

    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)

     


  • 2

    Release Notes and Documentation for updates would help our IT and Business better use AMC Updates

    Suggested by Ron Campbell Accepted  1 Comments

    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.

     


  • 2

    Provide ability to limit Search functionality for record pop

    Suggested by Ron Campbell Completed  1 Comments

    When popping a record in the Adapter, the current search functionality search all sfdc records for any matches, causing mismatches, especially with internal calls which can match other types of record names

    We would like to be able to limit this search to specific fields in specific objects, such as Prospects, Leads, Account

     


  • 2

    Return "Invalid Password" error on log

    Suggested by Ian McLean Accepted  1 Comments

    Currently when logging into the softphone if a user enters an invalid password they receive a "Request Timeout" error.  This is confusing as it does not accurately reflect the reason for the error. Please have invalid password entry return an "Invalid Password" error.


  • 2

    Hide the MyCallsToday button

    Suggested by Ian McLean Completed  0 Comments

    When you are not using the "activities" feature the My Calls Today button still appears. This is confusing to users as the report ends up being blank.  Please add the ability to hide this button.