Suggested by Ron Campbell – Accepted – 2 Comments
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?
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.
Suggested by Jacek Chodera – Accepted – 0 CommentsThis 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.
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.".
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)
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.
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.
Suggested by Gal Baruch – Accepted – 1 Commentsare there any APIs that could be used for adding users on an automated daily basis?
we are going through system migration changes and need to configure all the agents in the administration portal and also users in the Davici Creators Studio,
after we create the Agents in UCCE servers.
until now we needed to create an agent user id in the AMC IA Configuration Manager,
importing could work for bulk users, at the start, not for day to day changes.
we have created an automated process that gets the Users info from A.D. configures phone extensions in the CUCM, creates Agents in the UCCE servers, each one according to his/hers designated call center, all automated using different API's.
releasing API's we could use (in combination with the OKTA automated login) would be very much helpfull for agent managment.
THANKS and best regards