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Security and multiple Contact Canvas Administrators
Suggested by Grant Smith – Completed – 0 Comments
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.
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Role based Accounts for Admin Portal
Suggested by Ron Campbell – Completed – 0 Comments
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.
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Provide Documentation on expected behavior of application
Suggested by Ron Campbell – Completed – 2 Comments
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?
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ability to forward the incoming call to another number without picking it up and talking to the caller
Suggested by Denis 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. -
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
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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.
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Callback Functionality
Suggested by Rajiv Konduru – Completed – 0 Comments
One of the basic features of any call center is the ability for the customer to request a call back. Would request Davinci to add this feature as this is not available currently . -
Resetting Contact Canvas for specific users when device is swapped or new hires onboarded
Suggested by Chinmay Kumar – Completed – 2 Comments
Whenever a user's physical phone is swapped or new hires are onboarded, meaning that an extension gets mapped to a new phone, we are having to restart our CTD (Click-to-dial) (AMC contact canvas) servers thereby causing a disruption to all users using CTD. If we don't restart, the extension shows up as being associated with both devices on the TAPIMaster Line Watcher app, even if it's dissociated from the Call Manager side. So, CTD stops working for the user until the whole server is restarted and Comm Session components are recycled from the Siebel side. This process of restarting the server/services for just 1 user is causing disruption to all users. Can we include functionality to reset it for just the affected user?
Below is our current product versions for reference:
Siebel, AMC Contact Canvas 6.5.2.0 and Cisco Call Manager TSP 11.5.0.1 -
Avaya SEND NN feature available in softphone (CANVAS/DAVINCI) for SAP C4 CTI
Suggested by Sander Van Bushbach – Completed – 3 Comments
The Avaya Send NN feature, configured under a button, gives the call center agent the ability to change its caller id, to show to the person he/she is calling, to another number than its personal number. This is required for agents that support fi. multiple brand related customer phone numbers. The agents have with Send NN the ability to identify themselves as calling from the number linked with the customer number for that particular brand. In Avaya One X agent softphone this is working fine, but we have no function/button in Canvas/Davinci that can be used to have the same functionality. This blocking an agent to use the AMC Technology softphone. -
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.