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.
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.
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?
ability to forward the incoming call to another number without picking it up and talking to the caller
Suggested by Deniss Jupits – Completed – 2 CommentsWe 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.
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
Suggested by Subramanyam Boyapati – Completed – 1 CommentsCurrently 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.
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.
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.
In Conference Quick Dial, make width of ‘Call’ button the same as width of Quick Dial drop-down menuIn Conference Quick Dial, make width of ‘Call’ button the same as width of Quick Dial drop-down menu