Product Suggestions

Hello everyone :)

Here is what we are looking for from the AMC OpenCTI adapter. Please read below for more details.

Current Setup
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1. Cisco PG Server has the default workmode set to "Auto In", i.e. the parameter /defworkmode auto has been added
2. Phone has the setting to "Manual In"

Question
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1. How do we specify the work mode in OpenCTI server/CRM profile during either login to the phone (OR) changing the state on the phone from Aux -> Ready?
2. We are looking to set the work mode as "Manual In", so we can override the "Auto In" setting in the PG
We cannot find any such parameter(s) in profile settings
Can you please offer more details?

What we are looking for?
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1. Leave the PG server with its default work mode as "auto"
2. In AMC Contact Canvas Server, specify the work mode as "manual in"
- either as a global setting during server startup
- or, during an agent login, as an additional parameter
- or, when changing state to Ready, as an additional parameter

3. The "Pending Work Mode" feature is not going to help us as we would like to have the agents not have to choose additional options during a call.

Appreciate your time and cooperation :)

Thanks,

Karthik.

When a call is presented in Preview and a second call comes in, we have noticed;

if that second call comes in, it does not pop the record

If that second call has two records attached to that number, it shows the names, but does not give the Advanced search options

What we would like to see happen for that second call coming in is that the record for the second call is popped, or if it is attached to 2 records or more it gives the advanced search pop up, as it does if it is a single call.

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

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?

We would like to be able to require a disposition when an advisor skips or closes a call

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.