• Call Variables should be able to search multiple fields within Salesforce


    We have CallVariable4, which is for a Banner ID for a student, an account number.


    CallVariable4 is tied to this field within Salesforce Account.Banner_ID__c, though there are times when it can be tied to Contact.BannerID__c


    I have tried adding within CAD Popup Key the following with also Praveen’s suggestion with the potential that if the first call variable failed, it would try on the second




    That did not work.  The only way it would work is to use one or the other.


    We need to have a method of failing over on the CAD Popup Key so that if it does not find the CallVariable under one Salesforce Field and there is a set listing for a second CallVariable that it would search that one as well.

  • In Conference Calling, use logic in Icons and calling buttons to prevent Drop Party Error

    Currently( within the Adapter, a user can call an outside line, and then conference this call with another user.


    A session is created with all of the callers involved, beneath each calling session there are purple buttons.

    If the originating caller hits the purple phone Icon, a Drop Party Error popup is received.


    If the user hits the red phone Icon below the entire session, which is also active, they are allowed to drop out of the call.


    We would like for the purple phone Icon either to drop the caller out of the call, or be unavailable to avoid causing the Drop Party Error

  • Provide Documentation on expected behavior of application

    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?

  • Please Provide Unit Testing for Hot fixes

    Given the depth needed for regression testing in dev environments for hotfixes, I feel there is a need to begin supplying unit test for hotfixes that test previous functionality after installation of a hotfix.


    Hope this is something that AMC would consider.

  • Role based Accounts for Admin Portal

    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.

  • Require a disposition when advisor skips or rejects a call

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

  • Track time between when a call is presented and answered

    • We would like to be able to track the time between when a call is presented to an advisor and when the call is accepted.
  • Reduce size of CTI Log and allow archiving

    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?

  • Provide ability to limit Search functionality for record pop

    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


  • Expand handling of Second call coming in while a Preview Call is Presented

    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.