Idea ID: 2832023

SMAX: Accounting for incoming calls (For billing systems)

Status : Waiting for Votes
Waiting for Votes
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8 months ago

Hello, I have already opened the idea earlier, so that there are no duplicates, you can close it - /it_ops_mgt/itsm/i/sma-x-ideas/field-with-the-value-user-phone-from-the-integration-with-cti

I would like to describe our situation in more detail. Previously, we used ServiceNow and now there is a question of returning to it, due to the fact that SMAX does not cover our needs, namely:

Sorry, I can only add examples in Russian. in ServiceNow we had a field where the caller's phone number was added, which was also registered in the billing system. This number could be different from the phone number in the customer profile:

(Part of the form “Register Request” from ServiceNow)

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If his have in the customer base, fields “Phone number / Login" and etc is filled automatic. Like in SMAX Live Support. But not the field "initiator phone", it was filled with data transmitted from our PBX.:

(Part of the form “Register Request” from ServiceNow)

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As a provider of Internet, telephone and TV services, we serve a large number of customers and receive a large number of calls per day. We need to take into account the numbers of the callers, are we the only ones faced with such a problem?

SMAX has an excellent reporting system, but it is difficult to make the necessary reports if we do not have data.

Tags:

  •  Hello, and if it's not a secret "Enough" is how much? For us, this is quite a critical moment and is more than confident for many companies who work with external clients.

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

  • Hello  , thank you for answer. But I already contacted support, and they redirected my problem to RnD, and the only advice was to open the Idea here. Hope this helps and RnD will take notice.

  • In old OpenView Telco days there used to be a facility of special fixes and
    enhancement requests for industry specific requirements. I am pretty sure
    if you ask your account manager to reach out to SMAX R&D team they could
    help you.
    Just a thought from my old Telekom experience...
    (SNOW also started with LiveSupport same way I think thru NSN request(DE))