200 results found

1. Teleworker Network Analyzer - Load Test Quality Document

   Mitel Teleworker Network Analyzer Tool is great but the documentation is lacking, specifically around metrics. While monitoring the Load Test in Real-Time you can see the word description like "Great, Good, Poor, UGH, etc." You can also have the data saved to a CSV. The problem is that when you look at the saved CSV you have no way to correlate the word descriptions to the actual numeric metrics.

   This could be easily resolved by just generating a document which shows the "word descriptions" with criteria such as:

   Delay over 1 second is great if X, good if Y, UGH if Z.
   Delay over 20 second is great if X, good if Y, UGH if Z.

   This would be useful for 1 second and 20 second for Delay, Packet Loss, STS & Normalized Deviation.

   We have searched high and low in training documents, knowledgebase under MiVB, MBG, and Teleworker Network Analyzer with no luck.

   It is surprising to see there isn't a standard metric of the teleworker requirements which we can use to convey the minimum requirements to our customers when they experience issues while using the public internet.

   Mitel Teleworker Network Analyzer Tool is great but the documentation is lacking, specifically around metrics. While monitoring the Load Test in Real-Time you can see the word description like "Great, Good, Poor, UGH, etc." You can also have the data saved to a CSV. The problem is that when you look at the saved CSV you have no way to correlate the word descriptions to the actual numeric metrics.

   This could be easily resolved by just generating a document which shows the "word descriptions" with criteria such as:

   Delay over 1 second is great if X, good if Y, UGH… more

   15 votes

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2. Require the Use of Make Busy Reason Codes

   While ACD Agents can be "told" to use Make Busy Reason Codes there is no technical requirement for them to be entered.

   As an example from a Physical Phone someone can choose Make Busy, the system then immediately places then in Make Busy Code 0 but if they never select a reason it times out but keeps them in code 0.

   As an example from Ignite someone can choose a Make Busy with "No Reason Code".

   This could be fixed by:
   - Adding an option to require the use of Make Busy Codes (either system wide or via COS).

   • From a Physical Phone (if setup in above step) someone can choose Make Busy, the system still immediately places then in Make Busy Code 0 but if they never select a reason it returns them to their previous Make Busy State (probably available unless they were already in Make Busy for another reason).

   • From Ignite (if setup in above step) do not display or allow the selection of "No Reason Code".

   While ACD Agents can be "told" to use Make Busy Reason Codes there is no technical requirement for them to be entered.

   As an example from a Physical Phone someone can choose Make Busy, the system then immediately places then in Make Busy Code 0 but if they never select a reason it times out but keeps them in code 0.

   As an example from Ignite someone can choose a Make Busy with "No Reason Code".

   This could be fixed by:
   - Adding an option to require the use of Make Busy Codes (either system wide or via COS).

   • From… more

   16 votes

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3. Ignite - Queue State Widget

   Currently we can create an Agent State widget on the Dashboards tab and add staff to that. For example, we can add all the staff that are in a certain queue to that particular widget. However, since someone can be in multiple queues and it is the state of the agent (not the queue) it doesn’t let us know if they are actively monitoring calls for that queue. I know on the Queues tab you can see how many agents are monitoring a particular queue however it doesn’t say the agent’s names that are currently monitoring it. So, there is no good way to make sure the right staff are monitoring the right queues.

   Having a Queue State widget on the dashboard would allow us to see what agents are monitoring what queues to make sure we have adequate coverage for each queue.

   Currently we can create an Agent State widget on the Dashboards tab and add staff to that. For example, we can add all the staff that are in a certain queue to that particular widget. However, since someone can be in multiple queues and it is the state of the agent (not the queue) it doesn’t let us know if they are actively monitoring calls for that queue. I know on the Queues tab you can see how many agents are monitoring a particular queue however it doesn’t say the agent’s names that are currently monitoring it. So, there is… more

   12 votes

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4. MiCollab <> Teams Integration - Cloudlink Token Expiry notification

   Issues arise when the O365 auth token expires within Microsoft Office 365 environment, the Teams integration breaks but also users that are configured with the Teams profile are reverted back to the default feature profile so not only does the Auth need to be renewed and updated on O365 but all users need to be reconfigured as Teams profile users, with no way of knowing which users were integrated and which were not.

   Currently there is no visibility of this being visible from Cloudlink and are reliant on either the customer's IT to notify, or storing reminders outside of the platform.

   Therefore, requesting that as part of the token authentication process can CloudLink verify the expiration date of the existing token and store / display this somewhere in the Integration configuration, so that this is visible within the workflows so tech's can see when this date is and pre-emptively schedule work to renew ahead of the expiration.

   If it can't be stored can Cloudlink poll the token as part of its integration with O365 to then be able to query it on demand to again determine when its due to expire.

   Once the Expiration date is either being polled regularly from o365 or stored / displayed within CloudLink - can there then be Alarm notifications added when hit 28 day's expiration in the same manner that Web certificates notify increasing severity alarms as they near the Web certificate expiration date. Perhaps an Email notification action can be added to allow it to notify target email addresses with notification of expiration.

   I believe there is already a design story in play but also needs visibility from our review for design consideration. Linked to RQST00001147889.

   Issues arise when the O365 auth token expires within Microsoft Office 365 environment, the Teams integration breaks but also users that are configured with the Teams profile are reverted back to the default feature profile so not only does the Auth need to be renewed and updated on O365 but all users need to be reconfigured as Teams profile users, with no way of knowing which users were integrated and which were not.

   Currently there is no visibility of this being visible from Cloudlink and are reliant on either the customer's IT to notify, or storing reminders outside of the… more

   5 votes

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5. Add personal contacts in micollab client

   Our customer is requesting the possibility to add personal contacts in the micollab client.

   10 votes

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6. From Cloudlink, display the deployment/download date of the Micollab client

   Similar to the User Table in Micollab Deployment, it would be helpful to have this information surfaced in the Cloudlink interface. Ideally, it should be displayed on the Users page by adding a dedicated column for it
   regards

   12 votes

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7. MiCollab <> Teams Integration - MSL Token Expiry notification

   Issues arise when the O365 auth token expires within Microsoft Office 365 environment, the Teams integration breaks but also users that are configured with the Teams profile are reverted back to the default feature profile so not only does the Auth need to be renewed and updated on O365 but all users need to be reconfigured as Teams profile users, with no way of knowing which users were integrated and which were not.

   Currently there is no visibility of this being visible from MSL and are reliant on either the customer's IT to notify, or storing reminders outside of the platform.

   Therefore, requesting that as part of the token authentication process can MSL track the expiration date of the existing token and store / display this somewhere in the Integration configuration, so that this is visible within MiCollab so tech's can see when this date is and pre-emptively schedule work to renew ahead of the expiration.

   If it can't be stored locally, can the MSL poll the token as part of its integration with O365 to then be able to query it on demand to again determine when its due to expire.

   Once the Expiration date is either being polled regularly from o365 or stored locally / displayed within MSL - can there then be Alarm notifications added when hit 28 day's expiration in the same manner that Web certificates notify increasing severity alarms as they near the Web certificate expiration date.

   I believe there is already a design story in play but also needs visibility from our review for design consideration. Linked to RQST00001147889.

   Issues arise when the O365 auth token expires within Microsoft Office 365 environment, the Teams integration breaks but also users that are configured with the Teams profile are reverted back to the default feature profile so not only does the Auth need to be renewed and updated on O365 but all users need to be reconfigured as Teams profile users, with no way of knowing which users were integrated and which were not.

   Currently there is no visibility of this being visible from MSL and are reliant on either the customer's IT to notify, or storing reminders outside of the… more

   5 votes

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8. MiVoice Connect Knowledge Base

   The MiVoice Connect knowledge base needs to be put back into a working state. There is no way to navigate/search which makes supporting a product that's already difficult to support even more difficult. Move all the articles to the KMS where everything else already is. It never made sense they were separate. If they aren't in the correct format and you don't have anyone to format them then have Chat GPT do it. This should not be a topic of conversation. We should be able to search/access the KB articles just like we can for every other product. I would imagine you are seeing or will see an increase in tech support tickets because no one can find any information. Why would you want to do that to yourselves?

   The MiVoice Connect knowledge base needs to be put back into a working state. There is no way to navigate/search which makes supporting a product that's already difficult to support even more difficult. Move all the articles to the KMS where everything else already is. It never made sense they were separate. If they aren't in the correct format and you don't have anyone to format them then have Chat GPT do it. This should not be a topic of conversation. We should be able to search/access the KB articles just like we can for every other product. I would… more

   19 votes

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9. Flexible CPN with Ignite Softphone

   Have an option to change your CPN Substitution within the Ignite softphone. Our Contact center answers calls for various businesses and we have to call these customers back and need to be able to change the CPN based on the customer we are calling back. We currently can do this on the desk phone by adding a key that has a different CPN than the prime keys

   6 votes

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10. MiCC CX - Sorting order in Ignite for grouppresence

    In ignite an agent can change their agentgroup presence status for ALL of the agentgroups. (voice, mail, chat) but there's no sorting order at all. Chat, mail, voice groups, all in a random order while before the upgrade the groups were sorted by media type. When an agent is in lots of groups this is very unhandy.
    Please bring back the sorting order and let the agent choose how to sort (Alphabetical, Media type etc.)

    8 votes

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11. Headset call control (EHS) for WebRTC (Ignite & MiCollab)

    When using the WebRTC softphone in Mitel CX and MiCollab client, it should be possible to have headset call control features.
    At least jabra HID compatible headsets should be supported.

    4 votes

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12. The MiVoice Business Console needs to be able to be placed on hold.

    We need the ability to place the MiVoice Business Console on hold. This is critical for our clients who triage calls to acd queues, or clients who take calls at the console and wish to perform a warm transfer a non-user device such as IVR, or in some cases to an agent via an IVR. Competing console operator solutions can do this today; a modern console operator's role has changed, and the Mitel MiVB hasn't. The MiVB Console must evolve to meet the use cases and functional requirements of our customers.

    33 votes

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13. Chat Agent group default presence adding 'Last Known' option

    Addition of 'Last Known' option for chat and email Agent groups in Yoursite Explorer.

    3 votes

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14. Make KM accessible again
    3 votes

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15. HPiQ callback improvements

    I have implemented HPiQ for a customer however they have asked if the below is possible:

    If the customer has requested a callback, what Agentgroup would be allocated?
    For example, call received within pathway P411, Payment Support.
    To support the pathway, we have overflows which moves the call after 30 seconds (there should be call look back in place so that if an agent becomes available from 461 they take the call as priority)

    461 Payment Support
    456 Payment Support Overflow
    454 Complex Overflow

    If the callback is the next one available, would it be allocated to any of the groups above based on next agent available. Our preference would be to limit to the main agent group only of 461.

    To summarise:

    The customer wants all callback requests to be presented to only the primary agent group for a queue as these agents are best trained to deal with the customers call back request.

    I have implemented HPiQ for a customer however they have asked if the below is possible:

    If the customer has requested a callback, what Agentgroup would be allocated?
    For example, call received within pathway P411, Payment Support.
    To support the pathway, we have overflows which moves the call after 30 seconds (there should be call look back in place so that if an agent becomes available from 461 they take the call as priority)

    461 Payment Support
    456 Payment Support Overflow
    454 Complex Overflow

    If the callback is the next one available, would it be allocated to any of the… more

    3 votes

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16. Ignite dashboard colours

    Allow customization of the dashboard with colours set to change based on parameters. e.g. after 5 contacts waiting change the font to yellow. After 10 contacts waiting change to red.

    4 votes

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17. Timestamps for Ignite Web chats

    While an agent is working an active chat, there are timestamps for each reply on the customer and agents interactions. Once the chat has been closed, when bringing back up in History, the timestamps are gone. This makes it impossible for a supervisor to see how long between replies between agent and customer. Would request that timestamps are preserved into History

    3 votes

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18. From MMP, display the deployment/download date of the Micollab client

    Similar to the User Table in Micollab Deployment, it would be helpful to have this information surfaced in the MMP interface. Ideally, it should be displayed on the Users page by adding a dedicated column for it
    regards

    2 votes

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19. Ring Group Que Monitor in MiCollab

    Show Ring Group Que in Micollab Client like it had been in ShoreTel. To allow members/agents to pick calls from the Que and monitor the que when logged out.

    6 votes

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20. In the MiVoice Business application with Embedded Voicemail, we require a feature that allows customization of the voicemail mailbox option

    In the MiVoice Business application with Embedded Voicemail, we require a feature that allows customization of the voicemail mailbox options—specifically the ability to disable the system prompts that play after a caller leaves a message. (These System prompts include: review message, discard message, re-record message, send message, dial an extension to reach another destination, and dial 0 to reach the operator).

    1 vote

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