185 results found
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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…
14 votes -
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…
12 votes -
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…
9 votes -
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
regards10 votes -
Add personal contacts in micollab client
Our customer is requesting the possibility to add personal contacts in the micollab client.
8 votes -
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.)7 votes -
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…
14 votes -
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 -
Monitoring Extension Calls on MiVoice Business
We need the availability for users to be able to monitor extensions they have programmed on their phone. Example, a phone has a DSS key programmed on their phone and that extension receives a phone call, the user with the DSS programmed needs to see who is calling them.
9 votes -
Put the customer on hold when the agents hits transfer button at Ignite
At the moment when the agent selects the transfer button at an active call in Ignite the customer remains on the line while the agent is typing/searching for the number to transfer the call and the customer goes on hold only when the agent selects the correct number. This creates an awkward moment of silence, especially for agents not so experienced , where the customer still listens to the agent searching. It would be good if the agent is able to put the customer on hold first and then search for the number to transfer, either with selecting the hold…
12 votes -
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.
4 votes -
MiVoice Business Console
Es sollte möglich sein, zu bestimmen, was passiert, wenn die letzte Console beendet wird. Man sollte mindestens zwischen Day, Nigtht1 oder Night2 wählen können.
Gut wäre auch wenn man eine CFU oder "Stellvertretung" einstellen könnte.
bei unseren Small and Meduim Business Kunden ist es oft so, dass es nur 1 Console Benutzer gibt und diese Person hat noch andere Aufgaben.
So könnte sich sich temporär auf ein anderes Ziel weiterleiten.11 votes -
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.
2 votes -
Workflow "size" graphs in YourSite Explorer.
When designing IVR Workflows or Subroutines, it is a best practice to ensure the resultant XAML file is no larger than 500KB. If it a XAML file is large, it puts undo pressure on system resources. YSE currently has no mechanism to show you the current size of the workflow/subroutine that you are building. In the Workflow.Mitel.io workflow builder, there is a "altimeter" gauge in the upper left corner that shows the current size of the workflow and the limit it can reach. An equivalent in YourSite Explorer when builing workflows or subroutines will allow workflow designers to stay within…
5 votes -
Hungary country option on MiVoice Business
On
MiVoice Business / System Administration Tool / Licenses / License and Option Selection / Configuration Options / Country
be able to select Hungary.7 votes -
MiVoice Business Console Emergency Call Log Limitation
The MiVB Console Emergency Call Logs is limited to 10 in the name (details) field. In an emergency scenario, time is critical, and the lack of proper information is troubling and archaic. When an emergency call is made the Emergency Call Log should be capable of displaying the end user's complete name to avoid confusion and delay.
7 votes -
MVB presence synchronisation in Micollab
It would be great if the presence status of a MivoiceBusiness user wuld be synced with micollab. We do not see if the MVB - user is in Call. We only see the "grey" button.
As shown in de screenshot, our central telefony works with MVB. They get called very often. So it would be great if we users in micollab know if the mvb user is in call...19 votes -
SLS improvement - Customer Product / Version Release Information
In SLS, Product (software) Release of each application needs to be on main page for the customer in SLS. Currently, to get release version you have to click into License Requests (on left panel), for each application.
9 votes -
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
1 vote -
Better Workload Admin in YSE
Currently when setting a workload, if you make a change in one media type, it changes other media types. For example, if I change the email media type to not allow voice, it changes the voice media type to not allow email. We want to not offer a voice call when an agent has an email but we do want to allow an email to be offered when an agent is on a voice call. It would be better if each media type was independent from the rest for agent and queue efficiency.
2 votes
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