37 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…
11 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…
8 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…
4 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.)1 vote -
Appel de groupe Multi-Ligne
Bonjour,
Avoir sur le Mitel 5000, comme le font le Mitel 400, Yeastar, avoir une supervision sur touches CCO des appels entrants sur un groupe.
Exemple: groupe 500 avec le 200 et 201, 5 touches CCO par postes
les appels entrants s'incrémentent sur les 5 touches en parallèle sur les 2 postes.
Merci2 votes -
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.
1 vote -
Contact Card within Web Ignite App
Contact Card within Web Ignite App in version 9.5 and Higher is restricting the view.The previous Contact Card displaying the Agent State was much better. End Users are having to constantly scroll up & down to view the Agent state.
Whereas in the previous version (9.4 and lower ), the Contact Card was slim without any borders and gave a better view.1 vote -
Insert a new Variable within the existing Rule instead of adding it at the end of the line
If a Technician / MiCC Admin is required to Add a New Rule to an existing ADD/OR Combination, the ADD + activity adds/inserts the Variable at end of the line.
It would be beneficial if there was an option such as Insert/ Delete ( similar to Excel ) where a new Variable could be inserted within in the existing OR / AND Rule.
Right now, it is a challenge to Insert/Add a new Rule to an existing OR/AND Condition as the whole lot needs to be UnGroup'd and Re-configure.
We have to take screenshots prior to changing /modifying the rule…10 votes -
Enter notes during call
From our customer - Ignite does not display case notes when only completing the first section of the case. We would like to be able to add case notes during the call.
1 vote -
Deleting Nupoint mailboxes with messages causes MWI issues
Fix the issue with MWI that occurs when you delete a Nupoint mailbox containing messages. Every time we delete a user on the MIVB with a mailbox the messages must be manually deleted to prevent message waiting indicators from falsely turning on or not turning on.
7 votes -
MiCC Business: place a flow building block in comment or an other way to skip
It would be great to be able to place a block in comment so that it is passed by in flow.
If you have a lot of blocks that you want to by pass you now have to place the go to block before all the blocks you want by pass or you have to delete the block or move it to a place where it will not be executed during the flow.
A nice thing would be that you have checkbox in properties like "place in comment".
The idea is to not move the blocks and keep the visible…
2 votes -
change their password themselves
The users have to change their password themselves immediately after the upgrade MiCC, and the first time they can do it themselves.
But customer(s) would like to see that if they have forgotten their password themselves, they can change their password themselves through a self-service option.4 votes -
increase certificate security on machine to machine communication
Change from SHA-1 on machine to machine communication so that it is not an issue on internal vulnerability scans.
5 votes -
Marquee needs to be able to hold more characters.
Our marquee shows the Queue Service Level, Calls waiting, Longest Waiting, and Agents available.
Additionally, it shows the Agents with their status, ACD Count, ACD Time and time in state.We just added another agent to our existing 7, and when adding their info, the system wouldn't allow us to type any more characters.
We opened a ticket with product support and they helped us determine that the system won't allow additional characters to be typed.As a work-around, we added a 2nd Marquee to separate the Queue part from the agents. With this we were able to add the…
5 votes -
Notification on the Notes tab in MiCC
While a multi-media agent is using Ignite and they add notes under the Notes tab it should be visible when another agent clicks on that media. For example, the first agent makes a note that they called the customer and found out that they need a certain agent to call them back. When the next agent gets that multi-media they have no idea that someone has added notes because there is no visual notification.
4 votes -
Ring Group Membership by Security Group
We use a fair amount of internal ring groups to make it easier to get in touch with someone from a given department. It would be much more convenient if MiCC would automatically assign ring group membership in VMCD based on a security group or other field in AD, as we wouldn't have to manually maintain all of these groups.
Another nice feature would be the ability to name the ring groups and have them searchable in MiCollab.
9 votes -
Improvements to web chat/email reporting
Current reporting allows you to see how may web chat/email interactions an agent has taken. Customer have asked if this can be broken down in reporting by how many emails/chats have been pushed to an agent and how many have been manually selected i. This data is currently not captured but perhaps could be entries in consolidated reporting ?
5 votes -
MICC Account Codes Groups - expanded tree view vs. collapsed view option
The Ignite view for account codes groups default setting used to be with the trees collapsed. The current release view has the tree expanded and for every call agents have to go in minimize the groups or scroll thru the expanded trees to find the group category they need After going thru support we've been advised this was design change for expanding the default view. There was a supposed work around to change default view but that doesn't work. Suggestion is to make it an option for expanded view or collapsed view and not force the expanded view. Any supposed…
4 votes -
Mute for Ignite
Customer wants the Mute function within Ignite Web client and not have to use the Micollab client.
Large call center that just migrated from Five 9 to MIVB/MICCB solution.
6 votes -
1 vote
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