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  1. 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 ?

    3 votes

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  2. 1 vote

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    0 comments  ·  MiCC Business  ·  Admin →
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  3. Design request:
    Calling out from the IVR environment, stating the IVR dial-in number as the A number.

    Explanation:
    Customer service desk regularly calls users from their ACD environment. The caller ID cannot be provided, because then the number of the relevant agent would be provided and not the desired main number . The result is that the receiving user cannot see who is calling. This is experienced as annoying by both the service desk employee and the user. By providing the main number of the service desk, the user knows who called and has the correct number to call back.…

    2 votes

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  4. Our Customer has a requirement to send all logs from the MSL servers to a product called SIEM by McAfee. Its a remote syslog server product.

    We've tried to add a remote syslog server using the MSL's GUI but not all of the logs are sent, barely any. If we manually edit the rsyslog file in linux and add . 10.20.20.1 then a lot more logs are sent. The customer says McAfee Technical support says for Linux machines they need . plus their SYSLOG IP. However, this is one of the files that Mitel Standard Linux overwrites so the *…

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  5. At present, you only receive presence updates for a MiVB ‘Generic SIP Device’ when:

    1) a call is made (busy)
    2) a call is received (busy)
    3) when a call is dropped (available)
    4) when the device is signed into the SIP extension (available).

    There is no presence update when the device is signed out. This is confirmed 'design intent' by Mitel. That means in the last presence update is 'Available', the device will remain available via API, even after signing out.

    Please add SIP de-registration/out of service events to the CloudLink Notifications/Presence API so that SIP device presence can…

    14 votes

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    0 comments  ·  Other  ·  Admin →
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  6. In MiCollab server - Users and Services - on the User tab make it possible to sort the dropdown menus like Department and Location alphabetically. Saves a lot of scrolling when adding users.

    7 votes

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    0 comments  ·  Other  ·  Admin →
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  7. In MiCollab wurde diese Funktion genial umgesetzt und erlaubt den Usern selbst zu sehen ob die Verbindung gut oder schlecht ist.

    Daher bitte ein Symbol zur aktuellen Verbindungsqualität in Mitel One Web sowie der Mobile App hinzufügen.
    So kann ein beachtlicher Supportaufwand vermieden werden und der Endanweder sieht auf den ersten Blick wenn etwas nicht stimmt.

    6 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  8. 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.

    4 votes

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  9. In der mobilen Mitel One App werden nur die ersten 4 Funktionstasten angezeigt.
    Kein Zugriff auf die 5, 6, ... Funktionstaste möglich.

    7 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  10. In the event of a malfunction with the MiCC server, EHDA agents (home workers) with a 'long' Worktimer have the problem that they cannot cancel the Worktimer after the 1st call and are therefore unavailable for a longer period of time.

    create a feature access code for worktimer and/or make busy

    1 vote

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    0 comments  ·  MiCC Business  ·  Admin →
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  11. In Yoursite Explorer make it possible in the schedules to set a from -to date instead of having to set every day seperately with the AND parameter (see example). I would like to set it like: From Friday 15 september till Monday 18 september in one line. This saves many mouseclicks and is far more flexible. It is possible with Time, so why not with days??

    5 votes

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  12. Aus einem Browser Click to call, Mitel One verwenden und nicht die Standard Telefonie-App.

    3 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  13. Mitel One soll als "Call to" Applikation auf Windows zur Verfügung stehen.
    Noch besser wäre eine Hotkey Unterstützung für Anrufe ab diversen Quellen.

    4 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  14. It could be great to link MiCollab and Ignite users states.

    Because today, using Ignite, you can only see agents states and not MiCollab states.
    It force agents to use MiCollab to check states before forward calls, and then to use 2 applications instead of Ignite only.

    18 votes

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  15. Would be nice to have a integrated tool in the cloudlink gateway or a external network analyse tool to check if all the required ports and domains are open and accesable from the cloudlink gateway.

    Just to have a fast view if the custommers network is the root cause of some problems.

    for example a sort of a kind Teleworker Network analyser tool we know for the MBG

    29 votes

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    1 comment  ·  Mitel One  ·  Admin →
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  16. Het is nu in de applicatie niet mogelijk om te zien of je in- of uitgeschreven bent in een gebruikersgroep (huntgroep).
    Het zou visueel handiger zijn als de knop "aanmelden" in het groen zou staan wanneer je je hebt ingeschreven in de gebruikersgroep, en de knop "uitloggen" in het rood wanneer je bent uitgeschreven.

    1 vote

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    0 comments  ·  Mitel One  ·  Admin →
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  17. Bonjour, un client utilise la fonction "Message" de Mitel et lorsqu'il communique un numéro au travers du Chat, le client aimerait pouvoir directement appeler en cliquant sur le numéro via le Chat (comme whatsapp ou autre application de message), bientôt possible j'espère ;-)

    3 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  18. Requested detailed reporting on the voicemails and information like how long each voicemail has stayed unheard in the users’ voicemail.

    All voicemails have a time and date stamp, so if the system can tell the message was unheard, how can they not provide the time stamp to that message?

    5 votes

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    0 comments  ·  Other  ·  Admin →
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  19. Während eines "Anruf hinzufügen" funktioniert die Suchfunktion nur für die Suche von anderen Mitel One Usern. Dabei müsste dort die gleiche Möglichkeit wie in der normalen Telefonbuch Suchfunktion vorhanden sein.

    3 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  20. Die Anrufliste von Mitel One ist sehr rudimentär und könnte mit wenig Aufwand für die Kunden einen deutlichen Mehrwert bieten.

    Dazu zählen folgende Ideen:
    - Name + Rufnummer (vorhanden)
    - Datum / Uhrzeit (vorhanden)
    - Anrufdauer
    - Informationen falls der Anruf weitergeleitet wurde
    - Informationen über welches ARV / Durchwahl der Anruf ankam

    Optional:
    - Möglichkeit das der Anruf gespeichert werden kann und ein Kontaktfenster zB. in Outlook aufgeht

    2 votes

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    0 comments  ·  Mitel One  ·  Admin →
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