173 results found

1. Missed Call Logging and Multi-Line Behavior

   Missed Call Display Issues: Participants described a scenario where missed calls appear on multiple users' software, even when the call was not intended for their extension, leading to confusion about call ownership, especially for secretaries managing multiple attorneys.

   Calls in to another users line via Key System, shows only in App. If answered by another user it shows as a missed call on every other persons app.

   Call in to another user via Multicall, shows only in App. If answered by another user, it shows as a missed call on every other persons app.

   The above shows that the desk phone only records calls for the main extension, but the desktop app will show all calls on that phone. This is fine, but…….
   ALL of these calls have no way of seeing what line they were associated with.

   Please add the ability to determine who the missed call is for within the application.

   Missed Call Display Issues: Participants described a scenario where missed calls appear on multiple users' software, even when the call was not intended for their extension, leading to confusion about call ownership, especially for secretaries managing multiple attorneys.

   Calls in to another users line via Key System, shows only in App. If answered by another user it shows as a missed call on every other persons app.

   Call in to another user via Multicall, shows only in App. If answered by another user, it shows as a missed call on every other persons app.

   The above shows that the desk… more

   5 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. 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

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. MiVB Console, have the ability to move BLF icons so that the Receptionist can Organise them in a way other than Alphabetical

   Customer request to be able to move the BLF icons on the MiVB Console so that they can be put in a custom order.
   Reason for this is that the customer is a Solicitor so they have groups with BLF in but they want to be able to sub arrange them with in the Groups.
   For Example they will have two Solicitors and each Solicitor will have a Team that works under them. So Reception want the Solicitor at the top with their team below.

   3 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

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

   6 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   2 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. 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

   6 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   1 comment  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. 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.

   7 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Enable Dark Mode to MiVoice Business Console

   Allows to enable a Dark Mode for MiVoice Business Console. This would help the Operators to safeguard their eyesight.

   This was raised during our demo to our client.

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. MiCollab Contact Bubbles

   Our customers enjoy using the micollab client and wants to have as much as possible in their application. Now they use a lot of contact bubbles, but this can be overwhelming because they can't organize them.

   I know that this is not possible, because of that the customer asked me to make a feature request.

   Could this be implemented in a possible future release of the micollab?

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Azure/Entra AD Sync - remove requirement for attribute mapping for telephoneNumber field

   Most customers already have their Azure AD setup for the telephoneNumber field to be the full 10 digit DID. If you don't map that or change that, then you cannot sync your users anymore (get sync errors) and no updates will take place. We need the ability to map another field as the primeDN, instead of telephoneNumber.

   7 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   0 comments  ·  Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. 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

    19 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    4 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Unify OpenScape Business X5R V3 calendar improvement

    Hello,

    My question concerns Unify OpenScape Business X5R V3.

    We recently encountered the following problem:
    We have a customer with calendars that work as follows:
    At night, calls are forwarded to voicemail.
    Early in the morning, at noon, and late in the afternoon, calls are forwarded to an on-call service.
    During the day, calls are redirected to the agency's phone.

    Our client has 45 agencies that operate in this way.

    Our problem:
    During holidays, the system remains broadly similar, but the voicemail, on-call, and opening hours are different.
    In addition, each day also has different schedules.

    As the holiday period spans two weeks, we have to program each day and each schedule, which means 5 exceptional periods multiplied by 15 days of holidays multiplied by 45 calendars.

    None of the calendar types meet our requirements because they are only systems that apply from date 1 to date 2, but we do not have the option of adding an exception within these periods.

    The ideal solution would be to have a type of calendar that allows exceptions to be applied between selected hours and on selected days only. And for the CCV not to be active outside these hours, even if we are still within the vacation period.

    Thank you,
    Best regards,

    Hello,

    My question concerns Unify OpenScape Business X5R V3.

    We recently encountered the following problem:
    We have a customer with calendars that work as follows:
    At night, calls are forwarded to voicemail.
    Early in the morning, at noon, and late in the afternoon, calls are forwarded to an on-call service.
    During the day, calls are redirected to the agency's phone.

    Our client has 45 agencies that operate in this way.

    Our problem:
    During holidays, the system remains broadly similar, but the voicemail, on-call, and opening hours are different.
    In addition, each day also has different schedules.

    As the holiday period… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Add personal contacts in micollab client

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

    20 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    2 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. 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.

    8 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. 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

    13 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    2 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. MIVB Console not recording CLI (ANI)

    Customer has found that ASC does not receive CLI (ANI) when MIVB console receives calls and is recorded. They have implemented HO4986 and HO5439 but they cannot search for caller number CLI (ANI). This only appears to work with IP phones and soft phones.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. MSL as a Config\Firmware server for MiVoice MX-ONE

    As MSL all ready has DHCP, DNS, NTP functions it would be great to add TFTP and HTTP download functions for for Mitel devices (68xx, 69xx, SIP Dect, etc.)

    I that way customers could use MSL Virtual Appliance for provisioning all needed data and files for Mitel devices without using 3rd party aplications (tftpSE, HSF and others on remote PCs).

    It could be readable folder where you can upload files with elevated privilege user via SFTP of through MSL web interface.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. easy admin pro

    The ergonomics of the M5000 Easy Admin Pro interface should be improved, particularly for managing the shared directory.

    Here are the issues encountered and which should be improved:

    When Viewing records:
    - Maximum 100 lines
    - No column sorting
    - No speed dial search

    When creating/editing records:
    - No input control during creation/editing > Creation of duplicate call numbers or speed dial numbers is possible !
    - No automatic speed dial incrementor suggestion: it's impossible to know if a speed dial number is available unless you follow a parallel listing!

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    1 comment  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. 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

    22 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    1 comment  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. MPA MiVB logs

    Need a way to silence MPA logs on the MiVB's, as these are filling up audit logs and now cannot see who is making changes behond a certain amount of days.

    Ticket has been raised with Mitel RQST00001144515 and on this ticket told to raise it here.

    4 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Licensing

    As a long time Shoretel/Connect partner I have to tell you that licensing for MIVB/MBG/Micollab is difficult. I am sure if I understood it, it would be quite simple, but from a partner perspective it is frustrating to not be able to call and get some guidance without being made feel welcome to the assistance. Just food for thought. Idea: do better!

    8 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    0 comments  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating