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‎End User Feedback

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  1. 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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  2. 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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  3. Die Möglichkeit, die Rufnummer aus der Anrufliste zu kopieren in zb. Zwischenablage

    2 votes

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  4. Anrufliste bei Besetzt wäre ein klasse Leistungsmerkmal!

    2 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  5. Mitel SRM Agent Software for Apple macOS

    2 votes

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  6. A couple of our customers are having an issue when transferring email on ignite, by default the contacts box defaults to 'ALL CONTACTS' which allows agents to search for all names which includes agents, employees and external customers. if they search for a name and are not mindful of who they are emailing it is easy to transfer an email to an external customer which is a data secuirty, compliance and GDPR issue . Customers would like the option to configure the default landing page for contacts to be set to 'Employees' not all contacts to minimise risk of emails…

    2 votes

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  7. Since 9.4.0, Agent performance chart report has been removed from available reports.
    This report gave very detailed info in a single report such as agent shift and various different call charts.

    2 votes

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  8. 2 votes

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  9. MXONE - command CLI/webpage PM to printout ip_extension with module DSS becouse I do not understand which extensions phone has got the key expansion module.

    2 votes

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  10. Email queues dont have an option to add a reseize timer like voice queues, So if an agent misses or rejects an email they are marked as unavailable for all interactions(eMail and Voice). It would be nice to have the same feature in email that is in voice where you can set the reseize timer and the agent will automatcally become available again.

    2 votes

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  11. The ability to priorities other media options over voice on a per agent basis, the shift from Voice to other applications means this requirement is now required as standard.

    2 votes

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  12. Cloudlink Dutch activation Mail translation.
    It says stop building your account. instead of press here to activate the account.

    2 votes

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  13. Hello, It would be interesting to have a connection for the IN ATTEND application by SSO.

    Thanks

    2 votes

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  14. Topic: Phone

    Wenn eine Mobile anruft wird in der Anrufliste ein undefinierbare Zeile gelistet.
    Besser wäre aber die Mobile Nummer
    Siehe Anhang.

    2 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  15. I would like to suggest two changes to the reports that are provide by Mitel One.

    1. Make the date / time fields compatible with Excel. The current output, "2021-11-03T12:43:45Z" does not work without manual manipulation.

    2. Add the CX agents extensions to the report

    Thank you

    2 votes

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    0 comments  ·  Mitel One  ·  Admin →
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  16. Bring back all the previous amc functionality to SLS

    Why have you changed to something that has less functionality ?

    SLS seems to be much more labour intensive when applying licenses

    SLS doesn't seem to have any reporting abilities

    SLS - when renewing SWAS , cant ignore old ARIDS in renewal
    - we now have to either
    decommission them
    move them to a seperate company
    or convert the user licenses to vouchers and lose the Base License

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  17. MICCE Web agent need to have Agent dispatch. How can we add the agent dispatch option Web agent

    1 vote

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  18. 1 vote

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    0 comments  ·  MiCC Business  ·  Admin →
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  19. 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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  20. 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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