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.
Sarah Virginia Watson
shared this idea
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Brad Barrett
commented
The SO article reference by Steve Watson below would help with blind transfer scenarios but it would not help with supervised transfers. At this time, calls are getting disconnected when a console operator is trying to perform a supervised transfer into these types of workflows.
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Steve Watson
commented
For partners: A couple KMS articles describe the limitation SO3547 SO5758 . Good idea to subscribe to the articles so any updates come back to you.
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Jeremy Hagel
commented
Due to the decommission of the legacy console, we have run into more and more issues on this item. With larger customers they use either IVR or Nupoint call flows to assist the operators to get to the correct destination. This is coming more to light, as customers are now forced to migrate to the MiVoice Business console as the only option their operators have.
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Larry Trivett
commented
Please consider this change, it is becoming a more pressing issue for your partners and end users.
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Brad Barrett
commented
This item critically needs Mitel's attention. The MiCollab Console that customers were using with MiCollab Client 7.3 did not experience this issue. MiCollab Console functionality was never ported into the Next Gen Client and this is the only Console option available to customers.
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Rick Reinholz
commented
This has become a major issue for two of our large customers and I expect, as more customers are forced to move to the MiVoice Business console, this will become even a bigger issue. In our case, the console operator attempts to transfer to an IVR routine, the IVR puts the call on a brief hold, as part of the transfer, which drops the call because of the console limitation. I know the console has had these restrictions of users not being able to put the console operators on hold since the beginning of time. With changes on how calls are now handled it is time to modernize the console and allow this capability. This is a major inconvenience for our customers and how they serve their customers.