156 results found
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Cloudlink Voice Assist
At the moment, configurations in Voice Assist (routing) are only triggered by calls.
There should be an implementation so that functions can be triggered from the Voice Assist routing to the Mitel 400, MiVoBusiness or other systems based on appointments (schedule activity), e.g. change of switching group or the presence of a user, without a call.2 votes -
Call appearance buttons
Is it possible to configure hard keys to function as call appearances?
Scenario: a 6867i is configured with 5 lines. But, so many buttons are in use for other purposes that there is only room for L1 and L2 line keys.
Goal: First call uses L1 button (regardless of which line it came in on), second call uses L2 button, (even if it arrived via line 3 or line 5).
Current behavior: Line 1 and line 2 use L1 and L2; lines 3-5 do not have a button.
2 votes -
2 votes
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Calling out from the IVR environment
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 -
Erweiterung der Anrufliste mit mehr Details
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 ankamOptional:
- Möglichkeit das der Anruf gespeichert werden kann und ein Kontaktfenster zB. in Outlook aufgeht2 votes -
Mitel Dialer
Die Möglichkeit, die Rufnummer aus der Anrufliste zu kopieren in zb. Zwischenablage
2 votesPlanned merged with Implementation Considered
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Anrufliste bei Besetzt
Anrufliste bei Besetzt wäre ein klasse Leistungsmerkmal!
2 votes -
Mitel SRM Agent Software for Apple macOS
Mitel SRM Agent Software for Apple macOS
2 votes -
Change default view on contacts page when transferring emails to avoid GDPR and compliance issues
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 -
MiCCB agent perfromance chart report
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 -
2 votes
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MXONE - command CLI/webpage PM to printout ip_extension with module DSS
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 -
MiCCB email queue reseize timer
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 -
Allow other Media option to be prioritised over Voice
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 -
Cloudlink Dutch activation Mail wrong translation
Cloudlink Dutch activation Mail translation.
It says stop building your account. instead of press here to activate the account.2 votes -
SSO for IN ATTEND APPLICATION
Hello, It would be interesting to have a connection for the IN ATTEND application by SSO.
Thanks
2 votes -
Topic: Phone Wenn eine Mobile anruft wird in der Anrufliste ein undefinierbare Zeile gelistet. Besser wäre aber die Mobile Nummer Siehe An
Topic: Phone
Wenn eine Mobile anruft wird in der Anrufliste ein undefinierbare Zeile gelistet.
Besser wäre aber die Mobile Nummer
Siehe Anhang.2 votes -
Insights Reporting in Mitel One CX
I would like to suggest two changes to the reports that are provide by Mitel One.
Make the date / time fields compatible with Excel. The current output, "2021-11-03T12:43:45Z" does not work without manual manipulation.
Add the CX agents extensions to the report
Thank you
2 votes -
Agent Dispatch -MICCE Web Agent
MICCE Web agent need to have Agent dispatch. How can we add the agent dispatch option Web agent
1 vote -
1 vote
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