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‎End User Feedback

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  1. 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

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  2. 2 votes

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    0 comments  ·  Mitel One  ·  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. 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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  5. Die Möglichkeit, die Rufnummer aus der Anrufliste zu kopieren in zb. Zwischenablage

    2 votes

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  6. Anrufliste bei Besetzt wäre ein klasse Leistungsmerkmal!

    2 votes

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  7. Mitel SRM Agent Software for Apple macOS

    2 votes

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  8. 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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  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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  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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  16. Contact Card within Web Ignite App in version 9.5 and Higher is restricting the view.The previous Contact Card displaying the Agent State was much better. End Users are having to constantly scroll up & down to view the Agent state.
    Whereas in the previous version (9.4 and lower ), the Contact Card was slim without any borders and gave a better view.

    1 vote

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    0 comments  ·  MiCC Business  ·  Admin →
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  17. 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

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  18. 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

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  19. We setup a network test to make a call to our IVR ports which works as expected. However, the option to raise an alarm on a failure is not available. We would like the ability to send an alarm on failed calls in MPA's network testing tool.

    1 vote

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  20. Can a wizard be developed to change the domain name on this product? We just had to make this change and spent a lot of time working with support to get a procedure that correctly made the change. It took weeks to get this accomplished.

    1 vote

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