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  • Contact Center Transfer Button

    We just upgraded from ShoreTel v14.2 to the Mitel Connect update that includes the move to the Mitel Contact Center web-based version. Our agents, while in the contact center, are not able to select the transfer button to perform a cold transfer or consultative transfer. It's a button that is greyed out.

    Does anyone know if this is a known issue? The recommendation we received was to use the Mitel Connect Client to perform the transfers

    Tips or validation? Thanks.

  • #2
    Usually greyed out is permission or connection based problems.
    Randy Wensmann
    rwensmann@btxchange.com
    (408) 385-3485
    www.btxchange.com

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    • #3
      Do transfers work for non acd calls? or is it just acd?

      We've done the same upgrade recently and would definitely use connect client for everything except for log on/out and release codes - there's no directory integration in the Mitel contact centre web page - so unless they know the number you can't really use it.

      It's a big step backwards as far as we are concerned. Along with the huge security hole in the Mitel contact centre login process. Who thought using HTTP with the ability to use domain login's was a good idea?????

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      • #4
        Yeah,
        Just getting back to this. So, I was wrong. The button is there its just that the directory lookup is not functional. We've had quite a few issues with our upgrade so my brain is partially mush after the transition. So yes, they have to know the extension number prior to the transfer which is totally useless. So frustrating to stick money into a platform and you can't get some basic functionality out of it.

        Also, with you on the HTTP. I was doing wireshark due to authentication issues with Contact Center and there were the AD creds in plain sight. We are like, "really?"...

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        • #5
          Originally posted by mikeyb123 View Post
          Do transfers work for non acd calls? or is it just acd?

          We've done the same upgrade recently and would definitely use connect client for everything except for log on/out and release codes - there's no directory integration in the Mitel contact centre web page - so unless they know the number you can't really use it.

          It's a big step backwards as far as we are concerned. Along with the huge security hole in the Mitel contact centre login process. Who thought using HTTP with the ability to use domain login's was a good idea?????
          While I like the new client, it definitely has a "beta" feel to it with major features missing. If your agents handle most calls themselves then it works out pretty well in our experience, but if there are often cases where they have to transfer or conference someone else in, then the normal connect client is a must.

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          • #6
            Originally posted by paulnus View Post
            Yeah,
            Just getting back to this. So, I was wrong. The button is there its just that the directory lookup is not functional. We've had quite a few issues with our upgrade so my brain is partially mush after the transition. So yes, they have to know the extension number prior to the transfer which is totally useless. So frustrating to stick money into a platform and you can't get some basic functionality out of it.

            Also, with you on the HTTP. I was doing wireshark due to authentication issues with Contact Center and there were the AD creds in plain sight. We are like, "really?"...
            We made engineering aware of the desperate need for HTTPS in the interaction viewer in January and they have been working on it, I believe it is supposed to be coming sometime this quarter.

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