Announcement: The "On hold" status will be added on MiiTel Phone

From March 22, 2024, the On hold status will be added to MiiTel Phone. With this update, team members can know if the user is putting the call on hold. After this status is set on MiiTel Phone, the On hold status will also be reflected in the Real-time monitor, Seat map, and Report.

Schedule

March 22, 2024

Affected customers

All customers using MiiTel Phone (excluding MiiTel Phone Mobile)

All customers using MiiTel Call Center

Details

The "On hold" status will be added to MiiTel Phone.

  NOTE

 

The "On hold" status will be reflected in the following services in MiiTel Call Center.

Real-time monitor:

  • Operator list
    • The On hold status is added to Status and Work status.
  • Work status in the user's details
    • The On hold status is added to the data.
  • Total call duration in the user's details
    • The total time of On hold is added.
    • The total time of On hold is calculated in the total time of On call.
  • Summary
    • The On hold status will be reflected in the user's status, queue, and call status graph in the Summary.

Seat map:

  • The On hold status is added to each user.

Report:

  • The On hold status will be added to the Report.

 

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