We're running MiCollab with Voice virtual (7.0 SP2) with MiCCM (7.1.2) and agents are running the Salesforce Connector and using the MiCollab Client as their softphone/audio device (with Jabra Pro USB headsets).
Issue we're having is after a call is completed and the agent is in wrap up mode, he doesn't have the ability to Make Busy because the normal drop down to do so does not appear and he is then presented with the next call immediately following the expiration of the timer. Is there a Salesforce or Mitel CCM setting that will display the ability to Make Busy during this period?
Lastly, we're experiencing some latency on the Salesforce side when a call is hung up on for example, it takes 3-4 seconds before Salesforce shows that it's gone. Both CCM server and agent desktops are on the LAN, separated only by VLANs and a router with no other issues.
Issue we're having is after a call is completed and the agent is in wrap up mode, he doesn't have the ability to Make Busy because the normal drop down to do so does not appear and he is then presented with the next call immediately following the expiration of the timer. Is there a Salesforce or Mitel CCM setting that will display the ability to Make Busy during this period?
Lastly, we're experiencing some latency on the Salesforce side when a call is hung up on for example, it takes 3-4 seconds before Salesforce shows that it's gone. Both CCM server and agent desktops are on the LAN, separated only by VLANs and a router with no other issues.