Feature Request format

This guide is intended to provide additional clarification on the correct procedure for creating a Feature Request. Properly creating a Feature Request, using predefined templates and formats designated for this type of request, is crucial to ensure the user's requirements are fully understood. This, in turn, accelerates the development process of the feature and eliminates potential misunderstandings or misinterpretations of the request.

NOTE: Each feature request should focus on a single, specific feature. Avoid combining multiple features or improvements into one request, as this can complicate prioritization and implementation. This approach ensures clarity, better tracking, and more efficient handling of feature requests.

For example:

If requesting an improvement for SMS functionality, submit each requested feature (e.g., delivery reports, group messaging, character limit extension) as a separate request rather than bundling them into one.

For these reasons, we kindly ask that, when creating a Feature Request, you complete all required sections and provide all the necessary information currently available to you.

If you have already created a Support Ticket and the format of your request is not properly completed, there is no need to open a new ticket. Instead, simply update the existing ticket by accessing it on the Bicom Systems Technical Support Portal, navigating to the Properties section, and updating the Type to 'Feature Request.'

Once updated, you will receive a prompt with new sections that need to be carefully filled out, especially those marked as mandatory. Please complete the following fields on your Support Ticket as thoroughly and accurately as possible, or provide the information in a regular reply to the ticket so that the Support Engineer can update the ticket fields.

1. Feature Type (mandatory)

Indicate the type of feature being requested. You can describe the option in question in one sentence.

Example:
Disposition for outbound calls made from the Agent Panel

2. Feature requirements (mandatory)

Describe the functionality or specific behavior you would like the feature to include.
Example:
The option for a disposition to be allocated to a call made from the Agent Panel, without receiving a call to a queue or making a call from a dialer, as well as reports for the calls made from the agent panel in the statistics reporting.

3. What is the expected impact of the feature? (mandatory)

Explain how this feature will improve your operations, solve a problem, or enhance user experience.

Example:
The customer would like dispositions for outbound calls made without the use of the Dialer. For example:
An agent dials 0711112222 from the agent panel, they would like to allocate a disposition for the call. The example given is if the outbound call reaches voicemail, the PBX CDRs report the call as "Answered" and the customer would like to select a "Voicemail" disposition to provide more insight into the outbound call.

4. Importance for business (mandatory)

Clarify the significance of this feature for your business, such as its potential to increase efficiency, reduce costs, or meet compliance needs.
Example:
This feature will provide the business with dispositions for outbound calls that are not made from the dialer.

5. Provide use cases of this feature (mandatory)

Share examples or scenarios where this feature would be applied in real-world usage.
Example:
Not all outbound Contact Centres are campaign-driven and still need the ability to provide dispositions for calls made from the dialpad.

6. Industry in which this feature will be used?

Indicate the industry or sector where the feature will be utilized, such as telecommunications, healthcare, or finance.

Example:
All industries that utilize Contact Centre PBXware.

7. Geographic area

Specify the region or country where this feature will primarily be implemented or beneficial.

Example:
Africa

8. Number of clients benefiting from the request

Estimate how many clients or users will benefit if this feature is implemented.

Examples:
85 in country

9. Select product (mandatory)

Choose the specific product this feature request relates to. Further, please mention the operating system(s) where this feature will be used, such as Windows, macOS, or Linux, and provide the version number of the product you are currently using, same as the additional information if required about the license, edition and access to the system.
Example:
PBXware, LICNUM123, PBXwaresystem.com, v7.x