Who is this Guide For?
- All Persona Engage Users
Prerequisites
- Basic understanding of your current contact center workflows
- Access to product features you want to improve or report on
Overview
Ozonetel’s CCaaS platform is highly customizable but governed by a product team that requires clear business justification and technical context for any new feature requests or behavior changes. This document outlines what’s needed when submitting a change request, so our engineers can advocate on your behalf efficiently.
What Is a Change Request?
A change request is any user-submitted suggestion to alter, enhance, or fix how a feature within the Ozonetel CCaaS platform behaves. These can include UI enhancements, API changes, logic tweaks to routing or reporting, or entirely new functionality.
What to Include in a Change Request
1. Description of the Requested Change
Clearly explain what you're asking for. Include the specific platform area or feature (e.g., “Agent Console → Chat Transfer Function”).
2. Business Use Case or Justification
Explain why this change is needed. Focus on the business impact or user friction. Examples:
- Agents are unable to transfer chats across queues, resulting in longer resolution times.
- The supervisor dashboard lacks real-time queue abandonment metrics, which prevents proactive staffing decisions.
3. Current vs Desired Behavior
Provide a short comparison between what the platform does today and what you want it to do instead.
- Current: Agents can only transfer calls to other agents, not queues.
- Desired: Add support to transfer calls to a configured skill group (queue).
4. Affected Area of the Platform
Identify where the issue or enhancement applies. This helps Ozonetel route the request internally.
- Agent Console
- Admin Portal
- IVR / Call Flow Logic
- Reporting / Dashboards
- API / Webhooks
- Integrations (e.g., CRM)
- Queue / Skill Group Management
- Chat / SMS / Omni Channel
5. Frequency and Priority
Ozonetel prioritizes based on business urgency. Please estimate how often this issue occurs and its severity:
- Frequency: Constant / Daily / Weekly / Rare
- Priority: High (Blocking), Medium (Painful), Low (Nice to have)
6. Workarounds or Temporary Solutions
Describe any manual processes or alternate methods you’re currently using to mitigate the issue, if any.
7. Supporting Materials (Optional but Helpful)
Attach screenshots, call flow diagrams, example call logs, or anything that helps contextualize your request. Clear visuals often accelerate approvals.
Tips for Faster Approvals
- Be as specific and concise as possible — avoid general feature suggestions like “Make reporting better.”
- Use real scenarios or example call flows to illustrate impact.
- Frame the request in terms of user outcomes or business pain.
Next Steps
Once you're ready to submit a request, please open a ticket with the above information. Our engineering team will package your request with the proper technical formatting and escalate to Ozonetel with supporting documentation.
Need More Help?
If you need further assistance, contact our support team at support@allegiantnow.com / (913) 599-6900 or select the button below to visit our portal: