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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: jeremywatco on October 13, 2011, 10:08:38 AM

Title: 3300 MXe new install issues
Post by: jeremywatco on October 13, 2011, 10:08:38 AM
Hi All,

First post here, looks like a great forum!

Anyway, First time dealing with a specific local dealer and they installed a 3300MXe at one of our locations. The installer so far has seemed totally clueless, so I am left to figure out the mess and clean it up.. little by little.

Couple of questions.

1. The installer told us that there is no way to transfer a call directly to voicemail from any phone except the attendant UCA Advanced console. We are using the embedded voicemail and I argued that this seemed like a basic feature but I was told.. nope cant be done. Any truth to this? I would be totally flabbergasted if it was the truth.

2. When you dial an extension we want it to intercom the person and not ring the phone. Again I was told this is not possible. I found direct page.. but that required an extra step of pushing a button first. Then I found Auto Answer which essentially did what I wanted except I couldnt find a way to have it stop auto-picking up when people called in through voicemail (after hours auto-attendant & directory). Any thoughts? Basically we want it to act in Handsfree mode just like our Mitel 5000 units work.

Any thoughts? Thank you so much!
Title: Re: 3300 MXe new install issues
Post by: brantn on October 13, 2011, 11:32:34 AM
1.) This is the truth and probably one of the most requested features I have come across. There is some work arounds but is incredibly painful compared to a direct transfer.

2.) Sounds to me what you are looking for is direct page. You can program speed dial buttons to include the FAC and extension to simplify some of the dialing. Auto answer will answer everything. By turning the MIC button on and off on the set the called party can talk back. A lot of people forget that.
Title: Re: 3300 MXe new install issues
Post by: Mitel100 on October 13, 2011, 11:55:15 AM
Single Button Transfer to Voicemail should be coming in the next release of MCD (5.1 or 6.0)
Title: Re: 3300 MXe new install issues
Post by: jeremywatco on October 13, 2011, 02:19:54 PM
Wow thanks for the quick responses all!

Direct page works great.. HOWEVER... we are wanting some way of this being the default.. So I pickup my phone and dial an extension.. I want it to automatically direct page OR our Receptionist using the UCA Advanced soft console double clicks a station.. it auto direct pages or something of that nature.
Title: Re: 3300 MXe new install issues
Post by: v2win on October 14, 2011, 08:45:12 AM
You could make the direct page a single digit feature code

For example

feature code = 8
Extension = 1234

call 81234 it should direct page the phone
Title: Re: 3300 MXe new install issues
Post by: jeremywatco on October 14, 2011, 11:10:50 AM
Ok.. so.. using a phantom box & call routing I was able to create a way to xfer direct to voicemail.

Back to direct page... just trying to find a simple way to train it.. any way to allow transfering via direct page? Ie... Hit transfer button, direct page, then extention.. announce call and hang up if they want it? As of now I can't. Or program a softkey to accomplish all this?
Title: Re: 3300 MXe new install issues
Post by: brantn on October 14, 2011, 11:20:49 AM
As far as making it a button it is just a matter of programming your FAC and extension on a button single digit or two doesn't matter I would suggest to never use single digit though as it can get in the way of system numbering. I would suggest something like *3 or another star or pound code. Then you program the button *31234. There is no way to transfer on direct page that I am aware of but would have to test by taking a call and transferring to the FAC plus extension. You could put a call on park and then page and tell them to pick it up so there are some workarounds, a supervised transfer would be the best way to handle it in my opinion but then again I have always disliked page as I find it obtrusive compared to a phone call that I can DND if I am with a client or what not.
Title: Re: 3300 MXe new install issues
Post by: jeremywatco on October 14, 2011, 01:35:38 PM
Supervised transfer is exactly what we want... however we want supervised transfer with the announcement over intercom and not a phone ringing.

Thanks for all the help so far everyone.
Title: Re: 3300 MXe new install issues
Post by: ralph on October 14, 2011, 02:12:15 PM
It appears you may be trying to duplicate a Keysystem feature that the users had before and now want back.
The Mitel doesn't do what you're asking for.
But....
You can kind of do it. 
Here's how:
On the answering phone turn on 'auto answer'.  It must be allowed in COS.
The phone will ring once and then come through the speaker phone / or headset.
If you add an 'Auto Answer' button to the phone the user can turn that on and off.

The down side is that is auto answers every call.

Ralph
Title: 3300 MXe new install issues
Post by: v2win on October 14, 2011, 02:12:45 PM
I think you can use the secretarial feature for this
Title: Re: 3300 MXe new install issues
Post by: ralph on October 14, 2011, 04:26:49 PM
There's something I haven't played with.

Ralph
Title: Re: 3300 MXe new install issues
Post by: jeremywatco on October 14, 2011, 04:58:47 PM
It appears you may be trying to duplicate a Keysystem feature that the users had before and now want back.
The Mitel doesn't do what you're asking for.
But....
You can kind of do it. 
Here's how:
On the answering phone turn on 'auto answer'.  It must be allowed in COS.
The phone will ring once and then come through the speaker phone / or headset.
If you add an 'Auto Answer' button to the phone the user can turn that on and off.

The down side is that is auto answers every call.

Ralph

OK, This I have tested. And this seems to kinda work.. EXCEPT...

So I turn auto answer on. Then for the COS on the PRI trunk I make sure its set to off. This prevents DID calls from automatically being picked up. Worked. Extension to Extension works as planned... NOW this issue that I cant get around is if the autoattendent picks up via the built in VM system and you enter in an extension your phone auto answers it. I've tried turning the COS off on the VM ports but I can't figure out where its set.

I guess I am also just fighting this in my head... in my head I keep saying to myself "This seems like a basic phone system 101 feature, hands free supervised transfer announce". I donno I know users of ours are frustrated. I get that it doesnt work that way, i'm just struggling to accept it.

Another thing that seems totally off is the Auto-Attendant in the Emb Voicemail cannot screen calls. So essentially if you call after hours, get the auto-attend, dial my extension and I pickup I get no notification as to who you are.. I just have to say.. "hello....".

Title: Re: 3300 MXe new install issues
Post by: jeremywatco on October 14, 2011, 06:20:00 PM
Also... when is MCD 5.0 set to be release? My reseller says its in Beta still.
Title: 3300 MXe new install issues
Post by: v2win on October 14, 2011, 08:04:45 PM
It came out on Monday
Title: Re: 3300 MXe new install issues
Post by: bobcheese on October 15, 2011, 05:07:13 AM
what about 'call park' and then a page out to announce the park location? other systems call this 'park & page' but i dont think 3300 has this as a single feature.
Title: Re: 3300 MXe new install issues
Post by: jeremywatco on October 15, 2011, 09:28:24 AM
What does everyone else do? Like right now if you are at your desk and you need to call a coworker on the other side of the building.. do you just ring their phone and hope they pickup? Maybe I just need to leave it at that. Just sooo used to intercom'ing and some of our users are having a very difficult time adjusting. Is there a way to have a different ringtone for inside vs outside calls?
Title: Re: 3300 MXe new install issues
Post by: ralph on October 15, 2011, 03:00:39 PM
Didn't know you could turn off the auto answer in the PRI COS.

You can find the COS of the VM ports under "Station Attributes" form.

As a VAR, I've had customers ask for that feature only a couple of times and I've been doing the Mitel since 1986.

There's a couple of features I actually like to see - such as the call announce the way key systems will do it.
The other is a "Transfer to Hold" feature were I can put a call on hold on your line as opposed to mine. 

One of the issues that can arise out of using auto answer is you can't just let the call roll to VM.   Ideally I'd like to see a feature like <xfer>+<single digit><extn> that would allow you the option of call announce or direct transfer.

The way I normally set up phones is to forward all extensions to VM on RNA/busy and then use the feature access code to over ride the busy to go to it's second line only on external calls.   That way when you call someone and they're on the phone you get a busy signal and can press the call back button.  Your phone will then alert you when the other person is off the phone. (http://ezinearticles.com/?Using-the-Call-Back-Feature-of-the-Mitel-3300&id=6307518)  This way you know at least they're in the office.

That doesn't help you with what you're trying to do but maybe it will give you some ideas.

Ralph
Title: Re: 3300 MXe new install issues
Post by: brantn on October 16, 2011, 03:59:00 PM
Yeah park and page is not a combined option but that is how a couple sites I know doing the same thing. That is always a big battle the transition from key to voip. It is kind of like going from DOS to Windows 7. That is why yes some of the theories make sense as we think they are easy but there is a lot more to a voip system then just apply tip and ring.
Title: Re: 3300 MXe new install issues
Post by: v2win on October 17, 2011, 09:06:07 AM
Are you sure

I thought park and page was available in 4.2
Title: Re: 3300 MXe new install issues
Post by: brantn on October 17, 2011, 11:21:43 AM
It could have flown under my radar for sure as I am now more in the IT side of the house.

As the poster asks what do others do here, there are really two different questions being asked.

1.) How do you announce an incoming call to a user?

2.) How do you call a user at his or her desk?

Here are my answers and what I recommend to all users. Yes it is an adjustment period going from a key system into a voip system. It is all training and after a painful introduction things will get easier. I have been almost tarred and feathered at an install once as they were that resistant to changing. A good installer and VAR would still be working with the end users until the issue only remains of training. If you can persuade the top 5 of a company it will trickle to the rest. Now that being said back to the questions.

1.) There are numerous options but my recommendation is simply a supervised transfer it is more polite then an interruption such as page. When a page goes off in a business everyone stops work to listen if it is for them. A direct page into the office has the same potential for interruption. If this isn't an acceptable answer then use of call park and voice announce could be used but will cause interruption just the same.

2.) I assume the people I work with are not call dodgers and if I get their voicemail it is for a reason and they will call me back. So yes call their phone. If this doesn't work then a training of press *3 or whatever the FAC is and extension. These could be programmed into buttons.

There is a transition process for sure but within a month of almost being tarred and feathered that same client now can't imagine doing it any differently. And the work being done has increased as users aren't interrupted every 5 minutes.
Title: Re: 3300 MXe new install issues
Post by: bobcheese on October 17, 2011, 04:17:05 PM
I can only see AA park and page in the helpfile but this was from an earlier version i think
Title: Re: 3300 MXe new install issues
Post by: jeremywatco on October 18, 2011, 09:56:42 AM
First off... THANK YOU so much everyone for your input thus far.

I guess the reason we like the paging is because we are a smaller office (~40 here) and when the receptionist is gone or at lunch we have incoming calls ring every extension so the difficult thing is everytime your phone rings you need to stop, look at it to determine if its a incomming call or another user.

What might smooth things over would be if there was a way to have a different ring tone/pitch for incoming calls vs internal calls.
Title: Re: 3300 MXe new install issues
Post by: ralph on October 18, 2011, 11:08:08 AM
You should be getting a double ring for external calls and a single ring for internal calls.

Ralph
www.cheveytruckspotlight.com (http://www.cheveytruckspotlight.com)
Title: Re: 3300 MXe new install issues
Post by: jeremywatco on October 18, 2011, 02:23:12 PM
I guess it pays to actually pay attention when someone calls me... Thanks!!!!

Last thing for this topic as I think everything has pretty much been beaten out as much as it can be....

So.. if a call comes in from the outside it rings twice and shows the # in the caller ID on the screen... if i hit the transfer button, dial and extension & hand up that user now gets an internal ring (single) and it shows that I am ringing him.. he then answers as if I was intercoming him only to find that it was an outside call that someone didnt supervise. Anyway to change so that it shows the actual call being transfered instead of who its coming from?
Title: Re: 3300 MXe new install issues
Post by: brantn on October 18, 2011, 03:54:37 PM
Yey I get to answer YES on something. It is a COS option Display Caller ID on transfer or something along those lines.