Messages

1

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 20, 2018, 10:13:51 AM »

Hi Sarond,

I had a quick look at that open source PBX - very interesting! You actually jogged my mind a little and I've managed to get this working by using a Twilio number and setting up an application via a webhook call. By conferencing with that application I can now play insurance messages successfully with a little messing about via Mitel Phone Manager.

Now if I could get a macro to do the conference part I'd be laughing!

2

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 20, 2018, 04:27:00 AM »

I wasn't able to get this to work, although it may be just my skill level which is causing issues.

I happened to have an engineer kicking about the office the other day so I asked him and he suggested using the record-a-call functionality to do this, by adding a day greeting to the record a call function.

This seemed like a solid idea but again, when using record-a-call the greeting doesn't seem to play

3

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 18, 2018, 04:52:44 AM »

All of the SL ports are used, but I think I could free one up. I've three spare LS ports though.

I shall have a go and see what happens

4

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 17, 2018, 12:39:09 PM »

Thanks for the help and the response TE - it's very much appreciated even if it didn't pan out.

Regards, Daniel

5

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 16, 2018, 04:29:01 AM »

OK - I've tried that and get the same message, but I think it's because I'm not doing the combination fast enough:

First I ring in to test, answer the call.
Hit the conference button on the phone (should be feature 5)
Dial the hot desk
The hot desk almost immediately forwards to the CRA so when I then press 5 again the system won't conference with it

Is it possible to build this into a speeddial?

I tried 5222655 where 5 is the feature and 2226 is the hot desk

6

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 13, 2018, 01:17:17 PM »

Certainly no need to apologise!

Thanks for the help, I'll give that a go on Monday

7

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 12, 2018, 10:54:53 AM »

Unfortunately, as you guessed - it would cause issues with the reporting.

8

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 12, 2018, 08:42:21 AM »

A separate CRA for each agent may work as we're looking at about 20 agents - not ideal, but not a major issue either.

However, how would we make sure the Agent didn't receive another call in the meantime? Putting them on DND would work but when the call bounced back from the CRA the Agent would still be on DND

9

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 12, 2018, 08:28:25 AM »

Hi pexecutone,

If I transfer the call to the CRA, how does the call make it's way back to the appropriate agent after listening to the message?

Regards, Daniel

10

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 12, 2018, 04:18:54 AM »

Hi TE,

*EDIT*: I've just tried to conference the application in and the system states it's not a valid for conferencing, it seems you can't invite a CRA to a conference?

Is it possible to set this up on a station speed dial or similar?

I tried setting a speed dial to 5253255 (where 2532 is the CRA) but it simply dials the number during a call.

Its to my understanding that conferencing works as follows:

    While on the first call, press the Conf button (or feature 5) to place the call on hold. CALL NEXT PARTY TO CNF appears on the LCD display.
    Place a call to the next conference party (for external calls, press the Outgoing button or the Outgoing Call access code [8 is the default code], and then dial the number).
    After the party answers, announce the conference, and then press the Conf button to place the call on hold. If necessary, repeat this step to add the remaining conference party.
    Press the Conf button again to start the conference. CNF IN PROGRESS appears.

Regards, Daniel

11

MiVoice Office 250/Mitel 5000 / Re: Playing a recorded message to a customer

« on: April 11, 2018, 05:36:01 PM »

Thanks TE - I hadn't considered conferencing with a CRA. That sounds like a realistic way of doing what we want - I'll give it a go and see how it works.

Appreciate the help, thanks. Luckily the script itself is only used for a portion of calls so unless we end up with a situation where we've got an incredibly high volume we *should* manage with the 32 port limitation

12

MiVoice Office 250/Mitel 5000 / Playing a recorded message to a customer

« on: April 11, 2018, 01:30:12 PM »

Hi,

We run a Mitel MiVoice 250/Mitel 5000 system and have a requirement to read out a long (3min) script at a certain point within a call. The customer must listen to the entire script and then respond yes or no at the end of the script.

Having our call center staff read this out is prone to error and quite frankly, draining!

Is there a way in which we can, lets say for example:

Upon reaching the point where the script is to be read, pass the call to an attendant which plays a recording of the script then have the call come back to the same agent (automatically)

Failing that, is there any other way?

Any ideas, suggestions or help would be greatly appreciated

Regards, Daniel