Topics

1

MiVoice Office 250/Mitel 5000 / Best Softphone Choice

« on: September 28, 2020, 08:57:47 AM »

Hi everyone, I have been searching the forums a bit but am still confused on this topic.  I am looking for the "best" softphone that I could use for my situation.  We have a MiVoice Office 250.  I have one, maybe two, users that would like a softphone that can work remotely.  Ideally I would like something that is standalone and doesn't require another platform/software to be installed alongside the MiVoice Office 250.  Just want to install the softphone on their machine, configure it with our teleworker/public address, add the phone wherever needed in my 250, and go - if that is possible.  I see the MiCollab Client Softphone listed - but I am unclear if that requires me to have a MiCollab server or anything like that?  It doesn't have to have any extra features, just dialing by extension and dialing outbound using our trunks on the controller.  I do have a couple spare Cat F licenses if a SIP solution is something that would work best.  If I use a SIP softphone, can it connect to our public IP address of our controller and register?  And, to add on top of this...we are MAC users, so I know this will severely limit my possibilities.  I do have Parallels running Windows on the machine, so that could be an option if necessary.

Thanks for your opinions!

2

MiVoice Office 250/Mitel 5000 / VTech VCS-752 on Mitel 250

« on: July 21, 2020, 04:20:35 PM »

Anyone have any experiencing using this SIP conference phone with a 250?  I got one used (maybe that's the issue) and have set it up on my network.  SIP registration went fine.  We did our first conference call and during a 1.5 hour call it dropped the call for no reason that we can determine.  Drops seemed random.  Call was to Zoom.  None of the other dialers into Zoom were disconnected so makes me think its not Zoom's end.  Our previous SIP phone in our conference room (a UC360) works without issue and doesn't drop any calls.  We are trying to replace the UC360 with this VCS-752 because we need the extra speakerphones and microphones that the VCS752 offers.

I am checking for a firmware update on the VCS752, but wanted to reach out and see if anyone else has used one of these successfully (or unsuccessfully) on Mitel 250/5000 platform.

Thanks!

3

MiVoice Office 250/Mitel 5000 / Camp-On timer for ACD

« on: July 14, 2020, 03:43:13 PM »

Hello all, I am trying to setup my first ACD for our receptionist.  I have the basics setup, but need help with this camp on tone.  When the receptionist is on the phone, and another caller comes in, that new caller is hearing a busy tone for 3 seconds, then going to our MoH for approximately 15 seconds, before then hearing our greeting to tell them they are on hold, etc. 

Is there a way to 1. remove the busy tone that they hear for 3 seconds?  and 2. make it so they immediately hear our recording for Announcement before hearing any MoH?

Thank you!

4

MiVoice Office 250/Mitel 5000 / SIP Sizing

« on: March 11, 2020, 09:50:49 AM »

Hi, we have a PRI currently connected to our 5000HX running MiVoice Office 250 6.3 SP4.

Our PRI contract is expiring and I am debating if it would be worthwhile to switch to SIP.  We have had a fair amount of issues with the AT&T PRI smart cards failing in our data closet, leading to over a day of downtime on several occasions just to get them out to swap the card out. 

As I am looking at SIP, my main concern is appropriately sizing my service for the needs of our business.  With the PRI I of course have 23 channels.  As far as I am aware we are never reaching that limit. 

My question - is there a report or any way within the 250 to see what the max number of simultaneous channels that were in use at any given moment?  For example, maybe it would show last Tuesday at 443PM we were using 9 channels, and that was the highest point on this theoretical report, so I would know that 16 channels max was my usage for the month, so then when I buy my SIP service I could size for something like 12 trunks or so to make sure I am well covered.

I know I can go into System Admin and Diagnostics and see a live view of the number of ongoing calls.  Really what I need is a historical report of that value, but I cannot find it.  Does anyone know if it exists anywhere?

Thanks!

5

MiVoice Office 250/Mitel 5000 / Upgrading UC360 Firmware

« on: September 19, 2019, 02:52:16 PM »

Hey all, I have a UC360 that I factory reset (including firmware).  Now trying to upgrade to latest firmware.  I have pointed it to 66.46.196.182:8080 but am getting an error that software upgrade cannot connect to that IP/port.  Last I checked that was the public IP from Mitel to get new firmware...anyone know if that is still the case, or has this IP changed?  or are they not providing that any longer?

Thanks!

6

MiVoice Office 250/Mitel 5000 / UC360 Company Directory

« on: May 04, 2018, 03:01:04 PM »

I am trying to figure out anyway possible for our UC360 phone to have visibility into the company directory that is on our Mitel 5000 controller.  We do NOT have AD so I cannot sync the UC360 that way.  Is that the only way possible to configure the "Corporate Contacts" section of the UC360?

Thank you!!

7

MiVoice Office 250/Mitel 5000 / Mitel Wireless LAN Stand Configuration and Engineering Guidelines

« on: February 05, 2018, 12:10:46 PM »

Hi everyone, I have recently purchased a Mitel Wireless LAN Stand used but am having trouble configuring it.  I have found an instruction manual online, but it references the "mitel wireless lan stand configuration and engineering guidelines" document - however I cannot find this document anywhere.  I am trying to use this wireless LAN stand to connect my phone to my pre-existing wireless IP network, as I need to place a phone somewhere that a data network cable run does not currently exist.  I have been unable to successfully configure the phone to connect, and need more instructions on how to do this. 

Anyone know where I can get a copy of this document, or have a copy that they can share with me?

PS - my wireless lan stand firmware is version 1.01...I have heard there is a newer version available, but I don't have a login to Mitel download page that will allow me to get this.  Is my only option to go through our channel partner?  I know they will charge me hourly rate for the time for them to download the firmware and send the file to me, and was hoping to avoid that charge.

8

MiVoice Office 250/Mitel 5000 / What log?

« on: January 18, 2018, 10:53:11 AM »

I am trying to find out what log to check for to see a history on when a SIP trunk has gone out-of-service and back in-service - which one would I look in for this ?  Tried searching but no luck.

Thank you,

9

MiVoice Office 250/Mitel 5000 / No audio on transferred call

« on: December 19, 2017, 01:34:06 PM »

Hi, we have a MiVoice Office 250 v6.2.  We have two trunk groups (one PRI and one SIP).  If a call comes in on my SIP trunk, and we then transfer that call back out to an external mobile number - the call still places but no audio can be heard in either direction, including the ringing. 

If a call comes into our PRI, and we transfer that out to an external number, it works fine and everyone can hear each other.

Can someone point me in the direction of what to look at for this?  Thank you so much!

10

MiVoice Office 250/Mitel 5000 / Receptionist Help

« on: December 19, 2017, 11:36:59 AM »

Hello, I have searched the forums but am having trouble seeing my situation and a way to resolve.

Scenario:
Mitel 5000 v 6.2.
Our receptionist answers all calls that come in at her extension 100.
If after 4 rings she doesn't answer, the calls are sent via a forwarding path on her phone to a Call Routing Announcement, saying that we are busy with other callers, they can dial extension, leave a message, etc.

Now, our desired behavior is that if she is already on the phone, and someone calls in, they hear ringing for however many rings, and then get sent to this same Call Routing Announcement.

However - what is actually happening is that if someone is calling in, and if the system sees that our receptionist is on the phone already, the incoming caller is then IMMEDIATELY sent to the Call Routing announcement, without any ringing. 

So my question is this - how can I make ALL calls ring 4 times to a user before going to the next step in the Forwarding Path - REGARDLESS of if my user is on the phone already.  It seems that because my user is already on the phone, the system is forwarding directly to the next forwarding point in our forwarding path.

I am hoping that this is something I can resolve through properly configuring my forwarding path or adding additional forwarding paths to my receptionist users extension.

We have one forwarding path setup on extension 100 right now, and it sends to 2513 (Call Routing Announcement).

Thank you for your help on this.

11

MiVoice Office 250/Mitel 5000 / SLM-4 vs Integrated SL ports

« on: March 22, 2017, 02:50:48 PM »

Hi, is there any difference in using the analog station ports provided on an SLM-4 card vs using the integrated SL 1-2, SL3-4 ports? 

I need to configure 4 analog stations (fax machines) on my 5000 and we have an SLM-4 card and the integrated.  I was wondering if there are any advantages / disadvantages to using one over the other.

Thank you!

12

MiVoice Office 250/Mitel 5000 / Complaints regarding call quality when transferring out to cell

« on: March 13, 2017, 11:34:11 AM »

We have inbound customers calling into our system on a PRI.  These calls are frequently transferred back out of the system to our agents in the field on their cell phones.
We are frequently having complaints from both the agents and the customers that they "cannot hear the other party" or there is "static". 

The agent typically ends up getting the callback number for the customer, and dials them out directly from their cell phone and the connection is noticeably improved.

Again, calling directly to the customer from their cell phone is good, but if the customer calls into our MiVoice 250 and is transferred out by our receptionist to the agents cell, voice quality issues ensue. 

I don't get any daily complaints of any other voice quality issues with normal calls inbound and outbound to our MiVoice 250 - only complaints come on transfers back out of the system...

Can someone recommend some troubleshooting steps for me on this?  Unfortunately the issue is somewhat intermittent, so I am unable to easily recreate.

13

MiVoice Office 250/Mitel 5000 / I actually want the remote side to hear background noise.

« on: March 08, 2017, 04:17:03 PM »

So, a little backstory first.  I work for an auction company.  When we are having an auction, we have an agent call into a call center for the online bidding portion. The remote party on the phone actually listens through the handset/headset of our agent to hear the auctioneer in the background calling out bids.  Personally, I think this is a crazy practice, and can't see how it can work very well, but somehow it does. 

The issue however, is noise cancellation technology being what it is, the background "noise" (the auctioneer calling bids) is becoming harder for the remote party to hear.

We currently use a 5340e phone base set with an attached GN Netcom 2110 wired mono headset.

Is there any setting in the phone system (MiVoice 250 6.2) or the phone itself, to DISABLE background Noise cancellation?

14

MiVoice Office 250/Mitel 5000 / Phones disconnecting after Controller reboot

« on: September 12, 2016, 02:44:52 PM »

Hello, we currently have a 5000 HX Controller with about 100 5330/5330e/5340e phones on version 5.1 SP4 PR2.  We are having an issue that I am having trouble finding more information on.  DHCP for the phones is currently being handed out via a pfSense firewall on the phone VLAN 150.  DHCP is providing option 43 for the Call_Srv and the TFTP server information to the phones. 

Last week, I rebooted the phone controller while troubleshooting a voicemail to email issue.  After that reboot, a number of users have reported that their phone is often disconnecting them in the middle of calls, and then stating on the screen Applications Loading for anywhere up to a minute.  I have been able to resolve this issue on each phone, it seems, by power-cycling each phone manually. 

I am not entirely familiar with the registration process that the phones follow, but am wondering how a reboot of the controller could cause this to happen, or if it cannot, and I should be investigating elsewhere.

Thank you for your input on this,