Topics

1

Mitel MiVoice Business/MCD/3300 / Setup phones to be able to change outbound displayed number

« on: October 23, 2018, 12:56:32 AM »

Hi
Trying to make a change for a growing contact centre
They have multiple queues (ACD)
They want to display different DID numbers depending on who and why they are calling
I currently have some multicall buttons on their 5330 phones combined with some CPN Subsitution

What other solutions do I have to try to replicate this as they are out growing this method

2

Mitel Software Applications / MiVoice Call Recorder - cant export calls

« on: April 24, 2018, 02:19:03 AM »

I have an issue, though I would try raising here before going to my support agent to push to Mitel

The management studio (MiVCR 9.1) works fine on all the physical computer (Mix of windows 7 and 10) but we have a few people working in VMware Horizon Client (windows 7)
I have access to a different Horizon profile (still windows 7), tried there and got the same issue.

When they try to export the call audio they are getting the following error message

Failed to install audio conversion components
Couldn't unpack and/or register NCTWMAFile.dll;
OAISYS.OaisysApplicationException: Failed to register because
D:\Users\<user name>\AppData\Local\Apps\2.0\N9DEE345.XEH\3A3LY9L7.LO6\oais..tion_08cc20c2182722aa_0009.0001_f4a268dee94adb9n\NCTWMAFile.dll is not a COM server
at OAISYS.Utils.RegSvr.Register(String pathname. Boolean unregister, Boolean currentUser)
at OAISYS.Utils.RegSvr.RegisterBasedOnUser(Sting pathname)
at OAISYS.IO.ResourceInstaller.UnpackFile(String directory, Byte[] fileBytes, String fileNameWithoutDirectory, Boolean register, String& fileName)
Failed to register because
D:\Users\<user name>\AppData\Local\Apps\2.0\N9DEE345.XEH\3A3LY9L7.LO6\oais..tion_08cc20c2182722aa_0009.0001_f4a268dee94adb9n\NCTWMAFile.dll is not a COM server


any thoughts?

3

Mitel MiVoice Business/MCD/3300 / Single phone that present multiple numbers

« on: March 28, 2018, 01:57:53 AM »

I have a team where in particular situations they need to call out using a a different DID number

At the moment they have 3 phones sitting on another desk for each of the lines they need to be call out on (every other phone in the room else shows a the DID to the ACD path)

I was hoping to program some buttons and say if you want x number press x button before calling out.
I have experimented with single/multiline buttons and CPN substitution, but it also ways shows the DID the extension of the phone is programmed to show

Can I do something so if they want to show phone number X they press the corresponding button?

Running  MCD 7.2 with SIP trunks with 300 indial range

4

Mitel MiVoice Business/MCD/3300 / Record-A-Call issues

« on: February 21, 2018, 07:44:52 PM »

Hi

Our voice recorder has failed at one of our sites (after power outage), while we are trying to work out the issues with this server I was looking to enable record-a-call using the embedded voicemail as a temp measure.

Outbound calls appear to be recording (I have received a couple emails) but inbound are not.

I have all four Record-A-Call COS options enabled (Record-a-Call Active, Record-a-Call - Start Automatic Incoming Call Recording, Record-a-Call - Start Automatic Outgoing External Call Recording and Record-a-Call - Save recording on Hang-up) as well as ACD Silent Monitor Accept Monitoring Non-Prime Lines

I checked the trunk COS to make sure "COV/ONS/E&M Voice Mail Port" was not enabled

I have a recorder hunt group setup with 6 of the 7 voicemail ports (left the last one out)

There are four extensions enabled for voice recording (though they usually only have 1-2 concurrent calls) using traditional ACD

I have tried calls inbound on the ACD path and direct to the extension, with no recording. If they press the record-a-call button nothing happens either

Most of the ACD calls will come in via a local ISDN PRI interface, with some routed from another member of the cluster at a remote location (which uses SIP trunks to the carrier)

Any ideas?

5

Mitel MiVoice Business/MCD/3300 / Cant find extension in User and Service Config form

« on: January 24, 2018, 10:49:09 PM »

So I had reports of people having issues calling an extension
It can be called from the system it is on, but cant call it from other systems (can call it if I dial the nodes 4 digit prefix)
The phone in question can make calls

I tried viewing it in the "User and Service Config form" and it was not there

I ran a Location Feature Extenion and got the following
IP Device ID:    1                                                             
Circuit Location : 1 3 1 1 1                                                   
Extension : 70XX                                                               
Active Features :                                                               
Call Forward No Answer External : 70YY                                         
Call Forward No Answer Internal : 70YY                                         
Call Forward Busy External : 70YY                                               
Call Forward Busy Internal : 70YY                                               
Phone Lock: UnLocked                                                           
Service Level: Full                                                             
MAC Address : 08:00:0F:23:DF:24                                               
Zone ID: 70   

(zone 70 is this controller)
The extension is in the Multiline Set Keys with buttons programms
It is in the Multiline Appearance Groups showing it is button 1 on itself
it is in the Station Attributes form, User and Device Attributes form, Telephone Directory and Call Rerouting Form and it has a voicemail box

I tried creating a matching extension in User and Services, but it tells me the extension number is already in use and I cant work out how to delete it to start again

6

Mitel MiVoice Business/MCD/3300 / LOCATE ALL FREE DN - Dialing conflict

« on: January 24, 2018, 01:23:47 AM »

I found an old thread with same/similar issue but no comment on the fix
http://mitelforums.com/forum/index.php?topic=7577.0

When I run "LOCATE ALL FREE DN 3101 TO 3199" (or any numbers in the 3XXX range) I get

Quantity of free DNs in the given range: 0                                     
A free DN within the given range cannot be found.                               
                                                                               
** Dialing conflict with one or more FAC or ARS string. **

I have checked FAC and ARS digits dialled and cant find anything, I know where are free number in the range as I found one manually

 

7

Mitel MiVoice Business/MCD/3300 / Remote ACD issue

« on: January 23, 2018, 10:32:41 PM »

Hi all

hoping someone can help me
I am trying to setup an ACD path with remote agents
I have a cluster of 15 systems, though only going to be using 3 systems for the ACD (though all system will be expected to be able call the queue)
I have created an ACD skill group on system B with 1 agent (confirmed I can see this number in the remote directory numbers on system A)
I have created an ACD path on system A pointing to the skill group on system B (confirmed I can see this number in the remote directory numbers on system B)

Now if I call the ACD path from another phone on system B or a phone on system C it rings once then goes silent. If the agent is busy it will ring until the agent is available then go silent.
If I call the ACD path from a phone on system A the agents phone on system B rings and I can answer the call.

If I point the ACD path to a local ACD skill group on system A, all works fine and can call the ACD path from A, B or C

Any advice where I should look next

 

8

Mitel Software Applications / MiCC IVR Routing not playing new prompt

« on: October 30, 2017, 11:53:54 PM »

Hi

I am having issue getting a workflow to play a new prompt (existing ones work) and was hoping for a hand working what I'm doing wrong
When I call the number is pauses for a second when it should play message and the transfers to ACD path

MiCC ver 8.1

I have checked the audio file is 8000Hz Mono u-Law
I suspect it is the audio file and Ive tried different settings with no luck
Using Audacity to save the file

9

Mitel Software Applications / MiCollab and MiVoice Call Recorder

« on: October 17, 2017, 03:29:41 AM »

I need to record several MiCollab extensions using MiVoice Call Recorder
We have MiCollab clustered with a MBG with SRC going to MiVoice Call Recorder 9.1

I see details of the calls going to and from the extension I have added but have no audio.
When I check "Ports" I see the extension in question has "Alarm Waiting for Extension Association from SRC"

Other ports range from the expected IDLE and recording, to others with the same "Alarm Waiting for Extension Association from SRC" and others with "... offline or down"

Ive been through the voice recorder, MBG/SRC, MiCollab and MCD with no luck

10

Mitel Software Applications / MiCollab contact centre agents

« on: October 12, 2017, 03:50:44 AM »

So after about 2 years away from Mitel, I am back (just started job as onsite Mitel Engineer)

I am having issues with a new setup I am trying to implement using Mitel 3300 MCD 7.2, MiCC 8.1 and MiCollab 7.2

The agents are using MiCollab softphones, which are working for the most part, but when an ACD call comes in MiCollab and Ignite are reporting the call as non-acd. I cant work out why it is not reporting as a ACD call and showing the ACD path the call is coming in on.

After the call is complete the Ignite Realtime monitor is reporting stats and totals correctly.

Any ideas?

11

Mitel MiVoice Business/MCD/3300 / Daylight savings schedules

« on: September 29, 2014, 08:34:31 PM »

Hi

We have multiple states about to go into daylight savings again .

Now up until recently I was using mitel enterprise manager/ops manager to to the time sync on all our phone systems (around 300) and I will admit it was not very reliable.

Well the OPS manager server folded and I am trying to get things back up and running. I am setting all systems with MCD 5 and 6 to NTP but MCD 4 and 4.2 have the wrong schedules due to the states governments changing the on/off dates a few years ago.

Does anyone know if there is a way to update the daylight savings schedules on MCD 4 and 4.2 so I can look at using NTP on these systems aswell?

12

Mitel MiVoice Business/MCD/3300 / Manbusy trunks

« on: September 10, 2014, 02:40:08 AM »

Hi

just wanting to know if you can reset a manbusy on trunk without deleting and recreating?

I have 2x ISDN30 services, I need to recable them and I was hoping to do one link at a time and issue a courtesy down so I dont disconnect anyone.

No matter how I try to use busy reset I cant seem to get it to work and the only way i can get it to clear is clear to digital trunk entry, then recreate and readd into the trunk group

13

Mitel MiVoice Business/MCD/3300 / MiVoice Business Console

« on: August 27, 2014, 01:07:02 AM »

I believe that the MiVoice Business Console was release at the end of July

I was wondering if anyone here has had a chance to try it out?

Unfortunatly I am currently stuck on MCD 6 sp3 due to not been able to upgrade the MiContact Centre as we still have windows XP machines

But I do have 8x 5550 TBK that annoy me regularly with issues.

14

Mitel MiVoice Business/MCD/3300 / corrupt extension

« on: April 24, 2014, 02:59:11 AM »

Hi

Wondering if anyone has any ideas how to remove a corrupt extension

I have a cluster for 4 controllers and I have one extension that when I log into controller 1 it says that its primary element is controller 2 and its secondary element is controller 1. On Controller 2 that same extension reports its primary element is controller 1 and its secondary element is controller 2

As such I cant delete this extension because both controllers tell me to go to the primary element

15

Mitel MiVoice Business/MCD/3300 / limit call time

« on: January 13, 2014, 10:17:29 PM »

Hi

I have a small issue and running short on time, so hoping someone can point me in the right direction.

I have a callback service setup on an extension, but some people are not following the directions, they then don't hang up and get massive phone bills (lets not get into why they are not hanging up) so I would like to limit the call length

I created some new COS with Call Duration Forced Cleardown Timer for the hung group and call back service, which works fine for internal calls

Call Duration
  Call Duration   5   
  Call Duration Forced Cleardown Timer   2   
  Enable Call Duration Limit on External Calls   Yes   
  Enable Call Duration Limit on Internal Calls   Yes

But external calls from our PRI (E1) dont take effect. I dont want all calls to have this timer, only calls going through to this service.

(I love having to deal with workarounds for exceptions)