IVR through YourSiteExplorer Question

[JasonTL]

I have a customer with an IVR set up through YourSiteExplorer. Currently it only plays the message to one caller at a time. The second caller hears ringing until the IVR finishes on customer 1. Is there a way to open more ports or build a hunt group so that multiple people all hear the IVR at the same time when calling in.

[doncarlyon]

How many licences does the customer have for IVR Ports?

[Dogbreath]

Is there a way to open more ports or build a hunt group so that multiple people all hear the IVR at the same time when calling in.

Yes, you use hunt groups with multiple ports in to handle this.

[JasonTL]

@doncarlyon - The server has ports configured = 2. This option is grayed out and it appears I cannot change this. I am assuming they should purchase more IVR ports?

@dogbreath - How is this set up? Do I build a hunt group with multiple VM ports in the 3300? Use this as the dialbale number in the IVR?

Thanks for your replies.

[doncarlyon]

Create a hunt group in Yoursite Explorer, add the 2 x IVR ports to the group.  Then assign the workflow to the hunt group.

This will only increase your 1 at at time... to 2 at a time.  After that, you need more ports which means more licencing costs.

[JasonTL]

Thank you. I have put in a PO for more IVR ports.

[johnp]

Don't know the part number, but I think there is an upgrade that gives you upwards of 20 ports

[JasonTL]

Mitel says the IVR licenses should have already been in the package. It only displays 2 available licenses and none in the AMC. Is there somewhere else to activate the IVR licensing. I followed this video for set up and everything works excepts the license amount is 2. https://www.youtube.com/watch?v=Ra4uVt_T-HA

[JasonTL]

I finally got the licensing and everything corrected and working. One last question. One of my IVR key events (press 3) is a speedcall to an external 800 number. It works fine internally dialing the IVR, but when coming into the IVR from an outside number it will not speedcall to the external 800 number, just repeats the IVR. All other key press events (internal transfers) work. Any ideas?

[sarond]

Are your IVR Port allowed to dial out? Check their COR.

[johnp]

Speed dial override cor?

[JasonTL]

@sarond - I am using the same default COR as the normal extensions.
@johnp - I am using the same COR as the default normal extensions. Not sure what spee dial override COR is?

Also, I work for the service provider. From the Metaswitch captures I can see the call trying to go out. Metaswitch says they think the Mitel needs to send a REFER message to tie the incoming and outgoing calls together, but I am unable to find this selection as well?

[doncarlyon]

The system speedcall has an option to override toll control, have you tried that?

[JasonTL]

I did try that. Same result. It works if I dial the call tree internally, but a call coming from outside will not dial back out.

[sarond]

Is the call trying to pass through the original caller id? some carriers will fail this type of call.