Salesforce connector via MiCC and Nu-Point call events

[mjkadel]

Hi all,

We're still trying to roll out our new Mitel phone system with the help of a contractor. We have a MiCC server which acts as the Salesforce connector. The ACD users log into the CTI Softphone on their Salesforce homepage. Theoretically when somebody calls our ACD queue it should open a Salesforce case and fill in the account and contact fields automatically. When calls come in they first land in Nu-Point so the caller can navigate a call flow before ending up in the ACD queue.

There are always multiple call events in the .js logs in Salesforce. When the first call event contains the caller's phone number the integration works great. When the first call event contains the Nu-Point extension the integration does not work. If we aim the call directly at the queue, bypassing Nu-Point, the integration always works.

Does anyone know of a way to filter out the Nu-Point call events from being passed on to Salesforce through MiCC?

Thanks,

Michael

[johnp]

You will likely need a delay for the dnis to become valid and reliable

[warlockcode]

Try modifying the COS of the NuPoint ports to display the external number rather than the NuPoint extension.