MiCollab ACD Hotdesk softphone

[bajangerry]

Hi Guys,

Anyone using the MiCollab Softphone as a Hotdesk ACD agent? I am trying to allow a agent ID to be a softphone user as well as a Hotdesk login on a deskphone but I seem to be having an issue with the login on the deskphone requiring a PIN but once I set a PIN it breaks the Softphone login. Remove the PIN and the softphone logs in again right away but then I am stuck with the problem of having no login to the deskphone. Anyone figured this out already?

Gerry

[sunspark]

Are u using the same extension?

You need to create the deskphone extension (1111) and a second sip softphone /acd/hotdesk (1*111)

[bajangerry]

They are hoping to use the Hotdesk ID on the deskphone as well as the MiCollab, I thought that was possible.

[pmhaynes]

UC endpoint on new software or old legacy with 5020?

there is an offical mitel doc on how to do this

not sure its exactly what you after but it may help

https://phonesystemhelp.info/micollab-acd-sip-softphone-setup/

[bajangerry]

UC endpoint on new software or old legacy with 5020?

there is an offical mitel doc on how to do this

not sure its exactly what you after but it may help

https://phonesystemhelp.info/micollab-acd-sip-softphone-setup/

Hi,
They are using the latest and greatest MiCOllab clients and the MiCollab softphone works fine when they connect with it. What they are trying to do though is to use the same Agent ID that is associated with the MiCollab softphone to sign in as a Hotdesk on a Deskphone. When they do that they are prompted for a passcode but there is no passcode set on the devices.

[pmhaynes]

I believe the TUI passcode is now the SIP password on the latest and greatest. You no longer type it in a seperate SIP password field like you used to.
But I dont think that you could logon a SIP user onto a deskphone
Maybe if the phone was in SIP mode instead of Minet mode?
Let me know if it works

[Dogbreath]

But I dont think that you could logon a SIP user onto a deskphone

They both are and are not SIP. If you look in MiVB, they're not Generic SIP devices, they are programmed as a Hot Desking User with ACD Agent ticked. So I don't see why you shouldn't be able to log this in to a Minet handset if you know the PIN. The PIN is sent in the "Welcome to your new MiCollab settings" email. I haven't tried this.
If you look in All IP Telephones they are a device type Generic SIP Phone.

[bajangerry]

But I dont think that you could logon a SIP user onto a deskphone

They both are and are not SIP. If you look in MiVB, they're not Generic SIP devices, they are programmed as a Hot Desking User with ACD Agent ticked. So I don't see why you shouldn't be able to log this in to a Minet handset if you know the PIN. The PIN is sent in the "Welcome to your new MiCollab settings" email. I haven't tried this.
If you look in All IP Telephones they are a device type Generic SIP Phone.

So it is the TUI that is used to set the Hotdesk Pin?

[Dogbreath]

I'm not sure what you mean by TUI. The email I'm referring to is automatically generated by adding [or maybe it's not the adding, it's the provisioning] a user in MiCollab and looks a bit like this:

Code: [Select]

Dear Test5:

This welcome email provides you details and credentials required for your MiCollab services as well as your phone, Voicemail, and other services.

Depending on the Mitel services to which you are subscribed, you may also receive additional emails providing detailed instructions for setting up those services.

-- User --
     Login ID: test5

-- Phones --
     Registration Access Code: ***

     You have these phones available:

          Number: 820
          Description: Primary Phone
          Device Type: ACD Agent
          Hot Desk PIN: 3818

-- Voice Mail --
     Access #: 6050

          Mailbox #: 820
          Passcode: 3818

-- Remote Teleworker Solution --
     Installation Password
     123456789

Windows PC Client:
<some URL>
etc


[bajangerry]

I'm not sure what you mean by TUI. The email I'm referring to is automatically generated by adding [or maybe it's not the adding, it's the provisioning] a user in MiCollab and looks a bit like this:

Code: [Select]

Dear Test5:

This welcome email provides you details and credentials required for your MiCollab services as well as your phone, Voicemail, and other services.

Depending on the Mitel services to which you are subscribed, you may also receive additional emails providing detailed instructions for setting up those services.

-- User --
     Login ID: test5

-- Phones --
     Registration Access Code: ***

     You have these phones available:

          Number: 820
          Description: Primary Phone
          Device Type: ACD Agent
          Hot Desk PIN: 3818

-- Voice Mail --
     Access #: 6050

          Mailbox #: 820
          Passcode: 3818

-- Remote Teleworker Solution --
     Installation Password
     123456789

Windows PC Client:
<some URL>
etc


Ok, so when you create a ACD Softphone only it does not give you a ACD Agent and Hotdesk PIN in the email

[pmhaynes]

I'm not sure what you mean by TUI. The email I'm referring to is automatically generated by adding [or maybe it's not the adding, it's the provisioning] a user in MiCollab and looks a bit like this:

The TUI passcode is the one under the password in the Micollab user. The page where you see name and email etc
TUI might be an out of date name.

I believe it sets the HD pin and Nupoint mailbox passcode and now the SIP softphone password

[billbry66]

best method is to disable PIN sync on the Nupoint
- there is a console command for that
this will mean that any acd agents with nupoint mailbox can set that up without breaking the mivb side when teh password is changed

setup acd micollab softphone user with a pin
dont change it , if you change it you need to redeploy in teh deployment blade

[pmhaynes]

best method is to disable PIN sync on the Nupoint
- there is a console command for that
this will mean that any acd agents with nupoint mailbox can set that up without breaking the mivb side when teh password is changed

setup acd micollab softphone user with a pin
dont change it , if you change it you need to redeploy in teh deployment blade

The doc Bill refers to is on KMS ref SO4815, let me know dont have access to it