Author Topic: Call history in a multiline appearance group  (Read 650 times)

Offline BombasticSquirrel81

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Call history in a multiline appearance group
« on: October 11, 2024, 07:05:49 AM »
I have recently set up a multiline appearance group for our 2 receptionists, I favoured this over a ring group because then they both have access to the connected voicemail with message waiting indication. The issue i am now having is that the call history for the multiline number is not going to the phones. It is important that it does because all customer calls are routed through this. I have read online that this is the intended behaviour as our phones (Mitel 6930) to only display call history for the prime line. Is there a workaround to this so that both receptionists are able to see call history for the multiline appearance group?

Thanks


Offline acejavelin

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Re: Call history in a multiline appearance group
« Reply #1 on: October 11, 2024, 09:49:18 AM »
Nope... Not possible. Call records are only stored for the prime line appearance.

Offline BombasticSquirrel81

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Re: Call history in a multiline appearance group
« Reply #2 on: October 11, 2024, 10:12:19 AM »
I see that ring groups will achieve this, this will cause issues with the voicemail. The ring group would need to redirect the caller to a VM if not answered.

Do you know how I would set up the voicemail to allow both to see and listen to messages as a result of the call not being answered by the ring group?

Thanks

Offline acejavelin

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Re: Call history in a multiline appearance group
« Reply #3 on: October 11, 2024, 01:46:59 PM »
Embedded VM or Nupoint?

Offline BombasticSquirrel81

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Re: Call history in a multiline appearance group
« Reply #4 on: October 14, 2024, 08:13:25 AM »
Embedded VM

Thanks

Offline acejavelin

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Re: Call history in a multiline appearance group
« Reply #5 on: October 14, 2024, 08:43:39 PM »
I mean... how bad do you really want this?

The alternative would be to make a "3rd receptionist" phone that isn't actually being used but there is a physical phone and place it on a back counter or something... then put multicall appearances of that that extension on the two receptionists and a MWI key... ring the DID/trunks to the 3rd receptionist phone... Call logs on phone on back counter, vmail appears on both (all 3 really) phones, and can be answered by either receptionist. Not elegant, but reliable and it works.

Otherwise, because you have embedded VM it's a challenge... you start getting into some of the 3300's "gray area" as I like to call it, routing calls with embedded VM is a challenge because EM is basically a glorified answering machine and not very "smart"... These solutions don't always work as expected or the same in every scenario... sometimes you can figure it out, other times it's just a mystery why it works or doesn't.

You can add a phantom extension as the first member in the ring group, and the two active receptionists in #2 and #3 spots... timeout the RG to voicemail and create a mailbox that matches the Ring Group extension and it SHOULD light the message waiting light on the first extension in the ring (or any non-ACD) group, the phantom that you have MWI's for on the two receptionists (you can't have a MWI key for a RG). This works most of the time... in some cases it doesn't... Then you have to use the old ACD path method to "break the original destination" from the call and attach it to the ACD path and overflowing it to VM (NOT rerouting)... it's weird and it seems it works much less reliably in newer versions than on the older MCD versions...
« Last Edit: October 18, 2024, 10:33:57 AM by acejavelin »

Offline BombasticSquirrel81

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Re: Call history in a multiline appearance group
« Reply #6 on: October 15, 2024, 04:17:11 AM »
Thanks for the response,

I will give that a try :)

Cheers!

Offline Teck900

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Re: Call history in a multiline appearance group
« Reply #7 on: October 18, 2024, 08:52:19 AM »
Hope mitel fixes this, the phones history should store all calls that ring the phone no matter what dn or button it is. 

just like every hosted system out there that we are competing with


 

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