Mitel Incoming Calls Notifications/Alerts?

[BillyB2]

Hello

I don't know if anyone can help with this, but we use Jira for our ticket system and we basically any time an end user calls our IT Support Line it will then automatically generate a ticket in Mitel of the said extension that is calling and if a voice message is left if we don't answer it makes a ticket for that.

I am just seeing would this be something we can change in the back end of Mitel? Possibly in the MiVoice Business Server or Mitel MiCollab Server settings or more so on the ticket site of things? I had a look around but I am not entirely sure. It's like a notification setting somewhere?

Thanks

[sarond]

I believe you have an MiCC.

Check the Workflows in there for your IT support line, you might find your answer

I believe what could be happening is that when a call enters the call flow and there is an email trigger before transferring the call.

[BillyB2]

Yes I found it, was in our MiCC under WorkFlows. All good, thanks!