Mitel Contact Center Mgmt internal Chat

[Lizc]

Ok this might seem like a lame question for all you hard core telecom guys.
Currently I manage a call center that runs a Mitel 3300, with Contact center management real time ACD call que reporting. I was told that all internal agents should be able to install and use a internal ( not external accesiable, I know that needs licensing) chat function in the CCM tool. I'm not have a lot of luck cnfiguring this either in the CCM or in Praire Fyre? Any Ideas.... I'm waiting a ll call back from our Mitel rep, but sometimes that takes a while.

Thanks Liz

[v2win]

Have you installed the CCM software at the agents desktop?

[Lizc]

Yes, on mine as well. I dont recall a add-in for chat though.

[v2win]

In the CCM window where you can see the agent and queue states on the top left there is a icon that says agent chat.

Double click on that and it should open a window to initiate a chat.

[Lizc]

Well I'll be damned... All day that icon has been grey and unclickable. I went through an made sure all employee ids in prarire fyre had a nickname and email address. Now I see at least some of the agents. I'll keep working on the others. Thanks for the help

[Lizc]

Well I'm still battling this IM issue. Seems my agents that have CCM Component pack installed, appear as online in the Chat. But when you attempt to send anyone a IM, it responds that the agent is offline... Any other advice I'd appreciate it.

[v2win]

Do the agents have any type of firewall running?

[Lizc]

Well we dont have a firewall internally, which is how we are using this app.
But that did make me think about  3300 being located at our data center in a remote location. I'll find the port to open for that and see if that solves it.

[v2win]

Are they using windows firewall or any AV try turning both off and see what happens.