Messages

16

Mitel MiVoice Business/MCD/3300 / Re: Call Connecting Lag on PRI

« on: February 13, 2018, 05:27:03 PM »

We had the same issue a couple of years again when we migrated from ISDN to SIP using the Mitel MBG's. As Ralph & x-man mentioned, we ended up programming the most common STD codes (I'm in the UK bearing in mind) and then configuring the ARS routes to the exact digits that needed to be dialled, this fixed our problem.

International calling is still a problem, but we blame the telco for that


Cheers


Steve

17

SIP On Mitel / Re: Call Forward External to Cell Phones

« on: February 13, 2018, 05:23:12 PM »

Out of interest one this one, you might have already done this, but have you checked the SMDR output of the switch to make sure it's not adding any random digits in your outgoing calls.

I wonder if there might be a Digit mod plan that might be coming into effect when your dialling certain numbers, is there anything in your ARS routes that send cell calls in different directions?

Steve

18

Mitel Software Applications / Re: Micollab client for mobile

« on: February 13, 2018, 05:14:50 PM »

Hi there,

We've also seen the same with our Samsung devices, but they are running on Android 5.1.1.

On our LG devices with Android v7 on with MiCollab running on 5GHz Wifi and 4G, we haven't seen a problem in testing so far, although it really does depend on cellular coverage.

One fix I looked at for this but was more complex, was create a VPN tunnel from the device onto a OpenVPN server with an always on connection, this helped us in the sense it was purely using cell data for MiCollab but the connection was always open, so it wasn't dropping. Not a perfect solution, but if you have the tools available it's a good experiment, plus it gives you a kind of MDM facility too.

Cheers

Steve

19

Mitel Software Applications / Whisper Announcement

« on: February 13, 2018, 11:01:24 AM »

Good afternoon,

I just wondered if anyone on here has a Mitel CCM platform running on version 8.1.3.0 that is using the Agent Workflow to deliver whisper announcements to agents on delivery of the call onto their devices?

We have a cluster of 3300 MXe's & 3300 VM's running MCD 7.2 SP1 & MiContactCentre 8.1.3.0. Within our Contact centre, we have agent workflows configured that provides the agent with a 'whisper announcement' this being a voice identifier within the agents headset of queue name of the call they are being presented with identified from the DNIS. The way this SHOULD work is the agents 5330 will ring (with Auto Answer & headset enabled), this will ring in the headset once, answer, then play the whisper announcement to the agent of the line the caller has come in on while the caller hears music, then connect the call to the agent & presto, but this stopped working, and instead of playing the announcement to the agent, it just puts the call straight through with just half a ring in the headset as a indication as a call is coming, this is something our agents have raised isn't good enough & they need to know the route the caller as taken, etc.

At the moment our current contact centre solution plays the whisper before placing the call to the agent so the agent has a couple of seconds to know which line the call is incoming on and answer appropriately, is this a feature that is possible with Mitel CCM?

Hope the above makes sense, I've had a lot of coffee drinking over this one


Many Thanks

Steve

20

Mitel MiVoice Business/MCD/3300 / Re: Is it possible to change Auto Answer time?

« on: February 13, 2018, 10:54:51 AM »

Sorry for the delay in answering this, got railroaded into another project.

You are correct in the understanding, but Whisper announce isn't working correctly in our opinion (I'm going to post a question in the Mitel CCM forum on this one).

I attempted to take out the RAD in the ACD path, and although the auto answer worked perfectly, it was deemed that it didn't give the agent enough time to answer the call correctly. So it looks like it's back to the drawing board with us on the design of our Contact centre until we can find a way to deliver the calls to the agents with enough notice for them to act on the call & gain access to the required systems.

Thank you

21

Mitel MiVoice Business/MCD/3300 / Re: Is it possible to change Auto Answer time?

« on: January 17, 2018, 11:31:12 AM »

Hi Ralph,

Sorry I've probably got my wires crossed in the terminology so I'll explain the full picture, hopefully you might just be able to guide me in the right direction. My background is with various contact centre solutions so I'll be getting my wording wrong, apologies.

We have a cluster of 3300 MXe's & 3300 VM's running MCD 7.2 SP1 & MiContactCentre 8.1.3.0. Within our Contact centre, we have agent workflows configured that provides the agent with a 'whisper announcement' this being a voice identifier within the agents headset of queue name of the call they are being presented with identified from the DNIS. The way this SHOULD work is the agents 5330 will ring (with Auto Answer & headset enabled), this will ring in the headset once, answer, then play the whisper announcement to the agent of the line the caller has come in on while the caller hears music, then connect the call to the agent & presto, but this stopped working, and instead of playing the announcement to the agent, it just puts the call straight through with just half a ring in the headset as a indication as a call is coming, this is something our agents have raised isn't good enough & they need to know the route the caller as taken, etc.

We have the issue raised directly with our suppliers, but as I'm more experienced with the MCD 3300's than MiContactCentre, I was interested if there was a work around to increase the number of rings on auto answer, or another solution maybe with ring groups or ACD paths within the 3300 that I can give an agent more notice of an incoming call to their headsets than half a ring.

Hope I've made sense? Thank you for reading

Cheers

 

22

Mitel MiVoice Business/MCD/3300 / Re: Is it possible to change Auto Answer time?

« on: January 17, 2018, 10:28:19 AM »

Hi Ralph,

Thanks for the reply,

So to confirm, -> Multiline Set Keys -> Directory number of ACD agent & set ring type to 'Delay Ring'.

With auto answer not enabled, it did display the call for 5 seconds on my 5330 before ringing (this is the time set in the ACD agents COS) and the call rang and answered as normal.

With auto answer enabled, sadly it just behaved as normal, rang the phone for half a ring & then connected through to the end user. It didn't present the call to the 5330 silently and delay, so it's almost like it bypasses the 'Ring Type' when Auto answer is enabled.

Bit of a hard one , we're a medium sized site with 1000 extensions, so as you can imagine we get some interesting requests

Thanks


Steve

23

Mitel MiVoice Business/MCD/3300 / Re: Is it possible to change Auto Answer time?

« on: January 17, 2018, 04:16:44 AM »

Hi John,

I understand that, just thought I'd ask the question as our clients are having issues with the ACD agent workflows within the 3300 & MiContactCentre and looking at it from a techy point of view, wondered whether there might be a timer associated with Auto Answer to allow us to announce the call with a bit more notice to agents. I get Auto Answer is what it is, but to be honest I'm just fishing for solutions.

Thanks

24

Mitel MiVoice Business/MCD/3300 / Re: Is it possible to change Auto Answer time?

« on: January 16, 2018, 10:41:14 AM »

Good afternoon,

I thought I'd just quickly raise this one again just in case there has been a software release since this date that you can adjust the Auto Answer timer?

I've got the same problem with our ACD configuration and have come across an issue with Mitel Contact Centre 8.1.3.0 not working with whispers in Agent workflows with Mitel 3300 MXE controllers, a work around for us would be to extend the Auto answer timer on the 3300 if possible, if not possible on the 3300 platform, is it possible on the Mitel ISS VM platform?

Thanks