Messages

31

Mitel MiVoice Business/MCD/3300 / Re: Hunt Group Out of Service

« on: May 31, 2019, 09:26:34 AM »

I've also done a RMESS verify to confirm to the two pbx's see each other. I can also call any other numbers on the PBX that has the HG 6800 built on it including other HGs.

32

Mitel MiVoice Business/MCD/3300 / Re: Hunt Group Out of Service

« on: May 31, 2019, 09:21:47 AM »

Can any other site dial it?
Are there any SDS errors?
When you do a LOCATE NUMBER or LOCATE FEATURE EXT in maintenance commands, does it come back with anything?

yes, I can call from other sites but there is two sites that cannot. When I do a locate number from a site that's not working it comes back as "The number refers to a remote directory number" and if I look in the RDN form its in there. 

33

Mitel MiVoice Business/MCD/3300 / Re: Hunt Group Out of Service

« on: May 28, 2019, 10:16:30 AM »

On the site that can't dial it is 6800 set up as a system speed call?

No 6800 is not in this form. I did a locate hunt group number from this site and say's invalid pilot number but when I do this from a working site it pulls up fine.

34

Mitel MiVoice Business/MCD/3300 / Hunt Group Out of Service

« on: May 22, 2019, 10:39:25 AM »

release 8.0
got a site that cannot dial the HG 6800. It can dial members of the HG and its always been able to dial it previously. 6800 shows up in the TD and RDN form. I tried created a static route using ARS digits dialed and it tells me digits already exist but 6800 is not in this form. Call rerouting is a shared form and on this particular pbx 6800 is not in there. Not sure what else I can do?

Thanks,

35

Mitel MiVoice Business/MCD/3300 / Re: NuPoint vm not picking up

« on: May 02, 2019, 04:07:12 PM »

Did you STATE and LOCATE FEATURE EXTENSION the extensions for the NuPoint VM in the 3300 and make sure one isn't in DND and they show registered? In the Nupoint terminal (ie. command line) you can use the vccs command (use the -h parameter for help or -m for the menu) to check the status of the ports.  You can also stop and start NP without restarting the whole server using "stopnpm" and "startnpm" commands.

yes, I checked it wasn't in do not disturb by using the locate feature ext. I didn't know about the state command and when I ran it came back with what appears to be normal stuff as far as hot desk info etc. I don't see anywhere where it shows registered?

I will try the command line route and see what happens.

thanks!

36

Mitel MiVoice Business/MCD/3300 / NuPoint vm not picking up

« on: May 02, 2019, 02:16:30 PM »

I've got agents stating that when they have a customer on the line they press the soft key transfer/confer on their phone and dial an internal employee's extension (happening to multiple ext. and phones tied to other pbx's in cluster). If that person doesn't answer instead of getting the employees vm it takes them to NuPoints generic message where it asks them to enter a mailbox number. This started a week or so ago and has seem to increase in the frequency.

It happened today with an agent and particular employee and I called into our 800 and tested with all of our queues by having an agent use the transfer key. Each time it rang the normal 4-5 times and we got the employees voicemail. I even tested again by dialing that employee's number from my desk phone and waited until it rang a few times and had the agent try and transfer my cell to the same number in case it was an issue with multiple calls at the same time. Both of us got the correct voicemail.

Using vMCD 8.0 SP3
NuPoint running on MiCollab 7.3

no alarms on NuPoint for today and no logs under messages from 4 am until now.

thanks

37

Mitel MiVoice Business/MCD/3300 / Re: Rerouting Hunt Group

« on: April 03, 2019, 08:16:37 AM »

How are you trying to connect the call to the Call Centre?

If you Reroute your HG always to your pickup group extension you should use 1st Alt of the HG to get the call to the Call Centre.

Yes, at first I just had day, night 1, night 2 set. Then I read the details on the COS and realized it was first alternative. When I do this it still just rings and never gets to the Contact Center.

38

Mitel MiVoice Business/MCD/3300 / Re: Rerouting Hunt Group

« on: April 02, 2019, 01:57:48 PM »

Number of hops allowed too few?

not exactly sure what your asking but the number of hops would be 3 in this case and System options we have number of hops set to 10.

39

Mitel MiVoice Business/MCD/3300 / Re: Rerouting Hunt Group

« on: April 02, 2019, 10:55:28 AM »

To provide a little more context.

I've got a DID coming in on vMCD via SIP I want to point that DID to my new HG then call reroute that HG always to a pickup group extension I have built. This way I can report on the number of calls hitting my pickup group. This part works fine but if nobody picks up the pickup call then after 20 seconds it's supposed to roll to my contact center which it's not doing.
thanks,

40

Mitel MiVoice Business/MCD/3300 / Rerouting Hunt Group

« on: April 02, 2019, 10:49:06 AM »

I am trying to reroute a HG to another number which I can do successfully. However, when I do this it never hits the voicemail box I have setup on the final destination. What am I missing to allow this HG to fully take my call path? I turned on what I thought was needed in COS for both HG and destination number but no luck so far.

thanks,

41

Mitel MiVoice Business/MCD/3300 / Re: Call Trace

« on: March 22, 2019, 10:20:39 AM »

What type of IVR? If it's an IVR on MiCC then the logs are pretty comprehensive.

  Yes, IVR on MiCC.

I've never used the Inspector before and made a few test calls today and under digits dialed it shows which path I took to get to the Contact Center. When I run the same report for my call I'm trying to track down he never pushes any buttons it looks like the digits dialed where all system generated and the call never tried to hit any of the call paths. This makes sense as he should of received our closed message. There are options on the closed message he could hit which would take him out of the IVR. If I'm reading this correctly he doesn't appear to hit anything. Four times there is an E under call completion flag indicating error by caller but I'm not entirely sure what that means.

42

Mitel MiVoice Business/MCD/3300 / Call Trace

« on: March 21, 2019, 11:54:58 AM »

Hello,

Our contact center closes at 5 pm and we have a third party who we use during times of congestion. Last night a customer somehow made it through to this third party at roughly 7:30 pm. I'm trying to figure out how this happened. After looking at the data inspector I saw the call come into our main PRI and get transferred over to our IVR. Our IVR is on a schedule so maybe it didn't close at 5 likes its programmed. Is there any logs that might show me how this caller made it over to our third party?

Thanks,

43

Mitel MiVoice Business/MCD/3300 / Hotdesk & Missing Keys

« on: March 12, 2019, 04:30:02 PM »

Hello,

Ever since I migrated my contact center from a physical 3300 to vMCD I've had intermittent issues with agents who go to log into their phone and have no keys. Once they reboot the keys appear. I have another dept. who's physically at the same location and are setup as ACD agents. They log off their phones every night and never experience missing keys.

any help would be appreciated.

44

Mitel MiVoice Business/MCD/3300 / Unable to delete ext.

« on: March 12, 2019, 09:50:53 AM »

Trying to delete an analog based extension and I get the following. "Unable to delete: Changing device number and hosting information at the same time is not allowed."

I'm not trying to change the either as I'm just trying to delete the number to rebuilt it on vMCD. Something else I find strange is the summary page on users and services config shows this number is hosted on site A and secondary host is site B. However, secondary element is not checked off on this ext. so how can this be? Guessing something is corrupt just not sure what I can do about it.

thanks for any help.

45

Mitel MiVoice Business/MCD/3300 / Re: One Way Audio Problem

« on: March 08, 2019, 10:41:43 AM »

Are calls in and out of the PRI OK both ways and only fail when you transfer? If so that proves to me the PRI is not the issue. That leaves the way it is routed differently from the successful call transfer on the other PRI. How is the VPN set up? Have you got full control of it? I agree its odd the VPN works for one pri but not the other but as I say , if its working for one fine and the not the other but both are ok in to the vMCD then can you test and see if a call transferred externally but not to the VPN works. If it does it confirms my thinking. If not then it may be the PRI.

Are both PRI's on the same controller? If not then a simple swap of PRI's will prove a hardware fault.

If you can call the VPN site directly does that not prove that the sites controller is fine? If so then the fault has to be on the vpn. How is the vpn set up? It could be coincidence that a network change somewhere has occoured at the same time of the changeover. Did the fault occur immediately or was there a time lapse before the problem occurred?



Or of course I could be completely wrong.

Yes, calls in and out of PRI are fine. I'm testing with two different PRIs on separate PBXs. I have several sites all on DMVPN and yes I have full control of everything. If I call a DID off PRI A and have them transfer me to VPN location we can hear each other. If I do same test of PRI B we cannot hear each other. I can hear them only. This all broke right around the time I moved VPN users off their local controller and point them back to vMCD in our Data Center. At this point I don't think it's the PRI and more a routing issue.