Topics

1

Mitel Software Applications / MiCC Business IVR Queue check Toolbox

« on: March 20, 2020, 06:35:26 AM »

Hi guys,

I am trying to setup a Queue check on a workflow to check for 'No agents logged in' however this is not an option and wondering if anyone has managed to setup something that can achieve this?
I have tested Agents Available & Agents Idle = 0 but this does not satisfy requirements.



Does anyone know a MiCC document that actually explains in detail what each of these checks does and how they operate? I'm really struggling to find anything under MiCC Business in Doc Center.

2

Mitel MiVoice Business/MCD/3300 / ACD Path - How to get music, ringing then music again

« on: November 12, 2019, 11:07:45 PM »

Hi guys,

If a call comes into an ACD path and no agent is available (Queue callers to group when no local agents are logged in and present) it should play Hold music. Currently, it is playing Embedded 1 (Music). However, once an agent becomes available (begins ringing the agents DN) the MOH changes to use 0. If the agent doesn't answer in time it continues using MOH 0.

I need to figure out a way for the MOH source to be constant so that I can actually have a scenario where:

* Music whilst queued in ACD Path
* Ringing when agent becomes available and is ringing agent DN (to show the customer that an agent is about to be connected)
* If the agent doesn't answer in time and the customer goes back to being queued it starts playing music again.

In an ideal world once the ACD agent is ringing it should produce ringback to the customer without having to use any form of MOH (Like it does when an extension gets a DID call) Why is when a call is offered to an available agent in an ACD path it is changing the MOH source to 0?

Even in a scenario where this may not work, I need a consistent way to play one single MOH source the whole time as currently when the MOH source switches from 1 to 0 it is complete silence (unless I either upload hold music or a ringing wav file to MOH source 0.

The downside to this is once the call is presented to the agent and the MOH source changes to 0 it continues playing hold music but starts at a different point in the file or if I upload a ringing wav it will just carry on playing ringing.

Hope this makes sense. Basically, in summary, I want Mitel to stop changing the MOH source to 0 once an ACD call is presented to an agent. It should provide ringing the same as when an extensions DID is called.

3

Mitel MiVoice Business/MCD/3300 / Dynamic CPN Substitution dependant on state being called

« on: October 30, 2019, 06:03:43 PM »

Hi guys,

We have a customer who wants to be able to present a number local to the region they are calling. At this stage, we are looking at a per-state basis but could even be broken down to larger regions within states (Yes, that's a lot of numbers!)

e.g if they ring a number in California it presents a number from a California region.

This customer wants this to be dynamic on their end meaning they do not want to have to enter a different dial plan or hit a line key on their phone to do this (they can't any way as they are all ACD softphones)

The only way I believe this can be done is if there is an option within MiVB to say if the Called number = XXXXXXXX then present specific CPN = XXXXXXXX
To my knowledge, Mitel hasn't created anything smart enough to do this, it all seems very static either via dial plans, DNs with CPN/associated directory numbers and line keys on phones.

The other way I thought this may be able to be done is via a SIP adaption script on the MBG (SIP trunks are proxied through here) to basically substitute the caller ID dependant on the digits dialled.

Does anyone have knowledge of how this could be implemented or have done something similar?

4

Mitel MiVoice Business/MCD/3300 / Pass calls between agents without invoking 'ACD Agent No Answer behaviour'

« on: June 10, 2019, 07:02:45 PM »

Hi guys,

Scenario: We have a bunch of agents in an after-hours queue, they will be taking these calls whilst on mobile and out and about (Micollab 8.1 SIP ACD Softphone)
They need to be able to have a call presented to them for XX seconds before passing to the next agent but without it invoking the ACD Agent No Answer behaviour (Logout, Absent, Make Busy)
We want it to simply place them back as Idle into the agent group.

Reason for this: Mitel have implemented no easy way/alert to make it known to the agent that they have actually missed a call and have been logged out of their softphone (Softphone toggle slides to disabled) or Made Absent (nothing shows in client at all) This is going to result in all agents eventually being logged out or made absent and calls will be missed. The only way to get themselves back as Idle is to manually slide their softphone toggle back to On or we create a Micollab contact which is a speed dial for the 'Group Presence - Join All ACD Groups' FAC

Yes, it is standard ACD practice where an activity needs to happen when an agent misses a call, however, Mitel has made no discernible effort to make this apparent within the Micollab mobile client.

Potential solutions:

1) Make them UCC users and place them into a Ring group. However, this would come at a massive cost to the customer on top of the need for them to still be an ACD agent during normal business hours.
2) Set ACD No answer timer to '0'. This would result in the call ringing indefinitely until the agent it is presented to either answers or the customer hangs up. The next agent who is longest Idle would then get the next call. This could result in a very poor customer experience, however.
3) Tell the customer that their agents need to check their phone on a regular basis to make sure they haven't missed a call.

Agents will not be using Ignite Web from their phones A) still doesn't prompt B) too detached from the Micollab client application.
Stats on the ACD path/ACD group are not important here, being Idle and available takes precedence.

 Love some suggestions on how you guys are implementing the mobility of the Micollab ACD SIP Softphone in similar scenarios and what I can do in the above.

5

Mitel Software Applications / How to display Ring Group name in Micollab 8.x screenpop

« on: April 17, 2019, 06:11:23 PM »

Hi guys,

I am trying to get a ring group name to appear on the screen pop of Micollab 8.1 desktop client. Currently, I can only get the external calling party number. Users need this to be able to answer the call with the appropriate greeting based on what ring group the call comes in from.

I have played around with a bunch of different COS settings on trunk, RG and user COS without any luck.

Has anyone had any joy at getting this to work or just another Mitel feature limitation?

6

Mitel MiVoice Business/MCD/3300 / Easy way to send a DID call directly to users Nupoint VM

« on: December 02, 2018, 05:34:52 AM »

Hi guys,

I am trying to find a way to program this within MiVB. Basically I want to send a DID programmed in Direct Inward Dialing Service directly to a users Nupoint VM. This should be really simple but seems to be quite a task to get configured nicely. I have tried so far.

1) Programmed a VM FAC, set my VM Pilot in Call coverage services. Set a speed dial for (VM FAC key + Pause + Mailbox)  = Failure. MiVB sending back not found to carrier

2) Sent the DID call to a speed dial programmed as (VM Pilot + Pause + Mailbox. = This dials into pilot, can hear the keypresses dialing my User Mailbox but then just prompts to enter PIN like I am coming in from the users perspective.

3) Created a name tag hunt group as * + Mailbox number (I believe * for Nupoint # for embedded?) Call reroute this Name Tag HG to the VM Pilot. = Upon dialing in it just goes to the Nupoint Message center. No association to user mailbox at all.

Does any one have any ideas of how I can achieve this easily? I have scoured around the place for solutions and each of the above does not work.

7

Mitel MiVoice Business/MCD/3300 / No hold music when agent puts queue call on hold

« on: April 19, 2018, 10:57:54 PM »

Hi guys,

Scenario 1 = ACD Agent receives a direct DID call or places an outbound call an puts the call on hold = On hold music plays to caller

Scenario 2 = ACD Agent receives a call from an ACD Path they are present in and puts the call on hold = silence

I am not really sure what is wrong in my programming as the Embedded hold music I uploaded in the first scenario is working fine.
MiVB 8.0 SP3 PR1

Any ideas are much appreciated

8

Mitel MiVoice Business/MCD/3300 / How to force DTMF method? Impossible?

« on: March 15, 2018, 10:15:32 PM »

Hi guys,

It was my understanding that Mitel used RFC 4733 and not RFC 2833, that is fine. However I am currently working with a SIP provider who is saying we are sending DTMF as In-Band which Mitel says they do not support and neither does the SIP carrier.

So I am left a little confused. Where can DTMF type actually be toggled within the MiVB ecosystem? The only option I've found is to alter the payload number.

9

Mitel MiVoice Business/MCD/3300 / Best way to do a transfer directly to Embedded VM without ringing the extension?

« on: September 25, 2017, 12:15:54 AM »

Hi guys,

I have a very basic call flow where an incoming number rings a Ring group. I want the overflow location of this Ring group to go directly to a users embedded VM box.

How can I program this so that it goes directly to their VM box and does not ring them first?

10

Mitel MiVoice Business/MCD/3300 / How to add lines to a MiVB Console

« on: January 30, 2017, 03:44:20 PM »

Hi guys,

MiVB 7.2 SP1 PR1

I am wondering the best way to add extra lines to a MiVB Console so that incoming calls can queue against it? I would like to add a 2nd and possibly a 3rd line to it.

Currently if the console is on a call it plays a message saying that the extension is not available.

11

Mitel Software Applications / Minet Softphone ACD Hotdesk configuration

« on: September 11, 2016, 05:14:30 PM »

Hi guys,

I am wanting to create a Micollab client Minet Softphone (5020) device with full ACD Hotdesk capabilities. i.e they go to the Active Devices tab, right click over a dummy base DN and hit Hot-Desk In.

How does this get configured from within Micollab/MiVB?

12

Mitel Software Applications / Upgrading new version of Micollab prompts Unavailable network resource

« on: July 17, 2016, 06:44:02 PM »

Hi guys,

I have recently upgraded a customer from version 6 to version 7 of Micollab. When they enter Micollab and are prompted with the upgrade window the client downloads but then prompts them with the box in my attached screen shot. Even if you manually specify a source path the install still fails. If you manually run the 7.2 msi it still fails with the same error.



Their Micollab domain resolves to the Public IP of the MBG and proxies to the Micollab server. There is no local connection to Micollab.

Outside of their domain environment I can successfully upgrade a client without issue. So it seems to be something specific with their environment. The account I tried to do the upgrade on was an Administrator.

Any ideas what could be the issue here?

13

Mitel MiVoice Business/MCD/3300 / How to see number of SIP trunk licenses in use

« on: March 16, 2016, 12:25:18 AM »

Hi,

I am wanting to be able to see or set an alarm to tell me if our SIP trunk licenses are close to or have been totally consumed at any time during the day.

I believe the customer is at peak calling times hitting this limit and I want to be able to see definitely that this is the case.

Any help is much appreciated

14

Mitel MiVoice Business/MCD/3300 / Message Waiting Indicator button for VM cannot be selected

« on: March 07, 2016, 02:30:12 PM »

Hi guys,

We have a key on some phones set as a Message Waiting Indicator button for a Nupoint MB. When there is one message sitting on the MB, the users are able to select this, enter the PIN and check the message. However, if a second unread message comes in and stacks on top then this button can no longer be pushed. It illuminates the key to show a new message waiting but selecting it does nothing, the same as it would if there were no messages.

There is definitely unread messages sitting in the mailbox, and they are not call back messages.

15

Mitel MiVoice Business/MCD/3300 / How to completely disable Call Back feature

« on: February 25, 2016, 03:15:57 PM »

 Hi guys,

I want to completely remove the Call Back feature from a system. I do not want the 'Call Me Back' button to appear on a users phone at all. They have no use for it and the customer does not want users to be pushing it at all.

I have scoured the forums and found the main solution is to disable 'Send Message Waiting' in all applicable COS. People have said in every instance that this does not work, and this is the same for me.

Does anyone know how I can completely disable this feature and remove the button in its entirety?