Topics

1

Mitel Software Applications / How do I route inbound calls based on ANI to a particular agent

« on: December 22, 2019, 05:31:19 PM »

How do I route inbound calls based on an inbound callers ANI to a particular agent?
I have a Mitel controller 3300MXeIII  mivoice business
and a My contact center and IVR among others.

I want to import into Mitel (somewhere) lists of NANP phone numbers for different agents and when that number dials in and presses 1 for sales they are sent to the agent linked to that inbound phone number ANI. If the inbound ANI is not on any list it would go to an ACD and get the next free agent.

For example (these are fake numbers)
inbbound ANI             rings extension
2511234567                  312
2031245879                  312
2123565999                  312
2031247774                  245
2731249874                  245
2241248884                  245
2031249874                  245

there are 200,000+  inbound ANI's that would go to 40 different agent extensions

Where would I start to get help or training for this project, I am an admin at our company and not having any luck getting our Mitel vendor to assist.

2

Mitel MiVoice Business/MCD/3300 / Does an ACD Agent HAVE to be a Hot Desking User

« on: March 08, 2017, 10:38:35 AM »

Does an ACD Agent HAVE to be a Hot Desking User.

If they never share a desk and always use the same phone does the Mitel system still REQUIRE them to be a Hot Desking User.

3

Mitel Software Applications / Help with Nupoint Call Director Call Flows and logged out hot desking user

« on: March 06, 2017, 06:40:49 PM »

I have set up a Nupoint Call Director Call Flow for a hot desk user.

Everything works great as long as they are "Logged in" to a phone. If they are logged in when someone calls the extension and they do not answer the call goes to their voicemail.

However if they are "logged out" their voicemail NEVER picks up, just constant music and Mitel's "We appreciate your patience" or "continue to hold" prompts.

What do I configure to have their calls to their extension go to their voicemail when they are not logged in to any phone?

4

Mitel Software Applications / Help with "The ACD view is an optional component for MiCollab Client."

« on: January 16, 2017, 03:18:39 PM »

I am trying to add ACD view to the Micollab client version 7.2
I have setup ACD under MiCollab Client Service Configuration
The instructions say - The ACD view is an optional component for MiCollab
Client.
Is this an item to purchase or something that needs to be setup?