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Mitel Forums => Mitel Software Applications => Topic started by: jpkage on March 15, 2020, 05:52:50 PM

Title: MiCollab softphone can make calls but cannot receive them
Post by: jpkage on March 15, 2020, 05:52:50 PM

We have several users working fine with MiCollab softphones connecting to an mbg and mivb 3300 system. However, users that we are converting from uccentry licenses over to UCC standard cannot receive inbound calls. Outbound is working as it should from the MiCollab software.

initially these accounts could not make outbound calls but we resolved that by adding the softphone (xx*xx) extension to the multi line group for the associated prime.

If I build a new user via our softphone only template, they seem to work fine.

I’m not a Mitel guru... any suggestions from you experts?

Thanks!

Title: Re: MiCollab softphone can make calls but cannot receive them
Post by: pmhaynes on March 16, 2020, 09:03:06 AM

Please be more specfic with your fault description

"Cannot receive calls" is very vauge

What exactly happens?
Does the caller ring somewhere else? Get NU?

Is the micllab status set to ring softphone?
Is the softphone "Present" in the MTUG or PRG?

Does it work when in the office and not when externally with MBG?

P

Title: Re: MiCollab softphone can make calls but cannot receive them
Post by: johnp on March 16, 2020, 07:56:05 PM

I think this is a status setting on the user end as to what to ring

Title: Re: MiCollab softphone can make calls but cannot receive them
Post by: lundah on March 16, 2020, 11:00:15 PM

You should be adding the softphone extensions via MiCollab Users and Services, which automatically adds them to the MDUG.

Title: Re: MiCollab softphone can make calls but cannot receive them
Post by: mark.vanderheijden on March 17, 2020, 06:56:45 AM

And make sure your COS settings of the softphone has enabled the "group control" settings.