Messages

2911

MiVoice Office 250/Mitel 5000 / Re: 10 digit dialing required?

« on: November 16, 2012, 03:27:31 PM »

Not sure what your programming is like, but your technician may have missed a few things. Check these areas and fix what you can. If that is all correct then I may have a few questions for you and a test or two.

Go to System > Numbering Plan > Area Flags

Office Codes Used as Area Codes: Yes
Area Codes Used as Office Codes: Yes
Local 7/10 Digit Dialing: Yes
Toll Digit Allowed on Toll Local Calls: No
Toll Digit Required on Toll Long Distance: No

Also Check to make sure your Home Area Codes are set up Correctly.

Go to System > Numbering Plan > Home Area Codes

If you are having issues with the system dialing directly from Call Logs list then make sure you move your Area Codes within User Groups to the first Group. You do this by Pulling them from Restricted Area Codes.

Go to System > Numbering Plan > User Groups > Allowed Area Codes

Take Care,

Steven

2912

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000 Call Forwarding

« on: November 16, 2012, 03:14:24 PM »

Kchall,

I know you have an answer that works for you, but it is not a good practice to send a call like that directly to an extension and then to a Hunt Group as it reduces the flexibility of the system for that extension to have a personal|private voicemail as well as ring time for the call as it is subject to the system forward initiate timer that is normally used for Voicemail.

A better practice is to send the call to a Hunt Group that has that extension as the only member and then you can set the amount of time it rings there before you send it to another group of people. Also you can create a mailbox for the Hunt Group that can light an extension even though it is associated with the Hunt Group.

Take Care,

Steven

2913

MiVoice Office 250/Mitel 5000 / Re: 5000 Dial 8 To get Outside Line

« on: October 11, 2012, 01:51:21 PM »

JeremyWatco,

ARS is usually 9200 or 92000 depending on the version your DB Programming started on. To find out for sure go to

System

Devices and Feature Codes

Feature Codes and look for Automatic Route Selection [ARS]

Go to the extensions you want to change.

Go to Associated Extension

Change Outgoing Extension to the code for ARS.

Thanks,

Steven

2914

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000 to Exchange 2010

« on: October 11, 2012, 01:43:43 PM »

There are only two scenarios that you really need to address with Utilizing Unified Messaging.

1. Forward & Copy

2. Enhanced Integration

If the type of integration is Forward & Copy then you just need the Internal A record of the Exchange Server or its IP Address. We normally ask for an A Record to be created so the IP Address can be changed and we don't have to roll a truck to fix an I.T. issue. Then just set all the Mailboxes for Forward Only or Forward & Copy and the users email address. Exchange may have an issue with this if they do not allow for anonymous emails to be sent, but the adminstrator of the Exchange server can fix that, but they may ask for the IP address of your 5000 controller so they can filter out all other requests.

If you want Enhanced Integration then you need to obtain the A Record or IP Address of the Exchange Server and DNS Search List of the site. Then have the Administrator create an account as though it was a normal user and have them provide you with its username and password. You will also need to get the email address of the Administrator so the system can send them Error Messages if there is a problem. Then go into each mailbox and set it for Enhanced Integration and put in the users email address.

The process is pretty simple and you can find the error logs on the Controller which provide enough information to figure out what is going on. Other than that the Exchange Administrator doesn't really need to know any moare about setting up their box for Unified Messaging.

As for SMTP vs IMAP the 5000 embedded Voicemail only does SMTP, but not it allows for use of other ports besides 25 for security reasons. You would need an External Voicemail Server for IMAP.

Thanks,

Steven

2915

MiVoice Office 250/Mitel 5000 / Re: Invalid Software License

« on: October 11, 2012, 01:22:37 PM »

Kchall,

This may sound like a stupid question, but it has to be asked. You did license the system using the PS-1 USB Dongle Hardware ID right?

Changing out the Compact Flash Drive will have no effect on the database license since it resides on the PS-1 if you have one, same as the embedded Voicemail.

Thanks,

Steven

2916

Mitel MiVoice Business/MCD/3300 / Re: Specific Group Alert

« on: October 05, 2012, 10:06:12 AM »

Ralph,

Thanks a lot! You are a life saver my friend. I finally pieced it all together and figured out what needed to happen in my head.

1. I created a Specific Group Alert Key on each agents phone with a new Directory Number and set it to No Ring.
2. I then Added that Directory Number created in step 1 to the Alerting Device of the Agent Skill Group I wanted to monitor.
3. I then Added the Agent Skill Group to the ACD Path I want to "actually" Monitor.

The unknown issue I was having is that I created only a few Agent Skill Groups and used them in several ACD Paths, but your last post showed me the light on what I was missing.

Thanks,

Steven

2917

MiVoice Office 250/Mitel 5000 / Re: 5000 Dial 8 To get Outside Line

« on: October 04, 2012, 10:31:42 PM »

JeremyWatco,

I think you are confused on how the 5000 works. I will try to explain as best I can and maybe this will help you with your programming.

[8] is a feature code, and with all feature codes in the 5000 it is changeable but not necessary.

When you press [8] on an idle phone it will look at the phones associated extension and for the outgoing call which if programmed for ARS will be 9200 or 92000 for ARS. You can look this up under System > Devices and Feature Codes > Feature Codes.

If you changed your Outgoing extension on the phone to the SIP trunk group it will no longer use your ARS rules to route the call if the SIP Trunk Group allows for direct dial by having Toll Restriction set to Exempt from ARS only or ARS Only is not in the Class of Service for that phone.

That means anything you did under Numbering Plan is null and void for that call, which is why you were still forced to dial the 9 when hitting your 3300.

Since you already created a Dial Rule on #8 to Add 9 you are off to a good start.

If you want to make it easy on yourself then just change all the default, read existing, Facility Groups to add the dial rule #8 to the top of the Dial Rules List; which will insert a 9 prior to dialing the rest of the dialed digits.

Facility groups determine the trunk groups that will route calls and the required dial rules.

The default facility group values are as follows:

Local: This group uses Trunk Group 1 and Dial Rules 3 and 4.

Toll Local: This facility group uses Trunk Group 1 and Dial Rules 2 and 4.

Toll Long Distance: This facility group uses Trunk Group 1 and Dial Rules 1, 2, 3, and 4.

Operator: This facility group uses Trunk Group 1 and Dial Rules 1, 2, 3, and 4.

International Station: This facility group uses Trunk Group 1 and Dial Rules 1, 2, 3, 4, and 7.

International Operator: This facility group uses Trunk Group 1 and Dial Rules 1, 2, 3, 4, and 7.

If you want to work on one from scratch then here is what you do.

Under Facility Groups Create a new one and Label it SIP to 3300 or something that will make sense to you or anyone else who looks at it.

Drill down into the Facility Group and open up Dial Rules. At this point you want to pass everything that is dialed so Add Numbers 1-4 and 8. Make sure that 8 is at the top of the list.

8    Add 9
1    Echo Equal Acess
2    Echo Toll Field
3    Echo 3 Digits After Toll Field
4    Echo Local Address

After that then Drill down into Trunk Groups/Nodes and add your SIP Trunk Group, I believe you stated earlier it was 92002. Make sure it is the only one there.

Now, go to your Route Groups and Create a new Route Group.

When the 5000 looks in the Route Group it will look for a match for the dialed digits and then use that Route to send the call out.

So we want to put our new Route Group at the top of the list, you can pull it up to the top and drop it.

Make the Dial Pattern Rule the same as what is in Toll Long Distance [Q]TNXXXXXXX+ which will basically match up with any number you dial.

Then change the Facility Groups to your new Facility Group created earlier and test your call to the outside.

For 911, which is what I would worry about, there is more programming required.

Good Luck,

Steven

2918

Mitel MiVoice Business/MCD/3300 / Re: Specific Group Alert

« on: October 04, 2012, 09:39:55 PM »

Ralph,

Thanks for the reply, but the Generic Group Threshold Alert Key will not work as all of the agents are members of more than one group.

From what I have read so far it seems as though the only answer is to give them all Specific Group Alert Keys at this point, but not sure why it won't allow me to create a Threshold Alert Key on a Phantom Multiline Set.

The concept seems to be a simple one as you provide the ACD Agent Group Path > Alerting Device with a number to for it to alert [audible or visual]. The problem is that it is providing me with an error that makes no sense as I do not know what it would take to fix the problem.

What is this ACDII it is refering to? I am using ACD 2000 not ACD Express

How do I implement it? Basically what steps are needed to implement this feature on an ACD Agent|Superviser IP Set?

Thanks,

Steven

2919

Mitel MiVoice Business/MCD/3300 / Specific Group Alert

« on: October 04, 2012, 05:33:28 PM »

Hello,

I am new to the Mitel 3300 and the customer is wanting to get Specific Group Alerts like they did on their Avaya system. I can not figure out how to get them to work.

I created a phantom multiline key and tried to create a Threshold Alert Key and it says:

The following error was encountered:
Threshold Alert is not allowed with ACDII feature

What is it that I have to get or set to make this feature work. I am not sure that I am even performing the steps correctly since there is no definitive programming for this feature in the help guide.

Thanks,

Steven