Topics

1

Mitel Software Applications / Contact Center Client Min Permissions Required

« on: October 18, 2017, 12:14:59 PM »

I am trying to create a new user to allow access to the Contact Center Client.  In YSE I gave them the Agent Role and under Supervisor License I selected None.  However when trying to logon to CCC I get the following error "The employee has insufficient permissions or licensing to access the application."  If i set the Supervisor License to Advanced they are able to logon however they have additional access that is not needed. 

What I am trying to accomplish is that they are able to logon, but not make any changes to Shared Profiles.  I want to give all agents this access, but if they change it on the shared profile it impacts everyone.

Thank you for your assistance.

2

Mitel MiVoice Business/MCD/3300 / ACD Call Questions

« on: September 21, 2017, 04:08:16 PM »

Hello everyone I was wondering if someone could possibly provide some guidance on this ACD question.   We have a queue that has about 15 agents, and they make several outbound calls, but they are also part of a queue and get inbound calls.  Several agents have said they are not getting any inbound calls.  What I have noticed is that anyone who makes a large amount of outbound calls will have less inbound calls.

My question is what is the priority of who gets the next inbound call.  Is it based on idle time, or time since the last event (which could have been an outbound call).  Is there a way to change the way priority of who gets the calls?

Just to let you know there is no type of Skill Levels setup on the queue, so everyone should equally get the calls.

Thank you for your assistance.

3

Mitel Software Applications / Failed Install of MiCollab Audio, Web and Video Conferencing Client

« on: July 25, 2017, 08:11:53 AM »

We recently upgraded the MiCollab server and because of this UCA was upgraded to MiCollab.  As part of the initial install of UCA it prompted to install Mitel Collaboration Advanced Client.  Now during the upgrade to MiCollab it's trying to install MiCollab Audio, Web and Video Conferencing Client which is failing to install since it can't uninstall the Advanced Client since it can't find the file MCAClient.msi.

Is there a way to un-install the application, or can someone point me to where I can find the source.  The file version in Programs and Features is showing 2.0.212.0.

I don't necessarily need the MiCollab Audio, Web and Video Conferencing Client installed but everytime I open MiCollab it prompts to install the application.

4

Mitel MiVoice Business/MCD/3300 / Missed Calls on Main Display

« on: July 20, 2017, 08:28:33 AM »

Since upgrading to 8.0 SP1 I have found that when someone calls and I miss the call it is no longer displayed on the home screen.  To see any missed calls I need to go into the menu and choose Call History, or I have MiCollab installed which will show me any missed calls. 

I did notice when the call comes in that it will show on the home screen, however once the call ends (or in this case the person may leave a message) it's gone from the home screen. 

I went into Settings and confirmed that Made, To my prime line, To my other lines, To any appearance and Display Call Info are all checked.

Am I missing an option to enable this feature?

Thank you for your assistance.

5

Mitel MiVoice Business/MCD/3300 / Headset Button Not Functioning Properly

« on: July 14, 2017, 09:57:18 AM »

I am having an issue with the headset button on my Mitel phone.  When I press the button it lights up properly and I am able to use my wireless headset without any issues.  However if I use the button on the headset to hangup the call or I put it back on the base, the Headset light goes off.  So now I need to press it every time I want to use the headset, instead of it just staying on.  This just started recently after a software upgrade, and I am wondering if there a way to make sure it always stays on.  Thank you.

6

Mitel Software Applications / Make Busy/DND Report

« on: March 15, 2017, 03:53:01 PM »

I was wondering if it's possible to generate a report to show the times that a particular agent went into a Make Busy or DND code? 

I ran the Agent Performance by Make Busy/DND Code and this shows me the information on a higher level, but I wanted a breakdown to show me the times someone went into that particular code. 

For example Agent A shows going into lunch 1 time for a total of 30 minutes , break 3 times for a total of 20 minutes, and a meeting 4 times for a total of 40 minutes.  I want to know the time they went into each code. 

Thank you.

7

Mitel MiVoice Business/MCD/3300 / Silent Monitor - Not Allowed

« on: November 14, 2016, 04:26:34 PM »

I am trying to determine why when I try and use Silent Monitor or a particular extension I get 'Not Allowed'.  I am able to use the Agent ID for these same agents and it will monitor the calls (or get Waiting if they are not on the phone).

I have the following settings enabled on the Class of Service

ACD Silent Monitor Accept - Yes
ACD Silent Monitor Accept Monitoring Non-Prime Lines - Yes
ACD Silent Monitor Allowed - Yes
ACD Silent Monitor Notification - No

Any assistance would be appreciated.

Thank you.

8

Mitel Software Applications / Contact Center Client Information Not Accurate

« on: October 14, 2016, 02:35:30 PM »

I have created a custom wallboard in the Contact Center Client however the information on the marquee does not appear to be displaying correctly.  I have two agents currently logged into the queue, and both of them are making an outbound call and it's showing that there are two agents available.  This also occurs regardless of the type of call they are on (ACD, Non-ACD, Outbound, etc).  This is also causing issues where the Calls Waiting always shows zero since there it appears that someone is available in the queue to take calls, however this is not correct.   

Please let me know if there are any additional questions to help clarify the issue.

9

Mitel Software Applications / Mitel Unified Communications Server Administration (Unable to Edit Phone Number)

« on: September 02, 2016, 10:11:57 AM »

Hello everyone.  I am new to this forum so I am unsure what information is needed so please let me know if I need to provide additional information.

Version: Mitel Applications Suite 5.0.221.0

I am trying to edit a user (this applies to everyone) under the Account Details screen using the Mitel Unified Communications Server Administration.  When I attempt to click the pencil to edit any of the information listed under phone numbers I get a small red box with a white line through it (see attached screenshot) and I am unable to make any changes.  The only way to get out of it is to refresh the screen.  Not sure if this matters but I am using IE 11 to make these changes.

Any information that can be provided would be appreciated.

Thank you.