Topics

16

Mitel MiVoice Business/MCD/3300 / Nupoint Call Flow reporting

« on: August 25, 2020, 06:26:38 PM »

I'm trying to run a report that will show when a specific option was selected in a Nupoint call flow menu. The option just transfers to another call flow, so a report for the option pressed or just anyone that has gone to the specific call flow mailbox number.

The SMDR logs don't seem to show this, they just show the original call flow the caller enters.

I've tried using the Nupoint Call Detail Record Report but it does not generate any results even if I run it to show everything.

Thank you

17

Mitel MiVoice Business/MCD/3300 / ACD Paths - RAD message repeat options

« on: August 17, 2020, 07:26:57 PM »

In our 3300 ACD Paths we are using the embedded VM for RAD messages which is working fine.

My question is about repeating RAD messages.
As far as I can tell it will only repeat the last RAD message played (Repeat Last Recording Enabled). If you used Recording 1 and Recording 2 to play different RAD Sets your only option would be for it to repeat Recording 2.

Our scenario is we will be playing Time and Place in Queue from MiCC but we want that to repeat but also would like RAD Messages to repeat.

Like:
Time and Place in Queue
RAD 1
Time and Place in Queue
RAD 2
-Then repeat starting back at the top.

So far it looks like I would have to choose which is the last one that plays and it would be the only one that would repeat.

If someone could let me know if this is the case or if there is another option.
Thank you!!

18

Mitel Software Applications / Contact Center Client card design doesn't show Queue Name or Reporting number

« on: July 22, 2020, 02:56:11 PM »

In the Contact Center Client, I'm doing a Card Design for an Agent State window.

When I add Queue Name or Queue Reporting Number to the card design that information does show when I have ACD agents logged into queues.

I'm just looking for a way to show what Queues the ACD agent are logged into on the Card Design.

If anyone happens to know how to get that info on them.
Thank you!

19

Mitel MiVoice Business/MCD/3300 / 3300 - Micollab - NuPoint - listening to VM through Audio Link cuts off.

« on: January 10, 2020, 05:12:18 PM »

Hi,

We have a 3300 with Micollab using NuPoint Unified Messaging for voicemail.

When a voicemail is left for users we have the notifications set to send the Audio Link through email.

This works fine except we noticed if the message is over 1 minute long it cuts off after about 1 minute when listening to it through the Audio Link.
However, the message is fully intact in the mailbox and also if we change the notification to attach the voicemail to email as an attachment it also plays the full message.

Thought it might be a NuPoint Feature or Limit COS but I have not found it.

Thank you!

20

Mitel MiVoice Business/MCD/3300 / Adding Page Group - The group directory number is used elsewhere

« on: January 03, 2020, 12:46:58 PM »

We currently only have one Page Group "1"

I tried to add a second "2" and get the message "The group directory number is used elsewhere"

When I perform a LOCATE NUMBER 2 - it returns "The number refers to ARS Leading Digits."

In ARS Leading digits there are entries 1 through 9 and look like default entries, also "1" is used there and we also have Page Group "1".

I'm not sure how this is conflicting with creating another Page Group if anyone has any idea.
I get the same error when creating the group in the Administration or the Group Administration tool.

Thank you!!

21

Mitel MiVoice Business/MCD/3300 / CESID data not sent when placing 911 call

« on: November 22, 2019, 04:37:23 PM »

Inherited a 3300 on Release 8.0 PR3

Working on ensuring e911 is functioning correctly.

- I've set up all our CESID data with our provider, made manual CESID number assignments to each of our extensions, and set a Default CESID.

- In ARS Digits Dialed we have "911" Termination type as "Route" pointing to an ARS Route with a SIP Peer Profile and a Route Type of Emergency

When we test calling 911 they receive different information than what we have set up with our provider and set as CESID data in the 3300. I assume what they get is our default billing number and address with our provider.

In "CESID Logs" there are not any entries and I would expect the 911 call to be logged there.

So it appears when we dial 911 the 3300 is not treating like an emergency call. I'm not sure if it might be taking a different route or what is happening exactly.

We do also have a Hunt Group with a Hunt Group Type of Emergency but I'm not sure how this comes into play as the ARS Route is sending it to a SIP Peer Profile.
The SIP Peer Profile routes the call to an ADTran and then out to our provider.

Thank you!

22

Mitel MiVoice Business/MCD/3300 / Set Ringer Volume on 5320e and not allow user to change

« on: October 29, 2019, 01:34:45 PM »

Agents in our call center have 5320e phones and we would like to disable the ability to change the ringer volume, so they don't turn it all the way down..

Is there any option to set a specific volume for the ringer and not allow the user to change it?

Thank you

23

Mitel Software Applications / Web Ignite Dashboard - restrict editing

« on: October 29, 2019, 01:24:54 PM »

We'd like to set a Dashboard in Web Ignite for our agents and restrict editing so they can't change the windows, add employees/agents to windows, etc.

I have not seen yet that there is a way to do this if anyone knows.

Thanks!

24

Mitel Software Applications / Contact Center Client - Agent Group Presence for multiple groups

« on: October 29, 2019, 12:55:23 PM »

We have agents in 2 Agent groups.

When displaying "Agent State by Position" or "Agent State by Time" in the Contact Center Client it shows them present if they are just in one of the groups or both groups. We can't determine if they are in just one group or both.

I've selected the option "Display agent availability by agent group" in "Add/Remove device IDs" and I do not see a difference.

Is there any way to display individual agent group presence for agents that can be in multiple agent groups?

As it looks now I have to make an "Agent State by Time" window for each agent group and select "Display agent availability by agent group" for each one. We'd like to avoid having 2 windows for this taking up space in the client.
Thank you

25

Mitel MiVoice Business/MCD/3300 / User and Services Configuration - phone missing from multiple users

« on: October 22, 2019, 07:53:03 PM »

MiVoice Business Release level: 8.0 PR3 Active software load: 14.0.0.97

We have about 5 users in User and Services Configuration that do not show the phones associated with them.
However the phones work normally, the phone data is there for the user if we export the record to CSV, and when viewing All IP Telephones the phone shows that it is associated with the user.

We can't make any changes to the phones for these users like changing keys, etc.

It seems like it is more a view issue in User and Services Configuration as everything else appears normal.

Thank you!