Topics

1

Mitel MiVoice Business/MCD/3300 / Reception/PA phone to ring same time when CEO line rings

« on: December 18, 2013, 06:11:42 AM »

Fairly simple one:

We have a CEO with a single line extension i.e 7500.  He wants the PAs phone 7000 to ring when calls come into his phone.

I could create a Personal ring group for 7500 and add 7000 which is what I plan to do.  Knowing the 3300 there are more than a few ways to do this.  Is a PRG the best option, doesn't seem like it was designed specifically for this purpose?

(we currently have is a COS that always alternates to PA 7000 after 3 rings (7 seconds), but CEO wants both phones to ring).

2

Mitel Software Applications / MGB Sip Device Setup

« on: November 08, 2013, 08:47:50 AM »

I'm struggling through trying to get a SIP device configured and working on the 3300/MBG.

I have created the generic SIP device in the 3300, but now im confused as to how the SIP client is configured and what settings i need to add to the MBG SIP device setup

3

Mitel Software Applications / Mitel IVR and 3300 Queues

« on: November 07, 2013, 05:39:06 AM »

Hi,

We have lots lines point to a queue and I need to find out how they are setup e.g:

0207 000 1000¦
0207 000 1001¦
1002                ¦----------------2000 Queue Path
1003                ¦
1004                ¦

How do i find out where and how these numbers are pointed at the 2000 queue path?  Is it in the Mitel IVR, the 3300?  The info just doesn't seem obvious to me.

Thanks,
Andy

4

Mitel MiVoice Business/MCD/3300 / Agent device - activating Feature Code log

« on: October 30, 2013, 11:48:42 AM »

Hi,

Is there anyway to see if a user has entered a "feature code" from their device (5340 softkey) using Mitel CCM enterprise to trace the events?

Cheers,
Andy

5

Mitel MiVoice Business/MCD/3300 / Line DND set by time

« on: October 23, 2013, 04:32:26 AM »

Hi,

Is it possible to have single lines DND and point to a different number based on times?

Thanks for your help,
Andy

6

Mitel Software Applications / Mitel PrairieFyre CCM - Call abandoned report

« on: October 11, 2013, 10:14:59 AM »

Hi Chaps,

Simple question. a caller claimed they were on hold within an ACD queue for appx 10 minutes.  IS there anyway I can pull a report to show this?

Or would it be easier to find in the call logs?

Thanks for your help as always!
Cheers,
Andy

7

Mitel MiVoice Business/MCD/3300 / MItel 5330 / 5340 softkey display

« on: October 01, 2013, 05:57:32 AM »

On both the 5330 and 5340 they have 3 pages for feature keys. 

If for example I have a multi line pick-up programmed on page 2 and it rings, i will not see this unless I am actually on page 2.  So if I'm on page 1 I will have to scroll to page 2 to pick it up.

Is there anyway to have the key show up on the softkey pane at the top whenever the multi line rings?  This would mean i could see the line ring even when I was on the wrong page.

Thanks for your help,
Andy

8

Mitel MiVoice Business/MCD/3300 / Find out underlying number for ACD Path

« on: September 16, 2013, 01:38:08 PM »

Hi,

As usual I have an obscure request.  I would like to know how I can find out the full number from an ACD path. 

So we have an ACD path, say 1315.  This is in the directory as Customer Service.  How does this number translate into the incoming dialled number

Incoming number (e.g 0207 100 7000) - ACD Path 1315 - ACD skill group.

Thanks for your help as always!
Andy

9

Mitel MiVoice Business/MCD/3300 / Route incoming ACD path to ring group based on time

« on: September 11, 2013, 04:15:40 AM »

Right,  I might be trying to fit a square block through a round hole so please feel free to stop me in my tracks.

We have an incoming ACD path that points to an ACD group, this number needs to be picked up by our Singapore office OOH.  The Singapore office use single line Teleworkers.

Is it possible to re-route the incoming line over to the Singapore lines. 

0207 100 2000  time 0900 - 2100 - points to ACD group.

0207 100 2000 time 2100 - 0900 - points to 0207 333 4444 Singapore Ring group (ext: 1000, 1001, 1002, 1003)

Thanks for  your help
Andy

MCD 6
EM 8
CCM 6 (IVR)

10

Mitel MiVoice Business/MCD/3300 / Mitel 3300 skill groups - change by shift times (day, night1, night 2)

« on: September 09, 2013, 10:56:47 AM »

Is it possible to change skill groups based on shift times, i.e change when in night mode, then change back when in day?

Cheers,
Andy

11

Mitel MiVoice Business/MCD/3300 / Contact Centre Management - raw data

« on: September 09, 2013, 05:02:02 AM »

Hi,

I have been told that the raw data for reporting can be exported and manipulated for other apps and APIs.  Does anyone know anyway to get the raw reporting data from CCM?

Thanks for your help,
Andy

12

Mitel MiVoice Business/MCD/3300 / Handset not Registering when set to Teleworker

« on: August 23, 2013, 02:52:15 AM »

We use 5330 and 5340 and if they are recorded line we set them to point at the SRC which connects to our Redbox recording system.

To do this we add a Teleworker IP by holding 7 on boot then entering the address.  This all works fine however, recently when the phone has a teleworker address it fails to register when sending a new PIN.

So if i configure a new user, say single line with 7000.  I enter ***7000 "red Key".  This normally sends pin and registers phone.  But now nothing happens.  However, if I leave the teleworker blank (0.0.0.0) then the send to pin registers the handset with no problem. 

I thought the SRC would clear down unused devices, but do they need to be removed manually? could it be license related?

Thanks for your help,
Andy

13

Mitel MiVoice Business/MCD/3300 / ACD incoming call question

« on: August 21, 2013, 02:40:59 AM »

hopefully an easy one,

When an ACD call comes into a skill group should it ring on all devices or just one, assuming that skill level for all members is set to 5 and all are present?

Thanks for your help,
Andy

14

Mitel MiVoice Business/MCD/3300 / 5500 IP Console - retrieve call sent to ACD

« on: August 21, 2013, 02:36:46 AM »

Hi all,

Our MCD recently got upgraded to version 6.  After which our receptionists complained that they cannot retrieve calls when sending to ACD users and queues.

Our maintenance provider came to check this issue out and claimed that the functionality to do that has never existing, and its not possible.

So to explain, reception receive a call for sales from a customer, send it to the sales queue and the call enters the call waiting, if this isn't picked up after a few minutes reception could retrieve the call and tell the customer no one is available.

Should we be able to do this?

Thanks for your help,
Andy
 

15

Mitel Software Applications / CCM Reporter

« on: August 13, 2013, 06:00:13 AM »

Hi,

I'm hoping to find a report that can show call waiting times for period.   We apparently had a caller on hold for 45 minutes and I would like to be able to confirm this.

I've only just started playing around with the reporting and cant seem to find anything to do this?

Thanks for your help,
Andy