Topics

1

Mitel Software Applications / IVR and automated initiation of a call recording

« on: June 15, 2015, 03:44:09 PM »

Sys admin for a call center. I am looking for a way to implement the following:

- Customer calls in, agent places customer on hold and dials a number to activate recording (we are using Oaisys for our call recording)
- Agent takes the customer off hold, stays on the line while an IVR prompts customer for input (which will need to be gathered to be used in another process)
- Once the IVR has run its course, agent will end the call with the customer

I realize this sounds a bit wonky. Upper management... what can you do.

Any suggestions are appreciated.

Thanks!

2

Mitel MiVoice Business/MCD/3300 / User voicemail, option 0

« on: December 22, 2014, 10:43:20 AM »

When a caller gets sent to a user's voicemail, the caller first hears the user's greeting, then a recording that says "You may start your message now. Press 0 to return to the attendant". Is there a way to turn off or change the message? Alternatively, how can you configure the routing for when 0 is pressed? Can you configure the routing to be different for different numbers? Thank you.

3

Mitel MiVoice Business/MCD/3300 / Tracking number of incoming calls

« on: October 15, 2014, 12:03:32 PM »

I have a device that is set to go straight to voicemail, and the voicemail box is setup as an auto attendant. Is there a simple (or otherwise) way to track the number of calls that come through this device?

4

Mitel MiVoice Business/MCD/3300 / ACD path not handling calls correctly

« on: April 30, 2014, 04:22:45 PM »

I have 2 ACD paths that don't seem to be handling calls correctly. A call will come in, be offered to an ACD agent, and if the agent misses the call, it is sent to the message center and the agent is not logged out of their phone. Should an agent miss an ACD call, they should be logged out and the call should be offered to the next available agent.

Any help is appreciated, thanks!

5

Mitel MiVoice Business/MCD/3300 / Call "stuck" in ACD queue

« on: April 22, 2014, 08:28:39 AM »

Just to preface this, I've already spoken with PrairieFyre support on this issue and they advised that the problem is on the MCD side.

For the second time in the past month, our Contact Center Client call monitor is showing that there is a call that is waiting in queue, but never gets sent out to an agent. The "Long Waiting" column displays 1:39:xx where xx counts up to 59 then resets to 0; the hour and minute slots do not increment past 1:39 respectively. The last time this issue occurred, the call eventually abandoned after a few hours. This time, the call has been in queue since yesterday morning and is still there according to CCC.

Has anyone had a similar experience? If this is a problem with the MCD, how can I remove this call and prevent this from happening again?

Mitel 3300
Release: 5.0 SP2 PR1
Active software load: 11.0.2.19

6

Mitel MiVoice Business/MCD/3300 / Missed ACD calls not rolling back into the queue

« on: October 30, 2013, 03:21:14 PM »

Here's the gist: Call comes in through an 800 number pointing to a DID, the DID points to a hunt group via system speed call, the hunt group is set to go straight to vm to drop the caller into an auto attendant, the caller chooses option 2 and is dropped into the problematic ACD queue

This is where the problem starts.. if the call goes unanswered by the ACD agent after about 3 rings, instead of rolling to the next agent in the queue, the caller gets sent to the message center which prompts them for a mailbox number.

Any thoughts?

7

Mitel MiVoice Business/MCD/3300 / Call Forwarding Profile - "Always" randomly activating

« on: October 25, 2013, 08:35:46 AM »

I've had this issue with a handful of users on 5330/5360 phones.. The "Always" line item in the Call Forwarding Profile form will, seeming at random, toggle "On" and the affected user's/users' calls will start going straight to voicemail until I go in and manually shut it off.

Is there some known bug causing this, or am I overlooking something?

Thanks!



MCD Release level: 5.0 SP2 PR1
Active software load: 11.0.2.19

8

Mitel MiVoice Business/MCD/3300 / Non prime broadcast group/ACD skill group alert device

« on: October 04, 2013, 12:02:14 PM »

Greetings gents,

I need to setup a non prime broadcast group for use as an alert device for a new ACD skill group. What form would I use to set this up? The only thing my searches have turned up were reference to the Multiline Appearance Groups form, but these fields are system generated.

Mitel MCD Release 5.0 SP2 PR1
ACtive software load: 11.0.2.19

Thanks!