Topics

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Mitel MiVoice Business/MCD/3300 / How to find an old voicemail box.

« on: September 16, 2022, 09:32:48 AM »

We had an incident a few days ago where our customer service line ACD path went into DND. Not sure how that happened, but we suspect a user is placed a remote DND on the line by accident somehow. Anyways all our calls were going straight to voicemail, but when I called I hit the VM hunt group and then got sent to an old users voicemail and we couldn't leave a message with it. The old user's greeting played and then a RAD greeting played and ended the call. We searched the current VM boxes, but nothing turned up. Any ideas on how to trace this call flow to it's end point?

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Mitel MiVoice Business/MCD/3300 / Ignoring SDS Sharing Errors

« on: February 18, 2022, 12:20:13 PM »

I saw another post about a single sds sharing error and I checked ours. We have hundreds . Is there any danger to ignoring them? The rest of our admins have always ignored them since I started here. Is it a common practice for Mitel administrators to check these periodically and resolve them? We have 12 nodes if that makes a difference.

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Mitel Software Applications / Agent Group vs. Queue Group Performance

« on: March 12, 2020, 11:51:06 AM »

Hello,

I am having some trouble interpreting report results from our ACD and I was hoping someone could weigh in on this. We have a queue group setup for our one ACD path that we use. We have one Agent group for all of our ACD Agents. We use this for our IT help line. So our agents are all answering calls from one line. When reviewing our Agent group performance by month our ACD calls handled number is lower than Queue Group Performance  by months calls handled number. Everyone of our agents answers calls for the one queue that we have so I can't figure out why those numbers are different. The numbers are only off by a few. I have attached an image of our results

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Mitel MiVoice Business/MCD/3300 / System Speed Call

« on: April 25, 2019, 02:36:24 PM »

Hello, I have a system speed call setup on one of our phone controllers. It works internally(on that controller), but when people call it from the outside, it doesn't work. I have it set as the first call re-routing option. The second being voicemail. Neither work when someone from the outside calls. We have several phone controllers, I am on a different phone controller than the phone I have the speed call set on, my calls don't get the re-routing option either. Our system doesn't sync speed calls. Do I need to set this on every controller or is there something else I am missing. Primarily the re-routing is intended for external calls.

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Mitel MiVoice Business/MCD/3300 / Button Removal Error

« on: December 31, 2018, 04:55:09 PM »

I am having trouble removing a button from one of my Hot Desked phones. The line type is a specific group alert. Every time I try to remove it it gives me this message: "Existing remote DN resources must be deleted first.". Does anyone know how to do that? A locate number command returned that the number refers to a Non Prime Broadcast Group. Not sure if that is relevant though.