Topics

1

Mitel Software Applications / CCMWeb Reports - Call Volume

« on: March 19, 2024, 03:17:13 PM »

I have both ACD and non-ACD traffic and we have trunk side recording. I am trying to find the avg nbr of calls per day and avg duration for those calls. 

My Traffic Analysis reports return no data when selecting my SIP Trunk.  Same with the Voice > Trunk Reports.
What is a good report to find these numbers? 
      I've considered Employee Group reports, but I'd first have to create a group for all employees.   
      Another option is a DNIS Group with all DNIS' as members...

2

Mitel Software Applications / Call Flow Audio Recording

« on: March 27, 2023, 04:45:35 PM »

Does anyone have the exact NuPoint menu options needed in order to edit Call Flow menu prompts?  Per a note in the call flow tool "You can record the audio for this action by dialing into your mailbox and pressing the * key. Then follow the instructions. You will need the Action ID mentioned above."

However, I can't seem to get to the right area as I'm not being prompted for the Action ID.  The prompt for the greeting does come up, but there is no prompt for the action id number. 

The recordings using our microphones sound muffled and I'd like to try using the phone handset.

The NuPoint Info Guide has very limited information "IMPORTING/CREATING AUDIO FILES
Audio prompts are required in a call flow to provide instructions and/or options to the caller.
These audio files can be recorded by the user at the PC, or imported through the Web View
Call Director tab. Alternatively, users can record prompts over the telephone by following
prompts within Call Director"

Thanks

3

Mitel Software Applications / Call Flow Name

« on: March 27, 2023, 11:57:44 AM »

NuPoint Call Director - Call Flow Naming...

I backed up a Call Flow using the Edit > Copy From which worked fine. However, I am unable to find where I can add a Name to this copy. 

Anyone have any insights to add one?

Thanks.

4

Mitel Software Applications / MICC Windows OS Upgrade

« on: March 09, 2023, 01:51:49 PM »

Seeking feedback regarding a Windows Server in-place upgrade.  My MICC server is currently running on a Windows Server 2012R2 OS and with SQL 2014.

Has anyone in this forum attempted an in-place upgrade from Windows Server 2012R2 to 2016 Std?  If so, were there any issues with any of the MICC applications? The 2016 OS is listed as supported, just wondering how the application handles an in-place upgrade as opposed to being installed on it.

I've been able to test this with limitations (an isolated vm - no connection to MCD or other components).  The Mitel services do start, however I am not able to fully test. In this test, I experience messages regarding the MICC RedistPacker (errors).  However, not sure if this is due to the vm being isolated.

Upon successful OS upgrade, my next step would be to upgrade SQL to 2016. Which I have yet to test.

5

Mitel MiVoice Business/MCD/3300 / MiVB Busy Ext

« on: December 19, 2022, 04:29:33 PM »

I ran a Busy Ext xxxx command successfully

A Busy Reset xxxx command is returning a message  "Busy Reset command not supported for extension

What is another way to remove the busy?  Ext is on an ASU if that is relevant

6

Mitel Software Applications / Virtual Machine moves

« on: December 08, 2022, 12:27:28 PM »

Advise requested regarding moving VMs from one host to another. 

I have an MBG 11.x and MiCollab Server 9.3.x both Virtual Machines running on a Hyper-V Host (2012).  I plan to migrate the VMs to a new Hyper-V Host (2019).

My simple plan is to shutdown and export the VMs from the current host, then import into the new host.  No change in IP addresses; the new host will be on the same subnet along with Virtual Networks on the same subnet as used today.

Other than assigning the new Virtual Switches to the VMs I am not aware of any other actions that may be required.
Would a 'Static MAC Address' need to be updated?

Anything behind the scenes that I am not aware of such as some kind of 'fingerprint' at the AMC or somewhere else?

Thanks for any info.

7

Mitel Software Applications / MiCollab Client Chat Messages

« on: October 28, 2022, 02:08:18 PM »

Version 9.x clients... Can the messages be transferred from one computer to another?  I have a scenario, more coming due to computer refresh project, where a user requested their chat history on the new device.

I know I can export from the server... can this be imported to the client? 

Is there a particular folder from the user profile appdata folders?

Thanks.

8

Mitel Software Applications / NuPoint Mailbox Extension Search

« on: August 22, 2022, 03:33:05 PM »

Is there a way to search NuPoint for Mailboxes which match a certain condition.  In my case I would like to know which mailboxes are using Attendant Extension '1234'. 

Definitely no hits using Adv. Search and that attendant extension.

Build: 20.3.1.5.01 is my NuPoint version.

Regards.

9

Mitel Software Applications / Ignite Desktop Preview Pane

« on: May 20, 2022, 03:57:04 PM »

MICC 9.3.x. 

Where are the Ignite Preview Pane settings configured?  I would assume this is global as all of my contact center agents get the same.

In my case, I am trying to open a URL when a call is presented using the screenpopOnRinging variable.  In Ignite, the From Phone Number is correct, however the calls are front ended by NuPoint Call Director and the ANI is of the NuPoint Port.

I'd like to know where the "From Phone Number" came into Ignite.  I don't see that defined as a variable in YSE.  I do see the ANI as a variable and it is correct in the Ignite Preview Pane.

However, my URL I need to present should include the callers phone number... which in this case is NOT the ANI.  Perhaps I can leverage where that "From Phone Number" came from into the ScreenPopOnRinging variable.

Thanks.

10

Mitel Software Applications / Management Studio Edge

« on: May 03, 2022, 02:43:05 PM »

MiVoice 9.x Management Studio

Anyone using MS Edge browser with the clickonce (OAISYS.Apps.LiveCall.application /  OAISYS.Apps.Talkument.application)?

If so, what was the trick to getting the install to work?  I've tried IE Mode without success.

Using the MSI or MiVoice Web appear to work.  I'd prefer to stay w/ clickonce, but may have to go with one of the others.

Thanks.

11

Mitel Software Applications / MiCollab Audit Logs

« on: March 29, 2022, 02:47:03 PM »

Several MiCollab Users appear to have been sent the MiCollab Welcome Email in the early hours of this past weekend. 

Anyway to find what triggered using any logs available? 

This is normally sent when the account is changed - such as password reset. 

MiCollab 9.3.x server.

12

Mitel MiVoice Business/MCD/3300 / Softphone Dynamic Presence

« on: February 22, 2022, 12:33:35 PM »

MVB 9.2.x platform; MiCollab 9.3.x

I have a new softphone user, using MiCollab Client 7.3.4.  Her softphone extension is going absent in her Multiline User Group. Could be pc reboot / exit from client that triggers.

Starting a new day - opening the 7.3.4 client is not enough to trigger dynamic presence. The option to ANSWER incoming calls w/ softphone is not available.

Manually setting extension to present in the MUG corrects the issue.

Looking for a way for the end-user to control this.  Upgrading the client is not an option 'presently'.  Could be a limitation of that older client, I don't have that issue w/ my 9.3 client.

Appreciate any advice.

Regards.

13

Mitel Software Applications / NuPoint Call Flow Message

« on: December 22, 2021, 04:03:25 PM »

NuPoint Build: 20.3.1.5.01

2 questions:

1. I have several Call Flows, each referencing Message Recordings tagged with Action Id: xx
          I would like to update Action Id "001" for Call Flow "1111".  Is there a report or something that will document what other Call Flow might also be referencing the target Action Id?

2. I have a known recording tagged with Action Id "002".  I can't seem to simply edit the Action Id field for Call Flow "2222" to reference the "002" from the current setting "003".
          I am assuming that I have to delete and recreate.  Is this correct?

Thanks and happy holidays!

14

Mitel Software Applications / Management Studio Install on Windows 10 fail

« on: November 17, 2021, 10:55:30 PM »

MiVCR version 9.2.  Installs fine on many of our Windows 10 computers, but having issues with a few.

After clicking the 'Get Started' and seeing the download progress, get an error "Cannot Start Application"  "Application download did not succeed.  Check your network connection, or contact your system administrator or network service provider".

Run IE as administrator and deleting the 2.0 folder did not fix.
Deleting the user profile did not fix.
Same issue with another user on the same computer.
Works fine for the same user on another computer.
I disabled AV software... no change.
GPO Security setting "User Account Control: Admin Approval Mode for the Built-in Administrator"... enabled

Definitely a Windows 10 setting, just cannot pin point. 

Thanks for any info.

15

Mitel Software Applications / MICC Client Auto Upgrades 9.1 to 9.3

« on: October 11, 2021, 04:59:03 PM »

MICC Client Upgrades.  I am on a MICC v9.1.2 platform, getting ready for 9.3.x upgrade. 

Last round of upgrades, I used Microsoft SCCM to deploy client upgrades as I was not familiar with the auto update option in YSE.

I did read in the Install and Admin Guide that "MiContact Center Updater Service checks the Enterprise Server every 10 minutes to see if any updates are available and, if so, downloads and applies the updates to client computers and
remote servers." 

Does this equate to a silent install / upgrade if the applications are not opened?
What is the end use experience if the upgrade, for whatever reason, did not complete successfully? Would opening the application detect and prompt the user to upgrade?  If so, is this a simple 'yes' and it completes or will users be prompted with any dialogs or options?

Thanks for any information.  Trying to minimize any user impact (especially contact center staff).