Topics

1

Mitel Software Applications / MiCollab Conf Feature - Works for ACD Agent, not for UC Endpoint Device Type

« on: June 02, 2022, 11:50:39 AM »

Hello!

I've recently started rolling out softphones to some users and have now run into a challenge. 

Softphones setup as ACD agents have no problem completing a Conference call.  Softphones setup as UC Endpoint receive the "Call Failed: Sorry an error occurred during the call" message.

I've tried mirroring COS and Sip Device Capability on both types but the error persists with the UC Endpoint softphones.

Any help would be much appreciated!

2

Mitel MiVoice Business/MCD/3300 / Calls Queueing but no agents available

« on: January 12, 2022, 07:58:28 AM »

Hello!

I've got an ACD Path that continues to queue calls despite no agents being logged on. 

It is set to NOT behave this way -

"Queue Callers To Group When No Local Agents Are Logged In and Present" is set to No. 

The destination is a voicemail box which is setup on a dummy "handset" and should be reachable (though I may be missing something on this setup?)

I tested making sure all agents in it's one assigned group are logged off.

I tested by replacing the destination mailbox with one that I know does receive Path Unavailable calls often in another ACD Path.

Each time the test call goes into the queue and waits on hold.  If I log in with an agent in the Skill Group the calls comes through to the agent.

I've run out of ideas. Any thoughts?