Messages

16

Mitel MiVoice Business/MCD/3300 / Caller ID external to Mivb console to external

« on: June 24, 2021, 11:02:38 AM »

Hello,

we have a client's demand for this. At the moment when the console operator (or someone with a phone) answers the incoming external call, then transfers it out, the called party gets the trunk number/main number of the company.

I don't think it's an issue with the trunk (E1) configuration, because if a call is forwarded, or rerouted by the system (EHDU for example), the called party gets the initial caller ID. Also I know the telco has no issue with this.

I have the same setup in another country with a SIP trunk and the same behavior.

The issue is that with a blind transfer the called party either gets a missed call from the transferring phone/console, or a message on their mobile, with the caller saying something like "call me back" and assuming the called party has the number to call them back, which is not always the case.

I tried to play with the COS but with no change.

Any ideas are appreciated, or if you know it isn't possible. I will open a ticket with Mitel if I can't find a way.

17

Mitel Software Applications / Re: MiCC : report showing a list of calls with ANI ?

« on: May 11, 2021, 07:05:44 AM »

Quick question :
Report is "IVR Routing DNIS Performance By Period"

Offered to IVR   Terminated in IVR   Calls exited IVR

Some calls show Terminated in IVR, others exited IVR. From my understanding, they exit the IVR when transferred to a queue. Which makes sense since after that they're handled by the IPBX directly, and the IVR ports are released.

Conversely, I'm assuming the calls that show "terminated in IVR" are calls transferred to the third party company. They use an E1 trunk out, but the call is still using the IVR port in, so when the call ends, it's still in the IVR.

In lifecycle DNIS reports the first kinds of calls just show "call segment complete" 2 times, one is the message in the IVR, then a segment with various lenghth, that must be the time people talked with the third party company.

The exited IVR calls show the transfer to a queue and agent.

Writing all this I'm pretty sure I'm right, what do you think ?

18

Mitel Software Applications / Re: MiContact UPiQ sometimes caller is told 6 hour wait time

« on: May 11, 2021, 01:23:39 AM »

When the volume of calls is low UPIQ can be wonky. I know when I set it up on my lab system, so with no calls most of the time, if I connect an agent, put him in a call, then make a second call, the time announced by UPIQ will be totally random, like 50 minutes, then 2 minutes, then 30 minutes...

19

Mitel Software Applications / Re: MiCC : report showing a list of calls with ANI ?

« on: May 11, 2021, 01:21:35 AM »

Thanks. I guess it is custom reports then if we want that. Meanwhile I will have to dig manually to evaluate how many calls have been lost over 6 months...great !

20

Mitel Software Applications / MiCC : report showing a list of calls with ANI ?

« on: May 07, 2021, 09:01:00 AM »

Hello,

I'm MiCC certified and have been using it for years. Still, the reports are a bit obscure, and I know there are plenty of stuff that can't be done, despite the data being there (I've been quoted by Mitel pro services to develop custom reports...).

I want to know if that's the case for what I need now, or if there is a way.

Here is the setup : calls come in through IVR ports, there is a workflow with a calendar, if calls are at night or on the week-end, they're transferred to another company. On the day they're taken by agents.

I have had reports of people calling at night/WE and failing to get to the other company.

If I do a report on the workflow, I see transfer failures, but that's only the total number

I'd like to get the details.

Ideally I'd want a table I could get for every night, or even better one table will all nights one after another, with all the calls, the caller (ANI), and the status of the transfer (failed or not). Length of call would give an indication, if it's only some seconds it's not good.

So far the only way I'm getting calling numbers is with lifecycle reports, which are basically fancy SMDR files, not really user friendly...

Thanks for your ideas.

21

Mitel Software Applications / Re: Mivoice Call recording not recording one agent

« on: February 19, 2021, 05:54:25 AM »

Thanks. I have restarted the server. Unfortunately it looks like the agent is in vacation now, we'll see when he comes back.

Another question, can you confirm that hitting a number on the phone (emitting a DTMF) will stop the recording ?

22

Mitel MiVoice Business/MCD/3300 / Re: DID with hunt group

« on: February 18, 2021, 05:13:27 AM »

Hello sunspark. I shouldn't work in the middle of the night. You're right, it was there ! Thanks

23

Mitel Software Applications / Mivoice Call recording not recording one agent

« on: February 17, 2021, 09:16:26 PM »

Hello, this is my first install with MiVCR, a colleague just did one for another client and it was his first too, so we don't have much experience with this. Overall it's working well.

MiVCR 9.2
MiCC 9.2
MiVB 9

SRC mode with MBG
6930 phones and Micollab softphones, ACD hotdesk

There is one hotdesk extension that isn't recorded. It is configured in MiVCR to be recorded, it's in a series of numbers (ACD agents). The phone is in teleworker mode, in fact we tried on two phones and the problem is the same.

When there is a call on it, I see it in "Call Status". The recording state is "No recording port" instead of "recording". I have 75 VoIP Tap ports and not even as many agents, I've seen the problem happen with barely two calls on the contact center, so it's not a resource issue.

The extensions are simply set up in "Mitel SRC Devices", VOX "no" CTI "yes". I tried to remove it and put it back but it didn't improve the situation. I can't see anything special about this number, COS is the same as all others. The recording rules are simple : record everything.

I installed using an ova and following the mitel documentation (I'm not certified yet).

The logs are a bit obscure, any help appreciated !

24

Mitel MiVoice Business/MCD/3300 / DID with hunt group

« on: February 17, 2021, 08:57:21 PM »

Hello,

I'm working on a system I'm not familiar with. I have people calling a public number, I see those digits entering the system, I see that it routes to the hunt group (IVR ports), it all works.

However, I can't find for the life of me how it works. I need to reproduce it for other public numbers leading to other hunt groups. For the time being I did it in another way.

System Speed Calls : nothing there

DID ranges : here the 10 digits public numbers are cut to 6 digits. These correspond directly to extensions in the system. Let's say my public number is 0123 456789 then if my hunt group was 456789 it would work without any more configuration. But my hunt group has unrelated digits. I can't find 456789 anywhere in the system.

Locate number/extension : nothing.
Digits dialed : nothing
Call rerouting : nothing

It's using SIP trunks and I took a quick look at the MBG but it doesn't seem to do anything since I see the public number in CCS trace.

Version is 9.0 SP1 PR1 (but this was setup in 8 I believe)

Thanks for your help

25

Mitel Software Applications / Re: Nupoint Call Flow disable ability to skip a message by pressing a key

« on: September 01, 2020, 04:45:55 AM »

I just made a test and indeed pressing a key will skip the message, I didn't know that.

26

Mitel MiVoice Business/MCD/3300 / Re: Nupoint Call Flow reporting

« on: August 27, 2020, 09:47:09 AM »

Mitel wants you to buy the MiCC if you need detailed reports.

27

Mitel Software Applications / Re: Mivoice business console

« on: August 26, 2020, 04:46:56 AM »

Yeah we have made a procedure for computer support to run the wizard, not giving any rights, and It's working OK. The console attendants are changing regularly so they need it.

28

Mitel Software Applications / MiCC 9 email template <<PhoneNumber>>@domain.com

« on: August 26, 2020, 04:37:03 AM »

Hello,

I need to send SMS to callers when they make a choice on the hotline menu, the SMS contains an url for people to click on their mobile. The SMS service my client already uses requires an email as an input, with the mobile phone number as the recipient, in the form "phonenumber@sms.service.com".

When I configure the email template in Yoursite, I can use the variables <<ANI>> or <<PhoneNumber>>, as soon as I type << there is a menu offering all these variables, but then I can't save, I get a red exclamation mark, without more details.

Do you have the same pb, any idea to overcome it ?

Thanks

29

Mitel MiVoice Business/MCD/3300 / DHCP option in Hexadecimal on Juniper firewall

« on: July 08, 2020, 05:00:45 AM »

Due to increased security following an attack, my client's subsidiary has a couple firewalls between their network with phones, and the IPBX. Furthermore they use their own DHCP server, and for some reason it's the one provided by a Juniper firewall, not a dedicated thing.

They try to use suboptions, so option 43 is sent to everything, with various suboptions, and if a cisco wifi AP gets the DHCP message, it reads its suboption, if a Mitel phone gets it, it should read option 125. That doesn't work, in fact the phone doesn't seem to read the suboption at all.

In hexadecimal the option starts with 7D (125) and the next characters are for the length of the option, the guy managing this doesn't know what to put there, we think it might be the problem. Any ideas ?

Regards

30

Mitel Software Applications / Re: Mivoice business console

« on: May 27, 2020, 05:15:04 AM »

Hello,

have you found a solution for this ?

My client has removed admin rights for the console users and it's a big problem.