Messages

16

Mitel MiVoice Business/MCD/3300 / Looking for partner recommendations

« on: January 24, 2022, 02:26:32 PM »

Hello,

The products we currently utilize - MiVoice, Micollab/Nupoint/MBG, MiCC, MiVCR.
On the US West Coast and are a very small organization with a small call center.

We have been through 2 partners over the last few years and haven't had a very good experience with their knowledge and timely handling of moves and changes.
Our current partner just doesn't seem to have enough knowledgeable staff to handle their workload.

Can anyone recommend a partner they are overall happy with?

Thank you

17

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

« on: January 12, 2022, 02:34:42 PM »

Our partner said this, hopefully, it resolves it but I don't know what setting they change specifically.

It was set to play wait time and position in Q even if there wasn

18

Mitel Software Applications / Re: MiCollab - report status\availability a user had set.

« on: December 10, 2021, 04:19:47 PM »

I did find the log with the entries uc_server/wsp.log
Was looking at the wrong ones.

I'm not familiar with those logs.
Thank you for the help!

19

Mitel Software Applications / Re: MiCollab - report status\availability a user had set.

« on: December 09, 2021, 05:01:04 PM »

Thanks for replying.

I see some extensions show an entry for DND ON/OFF but not for other statuses that don't include DND.
Do you know if there is a COS or anything that would enable logging of that?

Thank you

20

Mitel Software Applications / Re: Record a call after blind transfer from Nupoint call flow with MiVCR

« on: December 08, 2021, 07:33:00 PM »

We are doing station-side recording and it sounds like we would have to switch to trunk side to accomplish this.
(sry for delayed response)
Thank you for replying

21

Mitel Software Applications / MiCollab - report status\availability a user had set.

« on: December 08, 2021, 07:31:13 PM »

Hi,
Is there a MiCollab report I could run to show historical information for what MiCollab status a user had set or changed?

So far I have not been able to find this answer.

Thanks for any help.

22

Mitel Software Applications / Re: Mitel Call back requeues

« on: November 18, 2021, 12:06:01 PM »

Our partner customized those options so the agents would only hear the options we wanted them to like I think we only have them hear option 2 to connect the call.

23

Mitel Software Applications / Record a call after blind transfer from Nupoint call flow with MiVCR

« on: November 17, 2021, 05:06:16 PM »

We use MiVCR for call recording and we wanted to find out if it is possible to have a call that is blind transferred to an external number get recorded. The conversation between the originating caller and the external destination.
I do not know if Mitel drops the call at the point of the blind transfer and just connects the originating external caller with the external destination they are transferred to, or if the call is still brokered through the Mitel system.
We are doing station-side recording and not truck-side recording in the MiVCR currently.

Our old Asterisk system used to have that functionality and wanted to see if it was possible with Mitel.

Thank you for any input!

24

Mitel Software Applications / Re: Softphone doesn't work on internal network

« on: September 02, 2021, 01:07:22 PM »

Thank you for responding.

We removed our internal DNS record that was pointing to the LAN side IP so everything is going to the WAN side IP seems to have resolved our issue with using the softphone on our internal network.

Appreciate the help and the information that we should have everything pointed to the WAN IP.

25

Mitel Software Applications / Softphone doesn't work on internal network

« on: August 19, 2021, 02:50:01 PM »

Hello,
We have the Micollab softphone working on desktop and mobile on external networks.

However, when you get on our internal wifi or are using vpn it doesn't work correctly. If you try to call an extension the call is established but just continues to ring after the called party picks up, the call is not connected.

Looks like the same issue in this older thread: http://mitelforums.com/forum/index.php/topic,11936.msg55552.html#msg55552

Our MBG is in gateway mode and the internal Micollab client address DNS is pointed to the LAN side IP. External Micollab client address DNS is pointed to the WAN side IP.
I've tried setting a PC to use the external DNS when on our internal network but it didn't make a difference.

Our Mitel support provider tried to tell us you have to change TW setting on the client every time you move between networks. That is of course not functional and can't be how it works. Additionally, you can't even change that setting anymore on the Micollab mobile app.

Thanks for any insight.

26

Mitel Software Applications / Re: Changing default LDAP query in MiCollab

« on: August 11, 2021, 03:43:57 PM »

Thanks for replying!

For me, the sync is running when I included

Code: [Select]

|(objectClass=person)(objectClass=contact)
All the contacts I want to sync are just in one OU that is included.

The issue for me was that the only phone number that will sync to the account is the attribute that is mapped to "Primary Phone Directory Number". The attribute mapped to "DID Number", even though it shows in Detained Entries does not get applied to the account.

So at least this makes the accounts in Client Services so they show in the Directory but I have to put the number I want as the primary in that attribute on the AD object.

Some of my entries had multiple numbers so I had to manually add the second number in the Micollab account, at least I didn't have that many like that.
Like I wanted to publish Nupoint call flow or Ring Group extensions but also wanted to have the corresponding DID number on the account.

Just replying in case someone else sees this.
Thanks

27

Mitel Software Applications / Re: Changing default LDAP query in MiCollab

« on: August 09, 2021, 12:58:58 PM »

Did you ever have any luck with this?
I'm looking to do the same thing, see if I can import AD Contact objects.
Thanks

28

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

« on: May 12, 2021, 05:38:25 PM »

Thanks for replying.
That is our scenario, low call volume and just one caller in the queue.

29

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

« on: May 07, 2021, 11:45:32 AM »

Periodically callers are reporting that they are told it is a 6 hour wait time when they were the only one in the queue and agents are present.

We have not been able to reproduce the issue and are not sure what the scenario is that might be causing it.
Works normally most of the time and when we test it.

Just wondering if anyone has seen this before.
Thanks!

30

Mitel MiVoice Business/MCD/3300 / Re: Program phone key to illuminate/blink when call waiting in ACD path queue

« on: January 11, 2021, 04:25:26 PM »

I think you're looking for "Generic Group Alert" and you'd want to follow up by setting a value for "First Status Threshold Minutes/Seconds" in the agent skill group as well Alert Device.

Thank you very much.
Was trying to use the Generic Group Alert but didn't know to set the alert timer in the skill group. Setting the alert timer to zero accomplished what I was looking for. Just wanted a basic indicator for someone in the queue for a very small group without having to give them Ignite or CCC.
Thanks