Messages

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Mitel MiVoice Business/MCD/3300 / Re: New Ring group - Pilot Number Used Elsewhere

« on: September 22, 2014, 05:39:44 PM »

Ok, I seem to have resolved my initial issue, but I've come up with something new.

I've created a Ring Group that dials 3 numbers. The first 2 are always on desk phones, the last number is a mailbox. It does not go to the mailbox, and instead keeps dialing the second last number.

Any thoughts?

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Mitel MiVoice Business/MCD/3300 / Re: New Ring group - Pilot Number Used Elsewhere

« on: September 22, 2014, 04:06:23 PM »

Thanks Ralph 

Tried that command and was greeted by this lovely message: "The number refers to a Non Prime Broadcast Group"

I notice there's an entry under Multiline Appearance Groups, but I can't remove it.

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Mitel MiVoice Business/MCD/3300 / New Ring group - Pilot Number Used Elsewhere

« on: September 22, 2014, 03:44:39 PM »

Hello everyone, sorry for my continued 'noobish' questions 

So, we have an extension here that is currently acting as a basic Call Director mailbox. This mailbox is essentially: Dial 1 for immediate help (goes to a speed dial cellphone) or leave a message.

I'm trying to adjust this extension so instead of being a Call Director mailbox, it is a cascading ring group. The current mailbox number (6430) would become the ring group, and then the last part of the cascade would be a new mailbox (6420) that mirrors what our current mailbox does. Essentially we'd be putting 2 phones in front of the mailbox.

The problem is that despite deleting the 6430 mailbox and call director from our system, I am still being told "The new pilot number is used elsewhere." when trying to create 6430 as a Ring Group. I've tried some locate commands through maintenance to try and find this extension and where else it may be used, but I'm having no luck.

Could anyone help?

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Mitel MiVoice Business/MCD/3300 / Two Agents - One Phone

« on: May 06, 2014, 12:54:37 PM »

Our previous call center used Plantronics Headsets to allow for a form of silent Y-connecting. One agent used the handset, while another used the headset.

We had purchased 5330e phones with wireless headsets and were told by the salesman we could have one agent on the headset and one on the handset. This does not appear to be the case.

What are common call center solutions for side-by-side monitoring using the 5330e w/Wireless headsets? Is there a preferred way for us to do this?

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Mitel MiVoice Business/MCD/3300 / Re: ACD Agents - Supervisors wanting Multicall Lines

« on: April 28, 2014, 12:07:25 PM »

Just tried, but when I try to add the Keys to the ACD ID, I get the following error:

"ACDII set cannot be programmed as a line appearance."

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Mitel MiVoice Business/MCD/3300 / Re: ACD Agents - Supervisors wanting Multicall Lines

« on: April 28, 2014, 11:40:10 AM »

Previously, our CS Manager had a desk extension of 4199. She had 3 available lines and could be logged into the queue taking calls on one of those lines. With how our system was set-up (done by vendor) the manager now has a hot-desk agent ID (2210) that she must login with to take calls. When logged in, she would still like a method of seeing if calls are coming in on the 4199 line, which she still has as her desk line.

My understanding (and please correct me if I'm wrong) is that once logged in, she cannot see any other lines as she is technically 'busy' in the queue, even if there aren't any calls coming in. So I'm looking for ways for her to have multiple lines of her 4199 so people can get in touch with her if she's in the queue.

Hopefully I'm making some sense here!   

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Mitel MiVoice Business/MCD/3300 / ACD Agents - Supervisors wanting Multicall Lines

« on: April 28, 2014, 09:52:47 AM »

Hey everyone, pretty new to Mitel, but our organization recently made a large implementation. There were some issues with our call center—used to be on an Avaya system—so now we're getting a lot of 'it used to work this way' scenarios.

One that has been a huge sticking point, is our call center supervisors. We have 3 supervisors, all with their own 4-digit extension numbers. Previously, they used to be able to login to the queue and have those lines available, but the new system seemingly prevents that.

Is there any way to have a user logged into the ACD queue and have their original phone line displayed as a line while they are logged in? If not, what do other sites do for supervisors with static extensions?

Thanks in advance, and I apologize if I sound like a newbie