Messages

1

Mitel MiVoice Business/MCD/3300 / Re: User in a ring group can't make an outgoing call while there is an incoming call

« on: August 02, 2025, 12:00:47 PM »

Thanks for your answers.

There are no deskphones in the scenario only micollab softphones.

About group presence, some users have the option to manage it, mostly the ones in the overflow groups, but the client doesn't want all users to have that option, because they will simply remove themselves from groups and not take any calls. Incidentally that means we have to configure that option on users one by one which is annoying, we can't use the command to activate it for everyone.

2

Mitel MiVoice Business/MCD/3300 / User in a ring group can't make an outgoing call while there is an incoming call

« on: August 01, 2025, 08:14:35 AM »

Hello,

here is the scenario : 5 Micollab softphone users are in a ring group, in ring all mode. A call is incoming, nobody picks it up. They're all busy, the call will eventually overflow to another group. What some of them do is that they silence the incoming call, because they're with a client in the shop, for example. Then for whatever reason one of them wants to make a call. But that's not possible, as long as the group is ringing.

Is there a COS parameter that could solve this issue ? They do have a multicall line.

Thanks

3

Mitel Software Applications / MICC and SAP

« on: June 26, 2025, 05:51:22 AM »

Hello, I need a "basic" connexion between Micc and SAP. Similar to a SQL query. Currently I use an excel file as a database, but updating the file is cumbersome for the client.

The need is to know where to send a call, depending on the caller's number (@ANI).

Mitel told me to use a generic Data Provider, but I see there is a SAP Data Provider so even better. However I have no clue about what to use in the query, and it isn't documented. In fact the query is trying to create a SQL query but I will be sending an url to SAP, not a SQL query, from my understanding.

The other difficulty is that I don't know anything about SAP, that's in the client's hands. We would do workshops together to figure it out but if I have no idea what I'm doing it isn't great.

I don't need the full CRM integration with softphone etc., it looks good and we might push it to the client later but at this stage the need is to improve on the current setup, not change everything.

Any insight would be appreciated

4

Mitel Software Applications / Re: Micollab hosts file getting regenerated regularly

« on: June 19, 2025, 05:50:34 AM »

Thanks for the answers.

I edited the template and it works. However I didn't know I could combine corporate DNS and the hostnames and addresses by just deactivating corporate DNS, making the change, and reactivating. That seems like a better option, notably if we need to restore a backup. I will test this.

5

Mitel Software Applications / Micollab hosts file getting regenerated regularly

« on: June 16, 2025, 03:53:22 AM »

Hello all.

There is a service/script somewhere that is regenerating the hosts file on Micollab. I thought it would only do this on reboot but this isn't so, it's done after some hours or days.

We are looking into adding a DNS server but it's complicated, however the Micollab are using corporate DNS (that we don't control) and since there are a lot of customizations with service pro apps etc. I'm weary of changing that, I fear I will forget something and break something which I can't afford right now.

So to make peering between 2 micollabs work, I edited the hosts files on each so that they can reach the other using FQDN.

That works, that is until the hosts files get rewritten.

Someone told me that there is a script, maybe run by a service, that does this, and if I edit the config file of that I could get my manual entries to be still there in the regenerated hosts file. I can't find what it is, any hints ?

Thanks

6

Mitel MiVoice Business/MCD/3300 / Re: Mitel vMiVB , vMBG on Proxmox enviroment.

« on: December 10, 2024, 12:10:47 PM »

If not wrong, Proxmox certification is due to come soon.
We are currently running it in our "lab" for testing while waiting for Mitel's "official" support announcement.

Hello. Our Mitel representative told us about this today, do you have more information, is there a tentative release date ?

7

Mitel Software Applications / Re: MIR no agent name

« on: November 27, 2024, 10:13:20 AM »

I did the one click thing but maybe missed something (it was some months ago).

I saw in the doc how to import employees from a file, considering how many I have (not that many) it seems to be too much of a hassle, I will do it manually.

I had created one as an employee and that didn't seem to work but now that you confirmed it should work I will look at it again, I must have done something wrong (not in the tenant or something like that).

Thanks

8

Mitel Software Applications / Re: MiCC Marquee character limitation

« on: November 25, 2024, 10:54:08 AM »

It's time for Mitel to replace Contact Center Client altogether. They've been promising this for years.

9

Mitel Software Applications / Re: cluster question for MBGs

« on: November 25, 2024, 10:49:35 AM »

If you're using trunk recording then the MBG for recording can be alone.

The MBG for teleworker should be clustered with the MBG of the micollab, otherwise you need to program teleworker manually for each device/user.

10

Mitel Software Applications / Re: calls from external to external not working

« on: November 25, 2024, 10:36:46 AM »

Are you using a SIP trunk ? an MBG ?

11

Mitel Software Applications / MIR no agent name

« on: November 25, 2024, 10:28:59 AM »

Hi, I migrated a client from MIVCR to MIR.

Device side recording of ACD agents, on 69XX phones and micollab softphones. mivb system, micc agents.

The MIR records audio, no issue there, and the client doesn't want anything more.

In the list of calls, I get the external numbers of callers/called, and the DN of agents, nothing else. With MIVCR the name of the agents would come up automatically.

Can I at least have the names entered manually (associated to their DN) ?

The interface is incredibly complicated and unintuitive.

And yes I took the training...

12

Mitel MiVoice Business/MCD/3300 / Re: 5212 phones have an invalid DHCP option 124 - new Cisco gear incompatible

« on: April 16, 2024, 03:52:44 AM »

Hello, I'm having the same issue with a client still using old phones (and in MCD 6.0).

He's asking if putting the phones in SIP mode could help, any ideas about that ? He's probably anticipating that Mitel will say it's fixed in 9.0 or 10.0 or whatever but doesn't have the budget to upgrade.

13

Mitel MiVoice Business/MCD/3300 / Re: ACD logging out after missed call

« on: September 04, 2023, 08:18:26 AM »

Yeah usually we don't do that, as in call centers there should always be someone available during opening hours, and if someone left while connected, disconnecting them is a good thing. Instead if everyone is disconnected the system will send an urgent email to the supervisor warning about it.

14

Mitel MiVoice Business/MCD/3300 / Re: ACD logging out after missed call

« on: August 31, 2023, 12:10:29 PM »

Is there a MiCC ? There is a config somewhere (can't remember right now if in the queue or agent group) to keep the last agent logged in (and ringing) instead of disconnecting it.

15

Mitel MiVoice Business/MCD/3300 / Re: have a customer that doesn't want to Dial 9 or any dial code

« on: August 31, 2023, 12:07:08 PM »

Not being in North America I must say I don't understand the problem.

It's very common here in France to only dial the digits needed without a prefix to indicate an external call. Having a prefix (usually 0, sometimes 9) is also fairly common. But without a prefix, you dial the 10 digits of a French number and the call goes out without issue.

Is it about "local numbers" and long distance numbers ?