Messages

1

Mitel Software Applications / Re: MiCC Business IVR Queue check Toolbox

« on: March 21, 2020, 06:34:32 PM »

I think I can do this by settings the Agent groups to not queue callers when no agents logged in and then having a check for 'Path Unavailable'

Anyone have any better ideas?

2

Mitel Software Applications / MiCC Business IVR Queue check Toolbox

« on: March 20, 2020, 06:35:26 AM »

Hi guys,

I am trying to setup a Queue check on a workflow to check for 'No agents logged in' however this is not an option and wondering if anyone has managed to setup something that can achieve this?
I have tested Agents Available & Agents Idle = 0 but this does not satisfy requirements.



Does anyone know a MiCC document that actually explains in detail what each of these checks does and how they operate? I'm really struggling to find anything under MiCC Business in Doc Center.

3

Mitel Software Applications / Re: How to display Ring Group name in Micollab 8.x screenpop

« on: November 18, 2019, 03:11:19 PM »

Yes, that is basically what I want to achieve. They way you describe your setup seems identical to mine.
I have a DDI pointing to the ring group with my softphone as a member. Ring group is named in the telephone directory.

4

Mitel Software Applications / Re: How to display Ring Group name in Micollab 8.x screenpop

« on: November 17, 2019, 05:09:52 PM »

Hi moona,

When you say the screen pop, do you mean the Windows 10 notification that comes in on the bottom right of the screen or do you mean in the actual MiCollab application window where you get the option to accept/reject the call?

If its the latter I have recently setup a system which had the same requirements you mentioned and is working.

Thanks
Martin

Hi Martin,

Sorry for dragging up an old post but it is still relevant. Yes, that is what I am referring to. Although 8.1 does not have a bottom right toast on an incoming call.
I have tested 8.1 and now 9 and it is still the same. The call window will only show caller name and their caller ID, nothing else.
Would love to know how you managed to get this working as even Mitel has said it is not possible. Who could possibly think a customer might like to answer the call in a certain way as identified by the ring group name   e.g Hi, you have reached <<ring group name>> how may I assist you.

Below is an example. I have obfuscated it for privacy reasons. Top line is username, the second line is inbound caller ID.
Need a 3rd line or even replace the top line with the ring group name.

5

Mitel MiVoice Business/MCD/3300 / Re: Pass calls between agents without invoking 'ACD Agent No Answer behaviour'

« on: November 17, 2019, 04:31:28 PM »

Hi guys,

Scenario: We have a bunch of agents in an after-hours queue, they will be taking these calls whilst on mobile and out and about (Micollab 8.1 SIP ACD Softphone)
They need to be able to have a call presented to them for XX seconds before passing to the next agent but without it invoking the ACD Agent No Answer behaviour (Logout, Absent, Make Busy)
We want it to simply place them back as Idle into the agent group.

Reason for this: Mitel have implemented no easy way/alert to make it known to the agent that they have actually missed a call and have been logged out of their softphone (Softphone toggle slides to disabled) or Made Absent (nothing shows in client at all) This is going to result in all agents eventually being logged out or made absent and calls will be missed. The only way to get themselves back as Idle is to manually slide their softphone toggle back to On or we create a Micollab contact which is a speed dial for the 'Group Presence - Join All ACD Groups' FAC

Yes, it is standard ACD practice where an activity needs to happen when an agent misses a call, however, Mitel has made no discernible effort to make this apparent within the Micollab mobile client.

Potential solutions:

1) Make them UCC users and place them into a Ring group. However, this would come at a massive cost to the customer on top of the need for them to still be an ACD agent during normal business hours.
2) Set ACD No answer timer to '0'. This would result in the call ringing indefinitely until the agent it is presented to either answers or the customer hangs up. The next agent who is longest Idle would then get the next call. This could result in a very poor customer experience, however.
3) Tell the customer that their agents need to check their phone on a regular basis to make sure they haven't missed a call.

Agents will not be using Ignite Web from their phones A) still doesn't prompt B) too detached from the Micollab client application.
Stats on the ACD path/ACD group are not important here, being Idle and available takes precedence.

 Love some suggestions on how you guys are implementing the mobility of the Micollab ACD SIP Softphone in similar scenarios and what I can do in the above.

Thought I'd follow this one up as its a cracker. Apparently Mitel does not even support ACD Softphone on mobile despite all their material leading up to it's release hinting at the fact it would be a seamless experience between PC and Mobile. It's not.. PC ACD Softphone is only supported. To the point where ACD deployment on Android does work but does not on iPhone due to the way it's written.

6

Mitel MiVoice Business/MCD/3300 / Re: ACD Path - How to get music, ringing then music again

« on: November 14, 2019, 04:01:31 PM »

If my agents were not on a call and not in make busy and they failed to accept a call presented to them, I'd hand them over to the CIA for some waterboarding.
 
Do you have MOH#1 set as the MOH for only Recording 1 on the ACD Path?
 
Is it being re-queued to the same path, or is there a backup path it's going to?

It happens on occasions , especially in high volume call centres.

I have put MOH 1 on Recordings 1 through 4. I thought this was only for Inqueue RAD messaging, however? It is just being re-queued to the same path.

7

Mitel MiVoice Business/MCD/3300 / Re: ACD Path - How to get music, ringing then music again

« on: November 13, 2019, 10:34:52 PM »

Firstly, your agents should be answering when their set rings - that is a problem that needs solving.
 
Secondly, you should create a new Call Coverage Service #2 that has MOH#1 set, then put all your agents in CCS#2 instead of CCS#1.

I never said this was an overly common scenario, however, if the scenario does happen where an agent misses a call and all other agents are attending other calls I expect the system to actually sound and feel seamless and not something clunky like what is happening right now.

Changing the ACD agents call coverage service to 2 and setting that MOH source as a ringing wav does not work. It sets the MOH source to 0 as soon as the call is presented and then keeps it stuck on 0 when reqeued.

8

Mitel MiVoice Business/MCD/3300 / ACD Path - How to get music, ringing then music again

« on: November 12, 2019, 11:07:45 PM »

Hi guys,

If a call comes into an ACD path and no agent is available (Queue callers to group when no local agents are logged in and present) it should play Hold music. Currently, it is playing Embedded 1 (Music). However, once an agent becomes available (begins ringing the agents DN) the MOH changes to use 0. If the agent doesn't answer in time it continues using MOH 0.

I need to figure out a way for the MOH source to be constant so that I can actually have a scenario where:

* Music whilst queued in ACD Path
* Ringing when agent becomes available and is ringing agent DN (to show the customer that an agent is about to be connected)
* If the agent doesn't answer in time and the customer goes back to being queued it starts playing music again.

In an ideal world once the ACD agent is ringing it should produce ringback to the customer without having to use any form of MOH (Like it does when an extension gets a DID call) Why is when a call is offered to an available agent in an ACD path it is changing the MOH source to 0?

Even in a scenario where this may not work, I need a consistent way to play one single MOH source the whole time as currently when the MOH source switches from 1 to 0 it is complete silence (unless I either upload hold music or a ringing wav file to MOH source 0.

The downside to this is once the call is presented to the agent and the MOH source changes to 0 it continues playing hold music but starts at a different point in the file or if I upload a ringing wav it will just carry on playing ringing.

Hope this makes sense. Basically, in summary, I want Mitel to stop changing the MOH source to 0 once an ACD call is presented to an agent. It should provide ringing the same as when an extensions DID is called.

9

Mitel MiVoice Business/MCD/3300 / Dynamic CPN Substitution dependant on state being called

« on: October 30, 2019, 06:03:43 PM »

Hi guys,

We have a customer who wants to be able to present a number local to the region they are calling. At this stage, we are looking at a per-state basis but could even be broken down to larger regions within states (Yes, that's a lot of numbers!)

e.g if they ring a number in California it presents a number from a California region.

This customer wants this to be dynamic on their end meaning they do not want to have to enter a different dial plan or hit a line key on their phone to do this (they can't any way as they are all ACD softphones)

The only way I believe this can be done is if there is an option within MiVB to say if the Called number = XXXXXXXX then present specific CPN = XXXXXXXX
To my knowledge, Mitel hasn't created anything smart enough to do this, it all seems very static either via dial plans, DNs with CPN/associated directory numbers and line keys on phones.

The other way I thought this may be able to be done is via a SIP adaption script on the MBG (SIP trunks are proxied through here) to basically substitute the caller ID dependant on the digits dialled.

Does anyone have knowledge of how this could be implemented or have done something similar?

10

Mitel MiVoice Business/MCD/3300 / Pass calls between agents without invoking 'ACD Agent No Answer behaviour'

« on: June 10, 2019, 07:02:45 PM »

Hi guys,

Scenario: We have a bunch of agents in an after-hours queue, they will be taking these calls whilst on mobile and out and about (Micollab 8.1 SIP ACD Softphone)
They need to be able to have a call presented to them for XX seconds before passing to the next agent but without it invoking the ACD Agent No Answer behaviour (Logout, Absent, Make Busy)
We want it to simply place them back as Idle into the agent group.

Reason for this: Mitel have implemented no easy way/alert to make it known to the agent that they have actually missed a call and have been logged out of their softphone (Softphone toggle slides to disabled) or Made Absent (nothing shows in client at all) This is going to result in all agents eventually being logged out or made absent and calls will be missed. The only way to get themselves back as Idle is to manually slide their softphone toggle back to On or we create a Micollab contact which is a speed dial for the 'Group Presence - Join All ACD Groups' FAC

Yes, it is standard ACD practice where an activity needs to happen when an agent misses a call, however, Mitel has made no discernible effort to make this apparent within the Micollab mobile client.

Potential solutions:

1) Make them UCC users and place them into a Ring group. However, this would come at a massive cost to the customer on top of the need for them to still be an ACD agent during normal business hours.
2) Set ACD No answer timer to '0'. This would result in the call ringing indefinitely until the agent it is presented to either answers or the customer hangs up. The next agent who is longest Idle would then get the next call. This could result in a very poor customer experience, however.
3) Tell the customer that their agents need to check their phone on a regular basis to make sure they haven't missed a call.

Agents will not be using Ignite Web from their phones A) still doesn't prompt B) too detached from the Micollab client application.
Stats on the ACD path/ACD group are not important here, being Idle and available takes precedence.

 Love some suggestions on how you guys are implementing the mobility of the Micollab ACD SIP Softphone in similar scenarios and what I can do in the above.

11

Mitel Software Applications / How to display Ring Group name in Micollab 8.x screenpop

« on: April 17, 2019, 06:11:23 PM »

Hi guys,

I am trying to get a ring group name to appear on the screen pop of Micollab 8.1 desktop client. Currently, I can only get the external calling party number. Users need this to be able to answer the call with the appropriate greeting based on what ring group the call comes in from.

I have played around with a bunch of different COS settings on trunk, RG and user COS without any luck.

Has anyone had any joy at getting this to work or just another Mitel feature limitation?

12

Mitel Software Applications / Re: Default admin password Call Recorder

« on: March 27, 2019, 10:55:32 PM »

Been a while since I've installed a Mitel Call Recorder (formerly Oaisys) and don't know the default OS password (not in documentation either). Does anyone know the default password for the Win OS? (WinServer 2016). If not, is it safe to use the password RESET link on the main screen? THANKS

There is no default OS pw. Just a default SQL PW for the SA account.

Straight from the install guide:



Personally, I wouldn't recommend using the Mitel Windows OVA deployment for MiVCR, have always had problems with it. Just install a fresh Windows yourself and run exe over top.

13

Mitel Software Applications / Re: New MiCollab Application on PC and Mobiles

« on: March 21, 2019, 04:25:58 PM »

I was afraid of fiddling with that in case I broke my AD synchronisation for users.
 
I take it I "add" a new connection and configure it just to look for the external contacts objects I can add to AD?

We are using an Unbuntu box with OpenLDAP on it to do this, it doesn't touch anything with AD sync for SSO etc.

14

Mitel Software Applications / Re: New MiCollab Application on PC and Mobiles

« on: March 21, 2019, 12:31:22 AM »

Essentially they came back with an answer, you have the following options:

Sync with an existing AD server
Create an external LDAP server

What are these options? I've never seen a document that explains the configuration steps to sync with AD/LDAP to create an external contacts directory for MiCollab Client users.
There are tabs in MiCollab Client for "Corporate directory", "personal", and one other I forgot, maybe "Favourites". What we want is a 4th tab called "External Contacts" which we populate on the server side somehow.

You set the LDAP configuration up under Integrated Directory Service. Once you have mapped your Attribute mappings correctly and synced it will come through into your Corporate Directory.
We called ours 'External.Directory'





The way Mitel handles the ability to handle all of this is horrendous tbqh. I have sent in DRs before that end up nowhere.

15

Mitel MiVoice Business/MCD/3300 / Re: Easy way to send a DID call directly to users Nupoint VM

« on: December 03, 2018, 04:38:34 AM »

Try pointing to real (trusted) extension forwarded (rerouted always to vm and add this number as an alternate extension in the mailbox using the advanced tab.

Thanks John, yes this works well and is the usual way I would do a DID call to a Nupoint call director. It is however limited to having 4 Alternate extensions mapped to the mailbox so if I wanted to send say 10 DIDs to the same mailbox I couldn't. The scenario this happens to me the most is when I'm overflowing a bunch of RGs to the same shared mailbox. I have to waste mailboxes and route the call back to the one shared mailbox via a call director flow.

Hopefully one day Mitel improve on all of this because its all a bit messy and prehistoric 
Maybe they could even integrate shared Nupoint mailboxes into the Voicemail section of Micollab 8.1