Messages

1

Mitel Software Applications / MiCC Marquee character limitation

« on: August 13, 2024, 11:01:34 AM »

I have a customer that recently added another ACD agent, but unable to add to them to the marquee due to limited text space. I have opened a ticket with Mitel support and they said that it is a limit and suggested that we add an entry to the Mitel Voice. Apparently the MiCC design team won't adjust this without justification.
Please log into the following and cast a vote for this.
https://mitel.uservoice.com/forums/931507--end-user-feedback/suggestions/48688139-marquee-needs-to-be-able-to-hold-more-characters

Back story:
The site had 7 ACD Agents.
The Marquee was set up to include the following:
Queue Service Level = , Calls Waiting =
Longest Waiting = , Agents Available =
This is listed it the editor as such:
<FONT style="Microsoft Sans Serif, 8.25pt" color="Black"></FONT><FONT style="Microsoft Sans Serif, 14pt" color="Yellow">Service Level = <Variable format='0;?;0'>ACD P-1234's Service Level</Variable> Calls Waiting = <Variable format='0;?;0'>ACD P-1234's Contacts Waiting</Variable></FONT>
<FONT style="Microsoft Sans Serif, 14pt" color="Yellow">Longest Waiting = <Variable>ACD P-1234's Longest Waiting<viewer type="prairieFyre.BAL.MessageDefinition.TimeInStateVarV iewer, ContactCenterClient" /></Variable> Agents Available = <Variable format='0;?;0'>ACD P-1234's Agents Available</Variable></FONT>


Agent name, (Agent State) = Calls handled / ACD Count / ACD Time / Average Handled
Each agent is listed in the editor as such:
<FONT style="Microsoft Sans Serif, 14pt" color="Yellow">Agent Name(<Variable>Agent's Available State<viewer type="prairieFyre.BAL.MessageDefinition.AvailableStateV ariableViewer, ContactCenterClient" /></Variable>) = <Variable format='0;?;0'>Agent's ACD Count</Variable> / <Variable>Agent's ACD Time<viewer type="prairieFyre.BAL.MessageDefinition.TimeInStateVarV iewer, ContactCenterClient" /></Variable> / <Variable format='c'>Agent's Average Handled</Variable></FONT>

Anyhow, we attempted to add an 8th agent.
Having the above Queue info and each agent listed as indicated, we simply ran out of space on the editor. I think the limit is 4500 characters and I'm seeing the combined as 4601 characters.

To accommodate this, I separated the Queue info from the Agent info. This is a suitable work-around, but they are adding two more agents soon.
The Agents alone is 4003 characters as it is currently - with each line at about 500 characters, we will not be able to add any new agents to the list unless we add them to another Marqee.

So, please help out and go to the link listed above and vote for the solution.

2

Mitel MiVoice Business/MCD/3300 / Re: Upgrading EX Platform

« on: August 25, 2023, 02:09:48 PM »

Thanks.
I haven't seen one fail through the server-manager in a long time either, and this is what I'm planning to use.

I've found that most of our MXe-III's take about 40-60 minutes depending on the size of the database and if it is using the EVM.
CX-II's take 50-90 minutes
AX's take 120

I'll document the time it takes for these two EX controllers.

I've got a ticket opened with support too and asked them the order in which the MVF has to be applied.  They are telling me that MVF isn't mentioned in the documentation... but on both controllers it was installed from the initial installation.
Is MVF showing on your EX controllers too?

3

Mitel MiVoice Business/MCD/3300 / Upgrading EX Platform

« on: August 23, 2023, 03:26:04 PM »

I have a site that has 2 EX controllers - primary and secondary for resiliency.
They're running 9.4.1.19 and we're looking at upgrading them to 10.0.1.18.

This is the only site that I have running EX controllers and am wondering how long the upgrades take.
The help shows the order to upgrade is:
1. Service Link
2. EX Platform
3. MiVoice Business

It doesn't indicate the MVF and when to do that. 

I would like to let the site know an estimated down-time per controller - even though their phones and SIP trunks are resilient and the end users shouldn't even notice until their phone reboots with the new firmware for the set.
With that they want me to also do the upgrades late at night.

4

Mitel MiVoice Business/MCD/3300 / Re: 69x0-W phones on MiVB 8

« on: August 23, 2023, 03:16:59 PM »

KMS Article HO 4838 had a procedure for loading the W firmware onto a MiVB 8.0 system, but I have no direct experience with it. I would think it will work, since the phone is just going to check the TFTP server for the correct filename and load whatever exists. I would assume you'd program the device as the non-w variant in the MiVB.

thank you... this worked!

5

Mitel MiVoice Business/MCD/3300 / Re: Mitel 3300 - Problems with MC320 ONS line cards

« on: August 23, 2023, 03:15:10 PM »

What software version are you running on the 3300's?
The PER nodes were officially "no longer supported" after MCD 6.x.  I have a large customer with about 20 PER nodes spread across 13 3300's that I got a letter from Mitel that Mitel would continue to provide product support on the platform, but not on the PER nodes or their associated cards - even though they believe they would continue to work on MiVB 7... and subsequently 8. 

We since upgraded the customer to MiVB 8 to accommodate the 69xx phones and the less expensive Single-Line Licenses to accommodate the Generic SIP on ATA's.

We've been replacing the ONS users with Grandstream ATA's (HT8xx) and Grandstream Gateways (GXW4224).
I too find Grandstream much easier to use than other brands.

As for migrating the ONS ports to ASU-II's and their cards - I believe that there's a promo for that.  However, my analysis of the pricing is that the Single-Line licenses needed along with the Grandstream gateways is better pricing than the promo... plus the Generic SIP device can be set to resilient where they can't be on the ASU-II's.

I can look to see how many MC320's I have and sell them to you if you'd like.

6

Mitel MiVoice Business/MCD/3300 / 69x0-W phones on MiVB 8

« on: August 14, 2023, 02:21:15 PM »

We have a customer with a cluster of 13 phone systems that currently cannot be upgraded beyond 8 due to some PER nodes.

They just purchased a bunch of 69XX-w phones and are having obvious issues getting them running.
Booting them up, they are attempting to download from "thirdparty.firmware.connect.mitelcloud.com"

I had them factory default the phone, and it does the same thing.
I then had them Select Voice Services and manually assign the TFTP server to the phone system's IP address.
When they did this, it then sat on DHCP discovery until it failed and restarted again.

I'm thinking we are completely stuck with the w's and will need to have them return them to Mitel in exchange for the older 69xx's.
But, they are asking me to pull a rabbit from my hat and see if there's a way to make these work on 8.

7

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

« on: August 14, 2023, 01:51:55 PM »

If they think the DTS key is the solution, why not just replace that with an "Ext Call" key that is a user speedcall that just dials 9. Then they can type the 10 digit number. Same amount of keypresses really.

This would be the best solution to this question.

In 1999 or so, we installed an SX2000 into a retirement community in Charleston, SC and they insisted on having 9-less dialing for their residents.
The problem that we encountered is that their DID ranges were all over the place and the local area was growing so rapidly that they were adding new local exchanges all the time.  Each time they added something new, it would cause conflicts in the system.
The ARS digits dialed printed out was about 50 pages. 
I swore that I'd never take part of a 9-less dial plan again.

Best of luck!

8

Mitel MiVoice Business/MCD/3300 / Re: definitive Shell command guide?

« on: May 18, 2023, 01:36:32 PM »

Mitel probably didn't know that either.

When 3300 Version 4.? was the new thing, I used Mitel's Secure Telnet to get into the RTC Shell.  Using the word "exit" caused the system to restart.  Not realizing this, or what happened; I logged back in and started again.  Typed the word "exit" again.  Caused the system to restart again.

I didn't know that I was the cause of the restarts and opened a ticket with support.  That wasn't documented and a fix for it was implemented in the very next stream a week or so later.

9

Mitel MiVoice Business/MCD/3300 / Re: Mitel Software EOL?

« on: May 18, 2023, 01:31:19 PM »

According to product support, they are supporting MiVB 9.x and 10.x.  MiVB 8 and below are no longer supported.

Historically they change their supported version based on how it suites the company.

I've recently had to ask about this because my logic of N-2 would be they would support 10.x(new), 9.x(-1) and 8.x(-2).   Apparently they've changed this to now support 10.x(new), 9.4(-1) and 9.3(-2).  With only "return to service" support of 9.2, 9.1 and 9.0.  And End of life of 8.0 and all previous releases.

10

Mitel MiVoice Business/MCD/3300 / MiVB 10 - Who's jumped in already?

« on: May 18, 2023, 01:15:18 PM »

I've been working on Mitel systems since 1997 and specifically on the 3300 platform since 2002.  I've seen every release since 3300 ICP version 3.3 up to MiVB 9.4.

I have had the misfortune of being the first on many versions of software due to a customer's (and sales) request for a specific feature available in said version.
This goes along with all other Mitel software - MiVB, MBG, MiCC, 200ICP, 200EL, SX2000, etc.
Sometimes this having been first to install has bitten me and caused time spent with product support and design to come up with an immediate patch.

MiVB 10 was released and made available on 20 February 2023.  I have taken the I&M update courses and it looks like there's some really good things available with it.  But since I've been burned too many times in the past, I figured I'd let someone else take the lead on determining the quality of the version before I deploy it to any of our customers.
Also, I haven't seen any updates posted to it.  I recall when each release of 9.x came out, they came out with a patch of some sort within a month after release... or in some cases a whole new release.

That said, who's taken the leap and installed it?  Are you having any issues?  If issues, have you had to contact product support?

11

Mitel MiVoice Business/MCD/3300 / Re: Issues with Call Server since IP and DHCP Change

« on: May 18, 2023, 01:00:18 PM »

Where did you change the IP addresses?  In the ESM under IP configuration?  Or in the VXworks?
If the latter, you will have issues; and you should contact Mitel Product Support to fix it under the hood.

12

Mitel Software Applications / Re: Management Studio (Error Loading Call Visualization)

« on: September 09, 2022, 03:13:42 PM »

Reply from Tech Support on this issue:
The software will not be developed any further than it is and Windows 11 is not supported, however it is reported that it will work provided the following are installed.
.Net Framework 4.7+
VC++ 2010 both x86 and x64
VC++ 2012 both x86 and x64
VC++ 2013 both x86 and x64

Also make sure Window media player is enabled.

Make sure that the software works on the server properly.  DO NOT upgrade the server beyond Windows 10!

Dot net 4.7  - https://dotnet.microsoft.com/en-us/download/dotnet-framework/net472

VC++ downloads
https://docs.microsoft.com/en-us/cpp/windows/latest-supported-vc-redist?view=msvc-170

13

Mitel Software Applications / Re: Management Studio Edge

« on: September 07, 2022, 03:39:32 PM »

Find the MSI file in the C:\Program Files (x86)\CTS.NET\MSI Clients.
copy and run as administrator on the workstation in question.

14

Mitel Software Applications / Re: Management Studio (Error Loading Call Visualization)

« on: September 07, 2022, 03:36:30 PM »

I have a site that recently replaced their workstations with Windows 11 and are having this same issue on some of the machines.
We installed Visual C++ 2010 libraries to one of the machines that has this issue, but it didn't resolve the problem.

I have attempted to open a ticket with support and have learned that the SW has expired.  I learned too that it was omitted from the last renewal.

According to the End of Sales / End of Technical Support doc PB2020Oct1A, this should still be supported until 1 Feb 2024.  So they should not have dropped it from the site's SA contracts.

15

Mitel MiVoice Business/MCD/3300 / 6970 and MiVB 8

« on: November 18, 2021, 05:13:47 PM »

Somehow one of our customers has managed to purchase a handful of 6970's and are stunned that they can't program them in the phone system. 
In June we upgraded their systems (13) to MiVB 8 to allow them to use 69xx phones and make use of the less expensive Single-Line licenses to allow the use of Grandstream GXW42xx devices and eliminate the old PER nodes (they have about 15 or so across the 13 systems).

Anyhow, does anyone know if you can spin the 6970's up as 6940's?