Messages

1

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000, Twilio, and SIP Integration

« on: August 22, 2018, 04:35:09 PM »

Thanks...we'll give this a try and report back.

2

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000, Twilio, and SIP Integration

« on: August 22, 2018, 10:16:44 AM »

Our HX controllers are running release version 6.0 SP2, Call processing version 6.0.11.95.

Below are the general SIP trunk configuration guides.
https://www.twilio.com/docs/sip-trunking/sample-configuration

And here's one for Mitel Business:
https://www.twilio.com/docs/documents/26/Twilio_Mitel_MiVoice_Sip.pdf

We're honestly not sure what exactly needs to be configured.  The goal today is to be able to receive calls from Twilio via SIP, so I don't think we need to implement the SIP trunk.  At some point, it would be nice to be able to make calls outgoing, too, which I would think would require it.

Thanks for your guidance, and sorry I'm not as well-versed as I'd like to be.

3

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000, Twilio, and SIP Integration

« on: August 21, 2018, 09:39:54 PM »

Absolutely, and thanks for your help/engagement so far!  We can definitely document our experience. 

I'll visit with our Mitel guy in the morning and we'll get the specifics.

Thanks again!

4

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000, Twilio, and SIP Integration

« on: August 21, 2018, 09:03:04 PM »

I’ll get the software versions posted tomorrow, but they're the HX controllers.

We haven’t gotten past step one - currently we have no SIP configuration, and we’re struggling to find documentation on how to get through the initial configuration. We were dealers quite a few years ago (we divested that business unit), so we self-support, but haven’t kept up with new features very well.

We do carry software maintenance, so we are entitled to any necessary software upgrades.

5

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000, Twilio, and SIP Integration

« on: August 21, 2018, 08:47:56 PM »

We are not using MiContact Center Office. We are using several connected 5000’s with CSM. It’s a small call center, and it’s buikt on the older 5000 platform because of previous decisions -we’ve faced several integration challenges over the years, but it’s still a very solid platform with too much life left in it to consider a significant change, so we’re making due.

Really, the request has nothing to do with Twilio other than Twilio happens to be the SIP peer. At its simplest, we just want to establish SIP connectivity between “X” application/service and our Mitel 5000 environment.

We have the IVR (Twilio) application gathering the information, performing call logging/case creation (previously a manual process), and forwarding to one of several hunt groups which are currently based on the type of product being supported, the customer’s location and their entitlements. There’s opportunity to take it to the next level - but we need to overcome the SIP obstacle first so we can more easily send calls to specific extensions (which I wouldn’t think is that complicated, but maybe it is...or isn’t supported?).

6

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000, Twilio, and SIP Integration

« on: August 21, 2018, 06:57:25 PM »

We are using Twillio as an IVR for a call center. Our application retrieves user input via text and speech, completes database lookups, and creates a service call that is passed off to our helpdesk agents.

Twillio charges about double for a call to a SIP endpoint vs a PSTN endpoint, so there is quite a bit of financial incentive to use SIP vs carrier calls.

Because we’re forwarding to a hunt group, we can’t use our scripting logic for intelligent roting/skills based assignment/etc. We could potentially assign a DID to every potential extension, but that isn’t really practical. Until we either forward to individual extensions or DID for each agent, we can’t do any kind of screen pop, either.

mkswanson,

What exactly are you doing with Twillo?

What else are you wanting?

What is your current solution not providing or what makes it ineffective?

Thanks,

TE


Sent from my iPhone using Tapatalk

7

MiVoice Office 250/Mitel 5000 / Mitel 5000, Twilio, and SIP Integration

« on: August 21, 2018, 01:07:23 PM »

We are currently using Twilio as an IVR.  We have assigned DID to each hunt group and are forwarding to those.  It works, but it is more expensive than SIP, and there isn't the same flexibility we'd like. 

Does anyone have any documentation or other guidance on how we can integrate Twilio/SIP with our Mitel 5000's?  I have an in-house Mitel resource that should be able to follow it.

PS...I'm also willing to hire someone to consult/do it if anyone out there is interested.

Thanks!

8

MiVoice Office 250/Mitel 5000 / Re: Mitel 5000 Support

« on: October 10, 2016, 10:41:09 PM »

Headquartered in Minnesota with locations throughout the midwest.

9

MiVoice Office 250/Mitel 5000 / Mitel 5000 Support

« on: October 10, 2016, 03:31:16 PM »

We’re previous Intertel and Mitel dealers (we’ve divested of those business units), and we’re looking for a support provider available on a billable or contract basis that has access to current Mitel software and documentation.  We have some in-house expertise, but no access to current support or current knowledge base articles.

Anyone have any recommendations of a company (or someone) that wants to work with us on a billable basis where there isn't a lot of opportunity for hardware sales?

Thanks,
Matt