Messages

1

Mitel Software Applications / Re: Voice mail email attachment

« on: December 10, 2015, 12:29:21 PM »

Thank you everyone for your replies! Honestly we have been on the 3300 system for about a month, but outside of some official Mitel 'Call Center' training (we have Call Center), I never was trained on either the Micollab server or the main 3300. The dealer is supposed to be out tomorrow to give me some basic training (changing passwords, removing users, etc...).  While they are out here I will have them make the messaging change (if we do indeed have all the required hardware/software).

2

Mitel MiVoice Business/MCD/3300 / Re: Outbound Caller ID question

« on: December 10, 2015, 12:24:56 PM »

Sorry I glossed over the fact that yes, indeed, these are PRI trunks.  They are not new, we have had them for about 5 years, but they had been used by our old phone system also.  Thanks for the assistance!  I will try to come back and update once it is resolved. The dealer is supposed to be onsite tomorrow.

3

Mitel MiVoice Business/MCD/3300 / Outbound Caller ID question

« on: December 07, 2015, 04:02:41 PM »

We recently went live on a Mitel 3300 phone system.  When we make outbound calls it is showing up as our 800 number. We asked our reseller to change this to our local number 10 digit number in the Mitel system. They said that this was an issue with our Telco provider 'projecting' the wrong number.  I started a ticket with our Telco provider and they said it was an issue with the PBX setup (go figure!).  On our old phone system this was definitely set up on the PBX in the PRI setup.  My hunch this has maybe not been properly programmed into the Mitel and the phone company is defaulting to the 800.  My preferred way to fix this would ofcourse to be in the PBX so that we can have control over it in the future. I'm not overly concerned with who is right or wrong, I just want the knowledge to be able to get it fixed as quick as possible.

4

Mitel Software Applications / Voice mail email attachment

« on: December 07, 2015, 03:51:51 PM »

We recently went live with a Mitel 3300.  We have a MiVoice Business license and we are running MiCollab client software. When a user receives a voice mail, they receive an email (we are running Exchange 2010) that contains a link to the 'UC-Server'.

Subject: Voice message from (CallerID)

Body of message contains:
CallerID
Duration

and a link to download the message in the format (UC-SERVER.INTERNALDOMAIN.COM)

For whatever reason I don't get the full confidence that my resellers have done a lot of these installs. So I'm throwing it out there to the world. Is there a way to have the voice message attached to that email, or, is there a way to change the link such that it could be open from the internet (public domain) - UC-SERVER.PUBLICDOMAIN.COM   Basically it would be nice to be able to play these messages over our cell phones the way we could with our old phone system. 

5

Mitel Software Applications / Using Account Codes for Reporting

« on: June 16, 2015, 04:44:15 PM »

We are in the process of looking at purchasing a Mitel 3300 with ContactCenter Enterprise.  We have a third party application that serves as our 'CRM' of sorts and is MS SQL based, and there is not out of the box integration with this system.  In our current PBX, we use the PBX client software to enter an account code, which is saved with the call detail in the PBX database (also SQL based) and passed to the call archive database.  Although not perfect, its a relatively cheap way for us to tie our phone system call detail to a collections file in our system (these are in the format YY-NNNNN, for instance 15-12345).  In our current PBX the account code is free style entry - it is not a pre-populated list, so my call center agents will enter the file number associated with the user they are on the phone with.  (Phone numbers are not a reliable way for us to map a 'customer' to a 'file number' as a customer can be associated with multiple 'file numbers' in our system.

From my reading, it appears that Account Codes are created by the Administrator in Mitel, and there is no free form entry.  I would be dealing with thousands of codes, with hundreds added weekly.  Can Account Code field in the Mitel system be free form (and by that I mean, the agent being able to enter in any sequence of numbers and characters they want).

My next question is am I going about this the wrong way? Would it be possible to use the Call Notes field for this purpose? Do the Call Notes save with the Call Detail (duration, caller id, etc..) in the database? Does that info pass along to the Call Recording database for easy retrieval?

At the end of the day what I want is the ability to pull call records based on our internal CRM file number, and also retrieve call recordings using that same file number as a search field.

Thanks - Dave

6

Mitel MiVoice Business/MCD/3300 / Using Account Codes for reporting

« on: June 11, 2015, 05:14:21 PM »

We are in the process of looking at purchasing a Mitel 3300 with ContactCenter Enterprise.  We have a third party application that serves as our 'CRM' of sorts and is MS SQL based, and there is not out of the box integration with this system.  In our current PBX, we use the PBX client software to enter an account code, which is saved with the call detail in the PBX database (also SQL based) and passed to the call archive database.  Although not perfect, its a relatively cheap way for us to tie our phone system call detail to a collections file in our system (these are in the format YY-NNNNN, for instance 15-12345).  In our current PBX the account code is free style entry - it is not a pre-populated list, so my call center agents will enter the file number associated with the user they are on the phone with.  (Phone numbers are not a reliable way for us to map a 'customer' to a 'file number' as a customer can be associated with multiple 'file numbers' in our system.

From my reading, it appears that Account Codes are created by the Administrator in Mitel, and there is no free form entry.  I would be dealing with thousands of codes, with hundreds added weekly.  Can Account Code field in the Mitel system be free form (and by that I mean, the agent being able to enter in any sequence of numbers and characters they want).

My next question is am I going about this the wrong way? Would it be possible to use the Call Notes field for this purpose? Do the Call Notes save with the Call Detail (duration, caller id, etc..) in the database? Does that info pass along to the Call Recording database for easy retrieval?

At the end of the day what I want is the ability to pull call records based on our internal CRM file number, and also retrieve call recordings using that same file number as a search field.

Thanks - Dave