Messages

1

Mitel MiVoice Business/MCD/3300 / Re: ACD Login

« on: July 16, 2015, 07:21:32 AM »

We use specific group alerts with quick second thresholds on logged out telephones. This makes the logged out phones "blip ring" if a call is holding.

This reminds the agent that if they are working they need to login to ACD as calls are holding and they are logged out.

2

Mitel MiVoice Business/MCD/3300 / Re: Call Recording Software

« on: July 16, 2015, 07:17:51 AM »

We use and love oaisys which is now owned by Mitel but isn't the cheapest. But it works very well. Love the admin and user interface too!!

3

Mitel MiVoice Business/MCD/3300 / Re: ACD Supervisor Setup?

« on: July 16, 2015, 07:15:49 AM »

Not sure it works on ACD Express but it doesn't hurt to try. It works on full ACD.

Alerts work at the agent group level not the path level. In the agent group set a bogus unique number for the group alert. We use +1000 from the real group number.

Enter the first and second thresholds. Key lights when call holding when first threshold is met key flashes when second threshold is met key flashes quickly and phone blip rings.

Then add a specific group alert key to the supervisors phone with the alert number you used above (not the ACD group number).

Good luck!!

4

Mitel Software Applications / PrairieFyre Monitoring PBX in a Different Time Zone

« on: July 15, 2015, 08:25:18 AM »

I currently have a cluster with about 15 MCDs all with IP Trunking to each other. Until now all of my MCDs have been set for the same timezone with is also the same time zone as my Prairie Fyre server.

The problem I am running into is that the new MCD is 6-hours after my current time zone used everywhere else.

Real-time monitoring works fine and shows everything on all systems correctly BUT when I run reports it does not include calls from the new PBX.

If I wait 6-hours the calls then show on the reports. I think the problem is that when I run reports it is only checking to the "current time" of day and not for calls later than the present time.

Anybody know of anyway around this? Anybody know of anyway for PF to report on the records based on the PF System time and not the SMDR Recird time?

Thanks in advance!!

5

Mitel Software Applications / PrairieFyre Call Accounting on IP Trunks

« on: July 15, 2015, 08:16:47 AM »

So I am in need of some "out of the box" ideas...  :-)

I currently have a Mitel Cluster with 15 MCDs. I have a PrairieFyre System with ACD and Call Accounting.  For operational reasons I will not bore you with I can ONLY have the Prairie Fyre system monitor ONE MCD.

The MCD being monitored has sets programmed on it and has no trunks. All of the trunking is on another 3300 and all the ARS outbound calls are routed through IP Trunks to the 3300 which has trunks.

The problem is that PrairieFyre is not reporting on outbound calls made from the monitored MCD. I think this is happening because PF is not seeing an SMDR Record for the final termination point (remote PBX with trunks).

The monitored MCD is generating SMDR Records of the outbound calls which show the number dialed terminating IP trunks. PF is also receiving this record and is viewable in SMDR Inspector.

The problem is that the call does not show on any PF Report.

Does anyone know of a way to make PF think that the IP Trunks are a telco so it shows the calls in reporting? Or does anyone have any other suggestions?

Thanks in advance!!

PS - I did add the remote 3300s which have trunks attached to PF and the reports do show the calls. But I can't leave it that way.