Messages

1

Mitel Software Applications / How do I route inbound calls based on ANI to a particular agent

« on: December 22, 2019, 05:31:19 PM »

How do I route inbound calls based on an inbound callers ANI to a particular agent?
I have a Mitel controller 3300MXeIII  mivoice business
and a My contact center and IVR among others.

I want to import into Mitel (somewhere) lists of NANP phone numbers for different agents and when that number dials in and presses 1 for sales they are sent to the agent linked to that inbound phone number ANI. If the inbound ANI is not on any list it would go to an ACD and get the next free agent.

For example (these are fake numbers)
inbbound ANI             rings extension
2511234567                  312
2031245879                  312
2123565999                  312
2031247774                  245
2731249874                  245
2241248884                  245
2031249874                  245

there are 200,000+  inbound ANI's that would go to 40 different agent extensions

Where would I start to get help or training for this project, I am an admin at our company and not having any luck getting our Mitel vendor to assist.

2

Mitel MiVoice Business/MCD/3300 / Does an ACD Agent HAVE to be a Hot Desking User

« on: March 08, 2017, 10:38:35 AM »

Does an ACD Agent HAVE to be a Hot Desking User.

If they never share a desk and always use the same phone does the Mitel system still REQUIRE them to be a Hot Desking User.

3

Mitel Software Applications / Re: Help with Nupoint Call Director Call Flows and logged out hot desking user

« on: March 07, 2017, 06:34:59 PM »

I am a Mitel admin newbie.
A Call Flow busy/no answer is supposed to go to the Daily Greeting

This is what I can find for one of our Hot Deskers:
On our Mitel 3300MXeIII MiVoice Business
under "Call Rerouting"
Number - 276 (The number refers to a Hot Desk ACDII agent (Mobile DN).)
Call Rerouting - Day 1
Call Rerouting - Night1 1
Call Rerouting - Night2 1
Call Rerouting DND Type - All
Call Rerouting - 1st Alt. 19
Call Rerouting - 2nd Alt. 2
-------------------------------------------------------
Call Rerouting Always Alternatives
Always Alternative Number 1
Originating Device DID No Reroute
Originating Device TIE No Reroute
Originating Device CO No Reroute
Originating Device INT No Reroute
Directory Number [ is blank ]
-------------------------------------------------------
Call Rerouting Always Alternatives
Always Alternative Number 2
Originating Device DID Reroute
Originating Device TIE Reroute
Originating Device CO Reroute
Originating Device INT Reroute
Directory Number [ 600 ]- (The number refers to a Hunt Group) (which is nupoint)
-------------------------------------------------------
Call Rerouting First Alternatives
First Alternative Number 19
Busy / DND DID This
Busy / DND TIE This
Busy / DND CO This
Busy / DND Int This
No Answer DID Last
No Answer TIE Last
No Answer CO Last
No Answer Int Last
Directory Number [ 1276 ] (The number refers to a Non Prime Broadcast Group.)
-------------------------------------------------------
Call Rerouting Second Alternatives
Second Alternative Number 2
Busy / DND / No Answer DID This
Busy / DND / No Answer TIE This
Busy / DND / No Answer CO This
Busy / DND / No Answer Internal This
Directory Number Routed To [ 600 ]
-------------------------------------------------------
Hunt Group 600
Hunt Group Type VoiceMail
-------------------------------------------------------

4

Mitel Software Applications / Help with Nupoint Call Director Call Flows and logged out hot desking user

« on: March 06, 2017, 06:40:49 PM »

I have set up a Nupoint Call Director Call Flow for a hot desk user.

Everything works great as long as they are "Logged in" to a phone. If they are logged in when someone calls the extension and they do not answer the call goes to their voicemail.

However if they are "logged out" their voicemail NEVER picks up, just constant music and Mitel's "We appreciate your patience" or "continue to hold" prompts.

What do I configure to have their calls to their extension go to their voicemail when they are not logged in to any phone?

5

Mitel Software Applications / Re: Help with "The ACD view is an optional component for MiCollab Client."

« on: February 03, 2017, 02:13:37 PM »

I found it so I am making notes here:
In the MiCollab server-manager [ which used to be called the Mitel Applications Suite (MAS) ] under "Applications" select "MiCollab Client Service" next click the "Configure MiCollab Client Service" button on the "MiCollab Client Service Administration" page next select the "Accounts" tab then click the account you want to edit next expand "Account Settings" and then check the box in front of "Enable ACD features in client"

Still not working correctly yet, but the little ACD head with headphones is now in the MiCollab client

6

Mitel Software Applications / Help with "The ACD view is an optional component for MiCollab Client."

« on: January 16, 2017, 03:18:39 PM »

I am trying to add ACD view to the Micollab client version 7.2
I have setup ACD under MiCollab Client Service Configuration
The instructions say - The ACD view is an optional component for MiCollab
Client.
Is this an item to purchase or something that needs to be setup?