Messages

1

Mitel Software Applications / Route calls via CRM Data query ANI result

« on: September 12, 2023, 06:45:46 AM »

Can anyone tell me if this is possible?

We are potentially getting some work from Mitel to look into setting it up for us but I'd like to see if anyone has any experience on it.

So what the business are after:

We have a few generic phone lines that people call in on but we want to get them to their customer specific path to deal with their call or at least to their specific IVR (most customers also have a dedicated inbound line).

We have most of the customer data stored with their phone number and customer name (though this won't necessarily match up to a DNIS).

Is it possible if the there was the required data in lookup data to direct the call based on the callers ANI using the query?

Does anyone have any examples of this either using SQL query or a CSV.

If the routing by query like this is possible our next step would likely be that we'd need to edit or add to the data in the database to give a clear way to match the customer to where we want calls directing to, be it a DNIS or a direct path name/number.

2

Mitel MiVoice Business/MCD/3300 / Purge Historical CCM Database data

« on: January 11, 2021, 07:32:12 AM »

I'm trying to purge some historical data from our CCM Database to get a bit of control over the size and have downloaded the correct version of the "purge historical data" tool (6-7).

I've tried running it but get the error System.Data.SqlClient.SqlException (0x80131904): Login failed for user ''.

I have domain admin rights and full DB permissions.

I've not seen anything about applying any config to the software.

Has anyone any experience with this software and seen this error before or have any recomendations?

Alternatively are there any scripts that do the same thing?

3

Mitel MiVoice Business/MCD/3300 / QOS for Softphone over VMware Horizon Windows 10

« on: October 02, 2020, 04:21:47 AM »

Hi,

I've only seen a couple of mentions of QOS with softphone but nothing really for remote access so i'm not sure if it's possible though I know in the hosted Mitel solution there is some detail on it - https://oneview.mitel.com/s/article/Implementing-QoS-on-Windows-Environments

We have found intermittent phone quality issues for users and I'm just exploring possible ways to improve it.

One of them is to switch from using BLAST  as the connection protocol to PCOIP and the other was to try some QOS settings to prioritise voice.

We are running MiCollab 7.3 client on VmWare Horizon 7.8

4

Mitel MiVoice Business/MCD/3300 / DECT / Wireless phone for home use on 3300?

« on: September 23, 2020, 03:55:19 AM »

Having had almost everyone working from home for the last 6 months and now for at least the near future the business are taking more of a look at how they can improve phone quality from home.

At present most staff are connecting to a virtual desktop then using a headset and soft phone through MiCollab 7.3.

Call quality is generally ok but users do get issues where calls drop or quality isn't as good.  Whether these issues are down to our phone system or there Internet connection I'm not 100% sure.  Definitely some issues are down to their Internet quality.

I use a deskphone (5320) from home via external gateway and this works perfectly well and I've never or at least very rarely seen any issue.

The only issue with the desk phones is that they rely on hard wiring near the router or via a powerline adaptor.  This isn't a major issue but this might not be practical for a lot of people that don't have a decent home set up.

We've been asked to look into DECT /Wireless phones and I wondered if anyone had any experience with using these remotely on a 3300?  And importantly can they be used for ACD calls?

Other than that does anyone have any suggestions on improving reliability of soft phones, any setting tweaks etc that may help?

We are looking at upgrading our MiVoice/MiCollab versions in the coming months, I know the Ignite/MiCollab look to have been completely rebuilt and these may well improve functionality if not reliability/stability so that is something I will be looking forward to testing.

5

Mitel MiVoice Business/MCD/3300 / Upgrade from MiCC 8.1, MiVB 8.0.9, MBG 9.4 and MiCollab 7.3 key benefits

« on: July 17, 2020, 06:10:10 AM »

Hi,

We've just got a quote from our provider for an upgrade to our Mitel system to bring everything up to date.  I've been asked to provide some key benefits to justify the costs of which I'm sure there are many.


We are moving MiContact Center from 8.1 up to 9.2
The MiBorder Gateway servers will be going from 9.4 up to 11
Micollab from 7.3 up to 9.1
MiVoice Business from 8.0.9 to 9.0

One of our key drivers was clearing up some of the security vulnerabilities in the older version.

On the back end is their much in the way of noticeable improvements?

One thing that was of interest since we've had everyone working from home would be an improvement to the chat functionality, we have teams trying to use it as their main tool for inter team communication but the current version with no proper chat history or groups is pretty basic.  Do you know if this has now been addressed?
I've had a bit of a look at the new Web Ignite which looks like it could be much better than the pretty unstable old version that we are currently using and looks like it might bring things together better.

I'm just having a look through the documentation but if anyone can give any useful insights that would be appreciated!
thanks

6

Mitel MiVoice Business/MCD/3300 / Re: How to Divert a speed call number into IVR?

« on: April 20, 2018, 10:01:36 AM »

At the moment it is directed directly to a queue (path) but I need it to be directed into an IVR call tree.

Not sure if you'll consider this an application query or not as once it reaches the IVR it would be programmed through YourSite Explorer.

When I direct the number into the Ring Group that links it into the IVR and assign it in the software as a DNIS with a sub routine assigned to it It's not picking it up.  It goes into the IVR but is getting picked up by a catch all call tree that normally takes anything that doesn't have a matching number.

7

Mitel Software Applications / Is it possible to find all subroutines that reference a particular Queue group?

« on: April 19, 2018, 12:22:51 PM »

Sorry to post 2 questions so quickly but I'm hoping this forum can help solve a few issues and queries I've had!

I've had various queries about what lines and options are referencing particular queue's and while we have quite a bit documented from our migration to this system last year there is a lot that isn't or hasn't been updated.

We're on Mitel 3300.

We have nearly 700 routines so going through it in YSE isn't really feasible!

I've had a bit of a look through SQL and the information in the XMAL files but can't find the necessary information to pull out information from the subroutines.

Are the various options from call tree's referenced anywhere in SQL or anywhere else that would allow me to pull the details out?

It would be great if I could get an extract of all of the routines and what each option does.

8

Mitel MiVoice Business/MCD/3300 / How to Divert a speed call number into IVR?

« on: April 19, 2018, 12:09:33 PM »

First post so be gentle!

I have a Speed call number (4444) that I want to direct into the IVR system.

I have set it to point to the IVR system but when I do this it is going into our Generic call tree that any unspecified numbers end up in.

On our Inbound DNIS routine I have configured the number as a DNIS to link to the subroutine.

Does anyone know if there is something different that needs to be done to get a speed call number working correctly like this as this is how I would normally configure a DDI with no problem.