Messages

1

Mitel Software Applications / Re: Supervisor Call Shadowing / MiTel Silent Monitor

« on: November 29, 2019, 02:47:00 PM »

Thanks for the details, mhood59.

Your going to have to get us more information about the environment. I do know that MiCollab Softphone does work in VDI (I’m currently running it), but it will depend on it being Citrix and it’s version 7.12 and above. Then you’ll also have to make sure that your MiCollab server is at least 8.1.xxx to do so.

See if you can get us further details, glad to help!

2

Mitel Software Applications / Re: Supervisor Call Shadowing / MiTel Silent Monitor

« on: November 29, 2019, 09:59:26 AM »

Hi,

I’m going to make several assumptions here: your using MiVB, and Softphones.

With that said, Silent Monitoring is a CoS, you just have to make sure that the supervisors have the Feature enabled in their CoS, and that the recipients have the being monitored feature enabled as well. Onces that configured on each class of service and everyone has the correct one assigned, the supervisor can dial a feature code (you’ll have to check on your system) + the desired extension to monitor and they will be able to listen to the active conversation. Furthermore, they can enter the feature code and a ACD Path number and they can listen to the next call that enters the queue, regardless of the agent where it lands on.

So what you’ll need?
You’ll need to check how your agents and supervisors COS is configured
Check your system feature codes.

Doing this should bypass the need to plug in to the agents desk.

And while your at it, you may want to check ACD Help, which enables the ability to coach and barge into calls, pretty cool stuff. Works eight he same CoS, just different ways of getting to it.

If your using physical phones you can even make CDE Speed Dial softkeys with the feature code.

3

MiVoice Office 250/Mitel 5000 / Re: Upgrading UC360 Firmware

« on: September 23, 2019, 02:44:20 PM »

I utilize 216.13.52.5 in the HTTP configuration and it been working great, give it a try.

Hope this works.

4

Mitel Software Applications / Nupoint Advanced UM, emails not updating MWI.

« on: August 05, 2019, 11:48:06 PM »

Hello,

I just finished setting up the Nupoint Advanced UM for my site. I have the email working fine to my test user, but I seem to be having issues with it updating back to Nupoint. Here's the scenario:

User receives a voicemail, the MWI lights up at the users phone, and an email is waiting in the users inbox. When checking the voicemail via Outlook, I can listen to it fine and mark the email as read but it doesn't update Nupoint and it keeps the voicemail as new.

Anything I can do to check this out?

Nupoint 8, IMAP, Exchange 2016. Superuser created and all changes as detailed in the engineering guidines.

Thanks for any help in advanced.

Thank you!

5

Mitel Software Applications / Re: Contact Center Client - Are the Instant Messages Encrypted?

« on: May 22, 2019, 05:04:40 PM »

Depends on your configuration.

If your exposing the chat to the internet you should have SSL enabled, and depending on your network it may be fully encrypted or partially (if you're offloading SSL from a load balancer).

So I guess the questions to you would be around your networking and the configuration on your Contact Center server.

6

Mitel Software Applications / Re: Audio conferencing

« on: May 15, 2019, 07:19:46 PM »

Thanks @Ericlaracuente screen caps attached

Agreed I with @johnp. In your second picture you can clearly see the problem with only having 3 extensions for the AWV. Once you create more you'll be able to add more participants to your meeting. Now be aware, you only have 10 max audio porta, so if you or your internal customers are looking to host more than 10 participants, you might need to purchase additional AWV and maybe generic sip ports, depends on your licensing.

7

Mitel Software Applications / Re: Audio conferencing

« on: May 15, 2019, 05:47:12 PM »

Hi,

In the AWV console can you confirm your port licensing, and extension list range? Can can find this under the Licensing and SIP Server Configuration forms under Configuration section.

Thanks!

8

Mitel Software Applications / Re: Weird MiCC Callback issue

« on: May 14, 2019, 10:59:40 PM »

Version information would help, and I believe there has been patches in later versions to address this issue.

Thanks!

9

Mitel Software Applications / Re: Multimedia contact centre-setting up chat

« on: May 14, 2019, 10:54:23 PM »

Without knowing lots of specifics from your network/configuration it's hard to provide support byond what's offered in the documentation.

Now I do know that Mitel does offer pro support services for integrations and other customizationa for Contact Center Chst, consult with your channel partner.

10

Mitel Software Applications / Re: Micollab 7.3 cleint on Server 2019, should it work?

« on: May 14, 2019, 10:49:49 PM »

Hi,

Unfortunately after checking the client requirements for your version, it's not compatible with server 2019; as you know 7.3 is considered a legacy version.

Any way you can upgrade de 8.1? This would give you Micollab Web, which can be of benefit of your in the event your doing Citrix, RDS or other ways of shared services.

11

Mitel MiVoice Business/MCD/3300 / Re: DND does not work for SIP trunk calls

« on: February 15, 2019, 09:15:02 PM »

Definitely would take a look at COS assigned got he trunks

12

Mitel Software Applications / Re: MiCollab 7.2.2.14

« on: November 16, 2018, 07:25:02 AM »

Yea, if you have a Mitel connect account you can see the compatibility matrix, that combination is unsupported. Now that doesn't mean they it won't work, but it does mean that everything will be broken, it just means that there could be unexpected issues and experiences which they will not support you if your partner calls in a ticket for you.

13

Mitel MiVoice Business/MCD/3300 / Re: Preventing interruption from incoming call during a conference call on Turret Sy

« on: November 08, 2018, 11:24:16 PM »

I can be wrong but I'll take a stab at this one from two directions:

1. because the system knows that your phone is an A call no A Conference call without using software like MiCollab, you can have a DND softkey which they can press once they get on the call and that should send all calls to VM

2. Maybe adjust the 1st Alternative route, but I believe that the phone would still ring, which is something you don't want.


I would try #1, but if you use MiCollab you can automatically adjust the behaviour of the phone based on circumstance and presence, something to think about.

Hope this helps.

14

Mitel Software Applications / Re: Micollab client Update

« on: September 20, 2018, 12:11:42 PM »

I believe you can set that up by going to ServiceLink - Install Applications - Install Applications Tab then select the desired version from the dropdown and click install.

Then this one should be advertised to the users.

15

Mitel Software Applications / Re: MiCollab for Mobile Deployment Issue

« on: September 20, 2018, 12:08:34 PM »

Maybe your user don't have the good Feature profile ( User -> Micollab client --> User profile form)

Thanks, already checked and it does state MiCollab for Mobile as part of the License Feature. It has the same one that everyone else uses...