Messages

1

Mitel Software Applications / MiCollab Softphone Call History Clear down

« on: April 28, 2021, 11:35:09 AM »

Good Afternoon,

We have been using MiCollab (Server Version 9.1.2.1, Client Version 9.1.203) Softphones on Windows 10 devices over VPN to allow for homeworking.
The majority of staff currently setup with the MiCollab Softphone are ACD Agents and are working fine without issues.

I have started rolling out the MiCollab Softphones to Non-ACD staff.
When I created the Template on MiCollab, I set the device type to UC Endpoint with SIP Capabilities of 1.
(SIP Capabilities 71 hasn't worked for us since MiCollab was implemented by our third part support partner)

However I have only just noticed that these softphones do not have a call history beyond the same working day (the call history clears).
I have tried using Generic SIP as an alternative for the Device type, and noticed with either of them the option for Max Call history Records within the Service Details is greyed out.

I have checked Class of Service, SIP Capabilities and I am unable to see where the settings for Call History is defined or if indeed it is something we are able to adjust.

Has anyone come across this before? any ideas how I resolve?

Thank you in advance!

Kind Regards,
Leanne

2

Mitel Software Applications / CCM Web Reporting - Concurrent Calls

« on: September 14, 2020, 05:23:29 AM »

Good Day to you all.

I was wondering whether you can help me at all.

I am trying to establish past and present concurrent calls for a particular contact centre queue group.

Average inbound call concurrency
Peak time inbound call concurrency
Max inbound call concurrency

I have read through the Contact Centre Report Guide for our particular release (8 at present, moving to 9 soon) I still haven't found a report that shows this particular stat.

Not all the reports work on our CCM Web so I am wondering whether it is something that needs to be enabled/configured.

Appreciate any guidance.

Thank you in advance.

3

Mitel Software Applications / MiCollab On-Prem Softphones

« on: July 21, 2020, 08:21:18 AM »

I am looking to roll out Softphones on-prem on our MiVB MiCollab 8 SP1 - will be upgrading to 9 SP3 soon.

What do I need as a minimum?
I've assumed I would need to uplift licences from UCC entry to UCC Standard. Is there anything else?
Also is there a step by step guide available for me to follow?

At present I am using free third party software using Generic SIP devices to make/receive calls however I want to test what Mitel softphones can offer.

The free third party software works for back office function staff but it is unsupported and cannot be used by contact centre staff.

With the current situation we are having to space colleagues in the office and moving them into areas where there aren't available floor ports for desk phones so I was looking to implement on prem soft phones for the staff.

Appreciate any advice/guidance.