Messages

1

Mitel MiVoice Business/MCD/3300 / Micollab Softphone and 6905 Deskphone PRG Issues

« on: July 19, 2023, 08:25:29 AM »

Hi,

We are running MIVB Release level: 10.0 SP1. I am having an issue where by using the desk phone is showing as a live call on the Micollab. The exts are all in a PRG as per below.

For example. PRG is 80565
Ext 80565 is the Micollab Softphone
840565 is the 6905 Deskphone
808565 is a secondary Micollab Softphone

When you pick up the Desk phone the Softphone 80565 shows a call happening. It only happens in this case - not the other way around or with the 3rd ext

I am sure it will be a tick or something in the programming but I cant seem to find it

Cheers
Many thanks Richard

2

Mitel MiVoice Business/MCD/3300 / Agent Greetings/Whispers

« on: March 16, 2022, 10:56:42 AM »

Hi - We are running MIVB 9.1 SP2 alongside MICC 9.3.4.0. I have configured everything for Agent Greetings and can hear the greetings announced to the agent upon answering a call, however the greeting prompt is played about 5 seconds in to the call. I cant see any timer on anything around this! Am I missing something?

Cheers in advance

Rich

3

Mitel Software Applications / ACD Agent Groups - Skipping Agents

« on: January 24, 2022, 09:31:46 AM »

Hi - Was hoping someone maybe able to shed some light on a weird issue we are having

We are running MIVB v9 along with MICC v9 and for some reason when placing a call in to a queue it doesnt always go to the agent with the longest idle time. My understanding is that by default this is how it works but when testing it will sometimes jump one sometimes two agents who have been sat waiting in idle for a call and go to the 3rd agent in the queue.

I cant see anything whereby you can change how this works and it doesnt seem to be happening with any other queues we have with different agents

Has anyone come across this before?

Cheers

Rich
Many thanks Richard

4

Mitel Software Applications / Re: Micollab and EHDU

« on: October 14, 2021, 07:58:01 AM »

Cheers for the reply - managed to sort it in the end by adding a 2nd Agent ID

5

Mitel MiVoice Business/MCD/3300 / Re: MiVB Telephone Directory and Micollab

« on: October 14, 2021, 07:55:58 AM »

Cheers for the reply and apologies for delayed response.  Typical Mitel really where they make simple things difficult!

6

Mitel Software Applications / Kill a hanging call on Web Ignite

« on: October 14, 2021, 07:54:06 AM »

Hi - We have the odd issue where by a call that has ended still shows as active for an agent.  Is there any easy way to kill this call?  I have tried on the MiVB to busy the PLID and RTS the PLID and that doesnt work.

I have also tried going on the MiContact Center Config API under the /api/v1/diagnostics/router page and used the command
{
"commandName" : "clearagentstate",
"value" : "77524"
}
but I get an error
{
"message": "An error has occurred.",
"exceptionMessage": "An error occurred while sending the request.",
"exceptionType": "System.Net.Http.HttpRequestException",
"stackTrace": " at System.Runtime.ExceptionServices.ExceptionDispatc hInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.Handl eNonSuccessAndDebuggerNotification(Task task)\r\n at Mitel.MiccSdk.Services.HttpClientService.<SendAsync>d__c.MoveNext()\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatc hInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.Handl eNonSuccessAndDebuggerNotification(Task task)\r\n at Mitel.MiccSdk.Services.HttpClientService.<SendAsync>d__3.MoveNext()\r\n--- End of stack trace from previous location where exception was thrown ---\r\n at System.Runtime.ExceptionServices.ExceptionDispatc hInfo.Throw()\r\n at System.Runtime.CompilerServices.TaskAwaiter.Handl eNonSuccessAndDebuggerNotification(Task task)\r\n at Mitel.MiccSdk.Controllers.DiagnosticsController.<PostRouterCommand>d__19.MoveNext()",
"innerException": {
"message": "An error has occurred.",
"exceptionMessage": "Unable to connect to the remote server",
"exceptionType": "System.Net.WebException",
"stackTrace": " at System.Net.HttpWebRequest.EndGetRequestStream(IAsyncResult asyncResult, TransportContext& context)\r\n at System.Net.Http.HttpClientHandler.GetRequestStrea mCallback(IAsyncResult ar)",
"innerException": {
"message": "An error has occurred.",
"exceptionMessage": "No connection could be made because the target machine actively refused it 172.30.41.65:5029",
"exceptionType": "System.Net.Sockets.SocketException",
"stackTrace": " at System.Net.Sockets.Socket.InternalEndConnect(IAsyncResult asyncResult)\r\n at System.Net.Sockets.Socket.EndConnect(IAsyncResult asyncResult)\r\n at System.Net.ServicePoint.ConnectSocketInternal(Boolean connectFailure, Socket s4, Socket s6, Socket& socket, IPAddress& address, ConnectSocketState state, IAsyncResult asyncResult, Exception& exception)"
}
}
This was done on the actual remote server though?!

There must be a way to do this

7

Mitel Software Applications / Mitel Web Ignite

« on: September 29, 2021, 09:01:17 AM »

Hi - Is there any way that you can see which agent Grp an agent is on a call from via Ignite?  I have multiple agents covering multiple agent grps but can only seem to see if that are on a call, not which grp the call is from?

Cheers

Rich

8

Mitel Software Applications / Re: Micollab v9.2

« on: June 29, 2021, 04:35:55 AM »

Hi - Finally get a response from Mitel and requires a patch to 9.3 for the fix!

9

Mitel MiVoice Business/MCD/3300 / MiVB Telephone Directory and Micollab

« on: June 29, 2021, 04:32:54 AM »

Hi - I am running Micollab 9.2.0.104-01 & MiVB Release level: 9.1 SP2. One thing that would be really handy is for an agent using Micollab to be able to see/search the Telephone Directory in MiVB. When doing a Micollab search it will show you other users with exts but it does not show you when searching for a name against a speedcall for example although it is in the Telephone Directory. Is there any way of setting this up

Cheers for the help as always

Rich

10

Mitel Software Applications / Micollab and EHDU

« on: May 07, 2021, 08:59:21 AM »

Hi - I have agents that are set up to use the Micollab Softphone and all works fine but when I add an EHDU licesne to the agent it seems to stop the Micollab soft phone from working. By adding this EHDU it changes the number on the Softphone (bottom Right in MIcollab) to the mobile and when they log on to Ignite they cant select the Micollab. Nor will it allow then to initialise the softphone in the micollab.

We are on MIVB 9.1 SP2, MiCollab 9.2.0.104-01 and MICC 9.3.1.0

Does anyone have any ideas?

Cheers

Many thanks Richard

11

Mitel Software Applications / Re: Micollab v9.2

« on: April 08, 2021, 04:01:14 AM »

Cheers - No i haven't checked the release note - I will do this now

I dont want to add mutliple DN's if I can avaoid it

Rich

12

Mitel Software Applications / Micollab v9.2

« on: April 07, 2021, 08:33:42 AM »

Hi - We have recently installed and started to use the Micollab for home working as part of our contact centre solutions due to the COVID pandemic.

All works great except when an agent wants to speak to a 3rd party as a consultation call.  If the phone is engaged at the other end the agent gets the message stating "Cannot Establish the call.  The pther party may be busy" in a grey box.  If they are really quick they can click OK on the box and the original call will ring back on the Micollab and the call can continue.  The issue is that if they take more than a couple of seconds then the call disappears from the Micollab and cannot be retrieved in any way.  We are using Ignite in conjunction with the Micollab for agents to manage their call status and when you look on Ignite it shows the agent has an incoming call still but again this cannot be retrieved.  Eventually the agent will go in to Make Busy/Available again but the original customer is just left hanging.

Any ideas on a fix for this?

Cheers

Rich

13

Mitel MiVoice Business/MCD/3300 / Re: Micollab v9.2

« on: March 25, 2021, 12:50:10 PM »

Ok - Cheers for this  - not like Mitel to not build a fully syncd and compatible set of systems!!

On another note - Do you know if you can incorporate the full Tel Directory from MIVB in to the Micollab - Any one with ACD/ Exts are there but any speed dials dont show, although they work when called

14

Mitel MiVoice Business/MCD/3300 / Micollab v9.2

« on: March 25, 2021, 05:13:51 AM »

Hi - I am running Micollab 9.2 along with MiVB 9 and Micolab server 9.2 and MICC v9.

I have ACD callers who have the Micollab softphone on Laptops but are having to use Web Ignite to manage their availability status for call taking in conjunction with the Micollab.  Is there any way that the status such as ACW , Break etc can be controlled via the Micollab?  I know the Micollab has a presence setting which can stop calls to the Softphone but I need these to marry up for stat reporting?   The only thing I can ses is on the Micollab client service is a tick under accounts  and account settings called Enable ACD features in client.  This is ticked but doesnt seem to do anything and any user guides are not brilliantly clear

Many thanks

Rich

15

Mitel MiVoice Business/MCD/3300 / Auto Answering on Mivb v8.0

« on: February 09, 2021, 05:30:56 AM »

Hi - I am trying to get tho the bottom of an auto answer issue that I am having on a new SIP service we have set up.

Basically we are moving from a connection with a Contact Centre Platform from IFS called MPL to their new Imedia platform. The current MPL connection is linked to my MiVB via an MXe controller whereas the new imedia server (Windows 2019) is via SIP.

When I am logged in as an agent on MPL the auto answer function works perfectly. When I use the same agent to log in on imedia the auto answer will not work.

The database for agents for both MPL and Imedia is the same database and all this is doing is sending a call to a specified ext (the same one in this case) but as mentioned auto answer works on one and not the other.

I have checked the following so far
MPL is configured on Trunk Attributes under Trunk Service 2 which is under COS 64 and COR 65
Imedia is under Trunk Service 10 which is under the same COS and COR as service 2. The COS 64 has auto answer allowed (as does the COS for the agent ext btw)

The only difference I can see is that under the ARS Digits dialed we have calls going to MPL under Route list 103 whereas imedia is under Route list 49 (this is because when the call hits the MPL/imedia servers , as it is using the same agent database etc that anything leading 55xx will go to MPL and anything 56xx will go to imedia)
The COR for these routes are different , however I don't see how this would impact auto answer).

Any thoughts would be very much appreciated as the team at IFS have said the issue is with the PBX and not them!

Many thanks

Rich
Many thanks Richard