Messages

1

Mitel Software Applications / Re: MiCC Database SMDR Data Queries

« on: February 24, 2025, 06:43:45 PM »

I normally do this differently and look at the raw SMDR data. Text files (zip after certain age) are stored in the Node directory of the PABX, usually Node_1.

So if you look in C:\Program Files (x86)\Mitel\MiContact Center\DataDirectory\Node_01 there will be files starting with "s" followed by date, this is the SMDR file for that date. e.g. s20250221.txt

You might be able to start with that.

I see the raw SMDR files on the MiCC server and it looks like the table in the database has the same data - and possibly even more detail. The SQL query is faster to execute in this case when are unsure about the date range but for the life of my I can't find anything out there that explicitly confirms what the tblData_LC_Trace table is for.

2

Mitel Software Applications / MiCC Database SMDR Data Queries

« on: February 21, 2025, 04:57:24 PM »

I have been asked to pull SMDR data proving whether or not a specific user called specific external numbers on specific days.

I have been struggling with the Data Inspectors tool and went searching for the SMDR data in the MiCC databases. It appears that that data is stored in vw_LC_ReportData view and the tblData_LC_Trace table in the CCMStatisticalData database.

I believe that I have written accurate SQL queries but wanted confirmation that I am looking in the correct place and would also like some documentation on the tables and columns. My reseller support has been unable to coordinate time between me, him, and Mitel support.

Does anyone have experience or documentation on these tables?

3

Mitel Software Applications / Re: Maxed out PRI trunks due to IVR workflows

« on: March 12, 2021, 09:36:11 PM »

might look to see if carrier can do Release Line Transfer i.e. 2 b channel. I have never set this up, but that would free up trunks

I asked and was told it was not applicable to the IVR.

4

Mitel Software Applications / Maxed out PRI trunks due to IVR workflows

« on: March 11, 2021, 05:56:39 PM »

Hi! Longtime lurker hoping I can get some knowledge dropped on me.

We are having an issue with maxing out available lines on our PRI. Callers into our IVR are presented a menu and given an option to transfer their call to an external party. This obviously takes up 2 trunks until the transfer is complete. Some callers are getting dropped, however, because there is no available trunk to use to send them to the external party. While we work on increasing trunk capacity (and arguing with the business owners about this workflow) I am trying to find out more details on some options in our MiCC and reporting that will help inform us on what's happening:

1) There is a "camp on busy" option in the transfer action that we are considering enabling. If enabled, where can we see how many calls are camped? What does the caller hear when camped? Do callers ever time out when camped? I asked our local rep for more detail but when he escalated to support he just got back the copied and pasted tool tip text from MiCC.

2) When testing during a busy period, I received an IVR Busy error on my office phone. The hunt group only appears to have 5 members. What is the best practice to scale this? Do these hunt group members only get used for inbound calls or could they also be causing the dropped external transfer originating from the IVR?

3) Is there any report I can pull that would show me the external transfer attempts that are failing?

5

Mitel Software Applications / Re: MiCC IVR Transfer to external number

« on: March 11, 2021, 05:28:41 PM »

In the properties of the Transfer action you should be able to simply enter a number in the destination field and click on the "External Transfer" checkbox.