Messages

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MiVoice Office 250/Mitel 5000 / Mitel 5000 Attendant Console Software

« on: May 04, 2023, 03:46:43 PM »

Is it possible to use the Attendant Console Software on more than one computer and have incoming calls route between two different extensions?

Mitel 5000
DB Programming 6.2.3.53

Here's the scenario, at the moment all calls route to an operator (ext 110) that answers the calls and transfers them to specific departments. They use the Attendant Console Software to transfer those calls, which requires a USB license to be plugged into the computer.
Would it be possible to turn that answer extension (the operator number) into a hunt group, then put two extensions (110 and 123) in the new hunt group so two different receptionists can take calls and transfer with the Attendant Console Software? We only have one USB key for that, is there even the availability to purchase another one now a days?

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Mitel Software Applications / Re: Management Studio (Error Loading Call Visualization)

« on: September 08, 2022, 09:42:01 AM »

It was a pain, but we were able to replicate the issue AND fix it by finding all the needed DLL files on a working computer and moving it over to the non working computer. But that was a lot of work. Our vendor let us know that we could use http://IP/navigator (Like lundah mentioned above) and that has worked for us. Honestly the web client works better anyways, so I have moved all of our team over to using that.

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MiVoice Office 250/Mitel 5000 / Re: Phone System Will Not "Select" an Option When Calling Automated Phone System

« on: August 04, 2022, 03:19:33 PM »

Forgive me for my ignorance (learning this system as I go) but based off what I see in System>Devices and Feature Codes>Trunks is SIP and B-Channel. Is that what you are looking for?

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MiVoice Office 250/Mitel 5000 / Phone System Will Not "Select" an Option When Calling Automated Phone System

« on: August 03, 2022, 10:50:19 AM »

Very weird issue that I haven't seen anywhere else. When calling another automated phone system from our Mitel 5000, say....Verizon for example. We get the option to "Press 1 for technical support, 2 for Customer Service" if we press 1, that button is not registered. It does nothing. Just sits there and waits for us to "Press a button" when we already did. If we call on our cell phones to that same automated phone system it works correctly so I know that is it just not registering the number selections on our 5000.

I thought this was just a one off issue, but this is our second report in a a few months of a similar issue to different automated phone systems. Thoughts?

-Office 250: 6.2.3.53

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MiVoice Office 250/Mitel 5000 / Re: Agent Rolling Calls And Not Following Hold Time

« on: March 31, 2022, 04:31:39 PM »

Good to know!

So this particular agent is in two hunt groups. Both groups have the same timer settings, which is:

No Answer Advance- 20
Announcement- 1 (But this is not activated. It was set to "NONE")
Overflow- 255 (But this is not activated. It was set to "NONE")
Recall- 2700
Wrap-up- 30
Average Connect Time Per Call- 90

Any other thoughts to why I would pull his call back into the hunt group after 2 rings?

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MiVoice Office 250/Mitel 5000 / Agent Rolling Calls And Not Following Hold Time

« on: March 31, 2022, 11:14:48 AM »

Mitel 5000. Call Processing Version 6.2.3.55 with Database Programming Version 6.2.3.53

We have one particular agent that is a part of multiple hunt groups that randomly will not follow the answer timer. His phone will ring twice, then roll the call to another agent without giving him the same chance to answer the call that everyone else gets.
In System>Timers and Limits our "Forward No Answer" is set to 13 seconds, which I believe is roughly 4-5 rings. It appears to not do this every time though, only sometimes. He reported the rolling calls 5 times yesterday out of his 20-30 calls. When this error occurs, it seems to always ring only twice before throwing the call back in the queue.

Thoughts?

7

Mitel Software Applications / Re: Reporter Real-Time Pro (Mitel MiContact Center Office) Agents Not Showing Up

« on: March 18, 2022, 01:00:05 PM »

Just an update that this has been solved. I figured out that we had too many agents hunted in. We had created a few other hunt groups over the years that we did not think about.

We only had licenses for 40 agents, so the next agent that would hunt in during the day would not show up in reporter pro. We fixed this by changing some unneeded hunt groups to "members" groups so they did not burn a license.

8

Mitel Software Applications / Management Studio (Error Loading Call Visualization)

« on: March 18, 2022, 12:16:31 PM »

When trying to install Management Studio on a computer for our manager to listen to recorded calls, it display an error "Error loading call visualization. Object reference not set to an instance of an object". This error displays after the install is finished and you try to open the software and select "All Calls I Can View". I have attached a picture of this message.

The version of our Management Studio is 9.1.1016.0 and the Oaisys server version is 9.1.1171.

Strangely enough, this software will work on my computer, as I already had it installed. But any new computers that I try to install this on it will give the same error.

9

Mitel Software Applications / Reporter Real-Time Pro (Mitel MiContact Center Office) Agents Not Showing Up

« on: February 16, 2022, 05:32:31 PM »

While using Reporter Real-Time Pro to view available and busy agents, we are noticing some agents not showing up after they hunt in. It always seems to be one agent that will not show up....but it is not always the same person every time.
Version: 6.2.37.79
Using MiVoice Office 250

I have verified that the users extension has been added under Filters>(Their Specific Queue) and that filter is applied to the tile. It appears that the amount of agents never goes over 13. The 14th person is who gets kicked off and won't show up after they hunt in. However, a year or two ago we had 24 or so agents and they all showed up no problem.

About a week ago I restarted the CSM server and the agent that was missing started showing up and we thought everything was fixed, but now another agent is not showing up.

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MiVoice Office 250/Mitel 5000 / Re: "Deleting" Digital Phone From 250 Programming

« on: January 27, 2022, 12:22:47 PM »

DND ON,
What would be the reason for keeping them? In my view, it makes the database look cleaner and easier to find other extensions without having open lines just sitting there that I don't need.

And at the same time, there is no need for those extra lines as we are slowly moving everything to IP when they have issues with their digital lines.

Tech Electronics, thanks for the tip about using ~, that is an awesome feature that I had not seen before.

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MiVoice Office 250/Mitel 5000 / "Deleting" Digital Phone From 250 Programming

« on: January 27, 2022, 09:59:32 AM »

How do you remove a digital phone from the 250 programming? When you right-click on it you do not have an option like you do with and IP phone. Does the line have to be disconnected at the source for that?

We have many unused lines that we could remove that would make the system look a lot cleaner without them in there. Thanks for your help!

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MiVoice Office 250/Mitel 5000 / Denying Ability to Page and Internal Calls

« on: July 23, 2021, 11:00:30 AM »

We are using MiVoice Office 250 DB Programming, and we are wanting to deny a particular extension the ability to use our paging feature and to dial any internal numbers. Tell me if I'm going in the wrong direction, but I'm thinking it has to be used with Class of Service. Here is what is set up:

To use our paging system, you have to dial 7. So we want the ability to block dialing 7 for paging and also all internal numbers.

A class of service under System>Numbering Plan>Classes of Service was created. From there under Dialing Patterns someone has put 7 and *7X+. These were there before I touched this system, but I would think that "7" should prevent you from dialing 7 on your phone, right? I added this Class of Service to my extension, but I am still able to page.

For denying local numbers, a class of service was set up under dialing patterns to N+. Under System>Numbering Plan>Route Groups>P1000>Dial Patterns, N+ was placed. If this class of service was added to my extension, should that not also prevent internal calls?

Thanks for all your help!

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MiVoice Office 250/Mitel 5000 / Re: 1 Agent ID in 2 Hunt Groups at the Same Time

« on: May 10, 2021, 05:52:28 PM »

That was it. Thank you very much!

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MiVoice Office 250/Mitel 5000 / Re: 1 Agent ID in 2 Hunt Groups at the Same Time

« on: May 10, 2021, 02:24:52 PM »

Forgive my ignorance, but where is the skill group located with MiVoice 250 programming? Specifically, we are on version 6.2.3.53 (2016). Thanks for the help!

15

MiVoice Office 250/Mitel 5000 / 1 Agent ID in 2 Hunt Groups at the Same Time

« on: May 10, 2021, 12:50:25 PM »

The Application
We are attempting to put all of our Agent ID's into 2 hunt groups at the same time. Right now we have 2 hunt groups, one for hardware and one for software. The agents are split where some take hardware calls and some take software calls.

For the time being, they would like to have all agents in one queue. This may not be forever, so I would like to keep the hunt groups separated in case we need to back track. My thought is that if I put all of the agents in both hunt groups, when they hunt in they can take calls from both queue's. We are only using one employee as a test to start.

The Problem
The problem we are having is that when the employee finishes a call in one queue, it puts him back at the top of the OTHER hunt group even though he just finished a call.

Example: Hunt Groups are 2271 and 2273. The agent finishes a call that came from 2271. Even though other agents are available, the next call that goes to 2273 will go to him.

Both hunt group's search type are set to "Longest-Idle", but it appears that it is not working correctly. When we first implemented this test, it worked correctly for a day. But now it follows the same pattern. Any ideas?