Messages

1

Mitel MiVoice Business/MCD/3300 / Micollab audio issues with IVR

« on: June 17, 2024, 08:24:14 AM »

Hi there,

We have recently switched from an on-prem Mivoice phone system with physical MITEL handsets to a MiVoice Business cloud solution and MiCollab softphones

Our contact centre have reported a strange issue where they call a destination and almost always always the call is answered by an IVR. The initial greeting is fine in terms of audio quality, however once they press an option from the menu, ie. 1,2 etc then they get the next message but it's at this point that the audio becomes crackly/robotic/distorted.
Didn't have a clue what this means or what to do about it until one of the users discovered that if they place the call on hold as soon as they hear the distorted audio then immediately take it off hold, the audio quality is perfect.
This method has been tried and tested each and everytime the users run into audio issues when navigating through customer IVRs.
Anyone know what this means ? Is it something to do with SIP invite/reinvite or is that completely irrelevant ?

Thanks in advance! :-)

2

Mitel MiVoice Business/MCD/3300 / Audio drop on teleworker phone

« on: January 16, 2023, 04:39:58 PM »

Hi there,

We have a number of users working remotely with MITEL 5320e handsets setup in teleworker mode, connecting to our MBG (handsets MAC addresses added) physically connected to their home routers via a PoE injector

One of these users has been setup for months but suddenly today, she has reported that when she dials an external number, the audio is OK for around 3 seconds then suddenly she can't hear anything from the other end, but strangely they can still hear her ?
She's adamant that nothing has changed and also she is the only one of our teleworkers that is having an issue...all other users setup in teleworker mode continue to work without an issue.

So the call doesn't drop or disconnect as the other end can still hear her but she just cannot hear them..this is regardless of the handset or headset being used too
I'm abt to send her another 5320e phone but is there anything else that could be causing this ?

Her ISP is Virgin and her router is a HUB 3

Thanks in advance

3

Mitel MiVoice Business/MCD/3300 / Phone stuck on DHCP Discovery

« on: July 05, 2021, 06:59:01 AM »

During the pandemic,we configured some telesales staff so that they could take MiTEL 5320e desk phones home...I believe they are using Teleworker licences and are connected to their routers over ethernet via a PoE injector.

All have been working absolutely fine for ages until suddenly one day last week, two of them, the phones don't boot beyond DHCP Discovery...and they just stay on that screen and get no further
All other users are unaffected

For these two users all other devices are getting IP addresses Ok from the router, including laptops, phones etc...just the Mitel 5320e phones cannot get past DHCP Discovery
It maybe conincidence but the two users affected have SKY routers. like I say has been working for months...until suddenly last week...these aren't the only users with SKY though..others with SKY continue to work OK
I was considering trying a different router for the purposes of testing but I know SKY are fussy about which 3rd party routers would work

Any ideas ?

Many thanks in advance!