Messages

1

Mitel Software Applications / MICC Contact Center Client and Ignite stats

« on: October 02, 2025, 10:13:07 AM »

Looking at MICC Contact Center Client - Queue Now and Ignite for the same queue, it displays 6 Idle agents, when in fact there is only one Idle agent and 8 in SysMKB.
The totals display 6 Available, 6 Idle, 2 Unavailable.

I'd expect it to display 1 Available, 1 Idle and 8 Unavailable.

Our partner has rebooted the server several times, worked with Mitel to sort it out and Mitel's response is "This is normal operation"
Partner says "They have had many requests to change it but it would be in a future release. Currently you are at 10.2 and it could go up to 10.2.0.9 but its best for now if we leave it at this version"

Anyone else see this in their stats?
Are we to just accept that the stats are wrong? It makes the Real Time displays useless.

2

Mitel Software Applications / Re: MICC Ignite SSO

« on: September 24, 2025, 12:14:41 PM »

thanks for the responses.

3

Mitel Software Applications / Re: MICC Ignite SSO

« on: September 05, 2025, 12:50:27 PM »

Default Attribute Mappings: Login is mapped to samaccountname which should be exactly what we want, yes?

We're talking about Ignite, which is in MiCC servers, and different than MiCollab, or does that push through from AD/Azure=>MiCollab=>MiCC & MIR?

4

Mitel Software Applications / Re: MICC Ignite SSO

« on: September 05, 2025, 09:18:29 AM »

Thanks, we're being told we can't just turn it on, we'll have to rebuild the servers from scratch? Could this possibly be true?

5

Mitel Software Applications / MICC Ignite SSO

« on: August 29, 2025, 02:17:00 PM »

Can someone point me to the document that explains where and how to set up SSO for MICC, specifically Ignite?

Thanks!
Al

6

Mitel MiVoice Business/MCD/3300 / MiVoice Business Console - Caller ID

« on: July 18, 2025, 03:50:42 PM »

How do I change the outbound Caller ID on MiVoice Business Console?

7

Mitel MiVoice Business/MCD/3300 / Which log file

« on: July 09, 2025, 11:58:43 AM »

Which log file would we look at to see who and when an ARS entry was deleted?

8

Mitel Software Applications / MiCollab Modified Fields

« on: May 08, 2025, 11:44:20 AM »

Since we upgraded MiCollab to 9.8.3.1-01, the U records in Bulk Provisioning now list a slew of fields instead of the one or two actually updated in Active Directory. I'm told that's just how it is now. Is there a setting that we can change to just show what was actually modified? Knowing this will help us either prevent those records from flowing to MiCollab as we don't need it, or understanding the update and saving the record.

9

Mitel Software Applications / Re: YourSite Explorer programming time periods

« on: May 08, 2025, 10:56:51 AM »

We're doing it this way, see screen shots. This is the after hour treatment for our Helpdesk.
The subroutine works left to right, so it filters until it finds a match.

10

Mitel Software Applications / Call Accounting

« on: May 08, 2025, 10:48:13 AM »

We're looking to replace our Call Accounting app (Jazzware). Can anyone recommend options? We need general reporting, costing and PMS interface for posting of calls for hotel guest folios.

Looking for easy interface, scheduled reporting, friendly and knowledgeable support staff.

11

Mitel Software Applications / Security Roles

« on: March 13, 2025, 12:15:49 PM »

​Can we set up YSE access to only allow access to modifying a Schedule in a Subroutine or update a prompt?
We'd like to hand ownership of these tasks to Call Center Managers.
I don't see anywhere in Security Role to limit access to these tasks.

12

Mitel Software Applications / Re: MiCC Database SMDR Data Queries

« on: February 24, 2025, 10:11:15 AM »

Is there a single repository for CDR data? We have a hybrid cloud solution across the Reston and Dallas data centers, plus two backups onsite, multiple EX controllers, 20 AX controllers and have struggled with our Call Accounting provider to filter out duplicate call records.

If we wanted to query all the call records across all these devices, is there one single database for it?

13

Mitel Software Applications / Ignite Make Busy codes

« on: January 31, 2025, 03:33:52 PM »

I can see how to add Make Busy codes in YSE.
Is there functionality to let the Agents create them Ad Hoc?
Ex. Working Ticket 12345

Or I create the "Working Ticket" part and let them add the ticket number.

14

Mitel Software Applications / Re: MiCollab Availability

« on: January 31, 2025, 10:51:42 AM »

Looks like this setting may control this. Anything I need to know before enabling this, or will it just work without negatively impacting everyone?

MiCollab Client Service/Presence Privacy Configuration Settings/Presence Privacy Service = Enable

15

Mitel Software Applications / MiCollab Availability

« on: January 31, 2025, 10:11:16 AM »

I set schedules in MiCollab webclient, but they don't change my Availability. It continues to show In The Office. It seems pretty intuitive and I set it according to a Mitel training video exactly.
How do we get this to work?