Messages

1

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.

2

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?

3

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.

4

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

5

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?

6

Mitel MiVoice Business/MCD/3300 / Re: Direct Inward Dialing Service

« on: January 14, 2025, 04:57:32 PM »

Thanks, we'll be upgrading any day now. Looking forward to getting past some issues.

7

Mitel MiVoice Business/MCD/3300 / Re: Direct Inward Dialing Service

« on: January 06, 2025, 05:26:29 PM »

If there was an Line Key appearance of that extension on a phone that was deleted, would it still remove the DID entry associated with the main phone? And if so, why?

 

8

Mitel MiVoice Business/MCD/3300 / Re: Direct Inward Dialing Service

« on: January 06, 2025, 04:13:22 PM »

The only thing I see there is me adding the entry back in.

9

Mitel MiVoice Business/MCD/3300 / Re: Direct Inward Dialing Service

« on: January 06, 2025, 04:01:03 PM »

Which log and where is it found?

10

Mitel MiVoice Business/MCD/3300 / Direct Inward Dialing Service

« on: January 06, 2025, 03:30:26 PM »

Every once in a while, an entry in the DID table disappears. Callers just get a failed call.
There are only two of us with access aside from the vendor and we're certain we're not deleting it.

Is this a known issue or is there a log that can tell us who deleted and when?

Thanks!
Al

11

Mitel Software Applications / MIR/Powerplay - Station MBG Setting/Archiving calls

« on: December 31, 2024, 10:38:23 AM »

Two questions here.
1. How can we check/set the MBG recorder server setting without going to the physical phone? Our phones lose this setting, we haven't figured out why and the only way we know to check/add is to drive to the location, check it and reconfigure it. While it seems easy for the agent to do it, we can't rely on that.

2. We archive calls after 1 year. We've found there's no file structure to easily retrieve a specific call. Is there an archive setting that will name the files by date/agent/queue? Can we leave the just the XML file on the server so Call Center Supvs can at least provide the Conversation ID so we can easily find and restore the call?

Thanks, Happy New Year!

12

Mitel MiVoice Business/MCD/3300 / Department & Location fields - best way to manage

« on: October 24, 2024, 09:47:35 AM »

Can someone point me to a doc that explains how Department and Location fields are populated and used in MiCollab and MiVB, or offer a quick explanation?

We see it in several places:
MiCollab - User Tab, as a drop down selection
MiVB - User Profile Tab as a free typed entry
MiVB - Telephone Directory
MiVB - Departments & Locations as a table we believe gets populated when MiVB fields are populated.

We want to clean up the database; fill in the blanks, correct spelling, eliminate duplicates, (ex. Human Resources, HR, Hum.Res, etc.).

Also since we sync new employees using AD, Mitel IO, Azure, can we push that data from AD?

13

Mitel MiVoice Business/MCD/3300 / NuPoint Unified Messaging Info Default

« on: October 08, 2024, 01:57:52 PM »

How do we change the Unified Messaging Information - UM Audio Encoding from default ADPCM to MP3?

Is that part of a template? We don't see that option and it has to be manually changed. It also seems to change back to ADPCM when we modify settings in the mailbox.

14

Mitel MiVoice Business/MCD/3300 / Media Hub training

« on: October 04, 2024, 10:07:18 AM »

Are the courses on Mitel's Media Hub just a link to the Student guide? I started to take MiCollab System Administrator Self-Study - (MUG Only) course and it's not a course, it just presents the 350p student guide.

Same with the Emergency Services course, although the Primer course was more of a "course" and not just "read the manual"

Am I missing something?

15

Mitel Software Applications / MICC ACD Inspector

« on: October 03, 2024, 11:43:43 AM »

When I search for the last few days of Agent Login events, (10/01/2024-10/03/2024) I get results. If I expand the dates back a couple weeks (09/01/2024-10/03/2024), (changing no other criteria) I get zero Agent Events. i do see Queue Events, though that's not what I need.

If I search single days, I get results.
If I search single days, 10/1, 10/2 or 10/3 I get results for each day
If I search range 10/1-10/3 I get only results from 10/1
If I search range 10/2-10/3 I get results for both days
If I search range 9/1-9/30 I get no results
If I search single day 9/15 I get results


What would cause this?