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Mitel MiVoice Business/MCD/3300 / Re: Lost Reporting Access in CCMWeb After Recreating ACD Agent Extension
« on: December 01, 2025, 12:28:38 AM »
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Mitel MiVoice Business/MCD/3300 / Lost Reporting Access in CCMWeb After Recreating ACD Agent Extension
« on: November 25, 2025, 03:30:36 PM »
Hello
So I had to recreate an extension (ACD Agent) in Mitel from scratch. I added them back to all the correct ACD Agent Skill Groups.
They can access the Mitel CCMWeb but in the past they were able to login to it and download any type of phone reports he wanted.
Since recreating the extension this option is not available anymore. Just seeing how I can check the permissions?
Thanks
So I had to recreate an extension (ACD Agent) in Mitel from scratch. I added them back to all the correct ACD Agent Skill Groups.
They can access the Mitel CCMWeb but in the past they were able to login to it and download any type of phone reports he wanted.
Since recreating the extension this option is not available anymore. Just seeing how I can check the permissions?
Thanks
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Mitel MiVoice Business/MCD/3300 / Re: ACD Agent Not On CCC Wallboard
« on: November 25, 2025, 03:27:39 PM »
Thanks, all sorted
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Mitel MiVoice Business/MCD/3300 / ACD Agent Not On CCC Wallboard
« on: November 20, 2025, 05:54:45 PM »
Hello
I've configured an ACD Agent in MiVoice Business thats been synced and is showing in YourSiteExplorer. Under Contact Center Client I have a profile with a bunch of ACD Agents but I can't add in this specific ACD Agent's extension there to the Agent State Of Time so I can see when they have logged in and out of the queues. I have configured this user the same way as another. They aren't showing in the Contact Center Client or Ignite, is there any places I should double check? Is it a Licensing thing?
Thanks
I've configured an ACD Agent in MiVoice Business thats been synced and is showing in YourSiteExplorer. Under Contact Center Client I have a profile with a bunch of ACD Agents but I can't add in this specific ACD Agent's extension there to the Agent State Of Time so I can see when they have logged in and out of the queues. I have configured this user the same way as another. They aren't showing in the Contact Center Client or Ignite, is there any places I should double check? Is it a Licensing thing?
Thanks
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Mitel MiVoice Business/MCD/3300 / Re: De-Assign Console Softkey
« on: October 28, 2025, 09:01:36 PM »
We managed to work it out. We setup a dummy extension. Say 7501, set that to Call Forward to our external number
Managed to find where to push a full sync in YourSiteExplorer so the extension shows there. And just changed it on the Workflow, seems Ok now.
Thanks for your help
Managed to find where to push a full sync in YourSiteExplorer so the extension shows there. And just changed it on the Workflow, seems Ok now.
Thanks for your help
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Mitel MiVoice Business/MCD/3300 / Re: De-Assign Console Softkey
« on: October 28, 2025, 07:44:22 PM »
One thing we were going to try is setup just a Dummy Extension say (7501) Have this dummy extension under Call Forwarding Profile route to our external number
Then in YourSiteExplorer under Workflows, we locate the IVR and just change the 7990 number to be 7501.
Now...I set the extension up in MiVoiceBusiness Server, how long does it take for it to appear under the Extensions Tab in YourSiteExplorer? Should it be instant or do I need to wait a few hours?
Then in YourSiteExplorer under Workflows, we locate the IVR and just change the 7990 number to be 7501.
Now...I set the extension up in MiVoiceBusiness Server, how long does it take for it to appear under the Extensions Tab in YourSiteExplorer? Should it be instant or do I need to wait a few hours?
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Mitel MiVoice Business/MCD/3300 / Re: De-Assign Console Softkey
« on: October 28, 2025, 04:36:11 PM »
No it doesn't allow me. If i make the softkey blank under Console Softkey Form it says
Cannot delete prime key appearance.
If I make the IP Console Number under IP Consoles blank it says Directory Number is a required field
I took the MAC Address off this number 7990 and assigned it to a different number in IP Console. I even setup a new number under IP Consoles and gave it the mac from 7990, still can't delete 7990 because of this Prime Key Apperance. I even put a new number in like a random number like 7954 to replace 7990, still doesn't work.
Setup a new number in Telephone Directory and I still have problems.
All I am wanting to do is pull 7990 and set it to Call Forward to an external number under Call Forwarding Profile but i cant because of this Console Softkey thing
I have gone to the actual device itself where MiVoiceBusiness Console is installed, i list the priority of the softkeys I can't change the key on there either only the list of priorities. So softkey 2 which is 7990 which is also the IP Console i set that last in the list of priority softkeys but it doesn't help
Cannot delete prime key appearance.
If I make the IP Console Number under IP Consoles blank it says Directory Number is a required field
I took the MAC Address off this number 7990 and assigned it to a different number in IP Console. I even setup a new number under IP Consoles and gave it the mac from 7990, still can't delete 7990 because of this Prime Key Apperance. I even put a new number in like a random number like 7954 to replace 7990, still doesn't work.
Setup a new number in Telephone Directory and I still have problems.
All I am wanting to do is pull 7990 and set it to Call Forward to an external number under Call Forwarding Profile but i cant because of this Console Softkey thing
I have gone to the actual device itself where MiVoiceBusiness Console is installed, i list the priority of the softkeys I can't change the key on there either only the list of priorities. So softkey 2 which is 7990 which is also the IP Console i set that last in the list of priority softkeys but it doesn't help
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Mitel MiVoice Business/MCD/3300 / De-Assign Console Softkey
« on: October 27, 2025, 08:10:11 PM »
What is the best way for us to de-assign a Console Softkey in MiVoice Business.
We are attempting to de-assign the extension 7990 but we get the following error (see attached photo)
If we try and change the 7990 softkey number we get the following error (see attached photo)
Thanks
We are attempting to de-assign the extension 7990 but we get the following error (see attached photo)
If we try and change the 7990 softkey number we get the following error (see attached photo)
Thanks
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Mitel MiVoice Business/MCD/3300 / Re: Mitel Incoming Calls Notifications/Alerts?
« on: October 22, 2025, 06:59:08 PM »
Yes I found it, was in our MiCC under WorkFlows. All good, thanks!
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Mitel MiVoice Business/MCD/3300 / Mitel Incoming Calls Notifications/Alerts?
« on: October 22, 2025, 12:07:49 AM »
Hello
I don't know if anyone can help with this, but we use Jira for our ticket system and we basically any time an end user calls our IT Support Line it will then automatically generate a ticket in Mitel of the said extension that is calling and if a voice message is left if we don't answer it makes a ticket for that.
I am just seeing would this be something we can change in the back end of Mitel? Possibly in the MiVoice Business Server or Mitel MiCollab Server settings or more so on the ticket site of things? I had a look around but I am not entirely sure. It's like a notification setting somewhere?
Thanks
I don't know if anyone can help with this, but we use Jira for our ticket system and we basically any time an end user calls our IT Support Line it will then automatically generate a ticket in Mitel of the said extension that is calling and if a voice message is left if we don't answer it makes a ticket for that.
I am just seeing would this be something we can change in the back end of Mitel? Possibly in the MiVoice Business Server or Mitel MiCollab Server settings or more so on the ticket site of things? I had a look around but I am not entirely sure. It's like a notification setting somewhere?
Thanks
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Mitel Software Applications / Re: Setting up ACD Agent in MiCollab Client
« on: September 08, 2025, 09:59:57 PM »
Hello
We have pre-provisioned the VM's and setup the MiCollab. Agents logged in with Ignite to test, seems OK.
The manager wanted to know if there is a way to actively listen to the calls live with MiCollab Client/Ignite? It appears there is a way through the hard phone to do it?
Thanks
We have pre-provisioned the VM's and setup the MiCollab. Agents logged in with Ignite to test, seems OK.
The manager wanted to know if there is a way to actively listen to the calls live with MiCollab Client/Ignite? It appears there is a way through the hard phone to do it?
Thanks
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Mitel Software Applications / Re: Setting up ACD Agent in MiCollab Client
« on: September 03, 2025, 01:32:26 AM »
Thanks, yeah it seems to be Ok now with the Skill Levels. I remade the Extensions. I'll do some further testing and report back if i got any questions or issues
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Mitel Software Applications / Re: Setting up ACD Agent in MiCollab Client
« on: September 02, 2025, 11:08:07 PM »
Ok cool.
Yes I see the user in YourSiteExplorer is showing under Employees and also under Agents. I think that looks to be OK there? It's synced over from the MiCollab Server to YourSiteExplorer.
One thing I have noticed. In my MiVoice Business Server under ACD Agent Skill Groups I have added the member there and I can set the Skill Level. For instance I have set the Skill Level to 1.
In YourSiteExplorer under Agent Groups. If I add the user there it doesn't let me adjust the skill level? I set the user to present and the skill level to 1 and save but it keeps reverting it to 0. I am not sure why that is. I have even disabled the Softphone.
And just with logging into Ignite. It keeps telling me to check my Credentials cause the login is wrong. In the users extension/profile in the MiCollab Server under Authentication Section. I have the Login as 9599 and I set the Password/TUI Passcode there. I reset the password but still cant get into Ignite.
I can try again if you have any ideas and confirming that is the right place for the Ignite Credentials or do I change this elsewhere?
Thanks
Yes I see the user in YourSiteExplorer is showing under Employees and also under Agents. I think that looks to be OK there? It's synced over from the MiCollab Server to YourSiteExplorer.
One thing I have noticed. In my MiVoice Business Server under ACD Agent Skill Groups I have added the member there and I can set the Skill Level. For instance I have set the Skill Level to 1.
In YourSiteExplorer under Agent Groups. If I add the user there it doesn't let me adjust the skill level? I set the user to present and the skill level to 1 and save but it keeps reverting it to 0. I am not sure why that is. I have even disabled the Softphone.
And just with logging into Ignite. It keeps telling me to check my Credentials cause the login is wrong. In the users extension/profile in the MiCollab Server under Authentication Section. I have the Login as 9599 and I set the Password/TUI Passcode there. I reset the password but still cant get into Ignite.
I can try again if you have any ideas and confirming that is the right place for the Ignite Credentials or do I change this elsewhere?
Thanks
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Mitel Software Applications / Re: Setting up ACD Agent in MiCollab Client
« on: September 02, 2025, 08:47:24 PM »
Hi sarond
I appreciate the response. Yes I managed to get this one working and setup. Calls are coming through on the MiCollab Desktop App. I can ring through to it and call out.
A couple of things
- Is there anyway to identify if a call comes through which ACD Skill Group/ACD Queue it belongs to? I think this is managed in Ignite but I want to know how I can set the extension up in Ignite?
- Also how can we Log the extension On and Off?
On MiCollab App I have the Softphone option, I think it seems if I turn that off/on that toggles the login or is that managed through Ignite? I just wanted to be sure
Thanks
I appreciate the response. Yes I managed to get this one working and setup. Calls are coming through on the MiCollab Desktop App. I can ring through to it and call out.
A couple of things
- Is there anyway to identify if a call comes through which ACD Skill Group/ACD Queue it belongs to? I think this is managed in Ignite but I want to know how I can set the extension up in Ignite?
- Also how can we Log the extension On and Off?
On MiCollab App I have the Softphone option, I think it seems if I turn that off/on that toggles the login or is that managed through Ignite? I just wanted to be sure
Thanks
15
Mitel Software Applications / Setting up ACD Agent in MiCollab Client
« on: September 02, 2025, 05:20:25 PM »
Hello
We have some ACD Agents starting overseas for our Customer Care Team. I want to know what the best approach is for setting them up. For the team we have here (based out of Australia). We have a Mitel 5330 Desk Phone that the team will login to with there Hot Desk Agent and they can make and receive calls and its integrated with the Ignite platform.
For the ACD Agents overseas, we are looking at the possibility of getting them to login to a VM to access what they need to access. In terms of the phone, can an ACD Agent be setup in the MiCollab Desktop Client. How can I go about doing this and enabling the Softphone.
I have two servers I use for setting up users. MiVoice Business and the MiCollab Client Server. There is another which is the Mitel Standard Linux server, but I'm not 100% sure about that as I don't have enough experience in there. I have set up a user and pushed out the MiCollab Client before, but that was just for a regular extension. I haven't done this for an ACD Agent before.
Do we send over a Desk Phone? Or we can get it working with MiCollab Client and just want to know if that works OK with the Mitel CCMWeb/YourSite Explorer reports we have setup that captures data on the number of calls answered/abandoned for an ACD Agent. Does it seem to work OK with the MiCollab Client?
Any help would be great
Thank you.
We have some ACD Agents starting overseas for our Customer Care Team. I want to know what the best approach is for setting them up. For the team we have here (based out of Australia). We have a Mitel 5330 Desk Phone that the team will login to with there Hot Desk Agent and they can make and receive calls and its integrated with the Ignite platform.
For the ACD Agents overseas, we are looking at the possibility of getting them to login to a VM to access what they need to access. In terms of the phone, can an ACD Agent be setup in the MiCollab Desktop Client. How can I go about doing this and enabling the Softphone.
I have two servers I use for setting up users. MiVoice Business and the MiCollab Client Server. There is another which is the Mitel Standard Linux server, but I'm not 100% sure about that as I don't have enough experience in there. I have set up a user and pushed out the MiCollab Client before, but that was just for a regular extension. I haven't done this for an ACD Agent before.
Do we send over a Desk Phone? Or we can get it working with MiCollab Client and just want to know if that works OK with the Mitel CCMWeb/YourSite Explorer reports we have setup that captures data on the number of calls answered/abandoned for an ACD Agent. Does it seem to work OK with the MiCollab Client?
Any help would be great
Thank you.
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