Messages

1

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

2

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?

3

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

4

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

5

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!

6

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

7

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

8

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

9

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

10

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

11

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.

12

Mitel MiVoice Business/MCD/3300 / Re: Sales Phone After Hours Message Not Working

« on: April 23, 2025, 06:25:33 PM »

I believe it is a Business Schedule. This was setup by a previous colleague. We use Mitel YourSite Explorer to set the schedule.

They are closed again tomorrow due to a public holiday. If I just adjust the schedule or remove it then that should work and bounce to after hours? 9700 is the number that goes to Reception.

So if a customer calls up the main number between those hours, presses 2 for Sales it will go to Reception and if its an enquiry for a new vehicle then then forward it to a ring group that rigns the Sales Phones. I hope this helps

13

Mitel MiVoice Business/MCD/3300 / Sales Phone After Hours Message Not Working

« on: April 22, 2025, 07:16:14 PM »

Hello

I have an issue where for some reason when you ring this main number at this Dealership and press option #2 for Sales, even though we have the correct setting at Night Service on the phone console, the call still rings for the caller instead of playing the afterhours message. This happened on Saturday at 1PM where the Dealership wasn't open. However someone had called through and the phone was still ringing.

I checked last night and called after 5:30pm and pressed 2 for Sales and it played the After Hours message. Was there something else I had to set for Night Service or is there somewhere in MiVoice Business I can check?

Here is the schedule I have set and confirmed with the Dealership. For sales I have it set from Monday to Friday: 8:30am to 5:30pm and Saturday is 8:30am to 5pm and if a customer calls then it should go to Sales

But I had the Night Mode on so I am unsure how it didn't play the After Hours message.

Any ideas?

Thanks

14

Mitel MiVoice Business/MCD/3300 / Re: Jabra Pro 930 Audio Issues MiVoice Business Console

« on: November 21, 2023, 11:03:02 PM »

Thanks Ralph

Had a look in Jabra Direct. I had turned off Audio Sleep Mode under "Base" but it didn't do anything

https://imgur.com/a/UHjABMm


And these are the settings we have set under Softphone (PC)

https://imgur.com/a/yPOvNCR




I'll recommend the team to use a Polycom

15

Mitel MiVoice Business/MCD/3300 / Re: Jabra Pro 930 Audio Issues MiVoice Business Console

« on: November 20, 2023, 04:34:28 PM »

Thanks Ralph, I appreciate your response. Yes thats correct, no audio for the first 30 seconds of the call.

I have the team on a Poly Headset or Logitech USB headset to get by for now, haven't had any complaints from the team but I will double check.

When you said messed around with the settings do you remember if it was specifically in MiVoiceBusinessConsole or just the PC Settings? The team is using an Optiplex 3000 machine with Windows 11 if that has anything to do with it. I had disabled USB Power Management and have USB Selected Suspended off. I ensured its the default audio device and device communication. Did a factory reset on the headset as well.

Quite strange it looks OK on another applications but not with Mitel.

Any headset you would recommend as an alternative?

Thanks