Messages

1

Mitel MiVoice Business/MCD/3300 / Re: Mitel 3300/MiVoice Business - Calls answering into on hold status

« on: January 15, 2024, 10:32:48 AM »

@Gambler - yes it does

@Bioreit - will take a look, thank you!

2

Mitel MiVoice Business/MCD/3300 / Mitel 3300/MiVoice Business - Calls answering into on hold status

« on: November 30, 2023, 05:40:10 AM »

Hi,

We've had the below symptom reported by multiple users:
-External caller calls a ring group
-Internal agent answers call
-Call is immediately put on hold, and is unable to be taken off (pause symbol appears next to caller number, and hold button is greyed out and unable to be pressed)

Background info:
-Mitel 3300
-SBC is a Ribbon Sonus SWE Edge
-Users use softphone via the MiCollab desktop / mobile phone app.
-The Trunk provider has already had a look over at their end and can't see anything unusual.
-Have also raised a case with the ISP as we have had wider issues recently and they report no issues on the line.
-Recently disabled Silence Supression on the SBC, but this symptom was occurring before the change was made.
-Ring group is set to "Ring All"
-I have been generating logs from the SBC to LX for a while now, and have not been able to identify anything of interest.
I do have a suspicion this may be someone else picking up the call and essentially "beating" the other agent to picking up the call, then when they answer there is nothing there for them to grab. 
If anyone has any ideas on what this may be or best next steps that would be great. Thanks!

3

Mitel MiVoice Business/MCD/3300 / Re: Answered calls from ring group being placed on hold - Softphone

« on: November 30, 2023, 05:13:51 AM »

I'm seeing this same issue, did you ever find the root cause of this?
This happens to us across the softphone on the MiCollab mobile app and desktop app.
When they answer a call that rings the ring group, it immediately puts the call on "hold" and the hold button is greyed out so they are unable to resume the call.

4

Mitel MiVoice Business/MCD/3300 / Re: Sorry, softphone disconnected because the incoming audio stream was interrupted

« on: November 30, 2023, 05:12:15 AM »

Looks like turning off Silence Supression on the SBC has resolved this 

5

Mitel MiVoice Business/MCD/3300 / Re: Sorry, softphone disconnected because the incoming audio stream was interrupted

« on: November 22, 2023, 09:26:17 AM »

Thanks, I will give that a go! 

6

Mitel MiVoice Business/MCD/3300 / Sorry, softphone disconnected because the incoming audio stream was interrupted

« on: November 22, 2023, 05:02:25 AM »

Hi,
 
We are seeing issues with our MiCollab system wherein users seem to be presented with an error on both the Mobile App and the Desktop App in the middle of a call, "Sorry, softphone disconnected because the incoming audio stream was interrupted".
 
We are using Mitel 3330 with MiVoice Business.
 
There is no specific timeframe or length of call before they are presented with this. 
We have turned off SIP ALG on the firewall.
 
Has anyone seen this before/have any recommendations on what we can check?