Recent Posts

31

Mitel MiVoice Business/MCD/3300 / Re: ACD Call Path

« Last post by bvtech on May 15, 2025, 01:08:08 PM »

10.0.2.10 is the current software.

It seems to me that the issue is when Path 1 is unavailable and reverts over to path 2.  Path 2 will not transfer the call to the correct extension mailbox when path 1 does not answer.  If I change the DID number so that path 2 answers immediately, then pressing 1 goes to the correct destination.  It has something to do with the handoff from path 1 to path 2.

32

Mitel Software Applications / New to This forum and MItel

« Last post by Huggy bear on May 15, 2025, 01:02:16 PM »

Hello all, I was not sure where to place this since i am new to forums in general.
I am new to the IT world and the use of Mitel.
My question is:
I did get a request to fix the voice mail that is being directed to the users' email and from there the user listens to it on their machine.
Where do i go in the settings to fix this, so i can help this user.

1.point me in the right direction/ path to fix
2.Is there any more info needed
3.thank you

I would have looked at our documents, but the previous IT team didn't do much of that and i will make documentation


Some info
IP phone is a Mitel 5320e
Micollab
MiVoice Business

33

Mitel MiVoice Business/MCD/3300 / Re: MiVB PMS over IP

« Last post by johnp on May 15, 2025, 12:06:59 PM »

With ip pms, system has only one address and yes the pms system should send it to address and port depending upon vm or pms and perhaps listen on smdr. Therefore anything intermediate should handle any changes required

34

Mitel MiVoice Business/MCD/3300 / Re: ACD Call Path

« Last post by johnp on May 15, 2025, 12:03:30 PM »

What version of software is running?

35

Mitel MiVoice Business/MCD/3300 / Re: ACD Call Path

« Last post by bvtech on May 15, 2025, 10:46:03 AM »

I set up ext. 1551 with VM ports I created a new vm HG as 6105 and added 1551 to the HG.  I made 6105 the Interflow Point Directory for Press 1.  when path 1 (1111) is unavailable the Unavailable Answer Point Directory Number is 1112 (Path 2). What I see in the display of 1551 is No Ans from 1111.

36

Mitel MiVoice Business/MCD/3300 / Re: ACD Call Path

« Last post by ralph on May 15, 2025, 07:06:58 AM »

You can try this as an experiment:
Assign a phone the same COS as your VM ports.
Create a new VM hunt group and put the phone in it.
Use the hunt group as the target for your "Press 1".
See what comes up on the display. 
That should tell you what mailbox it's actually trying to go to.

Ralph

37

Mitel MiVoice Business/MCD/3300 / Re: ACD Call Path

« Last post by bvtech on May 14, 2025, 09:40:18 PM »

There is no overflow path programmed. Might that be the problem? What I find bizarre is that when I call in to the number that is answered by the main AA, I can dial path 1 and with no agents logged in it goes to path 2 where I can dial 1 and reach the correct mailbox. However, when coming in directly to the ACD phone number I do not end up in the correct mbox, just to the main AA.

38

Mitel MiVoice Business/MCD/3300 / MiVB PMS over IP

« Last post by ZentheAlien on May 14, 2025, 06:22:33 PM »

You guys might need to get out the crayons to explain this to me, lol. 
Hospitality system, existing with a PMS system set up and running.  Customer needs to insert a 'Device Master', with a new IP address in between the PMS and the Mitel controller.  Spent a load of time digging around manuals and I can't find where the Mitel has the PMS IP address in order to change it.
My conclusion is therefore - it doesn't.  It just sends the information out the designated ports, and it's up to the PMS or this new device to listen, intercept, and send to those ports.

Is this correct? 

39

Mitel MiVoice Business/MCD/3300 / Re: ACD Call Path

« Last post by ralph on May 14, 2025, 04:02:31 PM »

The message is going to go into the last path it actually queued to.
So pressing 1 is probably sending you to a mailbox that it thinks is the number for the overflow path.

Ralph

40

Mitel MiVoice Business/MCD/3300 / Re: ACD Call Path

« Last post by bvtech on May 14, 2025, 12:15:25 PM »

Thank you for the information, however this still did not work.  When agents are logged in but do not answer, the call goes to RAD 1 which plays a greeting.  After 1 minute a second RAD plays with a different message.  After another minute, RAD 3 plays which does present the option to press 1 to go to voicemail.  That works just fine.  When agents are logged out, or the path is unavailable, calls are sent to the second path which plays a fourth RAD Greeting announcing that no agents are available and to press 1 to leave a message.  It is at this point that pressing 1 goes to the Main AA.  The company answers as 3 different business. The main business answers with the Main AA.  It's not a problem I guess to have it go to the Main AA.  It is easy enough for them to forward any messages.  I just wish it would work the way I want it to.

Incidentally, with interflow enabled and the timer set this causes the call to go directly to the mailbox before completing the RAD greetings.  The path unavailable answer point number plays the main AA greeting regardless of the extension number programmed.  It works with the 2nd path number programmed, but does not forward to the appropriate mailbox. 
The system equipment is being installed on Friday so I will probably just be content to let the messages go to the Main AA.