Recent content by mackaltman

Billz66, the old site was a decade ago, which had very little advancement. However, I will admit that's a possibility.

Thanks a lot!

@kwbMitel From my understanding, we would be able to utilize an alternate agent code in our current setting? Essentially, the user would have to hang up, perform the action, and call the customer back? Can you point me in the right direction to obtaining the information to do this? Currently...

@Waldosworld, Would hotdesking be a best practice for a call center? Essentially, recording laws prohibit the recording in some states where two-party consent is required. We are aiming to stop the recordings if this is the case.

Currently, the application must have the Silent Monitor feature enabled in order to receive calls. Is there a way to program keys to disable this?

My apologies. Yes, how do I stop recording a single call on demand?

When I was younger, I worked for a large corporation, which is currently ranked in the top 25 on the Fortune 500. That said, I now work for a smaller company; however, we have a call center as well. While working for my former employer, I was able to dial a few digits on my phone in the event I...

@kwbMitel a lockout does not restrict external access so I did not consider it as a solution. @lowradiation Thanks! I will look into us getting Nupoint. While all Mitel products are pricey, I'm sure getting that would be minimal compared to a different system altogether.

Acceptable" is a matter of opinion. Ultimately, the question still stands, "Does Mitel allow the capability of disabling an external caller from accessing the voice mail system?" If it doesn't, I'm okay with that. I can legitimately advise we need to switch to a different system; however, I want...

Dial by Extension: Y Dial By Name: N

To stand by idly with the notion that [0-9]{6} is secure, would be irresponsible of anyone. In regards to the user, this is why IT exists, and why IT Security professionals are high in demand. Unfortunately, we have to think for the user (even the "brightest" of them). For example, let's say a...

The problem is they can get to the voice mail box, which is a problem. If I am understanding your respond correctly, you are saying retricting the VM ports from outdialing will only not allow them to dial out from a voice mail box; however, they will still be able to check the messages? Why is...

With all the talk of voice mail systems being compromised, I was wondering if it were possible to disable external access to the system, voicemail or otherwise. While I understand the general rule of thumb is to modify the admin's password, voice mail boxes generally have only a few numbers to...

Thanks a lot! This definitely worked. I apologize for the frustration.

My apologies. I guess I'm so used to being told no. So, when you say create keys on the phone. What keys would I be creating? Currently, each user is setup as a Multicall and then a member of various ring groups. Would I need to change the DIS from a ring group to a Multicall? If not, how do...