ACD SIP Softphone

[Joe King]

Hi
Mitel docs not too clear for this
I have MiCollab 9.1.3, MiCC 9.3 and MiVB 9.0 SP3

I have ACD Agents who have a MiNet softphone ( 5020 IP Device only ) and a hotdesk extension.
I have amended the template to include the ACD SIP Softphone and Teleworker. Created a .csv file for the agents I want to upgrade and run the /usr/mas/bin/migrateusers.py shell cmd

I am using web ignite and have the SIP phone ticked for phone options with the correct extension entered.

however the softphone stays in DND there is no presence for "in the office"

normal MiCollab SIP softphones users work fine using the same deployment profile.

Any ideas please.

dont really want to delete all the agents

Thanks in advance

 

[kwbMitel]

Generally the Hotdesk Agent IS the softphone. It needs to be created as such from Micollab with option for Hotdesking User, ACD Agent, and Enable SIP Softphone all checked. (the last two options cannot be modified on a built phone. The can only be enabled when the user is created.

I don't know how to make your scenario work.

 

[benny89]

On the MiCollab Client blade. Under Accounts, select the user and tick the box for reset dynamic status.
you may need to delete the old 5020 number and then do a line monitor refresh.

 

[Joe King]

Thanks for your replies. Turns out you need to clear the YSE cache if you are upgrading from MiNet to SIP. Be nice if they documented this.

Mitel Tech support advised the below for this YSE error

Delete the cached YSE profile, relaunch YSE to create a new file

1. Exit YSE
2. Using Windows Explorer navigate to C:\Users\Logged_In_User\AppData\Roaming, you will see - YSEAppProfile.xml
3. Delete the YSEAppProfile.xml file.
4. Launch YSE and test your change again

If this doesn’t work, then follow the below steps to clear the cache:

1) Navigate to C:\ProgramData\pfdscache
2) Delete any files starting with CACHE (in this instance the cache contains the foreign key constraint)
3) Log out of YSE (if Open)
4) Stop and Start the Service named MiContact Center Configuration Manager - to generate a new cache.
5) Login to YSE and from the Ribbon click Tools Tab at the top
6) Click on Reset Clients - This will push the 'new' CACHE to all the clients