EHDU with Micollab Softphone

[Rich Mckevitt]

Hi - I have agents that are set up to use the Micollab Softphone and all works fine but when I add an EHDU licesne to the agent it seems to stop the Micollab soft phone from working. By adding this EHDU it changes the number on the Softphone (bottom Right in MIcollab) to the mobile and when they log on to Ignite they cant select the Micollab. Nor will it allow then to initialise the softphone in the micollab.

We are on MIVB 9.1 SP2, MiCollab 9.2.0.104-01 and MICC 9.3.1.0

Does anyone have any ideas?

Cheers



Many thanks Richard

 

[Rich Mckevitt]

Removing the EHDU doesnt do anything either!

See pic attached after removing the EHDU
Many thanks Richard

Many thanks Richard

 

[kwbMitel]

You cannot do what you seem to be trying.

You cannot associate an EHDU with an Agent. An EHDU can be an Agent all by itself but that would be completely separate from the Softphone agent.

You cannot get both to ring at the same time for a single call.

 

[Rich Mckevitt]

Hi thanks for the reply. I didnt want them to ring at the same time. More that the agent can choose when logging in to Ignite which device would ring (it is more for backup should our Micollab go down like it did last week due to a Firewall issue in our HCI network). I have so for managed to find a workaround by setting up an Employee with Agent ID 78200 for Softphone and 7*8200 for EHDU as example.

This then allows the agent when logging in to Ignite to choose 78200 and Softphone or Deskphone and 7*8200 then can choose EHDU. See pics attached.

Its not ideal and would be much easier if Mitel thought through their designs a bit more but hey ho!



Many thanks Richard

 

[kwbMitel]

Yes, you can setup separate Agent ID's for Softphone and EHDU. I didn't want to bore you with details earlier.

It would be inadvisable to be logged into both at the same time.

Toggling between them is fine.

If you havent done so already, I would look into setting up the EHDU by dialing into the system via the Hotdesking Access Number which would allow you to login the agent even if Ignite was down or inaccessible.

 

[Rich Mckevitt]

Hi. We have set up the EhDu as a dial in for agents also so we should be good to go

Cheers

Rich

Many thanks Richard