MiCollab 9.1 1

[wizkid66]

Hi All,

My company are currently in the process of converting our physical handsets to MiCollab, we have previously migrated from an SX200 to a MiVB/3300 and have been using Mitel for a number of years, so thought as the Covid situation isn't going away we would upgrade to MiCollab so that people can work from wherever they feel safest.

The MiVB/3300 is 9.1
The MiCC is 9.2.3.0
The MiCollab Server is 9.1.3.202
The Micollab Client is 9.1.363


We are having a few issues with the migration, which my maintainer has provided some solutions for but they seem OTT to me.

1st Transfer/conf

To perform a Transfer or Conference call we have to add 2 Multicall call keys to the UC-client in the MiVB for the same ext.

This seems like a standard phone feature to me and I wouldn't of expected to have to go to each ext and program keys manually, with the rollout having just over 300 users, this is going to be very time consuming.

2nd ACD Users

A couple of our teams operate in ACD, so that they can control the flow of their calls, and we can report using the MiCC platform, so we can plan agent staffing and the supervisors can monitor what is going on.
We have been told that we need to roll Ignite webclient out to each ACD agent & Supervisor so that they can use features such as "make busy" is this the case? as the agents don't normally have access to the stats and the supervisors normally use Contact Center Client to monitor what's going on.

3rd Multicall Keys of a different DN

Some teams (ACD & Non ACD) have a Multicall key on their phone for a different DN so that they can accept calls from another DN, this isn't possible on the UC-Endpoint/softphone.


Sorry to winge on and rant, if anyone has any ideas of how to get round these problems I would be extremely grateful for any response.

Stuart.

 

[Valamagules]

Hi wizkid66

1st Transfer/conf
Since MiCollab client operates as a SIP softphone, it will require a multi-call key on itself to use as a 2nd line for transfer/conference.
SIP softphones are single line "devices".

Easiest way is to a bulk copy in the User & Services form under the Keys Tab.
Simply assign the multicall key to a user on Key number 2 and copy that across all uses.
Don't worry about the extension number, it will match up to each individual extension automatically.

2nd ACD Users

Unfortunately MiCollab softphone does not support ACD features like Make Busy , etc, hence the reason why Ignite Web client has been proposed.
Ignite Web Client will give you these functionality and MiCollab will handle the call process.

3rd Multicall Keys of a different DN
Softphone does not support button keys, so this will not be possible.




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