Minet Softphone in teleworker mode

[floppy1]

Hi all

vMiVb on MiVb 8.0 SP3 integrated with vMiCollab 9.2

I don’t like to add posts here before I have thoroughly researched Mitel and other documentation as well as posts on this site but I am hitting a brick wall.

This is what I am trying to accomplish please see the link from Mitel knowledge base

http://micc.mitel.com/kb/KnowledgebaseArticle51976.aspx

but the Mitel softphone will not come into service.

We have many Mitel Minet phones, Mobile SIP softphones and SIP phones working on the MBG / MiCollab server

Long and short how do I set up a Minet Softphone to register with the MBG. The extension is set up as a 5020 “ Minet softphone “ added as a second phone in users and services form on the MiCollab server. Set as 5020 Minet softphone in the users MiCollab client and set as teleworker in the MBG.

Looking through posts here and other documentation it seems a pseudo MAC is required so I added MAC address in the users and services form on the MiCollab server as a1:21:00:00:47:45 the extension number is 4745.

I can see this in the teleworker under Minet devices and it is enabled but when using the MiCollab Client I can select the deskphone or the softphone but the softphone will not go into service, the teleworker tab in the client is enabled and these is no option to configure softphone but I understand that’s normal for a Minet softphone.

Just want to use the MiCollab client as an ACD user with a softphone.

Any help would be much appreciated.

 

[619Tech]

Not sure of the 5020 softphone configuration still works on the newer releases. My last deployment used: Hot Desk User/ACD Agent/Enable SIP Softphone for MiCollab for PC Client boxes checked in the MiCollab template. Prior to that, I think the device type was "UC Endpoint".

 

[Billz66]

from memory this only works with 7.3 micollab client

some notes
the minet device isnt a softphone , its a virtual device for the Hotdesk user to log into

the micollab profile for the user needs to have the deskphone client SDK enabled
add additional phone to user in micollab as 5020 ipdevice only
use same cos cor as auto assigned dn (101)
open the micollab account and add the device to the account as minet softphone ( dont publish)
enable acd features in client

assuming micollab 7.3 client ser softphe to be enabled
use teleworker for softphone is enabled

select devices tab
right click deskphone and select hot desk in
enter the device only number for the softphone
enter the acd agent hotdesk login pin

deskphone should show as active
- the hotdesk extension has been logged into the dummy device only

can use the acd toolbar to remove make busy



enable teleworker for that device

If I never did anything I'd never done before , I'd never do anything.....

 

[floppy1]

Hi billz66

We have MiCollab client version 9.2.30 so assume this wont work. It looks like this version will support the new ACD SIP Softphone agent but it looks like we will have to upgrade the vMiVb to 9.1 and the MICC to 9.1 in order to use this.

from MiCollab admin doc

The ACD SIP Softphone can be used together with MiContact Center 9.1 or later and MiVoice
Business 9.0 SP1 or later.

Thanks

 

[Billz66]

Yes thats correct - you have 2 choices

use the old client for users that need the softphone
or upgrade everything and then convert the users to micollab acd softphone

acd agents will also have to be hotdesk if they arent already


If I never did anything I'd never done before , I'd never do anything.....

 

[floppy1]

Hi Billz66

I will try the 7.3 MiCollab client but all of our ACD agents are traditional so will convert the one user to ACD hotdesk and give it a go.

It still begs the question why wont the 5020 register and come into service as a teleworker set.

The pseudo MAC assigned in the user and services form as well as the MBG is a1:21:00:00:47:45 extension number 4745 is this correct ?

Thanks

 

[Billz66]

Mix of traditional and hotdesk agents isnt supported on same mivb

If I never did anything I'd never done before , I'd never do anything.....

 

[floppy1]

Hi Billz66

Not supported but perhaps it will work ? even if it wont I still cant get a 5020 to register with MBG

Perhaps this is SW related vMiVb on MiVb 8.0 SP3 integrated with vMiCollab 9.2

Thanks

 

[Valamagules]

Just checking (as you didn't mention in your post), have you enabled the teleworker option on the App under the Configuration settings?
Then go to the Softphone >> right-click and Activate.

Clever men learns what Wise men shares!

 

[floppy1]

Hi Valamagules

Yes the teleworker tab is set on the MiCollab client the softphone config it's greyed out on the client but I understand that's correct for a 5020 Minet softphone ?

Thanks

 

[Valamagules]

Hi floppy1

The check box beside the "Use Teleworker for Softphone" is that checked (enabled)?
Is there an FQDN in the "Teleworker Gateway" field

Clever men learns what Wise men shares!

 

[floppy1]

Hi Valamagules

This is MiCollab client 9.2

We have many minet 5312 and other phones including MiCollab mobile softphones and MiCollab SIP softphones working via the MBG.

My understanding is that a Minet softphone is considered a Minet device so it is programmed on the user and services form of the MiCollab server as a 5020 with a pseudo MAC of a1:21:00:00:47:45 assigned there as well as on the MBG. It's extension number is 4745 but will not register with the MBG

 

[Valamagules]

MiNet softphone only works with the Legacy 7.3 client, and not with the NextGen client.


Clever men learns what Wise men shares!

 

[floppy1]

Hi Valamagules

It looks like e will need to upgrade the MiVb and MICC to 9.1 then we can use the ACD SIP softphone

Thanks

 

[Valamagules]

Hi floppy1

The legacy 7.3 clients will still function on your system.
Yes, if you want to use ACD softphone via the NextGen client (hotdesk), then you will need that upgrade to 9.

Clever men learns what Wise men shares!

 

[floppy1]

Hi Valamagules

Yes I understand but we may as well bring everything up to latest SW versions anyway.

Just out of interest where would I get and how would I add the 7.3 MiCollab client to out MiCollab server ?

Thanks for your guidance so far

 

[Valamagules]

HI floppy1

Use this link -

https://FQDN/ucs/dl/UnifiedCommunicatorAdvanced.msi

replace FQDN with your MiCOllab FQDN or IP


Clever men learns what Wise men shares!

 

[floppy1]

Hi Valamagules

Thank you

 

[Valamagules]

You welcome floppy1.

Clever men learns what Wise men shares!