MiVoice Business - Migrate ACD agents from 53xx phones to 69xx phones

 Gotta be easy right?

After all, you are just changing the type of handset, right?

Nothing Mitel is ever easy - you should know that by now.

The problem for some customers is that they use traditional ACD and this continues to work well for them. The user has a phone with an extension, all the keys setup etc, then they use an agent ID to log into an ACD skill group.  Wouldn’t you expect it to continue to work on any new phone released?

Well traditional ACD is not supported on Mitel 69xx handsets. They decided only Hot desk ACD would continue to work. There is no easy way to convert a traditional agent to be hotdesk ACD.

Here is what is required.

For instance a user has extension 350 that everyone knows and calls them on. It shows up in people’s busy lamp fields and in the directory. It uses a Full ip device license. They login to ACD using agent ID 1350.

In order to retain that extension number it has to be turned into both a hot desk ID, but to use ACD the agent ID has to be identical. The process.

Log the agent (1350) out.

Delete the agent name out of the telephone directory to prevent the system complaining later.

Take the agent out of the skill group.

Got to Agent ID’s and delete the agent.

Next find extension 350 and delete it. The system may complain about deleting it if you have certain keys configured, so clear the keys.

Now create a new base phone to hotdesk into. I suggest numbering it something like 3#50. It will be IP device only (so it won’t take a license), set the model type and COS/COR as usual. Put the MAC of the phone in the device details.

Next recreate phone 350. Tick the boxes for Hot desk User and for ACD agent. Set the model the same as the base phone. Set the PIN as the agents login pin. Save it, then add whatever keys you need.

Go back to the Skill Group and add the new agent 350 into the group.

You should now have a 69xx handset that is sat waiting with an extension displayed of 3#50 and a Hotdesk soft key. Login as 350 with the appropriate pin and away you go.

John Rogers

www.oneszeros.biz

Getting Mitel 69xx Phones connected to MiVoice Business

'I don't know why I haven't recorded this sooner. I have to go looking for it in various forums every time I touch one of these systems (which is rare I get a new one).

Make sure your PBX has option 125 setup correctly to issue DHCP to the phones. Depending on the system this may be in ESM, it may be in MSL, it may be on a Border Gateway or other Mitel server or it may be on your network DHCP server.

There are then two ways to setup the PBX, either for the PBX to automatically offer extension numbers to new phones or to manually assign them. Due to the type of work I get I am usually manually assigning them, so pop the mac address in the extensions settings.

When the phone is plugged in it will request DHCP, be put in touch with the PBX, pull its config and new software version, reboot and come to life....  probably.

OR it may go through the bootup and not find the PBX and sit there asking if it should upgrade from the internet. Thats what my last one did, so I let it upgrade. Then it rebooted and connected to the PBX, did another reboot and another upgrade before failing to work. It appeared the previous engineer had not setup vlans correctly in the DHCP offer.  That meant a manual intervention.

69xx range have a default phone password of 73738.  This spells RESET on the keypad. When you first boot them up wait until the loading screen is past 20% and you can press the settings button. You can use this method if you want to statically assign the phone.

Ptress Settings

Then Advanced soft key

You can then fill in the options for the IP Address, DNS and call server information.  There is a 123/abc button to switch from digits to letters. When entering ip addresses there is a "." dot on a softkey.

If you come to a phone that is already installed and the password is not the default this is because the PBX gives it a new password and can lock the phone once its installed.  In the Mitel ESM check the SYSTEM SECURITY MANAGEMENT - PHONE ADMIN PASSWORD.

The same password is in use for the Web UI.  The webUI may be turned off, but it can be enabled from the PBX's maintenance commands 

pd send <extension> enable_web

pd send <extension> disable_web

The WebUI is particularly useful for seeing what the phone screen looks like as users can be poor at describing faults. This one lets you grab a view of the phone screen. You also have trace capability, not so useful in MINET mode but useful for tracing SIP calls.

John Rogers

Ones and Zeros

+44 (0)116 303 3714

www.oneszeros.biz