Mitel CSM contacts list format (Callview)

I came across this question today from a customer;

'What is the file format of the contacts import in the CSM server?'

When I looked for the answer it was buried deep in the help file of the CSM Server and not at all obvious.
The file is a six field csv file.  The format is,

Phone number or email, Name, Custom field 1, CF2, CF3, CF4

So a phone number entry might be

01165291911,Bobs Hardware,Bob Hammer,512345

An email contact is defined by an @ at the beginning of the line, so it might look like

@sales@bobshardware.co.uk,Bobs Hardware,Bob Hammer,512345

The fields are matched on calls and emails and the custom fields can be included in reports, so for instance including custom field 2 in the report might result in the customers account number (512345 in the example above) being displayed in a report or used in a routing rule.

The amount of characters allowed per field is set as 255,50,50,50,50,50

John Rogers
Telecom Care Ltd

SMDR (Call Logging) output viewing on the Mitel 3300 (MiVoice Business)

When I looked around the internet for instructions on viewing the smdr output from the 3300's web interface I found a lot of conflicting and disjointed advice.  I thought I would gather it together for my future reference.

I am often in the situation where I am remotely connected to the web interface of the system, but can't telnet, so viewing the real time output is not possible.  But the maintenance command window does allow you to see historic smdr records.

The basic command you could use is -
LOGSYS READ SMDR ALL

This is a bad idea!!!!!!   The system will attempt to output the whole SMDR file onto your screen. The last time I did this there were 20,000 lines of information stored in the file and it took 30 minutes to complete the process.

Usually you will make a test call and then want to see the SMDR output, so you could do this -
LOGSYS READ SMDR NEWEST 20

This will output the last 20 call records and your test call will likely be among them for you to view.

What if I knew the call I was looking for had taken place in the last hour and came from a Nottingham (area code 0115)  number?  In that case I could narrow down the records returned by using the MATCH feature.

LOGSYS READ SMDR NEWEST 200 MATCH 0115

This will take a bit longer to complete as the newest 200 lines have to be searched and just the ones containing 0115 returned to the screen.

Perhaps the examples above will now allow you to make more sense of the section from the manual reproduced below.
LOGSYS READ followed by the qualifiers below

<logname> ALL
<logname> ALL MATCH <string>
<logname> INTO <filename> ALL
<logname> INTO <filename> ALL MATCH X
<logname> NEWEST X
<logname> NEWEST X MATCH <string>
<logname> INTO <filename> NEWEST X
<logname> INTO <filename> NEWEST X MATCH X
<logname> OLDEST X
<logname> INTO <filename> OLDEST X
<logname> INTO <filename> OLDEST X MATCH X

If you know of any other useful lognames that can be inserted above, then please let me know!

John Rogers
Telecom Care Ltd

Mitel Border Gateway tracing

Not being very familiar with linux or the command line I thought I would set down how to do a packet trace on a Mitel Border Gateway as i have been asked to do it on several occasions now.

This captures all the packets going in and out of the interfaces and outputs them to a file which can be read by wireshark.  You are going to need PuTTY (or some other ssh client), WinSCP (or other SCP client) and Wireshark.

Use PuTTY to bring up a command line interface on the MBG and log in as root.  No I cant tell you the root password, it was set by the installer when the MBG was first installed.

At the prompt type   > tcpdump -s0 -i any -w  capturefile.pcap

You can now make calls and keep the capture running until the event or error you are tracking occurs.

To stop the trace type CTRL-C

The file 'capturefile.pcap' will now exist in the root directory

Fire up WinSCP and log into the MBG.  WinSCP provides a file explorer type interface which you can use to get into the root directory and find the capturefile.  Drag and drop it into your harddisk.

The file can now be opened in wireshark for analysis.

John Rogers

Telecom Care Ltd

Loading Xarios Contacts into the Server

If you are using Xarios  and want to add global contact details to the server, there is a function to allow you to do this, but no documentation in the application server manual.

If the site is  on Xarios V2.  This allows you to import a csv file of numbers, names, company names etc.  This is then shown in the call banner when the person calls in.

What it does not allow you to do is see the company contacts in your address book, So you can use it to show who is calling in, but not as an address book for dialling out.

On Xarios V3 the server contacts can be shown in the phone manager address book.

First prepare a csv file.  Each line should have fields comma separated with quote marks around text fields that may have spaces in them.

The first field must be the phone number and the second must be the contact name, further fields (Up to 8) can be added.

e.g.

07989000000,"Scott Millord","Support 4 U"

Next right click on the Xarios server icon in the system tray and select ‘Application Settings’

This opens the web interface, log in as usual

Select Phone Manager / Contacts

The contacts screen allows you to specify the location of your contacts file, and you can either import when you click save, or you can specify a schedule for the server to pick up the info.

You will not see the info on the client unless you change the settings on the client banner.

Right click on the banner and select ‘settings’.

The dialog allows you to add extra fields to the banner, so for instance adding ‘server contact name’ would cause the banner to display ‘Scott Millord’ and then adding ‘server field 3’ would cause the banner to display ‘Scott Millord | Support 4 U’ when the cli was recognised.

Hope this helps!

www.telecomcare.net

What if my database wont load back to my Inter-tel Axxess?

We had a little glitch with a customer this week.  They called in initially to say their voicemail wasn't working, but then decided the whole system had stopped.
After guiding the customer through some diagnostics the engineer went to site.  The cpu (V9.122 CPS) was resetting and not coming back online.
Then engineer was given a backup the customer had done a few days before.  He defaulted the CPU and attempted to upload the database.  The upload failed.  He put the database through the database test and repair tool and tried again. The database would still not upload.
Eventually he upgraded the database to put it onto a bigger CPU he had in the vehicle and got the customer going, even though the system was now unlicensed and would reset every four hours.

On return the original database was tried in a spare CPU and would not upload there either.  We eventually opened the database offline. That worked fine.  We saved it again under another filename and attempted to upload it to the original CPU. That worked.  The CPU went back to site and was put into the customers system.

So the moral is, the database test and repair tool may not correct all errors.  Opening the database offline and then using the database save option is what got it fixed.

Less of these Axxess out in the field now, but still, you may be happy to find this post one day!

John Rogers

Telecom Care Ltd

Overflowing into an individual mailbox. Mitel 3300

We had a request for a customer with a 3300 and embedded voicemail to be able to do the following.

Call comes in to a Ring group with two members.  After 10 seconds,
Call Overflows to a Ring group with four members.  After 10 seconds,
Call Overflows to a users personal mailbox (Not a group mailbox).

Once a call is in a ring group it is not affected by call rerouting locations, it just follows the ring group timers and overflows. It seems impossible to divert it straight into a phones individual mailbox without ringing the phone or having the phone on permanent call divert.

Here is what we did.

If you dial the voicemail pilot number and then dial #mailbox number you get dropped straight into the mailbox. Would this help?  The target mailbox was 2020

We did the following.

Create a hunt group with no members and a pilot number of #2020
Set the reroute always on #2020 to be the voicemail huntgroup(5555)

Create an ACD skill group 8001
Create an ACD path assignment 8000.  The settings to add to that path are;

           Primary Agent Skill Group - 8001
           Interflow Enabled - Yes
           Interflow Timeout - 1 sec
           Interflow Point Directory number - #2020

Create the second ring group 8051 with the four members in it and overflow it to 8000 (The ACD path)
Create the first ring group 8050 with the two members in it and oveflow it to 8051.
Point the DDI number at 8050.

The call follows the overflows and exists to an ACD path with no agents logged in. The ACD path interflows to group #2020 which being on reroute to voicemail, signals the #2020 to the voicemail, which dumps the call in mailbox 2020.

Painful isn't it!

Anyone who has a more elegant solution, we would be glad to receive your comments. But this at least works.

John Rogers
Telecom Care Ltd

Restarting the Embedded Voicemail Mitel MCD

Method 1:
Sometimes it just seems as though nothing you are doing, even though you are sure it is right, is having any impact on the behaviour of the voicemail.  "If only I could reboot it! But that will mean the system is down for 15 minutes" you think to your self.

Well you can reboot the embedded voicemail. You need either a serial or ssh connection to the system. If you use PuTTy then connect to port 2002 with the protocol listed as Raw.

Use the same username and password as you do to enter the web interface.

At the prompt issue the command

iPVM_Stop()        The system will respond with 'iPVM stopped'

Then issue the command

iPVM_Start ()      The system will respond with 'iPVM starting'


This will definitely have to be used if you carry out something like changing the amount of voicemail ports enabled.

 

  Method 2:

The other way to restart the voicemail which may be easier if you are offsite, with limited access, is simply to do a system backup and tick the box to include voicemail messages.
When the system does a backup of the voicemail it takes it out of service and then puts it back into service after the backup.
John Rogers

Telecom Care Ltd