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 

Mitel Phone Programmable Keys 5312 5324 5330 5340

I yesterday found I could not remember how the programmable keys lay out when the phones are connected to a MCD or 3300 system.  Its easy on the 5000 as the programming interface gives you a picture of the phone and labels the keys.  On the 3300 however I was left to search the manual to figure it out.

Remember that button 1 is never free to use as the extensions own number is stored under it, so keys will always start at button 2.

On the 5312 the confusion comes because the web interface for the system numbers the keys from 2 at the top of the page down to 12 at the bottom, but on the phone it is the other way round.

On the 5324 the key numbers go right to left and bottom to top. This does not match the layout in the web interface at all.

On the 5330 which has page banks for the keys, you need to remember they go bottom to top in blocks of 8. Again this does not match the web interface.

Here is an attempt at a diagram

5312 keys
Top of Phone
12
11
10
9
8
7
6
5
4
3
2
1-Reserved

5324 keys
Top of Phone
24          23
22          21
20          19
18          17
16          15
14          13
12          11
10          9
8            7
6            5
4            3
2            1-Reserved

5330 keys
Bank 1
8
7
6
5
4
3
2
1 - Reserved

Bank 2
16
15
14
13
12
10
9

Bank 3
24
23
22
21
20
19
18
17

5340 - Has 16 keys per bank
Bank 1
16                 15
14                 13
12                 11
10                 9
8                   7
6                   5
4                   3
2                   1 - reserved

Bank  2
32                 31
30                 29
28                 27
26                 25
24                 23
22                 21
20                 19
18                 17

Bank 3
48                 47
46                 45
44                 43
42                 41
40                 39
38                 37
36                 35
34                 33

PKM 48
These will number on from the last number on the host phone. The numbers run from bottom to top on each row starting from the left hand row.


Let me know if any of this is wrong. Just done the most common phones here but if you want others adding, let me know.

John Rogers
Telecom Care Ltd

Extending call forwarding time

Here's a little tip for those of you frustrated that the system forwarding timer on the Mitel / Inter-tel Axxess / 5000 is global.
If you have a user who has a system forward to voicemail, but wants a longer timer than all the other users, do this.
Create them their own system forwarding path. Put their own extension in as forwarding point 1 and the voicemail application as forwarding point 2.  This has the effect of ringing their phone for the global system forwarding time + the no answer advance time before going to voicemail.  Simple really.

www.telecomcare.net

Outsourced engineering

Are you a telecoms dealer who is finding it more and more difficult to train engineers to the required standard of a particular manufacturer. Are the scenarios below familiar to you?

• We won't sell you this solution until you have got an engineer (or two) through this two week training course at a cost of £3000 + Wages + Hotel + loss of productivity.

• We know this bolt on piece of software is dead simple and only has 10 settings, but we won't take a support call on it when it appears to have bugs, because your engineer hasn't done the 30 minute online course at a cost of £150.

• I did put my engineer through a course, but since it then took me another year to actually sell the widget in question, he no longer has any idea how it works.

If the above sounds familiar, then head over to our website and take a look. Because we offer white label engineering services on behalf of a number of dealers, we see the products on a more regular basis than may be the case within a single dealership. So this makes it worth our while to both keep up with training and to train more engineers.

Telecom Care Ltd

We are currently fitting

Mitel HX 5000

Mitel Call Director (3300)

Mitel Customer Service Manager

Xarios Phone Manager

Mitel Border Gateway

Mitel Unified Communicator

NEC SVM

We have experience on older systems such as

Ericsson (Aastra) Businessphone

Siemens HiPath

Samsung DCS, IDCS

Toshiba