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Hi All, I may be in the wrong area here and happy to repost if needed but looking for some guidance. I have a group of user roles for an organization with varying levels of access. eg. Admin, Team Leader, Reporting, Agent, etc. One of these roles has the option to view statistics in the...

Hi All, I may be in the wrong area here and happy to repost if needed but looking for some guidance. I have a group of user roles for an organization with varying levels of access. eg. Admin, Team Leader, Reporting, Agent, etc. One of these roles has the option to view statistics in the...

Hi All, I am currently having an issue for a customer who has created a voicemail box for a ring group so that when calls are not answered, the user can leave a message and the team will get an email notification with the message in it. When the customer created the mailbox, it was not...

Hi Guys, I am having an issue at the moment with one of the controllers in my cluster. All trunks in the PRI trunk group are showing as Not Seizable. I have reset the controller a couple of times with no luck. I have busied the trunk group and returned to service. I have also busied Cabinet...

Hi Guys, Having an issue with a new site that we have relocated to. Users are programmed on a controller that has been disconnected for the time being (ver 7.2) but are all resilient to another system in the cluster (ver 8.0 SP3 PR2). the new site is using 6930 handsets as well as some old...

Hi All, I am having issues using the migration tool to upgrade a box to version 9. I have just loaded a fresh install of version 8 onto a box and restored a backup. I can access system admin tool using the customers username and password but when I try and access the migration tool, it tells...

Hi All, Weird one that you may be able to help me with. In MiCollab under bulk user provisioning, when I go to select the user template I want, not all of the user templates are available to select. I tried to create a new template but even that won' show up when creating the user. Any...

hi all, I am trying to set up an MBG for SIP for a customer but I can't get a solid SIP trunk connection. On the SIP trunking page, it as a red X next to status with the reason: non-INVITE transaction failure. I have tried to search for the meaning of this reason with no luck. Does anyone know...

Hi All, I am trying to upgrade a MXE from 7.2 (13.2.0.17) up to the latest version of 9 (9.0.1.23) but I keep getting the error message saying "this version of migration tool is invalid. the minimum MiVB compatible load is 9.0.0.176." from googling I think this may be because of my file...

Hi All, I have recently had to do a reboot of one of our Mxe (version 8.0 SP3 PR2) and since we have been having an issue where users from that controller are no longer able to be dialed from the MiCollab client. when I try to dial one of the users, the call window pops up but shows 0...

Hi All, We have a customer site that are using AD authentication when logging into MiCollab Client but currently any AD user is not able to log in. the get the error - “The login ID or password you provided is incorrect.” Users that are not AD integrated, which is only their ACD users at the...

Hi All, last week we had one of our controllers rebooted which caused the phones to fail over to another controller on a different software level (not ideal but upgrades have been delayed). When the phones failed over, they downloaded the firmware from the resilient controller, showing with a...

Hi All, I am currently having issues with a remote directory number I cannot get rid of. I have removed the user from it's original network element using MiCollab and have gone to create it again on a new one with the same number but it says the number is a remote directory number. When I go...

Hi All, I have recently created a new IVR with all new queues, queue groups and agent groups. all went into production over the weekend but now they have noticed that half of the new queue's don't show up in the interactive visual queue. I have compared the settings for the queues and they...

Hi All, Hopefully I quick one. I am running some reports for a client and just need to know where the settings are set. I am running the "Queue Answer Spectrum by Period" and "Queue Handle Spectrum by Period." I know if I go to the queue in YourSite explorer I can see the answer spectrum...

Hi All, Hopefully an easy question just to see if something is possible. I have noticed that when monitoring queue's using the interactive visual queue tool, it show abandoned calls for the last 24 hrs or so. Is it possible to change this so that it only shows calls for the current day? Just...

Hi All, I have a user who has advised that they are no longer receiving call history logs in their MiCollab Client. I have been doing a bit of research and found someone with a similar issue. The person was using MiCollab 7.1 and wrote the following: I ended up stopping the user's MiCollab...

Hi All, I am having a new issue where when a user tries to call the emergency number, it is taking 10+ seconds for the call to connect. All other calls connect in a normal speed of about 1 second. I have checked the ARS call progress tone detection and can see the max wait for a tone is set to...

Hi All, I am currently having issues where users are reporting that the micollab call window is not coming up on monitored lines. The user is a EA and monitors multiple lines using multicall keys but she is unable to see which line the call is coming in for and who is calling due to no call...

Hi All, I am having an issue on a customer site where calls to a number in DND state aren't doing what they want. when the number is in DND and dialled internally, it shows out of service. when the number is dialled externally, it follows the call routing and goes to voicemail. They have...