MUG Newsletter: February 2018 Issue

A few selected articles from the February 2018 issue are presented on this page. To read the full issue, click the button below. Back issues can be found in the Archive box at right.

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Taking control of ring groups within MiCollab

By Mitel Communications, December 2017

MiCollab makes it easy for customers to access and customize their ring groups through their MiCollab client - something that not all vendors offer or support within their UC client (including Microsoft and Skype for Business). Whether it's PC, Mac, Web, or Mobile MiCollab users can easily control their ring groups via a single click or tap of a button.

Click below to read more on the available Quick Start Guides:

From the MiContact Center Business tip desk…

By Patrick McDowell – MiCC Customer Advocate

The goal of being in business is to make a profit and to make a profit you need to have a smoothly operating business. To ensure your MiContact Center Business system operates as efficiently and “smoothly” as possible, it includes an enhanced alarm framework. The MiCC alarm framework will help you stay ahead of any issues that could cause service interruptions by covering a wide variety of configuration, performance, and status alarms.  It should be closely monitored to ensure your server is running optimally at all times.

You can monitor the alarms by having them emailed to you (or a group of people) or viewed through the RSS feed accessible in several of the client applications (YSE, CCMWeb, CCC). They can even be monitored by 3rd party SNMP monitoring tools – all different ways to give you the peace of mind that your server is running properly. Each alarm has an associated MiContact Center Knowledge Base article that describes the alarm, events that can cause it to trigger, and the steps you can take to resolve the alarm. The majority of the alarm default settings are ideal for the majority of contact centers, however; each business is in its own way unique. You may need to tweak some of the alarms for situations specific to your site - your goal being to make sure there are none!

The first thing I always do when investigating any issue on an MiCC server is to review the current alarms – they give a good view into the current “health” of the server. For a complete listing of all available alarms and links to the individual description/resolution articles for each alarm, click here.