Configuring extension port options for IVR Routing

For procedures for adding extensions, see "Adding extensions"

The following procedure takes place in IVR Routing > Extensions.

To configure extension port options
  1. Select an extension and click the Port Options tab.
  2. Configure the Port Options as follows:
  3. After Workflow, click the Browse button and select the workflow to associate to the extension.
    Note:

    UPiQ ports do not allow you to select a workflow. Instead, you engage UPiQ ports by assigning an UPiQ subroutine to the Connect to Caller activity. See "Configuring the Connect to Caller activity".

  4. After Port State, select either Normal or Emergency from the drop-down list.

    Select 'Emergency' as the port state only if this port is associated to a workflow that is configured to have an emergency path. You can configure a port state as 'Emergency' when applicable either within YourSite Explorer directly or by using a Management Plan remotely.

  5. Select the Trusted Service Level check box to set the service level for the 5020 IP port to 'trusted'. This step is necessary if you are using MiVoice Business 5.0 or greater otherwise, do not select this check box.
    Note:

    In order to set the trusted service level in YourSite Explorer, you must have already enabled write-back functionality on the media server. (See "Enabling write-back functionality"). If you do not have write-back enabled, you must set the trusted service level on the telephone system, instead of in YourSite Explorer, by logging in to the 3300 ICP, navigating to 'User and Device Configuration', clicking the extension for which you want to set the service level, and, on the Profile tab, selecting 'Trusted' from the drop-down list beside Service Level.

  6. After Remote Server, if this is a remote port, click the Browse button and select the remote media server on which IVR Routing is configured.
  7. After MiTAI / MiAudio Local Binding IP Address; select the appropriate IP address from the drop-down list.
    Note:

    This option is used if you have more than one NIC and want to specify which one is used for MiTAI/MiAudio, for example, if you have a voice and data network split.

  8. Click Save.
    Note:

    If, after you configure and save the extension, it does not come in to service, check to see if the appropriate services are installed and running. For Inbound and RAD ports, the appropriate service is the MiContact Center Inbound Router Service. For UPiQ ports, the appropriate service is the MiContact Center UPiQ Service. For Outbound ports, the appropriate service is the MiContact Center Outbound Router Service. If you discover the service is not installed, it may be that you were not licensed for IVR Routing at the time of installation. If that is the case, re-run the Mitel Contact Center Configuration Wizard to reinstall the required Routing services.

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