Mitel: My pin codes are showing up under extensions

[Belinda Frick]

Query:

I have a Mitel PABX and I am using pin codes and my one department does not show under the User reports. This department logs into a call group to receive calls.

Explained:

If you log into a call group on your Mitel PABX, the login changes your physical extension number to a virtual extension number (login code). This is not a pin code it is a virtual extension. To see these calls you cannot pull a user report, you need to pull it by extension.

The Mitel also have the pin code feature. This allows you to access the phone to make calls.

In TNG, the user name is linked to a pin code and an extension description is given for an extension.

If you draw the User Detail report (in TNG), not specifying any user names, it will list the calls made from the extension without using a pin code under a 'blank' user.

If you draw an Extension Detail report (in TNG) without selecting anything, it will list all the extensions with extension names and under the list of calls for that extension, the user name will appear if a pin code call was made from the extension. This means the extension total includes a call made by a pin code user. Therefore when using pin codes you should not use extension report to show call costing for a person.

TNG reports information either by User or Extension, not a combination.

If you have TES and it was setup for users, this means if there are user details linked to the call (pin code calls), it will load this. You will have an extension number and the user name linked to the pin code. If no user details, it will use the extension details.

In TES you can use the Summary report by Company and Order by Branch. It will display a report with summary for example Cape Town, if you click on the link it will list all the departments and if you click on for example Customer Care it will list all the extensions linked to Customer Care.

This report thus combines the user and extension calls per department as per your request. The important thing is to have the correct department linked to user or extension in TNG.