Frequently Asked Questions

  1. How can a partner identify the cause of an issue?

    Answer: The partner has access to the logs sent by the end-users when they submit an issue using the Issues and Feedback option of the Mitel Assistant application. The partner also has access to the CloudLink gateway logs and the PBX logs. These logs might include some information related to a reported issue. The logs sent by end-users when they submit an issue can be accessed by partners by using the CloudLink accounts console under the Support Logs section. The logs from the gateway can be found under the Gateway section. It is recommended that partners review these logs and look for the term Error.

  2. What is required before contacting Mitel Support?

    Answer: Having a report of the logs is useful before contacting Mitel Support. The logs from the Mitel Assistant application are already available in the account console. It is recommended that Administrators download these logs and have them available before contacting Mitel Support. For the CloudLink-to-Teams Presence Integration feature, the Administrators must contact Mitel Support.

  3. Their own presence displayed to users in MS Teams web or desktop client (in their own avatar), or the presence of another user displayed in the MS Teams mobile app might not be what is displayed in the Mitel Solution (for example, user might be busy on the phone, and displayed as Busy in the MiCollab client or Mitel One as well as on the PBX desk phones, but shown as Available in the MS teams client).

    Answer: There can be a delay of a minute or more before the updated presence is displayed in the MS Teams client. Sometimes, the updated presence is not displayed until there is a user interaction; for example, the MS Teams client might show the updated presence only on clicking a user. This is a limitation of MS Teams and Mitel has raised the issue with Microsoft support channel. Also, the MiCollab client does not show the PBX user presence, only PBX line presence. For example, the user might appear Available in MiCollab client while they are Busy in MS Teams.

    Therefore, It is recommend to use the new version of the MS Teams client.

  4. Do the precedence state vary for MS Teams and CloudLink applications?

    Answer: Yes. MS Teams and CloudLink combine presence from multiple sources; for example, when you log in to an MS Teams client, MS Teams shows your presence as Available, and when you place a call using the PBX, CloudLink shows your presence as Busy. You can explicitly set your presence in either application.

    A user can have multiple presence sessions because the user can be on multiple Teams clients (desktop, mobile, and web) or be using multiple services in CloudLink, which generates multiple presence states. Each Teams client has an independent presence session and the user's presence is a combined state from all the sessions.

    Similarly, an application can have its own presence session for a user, based on which the application updates the user's state. CloudLink presence is also combined in a similar fashion and CloudLink combined presence is synchronized with MS Teams as the CloudLink application presence.

    The following is the precedence for how session states are combined :
    Table 1. Precedence for how states are combined
    MS Teams CloudLink Applications

    • User-configured > app-configured (user-configured state overrides others)

    • Among app-configured: Do not disturb > Busy > Available > Away

    • Away > Do not disturb > Busy > Available > Offline > Unknown

  5. In Teams when the presence status of the user is Available, and the user's state is Away in the Mitel One application, or Absent in the MiVO400 PBX, the Away status might not be displayed in Teams. Why?

    Answer: The status Available in Teams has a higher precedence than the status Away (set by an application).

  6. Does the Presence Integration feature support multiple Azure AD tenants for a CloudLink account?

    Answer: Multiple Azure AD tenants are not supported for the same CloudLink account.

  7. Why does the 'please try again' pop-up re-appear when a user tries to log in to Mitel Assistant?

    Answer: A workaround for this issue is, click the Pop out app icon and then enter the credentials when prompted.

  8. What could the reasons be for users not being able to log in to CloudLink and for SSO not working?

    Answer: There are two ways of onboarding users into the solution. If you are using the Azure AD Sync (SCIM) integration, it may be that integration is not enabled for the account, the user may not have been provisioned in the SCIM application in Azure AD, or if you are sending welcome emails to users, they may not have, as required by the email, set a CloudLink password. If you are using SSO, there may be an issue with the configuration. Recheck all aspects of the Azure AD integration in the CloudLink accounts console.

  9. What if SSO works for some users, while it does not for some others?

    Answer: The CloudLink email address of the users in the CloudLink account must match their User Principal Name or the primary email in Azure AD.

  10. What if presence is synced for some users but not others?

    Answer: Confirm that the CloudLink email address of all the user in the CloudLink account matches either the User Principal Name or the primary email in Azure AD. For MiV5000, ensure that a CloudLink role is assigned to the subscriber through the PBX web admin or Manager application. The CTI role must be used in most cases.

  11. What if no telephony application (such as the MiCollab client or Mitel One) launches when clicking the call button to place a call in Mitel Assistant?

    Answer: Confirm that the end-user has configured an application to handle the Tel-URI protocol (see above).

  12. Why cannot calls be placed from the MiCollab client or the Mitel One client by clicking the audio call icons/buttons in the Calls section of the MS Teams client?

    Answer: MS Teams includes a phone service natively (which depends on the MS Teams license), but the audio calling functionality is not part of the Mitel integration. To place calls using MiCollab or Mitel One client, either use the Mitel Assistant add-on, or click the user and then click one of the phone numbers listed in user's contact information.

  13. What phone numbers are displayed in Mitel Assistant for a user?

    Answer: The phone numbers of a contact displayed in the Speed Dial contact lists includes numbers of the Business Phones, Home Phones, and the Mobile Number.

  14. How long does it take for the combined presence to be reflected in MS Teams after the CloudLink-to-Teams Presence Integration feature is enabled for an account?

    Answer: It takes a few minutes for the combined presence to reflect in MS Teams after the feature is enabled.

  15. The Mitel Assistant application is not displayed in the Azure AD gallery. The application is also not listed in the Enterprise application list. Why?

    Answer: Mitel Assistant is an MS Teams application. Unless an MS Teams Administrator has added it to the Azure AD gallery using the MS Teams administration portal, it will not be displayed in the Azure AD Gallery.

    The application will be listed under Enterprise applications only after end-users/admins add the Mitel Assistant to their MS Teams client.

  16. When you manually set the presence status in MS Teams to Away or Available and then place a call from or to the contacts associated with MS Teams, the status in MS Teams does not synchronize with the state of the phone. Why?

    Answer: The user-configured state in MS Teams overrides the app-configured state. Hence, the presence state set manually (Away or Available) takes precedence over the presence state of the phone.

  17. What if the CloudLink-to-Teams Presence Integration feature that was working for an account stops working?

    Answer: In Azure AD, verify that the client secret is valid in the Certificate & Secrets section. (Home >> App Registrations >> {App Name} >> Certificate & Secrets)

  18. After registering and configuring an application in the Azure app registration portal, does the Administrator need to grant consent to the application?

    Answer: Yes. The Global Administrator of Azure AD must grant consent to the application to authorize the application within the Azure app registration portal.

  19. What if the user is not able to view the Call History tab after logging in to CloudLink?

    Answer: The Administrator of the account must ensure that the PBX integration with CloudLink is enabled for the user and the user is logged in to CloudLink.

  20. How can I do a quick check if the CloudLink-to-Teams Presence Integration feature is not working for an account?
    Answer: As an Administrator of the account you must ensure the following:
    1. The new application is registered in Azure AD and the necessary permissions are granted.
    2. The Global Administrator of Azure AD has granted consent to the application.
    3. Client secret is generated and validated.
    4. MS Teams Integration is added in the Account Console.
    5. The CloudLink-to-Teams Presence Integration feature is enabled.

    For more information, see the MS Teams Integration section in the CloudLink Accounts Console User Guide.

  21. Why do I see NOT AVAILABLE against contacts when attempting to add a speed dial?

    Answer: Only contacts with one or more Home, Business or Mobile number fields filled, can be added as Speed Dial's. Contacts without a valid number will display as NOT AVAILABLE.

↑