Tag - Mitel MiVoice Business

Mitel 5200 Series Set Support Update

Mitel 5200 End Of Hardware Support: What You Need To Know

Following our initial announcement about the end of support for the 5200 series set, Mitel have now modified their position to allow these devices to come into service following the MiVoice Business 9.0 upgrade.

Whilst we expect the phones will operate as normal, the 5200 sets will not have the normal support level. Specifically, this means that, should issues arise after the upgrade to release 9.0, Mitel reserves the right to not fix specific issues isolated to the 5200 series sets operation. 

For customers who prefer a fully supported configuration, then there are 2 options:

  • Transition away from the 5200 series sets to the current desktop portfolio for a fully supported solution. See our Mitel 6900 Series Handset Promotion here.
  • Remain on MiVoice Business 8. Standard Mitel support policy would state that MiVoice Business 8.0 versions including SP’s will continue to be fully supported until the release of MiVoice Business release 10.0 which would be anticipated in mid 2019. At the time of release of 10.0 then the 8.x stream becomes unsupported. However, for customers who request extended support and who subscribe to premium Software Assurance, Mitel will extend support of the 8.x stream until July 2020. This would provide additional time to plan a desktop churn and upgrade once the estate is refreshed

What we think?

Here at 4Sight, we recommend that you transition away from the 5200 series sets to the current desktop portfolio for a fully supported solution. To assist you with your transition, 4Sight is currently offering an exclusive ‘4 handsets for 3’ promotion on the most popular phones in the Mitel portfolio! For more information about our offers and to discuss your options, please email info@4sightcomms.com.

null
Mitel 6900 Series Handset Promotion
When you purchase a new MiVoice Business or when you purchase additional licenses, get a free phone with every third phone purchase.
Find out more
Read more...

Introducing the new Mitel EX Controller for the MiVoice Business Platform

MiVoice Business Release 9 – Mitel EX Controller 

As part of Mitel’s continued commitment to delivering on-site deployments of their communications platforms we are proud to introduce a new hardware variant that will not only be supporting the MiVoice Business call control, but which will also be used in MiVoice MX-ONE and MiVoice 5000 deployments.

The EX Controller will be a complement to the existing hardware family – specifically, the 3300 CX II and 3300 MXe III Controllers remain fully available to customers. Like the existing hardware, the Mitel EX Controller enables both call control and media gateway functionality to run on a single hardware instance.

The Mitel EX controller provides up to a capacity of 1,400 IP users and offers local survivability and PSTN access for analog users. It provides 8 expansion slots which can house cards to connect to TDM trunking services (ISDN PRI, E&M, and R2 T1/E1), analog trunks and analog extensions. Additionally, a DSP card may be required in certain configurations.

It is available in both single and dual power supply versions:

• Single power supply version with 4GB RAM & 60GB SSD – Part Number 50008229
• Dual power supply version with 8GB RAM & 120GB SSD – Part Number 50008230

WHAT IS SUPPORTED ON THE EX CONTROLLER?

  • TDM support for Digital trunks (PRI, T1, E1, R2) and Analog trunks and extensions (FXS, FXO)
    -It uses IP all the way to the cards which incorporate the E2T gateway functionality
    -All required E2T resources are incorporated into each card so it is non-blocking
    -A digital link license (54000303) on MiVB is required for each link and this provides the necessary resources to program the gateway functionality
  • Maximum 1400 IP user capacity
  • 64 G.711 Media channels (software) for access to conferencing, direct paging, Music On Hold
  • Embedded Voicemail capacity
    -750 Mail boxes
    -Max 30 ports of which 12 can be Voicemail and the rest embedded RADs
  • MiVoice Business Release 9.0 will support a single LAN port 10/100/1000
  • File based MOH supports 128 MB, also USB can be used to provide MOH input

Mitel EX Controller

For more information about the Mitel EX Controller, please call us on +44 (0)20 3668 0444 or email info@4sightcomms.com. 

Read more...

Product Bulletin: What’s new in MiVoice Business R9.0?

We are delighted to announce the general availability of MiVoice Business R9.0.  With a complete software refresh, delivering platform, security, responsiveness and performance improvements, MiVoice Business R9.0 is available for all installed base customers with active Software Assurance who have platforms that meet the minimum requirements.

PRODUCT OVERVIEW / FEATURES & BENEFITS / DESCRIPTION  
MiVoice Business development is firmly aligned with Mitel’s focus on continuous improvement that will deliver innovation, new features to enhance customer interaction and reduce the overall cost of ownership.

MiVoice Business Release 9.0 is built upon 3 pillars:
1. Customer requests for feature enhancements
2. Software refresh and common hardware platform
3. Lifecycle transitions  

SOFTWARE REFRESH FOR MIVOICE BUSINESS 
MiVoice Business Release 9.0 includes a significant refresh of the software to deliver Total Cost of Ownership improvements. It is designed to facilitate enhanced system performance, a simplified process for the deployment of patches/security updates as we go forward and the delivery of an infrastructure ready to evolve to next-generation networks.

  • Native Linux deployment: release 9 will run natively in a Linux environment by utilizing C and C++
  • Improve responsiveness and deployment of changes (patches, security updates): A simplified process for the deployment of patches/security updates. Update individual software components rather than the whole software load
  • Significantly enhanced system performance and serviceability
  • Technology update; IPv6 in the core system (dual stack), FQDN (core system), SNMPv3 support
  • Available on CX(i)* II, MXe III*, Virtual, Software only and new EX Controller in initial release (AX, MiVB Express, MiCD to follow


NEW FEATURES:

1. Caller ID Based Routing

To allow customers better manage calls, Mitel have created a whitelist/blacklist capability which can route specific incoming callers (based on calling line ID).

Whitelist – the calling line ID can be used to provide a white glove service to route known contacts to specific users or groups of users to help ensure optimum customer service.
Blacklist – unwanted calls can be routed either to a message only mailbox or simply disconnected, thus avoiding staff having to waste time dealing with unnecessary calls. 

2. Last Group Member Recall
The Last Group Member Routing (LGMR) feature allows the callers to be connected to the person that they spoke with in the event they have to call back rather than potentially getting connected to another member of the group.


EXPANDED BROWSER
SUPPORT
MiVoice Business Release 9.0 expands the browser support for accessing the System Admin Tool, it now supports the following:

  • Internet Explorer
  • Firefox (36.0.4 or later)
  • Google Chrome (59 or later)
  • Microsoft Edge (38 or later)


MIVOICE BUSINESS CONSOLE 9.0
Microsoft Windows 10 support has been expanded to include the following:

  • Windows 10 Education
  • Windows 10 Enterprise LTSB
  • Windows 10 Professional for Workstations

CONFIGURATION INFORMATION

MiVoice Business Release 9.0 requires the following:

• CX II and CXi II require a minimum of 1 GB Ram and 16GB HDD/SSD
• MXe III requires a minimum of 1GB RAM and 60GB HDD/SSD
• Virtual machines
-VMware
-Hyper-V

The following platforms will receive access to the new features, capabilities and software refresh as part of the MiVoice Business 9.1 release. Customers who run a MiVoice Business network of differing controllers will be able to utilise a mixed network of MiVoice Business releases until this time:

• AX Controller
• Multi-Instance MiVoice Business (Enterprise deployments)
• MiVoice Business Express

Please note MiVoice Business software must be at release 6.0 or newer to be migrated to Release 9.0.

NOT SUPPORTED
As stated in the past the 5200 sets will not have the normal support level. This means that, should issues arise after the upgrade to release 9.0, Mitel reserves the right to not fix specific issues isolated to the 5200 series sets operation. Click here for more information.

MiVoice Business Release 9.0 also no longer supports the following:

  • MiVoice 3300 LX
  • 3300 MXe & 3300 MXe II & MXe Server
  • 3300 CX and CXi
  • Stratus servers – Direct deployment on RedHat Linux (although VMware deployment continue to be supported)
  • FIM connections
  • NSU, DSU, FD-PER, 200 Bay
  • DNIC devices (consoles, multi-line DNIC sets, Single-line DNIC-sets)
  • Analog/Digital on FD-PER or 200 Bay
  • 5401, 6600 YA Pro, App Server, 5550 IP Console

Any customers who continue to have such equipment in their network will not be able to upgrade to MiVoice Business Release 9.0 until those items are removed.

As one of the few early adopters, 4Sight has been running version 9 of MiVoice Business for some time now. Having gone through the development and testing process of the release with Mitel, we have a great understanding of its functionality and capabilities. As such, we would like to emphasise that this a completely new software, which unlike previous releases, requires an individual approach and specific prerequisites to be met. If you are interested in upgrading please contact your 4Sight Account Manager as soon as possible to schedule your upgrade in.

Mitel MiVoice Business R9.0

To find out more about MiVoice Business click here. If you are interested in MiVoice Business Version 9 upgrades, please call us on +44 (0)20 3668 0444 or email info@4sightcomms.com. 

Read more...

10 Ways Your Phone System Can Help Your Estate Agency Beat The Competition

If your current phone system is only giving your staff basic functionality like phone, fax and voicemail, you could be losing money to estate agents whose communications tools offer employees advanced collaboration capabilities like file sharing, virtual video tours and task management, all of which improve the ability to close deals.

Use the checklist below to determine if your phone system is differentiating your business and empowering your agents. If you answer ‘no’ to multiple of these considerations, it might be time to consider making a switch.

Does your current phone system:

1. Help you beat the competition by connecting clients to an agent the first time they call using follow-me-anywhere technology?

2. Allow agents to use their office phone number from anywhere, across multiple devices?

3. Limit dropped calls by switching between Wi-Fi and cellular networks automatically to give your agents the best call quality wherever they’re working?

4. Support virtual showings with robust video conferencing features, so that your agents can show clients homes without the client physically being there?

5. Enhance collaboration with virtual workspaces that keep your teams organized and a step ahead of the competition?

6. Offer clients the ability to connect with their agent immediately, regardless of where your agent is, on a single number?

7. Make agents more efficient with integrated communications tools like chat, video calling and remote access to brokerage phone directories?

8. Make it easy for agents and staff to share documents, listings, photos and contracts on the go?

9. Allow administrators to easily add, delete and manage agent phone access across multiple office locations?

Delayed and untimely communications between clients and agents means lost revenue. If your agency is using an outdated phone system that doesn’t deliver the type of functionality outlined above, then you’re likely losing out to other agencies. With a more robust communications and collaboration system, you can empower agents to work more efficiently, deliver exceptional service to buyers and sellers, and close more deals.

Read more...

Mitel Premium Software Assurance Training Courses

4Sight Communications is excited to announce that specified web-based (online) end user training courses for MiVoice Business from Mitel University are now included as a subscription entitlement within Mitel Premium Software Assurance.

There are no additional fees for this inclusion. Courseware pertains to MiVoice Business and specific applications as defined in the section below. This program change is effective immediately for existing and new Premium SWA subscriptions.

How does it work?
The training subscriptions will be managed within Mitel University on a per customer solution basis and will be co-terminus with Premium SWA subscriptions. The training entitlement behaves like any other Mitel University training subscription, with unlimited usage of the courseware by end customer users.

Training suscriptions are:
• Managed on a per customer solution basis with the Partner of record in the Mitel Licensing Server (e.g. AMC)
• Provisioned in the Mitel Absorb Learning Management System via a unique subscription key that is valid until expiry (coterminus with Premium SWA)
• Renewed with Premium SWA renewals 

Who can qualify?
To qualify for the training susbription, the existing Premium SWA subscriptions must have at least 90 days remaining on the term. At Software Assurance renewal, if a training key already exists a renewed key will automatically be sent to 4Sight Communications when Premium Software Assurance is renewed.

Course List Included in Premium SWA Training Subscription:

For more information please contact your 4Sight Account Manager alternatively you can call us on +44 (0)20 3668 0444 or email info@4sightcomms.com.

Read more...

Mitel 6900 Series Handset Promotion

4Sight Communications is pleased to announce a new Mitel ‘Buy 3 phones, Get 1 Free’  promotion. The free phones offer is valid for orders placed between April 5, 2018 to December 31, 2018 and takes two forms:

1. Existing Customers: 

Buy 3 Phones Get 1 Free when you own a MiVoice Business and buy a minimum of x20 qualifying MiVoice phones.

2.  New MiVoice Business Customers:

Buy 3 MiVoice 6900 Phones get 1 MiVoice 6900 Phone Free when you buy a qualifying MiVoice Business with a minimum of 100 users (phones and licenses).

Qualifying Phones:

About MiVoice 6900 Series IP Phones

The MiVoice 6900 series is a family of powerful ‘Mobile First’ IP phones offering advanced integration with mobile phone calls and applications. With HD audio, full color displays and MiCollab integration, the MiVoice 6900 series is a sleek and powerful addition to your desktop.

Features & Benefits:

Mobile integration: Seamlessly switch between your mobile device and desk phone without missing a beat.
Crystal clear conference calls: Take virtual collaboration to new heights with HD audio quality.
Enhanced productivity: Manage all communications from a single device for ultimate simplicity and convenience.

Interested in the Mitel 6900 Series of IP Phones?

To apply or to find out more information about this offer please call us on (0)20 3668 0444 or email info@4sightcomms.com.

Read more...

Product Bulletin: What’s new in MiVoice Business 8.0?

We are delighted to announce availability of MiVoice Business Software Release 8.0 with a host of new features and product enhancements.

MiVoice Business Release 8.0 software has broad appeal to a range of customers and markets and is available for all installed base customers with active Software Assurance and Support coverage who have platforms that meet the minimum requirements. As well as serving the broader market.

MiVoice Business Release 8.0

This release provides significant new content for a range of customers.

Support for the next generation 6900 IP desktop devices and accessories.

Improved centralised deployments with greater flexibility on services provided by a single instance of software:
-Variable Night Service scheduling for groups or other directory numbers
-Multiple music on hold sources to allow flexibility across groups of users and  different locations which may be served off a centralised instance
-Expansion of route lists to simplify programming

Customer requested feature enhancements including:
-Preview on call pickup – to see who is calling before choosing to take a call
-Enhanced Manager-Assistant solution – to simplify life for support staff
-Name display in more call scenarios. – shifting to a more user friendly view to help improve call handling
-Simplified directory and full UTF8 support
-“Call” softprompt for markets where the numbering plan has variable number lengths

Continue to improve solution Total Cost of Ownership (TCO)
-Single Line SIP Licenses – to facilitate lower cost, simple telephony requirements such as the Lobby phone in a hotel
-Programming simplification and improved help capabilities
-Continued Security Enhancements

Product Overview / Features & Benefits / Description

Flexible Day/Night Service
Historically the MiVoice Business Software has supported a single definition of Night Service system wide so all groups would switch over at the same time. This is not always convenient as groups can operate during different business hours and so we have made changes allowing us to treat groups of users (and other directory numbers) on a single instance of software differently for day and night service routing, for example :

Group A
Monday to Friday open from 08:00 to 18:00
Every Wednesday from 08:00 to 08:30 there is a team meeting and they want to route calls elsewhere
Sat & Sun open from 10:00 until 16:00
Holiday open from 12:00 to 14:00

Group B
Monday to Friday open from 09:00 to 17:00
Sat & Sun open from 10 until 16:00
Holiday – closed

To enable this capability the system administrator simply needs to create Business Schedule (and you can have up to 100 schedules across the cluster) based on normal scheduling capabilities (Day of week, Holiday, based on 15 minute time intervals) and then apply the Business Schedule to any directory number in the call rerouting form (typically groups but ultimately any directory number).  Once set up the schedule will ensure that the different business modes (akin to Day/Night1 and Night 2) are applied as required. Up to 10 changes can occur per day per schedule for added flexibility.

Flexible Music On Hold (MOH)
To give greater flexibility Prior to release 8.0 each instance of MiVB had a single music source. Historically music sources could be assigned at a controller level, to ACD paths or to legacy tenant concept.

With this release independent MOH sources can be assigned using Zone number or Call Coverage Index. The zone number is analogous to location. So all users in a given location could be provided a distinct music source. Within that a Call coverage index could be provided to individual Directory Numbers. With this a given calls being answered from a given Ring Group (as opposed to legacy
hunt Group) could be provided music independent of the Controller, Zone or User that is placing the  call on hold.

Preview on Call Pickup
As requested by customers in a number of markets, we are improving the information provided to users who are picking up calls in a pick up group to help provide better customer service. A new COS option will allow you to preview
• the calling party name and/or number, and (if the set’s display area allows it)
• the called group member’s name and/or number.
From the Preview mode, you can then proceed as follows:
• complete the pickup – using the feature access key or a softkey; or
• ignore the call – the system will exit the Preview mode after the ‘Display Caller ID on Multicall/Keylines Timer’ expires; or
• cancel the pickup – pressing the hard Cancel key or a softkey.
This preview capability applies to the 5300 and 6900 IP Phones (MiNET)

Enhanced Call Screening
This is an enhancement for Manager/Assistant working that allows an assistant a more flexible solution to offer call screening for a manager but with a simple ability to route the call through to the manager if necessary. This screening can be easily enabled/disabled either by:
• The manager who would enable Do Not Disturb at their phone, or more likely,
• The assistant, who can enable this directly from their desk, (either a long key press on the manager’s DSS/BLF key or, if the multicall appearance is on a PKM, using Superkey and the DSS/BLF key)
Once enabled
• the manager’s device is placed in DND
• The manager’s calls are routed to the assistant(s) phone (on the DSS/BLF or multicall line appearance)
• Any assistant monitoring the managers can either pick up the call or route it back to the manager’s device using the DSS/BLF key. The routed call overrides the DND and rings the manager’s prime line.

Call handling improvements for improved usability
Increasingly people expect to have name information provided as calls get directed to them rather than extension number so this release ensures that name takes precedence in scenarios such as call forwarding and redial. This is managed through a COS option – comparing before and after, when receiving a forwarded call the display indication 
Was: Forwarded from: 6516
Is Now: Forwarded from: Sarah Morgan
The onboard directory within MiVoice Business can become cluttered with entries making it difficult for people to know exactly which number to contact someone on. Now within the ESM interface you can define whether a number should appear in the directory to help make the search easier to use.

Lastly, in some markets, the numbering plans are non uniform and have numbers which are different lengths. This can cause some delay in dialing as the system is “waiting” to for the interdigit timer to expire before sending the number out. From 8.0 we have implemented a “call” soft prompt – this means that the user can enter the number and hit the call key and the system will dial immediately – making the user experience somewhat similar to a calling from a mobile device.

SIP Single Line set
In some environments, such as a hotel lobby or a manufacturing floor, a feature rich device with advanced call control capabilities is not required. In the past this sort of device may have been served by a simple analog telephone. As people are increasingly looking to deploy all IP environments Mitel has addressed the need for a cost effective solution by allowing generic SIP devices to connect to MiVoice Business using the “old Analog license”. This license has been renamed to be a “Single Line set” license and now allows either an analog extension or generic single line SIP set device to be enabled on the system. The device connecting using this license has fairly limited capabilities (make and take a call) and can access some features through feature access codes – it does not allow access to advanced capabilities like hot desking, multi device users etc – where these capabilities are required, the regular licenses should be used.

Administration improvements
The Embedded System Admin help now provides a more task oriented approach to programming the system and provides links to relevant programming forms and information. This is designed to help administrators get the most from their system.

ARS Route Lists have been expanded from 6 to 20 to facilitate programming up networks of nodes. 

Security logs (such as failed log in attempts) can now be exported in SysLog format to allow admins to leverage other tools they are familiar with to review activity on the system.

Release 8.0 now provides specific device types for the Mitel SIP DECT devices (models 612, 622, 632, and 650) to the Multiline IP Sets and User and Device Configuration – making inventory management easier.

Call reroute information has been added in the USC form to help provide all relevant information in one place.

A number of security related updates have also been included in this release.

MiVoice Business Embedded Messaging (EMEM)
EMEM Day/Night Greeting Support for Menu VM Box Nodes
As it exists today, EMEM Auto Attendant supports a separate Day/Night greeting based on the configuration in VM Business Hours form. Similar support is required for Menu node mailboxes in EMEM.
For menu node mailboxes, main greeting shall be considered as “Day/Business Open” greeting and a new “Night/Business Close” greeting shall be added.
Depending upon the MCD day/night mode or the business hours set in “VM Business Hours” form, day/night greeting shall be played.

Audio files update for EMEM VM mailbox names
Enable mailbox names to be uploaded as pre-recorded files using “system audio files update” form.
The length of VM password/passcode configurable via ESM
The length of VM password/passcode is now configurable via ESM (previously it was only supported through the EMEM Admin TUI. Additionally the maximum passcode length has been increased from 6 to 8.

MiVoice Business Console 8.0
Microsoft Windows 10
Support for Microsoft Windows 10.
The MiVB Console can be installed on any Windows 10 device.

Headset Answer/Release Support
Operators can use the Answer/Release buttons on Jabra™ and Plantronics™ headsets to handle calls. Operators using wireless headsets can now answer a call while away from their desk, and speak to the caller while walking back to the console position to complete call handling.
Operators can answer and release calls using the buttons on Jabra and Plantronics headsets. Other controls such as volume or mute are NOT supported.

There are different limitations for Jabra and Plantronics headsets:
Jabra headsets
Wired and wireless headsets. Bluetooth headsets are NOT supported.
Two Jabra headsets may be used at the same time but they must be different models.
Plantronics headsets
Wired and wireless, including Bluetooth headsets One Plantronics headset may be used. If a second headset is required at the same time, a Jabra headset may be used. 

Warning: For some wireless devices there can be a slight delay between the user pressing the “talk” button and the console processing the event. Operators not accustomed to this delay may press the button again, resulting in “release” of the call.

MiVoice Business Phonebook Directory Support
Phone Book enhancements allow the administrator to exclude non-dialable telephone directory entries such as a user’s 2nd line from the console’s Phone Book. The console now displays longer user names, longer department and location strings, email addresses, and primary phone service indications.
User messaging and Calendar Integration features no longer require ADF as a prerequisite. As a result, Operators on non-ADF systems can email users with a right click on the phonebook entry. ADF remains a prerequisite for MiCollab Service Federation with third-party servers.

Master Profile (delivered in MiVoice Business Console 8.0 Service Pack 1)
Master profile reduces the time required for installation of new consoles, especially in multiconsole environments. It also allows the Administrator to standardize console settings so that all Console stations have consistent behavior.
This feature allows the administrator to configure a single console and save the settings that are common to all operators as a master profile. The master profile is then automatically imported to each new console that is selected to use the master profile. 

All consoles must be on the same release of console application s/w Master profile file may be kept anywhere in the network, including on one of the Console PC Master profile is loaded upon startup by each console position. If the path to network location is not available at start up, the console will start with the most
recent profile that was used (and is stored locally). 

BLF All List
With MVB Console 8.0, a BLF All list ( ) is automatically generated and contains the list of all the phone lines that are being monitored by the MiVoice Business Console. Any other BLF lists that may have been created before in a system will remain.

Missed Calls Integration into Call History
Missed calls are now included in Call History. Each attendant will see calls missed by his/her console.

My Queued Calls 
My Queued Calls, within the Queued Calls area, provides a comprehensive view of all the current calls in the console, that is, the Incoming, Held, Transferred, and the Parked calls.

Emergency Notification on Headset/Handset device
In addition to playing an emergency ring tone on the console ringer, the console will now play an emergency notification tone on a headset/handset device if the option to hear ringing on a headset/handset device is enabled.

Configurable MAC Address
The administrator now has an option within the configuration wizard to assign a unique MAC address that has been provided by Oria to the console instead of using the default PC MAC address.

MiVoice Border Gateway Secure Connection
This new option controls whether the console connects to the MiCollab Client Server using a direct connection or a secure connection through the MiVoice Border Gateway.

Documentation
A new section called “What’s New in Release 8.0?” has been added to the on-line help files so that readers can easily learn about new features.
The MiVoice Console Help has been divided into two separate files to address the needs of different readers.
MiVoice Business Console Operator Help
MiVoice Business Console Administrator Help.

Configuration Information
For installed base customers using the CX(i I or MXe II controllers, who wish to upgrade to MiVoice Business Release 8.0 and who wish to add the new 6900 sets running in an encrypted mode (SRTO) 4Sight advises that the minimum hardware that should be used is the CX(I) II controllers or the MXe III Controllers. Earlier versions of hardware may incur performance related issues and as such are not supported in this scenario (note that if a customer has the older controller and just wishes to upgrade to Release 8.0 but not run the new sets then no hardware change is required).

MiVoice Business 8.0 no longer supports the following:
• 5230 Phone
• 5235 Phone
• MXe Server
• Stratus deployments (stratus under vmware is supported)
• MiTAI client 

Mitel MiVoice Business

To find out more about MiVoice Business click here. If you are interested in MiVoice Business Version 8 upgrades, please call us on +44 (0)20 3668 0444 or email info@4sightcomms.com. 

Read more...

MiContact Center Business Release 9.0 for the MiVoice Business Platform

MiContact Center Business Release 9.0 for the MiVoice Business Platform Overview

MiContact Center Business Release 9.0 is a global release designed for customers on the MiVoice Business platform looking to take advantage of next-generation omnichannel customer experience capabilities, extend third-party interoperability with open media and REST API capabilities, and provide new levels of application and server availability with new high availability, disaster recovery, and business continuity options provided through partnership with Neverfail, a leading provider of active/passive availability solutions.

Release 9.0 also builds on the momentum of Release 7.x and 8.x to further enhance the Web Ignite interface, which is now the go-forward agent application for all voice and digital media handling.

Key highlights of the Mitel MiVoice Business Release 9.0 are:

Omnichannel:

MiContact Center Business Release 9.0 aims to provide a more holistic, personalised view of the customer experience by providing agents with information around the omnichannel customer journey, and the supplemental data required to solve the customers problem quickly and easily the first time. MiContact Center Business’ omnichannel solution links customer contacts across all voice, digital media, and open media interactions to provide a unified view of all interactions from the Web Ignite interface. This leverages pre-existing IVR and multimedia capabilities, data collected from workflows, and the Elasticsearch repository that serves as a database for multimedia transcripts

Release 9.0 omnichannel also provides a new Contact List option to Mitel customers that allows the system to store a customer’s name, email address, phone number (and optionally extension), and mobile phone number. The Contact List can be built dynamically using collected data from voice and multimedia workflows, or integrations with third-party CRM systems.

Omnichannel also introduces light-weight, CRM-like case management capabilities to MiContact Center Business customers. Agents can also now add notes to a case and dynamically add follow up reminders on cases. Reminders can also be sent to other agents for follow up. For example, if an agent is aware the case needs follow up the next day, but they are not working, they can easily pass along the case follow up reminder to another agent. Optionally, Supervisors also have visibility into cases that are open and pending follow up and can dynamically reassign to other agents in the event an agent is out of the office or unavailable.

Case and omnichannel reporting in Release 9.0 is done within Web Ignite. Supervisors and agents have access to any of the cases for the queues they are configured to manage and can quickly identify the status, notes, and history for these items.

Web Ignite Enhancements:

Release 9.0 completes the migration from the legacy desktop Ignite application to the next-generation Web Ignite agent interface. MiContact Center Business’ Web Ignite client extends the reach of the agent application beyond the previous Microsoft operating system limitation to support customers on a variety of Web browsers, specifically Chrome, Firefox, Internet Explorer, Edge, and Safari.

The Release 9.0 Web Ignite client has been enhanced to support the following features and functionality previously only available in desktop Ignite:

  • Supervised transfers
  • Conference
  • Blind transfer to voicemail
  • Request help
  • Agent greetings
  • Inbox grid detailed view

In addition to the desktop Ignite feature parity improvements, Release 9.0 also introduces the following exciting new features to Web Ignite:

  • Tabbed, embedded URL screen pop – pass URL-based Web content directly to agents using Web Ignite andoptionally IFrame or pop out content directly from the agent interface.
  • Advanced search – by case record, state of the case, media, date/range, subject, from address, queue,employee, time in state, and standardized search operators.
  • Response templates – add custom variables to reply templates based on workflow collected data and createpersonalized reply templates from Web Ignite’s Tools tab.
  • Outbound Calling Line Identification Presentation (CLIP) – leveraging YourSite Explorer’s DNIS configuration,agents now have the option to specify the outbound CLIP they would like to display to the caller when makingoutbound calls. Optionally, this can be automated by leveraging a new Dialling Caller Number option on the MakeCall activity, which will automatically update the outbound number presented to callers when a callback is made.

The Release 9.0 Web client also includes a new URL monitor in the real-time dashboard that allows agents and supervisors to embed any third-party Web content directly within the Web Ignite Dashboard display.

Open Media

Open media routing is a feature originally built for MiContact Center Enterprise that MiContact Center Business has introduced into the product. Open media allows any non-traditional, third-party media, such as video or IoT alarms, to leverage MiContact Center Business’ visual workflow routing interface to route third-party media using an API (target URI) and deliver to agents.

MiContact Center Business’ open media feature is a use case-based capability, designed to power next-generation contact center capabilities. To date, several prime use cases have been identified for open media and MiContact Center Business’ REST APIs, including:

  • CRM task routing
  • Routing third-party IoT device notifications
  • WebRTC video integration (via Mitel technology partners Vidyo and Talkative)
  • Social media integrations

Web Chat Enhancements

In Release 9.0, MiContact Center Business’ customer-facing Web chat has been updated to support a maximum of 500 concurrent Web chats (both in queue and being handled by agents). Mitel have also added two new configuration options to control the number of concurrent chats in the system, which can be set in the global application settings editor.

High Availability

MiContact Center Business Release 9.0 introduces a new application level High Availability solution, delivered via partnership with Neverfail, that can replicate and provide high availability for the MiContact Center Business server, a standalone Call Accounting/Business Reporter Server, Remote Servers, and optionally SQL Server. All quoting, ordering, services, and support are available directly through Mitel and Mitel’s partner facing tools, with optional services and Tier 3 support being provided by Neverfail as required.

The high availability solution provided in Release 9.0 is an active/passive solution intended to provide:

  • 4x9s of uptime (99.99%) and availability for digital channels and for voice channels when MiVoice Business is not impacted.
  • 5x9s of uptime (99.999%) and availability for voice when used in conjunction with the MiVoice Business resiliency solution.

For more information about MiContact Centre Business Release 9.0 call us on (0)20 3668 0444 or email info@4sightcomms.com

Mitel Contact Centre Solutions

4Sight provides Mitel Contact Centre Solutions that help business of all sizes to serve their customers while improving employee productivity and controlling operational costs. To find out more about our Contact Centre services click here.

Read more...

Introducing the MiVoice 6900 Series IP Phones

The next generation of seamless communications is here

Introducing the MiVoice 6900 series IP Phones. With industry-leading mobile integration, the 6900 series automatically pairs with your smartphone to simplify your life – no more juggling devices. With HD audio, full color displays and MiCollab integration, the MiVoice 6900 series is a sleek and powerful addition to your desktop.

Request more information today.

Benefits:

Mobile integration: Seamlessly switch between your mobile device and desk phone without missing a beat.
Crystal clear conference calls: Take virtual collaboration to new heights with HD audio quality.
Enhanced productivity: Manage all communications from a single device for ultimate simplicity and convenience.

Mitel MiVoice 6900 Series IP Phones

Interested in the Mitel 6900 Series of IP Phones?

For more information about our Mitel MiVoice 6900 Series call us on (0)20 3668 0444 or email info@4sightcomms.com.

Read more...

Mitel MiContact Center Business Release 9.0

MiContact Center Business for MiVoice Business

We are pleased to announce the forthcoming MiContact Center Business release 9.0. MiContact Center Business is a multichannel and cloud-ready solution ideal to power organisations with up to 1,200 agents.

Designed for the MiVoice Business platform only, the 9.0 release will be available from February 5th, 2018 and will include the following strategic features and capabilities:

Omnichannel

Release 9.0 will provide MiContact Center Business users with a holistic view of their customer experience with new omnichannel capabilities including case management, unified cross-channel customer history, and interaction pivot features, all delivered out of the Web Ignite interface.

High Availability

Competitive, yet cost effective High Availability (HA) solution that delivers 99.999% uptime for voice and 99.99% uptime for the MiContact Center Business software application in conjunction with Mitel partner, Neverfail.

REST API Toolkit

Extends the interoperability potential for MiContact Center Business, driving more personalised and differentiated customer experiences.

Open Media Routing and Reporting

Provides differentiated customer experiences leveraging third-party, non-traditional contact centre media like WebRTC video, native mobile messaging, and IoT device integrations.

Web Ignite Enhancements

Release 9.0 includes feature parity between the legacy desktop Ignite and the next-generation Web Ignite interfaces such that all future enhancements will be delivered in Web Ignite.

How we can help?

If you’re interested in a MiContact Centre Business upgrade or are looking for a call centre solution contact us on (0)20 3668 0444 or email info@4sightcomms.com.

To find out more about Mitel Call Centre Solutions click here

Read more...