Tag - Mitel Telephone Systems

Telephone System Configuration Support Before Christmas

Customer Service Announcement:

Customers who need help with their Mitel telephone system configuration or out of office messages to reflect their operational hours over Christmas period, please contact our dedicated service team before Wednesday 19th of December 2018 to request help.

You can submit your request either by emailing our dedicated service team at support@4sightcomms.com or by visiting our customer support portal

Mitel System Support Services

4Sight provides maintenance and support services for all Mitel products and solutions with 24/7 365 UK coverage. To find out more about our Mitel System Support Services click here.

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Mitel MiCollab Release 8.1

4Sight is pleased to announce the General Availability of the MiCollab Release 8.1. MiCollab Release 8.1 focuses on enhancing the overall user experience of our suite of Next Generation clients and simplifying how employees talk, chat, meet and share information with others throughout their workday.

MiCollab Release 8.1 focuses on enhancing the overall user experience of our suite of Next Generation clients. Listening to user feedback – internal and external – MiCollab Release 8.1 was designed to improve how employees talk, chat, meet and share information with others throughout their workday, make the communications and collaboration experience for customers’ more seamless, and enhance their ability to work effectively from anywhere, at any time.

The core enhancements to MiCollab include:

User Experience Improvements
• Improved presence presentation
• Multi-call handling
• Contact Group handling, UI layout changes, & right click
• Media Device selection
• Ad-hoc Meeting escalation embedded throughout desktop-based clients
• AWV Web improvements, Audio callback, and Roll call

Fixed Mobile Convergence:
• Call Through
• Inbound call optimization for iOS
• Full Take Call feature

Management & Security Improvements:
• General Security updates
• Next Gen PC client Virtual Desktop support
• MiShare Auto update

MiContact Center Business integration (MiCollab 8.1 SP1):
• ACD Softphone (SIP) support with MiContact Center Business Ignite Client

Microsoft Skype for Business integration (MiCollab 8.1 SP1):
• New client integration with full Skype for Business user experience
• Outlook integration
• Skype for Business UCC Bundle

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What’s new in MiContact Center Business 9.1

The Release 9.1 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 9.1 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 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 create personalized 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 making outbound calls. Optionally, this can be automated by leveraging a new Dialing Caller Number option on the Make Call activity, which will automatically update the outbound number presented to callers when a callback is made

Effective as of the release of MiContact Center Business Release 9.1, all new features and functionality will reside only in the Web Ignite application and the legacy desktop Ignite application will enter a period of sustaining. It is our recommendation that all MiContact Center Business Release 9.0 customers use Web Ignite exclusively to take advantage of all of the new features and functionality of the release. Desktop Ignite will be supported through the course of the Release 9.x lifecycle, and Manufacturer Discontinued in Release 10.0. During this period of sustaining, Desktop Ignite will receive only best effort defect fixes, as required, and not new features and if a feature cannot be fixed in desktop Ignite and only delivered in Web Ignite, customers will be required to migrate agents to the new Web Ignite client.

Web Ignite Enhancements

MiContact Center Business Release 9.1 includes several new features and product enhancements that are available for all supported platform customers:

  • Supervised and blind transfer user experience improvements

Driven by end customer feedback, we have optimized the UX of the supervised and blind transfer functionality in Web Ignite. Agents can now click the transfer button from the main agent actions toolbar, search or select an endpoint to transfer the call to, and then click a button to either initiate a supervised transfer or complete a blind transfer.

  • Outbound email handling improvements

Based on feedback from several large customers, with hundreds of queues, we have added the ability to search for a queue to send an email from within the “From” dialog in Web Ignite when agents are either following up on emails or creating new outbound emails.

  • Audible inbox notifications

Based on end-customer feedback driven by our User Voice tool in Web Ignite (the megaphone button at the top of the user interface), we have introduced a new audible inbox alert for multimedia interactions that ensures that in situations where an agent is not looking at their monitor or has Web Ignite minimized, they will receive an audible alert (chime) to bring their attention to the new item landing in their inbox.

Time Zone Awareness in Workflow Schedules

The Schedule Activity available in YourSite Explorer for workflow configuration has been updated to support workflows across multiple time zones, by converting the local server time to the configured time zone before performing a schedule check. For example, this allows customers to:

  • Convert 23:00 from local server time (UK) to Australia Eastern Standard Time 09:00
  • Check 09:00 against schedule conditions programmed within the activity
  • Route interactions accordingly

MiCollab SIP Softphone Support

MiContact Center Business Release 9.1 introduces support for MiCollab PC SIP softphone, which allows customers to move up to the latest version of MiCollab, as opposed to having to rely on MiCollab Release 7.x and the previously available MiNET softphone.

In the new MiCollab SIP softphone environment, the MiCollab PC client essentially runs as a headless softphone, with all Computer Telephony Integration (CTI) controls being available from directly within the Web Ignite client.

MiCollab SIP softphone support for ACD agents in MiContact Center Business Release 9.1 requires MiCollab 8.1, MiVoice Business 9.0

Security Enhancements

Respecting the privacy of our customers and partners has always been integral to the way Mitel operates. To align with the new General Data Protection Regulation (GDPR) law that came into effect on May 25, 2018, we have updated our Privacy Policy to outline exactly how Mitel collects, protects, uses, and stores your personal data.

In accordance with recent security standards and browser protocols, MiContact Center Business now defaults to installing with HTTPS/SSL enabled, though customers can de-select the option to install with HTTPS/SSL.

NOTE:

  • Mitel does not supply certificates and the onus is on the partner or customer to provide these
  • We do not default to HTTPS/SSL enabled on upgrade, this is done at the customer’s discretion

Best practices information will be available in a new Securing Connections in MiContact Center Business 9.1 White Paper, expected to deliver closer to the time of General Availability.

Technical Preview Content Available in Release 9.1

This was introduced in MiContact Center Business Release 8.0 to provide customers with early beta versions of upcoming features and functionality – specifically, the Ignite Web client.

NOTE: These features have not gone through standard Mitel quality assurance processes and are not available to be supported through Mitel’s customer support group.

Mitel Distributors, Channel Partners, Hosted Service Providers, and end-customers looking to take advantage of these technical previews should contact MiContact Center Business Product Management at MiCC_ProductManagement@mitel.com.

The following Technical Previews have been made available in Release 9.1:

Shared Profiles in Web Ignite

Now that all new agent-specific features and functionality are available in Web Ignite, the primary focus for product innovation and development in 2019 will be refreshing the supervisor experience in the Web Ignite client. As we have moved the core user experience to the Web, one of the most frequently requested features has been shared profiles, specifically so agents and supervisors do not have to duplicate effort to manually build dashboards in Web Ignite. In Release 9.1, we have added a technical preview of this capability, through a small application designed to allow administrators to specify a source profile and that profile with specified employees (by reporting number).

Configuration APIs

Building on the success of the MiContact Center Business SDK, known as the MiCCSDK, we have begun to build out access to the YourSite Explorer database and device configuration and administration through our SDK. This is accessed via a Web browser, by visiting https://<MiCC-BServerIPAddress>/miccconfig and is available to users with administrative privileges. Once a user logs into the MiCC configuration SDK, they have access to self-hosted REST API documentation.

The Release 9.1 Web client does not yet include the following Contact Center Client and supervisor features, which are planned to be supported in a future release of MiContact Center Business:

  • Real-time alarming
  • Marquee monitor
  • IVR port monitor
  • Schedule Adherence
  • Silent monitor/whisper/coach controls
  • Contact Center Softphone
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Announcing Price Changes To The 5300 Series IP Phones

Mitel has announced that from December 1st 2018 it will increase its prices for the 5300 Series IP Phones. Through 2018, Mitel has seen a transition in their IP Phone sales to the 6900 Series IP Phones. With that increase, sales of 5300 IP Phone models have declined in all regions. That decline has resulted in higher manufacturing costs due as Mitel lose economies of scale in production. 

 

To offset these commercial challenges, a price increase of roughly 10% (depending on currency) to all 5300 series IP Phones is being introduced. The new prices are effective from December 1st 2018. 

Mitel plans to make this price change as smooth as possible to minimize impacting current orders and quotes. All previously quoted pricing will be honoured for the term of the existing quote or at Mitel’s discretion, please discuss with your 4Sight Account Manager.
 
During the period of this notice, (i.e. through December 31, 2018), Mitel will NOT accept large, phone only stocking orders. All orders of 5300 phones should be made with the appropriate number of IP Phone Licenses and/or UC licenses and/or system components to make up a complete solution or add on solution. Again, please discuss further details with your 4Sight Account Manager for individual circumstances.

Mitel 5300 Series IP Phones

For further information about this price change or to obtain a quote please call us on (0)20 3668 0444. We offer a comprehensive line of Mitel Telephone Systems including IP phones, consoles, conference phones, and peripherals suited for organisations and business of all sizes. To find out more click here

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Clocks go back – make sure your clocks update on your phone system

As you know the clocks are due to go back an hour on Sunday 28th October. 

Although most modern phone systems will update the time automatically some will not. Click here to access our guidelines to assist with updating your Mitel telephone system.

Due to recent high call volumes it may take longer for an engineer to assist, so please ensure you read the guidelines on our website before requesting support.

Alternatively, if you want a phone system that has the ability to automatically update the time, please call us on +44 (0)20 3668 0444 or email info@4sightcomms.com.

Mitel System Support Services

4Sight provides maintenance and support services for all Mitel products and solutions with 24/7/365 UK coverage. To find out more about our Mitel System Support Services click here.

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Bank Holiday Telephone System Configuration Support

Customer Service Announcement:

Customers who need help with their Mitel telephone system configuration or out of office messages before the upcoming Bank Holiday, please contact our dedicated service team before Tuesday 21st of August 2018 to request help.

You can submit your request either by emailing our dedicated service team at support@4sightcomms.com or by visiting our customer support portal

Mitel System Support Services

4Sight provides maintenance and support services for all Mitel products and solutions with 24/7 365 UK coverage. To find out more about our Mitel System Support Services click here.

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5 Contact Centre Trends You Need To Know

Changes in customer behaviour and emerging technologies are reshaping the customer experience. Are you keeping up?

The face of the contact centre has changed dramatically over the past few years and continues to change at an exciting and rapid pace. This is the result of new technologies, ever-changing customer behaviours and a fundamental shift from focusing on traditional customer satisfaction measures to creating a customer experience.

How do you keep pace with your customers while creating quality customer experiences? With contact centre technology. 

The following five contact centre trends — which span emerging technologies, changing customer behaviours and customer experiences — are must-knows to help you stay competitive.

  1. Contact centres are shifting from cost centres to revenue generators.

Contact centres have historically been treated as cost centres. The company’s profit margins financed the contact centre—which might have only indirectly contributed to profits.

However, as contact centre concept has evolved and matured, we’ve realized that contact centres are more responsible for generating revenue than we ever knew. For example, an inbound customer support team does not directly drive company profits. But if that team delivers poor customer service experiences, the resulting negative social media and bad press could lead to a significant decline in sales.

To realize their contact centre as a revenue generator as opposed to a cost centre, businesses must ensure their operations are cost effective—that queues and trunks are well-occupied, that they have the right number of agents answering calls and that calls are being handled efficiently. Businesses also need to verify the performance of their telecom systems, who agents are speaking with and whether money is being well spent. With the right contact centre tools, businesses can do just that.

Accurate forecasting, scheduling and reporting tools ensure resources are effectively deployed at all times. Real-time alarms inform supervisors of performance issues and inefficiencies so they can act immediately to maintain service levels and control costs. With the right reporting metrics, contact centre supervisors can easily compare Key Performance Indicators (KPIs) like average handle time, service level or cost per call. Then, they can analyse these KPIs in the context of new sales, customer retention and customer satisfaction. These measures can prove how a contact centre can be a profit centre.

  1. A new generation of customers is changing the way enterprises do business.

Generation Y-ers, also known as the Millennials, were the first to grow up with computers in their homes, and they are by far the most tech-savvy generation yet. Within the next 10 years, Millennials will represent the majority of the workforce.

This generation is success-driven, goal-oriented, determined, confident and highly technology dependent. These are all exciting qualities, but they also make this generation highly demanding as consumers. They expect quality service, they expect it now, and they like things short and sweet because they’re excellent at multitasking.

This has led to a fundamental shift in the way enterprises do business—rather than nurturing long-term brand loyalty, they need to be able to serve the desire for instant gratification.

So, how can businesses better serve Millennials?

  • Provide robust information. Millennials are not afraid to do their research, and they know where to find the answers they need. As a result, information needs to be readily available to them, easy to find and highly educational or entertaining.
  • Be available. Millennials are online day and night, and in this 24/7 world, they expect businesses to be the same. They want to be able to access your business when they want to—and through the channel of their choosing.
  • Be social. Millennials are not afraid to share the things they like (or dislike). They live on social media, and will reach you through social media platforms. Be present and be part of their conversations.
  1. Contact centres are updating and enhancing outbound technology and resources for maximum productivity.

The contact centre industry has always been focused on handling incoming calls and contacts. And historically, contact centre solutions were designed to channel, monitor and improve the performance of agents as they dealt with increasing inbound volumes.

With the growth of contact centres has come the rise of the outbound contact centre. Previously, inbound and outbound contact centres served two unique customer bases. Inbound contact centres managed incoming sales and support inquiries, whereas outbound contact centres were typically limited to collections and telemarketing. However, as contact centre solutions became more robust and feature-rich, businesses saw the value of the blended contact centre.

In the blended contact centre, agents can both make and receive calls and multimedia contacts by combining Automatic Call Distribution (ACD) for incoming calls with predictive dialling for outbound calls. This optimizes agent productivity by ensuring that agents do not sit idle between calls. Increasingly, inbound agents are being used to notify customers of changes to their accounts, payments due or appointment reminders. Customers can choose to receive these notifications by voice telephone calls, SMS text or email, which results in a reduction of inbound call volume, a boost in customer satisfaction, and ultimately, lower operating costs.

  1. Businesses are benefiting from the efficiencies of unified call centre software suites.

In the past, contact centre solution providers have focused on one core solution—whether it was ACD, outbound dialling, multimedia handling or workforce management and optimization.

However, over time, the demand for unified suites has grown, and software vendors have responded to that demand. This optimizes efficiencies at all levels, from the contact centre agent to the IT administrator.

With a suite, agents can take advantage of a unified desktop experience for all key contact centre applications. Supervisors benefit from a unified reporting interface for all mediums and contact centre tools, from agent KPIs, to outbound campaigns, to IVR call flow use, to inbound and outbound multimedia contacts. With a unified suite of contact centre solutions, businesses use one vendor instead of many and can lower their total cost of ownership (TCO) while maximizing their return on investment.

  1. Businesses are adopting cloud-based contact centres to lower TCO and increase ROI.

A 2012 survey revealed that 34 percent of businesses were using cloud-based contact centre software.* This number is on the rise, with an additional 28 percent indicating they had plans to deploy a cloud-based contact centre solution. This means that by the end of 2013, six out of 10 contact centres will be based in the cloud. Because of their lower upfront costs and easy scalability, cloud based contact centres are ideally suited for “pop-up” or seasonal contact centres—for example, a contact centre that is designed to handle inquiries during tax season.

Cloud-based contact centres have seen dramatic growth in recent years because they are flexible, affordable, dynamic and efficient. With a cloud-based contact centre, businesses gain the flexibility to quickly deploy key contact centre applications and provision adds, changes and removals to key devices programmed on the system, often without ever having to have an IT administrator or installer on site. Cloud contact centre applications are also highly affordable, because a large capital investment is not required for initial IT and telecom infrastructure. This lowers the TCO of a contact centre solution and ultimately provides a much more rapid return on investment ROI.

Cloud-based contact centres are also dynamic—giving users the ability to quickly scale up or down in size to tailor to their ever-changing business needs. Finally, cloud contact centres are highly efficient, as businesses only pay for the services they use. This is another key factor in lowering TCO and maximizing ROI.

But a 100-percent cloud-based contact centre isn’t always the best option for businesses. You need to consider:

  • How much money will actually be saved with a cloud-based solution
  • How complicated your hardware and software infrastructure is
  • Legal issues related to software licensing
  • Your organization’s comfort level with storing secure data in the cloud

Depending on these considerations, you may decide that an on-premises or hybrid solution is the best fit for your business.

For many of today’s businesses, a move to the cloud is just a matter of time. Choosing a phased approach with an early focus on your phone system is a smart choice, and tapping the expertise of a cloud phone service provider can make it an even smarter one.

Follow the Trends to Success

These are just a few of the most popular trends in customer experience and contact centre operations right now, but by leveraging even a few of the trends highlighted in this paper, your business can: minimize operating costs and increase revenues; simplify contact centre administration, configuration and management; and drive enhanced, quality customer experiences.

The business world is aggressive and rapidly changing and customers are constantly expecting more. What are you going to do to keep your customers happy, you’re your competition and grow your business?

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Moving to the cloud: Why your phone system is a great place to start

Despite growing adoption rates, many companies still aren’t ready to make a full-scale move to cloud-based technologies. If you are among those who want to take a measured approach to cloud adoption, look no further than your phone system as a great place to start. By working with a communications provider who offers both cloud and hybrid phone systems, you’ll not only get expert guidance, but also the flexibility to customise a migration path that fits your business.

Below are four reasons why starting your journey to the cloud via your business communications needs makes sense:

1.You Can Manage Deployments in Small Groups

For many businesses, the phone system is the ideal service to serve as a catalyst in your transition to the cloud. Since it can be deployed in a phased approach, you can learn by transitioning small groups, teams or locations one at a time with little overall risk. Plus, you can also lean on the expertise of your service provider since most cloud vendors have helped countless other companies through similar transitions.

Beyond the initial implementation, businesses can also learn how to manage overall cloud applications from their service partners. They offer expertise your company may not have internally, making them an ideal resource to help you build a path to the cloud.

2. You Have the Flexibility to Embrace the Cloud Fully, or Bit by Bit

Not only can deployments be phased, but moving your business communications to the cloud doesn’t have to be an all-or-nothing proposition. You can choose a full cloud deployment or start with a hybrid approach that combines both cloud and onsite solutions. Hybrid solutions allow you to mix and match communications applications as you need them, and give your company the flexibility to deploy only what your business requires today, while keeping the option open to add additional cloud services or locations later.

3. You Can Make Smarter Use of Internal Resources

A system provider with cloud expertise can help you make better use of your internal IT resources. With a cloud deployment, applications are hosted remotely and maintained by the provider, relieving IT of most or all network-related tasks. The business then consumes the services on a subscription basis rather than owning the infrastructure. In this model, the cloud provider manages the extra workload while freeing your IT team to focus on the initiatives that drive revenue for your business.

4. You Can Gain the Buy-In You Need to Move Forward With Other Cloud-Based Solutions

For any deployment to be successful, it must have buy-in from users. By focusing on your phone system early in your migration, you can introduce employees to the cloud’s many time-saving, productivity-enhancing benefits of the cloud. As their comfort grows, your ability to transition other systems and processes to the cloud will become easier. A provider with a reputation for excellent customer service and training options will help you quickly get buy-in from your employees.

For many of today’s businesses, a move to the cloud is just a matter of time. Choosing a phased approach with an early focus on your phone system is a smart choice, and tapping the expertise of a cloud phone service provider can make it an even smarter one.

Migrate to the Cloud

4Sight offers a range of Mitel Cloud Communication products and applications that enable fast access to real-time management information and productivity enhancing tools. To find out more about our Cloud Solutions click here.

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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.

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Price changes to Mitel 5300 handsets and peripherals

Mitel has announced a price increase of between 4-5% on their 5320e, 5330e and 5340e IP Phones and select 5300 peripherals. The new prices are effective from Tuesday 1st May 2018.

With the introduction of the new Mitel MiVoice 6900 Series, sales of certain 5300 IP Phone have sharply declined in all regions. The decrease in sales volumes has resulted in higher manufacturing costs due to a decline in economies of scale.  

This decline has also had an impact to the manufacturing cost of certain 5300 IP Peripherals. The price increase is limited to the following phone models and peripherals: Mitel 5320e IP Phone, Extended Warranty 5320e IP Phone, Mitel 5330e IP Phone, Extended Warranty 5330e IP Phone, Mitel 5340e IP Phone, Extended Warranty 5340e IP Phone, Gigabit Ethernet Stand v2, Line Interface Module UK.

Mitel Telephone Systems

For further information about this price change or to obtain a quote please call us on (0)20 3668 0444. We offer a comprehensive line of Mitel Telephone Systems including IP phones, consoles, conference phones, and peripherals suited for organisations and business of all sizes. To find out more click here

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