Tag - MiVoice Business

How to STOP Nuisance Calls with MiVoice Business R9.0

Are you receiving lots of unwanted calls? Stopping nuisance calls is now possible with the latest release of MiVoice Business R9.0. The new Caller ID Based Routing feature available on the software enables customers to better manage their calls through its Whitelist and Blacklist capability for routing specific incoming callers.

Whitelist functionality can route known contacts to specific users, this helps to ensure optimum customer service. Blacklist functionality enables unwanted calls to be routed either to a voicemail or simply disconnected, thus avoiding staff having to waste time dealing with nuisance calls.

This routing:
• Can be based on full or partial CLI match
• Has an unlimited number of table entries
• Is easy to add, change or delete numbers in the table

Currently MiVoice Business can route calls based on the dialed number –i.e. DNIS (Dialed Number Identification Service), or identify a caller based on their CLI (Calling Line Information). However, MiVoice Business R9.0 now has the ability to route calls based on the CLI itself.

Whitelist and Blacklist functionality provide slightly different variations on this type of routing, but will be limited to calls on incoming PSTN trunks.

MiVoice Business currently has many ways to route calls, however most of them are based on the Called Number. Both Whitelist and Blacklist functionality will provide the ability for an MiVoice Business R9.0 to route incoming PSTN calls based on the CLI.

Whitelist provides the ability within MiVoice Business R9.0 to route a call based on a match or partial match to a given CLI. This is like the existing DID Server, however the DID Servicer is based on the Called Number, rather than the CLI.

Contact Us

For more information about the new Called ID Based Routing please contact your 4Sight Account Manager, alternatively email us at info@4sightcomms.com. 

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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.

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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
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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. 

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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. 

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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.

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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. 

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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

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