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2. Why should Business customers choose
Mitel?
2
• No More Out of Office
Ensure you don’t miss important customer calls. Using the inbuilt dynamic extension
express feature, employees can twin their desk phone with any other phone.
• Flexible Working Made Easy
For businesses, the retention of key employees with important skills is crucial. Flexible
working is built into the Mitel phone systems with no additional cost or complexity.
• Lower Mobile Costs
Mobile employees can to stay productive by routing calls to their device of choice while
reducing long distance and mobility charges.
• Conferencing Built In
Meet-Me and Ad-hoc audio conferencing is built into the MiVoice Office, making it easy to
collaborate quickly with colleagues without having to pay a hosted conference provider
for the privilege.
3. MiVoice Office
3
• Digital / IP Platform supporting up to 175 Users
• Plug n’ Play Expansion Modules
• Deep applications portfolio building on rich embedded applications
with full UC suite accessible via MiCollab (formerly Mitel
Applications Suite (MAS)), MiCollab Client (formerly UCA)
• OAI integration with industry specific applications
• Mitel’s leading IP and digital desktop phone portfolio
• Easy to use embedded mobility
• Multi-site IP networking out of the box
• Multi-language Support
5. What’s New in Release 6.0
5
IT ADMINISTRATOR
•Reduced time to deploy
• Customer Configurator
• User Creation Wizard
• Web based Administration
• Bundled Save, Restore & Backup
•Simplified administration
• DHCP for Mitel IP sets
• Alarms and Alerts
•Enhanced security
• MiVoice Border Gateway support
END USER
•Empower mobile employees with
corporate telephony functionality
• Mid-call features with voice
prompted menus (due as a service
pack, not available at release)
• Secure remote teleworking
• SIP Phone Called Party Display
• SIP Ad-hoc Conferencing
7. Out of the Box Embedded Applications
THE BASICS NEEDED TO GET TO BUSINESS … DAY 1
7
• Unified Voice Messaging
• Auto-Attendant
• Do Not Disturb Messaging
• Meet-Me Conferencing
• Dynamic Extension Express
• Automatic Call Distribution
• Software-Based Management
• STAR: Scheduled Time Based
Application Routing
• File-Based Music on Hold
• …and much much more
8. 8
SIMPLIFYING THE EXPERIENCE
•SIP Ad hoc Conferencing
•SIP Called Party Display
•Configuration Assistant
•Unified Voice Messaging
•Meet Me Conferencing
•Hot Desking
•ACD
•Time Based Routing
•Door Relay
•File Based Music on Hold
9. Eliminate Hosted Audio Conferencing Fees
• Eight parties per conference
• Max 20 parties / single conference
• Total of 40 parties
• Dial able Conference Assistant and
conference access codes
• Set up on demand via User Web Portal or TUI
• “Ad hoc” conferencing is still available
9
10. More than Simply Voice Mail
• Increase Employee Availability
• E-mail synchronization of deletions and heard / read
• Optional BlackBerry®
message formatting
• MP3 attachment format
• Ease of Use
• Provide security and peace of mind
• Record a conversation and save it in a
voice mailbox
• Cost Savings
• Single system wide licensing
10
11. Unified Voice Message Synchronization for Google
Gmail
11
UVM Synchronization
•Release 6.0 enables the MiVoice Office
voice mail to synchronize with Google’s
Gmail email solution
•Gmail UVM synchronization joins
Microsoft Office 365 as supported hosted
email providers
12. STAR:
Scheduled Time Based Application Routing
• Gives ability to offer flexible routing of inbound calls
based upon
• Time of day
• Specific date(s)
• Day of week
• Can have multiple STAR applications to accommodate different
departmental working hours etc
• Great for Doctors Surgeries, Dentists, anyone who needs more
than the regular day / night mode
• Play bespoke Announcements for Bank Holidays etc
12
13. Mobile workers who don’t have
dedicated desks? Not a problem!
HOTDESKING
Ability to “log in” to another phone
• Field based workers who don’t have a dedicated
desk in the office
Works with digital and IP phones
Requires configuration
• Hot Desk Profile, Hot Desk Base
13
14. DYNAMIC EXTENSION EXPRESS
• No More “Out of Office”
• Rings up to ten devices
simultaneously
• Find me Follow me – Route calls first
to the desk phone, and then to
mobile before going to voice mail
• Mobility Cost Savings
• Choose to answer calls on a mobile
device or forward to voice mail
• Hand off a call from the mobile to the
desk phone
15. IN-OFFICE EXPERIENCE ANYWHERE
15
• Enhance productivity when
on the go with MiVoice
Office mid call features
• Call transfer
• Conference
• Voice Mail
• Auto-Attendant Control
• No more feature codes
• Easy to use voice prompted
menus
• System administrators can
customize voice guided feature
system
Please note Mid Call features will be available in a service pack
release later this year
16. How do I route calls so my customers
aren’t kept waiting?
16
Automatic Call Distribution
Digital call queuing with position in
queue and time to answer (voicemail)
Call Routing Options
•Longest Idle
•Balanced Call Count
•Distributed
•Linear
•All ring
Call Route Programming
•Flexible programming on DDI, CLI with
flexible priority – Can be different per
queue
17. TELEWORKING
•Increase productivity of home based and
remote office employees
• Embedded remote working feature
• Requires no server, no licensing and no
additional cost
•Seamless access to the communication
capabilities of head office
• Uses the same voice mail, conferencing
and corporate features as in-office
colleagues
•Easy to implement with a MiVoice IP
Phone
• Phone automatically establishes a
connection to the MiVoice Office
• Registered as a valid extension of the
office phone system
18. MiVoice Office Meet-Me Conferencing
Option to Upgrade to
audio, web & video collaboration on MiCollab
• Eight parties per conference
• Max 20 parties / single
conference
• Total of 40 parties
• Dialable Conference Assistant and
Conference Access Codes
• Set up on-demand via User
Web Portal or TUI
• “Ad hoc” conferencing is still
available
• Requires one system-wide license
19. SIP Phone Conferencing & Display Updates
19
Mitel 5604Mitel 5603
Mitel 5607
• Confirm the called party at a
glance
• Available on MiVoice 5603, 5604, 5607
• Called party name is displayed
• Initiate a conference call on the
fly with SIP based ad-hoc
conferencing
20. Automatic Call Distribution (ACD)
Option to Upgrade to MiContact Center Office
• Balance workload and eliminate overtime
when covering multiple time zones
• Route calls based on longest idle, balanced call
count, and circular and linear distribution
• Enhance customer service with Smart
Prompts
• Let callers know their place in line, approximate
wait times
• Enables Supervisor Management
• Station monitor, Record-a-Call, Barge, and Steal
Call, and Join and Record
No “per agent” or “per queue” cost!
22. 5330
Mainstream
Business Phone
5340
Premium
Business Phone
5324
Mainstream Key
System Phone
MiVoice Desktop Portfolio
5312
Entry Key
System
Phone
5360
Executive Set
5320
Entry
Enterprise
Phone
Digital Phones 8528 & 85685610 IP DECT
GigE
Stand
Line
Interface
Module
Cordless
Handset /
Headset
PKM 12 and 48 –
5324 / 5330 / 5340
Accessories
MiVoice DECT
5610
MiVoiceDigital Phones 8528
& 8568
UC360
audio unit
5304
Basic
Display
Phone
MiVoice SIP Phones 5603,
5604 & 5607
23. SIP Phone Conferencing & Display Updates
23
Mitel 5604Mitel 5603
Mitel 5607
• Confirm the called party at a
glance
• Available on MiVoice 5603, 5604, 5607
• Called party name is displayed
• Initiate a conference call on the
fly with SIP based ad-hoc
conferencing
24. Audio Conferencing – Superior Audio
Performance
• MiVoice Office support for the
MiVoice Conference Unit
• Built-in four-party audio bridge
• 22 KHz HD audio support
• 16 mic beam-forming array
• Dedicated Digital Signal
Processor (DSP)
• Corporate directory access
25. 25
ADMINISTRATIVE FLEXIBILITY &
CENTRALIZED SERVICE
DELIVERY
•Reduce time to install
•Simplified user provisioning
•Minimal system maintenance
•In-depth system monitoring and
reporting
26. Easy to Get Started
User Configuration Assistant (Web and TUI)
• User Authentication for both Web portal
and TUI (voice prompts)
• Set Preferences for
• DND, Forwarding, Dynamic Extension
Express settings
• Station and Voice Mail Messages, Call
History
• Meet-Me Conferences
• Account information (e.g., mobile
number, passwords, email synch
settings)
• Programmed keys
• No license required
27. DHCP For MiVoice Office Endpoints
27
• Reduces complexity and chance of misconfiguration
• Embedded DHCP server which automatically provides the appropriate DHCP
options
• Configured to respond to MiVoice 52xx/53xx IP series endpoints
• DHCP Server can be configured to assign static DHCP IP addresses to specific IP
hosts
28. CUSTOMER CONFIGURATOR
28
New level of capability for
non-administrators
•Customer Configurator:
•Typically assigned to the office manager
or Super User
•Ability to make user adds, moves,
changes, supply forgotten passwords
•Administrator:
•Full access rights to DB programming,
System Administration & Diagnostics
29. ALARMS / ALERTS VIA EMAIL
29
This image display a dialogue box with a
variety of alarms showing
Alarms / Alerts
•Ability to receive alarms via:
•Email
•Email generated text messages
•Easy to set up:
•Alarm notification enabled through new
System Alarms Notification Window
•Enabled individually or in an Alarm Group
30. CONFIGURATION WIZARD
30
New level of capability for non-
administrators
•Simplifies MiVoice Office deployment:
•Automatically launches when
configuring a default database
•Guides you through the common steps
of getting the system up and running
•Streamlines user provisioning:
•Launches User Creation Wizard upon
system configuration completion
31. Web Based Administration
31
• Intuitive, easy to use web based management console for office
manager
• Provides Common Configurator with access to a set of basic admin
tools to perform moves, add, and changes
33. Business Reporting Remote working
MiCollab
One product
One server
One management view
One point of control
One user deployment
screen
One place to access all
communication tools
MiCollabMiCollab
AN IN-OFFICE EXPERIENCE FROM ANYWHERE
34. MiCollab Client
• Presence
• Instant Messaging
• Dynamic Status
• Corporate Directory
• Click – To - Call
• Collaboration
• Call History
• Softphone
• Visual Voice mail
34
Single Access Point For All Business Communications
35. Feature of MiCollab - Audio, Web and Video
Conferencing
35
• User Interface
• Merged Participant list for audio and web
Identification of audio only participants
• Bi-direction audio through the Feature of MiCollab –
Audio, Web and Video Conferencing native client
• One-way (listen only) audio through the browser view
interface into conferences
• SIP Video support
• MiVoice Conference Unit and 3rd
party endpoints
• Management, Security and Infrastructure
• Audio conference lock and new conference join
announcement
• Automatic deletion option of server stored conference
recordings
• Support for G.729 compression when deployed
36. MiContact Center Office – Full-featured informal
Contact Center
• Serve customers in the medium of choice
• Intelligent Routing and Multi-Media blending – voice
calls, email, FAX, and SMS
• outbound dialing for increased upsell
• Enhance agent productivity
• Real-time monitoring, comprehensive real-time and
historical reports with data capture support tools
• Instantly access customer history
• Screen-pop and CRM / PIM integration – ACT! By
Sage, Maximizer®
, Goldmine®
, Microsoft®
Outlook,
Microsoft Access
• Supports integration with MiVoice Business,
MiVoice Office, Dynamic Extension [Express]
• Ring multiple destinations at same time
• Hand-off to push and pull calls to active destinations
37. THANK YOU
VISIT WWW.MITEL.COM FOR MORE INFO
The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and members
of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel authorized PARTNER, you are not the intended recipient of this information and are not invited to the conference, and
cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and
failure to comply with the foregoing may result in legal action against you or your company.
Notas do Editor
The 5000's DEE supports both simultaneous ringing AND cascaded ringing. Both options are available and can be used in combination. For example, a typical configuration is to first ring the desk phone, and then to ring the desk phone and the mobile phone simultaneously.
Additional User Destinations (total of 10)
Desk 2
Mobile 2
Softphone 2
Home IP 2
Home 2
MWI for all User Destinations
MWI for Mobile Phones
Additional Handoff Push / Pull Destinations
How many teleworkers can be supported on the 5000 (max end). Typically in a system with <50 users, can all be teleworkers before needing to add a PEC-1 card. Once the PEC-1 has been added, we can go 100+. The 5000 CP has a built-in adaptive jitter buffer to adapt to network impairments.
Introducing Meet-Me Conferencing
Max 8-parties per conference, 20 total parties (e.g. two 8s and one 4)
Uses different underlying technology—consumes “IP Resources”
Dialable Conference Assistant and Conference Access Codes
Automatic Conference Access Codes for each User
Others set up on demand through Configuration Assistant or User Web Portal
Requires one system-wide license
Other Conferencing Changes
Former method now called “ad hoc” still available
Can use new or old conferencing technology
With the addition of MiVoice 5603, 5604, and 5607 SIP Phone support, the MiVoice Office’s SIP features and capabilities have been enhanced in two very prominent ways:
They include:
Phone Display Updates – Adding support for updating the display for outbound calls, forwards, transfers and conferencing.
Ad-Hoc Conferencing – Allows a SIP phone to create an ad-hoc conference or add a party to an existing conference. This is a 5603 / 5604 / 5607 SIP Phones only feature.
SIP PHONE DISPLAY UPDATES
In earlier software releases, a SIP phone would not display the name of the called party on an outbound call. The only thing the user saw was the dialed digits. Also, if the call was transferred or forwarded to another destination, the display never changed to reflect the new party. A SIP phone can now receive and accurately display information in a variety of call scenarios including Inter and External Calls phone numbers and names, Forwarded calls, Reverse Transfers, DEE Handoffs, as well as Ad Hoc and Meet Me Conferences.
SIP AD-HOC CONFERENCING
A SIP phone that supports SIP blind transfer message can now create an ad-hoc conference or add a party to an existing conference. This functionality is optimized and validated for a MiVoice 5603 / 5604 / 5607 SIP Phone. This functionality on other SIP devices is not recommended.
Creating an ad-hoc conference is simple:
For the 5603 / 5604 / 5607 the end-user needs to place two calls on hold and then perform a transfer to the conference feature code.
On the Mitel 5610 DECT Handset and Stand to create an ad-hoc conference simply place the first call or conference call on hold, and then call the next party. Once they have answered, transfer them to the conference feature code.
(1) Balance workload and eliminate overtime when covering multiple time zones : hunt group members can login to any node on the network, Route calls based on longest idle, balanced call count, and circular and linear distribution, Ability to use agent IDs (1,000) for up to 75 hunt groups
Enhance customer service with Smart Prompts
Let callers know their place in line, approximate wait times
Includes supervisor features:
station monitor, Record-a-Call, Barge, and Steal Call, and Join and Record
The number of Agent IDs in a system is 3000, but not all of these would typically be "logged in" at the same time. The number actively logged in to a single ACD group at any time is more a question of Engineering Guidelines based on traffic, network topology, etc.
For ACD record-a-call, there are third party products available from OAISYS and Verint among others.
In release 5.1
A SIP-enabled phone can be the main extension of a user.
The SIP device will be enabled with many features generally expected of a Mitel IP Phone.
With the addition of MiVoice 5603, 5604, and 5607 SIP Phone support, the MiVoice Office’s SIP features and capabilities have been enhanced in two very prominent ways:
They include:
Phone Display Updates – Adding support for updating the display for outbound calls, forwards, transfers and conferencing.
Ad-Hoc Conferencing – Allows a SIP phone to create an ad-hoc conference or add a party to an existing conference. This is a 5603 / 5604 / 5607 SIP Phones only feature.
SIP PHONE DISPLAY UPDATES
In earlier software releases, a SIP phone would not display the name of the called party on an outbound call. The only thing the user saw was the dialed digits. Also, if the call was transferred or forwarded to another destination, the display never changed to reflect the new party. A SIP phone can now receive and accurately display information in a variety of call scenarios including Inter and External Calls phone numbers and names, Forwarded calls, Reverse Transfers, DEE Handoffs, as well as Ad Hoc and Meet Me Conferences.
SIP AD-HOC CONFERENCING
A SIP phone that supports SIP blind transfer message can now create an ad-hoc conference or add a party to an existing conference. This functionality is optimized and validated for a MiVoice 5603 / 5604 / 5607 SIP Phone. This functionality on other SIP devices is not recommended.
Creating an ad-hoc conference is simple:
For the 5603 / 5604 / 5607 the end-user needs to place two calls on hold and then perform a transfer to the conference feature code.
On the Mitel 5610 DECT Handset and Stand to create an ad-hoc conference simply place the first call or conference call on hold, and then call the next party. Once they have answered, transfer them to the conference feature code.
Built-in 4-party audio bridge
22KHz HD audio support
16 mic beam-forming array
Dedicated Digital Signal Processor (DSP)
Adds to the superior audio quality
Easy access to the corporate directory access with a quick search interface
From an end user perspective, the 5000 makes it easy to get started. The 5000 Configuration Assistant provides a voice-guided Telephone User Interface (TUI) for performing common end-user set-up activities which they do irrespective of whether they are inside or outside the facility. The Configuration Assistant allows the user to configure:
Forwarding
Do-Not-Disturb On/Off
Dynamic Extension Express:
On/Off
Mobile phone number
Night mode (if an administrator)
Prior to Version 6 software, MiVoice Office phones needed to acquire their IP address from the site’s DHCP server. This required the technician setting up the MiVoice Office to be aware of the DHCP server connectivity options and align the MiVoice Office’s setup in order to receive the necessary IP addresses for its endpoints. This process introduced complexity, increased the chance of human error at setup, as well as increased product setup time. However, the MiVoice Office with Release 6.0 embedded DHCP server, can automatically provide the proper DHCP options to reduce the chance of a mis-configuration and potentially speeding up installation times.
With Release 6.0, the Customer Configurator role brings a new level of capability that these non-Administrators may use to make simple personnel database adds, moves, or changes. The Customer Configurator will typically be assigned to the “super user”, office manager, or a person that has affinity toward technology. The Customer Configurator may be given the ability to make simple User adds, moves and changes without having to call for external help from a System Tech or Administrator. A good example of the types of changes that might be made by this Customer Configurator include applying new or different names, changing phone numbers, adding new users to a system or supplying forgotten passwords.
This new feature in SysAd adds the ability to program user notification for alarms via email/email generated text messages. Prior to Release 6.0, alarm notification was accomplished via a lit lamp on the MiVoice Office bezel, or by viewing a phone or SysAd display. With Release 6.0, Alarms may also be delivered wherever administrators can receive email / texts. Alarm / Alerts configuration and notification alternatives (email, text message, etc.) are managed in Database Programming. SysAd on the other hand provides for the enabling and disabling of notifications on a per user, individual alarm, and / or alarm group basis.
Alarm notification can be enabled through the new System Alarms Notification windows. This menu, on either the System Alarms content control or System Alarms window, is accessible from two SysAd locations: including a setup button on the main window or the tools button on the System Alarms content control.
Alarm types are presented and enabled individualy or in an Alarm Group. Each type is confirmed through a dialogue box that displays the alarms ID, severity and description. Figure 4 displays such a dialogue Box, with a variety of Alarms types. Additionally, selected alarm notification may be enabled or disabled by selecting a button in SysAd. This has the advantage of temporarly overding the flag set up in Database Programming while maintaining the user alarm notification preferences. Figure 5 illustrates this toggle capability.
The Configuration Wizard within the Database Programming Utility has been updated to allow for simpler MiVoice Office setup and faster deployment. The Configuration Wizard is automatically launched when configuring a default database, and it can also be manually initiated through a menu selection. The Configuration Wizard guides the administrator through the common steps of getting a system up and running.
The Configuration Wizard concludes its interview by allowing the user to launch the User Creation Wizard (discussed earlier) so the initial user configurations can be made at system setup. An example of the initial setup guidance follows.
The Configuration Wizard Welcome Screen
The Full system setup will display all of the configuration wizard pages in sequential order. Also, the user may opt to display the Configuration Wizard at each database programming startup or only once at initial configuration as displayed below in figure 6.
Mitel continues to extend the 5000 CP’s web based administration with Release 6.0 to allow the Customer Configurator to perform the more common 5000 CP Database transactions that require simple User, adds, moves, and changes that will no longer require the Database Programming Client. The 5000 CP will now feature an Administrative Web Portal (AWP) that will allow a person with the correct level of system privileges to make database User additions, and Changes.
As described earlier, Release 6.0 account types will be updated to provide different levels of capability. These capabilities are applied during the login process based on usernames and flags set for that user. For example, Figure 9 shows what the Administrative Web Portal (AWP) would look like for a person defined as User while Figure 10 displays how the AWP would be presented to a person who has been defined as a Customer Configurator or as an Advanced Administrator
For businesses that require more premium UCC solutions Mitel offers the Mitel Applications Suite which combines the most popular applications into a single product with a single interface, running on a single server.
Since it is a single product it can reside on a single server, in a virtual environment or hosted environment.
Also being one product provides IT with a single management view, a single user provisioning, and point to control the network.
Users have one place, the UCA to go to access all of their communication and collaboration functions.
MiCollab client is a single access point for all your business communications and collaboration needs. It enables real-time access to collaboration capabilities by everyone in your organisation, regardless of their location of device.
Features include
Presence: Know whether people that you want to connect with are on the phone, away from their desk or available for a telephone or video call.
Instant Messaging provides secure chat when a quick question or comment is good enough
Dynamic Status: Change your status to give colleague notice of your whereabouts or availability
Corporate Directories: Access everyone in your corporate telephone directory, and click to call from this directory
Collaboration: Escalate a voice call to include rich web and video collaboration
Softphone: Workers enjoy the same intuitive communications management they would experience in the office from a PC or laptop with a softphone.
Visual Voice Mail: provide your users with visual notification of voicemail, including time, date and caller ID
Continuing with audio, web and video conferencing significant enhancement have been made in a number of areas.
These enhancements focus on two areas; simplifying and enhancing the capabilities of the leader of the conference and simplifying the access to conferences for participants.
Often conference members can only join a conference via audio. These audio only participants can now be identified with the option to join a conference using a participant identification number. This gives the conference owner, the option to identify every joining conference member and to have a single view of the combined group of audio and web participants.
Bi-directional audio is also now supported through the conference windows native client and conference members who join a conference via the browser view interface can now make use of one-way listen only audio. Both of these new enhancements remove the need for the conference to have additional audio capabilities for listening to conferences and meetings.
This release extends our video support and adds SIP support to allow the MiVoice Conference Unit and other 3rd party endpoints to join a multi party audio, web and video conference with Video
There are often cases where a conference leader may wish to prevent people from joining a conference, a typical example of this might be when a conference has already started. The new option of Audio conference lock provides an option to prevent additional participants from joining this type of conference.
Also for the leader of the conference we have the new capability for a conference join announcement which can be used when the leader has requested that all joiners, join the conference muted.
As an added management option, new for this release is the option to automatically delete server stored conferences
The MiVoice conference unit can now also be an endpoint conference participant and we will look at this device separately in this webinar
Mitel Customer Service Manager is an entry level contact center solution and is available exclusively on the MAS. CSM enables basic contact centers or workgroups to efficiently monitor, manage and route calls. It provides real-time business intelligence, including call performance and agent activity reporting, as well as agent productivity tools, including screen pop and PIM integration. Customer Service Manager (CSM) provides:hunt/ring group-based routing and longest idle routing of calls, CSM Clients which improve agent and supervisor productivity with call management, screen pops with PIM integration and call control. There is also a set of Reporting Tools which deliver both historical and real time management reporting, as well as call recording capability. There are Optional modules are available to address more advanced requirements such as Intelligent Router— provides more advanced options, such as routing by skills set, or look-ahead routing, which changes the route a call takes based on real-time performance indicators. Media Blending — gives you a more flexible approach to contact and availability by allowing you to route media such as email, fax, and SMS text (using appropriate gateways) as email to agents in the same manner as voice calls. Customer Service Manager reporting tools provide historical and real-time reporting on over 200 filterable statistics, with over 500 real-time graphical displays and over 100 historical reports. Customer Service Manager also offers integrated call recording to augment the Reporter modules with high quality call monitoring.
MCD IP Console Basic Support
Release 5.1 now allows one or more Mitel 5550 / 5540 IP Consoles to reside in a single MCD controller configuration being monitored by Business Dashboard / CSM. As MiTAI does not support monitoring of these devices, changes to Business Dashboard / CSM have been implemented to ignore the console(s) in the configuration, and No reporting or Call Control will be provided.
Calls entering the system via the console will be ignored until they are transferred by the operator to the next point (extension, hunt group etc.). Monitoring by CSM will start from that point.
5000 CP Dynamic Extension Express Support
Dynamic Extension Express on the 5000 CP is a feature where incoming calls to users are routed to multiple destinations, for example, the user’s desk phone, mobile phone, or both at the same time. The 5000 CP uses a Personal Router Device (PRD) to route Dynamic Extension Express calls.
CSM models a PRD as a hunt group which is shown in the hunt group list for:
CSM Data Manager
The Filter Manager in Intelligent Router
Reporter Real-Time
Mitel RealViewer
Reporter
Dynamic Extension Express Client Control
The CSM client allows users to enable or disable the Dynamic Extension Express feature on a user. The end user may associate the Enable Dynamic Extension Express or Disable Dynamic Extension Express actions to User Buttons, and click on the buttons to enable or disable Dynamic Extension Express on a user.
The clients also support the Dynamic Extension Express Handoff feature where users can “push” a call from their main extension to associated destinations, and “pull” a call that was routed to a mobile or home phone back to the main extension. When a Dynamic Extension Express call is answered by the client’s handset, the user may click on the Dynamic Extension Express Handoff button to “push” the Dynamic Extension Express call to all active destinations. If a Dynamic Extension Express call is answered by an outside party, for example a mobile phone, the user may click on the Dynamic Extension Express Handoff button to “pull” the call back to the client’s handset
5000 CP Dynamic Extension Express
Ring multiple destinations at same time
Hand-off to push and pull calls to active destinations
Mitel 5550 / 5540 IP Consoles
Basic console support now available for MCD
Data capture support tools to assist with trouble shooting
Supports:
5000 CP Release 4.0
Microsoft Windows® 7 Interoperability
Client and Reporting
