About this Document
This document is designed for administrators who need to install or upgrade the Mitel Communication Service and Phone Manager applications in association with Mitel MiVoice Office 250.
Chapter 1 provides a brief introduction and overview of the Communication Service and Phone Manager products.
Chapter 2 describes installation procedures for the Communication Service software.
Chapter 3 describes installation procedures for the Phone Manager Client software.
Chapter 4 includes engineering guidelines on configuring Phone Manager Softphone and Remote Connections
Introduction
Mitel Communication Service is a Microsoft Windows © software application that connects to the MiVoice Office 250 PBX Open Architecture Interface (OAI) and, as well as providing various features, is the server for the Phone Manager UC and CTI client software application.
The software maintains a Microsoft SQL© database and can be configured using a browser and automatically maintains sync with the PBX as DB Programming changes are made.
The objective was to design a server application that is simple to install and configure and maintains a low cost of ownership for the end user.
About Mitel Communication Service
The Mitel Communication Service is a server-based software application that provides the following features:
- Supports Phone Manager Desktop and Mobile UC clients
- Manages user's device status using Presence Profiles
- Provides dialer features through MiVoice Office Phone Manager Outbound
- Provides call logging and reporting features through MiVoice Office Call Reporter
- Provides call recording features through MiVoice Office Call Recorder
- Provides real-time call, DND & ACD statistics through MiVoice Office Real-Time Wallboard/Dashboard
- Acts as a configuration server for Mitel 6900 series handsets
- Group Messaging
- Agent Hot Desking
- Alarm Notification
The applications are specifically designed for the MiVoice Office 250 to improve desktop interaction with the telephone system for the user.
Communication Service
The Communication Service runs as a combination of a website, a desktop administration tool, a SQL Server database and seven windows services.
- Website:
- Provides an administrative interface for configuring the application features and settings
- Provides status information and historical event tracking for the solution
- Desktop Administration Tool:
- Provides a way to edit the SQL connection details
- Provides a way to check and perform manual DB updates
- SQL Server:
- Stores all configuration information
- Stores historical call and Chat history for users
- MCS Watchdog Service:
- Controls automatic database updates post installation
- Controls the status of all other services
- MCS CTI Host Service:
- Proxies connections for Phone Manager Clients and the Logger Service to the MiVoice Office 250
- Implements Agent Hot Desking, Group Messaging & Alarm Notification features
- MCS Logger Service:
- Logs all internal and external calls made by all devices on the system to the SQL database
- Handles the recording of telephone calls via RAC and IP/SIP Extension Side port mirroring.
- MCS DB Service:
- Manages database archiving and database backups
- MCS WCF Service:
- Provides configuration information from the database to all services and the website
- MCS Gateway Service:
- Provides integration service support
- MCS Campaign Manager Processor:
- Manages the imports, exports and reports for the Phone Manager Outbound
- MCS SIP Proxy
- Manages SIP registrations for Phone Manager Mobile Softphones
- MCS Reporting
- Processes all reports run through the website or through schedules.
- MCS Call Archiver
- Processes all call recording archive routines to local and network shares.
- MCS Realtime
- Processes all call/DND/ACD in real-time to provide information to Wallboards & Dashboards
- MCS Handset
- Interacts with Mitel 6900 Series handsets, handling firmware, BLFupdates, keymap and configuration profile updates and images.
Direct connections to the MCS SQL database are not supported. The database structure will change with version upgrades. Customers accessing the database directly will not be supported.
Phone Manager Desktop
Mitel Phone Manager is a windows desktop client application that provides complete control of your MiVoice Office 250 Extension. The application is designed to give users easy access to the core MiVoice Office 250 features and enhance them by providing:
- Real-time status visibility of other users on the system
- Control of personal presence including control of Dynamic Extension Express
- Access to global and personal directories
- Chat between Phone Manager users
- Access to personal and group voicemail boxes
- Integration to Microsoft Outlook and other third party applications
- Access to call history
- Softphone mode that allows Phone Manager to be an extension on the MiVoice Office 250 system
Phone Manager is available in four different license levels; Standard*, Outlook, Professional & Team Leader. Each license level offers an increase in features over the previous level
* Phone Manager Standard is not currently available to purchase
Phone Manager Mobile
Mitel Phone Manager Mobile for iOS and Android provides the following features:
- Snap-shot status visibility of other users on the system
- Control of personal presence including control of Dynamic Extension Express
- Access to global and personal directories
- Chat between Phone Manager users
- Access to call history
- Softphone mode that allows Phone Manager to be an extension on the MiVoice Office 250 system.
Licensing
The Communication Service is licensed via a software key. The key contains all licenses required for the server application and the Phone Manager Client applications.
To license the software an internet connection is required. The license can either be applied online through the software or offline via file transfer if the server running the Communication Service does not have access to the internet.
For more information please review the Initial Configuration section.
