MiVoice Office Application Suite - Technical Manual
What's New
Various fixes included. Please view release notes.
Various fixes included. Please view release notes.
Various fixes included. Please view release notes.
Release 6.1.0.178 of 69xx firmware is now included with the build.
Release 6.1.0.171 of 69xx firmware is now included with the build.
MiVoice Office Application Suite has now been updated to support the latest Windows 11 operating system.
MiVoice Office Application Suite has now been updated to use the latest 4.8 .NET Framework.
MIVoice Office Application Suite now installs SQL Server 2019 on new installations.
MIVoice Release 6.1 of 69xx firmware is now included with the build.
New 6.1 teleworker location update notifications are now enabled by default for any remote 69xx phones running release 6.1 or higher
Various fixes included. Please view release notes.
Firmware has been added to support the following new 6900 handsets:
Other 'T' variants of phone are supported with existing firmware.
The following changes have been made to Phone Manager plugin support:
Night mode support added to Phone Manager Macros (requires Professional or Team Leader)
The following updates have been made to the 6900 phone integration for the MiVoice Office 250:
The 6970 conference phone is now supported on the MiVoice Office 250. Firmware for the phone is now included. In addition, differential ring tones for external and hunt group calls is also supported and some additional softkey features have been added.
Link to 6900 Configuration Section
A Phone Manager Salesforce Lightning Adapter is now available, providing dialing, call control and screen popping from within the Salesforce UI.
Link to Salesforce Adapter Documentation
The following update has been made to the call routing feature:
The following updates have been made to the Real-Time reporting features:
Link to Real-Time Reporting Section
The following updates have been made to the Historical reporting features:
Link to Historical Reporting Section
The following updates have been made to filtering :
The following updates have been made to the 6900 phone integration for the MiVoice Office 250:
In addition to the new features above, the disabled Link Layer Discovery Protocol option has been removed from default configuration profiles and the Call Hold Reminder has been enabled by default.
Wireshark is now included in the installation and NPCAP is used instead of WinPCAP for packet capture.
Link to Call Recording Section
Due to functionality limitations and Microsoft's focus being on other browsers, support for IE is being deprecated. This means we cannot guarantee that all functions will work in future versions of Application Suite and recommend the use of one of the other fully supported browsers. Issues using IE will be looked at on a best endeavors basis.
When used with PBX version 6.3 SP3 or greater, it is now possible to use a 6900 phone as the supervisor for Station Monitor, Barge In and Steal. A new 'Station Monitor' softkey has been added to the options for a keymap, which is used to control this functionality.
Server based Contact Directories can now be accessed from 6900 phones along with a user's personal Phone Manager contacts. This feature is enabled by default on 6900 phones local to the server.
Link to 6900 Directory Section
Where 6900 phones have been assigned to a user, the call history is now provided by the server. This provides the user with a single call history which shows calls made on any of their devices, whether they view it through a 6900 phone, Phone Manager Desktop or Phone Manager Mobile. A user based call history also means that any SIP Hot Desk users now have a call history which follows them wherever they log in.
Link to 6900 General Settings Section
Phone Manager Desktop now has support for Kuando Busylight to display extension or agent status for co-workers to see. Busylight support is available in Professional & Team Leader licenses.
Link to Client Profiles Section
The forms for editing and creating keymaps have been updated to provide a significant performance improvement over previous releases.
The remote forward softkey has been updated so that it can only be used if the local extension has been configured as an Administrator phone on the telephone system.
The following enhancements have been made to the features and user interface for historical reporting:
Link to Call Reporting Section
This new softkey provides the ability to use the Record-A-Call feature of the telephone system by utilizing the local conference feature of the phone.
A new Client Profile option has been included to control Phone Manager client's usage of the SIP softphone. In addition, Phone Manager now provides users with the option of using their SIP Hot Desk extension as a softphone meaning users can easily switch between hot desking to a physical 6900 or running as a softphone, all from a single extension number.
Link to Client Profile Section
This new softkey provides the ability for a user to remotely configure the manual forwarding on another extension on the telephone system.
The following updates to the real-time reporting interfaces have been included:
Support for Windows Server 2019 has been added with this release software.
A variety of 6900 updates have been added, this includes:
User avatars can now be added/edited through the website for users who are not running Phone Manager.
Changes to existing softkey types and additional softkey types have been introduced. This includes:
Real-Time alarms configured against wallboard or dashboard tiles can now be configured to send a tile alert to one or more 6900 phones. This provides a temporary snap-shot visualization of the tile and an audible alert to the user.
Link to the Real-Time Alarms Section
In preparation for the future release of the Fire TV Application for accessing Real-Time Wallboards, MiVoice Office Application Suite has added support for linking and trusting a Fire TV application.
Link to TV Application Linking Section
In preparation for the future release of Phone Manager Mobile Client with CallKit support, MiVoice Office Application Suite has added support for the Apple VOIP notifications.
Real-Time alarms configured against wallboard or dashboard tiles can now be configured to send an email alert to one or more addresses.
Link to the Real-Time Alarms Section
With Multicast DNS enabled, the Auto Discovery feature can be used to enable out-of-the-box 6900 phones to automatically find the MiVoice Office Application Suite server without the need to configure any DHCP options.
Changes to existing softkey types and additional softkey types have been introduced. This includes:
Additional options for how configurations are applied to phones has been provided. These provide flexibility to override local settings, make them read-only to the user or just set default.
Link to 6900 Configuration Section
To aid in 6900 handset deployment, engineers/administrators can now view and edit user's keymaps. Access to user keymaps is provided through the Phones section.
Link to the 6900 Phones Section
Phone Manager Desktop will now notify end-users when a newer version has been installed on the server and will provide the user with a download link. This feature is controlled via the user's Client Profile.
Link to Client Profiles Section
Some improvements to MiVoice Office Call Recorder have been made which allows users to delete calls/call segments from the system, if they have the correct permission. To enable this feature a Recording Deletion license is required.
Link to Recording Deletion Section
To simplify the deployment of 6900 phones and Phone Manager softphones, MiVoice Office Application Suite can now query SIP phone credentials from the telephone system* to simplify deployment.
* Requires 6.3 SP1 & CTGW 5.0.64
Link to the Softphone/6900 configuration section
To simplify the deployment of 6900 phones and Phone Manager softphones as teleworker phones, MCS has been updated to use the MBG provisioning API.
Link to the Teleworker API configuration section
Call state options are now available for softkeys to control when certain keys appear on the phone (idle, ringing, connected etc).
Some additional options have been added to the general settings section to provide the following features:
Phone Manager Toolbars can now be populated with personal ACD statistics when combined with an ACD Reporting license.
Link to Phone Manager Personal Wallboard
To help deploy Phone Manager Desktop to client computers, a new 'Software Deployment' section has been introduced which allows client installations to be uploaded to the server and invitation emails sent out to users for self-install of the product.
Link to Phone Manager Software Deployment
The Call Routing feature can now be used to route incoming calls back to the agent who last handled a call from the same caller ID. A new 'Route to Last Agent' type has been added to the existing routing rule options.
To improve reporting statistics, rules can now be configured to automatically logs agents out of all or individual hunt groups. This helps to avoid scenarios where agents forget to logout which can skew status statistics.
Link to Automatic Agent Logout section
This version of MiVoice Office Application Suite sees the introduction of 'Real-Time Reporting' services, Mitel 6900 Handset support, Call Routing, Calling Party Number Substitution and other updates to existing features.
View real-time call, DND* and ACD* statistics through the MiVoice Office Application Suite website. Users have access to single statistic and ticker tape tiles in addition to media streaming.
* License permitting
Link to the Real-Time Reporting section
Historical reporting has been updated to include DND* and ACD* based columns/reports. Keep track of when agents login/out and see how much time they spend wrap-up or do-not-disturb.
* License permitting
Link to the Call Reporter section
Remote MiNET IP extensions connecting through a MiVoice Border Gateway can now be recorded as long as there is no more than one extension behind each remote IP Address.
Link to the Call Recorder section
MiVoice Office Application Suite now supports the Mitel 6900 series of SIP handsets in conjunction with the MiVoice Office 250. MiVoice Office Application Suite acts as a configuration server to provide the handsets with firmware, keymaps and configuration. The 6900 handsets are new premium handsets with color screens.
Link to the Mitel 6900 Handset section
This new feature provides a dynamic way of changing the calling party number presented based on the number being dialed. This feature works in conjunction with calls made through Phone Manager Desktop and Phone Manager Outbound.
Link to the Calling Party Number Substitution section
This new feature provides dynamic call routing based on a database lookup, or fixed routing of calls queuing at hunt groups.
Link to the Call Routing section
Phone Manager Desktop now includes support Group Chat, DSS/BLF & Park Toolbar Buttons.
For more information on Phone Manager Desktop enhancements, please refer to the Phone Manager User Guide.
Campaign Manager, the outbound progressive dialing solution for the MiVoice Office 250 has now been renamed to Phone Manager Outbound.
The following new licenses have been created to support the new features available in MiVoice Office Application Suite 5.1:
The connected clients screen has been renamed 'User Connections' and has been updated to provide information on all user based connections, including Real-Time Wallboard/Dashboard Users and Mobile users. In addition, a new 'Connected Devices' screen provides information on license usage of the new Mitel Handsets and ACD reporting licenses.
Refer to the User Connections or the Connected Devices section for more information.
This version of MCS sees the introduction of MiVoice Office Call Reporter & MiVoice Office Call Recorder to the solution as well as some enhancements to Phone Manager Desktop & Mobile Clients..
Provides historical call reporting and scheduling for all internal and external calls on the system. Each user given permission can access reporting through the MCS website and run default reports or customize their own. Reports and filters can be shared between users and then scheduled to be emailed. Reporting and Scheduling are licensed features.
Link to the Call Reporting section
Provides the ability to record all or a subset of calls on the telephone system using a Record-A-Call or RTP/SIP based port mirroring. All calls that are recorded are stored centrally on the server and can be played back by users through the website or through Phone Manager Desktop.
Link to the Call Recording section
Phone Manager Desktop now includes support for initiating conferences from the Call Banner in addition to toolbar button improvements and access for users to easily Push/Pull calls using the HandOff feature of the telephone system, all from the Call Banner.
A new configuration option has been added to each user which allows the caller ID for any call they are on to be hidden from other users' Phone Manager displays. Please review the Users section for more information.
For more information on Phone Manager Desktop enhancements, please refer to the Phone Manager User Guide.
The system now supports voucher based licenses which means a known Site ID is no longer required when ordering license updates, simply apply a purchased voucher to any MCS 5.0 or higher system. In addition, a new concept of trial licenses has been introduced to allow customers to try features of the product before they buy. Software assurance and support (SWAS) contract for the software are now visible on the license pages of the website to keep users informed of the system's support status.
With this release of software, node based licensing has changed and additional licenses have been added for the new reporting and recording features. Please review the License Overview section for more information.
Refer to the Voucher License section and Trial License section for more information.
On new installations SQL Server 2014 is now being installed (upgraded sites will continue to run on SQL 2008 R2). In addition, support for Windows Server 2016 has now been added including Hyper-V support on the platform.
From release 5.0, Mitel Communication Service is supported on 64-bit operating systems only.
Refer to the Requirements section for more information.
A new screen has been introduced to the Phone Manager Desktop section which provides details on all connected clients (Phone Manager, API and Call Recorder Clients). Information on the version of software the client us running is provided along with IP address and user details.
Refer to the Connected Clients section for more information.
This version of MCS sees the introduction of Mitel Phone Manager Mobile along with a number of improvements to existing features of the solution.
Phone Manager Mobile
Phone Manager Mobile for iOS and Android provides access to Phone Manager features on the go. Features include access to Contacts, Global Directories, Chat with other Phone Manager users and receive Voicemail, Missed Call and Call Routing alerts. Phone Manager Mobile also has a Softphone capability.
Link to Phone Manager Mobile section
Presence Profiles
Presence Profiles are a new way of controlling DEE, Forwarding, DND and UCD status all from a single profile change. Presence Profiles are a requirement for using the new Phone Manager Mobile application and are enabled by default for users on new installations.
Link to Presence Profiles section
User Profile Updates
To improve the user's Phone Manager experience the MCS now downloads all Dynamic Extension Express devices a user has assigned.
This version of MCS sees the introduction of MiContact Centre Campaign Manager along with a number of improvements to existing features of the solution.
Campaign Manager
Campaign Manager is a progressive dialing solution designed specifically for the MiVoice Office 250. Using the Mitel Phone Manager Professional or Team Leader client as a front end, Campaign Manager automates the process of making calls from a user's Mitel extension and provides centralized management and statistics for supervisors.
Link to MiContact Center Campaign Manager section
Telephone Profiles
The ability to add/edit/delete the telephone formats used by the Phone Manager plugins has been added to provide flexibility to customize the searches for screen popping and/or call history entries based on a customer's requirements.
Link to Telephone Profiles section
User Profile Updates
To improve the user's Phone Manager experience the MCS now offers the ability to store Hot Desk PIN and Voicemail PIN numbers against a user's profile.
Common SMTP Configurations
To help with the setup of email support, configurations for common SMTP servers have been documented.
Link to Gmail SMTP example section
Link to Office365 SMTP example section