best phone system for business 2016

MiVoice Office 250

May 2015

| ©2015 Mitel. Proprietary and Confidential.

Why should Business customers choose Mitel?

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• 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 MiVoice Office 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.


MiVoice Office 250

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• Digital / IP Platform supporting up to 250 Users

• Plug n’ Play Expansion Modules

• Deep applications portfolio building on rich embedded applications with full UC suite accessible via MiCollab / MiCollab Client

• 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


MiVoice Office 250

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EFFICIENCYEMPLOYEE PRODUCTIVITYACCESSIBILITY

COST EFFECTIVEHYBRIDCONVERGENCE

EASY TO DEPLOY & MAINTAINUSER WEB PORTAL

Enhance Staff Productivity, Customer Service and Lower your overall Total Cost of Ownership


What’s New in Release 6?

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Single Access Point For All Business CommunicationsIT 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

Solution Overview


Out of the Box Embedded Applications

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THE BASICS NEEDED TO GET TO BUSINESS … DAY 1

• 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


Simplifying the Experience

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• 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


Eliminate Hosted Audio Conferencing Fees

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• 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


More than Simply Voice Mail

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• 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


Unified Voice Message Synchronization for Google Gmail

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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


STAR: Scheduled Time Based Application Routing

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• 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


Mobile Workers who don’t have dedicated desks?

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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


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

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In Office Experience Anywhere

• 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

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How do I route calls so my customers aren’t kept waiting?

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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


Teleworking

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•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


Meet-Me Conferencing

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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


SIP Phone Conferencing & Display Updates

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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


Automatic Call Distribution (ACD)

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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!


MiVoice Desktop Portfolio

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5330Mainstream Business Phone

5340Premium Business Phone

5324Mainstream KeySystem Phone

5312Entry Key System Phone

5360Executive Set

5320Entry Enterprise Phone

Digital Phones 8528 & 85685610 IP DECT

GigE Stand

LineInterfaceModule

Cordless Handset / Headset

PKM 12 and 48 – 5324 / 5330 / 5340

Accessories

MiVoice DECT 5610

MiVoiceDigital Phones 8528 & 8568

MiVoice Conference

Phone

5304Basic Display Phone

MiVoice SIP Phones 5603, 5604 & 5607


Audio Conferencing – Superior Audio Performance

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• MiVoice Office 250 support for the MiVoice Conference Phone

• Built-in four-party audio bridge

• 22 KHz HD audio support

• 16 mic beam-forming array

• Dedicated Digital Signal Processor (DSP)

• Corporate directory access


Easy to Get Started – User Configurtion Assistant (Web and TUI)

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• 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


DHCP for MiVoice Office 250 Endpoints

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• 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


Customer Configurator

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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


Alarms/Alerts via Email

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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


Configuration Wizard

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Single Access Point For All Business Communications

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

MiVoice Office 250 R6.1What’s New in Release 6.1?


What’s New in Release 6.1

•MiVoice Office 250 rebranding

•Multimedia Integration

•ACD SIP Device Support

•Enhanced SIP Handset Security

•PS-1 Solution Enhancements

•BT CLIP for the UK

GA date of 9th October 2015



•MiVoice Office 250 branding• Introduce new naming to the system• Introduce new logo into documentation



•Multimedia Integration

• Support for video

• SMB customers to benefit from video

• Supports the MiVoice Video Phone and other endpoints



•ACD SIP Device Support

• Support for SIP endpoints to be ACDanswer points

• Login and out of ACD hunt groups

• Mitel Phone Manager Softphone Client can act as ACD agent

Available as a Patch Release in November 2015



•SIP Device Security

• Stronger login passwords

• Alphanumeric password support



•BT CLIP (regional enhancement for the UK)

• Caller ID for analogue solutions

• Route calls intelligently based on caller

• Ideal for smaller Healthcare, Hospitalityand Real Estate verticals



Other Enhancements

•PS- 1 Solution Enhancements• Can be utilized in a Virtualized environment

•Attendant Console Support• Support for Microsoft Windows 8.1

•Windows 10 Support• Scheduled for a SP1 release in January

2016

Better Together with Mitel UC applications

MiVoice Office 250 Eco-System


MiVoice Office 250 Portfolio

Call Recording

HandsetsContact Center

OutboundCampaigns

RemoteWorkers

MiVoice Office 250 PBX

Collaboration& Softphone

Mobile

Mitel Phone Manager


Mitel Phone Manager – General Features

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• Windows 7/8/8.1

• VMWare ESXi v5.1 & 5.5

• Windows Server Hyper V

• Outlook 2010/2013 support

• Hunt group voicemail notifications

• SIP Softphone

Value Proposition

• Improved customer experience • Enhanced employee productivity

Value Proposition

• No additional business costs for entry level UC capabilities

Value Proposition

• Deploys easily• Easy to manage from a central location

rather than individually on each users PC


Mitel Phone Manager – General Features Continued

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• Multi Location Hot Desk Support

• Schedule for Night Mode

• Follows normal CT/GW requirements

• Station Volume Control

• Group MWI indications

Value Proposition


Value Proposition


Value Proposition




Mitel Phone Manager – Outlook User

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• Highlight & Dial

• Outlook Search & Dial – Outlook/AD

• Outlook Integration – DND Status/pop

• Outlook Auto Create Meet-Me appointments

• Call Details Banner – Customizable - Color

• Phone Presence

• Inbound Call Control – Answer/Divert/VM

• Mid Call Control – Hold/Tsf/Consult/Add/Clear

• Call History – Dial-able

• Change Endpoint states – i.e. Set DND

• Chat

Value Proposition


Value Proposition


Value Proposition




Mitel Phone Manager – Professional User

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Outllook level features + CRM = Professional

•5 Configurable buttons

•CRM Integrations including SF/Goldmine

ACT/Dynamics/Maximizer/Sugar/Tigerpaw

Zoho/Netsuite

•Keystroke/VB Script Macros/.NET/API

•Centrally managed custom toolbars

•TAPI Support

•Customizable Centrally managed Toolbars

Value Proposition

• Improved customer experience • Enhanced agent productivity

Value Proposition

• CRM integrations for improved efficiency

Value Proposition




Mitel Phone Manager – Team Leader

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Outllook level features + CRM = Team Leader

•Remote control of DND

•Log In and Log Out Agents

•Remote control of FWD

•Continuous Silent Monitor

•Hunt Group status icons

•Hunt Group email box status

•Hunt Group call waiting status

•Desktop system alarm notification

Value Proposition

• Improved Supervisor controls• Enhanced employee productivity

Value Proposition


Value Proposition




Office Environments and SIP Softphone

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• Outlook Screen Popping

• Highlight to Dial

• System Speed Dials

• System Directory


Desktop Icons

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SIP Softphone (licensed option)

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Key Features:

•MiVoice Office 250 SIP extension device, (Category F License required)

•Integrated Soft Keys (5 buttons), User Customizable

•Headset API Support for Plantronics & Jabra

•User Mobility

•Same User Interface as using Phone Manager to control a desk phone

Key Benefits:

•Combines presence client with Softphone for simplicity

•No need to train users on separate presence & Softphone clients

•Swap between controlling a desk phone or taking calls via the integrated SIP extension when changing locations

•Save desk space

•Future ACD Agent Support


Caller Identification Toast Banner

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Call History

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• View Call History

• Redial from Call History with a button click

• Easily identify:

• Missed Calls

• Calls from Contacts

• Calls from Personal Directories


Change the Phone Status / Presence

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• Easily View & Change Status displayed by your Phone

• DND

• In a Meeting

• At Lunch

• Instantly View Colleagues Presence

• Instant Message Colleagues


3 Levels of User Licensing for Phone Manager

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3 Levels of User Licensing

•Outlook - Basic License is bundled with each solution

•Professional

•Team Leader – Supervisor Level User

MiContact Center Campaign Manager


MiContact Center Campaign Manager

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• Progressive Dialer designed for SMB

• Uses MiVoice Office 250 to make calls

• Handles ‘do not call’ lists

• Browser user interface for supervisors

• Staff use Phone Manager Pro version

• Real-Time campaign dashboards

• Simple CSV file imports

• Integrates to MiContact Center Office (CSM)

• Call Blending for inbound staff

• Screen pop and edit customer data

• Fantastic ROI proposition

Value Proposition • Huge increase in staff productivity• Increased customer sales• Reduce inbound idle time

Value Proposition• Utilize existing investment in PBX &

CSM• Does not ‘burn’ data like a

predictive dialer

Value Proposition• Deploys easily• Easy to manage from a central

location rather than individually on each users PC


System Dashboard

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Supervisor Simple overview of all live campaigns

• Four primary stats • Calls Today• Answered Calls• Decision Maker

Contacts• Sale

• View multiple campaigns• Simple Traffic Light for data

status• # Users assigned• Call Backs Due


Campaign Dashboard

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Supervisors drill into Campaign performance

• Same Four primary stats

• Data Usage chart

• Results breakdown

• Live users view


Mitel Phone Manager User Software

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• Shows user’s own stats

• Left side shows call data

• Right side shows actions

• Call Control

• Disposition Codes

• Login / pause / End Wrap


How does licensing work?

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• Customer needs Phone Manager PRO installed for each user

• MiContact Center Campaign Manager Base System – (Mitel Part Number 51303626) includes 5 concurrent dialer users

• MiContact Center Campaign Manager user – (Mitel Part Number 51303150) required for each additional concurrent user

MiContact Center Office


Agent and system resource utilization

Agent productivity and effectiveness

Agent performance

Drive Your Business with MiContact Center Office

Optimize

Measure

Monitor

An Entry-Level Contact Center for Mitel Communications Platforms

Training needs, cost savingsIdentify


Established Market Presence


• Identify trends

• Peak traffic hours

• Departmental efficiency

• Employee productivity

• Call loss

• Pinpoint bottlenecks

• Network

• Personnel

• equipment

Get the Complete Picture• Building on MiVoice Business Dashboard

functionality, MiContact Center Office adds entry-level contact center functionality

• Agent visibility and control

• Supervisor positions for monitoring and control of agent groups

• Multimedia allowing your customers to contact you via email as well as voice

• Complete historic and real-time reporting for voice and email

• Visual wallboards for agents or agent groups

You can’t manage what you can’t measure


Spend Less Time Making Better Decisions

• Focus on business priorities by filtering out unimportant information

• Customizable filters

• Drill-down views

• Customizable reports and color graphical displays

• Easy to use

• Easy to understand interface

• Intuitive menus


Maximize Contact Center Effectiveness

• Track all aspects of contact center activity• Calls

• Emails

• Agent states

• Service levels

• Lost calls

• Line usage

• Identify areas requiring improvement

• Automate reports – printing, emailing, or publish to web


Agent Productivity

• Queue Activity

• See callers in queue

• See emails in queue

• View call history

• Telephony control from your PC

• Agent login / logout and status change

• Call annotation

• Set account code

• See colleague status

• Automate call actions based on call type or agent status change


Agent Productivity

• Screen pop database records on incoming and outgoing calls or emails

• Out of the box integrations with Microsoft® Office, Microsoft Access®, Goldmine®, ACT! By Sage, Maximizer™

• Answer callers by name


• Agent and queue visibility

• See how many calls are waiting

• View longest call waiting times

• See agent status and time in that status

• Monitor and control agent call activity

• Listen in or intrude on calls

• Steal calls

• Force agent state changes

• Identify areas for improvement

• Reporting

• View real-time and historic information

• Run reports on demand

• Schedule automatic reports

Supervisor Control


• Customers can contact you by voice or email

• Voice and email in combined queue

• Re-queue your abandoned calls

• Screen pop from email addresses

• Provide automatic updates and replies to customers

• Integrate with Microsoft Outlook®

• Combined voice and email reporting

Multimedia Option

MiCollab


MiCollab – For Users

One place to access all communication tools

•Access at any time

•Access from anywhere

•Access on any device – Mobile to tablet device to desktop

•Use the communication tools of user choice

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Single Access Point For All Business Communications

An in-office experience from anywhere


MiCollab Client

• Presence

• Instant Messaging

• Dynamic Status

• Corporate Directory

• Click – To - Call

• Collaboration

• Call History

• Softphone

• Visual Voice mail

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Single Access Point for All Business Communications


Audio, Web and Video Conferencing

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• Reduce travel time and expenses

• Eliminates costly hosted services expenses

• Ad Hoc and Reservation based conferencing

• Share sensitive information in a secure workspace

• Presentations, spreadsheets, file sharing, video, white boarding

• Recording facility for future playback

• Integrate with leading cloud based services Google®

#Mitel

best phone system for business 2016

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