MiVoice Integration for Google 1.0 Product Bulletin PB Product Bulletin

19 

Loading....

Loading....

Loading....

Loading....

Loading....

Full text

(1)

Product

Bulletin

Product / Program Bulletin

Title: Introducing MiVoice Integration for Google 1.0

Summary:

Mitel® is pleased to announce the upcoming General Availability of MiVoice Integration for Google Release 1. MiVoice Integration for Google offers computer telephony and productivity features for Mitel MiVoice Business and Google users, including inbound, outbound, and in-call capabilities, all integrated within the web browser user interface via Google Chrome Extension. The product will be released to Controlled Introduction effective December 15th, 2014, followed by General Availability later in January 2015.

Bulletin Number: PB20140217

Business Channels: authorizedPARTNER AP

authorizedPARTNER Canada authorizedPARTNER Europe authorizedPARTNER M US authorizedPARTNER MEA authorizedPARTNER SPac AP authorizedPARTNER UK authorizedPARTNER US Branch Office US Distributor AP Distributor Caribbean Distributor Europe Distributor MEA Distributor SPac AP Distributor UK Distributor US

Exclusive Business Partner Canada Exclusive Business Partner US Gold Solution Provider Caribbean Gold Solution Provider Latin America

Government US

Platinum Solution Provider Brazil Platinum Solution Provider Caribbean Platinum Solution Provider Latin America Platinum Solution Provider Mexico

premierINTEGRATOR Europe premierINTEGRATOR MEA premierINTEGRATOR UK premierPARTNER AP premierPARTNER Canada premierPARTNER Europe premierPARTNER MEA premierPARTNER SPac AP premierPARTNER UK selectPARTNER Canada selectPARTNER Europe

(2)

selectPARTNER MEA

selectPARTNER UK

Effective Date: December 2, 2014

Target Market / Opportunity / Positioning

MiVoice Integration for Google is a component of Mitel’s Business Application Integration and Communications-Enabled Business Process (CEBP) strategy:

Mitel’s Business Application Integration strategy begins with key integrations and middleware infrastructure that ties communication users, their business applications, and their customers together in ways that improve productivity, minimize process latency and reduce reliance on manual / human intervention to meet key business metrics. It builds around native Mitel integrations, the Mitel Open Integration Gateway, and other open Mitel interfaces, and uses off-the-shelf, third-party integrations, connectors, plug-ins, and middleware that are routinely deployed to facilitate CEBP. This includes more than 50 existing horizontal and vertically-focused CRM / ERP integrations from Mitel and our Mitel Solutions Alliance (MSA) partners, such as those for

Google®, Oracle, SAP, Microsoft®, Remedy, Sage, Salesforce.com®, and SugarCRM. The MiVoice Integration for Google is one component of this rapidly expanding integration portfolio.

With more than 50% market share, Google® Applications is a dominant offering among cloud productivity suites. Similarly, Gmail dominates the enterprise cloud email market with more than 50% market share. MiVoice Integration for Google unites Mitel voice and Google Applications in a single cloud-based solution that helps customers maximize the value of both investments. MiVoice Integration for Google is expected to help Mitel resellers position MiVoice Business and MiCloud as the ideal communications platform for existing and prospective Google Applications and Gmail customers.

(3)

Product Overview / Features & Benefits / Description

MiVoice Integration for Google offers computer telephony integration (CTI) and productivity features for Mitel MiVoice Business and Google users, including inbound, outbound, and in-call capabilities, all integrated within the web browser user interface via Google Chrome Extension, and accessed with a single sign-on. These include:

• Inbound features (such as toaster-pop and answer call)

• Mid-call features (such as transfer, conference, hold, retrieve call; create call notes) • Outbound features (such as search for contacts and click-to-dial)

• Activity tracking features (save call notes and logs to Google contact Notes field)

MiVoice Integration for Google enhances Mitel / Google enterprise productivity in several ways:

Unified Workspace: Mitel phone and PBX features are overlayed in web browser tabs using a Google Chrome Extension, so users can log in once to access Mitel telephony and Google Applications, and simplify the process of communicating with and documenting their client interactions. By minimizing the need to repeatedly switch back-and-forth among desktop applications, users can work more efficiently and with less distraction.

Enhanced Call Documentation and Follow-ups: Documenting calls is simplified and expedited with the MiVoice call notes feature, which is available to the user both during a call and after the call

concludes. Users have the flexibility to access both local and corporate Google contact directories. Call notes with comprehensive call details can be saved to the Google contact Notes field, ensuring

efficient, consistent and reliable documentation of client communications. Additional selling points and value proposition:

Premium SWA Value: MiVoice Integration for Google R1 continues Mitel’s ongoing initiative to add significant value to the Premium Software Assurance (SWA) offer. Mitel Premium SWA customers are automatically eligible to access and use the latest version of MiVoice Integration for Google, at no additional cost, as long as they maintain Premium SWA coverage on their Mitel Open Integration Gateway and all connected MiVoice Business platforms. Additional commercial deployment options are also available.

Single-Source Solution: Third-party application integrations for business communications platforms are typically delivered and supported by third-party integrators and developer partners. With MiVoice Integration for Google, Mitel offers resellers and end-customers a feature-rich and seamless unification of Mitel telephony features within Google, as a full Mitel product. All components are purchased from and supported by Mitel, ensuring transparent solution delivery from a single reliable source.

(4)

MiVoice Integration for Google – Idle View in Context (with Gmail)

Overview of Outbound Call Activities and Features:

To make calls, users search for a name or number, and select one of the matching results; or select an entry from their favorites list or the missed, received or dialed call history list. Outbound features include:

• Search names and numbers in the personal contacts and/or the Google Domain Corporate Directory, using the MiVoice search bar

• Use type-ahead (filtered) searches

• Offer multiple matching phone numbers for a specific name when such configurations exist • Click-to-dial for any found contact name or dial-able number in the MiVoice window

• Call directly from Favorites list • Visual indication of dialing progress

(5)

Search….Dialing….On-Call

Mid-Call Activities (for Inbound and Outbound Calls):

During a call, users can search contacts and engage others in the conversation by transfer or conference, or bring up a dialpad to enter IVR digits. They can also create a subject description for the call, and type free-form notes. Notes can be entered while the call is ongoing, and after the call concludes. Users can exit and save their notes along with the call details, which accumulate chronologically in the Notes field of the Google contact, or both save the notes and pop the contact for further editing. Mid-call features include:

• Telephony features:

• Make/Answer/Clear (Hang-Up) call

• Redirect an incoming ringing call to another phone number • Hard hold and retrieve an answered call

• Consultation-hold on answered calls to allow transfer and conference

• For transfer or conference, allow user to search for another name or number to call (in call), and place up to 5 parties in conference

• For conference-in-progress: Display list of party names and numbers; add participants; hold/retrieve call

• Dialpad to allow in-call DTMF digit entry (show-hide option, hidden by default), e.g., for entering IVR digits

(6)

Search and Transfer Call

• Other In-Call/User Productivity Features: • Create free-form Call Notes

• Save Call Notes and other call details, or exit without saving • Save Call Notes and pop the contact for further editing

(7)

• Activity Records – Name, number, date, time, call length; saved to the Google contact Notes field

• Favorites – Alphabetical list of top 50 (user editable)

• Show Recent Received / Missed / Dialed Call Lists (maximum ten calls each)

• Add and delete from Favorites list by selecting a call from the Missed/Received/Dialed list, and accessing the Edit icon

Enter Manual Call Notes or Quick Notes While On a Call

Overview of Inbound Call Activities and Features:

For inbound calls, the MiVoice toaster pop highlights the caller details, and allows the user to continue working on their current desktop activity while deciding whether to answer the call. After the user opens the MiVoice Chrome Extension icon and answers the call, all of the mid-call and user productivity features are enabled. Inbound features include:

• Pre-answer call alert (toaster pop-up) provides caller details to help the user decide whether to answer the call, route it to another agent, or let it go to voice mail.

• Caller name, number, company, call status, and time

• Uses ANI and DNIS where available to determine external calling party name and number, and called party name and number

(8)

• Click-to-answer

• For unrecognized callers, optionally create a new Google Contact, pre-populated with Caller ID details

Inbound Call Notifications – New Contact and Multiple Matches

Demo Kits

A MiVoice Integrations Demo Kit is available to enable Mitel resellers to demonstrate the MiVoice Integration for Google and MiVoice Integration for Salesforce application integrations. Prerequisites and ordering details are as follows:

• Order P/N 54006307 – “MiVoice Integrations Demo Kit-MiCollab” • Requires:

• MiVoice Business R7.0 or higher, or Multi-Instance MiVoice Business R2.0 or higher. • MiCollab w/Voice Enterprise Demo Kit (P/N 54006092)

• UCC License Mgr for UCC Demo Kit (P/N 54006018)

• Resellers who purchase both P/Ns 54006092 and P/N 54006307, and assign them to the UCC License Mgr for UCC Demo Kit (P/N 54006018), will automatically get 25 each of the MiVoice Integration licenses, i.e., one for each UCC Premium User License included in the MiCollab w/Voice Demo Kit:

(9)

• 25 OIG Call Control User Lic for Google (P/N 54006220)

• No additional licensing can be added to the MiVoice Integrations Demo Kit-MiCollab. However, since P/N 54006092 permits the purchase of up to 15 additional UCC Premium User Licenses to add to the MiCollab Demo Kit, a maximum of 40 each of the MiVoice Integration User Licenses could be permitted for use with each MiVoice Integrations Demo Kit-MiCollab.

In addition, a MiVoice Integration for Google User Tutorial Video is available to all Mitel resellers on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway.

Configuration Information

Installation and Deployment Configurations

MiVoice Integration for Google R1 operates on the Mitel Open Integration Gateway (OIG) R2.1 or higher. This software is available via the Open Integration Gateway Base Packages, and also via the MiVoice Integration Base Packages (which use the same Open Integration Gateway software, but which can only be used to run the MiVoice Integrations for Google and/or Salesforce – no third-party Open Integration Gateway based apps). The Open Integration Gateway Engineering Guidelines provide details on supported deployment

configurations. The Open Integration Gateway Installation & Maintenance (I&M) Guide provides

comprehensive configuration, installation and system maintenance instructions for Mitel reseller installers. The Open Integration Gateway Engineering Guidelines and I&M Guide are available on Mitel eDocs.

Some key deployment requirements to note:

• Open Integration Gateway (OIG) R2.1 or higher must be installed and configured first, before configuring MiVoice Integration for Google R1 for deployment.

• Open Integration Gateway R2.1 requires MSL R10.2.11 or higher, and standalone deployment (e.g., not co-resident with other Mitel apps such as MiCollab).

• Open Integration Gateway/MiVoice Integrations Base Package must be configured in ULM group with MiVoice Business.

• Open Integration Gateway MSL server must have a CA certificate.

• Open Integration Gateway/MiVoice Integrations Base Package & MiVoice Business platform must be configured within the same Enterprise LAN.

• End-users may be inside or outside the Enterprise. If outside, MiVoice Border Gateway R8.1 web proxy is required.

• MiVoice Integration for Google is a turnkey Open Integration Gateway based application, so MSA membership is not required to deploy or use it.

System capacities and performance levels are dependent upon the type of Open Integration Gateway hardware platform, the number of applications using the Open Integration Gateway, and the number of MiVoice Business nodes in a cluster. Refer to System Capacities, Performance, and Constraints in the Open Integration Gateway Engineering Guidelines for details.

(10)

If MiVoice Integrations (for Google and/or Salesforce) are the only application(s) running on the Open Integration Gateway, a maximum of 500 concurrent users of MiVoice Integrations (for Google and/or

Salesforce) are supported per Open Integration Gateway, and at least 50 concurrent virtual Open Integration Gateway instances are supported on a single VMware server.

Supported MiVoice Business Platforms

The Mitel Open Integration Gateway and MiVoice Integration for Google are supported on the following MiVoice Business platforms:

• MiVoice Business communications solution deployed on 3300 MXe II and MXe III controllers • MiVoice Business communications solution deployed on 3300 CX II and CXi II controllers • MiVoice Business communications solution deployed on Industry Standard Servers

• MiVoice Business communications solution deployed within virtualized environments using VMware vSphere

Supported MiVoice Business Software Releases for Open Integration Gateway and MiVoice Integration for Google

Mitel Open Integration Gateway software and the MiVoice Integration for Google R1 application support (and require) MiVoice Business R7.0 or higher, or MiVoice Business Multi-Instance R2.0 or higher. Refer to the Open Integration Gateway I&M Guide for details on MiVoice Business configuration requirements for successful Open Integration Gateway deployment.

Supported Open Integration Gateway Platforms for MiVoice Integration for Google

The Mitel Open Integration Gateway is available for use on hardware listed on the Mitel Hardware

Compatibility List / approved hardware platforms. Refer to the MSL section of the Mitel Product Documentation portal (Mitel eDocs) for the latest hardware list and documentation.

Licensing and Access Control

The Open Integration Gateway hardware platform must have an internet connection to allow the Open

Integration Gateway to connect to the Mitel AMC to obtain application licenses. The Open Integration Gateway hardware platform also requires an internet connection to allow the Open Integration Gateway to connect to the Mitel Application Control List (ACL), where MiVoice Integration for Google is among the listed authorized Open Integration Gateway applications.

More than one Open Integration Gateway based application can connect to a single Open Integration

Gateway. So a customer may initially buy Open Integration Gateway to access and run MiVoice Integration for Google, but the same Open Integration Gateway platform can be used to run a third-party Open Integration Gateway based app like a call recorder or IVR. [Note, however, that this is not true for customers who select one of the deployment options using a MiVoice Integrations Base Package. These Base Packages can only be used to run the MiVoice Integrations for Google and/or Salesforce – not third-party Open Integration Gateway based apps].

The AMC licenses for the Open Integration Gateway Call Control Service are shared by all connected

applications, and allocated to applications on a first-come-first-served basis. Therefore, for customers running other (e.g., third-party) OIG-based applications on the same Open Integration Gateway as MiVoice Integration for Google, it is important to purchase sufficient Open Integration Gateway Standard Call Control User

(11)

Integration for Google.

The Open Integration Gateway can connect to one or more MiVoice Business systems. If more than one, the MiVoice Business systems must be in one cluster (i.e., the Open Integration Gateway can only connect to one MiVoice Business cluster). The AMC licensing for the MiVoice Business is separate from the AMC licensing for the Open Integration Gateway.

MiVoice Integration for Google R1 Limitations and Other Configuration Notes • Line Behavior - Supports the MiVoice Business user prime line only.

• Dialing Prefixes – Configurable option to append a (single pre-defined) dialing prefix to called external numbers.

• Client Browser Support – Chrome (V32.0+), on Windows and Mac Operating Systems. iPad and iPhone clients are not supported.

• Language Support - English language only. • Browser-based hosted application deployment.

• MiVoice Integration for Google is visible in any Chrome browser tab while the user is logged in to Google Applications (e.g., Google Mail, Contacts, Tasks).

• User must have a Gmail account (either Corporate or personal).

• Google Corporate Directory must be enabled for access by site System Admin. • Contact Center ACDs and ACD Agents are not supported.

• Restricted functionality on SIP devices – Mitel does not recommend using MiVoice Integration for Google with SIP devices.

Commercial Deployment and Ordering Information

MiVoice Integration for Google R1 is available via multiple commercial models.

Option 1: Entitlement via Mitel Premium Software Assurance (PSWA)

MiVoice Integration for Google is offered at no additional charge, subject to the following commercial prerequisites and conditions:

1. Purchase Open Integration Gateway Base Package: • P/N 54005784 (physical), or

• P/N 54005785 (virtual)

2. Purchase Open Integration Gateway Standard Call Control licensing equal to the number of concurrent MiVoice Integration for Google users:

• Standard Open Integration Gateway Call Control User License (P/N 54005792 – single user increment), or

(12)

• Standard Open Integration Gateway Call Control User License (P/N 54006214 – 50 User bundle), or

• Standard Open Integration Gateway Call Control Server License (P/N 54005807 - max allowable users up to system limits)

3. Purchase and maintain Mitel Premium Software Assurance (SWA) on the entire Mitel system (Open Integration Gateway and MiVoice Business).

ARIDs for OIG Base Package and MiVoice Business must be in a common ULM.

Access to the MiVoice Integration for Google application is terminated if Mitel Premium SWA lapses. Note that this model (“Option 1”) enables customers to deploy both 3rd-party/custom Open Integration Gateway applications and MiVoice Integration applications on the same Open Integration Gateway system.

Option 2: Entitlement via UCC Premium User License bundle

MiVoice Integration for Google is offered at no additional charge, subject to the following commercial prerequisites and conditions:

1. Order MiVoice Integrations Base Package (no charge): • P/N 54006216 (physical), or

• P/N 54006217 (virtual)

2. Deploy MiCollab 6.0 SP1 or higher, with UCC V3 licensing:

• MiVoice Business Express (MiCollab with Voice) Base Pkg licensed for Business or Enterprise with UCC Premium User Licensing, OR

• MiVoice Business Base Pkg licensed for MiVoice Business or MiVoice Enterprise, AND MiCollab 6.0 Base Pkg (physical or virtual), with UCC Premium User Licensing

3. UCC V3 Premium User License includes:

• Qty 1 - MiVoice Integration for Salesforce Call Control User License • Qty 1 - MiVoice Integration for Google Call Control User license.

ARIDs for MiVoice Integrations Base Package, MiCollab and MiVoice Business must be in a common ULM.

Note that this model (“Option 2”) does not permit the deployment of 3rd-party/custom Open Integration Gateway applications.

Option 3: A la carte addition to UCC Entry or Standard User License bundle

MiVoice Integration for Google is offered a la carte, subject to the following commercial prerequisites and conditions:

(13)

1. Order MiVoice Integrations Base Package (no charge): • P/N 54006216 (physical), or

• P/N 54006217 (virtual)

2. Deploy MiCollab 6.0 SP1 or higher, with UCC V3 licensing:

• MiVoice Business Express (MiCollab with Voice) Base Pkg licensed for Business or Enterprise with UCC Entry or Standard User Licensing, OR

• MiVoice Business Base Pkg licensed for MiVoice Business or MiVoice Enterprise, AND MiCollab 6.0 Base Pkg (physical or virtual), with UCC Entry or Standard User Licensing 3. Purchase MiVoice Integration for Google Call Control licensing equal to the number of required

MiVoice Integration for Google users:

• Open Integration Gateway Call Control User Lic for Google (P/N 54006220 – single user increment), or

• Open Integration Gateway Call Control User Lic for Google (50) (P/N 54006221 – 50 User bundle)

ARIDs for MiVoice Integrations Base Package, MiCollab and MiVoice Business must be in a common ULM.

Note that this model (“Option 3”) does not permit the deployment of 3rd-party/custom Open Integration Gateway applications.

Option 4: Service Provider Subscription

MiVoice Integration for Google is offered for subscription-based Service Providers, subject to the following commercial prerequisites and conditions:

1. Order MiVoice Integrations Base Package (no charge): • P/N 54006213 (SP Subscript Base – MiVoice Integr) 2. Deploy MiCollab 6.0 SP1 or higher, with UCC V3 licensing:

• MiVoice Business Express (MiCollab with Voice) Base Pkg licensed for SP Subscript Base, OR • MiVoice Business Base Pkg licensed for SP Subscript Base, AND MiCollab (physical or virtual)

– SP Subscript Base

3. MiVoice Integration entitlement is dependent on UCC V3 User Licensing:

• UCC Premium User License entitles MiVoice Integration for Google at no charge. • Per-User charge for UCC Entry or Standard Users.

(14)

ARIDs for MiVoice Integrations Base Package, MiCollab and MiVoice Business must be in a common ULM.

Note that this model (“Option 4”) does not permit the deployment of 3rd-party/custom Open Integration Gateway applications.

Option 5: Service Provider CapEx

MiVoice Integration for Google is offered for CapEx-based Service Providers, subject to the following commercial prerequisites and conditions:

1. Order MiVoice Integrations Base Package (no charge): • P/N 54006210 (SP CAPEX Base-MiVoice Integr) 2. Deploy MiCollab 6.0 SP1 or higher, with UCC V3 licensing:

• MiVoice Business Express (MiCollab with Voice) Base Pkg licensed for SP Capex Base with UCC Entry, Standard or Premium User Licensing, OR

• MiVoice Business Base Pkg licensed for SP Capex Base, AND MiCollab (physical or virtual) – SP Capex Base with UCC Entry, Standard or Premium User Licensing.

3. MiVoice Integration entitlement is dependent on UCC V3 User Licensing:

• UCC Premium User License entitles MiVoice Integration for Google at no charge. • For UCC Entry or Standard Users, purchase P/N 54006212 (SP CAPEX

Lic-MiVoiceCallCntrlUser-Google) licensing equal to the number of required MiVoice Integration for Google users.

ARIDs for MiVoice Integrations Base Package, MiCollab and MiVoice Business must be in a common ULM.

Note that this model (“Option 5”) does not permit the deployment of 3rd-party/custom Open Integration Gateway applications.

OIG can be found under the "Enterprise Solutions" category in the Mitel Sales Workbench (SWB).

Google Applications users can download and install the MiVoice Integration for Google Application from the Chrome Extensions Web Store.

Refer to the “Supporting Material” section for additional information and detailed steps for deploying OIG and MiVoice Integration for Google.

Upgrades

Open Integration Gateway customers who maintain Mitel Software Assurance (SWA) coverage are eligible to upgrade to the latest Open Integration Gateway software via AMC download.

MiVoice Integration for Google customers always have access to the latest version of the application, as it updates automatically any time Mitel delivers a new version via the Chrome Extensions Web Store.

(15)

Part Numbers

MiVoice Integration for Google R1 includes new purchasable P/Ns. See “Commercial Deployment and Ordering Information” section for more details.

(16)

Support

Mitel end-customers running MiVoice Integration for Google may obtain support through their Mitel reseller. For those customers accessing MiVoice Integration for Google as a Premium SWAS entitlement, Premium Software Assurance on the Open Integration Gateway and all connected MiVoice Business platforms must be up-to-date to enable access to support.

Training

OIG online training and certification is offered for Mitel resellers, and includes the following: • Overview of the Open Integration Gateway I&M process.

• Detailed step-by-step instructions for I&M.

• Overview of the Open Integration Gateway licensing process and requirements.

The online I&M training and certification is a prerequisite for eligibility for Mitel Product Support regarding installation, configuration, and maintenance of the Open Integration Gateway (including assistance with installation, configuration and support of MiVoice Integration for Google).

(17)

Open Integration Gateway, for a complete overview of OIG training courses and prerequisites.

No training courses specific to MiVoice Integration for Google are offered. However, the MiVoice Integration for Google User Tutorial Video may be helpful in training new end-users. The video is available to all Mitel resellers on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway.

Supporting Material

After the GA date, refer to the following documents and materials for additional information and detailed steps for deploying OIG and MiVoice Integration for Google. Except as otherwise noted, all documents are available on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway here:

Open Integration Gateway

• Open Integration Gateway Brochure • Product Bulletin

• Open Integration Gateway Partner Presentation deck

• Link to an online Open Integration Gateway Primer (prerequisite for Open Integration Gateway Training coursework, but available to anyone with MOL access)

• Mitel Open Integration Gateway Training Overview (Mitel resellers should follow the “Installer Training” path)

• Open Integration Gateway R2.1 Engineering Guidelines (on eDocs)

• Open Integration Gateway R2.1 Installation & Maintenance Guide (on eDocs)

• Resellers not yet familiar with and trained on Open Integration Gateway I&M should start with these materials before selling and deploying MiVoice Integration for Google to end-customers. • MiVoice Integration for Google Admin Guide (on eDocs)

• Intended for use by Open Integration Gateway and Google system administrators.

• Provides guidance in configuring Open Integration Gateway to use MiVoice Integration for Google.

• Provides guidance in configuring MiVoice Integration for Google (in Google), to comply with organization-wide and user-specific requirements.

• Provides guidance for upgrading to newer versions of MiVoice Integration for Google. • MiVoice Integration for Google User Guide (on eDocs)

(18)

• Provides guidance in initial user-specific setup, configuration and initial login procedure. • Provides detailed descriptions of application features and functionality.

• MiVoice Integration for Google User Tutorial Video

• Intended for use by Mitel resellers and MiVoice Integration for Google end-users. • Provides review of key features and functionality.

• Available on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway.

Manufacturer Discontinue / Supercession

No Mitel parts are discontinued with this bulletin.

Questions & Answers

Q: Is MSA membership required to obtain or use MiVoice Integration for Google?

A: No. MiVoice Integration for Google is a turnkey Mitel application that runs on Open Integration Gateway, so no MSA membership is required.

Q: I like the MiVoice Integration for Google application, but would like to customize it to my own requirements. Is this possible?

A: While there are several configurable features (see MiVoice Integration for Google Administration and User Guides), MiVoice Integration for Google is a turnkey Mitel application that cannot be modified at this time. Q: How much effort is required to install and deploy MiVoice Integration for Google?

A: There are two parts to the deployment. First is that the Mitel reseller must install and configure Open Integration Gateway. The technician will need to complete the Open Integration Gateway I&M training and certification (see Open Integration Gateway Training Overview), before starting the installation. Once training is completed, it should take less than an hour to set up and configure OIG. Second is deployment and configuration of the MiVoice Integration for Google application, which is typically done by the user and the customer’s Google Administrator (if access to Google Corporate Directory is needed). See MiVoice Integration for Google Administration Quick Reference Guide, which should enable the Google

Administrator to estimate the level of configuration effort per user. The total effort will depend on the number of users and degree to which the Administrator wants to use non-default settings in the MiVoice Integration for Google.

Q: I’m using Commercial Deployment Option#1 to access MiVoice Integration for Google. Can I use Open Integration Gateway Advanced Call Control licensing instead of Open Integration Gateway Standard Call Control licensing with this option?

A: It depends. In this scenario, you can use the Advanced Call Control Server licensing, but you cannot use Advanced Call Control User licensing.

Q: If I’m running Mitel MiCollab Client (formerly Mitel UC Advanced) and make calls from my desktop client interface, will these calls get logged to the Google contact record?

(19)

you are calling has been entered as a Google contact, you can use the MiVoice Integration for Google Notes feature to save the call details in the Google contact even if you dial from MiCollab Client. Q: Will MiVoice Integration for Google work with SIP endpoints?

A: Behavior of SIP devices is not equivalent to behavior of Mitel IP phones. Therefore, even for SIP devices that have been certified as Mitel-interoperable, OIG-based application behavior may not be the same as on a Mitel IP phone. For example, while we expect many of the MiVoice Integration for Google features to work fine for a desktop user equipped with Mitel-certified SIP endpoint, the user will very likely have to manually answer the phone (i.e., the “Answer Call” feature in the MiVoice Integration for Google probably won’t work). Mitel strongly recommends that you test the application behavior with the specific SIP endpoint(s) that are planned for the deployment, before making a customer commitment.

Q: Is MiVoice Integration for Google available for MiVoice Office? A: Not at this time.

Q: Is MiVoice Integration for Google available for purchase a la carte?

A: Yes. See “Commercial Deployment and Ordering Information” above (Option 3).

DISCLAIMER: Certain Mitel product within this document may not be available to all Solution Provider levels. To purchase available products, Mitel product certification is required.

Figure

Updating...

References

Updating...

Related subjects :