Overview

The Mitel Web CRM Connector is a CRM embedded web application that leverages the CloudLink APIs to delivers functionality such as CTI Control, Screen-Pop & Call Detection, Contact Dialing, Click-to-Dial, User Status, and Call Logging.

Supported CRM platforms

• Salesforce.com

• Microsoft Dynamics 365

• Zendesk

• ServiceNow

• Oracle CX

• Zoho CRM

• Zoho Desk

• Freshdesk

• Sugar CRM

Note: Additional CRM platforms may be accommodated, please inquire if your CRM solution is not listed.

Supported Mitel Platforms

• MiVoice Business

• MiVoice Office 400

Coming soon: MiVoice 5000, MiVoice MX-ONE

Features

CTI Control

• Incoming call detection.

• Real-time update of the current call state

• Basic call control: make call, answer, hang up, hold, retrieve

• Advanced call control: multiple calls, transfer, conference

Screen-Pop and Call Detection

• When an incoming call is presented, the web connector automatically pops up a corresponding CRM page in the main web interface.

• If the caller’s phone number is associated with a CRM contact, then that information appears automatically

Note: This behaviour is customizable

Contact Dialing

• Search by name or phone number when dialing

• Calls can be initiated or transferred by searching a name or number, then selecting the matching CRM object or Mitel CloudLink user.

Click-to-Dial

• Clicking on a phone number initiates an outgoing call to this number from the phone currently used by the user (deskphone or CTI-enabled softphone)

Note: Unavailable for Oracle Service Cloud

User Status

• The web connector provides monitoring and control of the user status values such as Available, Away, or DND.

Call Logging

• For the duration of a call the user can add an entry to the call log associated to a contact, such as:

  • Subject

  • Contents based on configurable templates, filled in with call-specific data fields.

  • Custom drop-down list

Call logging can also be configured to be done automatically at the end of the call.

More Information

Further information on this solution including pricing is available on PowerUp (available through MiAccess) under Services & Support > Professional Services > Global Services Catalog