Mitel® MiVoice Integration for Salesforce R2
Click-to-call, screen-pop and call notes for MiVoice Business & MiCC users
Overview
MiVoice Integration for Salesforce offers users communications features of Mitel’s MiVoice Business and MiContact Center, including inbound, outbound, and in-call capabilities, all fully embedded and integrated within the browser-based Salesforce window.
See How Mitel® MiVoice Integration for Salesforce R2 Works
Inbound & Outbound Call Features – such as presenting users with a pre-answer call alert, full contact screen pop after click-to-answer, performing a search for contacts and calling them with a mouse click (click-to-dial).
Mid-Call Features - such as call transfer, conference, call hold, and call retrieve, including the ability to log call notes
Contact Center & Activity Tracking Features - such as configured Make Busy Reason Codes, IVR collected digits, save call notes and logs as Salesforce contact Activity records, and create wrap-up actions.
To make calls, users search for a name or number, and selects one of the matching results; or select an entry from their favorites list or the missed, incoming or outgoing call history list; or simply select the click-to-dial phone icon next to any phone number in Salesforce. During a call, users search for contacts and bring them into the conversation using conference or transfer, or bring up a dial pad to enter IVR digits. They can create a subject description for the call and type free-form notes or select from preconfigured frequently-used phrases that are saved with the call details in the Contact activity history. For inbound calls, the MiVoice sidebar flashes with the caller details, but allows the user to continue working on their current Salesforce activity while deciding whether to answer the call. After the call is answered, the full Salesforce contact record is popped, assuming a matching record was found. MiVoice Integration for Salesforce requires Mitel Open Integration Gateway software version 3.0 and licensing. MiContact Center software required to enable MiContact Center integration features. Contact your Mitel reseller for details.
Categories
- Business Needs
- Telephony
- FeaturesNo LimitsThis product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in HelpLightning ReadyOptimized for Salesforce orgs that use Lightning Ready.Person AccountsSupports Salesforce orgs that use Person Accounts.Managed PackageThis product is installed in your Salesforce org as a managed package and receives automatic upgrades.
- No LimitsLightning ReadyPerson AccountsManaged Package