Mitel® MiVoice Integration for Salesforce R2

MItel APP on Salesforce issue , need your views on it

HI Team , I am contacting you from SEEK to know more about the mitel app as we are facing an issue with it and we just want a check if it is a normal behavior or is there a fix for this. The issue is that as some users using Salesforce open multiple browsers windows/tabs. When they are conducting a call with Mitel as soon as the complete , at the same time the call log is auto saved, (no need to click wrap up button) Then the task /call log will be created by each of the browser window/tab. For example, if I open SF in 3 browser windows and the task/call log is auto saved, 3 task/call logs will be created. There are several scenarios that task/call log is auto saved (no need to hit the wrap up button) 1. If customer calls in and hangs up before user picks up the call 2. If user calls out and hangs up before customer picks up 3. and some odd cases that "wrap up" button disappear So to avoid duplicate call logs, current workaround is try to not open multiple browser window/tab. Thanks and Regards

Tricky to implement, but so far so good.

Installation is simple, configuration not so much. You'll need to install a root-signed certificate on your Mitel/Shoretel HQ server, get a hold of the call center configuration XML file, and then make some modifications in Salesforce to make it work in Lightning Experience. I suspect a lot of the people who say it doesn't work in Lightning Experience just missed the instructions for adding the softphone to the Lightning Toolbar in the Admin document (Mitel for Salesforce Admin Guide.pdf p.12). But so far I think it was worth the effort.

Hardly useable

After installation, we find out that it only works on the Sales Consol. But overall, poor line quality from Mitel seems to be even worse, calling through Mitel.

Dramatic !

I am just able to talk about the installation process : it says that everything is completed. BUT not any effects in SalesForce, even in the Classic view. It seems that the installation process wasn't completed so well.

Last Upgraded 2015 - Is it Lightning Experience Compatible yet ?

We have been using Mitel MiVoice Integration app since 2015, as our telephone system is managed by Mitel. We have now moved to lightning experience however our telesales team still uses classic as they cannot log calls in lightning with the app. Reading here, https://oneview.mitel.com/s/article/Mitel-for-Salesforce-version-5-3-New-Features I understand that there is a lightning compatible app. However I do not see it on AppExchange. Since we are Mitel customers, how do we get the lightning compatible app ? Not able to get any response from Mitel, as the call goes in circles in the main line. Can someone at Mitel or anyone who has an answer please respond?

Could be useful - if you don't use extensions :/

Great concept and idea...poor execution. Very buggy, and inconsistent. Dial directly from salesforce for any 10 digit number, and log the call after it is over, is the idea. However, with 600,000+ records in our database, and about 85% of them using extensions, the plugin is virtually useless for us, without creating a separate extension field and repopulating it for every record. Even then, the user would have to manually dial the extension, defeating the main purpose of the app.

Still not Lightning Compatible?

Am I incorrect in stating that the Plug In is still not Lightning Compatible?

absolutely terrible.

Going to a Mitel phone system is easiest the worst decision I have ever made as a technology coordinator. The plugin is buggy and never logs a due date. It is only capable of logging outbound calls placed through the plug in. The contact pages load when a call is connected. Overall it is very annoying

Don't use if you are Mitel Office of Mitel Cloud PBX customer

Buried in the fine print is statement that this app is for Mitel Business customers. If you have Mitel Office or Mitel Cloud PBX for small business, you can't use this app.

Works great but waiting on the new version.

This is a good product that integrates well. Unfortunately the current version is hard coded so that number length is set to 10 digits. Not that great when the NZ dial plan has 7 digit PSTN numbers. New version will have E164 support so cant wait. Also FYI, if you get "FATAL_ERROR|MitelSF.OIGException: Insufficient Privileges: access denied" its beacuse the user profile hasn't got visibility/read access to all the fields of the Contact (Id, Name, Phone, HomePhone, MobilePhone) object under their profile.