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
Microsoft Dynamics 365
Note: Additional CRM platforms may be accommodated, please inquire if your CRM solution is not listed.
Supported Mitel Platforms
MiVoice Office 400
Coming soon: MiVoice 5000, MiVoice MX-ONE
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
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.
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
The web connector provides monitoring and control of the user status values such as Available, Away, or DND.
For the duration of a call the user can add an entry to the call log associated to a contact, such as:
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.