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