Transcript Mitel Powerpoint Template

MiVoice Business Release 7.x
Bob Jepsen
Solutions Architect
April 29-30, 2015
Mid Business and Enterprise Roadmap
CONTINUE TO LEAD IN
VIRTUALIZATION
AND CLOUD
SOLUTIONS
OFFICE / DESKBOUND USER
KNOWLEDGE WORKER
ENHANCE UCC MOBILITY AND
MULTIMEDIA INTEGRATION
FULLY MOBILE / REMOTE
Mobile Office Package (Client, Softphone, and Video)
Corporate Directory and Find Me Service
Audio, Video, and Web Conferencing
Remote Worker, Windows Client, and Softphone
Voice Mail and Unified Messaging
Instant Messaging and Presence
Single Number Service
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DRIVE CHANNEL VALUE AND
REDUCE CUSTOMER TCO
EXTEND CONTACT CENTER AND
BUSINESS APPLICATIONS
INTEGRATION
Virtualization Enhancements
• Expanded Small Business .OVA capacities with no
increased resource requirements – it now supports
250 users (was 150 users) – and 12 embedded ports
of voicemail
• Up to 5000 users for larger deployments – requires
manual resource configuration - i.e. this is not a
default .OVA resource profile
• Support for up to 700 agents in a virtualised
deployment
• Support for up to 500 users on MiCollab with Voice
(in conjunction with MiCollab release 6.0)
• vSphere 5.5 (officially support in 6.0 SP2)
Microsoft Hyper V qualification also targeted for MiVoice Business Service Pack 1
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Resilience & VMware High Availability
Site A
(Primary Site)
Virtual
MiVB
VM2
(App X)
VM3
(App Y)
VM4
(App Z)
VMware vSphere™
Branch Office Gateway
(Resilient call control)
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vCenter
...
Phones located at branch office ‘normally’
served by call manager in the data center
In the event of a failure either in the
connectivity to the data center or of
applications in the data center the branch
phones automatically switch to the Branch
office gateway. This is MiVoice Business
Resilience
If it is server failure in the data center then
Vmware HA can bring the application up on
another host machine
VMware Site Recovery Manager
• SRM is a VMware capability that is primarily intended for geo-dispersed data centers
• SRM “run-book” encapsulates corporate business continuity rules (e.g. which applications, what
order, etc.), enabling business critical applications to restart at Failover Site
• Storage replication ensures data integrity
• Virtual UC App restarts at Failover Site managed as part of overall SRM process, augmented with
Mitel specific scripts and maintenance actions
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Resilience & SRM Working together
Site A
(Primary Site)
X
vMAS
Nupoint
VM2
(App X)
VM3
(App Y)
Site B
(Failover Site)
SRM
VM4
(App Z)
VMware vSphere™
Branch Office Gateway
(Resilient call control)
vCenter
vMAS
Nupoint
...
VM2
(App X)
VM3
(App Y)
SRM
...
vCenter
VMware vSphere™
VMware Site Recovery
Manager
Storage Replication for SRM
The phones immediately switch to the branch office gateway for
service
SRM gracefully brings up the “failover” site
The phones are automatically moved off the branch office
gateway and onto the failover site
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MiVoice Business 7.0 – Contact Center
Contact Center - Enhanced silent monitoring
• Allows the supervisor to establish a monitor on an agent (any extension)
whilst they are off-hook and listen to the conversation without being heard by
either of the parties on the call
• Silent monitor can be done with or without the knowledge of the monitored
party.
• What’s new is that up to 6 supervisors can monitor the same agent,
• The agent can be involved in their own conference with up to seven parties
while they are monitored by up to six supervisors.
• From the silent monitoring session the supervisor can step up to “Whisper
Coach” – this can be presented as a softkey for those people with the relevant
class of service and device.
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MiVoice Business 7.0 – Contact Center
Contact Center - Whisper Coach *1
• Allows the supervisor to talk to the agent either with or without the
other party’s knowledge
• Typically used for a supervisor to develop skills in a new agent or as
new product offerings are released etc. Can also be used to “coach
the coach”
• Supervisor dials the number to monitor – can be during call set up or
talk state. The Supervisor stays connected to the monitored party
through any transfer, Conference, Hold & Consultation Hold
• Supervisor can, at any point during the coach session, fully join the
call and be heard by all parties
*1 Whisper Coach is supported on ISS, vMCD & Mxe Server
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Customer Self Serve Panel
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Unified Omnimedia Queue
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Realtime Queue Monitor
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Enhanced Group Behaviour
Call Distribution
Recorded
Announcements
Ring All
Timer set to message 1
Circular – including
cascade
Music on hold
Queue
Size
Adaptive allowed queue
depth
Allowed Queue time
Timer set to message 2
Terminal – including
Cascade
Average hold time
Music on hold
Active agents
Local and remote
members
• Simplified Group options
• Remote members in a ring
all
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Repeat last message
• Announcements available
across all group types
• New queue depth options
for improved call handling
and customer service
External twinning enhancements
• In MCD 6.0 we allowed twinning (simultaneous ringing of both devices and handoff from one to the other) "for
the price of" a User license (Standard or Enterprise) and an External Hotdesk license. This was restricted to
one “internal” number and one “external number”
• In Release 7.0 this has been changed so it can be any two numbers – internal or external.
• This is programmed using the Multi Device User Group but will only consume one user and one external hot
desk user license – these licenses are available a la carte but are also provided under a UCC Entry License or
Dynamic Extension license
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MiVoice Business 7.0 - TCO
• Channel Value & TCO
•
Automated device registration and PIN
elimination for IP:
• First establish a range of DN’s that can be used
• Enter the set registration access code at the set
• The system finds a free DN, creates a device
record and brings the phone up ready for log in
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•
Multiple templates per device
•
Supportability enhancements e.g CPU/PI
utilization, MSP logs viewer & round robin
logs viewer, directory update performance
improvements, browser updates e.g. IE10
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New simplified DID/DDI programming
• A new form for simplifying the mapping of a
pool of external DID/DDI numbers to their
destination numbers (internal directory numbers
or other answer points on the system)
• This data is shared network wide (via the Call
Recognition Service form)
• Can import or export data
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Embedded management simplification
Simplified view of User & Services
Configuration
Improved search
Tree structure with all details
Context based options
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Other enhancements
• Alarm if backup fails
• External music source for virtual and software only deployments
• Support for Open Integration Gateway 2.0 – this allows OIG to have database access from MiVoice Business
• .... And of course, the branding changes
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Powering Connections
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Mitel Integration with SFDC
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MiVoice Business Console 7.0
• Software solution on MiVoice Business 7.0 or later
• Bundle of s/w licenses (52002842) which includes Active Operator License, UCA
Presence and keyboard labels.
• Available to “try before you buy”
• Operators can work at any configured PC—no dependency on TKB
• New Features
• Run on Windows 7 (32 & 64 bit) and Windows 8.0 and 8.1 (64 bit) with touchscreen
support
• Support of voice QoS requirements
• Complete GUI refresh to align with other Mitel products
• Ability to receive and display up to 20 character name with MiVoice Business (MCD)
7.0
• Support for Exchange 2013
• Transition Management
• 5550 IP Console (with TKB) will continue to work on MiVoice Business 7.0
• Web based tutorial and labels to help Operators adjust to new keyboard
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MiVoice Business 7.0 SP1 (released)
Extend virtualization
frameworks
Deliver a solution on
Microsoft Hyper-V as
well as VMware
Extend SIP for Service
Providers & cloud
deployments
SIP billing
improvements
SIP default updates
Release link trunks
Simplification and
lower TCO
General Feature
enhancements
Updates to the
Configuration Wizard
Call forward for ring
groups
CLI restriction on a per
call basis
Euro ISDN digit
modification updates
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MiVoice Business R7.0 SP1
Microsoft Hyper-V
• Support for the software operating on a Hyper-V framework
• Qualified basic features like Power On and Shutdown Guest
• Future consideration will be given to more advanced features Live Migration & Failover Clustering.
• Requires double the vCPU in Hyper-V deployments compared to
VMware
• No specific .ova file for Hyper-V
• “54005748 - MiVoice Business Virtual for Enterprise" to create the
base kit in the AMC
• Uses the ISS image software, downloaded from MOL
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MiVoice Business 7.0 SP1
SIP enhancements driven by Service Providers & Cloud delivery models:
• Enhanced SIP Call Billing - configures a user-specific billing number, different than the CPN Substitution
number for the same user. Important for Service Providers deploying with multiple MiVoice Business
software instances for multiple end customers but using common SIP gateways
• New SIP Peer Profile Defaults to speed up programming
• SIP Release Line Transfer (SIP 2B-Channel Transfer) - no longer need to over provision SIP trunks
which reduces costs & frees up SIP Trunking resources for additional calls
• Default Dynamic Payload Options – Flexibility to configure payload options for DTMF (was previously
fixed to 101), G.722.1, and L16 payloads
• Three Calling Party Numbers – for most outgoing calls in SIP messages : Includes the From:, P-Asserted
Identity, and P-Preferred Identity headers, for User Associated Billing information
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MiVoice Business R7.0 SP1
• SIP enhancements driven by Service Providers & Cloud delivery models:
• SIP Calling Line ID Restriction (CLIR) from SIP devices and trunks - all data (including the privacy
indicator) is passed on to the next leg of the call
• Signal Privacy on Emergency Calls
• Satisfies legal requirements to respect privacy on emergency calls
• New SIP Peer Profile option 'Signal Privacy (if enabled) on Emergency Calls‘
• CESID information will be included ONLY in the P-Asserted-Identity header and not in the From:
header
• Local Name Display on SIP Devices
• Display names locally on SIP devices – most requested in heavy SIP environments such as cruise ship
deployments
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MiVoice Business 7.0 SP1
• Customer requested features:
• Call Forward Always for Ring Groups - allows greater flexibility in how calls are handled instead of
requiring all members to go busy or DND
• Private Caller Feature – a new feature access code to restrict caller id (name & number) to the called
party on a call by call basis
• Enhanced EURO ISDN Outward Dialing Modification – updates EURO ISDN to match recent SIP
changes e.g. alter the CPN on outgoing calls over ISDN E1 links (programmed as EURO Standard
protocol)
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MiVoice Business R7.0 SP1
• MiConfig Wizard Improvements designed to speed up the initial installation:
• Provisioning support for Call Billing for SIP Gateway configurations
• New Configuration profiles available for Windstream and other SIP service providers
• Classes of Service and other configuration data added to facilitate the integration of MiVoice Business
and MiContact Center
• New option added for designating the prime DN for Multicall and Key System keys
• Configuration Wizard defaults for Classes of Service always used to configure MiVoice Business
• previously, users could choose whether or not to use them when they applied their configuration
• Creation of an Administrator Account for access to commonly-used forms in the MiVoice Business
System Administration Tool
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MiVoice Business 7.1 (March 2015)
Geographic
expansion
UTF-8 support
General Feature
enhancements
Simplification and
lower TCO
Embedded Meet Me
conferencing
Extend the number of
remote directory
numbers to scale cluster
to 128,000
Arabic name support
Embedded voicemail
improvements
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MiVoice Business R7.1 – April 2015
Meet Me Conferencing
• a simple method for people to set up
and join a conference call with no
separate application server
• Up to 8 participants per meet me
conference
• dial the pilot number and enter the
access code/PIN and you are in a
conference bridge
• Does not require a license to be
purchased
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Platform
Total active participants
Hardware appliance CX(i), MXe
64
Virtual (250)
64
Virtual (1500)
128
Virtual (2500)
160
Virtual (5000)
256
Software only for Industry
Standard Server
600
MiVoice Business R7.1 – April 2015
• Cluster capacity increase
• Expands the size of the cluster from 65,000 up to 128,000 users
• Expansion implemented in the remote directory number capacity
• Arabic Font Support
• Supports the presentation of Arabic names in the MiVoice
Business Phone Book
• Supports Arabic for a range of phone services (e.g. a
number of the prompts on the telephone set)
• UTF8 name on all calls
• Expands UTF8 support to include call by call name delivery in all user facing interfaces –
this facilitates things like the umlaut (Jürgen)
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MiVoice Business R7.1 – April 2015
• Updated to reflect the new Mitel brand
• 5320 sets now support 16 keys
• Implementation of a number of security related DCR’s on the embedded messaging:
• Disable personal contacts at personal level or system level
• The "Mailbox Lockout" setting should be to set to Enabled by default
• Set single email address for mail from EMEM so that the address can be added to "safe senders" list
• Configure EMEM Mailbox length via ESM and Wizard
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Thank You