November 21, 2024

Microsoft Teams Phone has recently seen updates and enhancements that strengthen its position as a communication platform for businesses. Here are some notable features and improvements:

Key Updates in Microsoft Teams Phone

1. Enhanced Call Management:

   • Features like auto attendants, call queues, and group call pickups have been refined. Administrators can configure call distribution based on office hours, holidays, and other custom criteria.
   • Improved presence indicators make it easier for users to see colleagues’ availability before transferring or forwarding calls.

2. Mobile and Device Integration:

   • Teams Phone now supports seamless call transfers between devices and has introduced a CarPlay app to enhance usability for mobile professionals.

3. Global Scalability:

   • Leveraging Microsoft’s Global Delivery Network, Teams Phone ensures minimal disruption when scaling across businesses of any size, making it a flexible choice for growing organizations.

4. Improved User Management:

   • A new Teams Phone Administrator role simplifies the creation and management of resource accounts for call queues and auto attendants. This feature addresses complexity issues during migration and reduces administrative overhead.

5. Security Enhancements:

   • Teams Phone includes robust security measures like SSL encryption for data at rest and in transit, as well as Secure Real-Time Transport Protocol (SRTP) for audio and video communications. Additional features like Advanced Threat Analytics are available with E3 and E5 plans.

6. Licensing and Cost Efficiency:

   • Microsoft offers various calling plans, including domestic and international options. These plans allow businesses to pool unused minutes across users, optimizing costs.

7. Limitations and Considerations:

   • Teams Phone still lacks certain advanced features needed for complex call center operations, such as sophisticated call routing and native call recording. Additionally, CRM integrations are not yet robust, which may impact businesses heavily reliant on customer relationship management platforms.

Microsoft’s continuous updates and integration capabilities make Teams Phone a competitive choice for businesses looking to enhance their communication infrastructure while benefiting from its broader Microsoft 365 ecosystem.

October 15, 2024

Microsoft Teams has introduced several updates recently, enhancing functionality and user experience. Here are the key new features:

1. Unified Chat and Channels: Chats and channels are now integrated into a single, streamlined interface, eliminating the need to switch between tabs. This improves navigation and communication efficiency

2. Customizable Sections: Users can create personalized sections to organize chats, channels, or projects based on specific workflows, making it easier to access relevant information​
3. Enhanced Filters and Favorites: New filtering options allow users to focus on unread messages or specific conversations, while a favorites section consolidates pinned chats and channels for quick access
4. Improved @Mentions View: A dedicated view for @mentions ensures users can easily track important messages directed at them, with additional filters to refine visibility
5. Threaded Conversations: Replies in channels are now grouped into threads, helping teams manage multiple topics in an organized manner
6. Onboarding and Customization: A new self-service onboarding feature allows users to set preferences, such as viewing messages and channels together or separately. This enables teams to tailor Teams to their specific needs
7. Public Preview Availability: These updates are part of a public preview, allowing users to test the new features before general release. Admins can enable or disable the preview for their teams

These updates reflect Microsoft Teams’ focus on improving collaboration and productivity by simplifying workflows and offering more customization.

January 28th, 2025– MiVoice Connect Lifecycle Update

The MiVoice Connect platform software, hardware and all related applications will begin the transition to End of Sale effective July 6, 2024 with the end of new system sales. The final lifecycle milestone, End of Technical Support, will be December 31, 2029. This bulletin defines all the key milestones in this transition. It also extends the availability of MiVoice Connect user licenses for an additional 12 months, until December 31, 2025. Any remaining ST voice switch and 400 series phone inventory on hand after December 31, 2024 will remain available while supplies last. 

Mitel will release the final scheduled 20.0 service pack for MiVoice Connect in the first half of 2025. Mitel will maintain the ability to deliver patches at our discretion until December 31, 2025 in case a critical new operational issue affecting a significant number of customers arises. There will be no software updates of any kind effective January 1, 2025.

Note that previously unaddressed or newly discovered security vulnerabilities after December 31, 2024 will not necessarily qualify as a critical new operational issue. Mitel reserves the right to make that assessment should it be necessary. Security-conscious MiVoice Connect customers should accelerate their transition to MiVoice Business, our go-forward solution that is continually updated as new security vulnerabilities are discovered. 

Mitel will continue to deliver and offer Partner and Enterprise Support for MiVoice Connect until December 31, 2029. Mitel encourages Partners and Customers to keep their Support entitlements active and to upgrade to the latest version of MiVoice Connect which helps protect against evolving security threats and enables continuous operability and hardware replacement availability.

The following user licenses will remain available until December 31, 2025 for customers who need to add more users to their existing MiVoice Connect system while they plan their transition to MiVoice Business:

• MiVoice Connect Courtesy license
• MiVoice Connect Telephony license
• MiVoice Connect Essentials lic bundle
• MiVoice Connect Standard license bundle
• MiVoice Connect Advanced license bundle
• MiVoice Connect Telephony to Essentials
• MiVoice Connect Telephony to Standard
• MiVoice Connect Telephony to Advanced
• MiVoice Connect Essentials to Standard
• MiVoice Connect Essentials to Advanced
• MiVoice Connect Standard to Advanced
• CC inbound Voice license bundle
• License, SIP trunk (ST/SG Voice Switch)
• Virtual SIP trunk license (qty 1)
• Virtual SIP trunk license (qty 25)
• Virtual SIP trunk lincese ( qty 50)

November 11th, 2024 — MiVoice Connect Life Cycle Update

MiVoice Connect Life Cycle Update. End of Design Support (Patches) extended to December 31, 2025.  Mitel will maintain the ability to deliver patches to their discretion until December 31, 2025 in case a critical new operational issue affecting a significant number of customers arise.  There will be no software updates of any kind effective January 1, 2025.

Note that previously unaddressed or newly discovered security vulnerabilities after December 31, 2024 will not necessarily qualify as a critical new operational issue.  Mitel reserves the right to make that assessment should it be necessary.  Security-conscious MiVoice Connect customers should accelerate their transition to MiVoice Business, our go-forward solution that is continually updated as new security vulnerabilities are discovered.

Please click the link to see the most current information — Migrate To MiVoice Business

September 1st, 2024 — MiVoice Connect 22.28.9700.0 Software Release

Hot Fix Release — Hot Fix Release 1 replaced the previous R20.0 release and is the primary R20.0 release going forward.

• The hot fix was released primarily to address issues with the TDIMedia driver.

Rocky Linux Support for Virtual Appliances — Beginning with Release 20.0 all virtual appliances on MiVoice Connect have migrated from CentOS to Rocky Linux.

CloudLink — Beginning with release 20.0 the CloudLink field has been added to Director.  This allows for users to authenticate using the cloud as well as enabling push notifications for mobility users.

MySQL Version Upgrade — Beginning with release 20.0 the MySQL version is now 8.0.32

Security Hardening — Release 20.0 has updates remediating several security issues.

Windows Server 2021 — All versions of Windows Server 2012 are no longer supported in 20.0

Software Compatibility — Due to the changes in 20.0 we cannot support N-1 Functionality with the softphone.  If users intend on using the softphone they need to update their Connect Client to 214.100.3231.0

6915 Phones Support — Beginning with release 20.0 MiVoice Connect natively supports 6915 phone with firmware 6.3.0.3045

6970 Phone Support — Beginning with release 20.0 MiVoice Connect natively supports 6970 phones with firmware 6.3.0.3045

MiVoice Connect Client 214.100.3231.0

Chromium Update for Connect Client — The Connect Client was updated to support the latest Chromium.  The updated Connect Client supports Mac OS 14 “Sonoma”

*Before upgrading please compare the difference between old and new as features have changed.

View Release Notes

July 18th, 2024 — Status Update on the Windows Update Issue affecting MiVoice Connect.

Mitel is still working through a formal fix to be released in a future build.

In the meantime, we have a workaround that allows an older version of the media driver to replace the current driver.  Microsoft is not blocking the media driver published before a certain date.

The following builds are affected and will require the older media driver version to be installed.

22.24.7100.0

22.24.1500.0

22.23.5600.0

22.22.6100.0

22.20.2300.0

22.20.1300.0

22.18.4600.0

22.13.4800.0

22.11.9300.0

There is no downside to running the older media driver version.

This will require downtime of the system, so we will need to schedule outside normal business hours.

We have documented each system running the affected builds and will start the process of opening a change control request and start formal communications to schedule.

Please email service@bts1981.com with any questions.

========================

June 3rd, 2024

MiVoice Connect 20.0 is now Available

• 6915 phone support
• 6970 native support
• SIP-DECT 700 series handsets
• Mobile Push Notifications
• Rocky Linux
• MySQL 8.0.32
• VMware 8.0
• Contact Center Update
  • TLS 1.2/SSL 1.1.1
  • MySQL 5.7.43
• Security updates
  • ISC BIND for ST voice switches
  • 28 different library updates
  • Contact Center vulnerabilities
• Defect fixes

View Release Notes

========================

May 24th, 2024

After Windows updates from April 9 and May 14 are applied (KB5036896 and KB5039705 Win 2019 – KB5036899 and KB5037763 Win 2016 ) Several services will not start on HQ/DVS

ShoreTel VmEmSync
Shoreware CSIS VM server
ShoreTel Soft Telephony switch
Shoreware Voicemail Message Server
Shoreware Voicemail Port manager
Shoreware WG server

NOTE: Since cumulative updates will get pushed out the 2nd Tuesday of every month, Windows updates should be disabled on all Mitel servers for the time being until this issue is resolved.

Current Workaround:
Rolling back these updates resolves the issue in 100% of the cases.  Rollback timeframe is 1 hour.

Mitel is awaiting signed driver approval from Microsoft.

Please check back periodically for additional updates.

========================

May 2nd, 2024

We wanted to send a reminder that we are still awaiting additional feedback from Mitel on a permanent resolution.  Please be aware that Microsoft’s May update release will also contain these April updates.

Issue

After April 9 Windows updates (KB5036896 – Win 2019, KB5036899 – Win 2016 ) are applied the following services will not start on HQ and DVS servers:

EmVmSync
CSIS VM Server
Shoretel Soft Telephony Switch
Shoreware Voicemail Message Server
Shoreware Voicemail Port Manager
Shoreware WG Server

Cause

– KB5036896: https://support.microsoft.com/en-us/topic/april-9-2024-kb5036896-os-build-17763-5696-efb580f1-2ce4-4695-b76c-d2068a00fb92

– KB5036899: https://support.microsoft.com/en-us/topic/april-9-2024-kb5036899-os-build-14393-6897-6a0b7cdd-dd67-4ef8-8c38-8a936b2f952c

Resolutions and Workarounds

Resolution

Rolling back this Windows updates from April 9 resolves the issue in 100% of the cases.

• Now fully rebuilt to utilize the 64-bit production ready downstream version of Red Hat Enterprise Linux (Rocky Linux)
• Includes support for CloudLink in the MSL standard installation
• Updated with the latest encryption technologies and regularly updated for known vulnerability signatures 

Group Call Pickup feature available for PC, Web, and Mac Clients

• Group Call Pickup with MX-ONE now available for softphone-only users.
  • MiCollab now shows both numbers in the client
  • Requires MX-ONE 7.8 or higher 
• Call Pickup settings are visible for every MX-ONE & MiV5000 user
• All pickup group members will be notified, and any pickup group member can retrieve the call and answer it within their MiCollab client

Auto- Answer of inbound calls

• PC and Web (Google Chrome) versions of the MiCollab Client now have a new settings toggle labeled “Automatically answer incoming softphone calls” in the Call Settings page
  • Feature now available for Softphones 
• When a call is directed to the MiCollab Client with Auto Answer enabled, the MiCollab Client will automatically answer the incoming call to the softphone after 1 second delay

Admin-based site management for CLI

• The MiCollab Administrator can now choose which CLI numbers are available to be assigned to a managed status by the user
  • Any MiCollab Client with a specific User Profile will follow the rules as specified in the User Profile
• Users can then select the preferred outgoing number from the Settings> Manage Status> Edit Status > Show my Outgoing number dropdown menu in the MiCollab Client > Manage Status from (e.g., Dynamic Statuses like Busy, Available etc.).
  • The currenlty selected public outgoing number is also displayed in the client’s status bar

Citrix VDI Media Optimization support

• The Web (Chromium based) versions of the MiCollab Client now fully supports Browser Content Redirection (BCR)
  • Improves user experience by offloading rendering of web content from the virtual desktop or remote session host to the user’s local web browser
  • Technical benefits: Resource Optimization, Security Benefits, Hardware acceleration support, Better device compatibility, Cost Efficiency
• Scale Citrix VDI (Virtial desktop infrastructure) according to Citrix’s guidelines, the customer infrastructure, and the solution deployed at the customer site. 

MiCollab

Help your employees make better decisions faster by providing them with everything they need to connect, communicate, and collaborate from any place, at any time. 

• A single application for voice, video, messaging, presence, conferencing, mobility, and team collaboration.
• Keep up with projects and boost the sharing of knowledge and ideas across business silos with integrated team collaboration services.
• A communications experience that is consistent across desktop and mobile devices.
• Flexible deployment options: on-site, virtualized, public or private cloud – that can evolve with your business as needs change. 
• A connected workforce working together to increase the speed of interactions and satisfaction of customers. 
• Presence and communications connectivity within Microsoft Outlook and Teams to streamline communications workflows.
• Seamlessly move from calls or chat to video conferencing right within MiCollab.
• Integrations with key vertical apps to streamline employee tasks. 

SUPERCHARGING BUSINESS PRODUCTIVITY

MiCollab is the engine that provides the collaboration experience for Mitel Unified Communications platforms including MiVoice Business, MiVoice MX – ONE and MiVoice 5000. MiCollab brings together voice, video, chat messaging, web conferencing and team collaboration tools into a single solution making it easier for employees to connect with others and break down internal silos, so that they can interact efficiently and productively with colleagues, customers, or partners. 

With MiCollab, your employees can benefit from:

• Unified Communications that make connecting with others an intuitive, seamless experience
• Team Collaboration that enables virtual, interactive workspaces for group-based projects
• Video-Based Collaboration for face-to-face meetings and conversations
• Unified Messaging that makes message retrieval and management simple
• Integrations with MS Teams and key third-party video applications 

COMMUNICATIONS

A single access point for all your communications and collaboration:

PRESENCE – know instantly whether people you need to connect with are on the phone, away from their desk or available for a chat. 

ONE-TO-ONE AND GROUP MESSAGING – instant message with others using Mitel’s web-based resilient, persistent, and secure chat services.

VISUAL VOICEMAIL – quick and direct access to voice messages using visual message handling, including current presence information of the colleague who left the message. 

SOFTPHONE – enjoy the same modern desktop communications experience on any device (PC, Mac, tablet or smartphone). 

MOBILITY – whether on iOS or Android devices, the MiCollab Mobile App extends office-based communications and team collaboration capabilities to mobile users wherever they are. 

WEB CLIENT – access unified communications and collaboration features from remote locations using a web browser. 

VOICE QUALITY CONTROL – see a quick view of the quality of voice on devices and softphones. 

STREAMS – virtual workspace for groups to discuss topics, share files, and return to team content over time – improve efficiency by eliminating hunting through multiple locations or applications to find important information. 

SHARE – jointly create and share content. 

TEAM COLLABORATION

Virtual workspaces for team interaction, content sharing, and meetings, including:

TEAM STEAMS – virtual workspaces where group members can discuss topics, share content, and easily find the information they need to complete tasks. 

REVIEW – review shared content using a variety of annotation methods, including text, voice and video.

VIDEO MEETINGS – create meetings on the fly, by choosing the participants, sending invitations, and launching real – time video meetings. 

VIEO & WEB COLLABORATION

Real – time video collaboration capabilities with features including:

POINT-TO-POINT VIDEO – Place a video call to colleagues with the tap of a button from any contract card or direct chat message – Elevate from chat to video in seconds. 

VIDEO MEETINGS – create collaborative meetings on the fly – choose the participants, send invitations, and launch real – time meetings all directly within the MiCollab application. 

SCHEDULED OR AD-HOC COLLABORATION – create a variety of video collaboration sessions, ranging from one-time scheduled audio-only conferences to in-the-moment web collaboration escalation from within a call or a chat.

CALENDAR INTEGRATION -schedule meetings in advance with calendar integrations.

ROBUST FEATURES – active speaker window, screen sharing, and more.

CONFERENCE RECORDING – record conference calls or collaboration sessions for future access. 

UNIFIED MESSAGING

MiCollab enables the management of voice mail, email, SMS and fax messages with features including:

EDIT AND DELETE MESSAGES – with just a couple of clicks, easily edit or delete one or multiple messages. 

SMS TEXT MESSAGING – send and receive a text or media messages with internal and external participants through an SMS service provider.

MESSAGE RETRIEVAL – retrieve voice, text and fax messages. 

INTEGRATION WITH MS TEAMS FOR LOWER TCO & ENHANCED QUALITY

ROBUST INTEGRATION WITH MS TEAMS – MiCollab easily integrates with MS Teams, supporting customers who use Microsoft Teams for collaboration but need a top-tier communications platform: bi-directional presence synchronization and access to corporate directory and personal contacts are some of the features of Mitel’s best-in-class integration with MS Teams. 

UNIQUE VALUE TO MS TEAMS USERS – Mitel not only integrates with MS Teams but adds unique value that only a world-leader in voice solutions can offer, like optimized Total Cost of Ownership, unrivaled voice quality and an enhanced user experience.

OTHER INTEGRATIONS 

CROSS-LAUNCH OF THIRD-PARTY VIDEO APPLICATIONS – Launch a preferred video meeting application from MiCollab with a click of the mouse.

INTEGRATIONS WITH MICROSOFT – Mitel offers several integrations with Microsoft products, besides Teams, such as Microsoft Dynamics 365 (CRM), Outlook, Calendar, Active Directory, Microsoft Entra ID, Power BI and others. Mitel’s Outlook client and add meeting access details when creating an Outlook calendar invite. 

APPS AND INTEGRATIONS WITH OTHER VENDORS – Mitel showcases a wide-range collection of apps and integrations in vertical markets. 

New features

• IPv6 Support
• MSL 12 and TLS 1.3 for SMB Controller
• 6900 Device Support improvements
  • 6915 native support
  • 6910 Call History improvements
  • Reduced maximum power mode
• AG4100 Management Integration
• FIAS PMS protocol
• Security updates

Better for High Density Analog

• Enables provisioning of the AG4100 from MiVB System Admin Tool for improved experience

Advancing Device Solutions

• 6915 IP Phone Support – New lower priced color screen model
• Internal Call History same as External for 6910
• Reduced maximum power mode for 6900 phones (ESG)
• SIP DECT UI enhancements

Security Advancements

• Known Vulnerabilities addressed
• Aged libraries updated to current versions
• TLS 1.3 for MiVB SMBC Support

Technology Upgrades

• IPv6 Support
  • Anything external to the network supports dual-stack IPv4/IPv6
  • Applications within the LAN remain IPv4
• SIP Options for rerouting
• PMS Options for Hospitality

Mitel Standard Linux (MSL) 12 and TLS 1.3 completion

MSL 12 and TLS 1.3 were delivered across part of the MiVoice Business portfolio with MiVB 10.1

SMBC was an exception, to be completed with MiVoice Business 10.2

• Requirement is based on the end of support for the underlying CentOS for MLS 11
• Will actually be delivered with MSL 12.1
  • It should be noted that the traditional CloudLink Gateway is used with SMB Controller rather than the deconstructed gateway
• TLS 1.3 comes along with MSL 12
  • Includes support for TLS 1.3 with Initial Configuration Wizard (ICW)

IPv6 Support

• Global move to IPv6 as IPv4 addresses run out.
• SLED Vertical requirement
• US Government mandate The Office of Management and Budget issued OMB Memorandum M-21-07, dated November 19, 2020, requiring all federal agencies to stop using IPv4 and transition to IPv6.

IPv4/v6 Network Strategy

High Level IPv6 Strategy

• Anything that goes external to the data center should support dual-stack IPv4/IPv6
  • Some providers may only supply IPv6 addresses
• Applications within the LAN can remain IPv4
• There are exceptions to the strategy 

FQDNs can also be used

IPv6 Applicability

MXe/CX/AX

• Not applicable

SMB Controller

• Partially supported
• Full support in later release

EX Controller

• Fully supported

MBG

• Full support, other then Call Recording which is IPv4

MiCollab

• Clients support IPv6 for SIP/ WebRTC signaling and media
• The MiTai CTI interface remains IPv4

MiVoice Business Console

• Fully supported

Phones

• Fully supported on the 6905, 6910, 6915, 6920, 6930, 6940, 6920w, 6930w, 6940w and 6970 IP Phones.

6915 Supported as a 6915

Lower cost color display phone

• Fits between 6910 and 6920 in the 6900 lineup

Will be supported with MiVB 10.2 with a 6915 device type.

• An upgrade to MiVB 10.2 will automatically convert any 6915 that had been configured as a 6920 to a 6915

The 6915 IP Phone functions the same as the 6920 IP Phone, with the following exceptions:

• Supports 12 Programmable Keys on two pages instead of 18 Programmable Keys on three pages on the Mitel 6920 IP Phone
• No support for Visual Voice Mail
• No M695 Programmable Key Module (PKM) or S720 Bluetooth support.
  • No MobileLink or PCLink
• Support for Analog and USB Headsets only. No support for Bluetooth or DECT integrated Headsets.

Support Internal System Call History same as External

Previous System Call History was 20 records for

• missed – external and internal
• answered – external only
• outgoing – external only

System Call History is used by 6910 and 6905, 5312, 5324 (small display sets) and can also be provisioned as a key on large display sets. 

Now supports call history for internal calls in addition to external calls Can now support up to 50 records (20 is default)

Reduced Max for 69XX phones (ESG)

Applicable to

• 6915
• 6920, 6920w
• 6930, 6930L, 6930w
• 6940, 6940w

The reduced power mode can be remotely enabled by the system administrator via a COS option. 

When enabled:

• The phone’s USB port is disabled (i.e. will not supply power). 
• The maximum backlight brightness that can be set by the user is Level 3.
• The screen saver brightness is limited to Level 1.

Two new COS options whose values are sent to the supported devices when a set registers or a hotdesk user logs in

• Control COS, new COS USB Port – Control has been added and will support 4 modes to maximize flexibility: Always Enabled (default), Always Disabled, Enabled, Disabled
• Reduced Maximum Power Mode – Control, has been added and will support 4 modes to maximize flexibility: always Enabled, Always Disabled ( default), Enabled, disabled
• “Always” overrides the Hot Desk user status

Supported with MiNET 3.0 (bundled with MiVB 10.2)

SIP-DECT

MDUG Prime DN on SIP DECT Idle Display

• MiVB Users can have a Multi-Device User Group (MDUG)
  • Every device has its own DN
  • You can only dial the prime DN and only the prime DN will be shown on the called party
• The  SIP Dect Idle screen shows the non-prime MDUG DN
  • This is confusing for the user. It is a non dialable DN.
• The SIP DECT Idle Display should show the MDUG Prime DN
  • 322476 in the example to the right i.e., no*
• Requires SIP-DECT Server Release 9.2
  • The SIP-DECT Server can be either Open Mobility Manager (OMM) or Multi-OMM-Manager (MOM)

Hospitality – PMS enhancements

Adds support for Guest Move for embedded voicemail voicemail using Hilton PEP PMS protocol 

• Hilton PEP PMS protocol support was added in 10.1 SP1
• Support for Guest move of voicemail messages was not included at that time.

Builds on Hilton PEP PMS work to add support for the FIAS PMS protocol

• Providing equivalence (with exception) to the MiVoice Office 400 support for FIAS, so that MiVoice Business can be a functional replacement for MiVO400 for international Hospitality offers.
• Functionality supported by the MiVoice Business:
  • Guest Check-In
  • Guest Check-Out
  • Guest Change/Guest Move
  • Room Equipment (Call Restrictions, MWI, Maid Status)
  • Wakeup Request/Cancel/Acknowledgement
  • PMS-based Call Billing using Metered Pulses and/or Dialed Digits plus Duration via Posting Simple (PS)
• Notable exceptions that are supported by MiVoice Office 400 but not MiVoice Business
  • Virtual Numbers (i.e. DID)
  • Mini Bar Articles via Posting Simple (PS) 
  • Direct Charge using sales outlets via Posting Simple (PS)

MiVoice Business Console Accessibility

MiVoice Business Console application features such as Call, Phone Book, Call History, Audio-panel etc. have been reviewed based on VPAT 2.5 with:

• System/USB keyboard and JAWS
• Braille (Focus40) keyboard and JAWS.

Improvements have been made, high contrast icons added to Call History/ ToolBar/PhoneBook panels.

SIP Options for Rerouting

UserVoice Idea

• Adding a couple of new options to the SIP module to allow re-routing:
  • Incoming call: Allow re-routing by replying with 486 Busy instead of 503 Service Unavailable when a SIP peer is congested
  • Outgoing call: Allow re-routing when response is 500 Internal Error form service provider or SBC. 
• Provisioned via SIP Peer Profile form
  • Default is No for both options

December 19th, 2024

General Availability of MiVoice MX-ONE 7.8

Mitel is pleased to announce the release of Mitel MiVoice MX-ONE 7.8! MiVoice MX-ONE is Mitel’s flagship for UC solutions addressing the Global Large Enterprise segment. The solution can be used in almost all business verticals and provides full-featured and robust Unified Communications as well as system security and redundancy.

New End point & application

• Mitel OpenScape Xpert​
• Dialer 4.2 dual-mode (CTI & Softphone)
• MiCollab 10​
• MIR 7.3​
• InAttend / CMG 9.1​
• Support for 6915v2 IP Phone
• SIP 6.4 SP3 Inc. 6915 V2​
• IP DECT Gatewa​y
• Support the AG4172 analogue gateway​
• Integrated DECT BS SW update​
• MPA 3.5​.1

End User Usability improvements

• CMG MS Teams organization collaboration support up to
  15 org/instances​
• MX-ONE add-hoc conference enhancement ​
• Extension leader conf control
• Diversion use cases. Central Call History logging enhancement, show both A and B party call party to C-party call history ​
• MiCollab A & B number/name to C party in App GUI​
• MIR 7.3 support for start & stop recording in Mitel deskphones

API’s & Compliance

• Updated MX-ONE REST APIs for provisioning & Call history sync​
• MBG 12.1 with support for RTCP-XR​ & Dual stack IP4/IP6​

Operation enhancement

• PM/SNM Manager solution enhancements APIs & GUI (Phase 4 of 5)​
• Feature based Multi-tenant, to support PM configuration analogue extension on Reseller/Tenant level​
• Increase CAS extension per Service Node to 1920 users (BNB-1583)​
• PM/SNM: Certificate Autoenrollment​
• CloudLink MS Teams bi-directional line/presence status support up to 2.5K users

Mitel Dialer for MiVoice MX-ONE
Mitel Dialer is a lightweight telephony application for Windows PC that can be deployed either as a regular Softphone or as smart CTI-Dialer. It provides the end-user with features and services related to daily call management on practically any phone/device. As a plug-in to Microsoft Teams, Mitel Dialer also provides users with telephony services from the Mitel call server platforms. The solution is supported on MiVoice 5000, MiVoice MX-ONE, and MiVoice Office 400.

Mitel & Elderly Care
Mitel offers a total ecosystem of solutions in elderly care. Prioritized areas include emergency care response, physical facility security, and UCC solutions. Learn how to modernize UC communication with increased deployment and cost flexibility. Increase elderly care staff productivity and enable rapid responsiveness to critical events and improve the experience of elder people and the families who support them.

MiVoice Business Release 10.2
This new release (10.2) makes the MiVoice Business more secure and simpler to use, including enhanced integration with devices and gateways, security and technology updates, and with a stronger value proposition for Hospitality

November 11th, 2024

Mitel Performance Analytics 3.5

Mitel Performance Analytics (MPA) 3.5 is Generally Available starting October 30, 2024. MPA 3.5 has improved network performance, more robust security, and streamlined management for Mitel solutions. Some of the available new features and functionality include:

• Seamless software updates
• Enhanced device management
• Stronger security with TLS 1.3
• Improved reporting and insights
• Efficient monitoring and alarm resolution

AI-Enhanced Channels Added to MiContact Center Business
A new video provides an overview of the Talkative add-on channels available for MiContact Center Business (MiCC Business). The available features include GenAI-enhanced virtual agent chatbot, agent assistant copilot, web chat, video chat, AI knowledge base, analytics, and reporting, all integrated into the MiCC Business Ignite agent interface.

Release of Mitel IP-DECT TDM Gateway
The new Mitel IP-DECT TDM Gateway allows customers to easily bridge legacy TDM-DECT infrastructure with IP DECT infrastructure via the Local Area Network (LAN). It mainly serves MX-ONE Integrated DECT (e.g., ELU31/x and BS33x/BS34x Base Stations). With the IP DECT Gateway, customers can continue to benefit from investments already made in DECT technology while upgrading to Mitel IP-DECT and continuing their route towards all-IP at their own pace.

NEW 6915v2 IP Phone Resources
In October, Mitel announced the general availability of the 6915v2 IP Phone. Version 2 of the device was redesigned with a new processor from the same family as the one used in the w-model phones. This update comes because the phone’s processor used in version 1 is nearing the end of its life. The 6915v2 IP phone keeps the same form and feature set as its predecessor. We added new resources about the device, now available in English, German, and French.

October 15h, 2024

Mitel Adds Critical Event Management Solution to their Portfolio. 

Critical events affect us more than ever – companies, organizations, and individuals. Therefore, risk Planning & Mitigation are key success factors to respond quickly and effectively to critical events. Together with our partner Everbridge, Critical Event Management provides answers to critical customer challenges, helps to accelerate the customers digital transformation journey, improves our customers’ operational efficiency, reduces time to resolution and enhances employee and customer experience. We offer risk planning and mitigation when it’s needed the most to keep people safe and businesses running.

December 15th, 2023

MiVoice Business 10.1 Release

• 6915 as a 6920
• EMEM Enhancements for Hospitality
• EMEM Improve Name and Number VVM/EUM/F2E display for callers with no mailbox
• MSL 12
• TLS 1.3 support
• Location support for 6900w
• Ring Group Name in Ring Group Form
• MiVBC Accessibility for Operators
• EX Controller DGW 49.1
• VMware 8.0
• Nutanix
• MSA SDK 7.2

MiVoice Solution Virtual Instance 1.0

• Single VM with MiVB, MBG and MiCollab on VMware
• 250 and 500 user versions
• Single resilient pair

December 21st 2024

RingCentral is adding AI features to their platform which will be included in your subscription.  Here is a video on a few of the features.  https://www.youtube.com/watch?v=RqVKtZzc4Lk

Key features of RingCentral AI with EX:

• Real-time call notes:

Automatically capture key points during calls, generating summaries and action items. 

• AI message writing and translation:

Compose messages in different languages, with the AI suggesting wording and translations. 

• Meeting summaries:

Generate concise recaps of video meetings, highlighting key decisions and action items. 

• Live transcription and closed captioning:

Real-time transcription of calls and video meetings with closed captioning for accessibility. 

• Video meeting highlights:

AI automatically identifies important moments in recorded video meetings and creates highlight clips. 

Add on Feature – RingCentral RingSense — https://www.youtube.com/watch?v=tyejz4T6S0U

RingSense is a conversation intelligence platform that uses AI to analyze business conversations and provide insights to improve customer engagement and sales performance: 

• Transcriptions: Automatically generates transcripts of phone calls, video meetings, and emails 
• Summaries: Creates summaries of conversations 
• Sentiment analysis: Analyzes the sentiment of conversations 
• Call and deal scoring: Scores calls and deals 
• Performance metrics: Analyzes performance metrics 
• Coaching opportunities: Identifies opportunities for coaching 
• Conversation analysis: Determines which types of conversations lead to specific results 
• Data-driven insights: Provides data-driven information 
• Actionable insights: Provides actionable insights 

RingSense can be used by businesses of all sizes to improve customer engagement and sales performance. It can be integrated with CRMs like Salesforce, HubSpot, Zoho Dynamics, and Outreach. 

RingSense stores data securely and does not share it with third parties.

October 21, 2024

Vonage Enhancements

• Progressive Dialer (Connect) for Service Cloud Voice  

• Send real-time conversation events 

• Vonage Enhanced Noise Cancellation for WebRTC 

• Virtual Desktop Infrastructure support for WebRTC 

• Agent warning when local issues may affect WebRTC 

• Headset controls for WebRTC 

Salesforce Open CTI

• Support Enhanced Omni-Channel with external routing 

• Support external routing for the newer Messaging In-app/Web channel 

Conversation Analyzer

• Historical Analytics: Sentiment analysis

ContactPad

• Add notes during an interaction

Administration

• Enhanced license management

Insights

• Team Monitoring: Optional phone number column 

• Real-time Analytics: Control access to Agent state summary 

• Real-time Analytics: UX improvements 

• Real-time Analytics: Virtual Assistant reporting 

• Historical Analytics: Mark as favorite 

• Historical Analytics: Agent summary dataset — now generally available

Interaction Architect

• Selectable data types in Data Router applet

APIs

• Interaction Plan Management API

• Media Channels API

• Webhook subscriptions

Beta/Early Access

• Intelligent Workspace (NAM) (Info on Oct 21 version)

• Bring Your Own Channel for CCaaS (NAM)

Feature Retirement

• Dialed Number Router applet (deprecated)

• Retirement of VCC Native Webchat (retired)

• Unite case routing (retired)

• Salesforce managed packages

Benefits of Vonetco Cloud

• Scalability

As your business grows, you can add more lines and features without needing to invest in new equipment or hardware.

• Flexibility

Modern phone systems are designed to be adaptable and can be easily changed to suit your business’s needs.

• Reduced costs

You can save money by avoiding excessive licensing fees, traveling less, and reducing IT costs.

• Cost savings

Moving to a cloud-based phone system can be less expensive than a traditional system.

• Increased productivity

A unified communications and hosted VoIP phone system can simplify collaboration and communication management.

• Improved customer service

Advanced call routing features can reduce wait times and ensure prompt customer support.

• Enhanced collaboration

Remote and hybrid teams can more easily work together with video conferencing and screen sharing.

• Voice quality

Improved quality of service (QoS) schemes, better file compression, and fast internet speeds can improve the clarity of voice calls.

• Fully managed by BTS

A fully managed cloud phone system not only modernizes your communications but also allows your team to focus on core business goals while benefiting from cutting-edge technology and round-the-clock support.

November 18, 2024

Here are some new features for Zoom Phone:

• AI Companion

This feature uses AI to help users make calls and follow up more productively. Users can ask questions and get real-time summaries during a call, or request a post-call summary and next steps. 

• Dynamic voicemail greeting

This feature uses AI to automatically create personalized voicemail greetings based on a user’s calendar events. For example, if a user is traveling, the system can generate a greeting that reflects their travel status. 

• Voicemail prioritization

This feature moves urgent messages to the top of the voicemail queue. 

• Voicemail task extraction

This feature delivers tasks from voicemails to help users understand the next steps. 

• Feedback to Zoom

This feature allows users to provide detailed feedback on AI Companion responses. 

• Configurable caller ID

This feature lets teams customize the phone number displayed when making outbound calls. 

• Integrated directories

This feature makes it easy to call a coworker by searching for their name in an integrated directory. 

• Private call park

Account owners and admins can create private call park locations for Poly Edge E devices. 

Zoom Contact Center has many new features, including: 

• AI-powered support: AI Expert Assist provides personalized support for customers, improved productivity for agents, and better intelligence for supervisors. 
• AI Virtual Voice Agent: A new feature that will extend AI capabilities to phone calls. 
• Co-browsing with PII masking: Customers can grant agents secure view access to their screens during voice engagements. 
• Text-to-Speech (TTS) support: Zoom Contact Center supports the same set of voice actors for TTS as Zoom Phone. 
• Reporting: Account owners and admins can access messaging and email reports, logs, and data. 
• Quality assurance (QA) solution: Automatically scores 100% of customer-agent interactions and shares auto-generated comments. 
• Agent desktop: Integrates insights from custom and third-party data sources. 
• Screen Pop settings: Admins can choose whether agents see the screen pop of matching CRM records during call ringing or after the call is answered. 
• Salesforce SMS channel configuration: A new configuration UI for SMS channel settings. 
• Zoom Meetings enhancement with real-time sync: Account owners and admins can sync Zoom Meeting details to Salesforce in real-time. 
• Contact Center SDK updates: Updates every nine months to ensure optimal performance. 

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0067626

October 1, 2024

Recent Zoom enhancements and feature updates include: improved AI Companion with multi-language support for chat summaries, a new Team Chat experience with split view, quick scheduling capabilities directly from chat, immersive view with screen sharing layouts, enhanced whiteboard features with more shapes and follow-along functionality, sign language interpretation options, “smart recordings” that automatically highlight key content, and a refined user interface with customizable button order and color themes.

Key points about recent Zoom updates:

• AI Companion improvements:

Zoom’s AI assistant now provides summaries of chats in multiple languages, helping global teams stay updated. 

• Enhanced Team Chat:

New features like split view, dedicated channel tabs for organization, and the ability to quickly schedule meetings directly from chat conversations. 

• Immersive View enhancements:

Improved screen sharing layouts within immersive view, allowing for better presentation of shared content while maintaining the virtual environment. 

• Whiteboard upgrades:

Added new shapes, rich-text options, and a “follow along with presenter” feature for collaborative whiteboarding. 

• Accessibility features:

Option to enable sign language interpretation for meetings. 

• Smart Recordings:

Automatic content highlighting and grouping within cloud recordings to easily access key parts of a meeting. 

• Visual interface updates:

Customizable button order on the toolbar, new color themes, and improved layout for multi-speaker views. 

November 20, 2024

What is Zultys?

Zultys is a unified communications system that offers IP phones, a contact center, and a variety of features, including:

• Voice: PBX functionality, SMS, text, IM, and group chat 
• Video: Face-to-face connections with file and screen sharing 
• Contact Center: High call volume handling, customer engagement, and loyalty 
• Fax: Paperless sending and receiving of faxes 
• Mobile device integration: Integrate mobile devices into the office phone system 
• Call forwarding: Forward calls to your mobile handset or re-route calls to voicemail 
• Microsoft Exchange integration: Single inbox for delivery of voicemail and faxes 
• Customer Relationship Management (CRM) applications: Integration via industry standard TAPI link 

Zultys phones are designed to be easy to use, reliable, and secure. They can be used on-premise, in the cloud, or in a hybrid configuration. Some Zultys phones include: 

• Zultys ZIP 33i SIP Phone

A business IP phone with a 3-line display, 6 programmable keys, and a dedicated headset port 

• Z 22G IP Phone

Supports wireless headsets and can be used with a compatible Bluetooth headset 

• ZIP 45G

An IP phone with a 3.7” backlit graphical display and dual Gigabit Ethernet ports 

• ZIP 47G

An IP phone with a hi-resolution color display and dual Gigabit Ethernet ports 

• ZIP 49G Smart Media Phone

A phone with a 7 inch touch screen that combines visual communications with the Android operating system