fishhead64
Technical User
We're 6 months in with a Mitel managed cloud solution.
Is there a way to streamline or automate new agent/employee adds?
We have currently have to access 7 different systems to enter a new employee:
MiVB to find a suitable DID or extension/Agent ID.
AD to assign ext/DID/Agent ID, AD groups, Attributes(role) for call center
MiCollab - To save what's sent from AD
Back to MiVB to add Location and Zone for 911 calls, add keys, basic phone tasks
YourSite Explorer - Assign agents to queues, confirm licensing
MiR To record agent calls
MiCC to give proper permissions to reporting, other things we don't fully understand yet.
Revolutions (internal 911 notifications)To properly display employee name and location to our security staff
Intrado (911 notifications to PSAP) to properly route 911 calls to our county's PSAP
We thought AD integration would simplify this process, but it's still a lengthy and complicated task. Sometimes it takes two of us to sort out something we've missed to get it all to work properly.
Thanks!
Al Feinberg
MiCollab 9.6.0.105-01
Mitel Standard Linux 11.0.99
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01
Is there a way to streamline or automate new agent/employee adds?
We have currently have to access 7 different systems to enter a new employee:
MiVB to find a suitable DID or extension/Agent ID.
AD to assign ext/DID/Agent ID, AD groups, Attributes(role) for call center
MiCollab - To save what's sent from AD
Back to MiVB to add Location and Zone for 911 calls, add keys, basic phone tasks
YourSite Explorer - Assign agents to queues, confirm licensing
MiR To record agent calls
MiCC to give proper permissions to reporting, other things we don't fully understand yet.
Revolutions (internal 911 notifications)To properly display employee name and location to our security staff
Intrado (911 notifications to PSAP) to properly route 911 calls to our county's PSAP
We thought AD integration would simplify this process, but it's still a lengthy and complicated task. Sometimes it takes two of us to sort out something we've missed to get it all to work properly.
Thanks!
Al Feinberg
MiCollab 9.6.0.105-01
Mitel Standard Linux 11.0.99
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01