Onboarding new employees/phones/agents - Can we automate this process?

[fishhead64]

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

 

[Devolution]

Mitel gave us a demo of the new single programming interface that they are developing. It was able to access and program an MiVB and MiCollab including UCCv4 license bundles from one browser page and the MiContact and MiVBG's will be added to it soon. It looked similar to the Cloudlink portal. This will help to reduce the number of places we all currently have to go, to get an extn setup. Does it cover everything? No, but it does a lot more than we can currently do. It's a step in the right direction.

We also had a demo of the possibilities of what Cloudlik and its API features can do and this might also help you automate some of your steps with 3rd party applications.

But for now, I think we're all stuck trying to explain to customers that it's easier to get us to add an extn than doing it themselves.

 

[fishhead64]

Thanks, I didn't mention Cloudlink, as we really have to go there unless someone doesn't push through properly.
This is all super new to us coming from a Nortel/Avaya platform and the learning curve has been steep.

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
Revolutions 2022.2.1
MiCC 9.4.2
MiR 7.0.0-16.0
CCMWeb
PowerPlay

 

[jpruder]

You can use the templates to add key is set up on the MiVB for most thing. You need to get into the MiVB and find the template and perhaps under desk phone create a new keymap, proper templates can also have zone info and location. Might need to create many more.. As to AD, find it has value but makes has issues with deleting and reassigning extension. I hate that it deletes the did instead of blanking the value for possible reassignment. As this is cloud, there may be additional drawbacks.