CRM Connector

CRM Connector
for MiCC Business

06 2023
Document Release # 11
USER GUIDE
Table of contents
INTRODUCTION .............................................................................................................................. 3
WEB CONNECTOR ......................................................................................................................... 4

SIGNING INTO AND OUT OF WEB CONNECTOR ....................................................................................................... 5
Account locked 6
Password modification 7
AUTOMATIC SIGNING INTO WEB CONNECTOR ....................................................................................................... 8
RECONNECTING WEB CONNECTOR ............................................................................................................................ 9
VIEWING AGENT STATE ............................................................................................................................................... 10
VIEWING AGENT VOICE STATE .................................................................................................................................. 11
ADJUSTING AGENT STATES ........................................................................................................................................ 12
HANDLING CALLS.......................................................................................................................................................... 14
View call information 14
Answer, decline and end calls 15
Make calls 16
Perform in-call actions 18
Remove Work Timer 22
CRM ............................................................................................................................................... 23
FRESHDESK (SUPPORT DESK) ..................................................................................................................................... 24
Prerequisites 24
Launching the Web Connector 24
Searching dialable contacts 25
Caller identification 27
Screen popup 27
Click to dial 27
Call association 28
Call logging 29
MICROSOFT DYNAMICS 365 ........................................................................................................................................ 32
Prerequisites 32
Screen popup 35
Click to dial 36
Call association 37
Call logging 38
MICROSOFT DYNAMICS 365 CIF ................................................................................................................................. 42
Prerequisites 42
Screen popup 46
Click to dial 46
Call association 48
Call logging 48
MICROSOFT DYNAMICS UNIFIED SERVICE DESK ................................................................................................. 52
Prerequisites 52
Screen popup 55
Click to dial 56
DOCUMENT TITLE – RELEASE OR VERSION
Call association 56
Call logging 57
ORACLE ENGAGEMENT CLOUD ................................................................................................................................. 61
Prerequisites 61
Choosing Media Toolbar 63
Screen popup 66
Click to dial 67
Call association 68
Call logging 68
ORACLE SERVICE CLOUD ............................................................................................................................................ 71
Prerequisites 71
Screen popup 74
Click to dial 75
Call association 76
Call logging 76
SAP SERVICE CLOUD ..................................................................................................................................................... 80
Prerequisites 80
Screen popup 86
Click to dial 86
Call association 87
Call logging 87
Call Recording and Playback 87
SALESFORCE ................................................................................................................................................................... 87
Prerequisites 87
Screen popup 91
Click to dial 92
Call association 93
Call logging 94
Sales force Omni-Channel interactions 98
MiVCR integration 98
SERVICENOW .................................................................................................................................................................. 98
Prerequisites 98
Screen popup 102
Click to dial 102
Call association 103
Call logging 104
SUGARCRM .................................................................................................................................................................... 107
Prerequisites 107
Screen popup 110
Click to dial 110
Call logging 112
ZENDESK ........................................................................................................................................................................ 115
3 | DOCUMENT TYPE (IE MITEL WHITEPAPER)

DOCUMENT TITLE – RELEASE OR VERSION
Prerequisites 115
Screen popup 117
Click to dial 118
Call logging 119
ZOHO CRM ..................................................................................................................................................................... 122
Prerequisites 122
Screen popup 125
Click to dial 126
Call logging 128
ZOHO DESK .................................................................................................................................................................... 131
Prerequisites 131
Screen popup 134
Click to dial 135
Call logging 136
FAQ .............................................................................................................................................. 141

WHY ARE THERE NO MORE LICENSES? ................................................................................................................. 141
The information conveyed in this document is confidential and proprietary to Mitel® and is intended solely for Mitel
employees and members of Mitel’s reseller channel who specifically have a need to know this information. If you are not a
Mitel employee or a Mitel authorized partner, you are not the intended recipient of this information. Please delete or return
any related material. Mitel will enforce its right to protect its confidential and proprietary information and failure to comply
with the foregoing may result in legal action against you or your company.
4 | DOCUMENT TYPE (IE MITEL WHITEPAPER)

WEB CONNECTORS FOR MICC (USER GUIDE)
This document describes how to use the web connector in CRM environment and should be provided to
users.
Overview
When it comes to integrating MiContact Center and third-party CRM solutions, some connectors exist as part
of the MiCC product, and others are available from Mitel Professional Services.
The connectors detailed in this document belong to this category.
They are embeddable web applications displayed in the CRM user interface. MiCC Enterprise, MiCC
Business and OIG variants exist, which are compatible with Freshdesk (Support Desk), Microsoft Dynamics
CRM/365 (+CIF), Oracle Engagement Cloud, Oracle Service Cloud, SAP Service Cloud (SAP C4C - Live
Activity), Salesforce, ServiceNow, SugarCRM, Zendesk, Zoho CRM and Zoho Desk.
Idle State Private inbound call
Service inbound call Clerical call
1 | WEB CONNECTORS FOR MICC (USER GUIDE)

Version history
Document version Changes
01 Initial version.
Update CRM features table
02
Update Dynamics CRM sections
03 Update Salesforce Omni-Channel section.
04 Update Zendesk section.
05 Add Oracle Engagement Cloud section.
06 Update Zendesk section (Click to Dial support -Talk Partner Edition subscription)
Add ServiceNow section.
07
Update some screenshots.
08 Add Zoho CRM section.
Freshdesk (Support Desk), Microsoft Dynamics 365 CIF, SugarCRM and Zoho
09 Desk sections added
No more limitation on the number of templates (call log)
10 SAP Service Cloud (Live Activity) section added.
11 Signin options.

INTRODUCTION
The purpose of the connector is to facilitate the integration of MiCC inside the CRM. It allows from the CRM itself the
following interactions:
- CTI:
o Incoming call detection.
o Real-time update of the current call state.
o Basic call control: make call, answer, hang up, hold, retrieve.
o Advanced call control: multiple calls, transfer, conference
- Multimedia:
o Email
o Chat
o SMS
o Open Media
- Search by name or phone number when dialing
o Retrieve the correspondent from MiCC and CRM.
- Click to dial
o Clicking on a phone number initiates an outgoing call to this number, from the phone currently used by
the agent (desk phone or softphone in Agent application).
NB: Available in CRM pages except with Oracle Service Cloud
- Caller identification
o At the beginning of an incoming or outbound call with the agent, the caller or callee is identified through
an automatic lookup into the CRM contacts list based on the remote party phone number or IVR data.
IVR data are also displayed in the web connector.
- Screen popup
o By default, the popup mechanism is based on the remote caller’s phone number:
▪ If the caller’s phone number is associated with a contact, then that information appears
automatically.
▪ If the caller’s phone number cannot be mapped, then nothing is done.
NB: This behaviour is customizable
- Call qualification
o During a call, the agent can associate one or more Call Qualification Codes to the current call.
- Mitel case
o Flag a case for follow-up
o Flag a case as resolved
o Case reminder notification
- Agent status
o The web connector provides monitoring and control of the agent status values, such as the following.
▪ Ready for Voice
▪ Not Ready for Voice
▪ Entry of Not Ready Reason
▪ Work Timer
- Call logging
o For the duration of a call, the agent can manually add an entry to the call log associated to a contact:
▪ Subject
▪ Contents based on one of the configurable templates, filled in with call-specific data fields.
▪ Custom drop-down list
The target contact is the remote call party by default; deferred association by the agent with another
contact is supported (a specific object depending of the CRM is associated to a compatible entity).
NB: Call logging can also be configured to be done automatically at the end of the call
NB: The connector handles voice and multimedia sessions. Ignite is still available to handle other features not available in
the connector.

WEB CONNECTOR
Specific Interactions with CRM are described in corresponding sections:
- Freshdesk (Support Desk)
- Microsoft Dynamics 365
- Microsoft Dynamics 365 CIF
- Microsoft Dynamics Unified Service Desk
- Oracle Engagement Cloud (Oracle CX B2B)
- Oracle Service Cloud (Oracle CX B2C)
- SAP Service Cloud (SAP Cloud for Customer – Live Activity)
- Salesforce
- ServiceNow
- SugarCRM
- Zendesk
- Zoho CRM
- Zoho Desk
The following paragrahs describe the basic functionalities present in the web connector.
Some restrictions exist following the associated MiCC version:
Functionnality MiCC 8.x MiCC 9.x
Voice ACD log on and log off x x
Set or remove Make Busy with Reason

Code
x x
Set or remove Do Not Disturb with

Reason Code
x x
Cancel Work Timer x x
Answer x x
Hang Up x x
Hold x x
Retrieve x x
Transfer (blind) x x
Transfer (supervised) - x
Cancel Transfer - x
Transfer/Conf - x
Conference - x
Accound Code x x

Classification Code x x
SIGNING INTO AND OUT OF WEB CONNECTOR
Follow this procedure to signing into the Softphone web application.

1. Connect to your CRM site
2. From the login page of the web connector, enter your MiCC credentials
3. Click on Sign in button
It’s possible to choose between different ways to signin (if activated by the configuration):
- Windows Account
This mode tries to retrieve your current Microsoft Windows Account and to find a match with your MiCC account.
Your MiCC account must be set with your domain account as logon Id.
- External Account
This mode tries to use your current credential of your external authentication provider (OpenId) and to find a
match with your MiCC account. If you are not authenticated, you will be asked to enter your credential of your
external authentication provider into a popup window.
Your MiCC account must be set with the user id of your external authentication provider as logon Id (e.g.: email)
- MiCC Account
This mode tries to use your current credential of your MiCC account. If you are not authenticated, you will be
asked to enter your credential of your MiCC account via MiCC authentication portal into a popup window.
This mode supports MiCC CloudLink authentication available from MiCC-B 9.5.
During the login process with MiCC-B version, you may be invited to enter your phone’s login:

If the login succeeds, you will have access to the application:
Follow this procedure to signout of the Softphone web application.

2. From web connector application, Click the logout icon
ACCOUNT LOCKED
You account can be locked if you enter a wrong password multiple time (if set in MiCC-B configuration)

PASSWORD MODIFICATION
The system can ask you to change your password.
You can do it from Ignite or directly by clicking the link Change Password. The link opens MiCC Authentication portal into
a new popup window.

AUTOMATIC SIGNING INTO WEB CONNECTOR

An automactic signing exists if
- the agent has already signed in once
- the agent has not signout
- the MiCC credential token is still valid
Follow this procedure to automatically signing to the Softphone web application.

2. The agent should be connected to the web connector.

RECONNECTING WEB CONNECTOR

If the Web Connector experiences connectivity issues, a ‘Reconnecting’ message displays.
If the application cannot reconnect within the time allotted, a ‘Connection lost’ dialog pops with the option to Reconnect.
Once the connection is reestablished Web Conenctor refreshes and functionality is restored.
Follow this procedure to reconnect the Softphone web application.

1. Under Connection lost, click Reconnect.

VIEWING AGENT STATE

The agent state icon displays the employee’s overriding state and their associated colors, including:
State Agent Description
Displays when an employee has ACD contacts ringing in the

Incoming
Inbox
ACD Displays when an employee is handling ACD contacts
Displays when an employee has placed ACD contacts on

ACD Hold
hold
Non ACD Displays when an employee is handling non-ACD contacts
Displays when an employee has placed non-ACD contacts on

Non ACD Hold hold or have themselves been placed on hold during a Non
ACD call
Outbound Displays when an employee has placed an outgoing call
Displays when an employee has placed an outgoing call on

Outbound Hold
hold

Displays after an employee has handled a contact, provided

Work Timer none of an employee’s agents are in an ACD, non-ACD,
Outbound, Make Busy, or Do Not Disturb state
Do Not Disturb Displays when the employee is in a Do Not Disturb state
Busy Displays when an employee is in a Make Busy state
Displays when an employee is not present in any of their

Away (Not Present)
agent groups
Displays when an employee is signed in, but their agents are

Offline
logged out
Reseize Timer Displays when an ACD call fails to route to an employee
Displays when the employee does not have contacts in the

Available Inbox
NOTE: For Voice, Idle includes agents whose devices are off hook or who have non-ACD calls ringing. These agents will
not be offered ACD calls.
An overriding state is a state that supersedes other states. States higher in the list override the states appearing lower in
the list. Note that all an employee’s agents are considered when the system calculates the overriding state.
The oldest length for a state supersedes other times for the same state if an agent is handling multiple contacts. For
example, if an employee had two emails in ACD, the displayed value in the status bar would be the time of the oldest
email
VIEWING AGENT VOICE STATE

The agent voice state icon indicates the corresponding voice state of the employee’s agents:
State Voice Description
Ringing An ACD contact ringing on an agent, waiting to be handled
ACD An agent handling an ACD contact
ACD Hold An agent who has placed an ACD contact on hold
Idle An agent logged on and waiting to receive a contact

For Voice, Idle includes agents whose devices are off hook
or
who have non-ACD calls ringing. These agents will not be
offered ACD calls.
An agent involved in an incoming non-ACD contact or agent

Non ACD
originated voice contact
Non ACD Hold An agent who has placed a non-ACD voice contact on hold
Outbound An agent on an outgoing voice contact
Outbound Hold An agent who has placed an outgoing voice contact on hold
An agent who has activated Do Not Disturb and is not

Do Not Disturb
available to receive any ACD or non-ACD voice contacts
An agent who is not available to receive ACD contacts but

can
Make Busy
receive transferred contacts and voice contacts dialed
directly to the agent
An agent who is completing post- contact work, such as

Work Timer paperwork, and is unavailable to receive contacts of that
media type
Offline An agent unavailable to handle contacts
Away (Not An agent whose presence is removed from an agent group

Present) or media type
ADJUSTING AGENT STATES

Agents can adjust their states to make themselves available or unavailable to receive ACD contacts without logging out of
the application.
Agents can set the following states:
State icon Description

Agents are logged and their ACD agents are available to

Available
receive ACD contacts
When agents must become temporarily unavailable for

inbound multimedia contacts, they can put
Busy
themselves into Busy/Make Busy (MKB) and choose a code
indicating why they are unavailable
When agents must become temporarily unavailable for

receiving inbound multimedia contacts and internal voice
Do Not Disturb contacts, including transfers, they can put themselves into
Do Not Disturb (DND) and choose a code indicating why
they are unavailable
Agents are logged and can peruse the contact repository,

but their ACD agents are offline and cannot receive ACD
Offline contacts
NOTE: Time in Offline does not count towards shift duration
When agents must become temporarily unavailable for inbound multimedia interactions, they can put themselves into
Busy/Make Busy (MKB) and choose a code indicating why they are unavailable.
Setting Busy/MKB for one agent capability applies a Busy/MKB status across all of the employee’s media capabilities.
Inbound multimedia interactions are not routed to the agent; however, agents in Busy/MKB can receive transferred
interactions. While in Busy/MKB, voice agents are able to receive non-ACD voice interactions without being removed from
Busy/MKB and can pick interactions waiting in queue.
Entering Busy/MKB while handling interactions ensures that agents are not offered more once finished. However, existing
voice, email, chat, SMS, and open media interactions continue until one of the parties ends the interaction.
Agents also enter Busy/MKB when they decline an interaction, fail to answer a ringing interaction within the allotted time,
and place an item on hold for longer than is permitted. In each instance, the agent is automatically put into Busy/MKB
across all media capabilities, and a System Make Busy is registered for the employee. For information on the time allotted
to answer a ringing interaction and the duration for which interactions can be on hold, contact your supervisor or system
administrator.
Follow this procedure to set the agent state:

2. Click on the dropdown menu Change State

3. Click on the desired state
HANDLING CALLS
Agents can perform basic call handling.
The following sections explain how to
- View call information
- Answer and end calls
- Make calls
- Perform in-call actions
- Remove Work Timer
NOTE:
- Web connector’s phone functionality does not support multiple lines.
- Web connector’s phone controls are not supported for External Hot Desking Agents.
VIEW CALL INFORMATION

You can view basic call information before handling it.
Follow this procedure to view call information:

1. The agent should be connected to the web connector and should handle a call.
2. View the call section below the agent section.

ANSWER, DECLINE AND END CALLS

You can answer incoming calls. Web connector displays a new section for each incoming call and allows you to accept
the call from this section.
In this section, the name of the caller is displayed if the calling number has been resolved. If not the number is displayed
instead of the name.
NOTE: You cannot explicitly decline a direct ringing call.
Follow this procedure to answer a call:

2. In the section of the new call, click Accept button.
Follow this procedure to decline a call:

2. In the section of the new call, click Decline button.

Follow this procedure to end a call:

2. In the section of the call, click Hang Up button.
MAKE CALLS
You can make call from the make call section. This section allows the agent to type a number and /or a partial number or
name to search for a contact. In this situation, the agent has to select the contact from the list displayed.
Follow this procedure to make a call with a number:

2. In the section of the make call, enter a number.
3. click Make Call button.

Follow this procedure to make a call with a number/name:

2. In the section of the make call, enter a number/name.
3. Select the contact from the list

PERFORM IN-CALL ACTIONS

While on active calls you can:
- Put calls on hold and retrieve calls from hold
- Tag calls with
o Account Codes
o Classification Codes
- Transfer calls
- Initialize Conference calls
Putting calls on hold and retrieving calls from hold

At times, agents may have to put a call on hold. Web connector displays a paused icon over calls on hold so they can be
easily identified.
NOTE: Calls on hold may not be transferred until hold is removed
Follow this procedure to put on hold a call:

2. In the section of the call, click Hold button.
Follow this procedure to retrieve a call:

2. In the section of the call, click Retrieve button.

Tag calls
An agent can tag a call by using account codes and/or classification codes.
Type Icon Description
Account Codes identify services, departments, or other elements of the

contact center. They are numerical codes with predefined meanings that
are used for reporting purposes. You can apply multiple Account Codes
during an interaction.
The duration of each Account Code is measured from either the start of
the interaction or from the time when the previous code was entered.
Agents tag calls with Account Codes to indicate in reports what the
interaction segment was about.
Account Code For example, an agent handling calls for three catalog companies enters
an Account Code of ‘01’ to indicate the customer is inquiring about
Company A. Later in the interaction, the agent enters an Account Code
of ‘06’ to indicate that the customer is now inquiring about Company A’s
mail-out services.
Agents can tag calls with multiple Account Codes. Account Codes must
be entered during the call and cannot be entered after the call has
ended.
Classification Codes are a type of Account Code but differ in the

following ways:
- You can apply multiple Classification Codes to different,
applicable sections of a call. All Classification Codes applied
to a call are pegged with the full call duration, from the time
the call arrives until the call ends. This includes transfer time,
Classification code time calls were handled at other extensions, and Work Timer
durations if 'Include queue work timer as part of handling time'
is enabled on the queue. If the same code is entered twice, it
is not double pegged in reporting statistics.
- Classification Codes can be ‘forced’, meaning the agent
must enter a Classification Code either during the call or when
in Work Timer to remain within compliance.

- Account Codes can only be entered during a call, but

Classification Codes can be entered during or after a call
(while in Work Timer). There are often scenarios within which
you set single or multiple Account Codes during a call and
then set a Classification Code when the call terminates.
Follow this procedure to set a Classification code:

2. Click on the dropdown menu Classify
Transfer calls
You can perform either a blind or a supervised transfer of a voice call from Web Connector. To perform either type of
transfer, you make a consultation call to another party (the available queues, employees, external, or Active Directory
contacts) and then decide whether you want to transfer the call immediately (blind transfer) or wait to talk to the other
party before you transfer the call (supervised transfer). You can also modify the interaction to make it a conference while
talking to the consultative party.
NOTE: Supervised transfer and conference calls are only supported from MiCC V9.0
Follow this procedure to perform a blind transfer:

1. While on a call, click Transfer button
2. In the Transfer window, you can search and filter to select the required destination from the available queues,
employees, external, or Active Directory contacts.
3. Select the transfer destination from the Results list.
4. Click Complete Transfer button

If the other party does not answer, there is a ring back to you (if configured on MiVoice Business PBX). If you want to
cancel the transfer while the destination is ringing and before you have completed the transfer, click Cancel, you are
reconnected with the customer.
NOTE: The Request Help and the Invite buttons are not available.
Follow this procedure to perform a supervised transfer:

2. In the Transfer window, you can search and filter to select the required destination from the available queues,
3. Select the transfer destination from the Results list. The call now is ringing the other party and the caller is
placed on hold
4. After the other party accepts the transfer, you can do one of the following:
o Click Cancel to cancel the call with the other party whom you consulted.
o Click Swap to swap call.
o Click Complete Transfer to complete the transfer.
o Click Conference to connect the three parties together.

Initialize Conference calls

While you are on a call with a customer, you can invite other parties into the call to create a conference. You cannot
transfer a call that is in a conference. You can hang up to leave the conference or put the call on hold. Other parties in the
conference can also invite others to the conference.
You can initiate a conference through a supervised transfer. See the “Transfer calls” section for details.
NOTE: Conference calls are only supported from MiCC V9.0
Follow this procedure to create a conference call:

1. While on a call, click Invite button. The Invite window opens
2. In the Invite window, you can search and filter to select the required destination from the available queues,
3. Select the destination from the Results list. You can include up to five parties in a conference call.
The first agent who answered the call will be in ACD state during the conference and if the call was transferred to another
agent, the second agent will be in non-ACD state. You can view all the participants of the conference under the
Participants list.
REMOVE WORK TIMER
NOTE: When agents are in Work Timer, Interactions remain in the call section until Work Timer is removed.
Interactions in Work Timer are marked with yellow and a clock icon.
Agents use the time spent in Work Timer to complete post-call work, such as consulting with a supervisor, without having
this downtime affect their performance statistics.
When Work Timer is the overriding state, agents can remove Work Timer and put themselves back into an overriding
state across all media capabilities. Once agents have removed Work Timer, they cannot put themselves back into this
state.
According to queue configuration settings, agents can be placed in a Work Timer state for a set period of time after
completing a call. The Work Timer can optionally be configured to cancel automatically after a Classification Code has
been entered. If the Work Timer is not set to cancel automatically, you must cancel it manually after entering a
Classification Code.

NOTE: Agents in Work Timer can directly enter Busy/MKB or DND if the state is applied manually. Changing states from
Work Timer to Busy/MKB or DND without first entering a Classification Code could register a 'Non-Compliant' against
voice agents, if Classification Codes are required for the queue.
If Work Timer is not configured to cancel automatically when a Classification Code has been entered and you end the call
and do not manually cancel it you will be unable to receive calls until the Work Timer duration, as configured on the
queue, has expired.
If you are handling other media interactions and calls simultaneously and Work Timer is not configured to cancel after
entering a Classification Code and the call ends, you must either wait for Work Timer to expire or finish handling your
other active media types, for example, an active email, before you will be able to receive another call.
Follow this procedure to remove work timer:

2. Click on the dropdown menu Change State
3. Select Available
CRM
Some restrictions exist following the CRM:
Freshdesk (Support Desk) Oracle Oracle SAP Service

Microsoft Dynamics CRM/365 Engagement Service Cloud
(CIF) Cloud Cloud (Live
ServiceNow (B2B) (B2C) Activity)
Functionnality Salesforce
SugarCRM
Zendesk
Zoho CRM
Zoho Desk
Searching by number or X X X
name
X X
Caller identification X X X X X
Screen popup X X X X X

Click to dial X X X - X
Call association X X X X -
Call logging Manual X X X X -
Automatic X X X X X
Templates X X X X -
Custom - X -
properties
X X
SFDC Omni- Presence -

Channel (1)
X - - -
MiVCR/MIR integration (2) X X - X X
FRESHDESK (SUPPORT DESK)
PREREQUISITES
The Freshdesk account must be assigned to a profile targeting the web connector if the access to web connector is
specified in the configuration. Otherthise, all users have access to it.
The web connector must have enough licences to be able to connect the agent
LAUNCHING THE WEB CONNECTOR

Follow this procedure to connect to the Softphone web application.
1. Open your favorite browser application
2. Connect to your organization’s Freshdesk site
https://xxxxxxxx.freshdesk.com/
1 Only Salesforce Classic Console and Lightning with at least API version 43
2 Requires specific customization.
With Zoho CRM, the possibility to create custom fields on Call object.

3. Sign in to the Freshdesk as a user
SEARCHING DIALABLE CONTACTS

You can make a call or transfer a call by searching the destination number by typing number.
The result will contain matching dialable entities belonging to:

- Contacts
NOTES:
- The request starts from the second character.
- The search with a substring is not supported (Freshdesk API limitation)
As the result returned does not contain all information, it’s not possible to display custom fields next to the search
result


Follow this procedure to transfer a call with a number/name:

3. In the section of the Transfer call, enter a number/name.

CALLER IDENTIFICATION
When receiving a call, the connector displays the caller’s name coming from the IVR system (if not available, it displays
the remote phone number).
Additionnaly with the CRM, the connector tries to find a contact corresponding to the remote phone number.
SCREEN POPUP
When receiving a call, the connector tries to find the entity corresponding to the screen popup criterion configuration.
The default criterion is about a request on the remote phone number but this can be changed to something else:
- A case number received from IVR script,
- ….
If the searching contains:

- No result, nothing is done.
- One result, the screen popup is done.
- More than one result, the screen popup is not done and the association list is pre-filled with the result. The agent
can choose one of them from this list and the screen popup will be done.
CLICK TO DIAL
Phone numbers present in a user profile or a ticket in Freshdesk Support are clickable to make a call from the connector
once the connector is connected with an agent with a phone.

Calling from a contact:
CALL ASSOCIATION
When handling a call, the agent has the possibility to change the entity associated to the call. This associated entity is use
with call logging functionality.
For example, if an agent received a call from an unknown contact, the agent can create a new contact or select an
existing one. As soon the agent is on the desired contact, the associated list offers the possibility to select the desired
contact. The list is fulfilled with all contatcs (tickets) visited during the life of the call.

CALL LOGGING
The connector offers the possibility to save an activity to the associated entity set on the call.
The agent can save this activity manualy or automatically at the end of the call if the option is set.
Manual
Follow this procedure to perform a manual call log:

1. While on a call associated to an entity, click Call log button
2. In the Call log window, you can enter the subject and the comment to associate to the activity.

3. Click Save button to save the activity

Template
The system can propose templates in the call log window.
This will speed up the writing of the call log.

2. In the Call log window, select the template.

Automatic
The activity can be saved automatically at the end of the call if the option is set and if at least one template is defined.
The content of the activativity is the content of the first template.
Follow this procedure to activate/deactivate the automatic call log:

1. While on a call associated to an entity, click Automatic call log button
MICROSOFT DYNAMICS 365
PREREQUISITES
The Dynamics CRM account must be assigned to a security profile targeting the web connector.
The web connector must have enough licences to be able to connect the agent.

2. Connect to your organization’s Dynamics CRM 365 site
3. Sign in to the Dynamics CRM 365 as a user with MitelCTIProfile_Default privilege


You can make a call or transfer a call by searching the destination number by typing partial number or name.
- Accounts
- Contacts
- Leads
- Users
NOTE: The request starts from the second character.




SCREEN POPUP
The default criterion is about a request on the remote phone number, but this can be changed to something else:
- ….


This default behavior can be changed with customization by changing the way how the connector handles the screen
popup.
CLICK TO DIAL
Phone numbers present on Microsoft Dynamics 365 pages are clickable to make a call from the connector once the
connector is connected with an agent with a phone.
- Agent not connected, Click to dial is not available (light grey phone icon)

- Agent connected with a phone, Click to dial is available (dark grey phone icon)
CALL ASSOCIATION

contact. The list is fulfilled with all contatcs (accounts, leads and users) visited during the life of the call.
CALL LOGGING
Manual



Template


Automatic


MICROSOFT DYNAMICS 365 CIF
PREREQUISITES
The Dynamics 365 CIF account must be assigned to a security profile targeting the web connector.

3. Sign in to the Dynamics CRM 365 as a user with MitelCTIProfile_Default privilege
4. Open the application associated CIF
CIF 1.0

CIF 2.0


- Accounts
- Contacts
- Leads
- Users




SCREEN POPUP
- ….

popup.
CLICK TO DIAL
Phone numbers present on Microsoft Dynamics 365 pages are clickable to make a call from the connector once the
connector is connected with an agent with a phone.
- Agent not connected, Click to dial is not available (light grey phone icon)

- Agent connected with a phone, Click to dial is available (dark grey phone icon)

CALL ASSOCIATION
CALL LOGGING

Manual



Template

Automatic


MICROSOFT DYNAMICS UNIFIED SERVICE DESK
PREREQUISITES
The Dynamics CRM USD account must be assigned to a security profile targeting the web connector.

1. Open your Unified Service Desk application
3. Sign in to the Dynamics CRM USD as a user with MitelCTIProfile_Default privilege


- Accounts
- Contacts
- Leads
- Users




SCREEN POPUP
- ….


popup.
CLICK TO DIAL
Phone numbers present on Microsoft Dynamics 365 pages embeded in USD are clickable to make a call from the
connector once the connector is connected with an agent with a phone.
NB: Other custom USD pages must be modified to manage Click To Dial (USD event and route it to Mitel CTI Action).
CALL ASSOCIATION

CALL LOGGING
Manual



Template


Automatic


ORACLE ENGAGEMENT CLOUD
PREREQUISITES
The Oracle Engagement Cloud account must be assigned to a profile targeting the web connector.

2. Connect to your organization’s Oracle Engagement Cloud site
3. Sign in to the Oracle Engagement Cloud as a user with 'Access Partner Media Toolbar' privilege
Embedded toolbar

Click on the phone icon in the Mitel Toolbar to open the application
Live Window toolbar

Click on the headset icon in the main toolar to open the application

CHOOSING MEDIA TOOLBAR

You can choose the default Media Toolbar from Preferences menu


- Contacts



Additionnaly with the CRM, the Oracle tries to find a contact corresponding to the remote phone number.
If there’s no matching, Oracle can show you a search page when answering the call

If there’s one match, Oracle can show you a validation screen when answering the call
If there’s multiple matches, Oracle can show you a search page when answering the call
SCREEN POPUP
The default criterion is about a request on the remote phone number, but this can be changed to something else (with
customization):


- ….
The screen pop behavior is handled by Oracle and is executed after the caller identification (Verify and Continue)
NB: There’s only one result in the association list.
popup.
CLICK TO DIAL
Phone numbers present on OEC pages are clickable to make a call from the connector once the connector is connected
with an agent with a phone.

CALL ASSOCIATION
When handling a call, the agent has not the possibility to change the entity associated to the call (only one). This
associated entity is use with call logging functionality.
CALL LOGGING
Manual



Template

Automatic


ORACLE SERVICE CLOUD
PREREQUISITES
The Oracle Service Cloud account must be assigned to a profile targeting the web connector.

2. Connect to your organization’s Oracle Service Cloud site
https://xxxxxx/AgentWeb/
3. Sign in to the Browser Agent Desktop as a user with Agent Browser User Interface privileges and associated
to Mitel CTI Extension


- Contacts




SCREEN POPUP
- ….


can chose one of them from this list and the screen popup will be done.
popup.
For example, if there’s more than one result, OSC can display the result to a new list.
CLICK TO DIAL

Phone numbers present on OSC pages are not clickable to make a call from the connector once the connector is
connected with an agent with a phone.
CALL ASSOCIATION
contact. The list is fulfilled with all contatcs (accounts, cases, leads and opportunities) visited during the life of the call.
CALL LOGGING
Manual



Template


Automatic


SAP SERVICE CLOUD
PREREQUISITES
The SAP Service Cloud account must be assigned to a profile targeting the web connector (Live Activity Center).

2. Connect to your organization’s SAP Service Cloud site
3. Sign in to the SAP Service Cloud as a user with Live Activity Center access

Click on the headset icon in the main toolar to open the application


This functionality works only with MiCC-B as search into SAP is not availabe from Web Connector.



Additionnaly with the CRM, the connector notifies the call but the search result is not available directly in Web Connector.
If there’s no matching, SAP can show you a search page when answering the call

If there’s one match, SAP can display contact screen when answering the call

If there’s multiple matches, Oracle can show you a search page when answering the call

SCREEN POPUP
When receiving a call, the connector notifies the call to the CRM and the CRM tries to find the entity corresponding to the
screen popup criterion configuration.
The default criterion is about a request on the remote phone number.

- More than one result, the screen popup is not done but the CRM display the search result. The agent can choose
one of them from this list and the screen popup will be done.
CLICK TO DIAL
Phone numbers present on SAP pages are clickable to make a call from the connector once the connector is connected

CALL ASSOCIATION
This functionality is not available with SAP Servcie Cloud.
CALL LOGGING
This functionality is not available in CRM connector with SAP Service Cloud. Only the automatic call log defined in Live
Activity is available.
CALL RECORDING AND PLAYBACK

It’s possible to set a link of a recording of a phone call with the activity document created in SAP Service Cloud. This link
enables service agents to trigger play back directly from the SAP Service Cloud UI.
For playback of a recording, SAP Service Cloud opens the phone call widget and and the widget checks if the recording is
available for the connected user to download it
SALESFORCE
PREREQUISITES
The Salesforce account must be assigned to a call center targeting the web connector.

2. Connect to your organization’s Salesforce site

3. Enter your login information in the Connections pane

4. Following Salesforce version, you will have access to the login page of the web connector
Classic
In classic mode, the connector is located on the left side of the browser window.
Classic Console
In console mode, the connector for Salesforce UI is presented in the bottom right hand corner of the browser window.
Lightning
In this mode, the connector for Salesforce UI is presented in the bottom left hand corner of the browser window.
You have to select the Salesforce application associated to the web connector


- Accounts
- Contacts
- Leads
- Users




SCREEN POPUP
- ….

can chose one of them from this list and the screen popup will be done.

This default behavior can be changed by changing the way how Salesforce handles the screen popup (Softphone layout).
For example, if there’s more than one result, Salesforce can display the result to a new list.
CLICK TO DIAL

Phone numbers present on Salesforce pages are clickable to make a call from the connector once the connector is
- Agent not connected, Click to dial is not available (grey phone icon)
- Agent connected with a phone, Click to dial is available (green phone icon)
CALL ASSOCIATION
contact. The list is fulfilled with all contatcs (accounts, cases, leads and opportunities) visited during the life of the call.

CALL LOGGING
Manual



Template


Automatic


SALES FORCE OMNI-CHANNEL INTERACTIONS

The connector has the possibility to set the omni-channel Salesforce state when handling a call.
- Busy
- Free
Conversely, Salesforces can set the agent state when handling an omni-channel session.
- Ready
- Not Ready
MIVCR INTEGRATION
With a custom integration, the MiVCR recording can be accessible from the saved activity in Salesforce (call log with
custom properties).
SERVICENOW
PREREQUISITES
The ServiceNow account must be assigned to a profile targeting the web connector.

2. Connect to your organization’s ServiceNow site

Platform interface
 https://xxxxx.service-now.com/
Agent Workspace
 https://xxxxx.service-now.com/workspace/agent
3. Sign in to the application as a user with sn_openframe_user privileges and associated to web connector
(openframe application).
Platform interface
Agent Workspace


- Contacts




SCREEN POPUP
- ….

popup.
For example, if there’s more than one result, OSC can display the result to a new list.
CLICK TO DIAL
Phone numbers present on ServiceNow pages are clickable to make a call from the connector once the connector is

CALL ASSOCIATION
contact. The list is fulfilled with all contatcs (accounts, cases and incidents) visited during the life of the call.

CALL LOGGING
Manual


Template


Automatic


SUGARCRM
PREREQUISITES
The SugarCRM account must be assigned to a profile targeting the web connector if the access to web connector is

2. Connect to your organization’s SugarCRM site
3. Sign in to the SugarCRM as a user


- Accounts
- Contacts
- Leads
- Users




SCREEN POPUP
- ….

CLICK TO DIAL
Phone numbers present in SugarCRM are clickable to make a call from the connector once the connector is connected

Calling from a list:
CALL ASSOCIATION

CALL LOGGING
Manual



Template

Automatic


ZENDESK
PREREQUISITES
The Zendesk account must be assigned to a profile targeting the web connector.
Nb: Click to Dial support is available with Talk Partner Edition subscription.

2. Connect to your organization’s Zendesk site
3. Sign in to the Zendesk as a user with Mitel CTI privilege


- Users



SCREEN POPUP
- ….


CLICK TO DIAL
Phone numbers present in a user profile or a ticket in Zendesk Support are clickable to make a call from the connector
once the connector is connected with an agent with a phone and if there’s Talk Partner Edition subscription.
Calling from a user profile:

Calling from a ticket:
CALL ASSOCIATION
CALL LOGGING
Manual



Template


Automatic

ZOHO CRM
PREREQUISITES
The Zoho CRM account must be assigned to a profile targeting the web connector if the access to web connector is

2. Connect to your organization’s Zoho CRM site
https://crm.zoho.com/crm/orgxxxxxxx/tab/Home/begin

3. Sign in to the Zoho CRM as a user

- Contacts




SCREEN POPUP
- ….


CLICK TO DIAL
Phone numbers present in a contact in Zoho CRM are clickable to make a call from the connector once the connector is
Calling from contacts:

CALL ASSOCIATION
contact. The list is fulfilled with all contatcs visited during the life of the call.

CALL LOGGING
Manual



Template

Automatic


ZOHO DESK
PREREQUISITES
The Zoho Desk account must be assigned to a profile targeting the web connector if the access to web connector is

2. Connect to your organization’s Zoho Desk site
https://desk.zoho.com/support/orgxxxxxxx

3. Sign in to the Zoho Desk as a user

- Contacts




SCREEN POPUP
- ….


CLICK TO DIAL
Phone numbers present in a contact in Zoho Desk are clickable to make a call from the connector once the connector is
CALL ASSOCIATION

contact. The list is fulfilled with all contatcs visited during the life of the call.
CALL LOGGING
Manual




Template

Automatic



FAQ
The following items are intended to help users solve and answer common questions
about the user interface and its behavior.
WHY ARE THERE NO MORE LICENSES?
o This occurs if you try to connect more agents that the license allows
o This occurs if your license is no longer valid

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WEB CONNECTOR ......................................................................................................................... 4

3 | DOCUMENT TYPE (IE MITEL WHITEPAPER)

FAQ .............................................................................................................................................. 141

4 | DOCUMENT TYPE (IE MITEL WHITEPAPER)

Idle State Private inbound call

Service inbound call Clerical call

1 | WEB CONNECTORS FOR MICC (USER GUIDE)

Document version Changes

04 Update Zendesk section.

05 Add Oracle Engagement Cloud section.

2 | WEB CONNECTORS FOR MICC (USER GUIDE)

3 | WEB CONNECTORS FOR MICC (USER GUIDE)

Some restrictions exist following the associated MiCC version:

Functionnality MiCC 8.x MiCC 9.x

Voice ACD log on and log off x x

Set or remove Make Busy with Reason

Set or remove Do Not Disturb with

Cancel Work Timer x x

4 | WEB CONNECTORS FOR MICC (USER GUIDE)

SIGNING INTO AND OUT OF WEB CONNECTOR

Follow this procedure to signing into the Softphone web application.

5 | WEB CONNECTORS FOR MICC (USER GUIDE)

If the login succeeds, you will have access to the application:

Follow this procedure to signout of the Softphone web application.

6 | WEB CONNECTORS FOR MICC (USER GUIDE)

7 | WEB CONNECTORS FOR MICC (USER GUIDE)

AUTOMATIC SIGNING INTO WEB CONNECTOR

Follow this procedure to automatically signing to the Softphone web application.

8 | WEB CONNECTORS FOR MICC (USER GUIDE)

RECONNECTING WEB CONNECTOR

Follow this procedure to reconnect the Softphone web application.

9 | WEB CONNECTORS FOR MICC (USER GUIDE)

VIEWING AGENT STATE

State Agent Description

Displays when an employee has ACD contacts ringing in the

ACD Displays when an employee is handling ACD contacts

Displays when an employee has placed ACD contacts on

Non ACD Displays when an employee is handling non-ACD contacts

Displays when an employee has placed non-ACD contacts on

Outbound Displays when an employee has placed an outgoing call

Displays when an employee has placed an outgoing call on

10 | WEB CONNECTORS FOR MICC (USER GUIDE)

Displays after an employee has handled a contact, provided

Do Not Disturb Displays when the employee is in a Do Not Disturb state

Busy Displays when an employee is in a Make Busy state

Displays when an employee is not present in any of their

Displays when an employee is signed in, but their agents are

Reseize Timer Displays when an ACD call fails to route to an employee

Displays when the employee does not have contacts in the

VIEWING AGENT VOICE STATE

State Voice Description

Ringing An ACD contact ringing on an agent, waiting to be handled

ACD An agent handling an ACD contact

ACD Hold An agent who has placed an ACD contact on hold

Idle An agent logged on and waiting to receive a contact

11 | WEB CONNECTORS FOR MICC (USER GUIDE)

An agent involved in an incoming non-ACD contact or agent

Outbound An agent on an outgoing voice contact

An agent who has activated Do Not Disturb and is not

An agent who is not available to receive ACD contacts but

An agent who is completing post- contact work, such as

Offline An agent unavailable to handle contacts