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Migrating to Mitel MiVoice Connect? Here’s an Exhaustive List of Feature Changes to Expect

So not everyone embraces change the same way, however like anything in the world of Unified Communications change is inevitable and many times for the better. With the recent migration from version 14.2 and earlier to Mitel MiVoice Connect we wanted to make the transition as easy as possible for you!

The Complete Guide For Mitel MiVoice Connect

Below you’ll find a summary of some of the changes to the end user experience when migrating from ShoreTel/Mitel v14.2 and earlier to Connect. This is a summary of the changes gleaned from our team’s work with over 600 organizations. Taking into account several thousands of hours spent providing education, migrations, and training to IT teams and end users. As you can expect, some of the changes people love, and others… well, not so much. Let us know if we missed any and we’ll update!

General Changes Migrating To MiVoice Connect

  • Same User Interface (UI) for Mac and Windows
  • No docking of the client to your screen (this may be available in the future)
  • The client does auto-adjusting of size/panes based upon usage
  • The client does auto-collapsing of panes based upon usage
  • Event integration from Outlook calendar can be brought into the client if desired
  • History can no longer be deleted or cleared by the user
  • Contacts tab now has two sections: Favorites and Groups. Groups allow users to interact with all members of the group using Instant Messaging, meetings, and voicemail.
  • Profile pictures can be displayed if Active Directory is integrated or if the user has logged in via LinkedIn credentials.
  • System Directory is no longer a separate window. The directory is available when accessing the dial pad or quick dialer
  • All Extension and Mailbox enabled users are upgraded to the Connect Client (Professional) License. This allows all users to now have access to softphone if enabled, and Power Routing.
  • Other Connect clients can be installed instead of the Connect Client. These clients consist of a Skype for Business plugin (adding ShoreTel/Mitel call control to the Skype for Business app) and a “Mitel Connect” Google Chrome plugin. These two clients do not have all the same features as the regular Connect client and are not recommended for advanced users.

Instant Messaging With MiVoice Connect

  • Instant Messaging is no longer a separate window.
  • Messages are persistent (meaning they no longer going away and stay in the history with that contact or group)
  • Messages can be retained administratively if desired and can’t be deleted by end users once sent.

Conferencing Enhancements With MiVoice Connect

  • Web conferencing is no longer done through a separate browser but actually appears within the Connect Client. Users must have this feature enabled and licensed.

MiVoice Connect Call Handling

  • Everyone gets drag and drop functionality for an active call. Licensing type (Standard, Advanced, etc.) determines what features are available with drag and drop.
  • All users now have the power routing option
  • “Call Handling Mode” is called “Availability States” on Connect. There is one additional mode which is Do Not Disturb – Standard mode is renamed Available, Extended Absence Mode is renamed On Vacation
  • Call routing/CHM configuration UI is much easier to understand in Connect
  • Call notes and call routing slips can be selected on or off for live calls

Workgroup Functionality

  • Workgroup users that log in and out must have a workgroup agent license. Some versions of Communicator allow for a button on the phone to bypass this license. Mitel has deemed this a bug that is fixed on Mitel Connect

Security Upgrades With Mitel MiVoice Connect

  • The client can be used outside the customer’s network with the Edge Gateway
  • SSL Certificates can be set for added security. If used a lock image is displayed on the bottom left-hand side of the client and it will show as a closed lock if an SSL cert has properly been implemented

ECC On Connect Is MiVoice Connect Contact Center

  • No longer lives as a part of the business user client; lives as a separate web browser application
  • No more agent desktop toolbars
    Customizable toolbar items

Embrace The Migration To MiVoice Connect

We have learned a lot from the many upgrades, migrations, and changes in Unified Communications. Like many others before this migration is proving to continue Mitel’s legacy of streamlining communications and focusing on the user. There may be a few changes like no longer having agent desktop toolbars that cause some short term frustration however all in all change is a good thing. After all, there still remain a lot of people hesitant and resistant to changing from the rotary dial phone, and look where we are today!

Inflow is always here to help educate and empower users to get the most out of their technology. Check out our upcoming webinars to learn how to get the most out of your Contact Center or Unified Communications Solution!