MiVoice Integration for Salesforce 1.0 Product Bulletin...

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MiVoice Integration for Salesforce 1.0 Product Bulletin – PB20140219 Product Bulletin Product / Program Bulletin Title: Introducing Expanded Deployment Options for MiVoice Integration for Salesforce Summary: Mitel® is pleased to announce the upcoming General Availability of expanded deployment options for MiVoice Integration for Salesforce Release 1. MiVoice Integration for Salesforce offers computer telephony and productivity features for Mitel MiVoice Business and Salesforce users, including inbound, outbound, and in-call capabilities, all fully embedded and integrated within the browser-based Salesforce window. The expanded deployment options will be released to Controlled Introduction effective December 15th, 2014, followed by General Availability later in January 2015. Bulletin Number: PB20140219 Business Channels: authorizedPARTNER AP authorizedPARTNER Canada authorizedPARTNER Europe authorizedPARTNER M US authorizedPARTNER MEA authorizedPARTNER SPac AP authorizedPARTNER UK authorizedPARTNER US Branch Office US Distributor AP Distributor Caribbean Distributor Europe Distributor MEA Distributor SPac AP Distributor UK Distributor US Exclusive Business Partner Canada Exclusive Business Partner US Gold Solution Provider Caribbean Gold Solution Provider Latin America Government US Platinum Solution Provider Brazil Platinum Solution Provider Caribbean Platinum Solution Provider Latin America Platinum Solution Provider Mexico premierINTEGRATOR Europe premierINTEGRATOR MEA premierINTEGRATOR UK premierPARTNER AP premierPARTNER Canada premierPARTNER Europe premierPARTNER MEA premierPARTNER SPac AP premierPARTNER UK selectPARTNER Canada

Transcript of MiVoice Integration for Salesforce 1.0 Product Bulletin...

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MiVoice Integration for Salesforce 1.0 Product Bulletin – PB20140219

Product Bulletin

Product / Program Bulletin Title: Introducing Expanded Deployment Options for MiVoice Integration for Salesforce Summary: Mitel® is pleased to announce the upcoming General Availability of expanded deployment options for MiVoice Integration for Salesforce Release 1. MiVoice Integration for Salesforce offers computer telephony and productivity features for Mitel MiVoice Business and Salesforce users, including inbound, outbound, and in-call capabilities, all fully embedded and integrated within the browser-based Salesforce window. The expanded deployment options will be released to Controlled Introduction effective December 15th, 2014, followed by General Availability later in January 2015. Bulletin Number: PB20140219 Business Channels: authorizedPARTNER AP authorizedPARTNER Canada authorizedPARTNER Europe authorizedPARTNER M US authorizedPARTNER MEA authorizedPARTNER SPac AP authorizedPARTNER UK authorizedPARTNER US Branch Office US Distributor AP Distributor Caribbean Distributor Europe Distributor MEA Distributor SPac AP Distributor UK Distributor US Exclusive Business Partner Canada Exclusive Business Partner US Gold Solution Provider Caribbean Gold Solution Provider Latin America Government US Platinum Solution Provider Brazil Platinum Solution Provider Caribbean Platinum Solution Provider Latin America Platinum Solution Provider Mexico premierINTEGRATOR Europe premierINTEGRATOR MEA premierINTEGRATOR UK premierPARTNER AP premierPARTNER Canada premierPARTNER Europe premierPARTNER MEA premierPARTNER SPac AP premierPARTNER UK selectPARTNER Canada

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selectPARTNER Europe selectPARTNER MEA selectPARTNER UK Effective Date: December 2, 2014 Target Market / Opportunity / Positioning MiVoice Integration for Salesforce is a component of Mitel’s Business Application Integration and Communications-Enabled Business Process (CEBP) strategy:

Mitel’s Business Application Integration strategy begins with key integrations and middleware infrastructure that ties communication users, their business applications, and their customers together in ways that improve productivity, minimize process latency and reduce reliance on manual / human intervention to meet key business metrics. It builds around native Mitel integrations, the Mitel Open Integration Gateway, and other open Mitel interfaces, and uses off-the-shelf, third-party integrations, connectors, plug-ins, and middleware that are routinely deployed to facilitate CEBP. This includes more than 50 existing horizontal and vertically-focused CRM / ERP integrations from Mitel and our Mitel Solutions Alliance (MSA) partners, such as those for Google®, Oracle, SAP, Microsoft®, Remedy, Sage, Salesforce.com®, and SugarCRM. The MiVoice Integration for Salesforce is one component of this rapidly expanding integration portfolio.

Salesforce is the cloud CRM market leader, and is the single most widely-requested third-party integration among Mitel customers. MiVoice Integration for Salesforce unites Mitel voice and Salesforce data in a single cloud-based solution that helps customers maximize the value of both investments. MiVoice Integration for Salesforce helps Mitel resellers position MiVoice Business and MiCloud as the ideal communications platform

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for existing and prospective Salesforce customers.

Product Overview / Features & Benefits / Description MiVoice Integration for Salesforce offers computer telephony integration (CTI) and productivity features for Mitel MiVoice Business and Salesforce users, including inbound, outbound, and in-call capabilities, all fully embedded and integrated within the browser-based Salesforce window, accessed with a single sign-on. These include:

• Inbound features (such as screen-pop and answer call)

• Mid-call features (such as transfer, conference, hold, retrieve call; call notes)

• Outbound features (such as search for contacts and click-to-dial)

• Activity tracking features (save call notes and logs as Salesforce contact Activity records, and create wrap-up actions)

MiVoice Integration for Salesforce enhances Mitel/Salesforce enterprise productivity in several ways:

• Unified Workspace: Mitel phone and PBX features are embedded in Salesforce browser tabs (Contacts, Accounts, Opportunities, etc.), so users can log in once and remain entirely within the Salesforce CRM environment while communicating with and documenting their client interactions. By minimizing the need to repeatedly switch back-and-forth among desktop applications, users can work more efficiently and with less distraction.

• Enhanced Call Documentation and Follow-ups: Documenting calls is simplified and expedited with the MiVoice call notes features, which are available to the user both during a call and after the call concludes. Call notes and comprehensive call details can be automatically saved to the Salesforce contact record, and pre-populated wrap-up actions automatically generated, ensuring efficient, consistent and reliable documentation of client communications.

• Improved Call Tracking and Business Intelligence: Automatic logging of call details to Salesforce activity records ensures that managers can readily report on and quantify the number, type and outcome of agent calls. The success of inbound campaigns can be readily tracked and reported by campaign DNIS, which is automatically saved to each call activity record.

Additional selling points and value proposition:

• Premium SWA Value: MiVoice Integration for Salesforce R1 continues Mitel’s ongoing initiative to add significant value to the Premium Software Assurance (SWA) offer. Mitel Premium SWA customers are automatically eligible to access and use the latest version of MiVoice Integration for Salesforce, at no additional cost, as long as they maintain Premium SWA coverage on their Mitel Open Integration Gateway and all connected MiVoice Business platforms. Additional commercial deployment options are also available.

• Single-Source Solution: CRM application integrations for business communications platforms are typically delivered and supported by third-party integrators and developer partners. With MiVoice Integration for Salesforce, Mitel offers resellers and end-customers a feature-rich and seamless unification of Mitel telephony features within Salesforce, as a full Mitel product. All components are

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purchased from and supported by Mitel, ensuring transparent solution delivery from a single reliable source.

MiVoice Integration for Salesforce – Idle View Overview of Outbound Call Activities and Features: To make calls, users search for a name or number, and select one of the matching results; or select an entry from their favorites list or the missed, incoming or outgoing call history list; or simply select the click-to-dial icon next to any phone number within Salesforce. Outbound features include:

• Search names and numbers in Salesforce contact database, using the MiVoice search bar

• Use type-ahead (filtered) searches

• Offer multiple matching phone numbers for a specific name when such configurations exist

• Click-to-dial for any found contact name or dial-able number in the Salesforce contact window

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• Call directly from Favorites list

• Visual indication of dialing progress

• Presentation of called name, number, company, call status, and time where available

Search for a Contact and Dial Mid-Call Activities (for Inbound and Outbound Calls): During a call, users can search contacts and engage others in the conversation by transfer or conference, or bring up a dialpad to enter IVR digits. They can also create a subject description for the call, and type free-form notes or select from preconfigured frequently-used phrases. Notes can be entered while the call is ongoing, and after the call concludes. Users can exit and save their notes along with the call details in the activity history of the Salesforce contact, and generate wrap-up actions prepopulated with contact details. Mid-call features include:

• Telephony features:

• Make/Answer/Clear (Hang-Up) call

• Redirect an incoming ringing call to another phone number

• Hard hold and retrieve an answered call

• Consultation-hold on answered calls to allow transfer and conference

• For transfer or conference, allow user to search for another name or number to call (in call), and place up to 5 parties in conference

• For conference-in-progress: Display list of party names and numbers; add participants;

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hold/retrieve call

• Dialpad to allow in-call DTMF digit entry (show-hide option, hidden by default), e.g. for entering IVR digits

Transfer Call

• Other In-Call/User Productivity Features:

• Create free-form Call Notes

• “Wrap-Up” Actions – Configurable list; optional or mandatory (per admin)

• Save Call Notes and other call details – Optional or mandatory (per admin)

• Save Call Notes and automatically create new follow-up Task, Event, or Case; pre-populated with contact details

• Relate the call to an existing Opportunity, Campaign, or Case

• Activity Records – Name, number, date, time, call length; auto-saved and linked to the Salesforce contact record

• Favorites – Keep top five items in the user favorites always at top of list (user editable)

• Show Recent Received / Missed / Dialed Call Lists (maximum five calls each)

• Add and delete from Favorites list by selecting a call from the Missed/Received/Dialed list, and

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accessing the Edit icon

Select Wrap-Up Action

Overview of Inbound Call Activities and Features: For inbound calls, the MiVoice sidebar flashes with the caller details, but allows the user to continue working on their current Salesforce activity while deciding whether to answer the call. After the call is answered, the full Salesforce contact record is popped, assuming a matching record was found. Inbound features include:

• Pre-answer call alert (embedded in Salesforce tab sidebar) provides caller details to help the user decide whether to answer the call, route it to another agent, or let it go to voice mail.

• Caller name, number, company, call status, and time

• Uses ANI and DNIS where available to determine external calling party name and number, and called party name and number

• Click-to-answer

• Retrieve full matching caller Salesforce contact record (Screen Pop)

• Multiple Matches – pick from drop-down list

• For unrecognized callers, automatically pop a new Salesforce Contact, prepopulated with Caller ID

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details (user-configurable on or off), with option to save or discard

Inbound Call Notifications and Answering a Call

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Demo Kits A MiVoice Integrations Demo Kit is available to enable Mitel resellers to demonstrate the MiVoice Integration for Google and MiVoice Integration for Salesforce application integrations. Prerequisites and ordering details are as follows:

• Order P/N 54006307 – “MiVoice Integrations Demo Kit-MiCollab”

• Requires:

• MiVoice Business R7.0 or higher, or Multi-Instance MiVoice Business R2.0 or higher.

• MiCollab w/Voice Enterprise Demo Kit (P/N 54006092)

• UCC License Mgr for UCC Demo Kit (P/N 54006018)

• Resellers who purchase both P/Ns 54006092 and P/N 54006307, and assign them to the UCC License Mgr for UCC Demo Kit (P/N 54006018), will automatically get 25 each of the MiVoice Integration licenses, i.e., one for each UCC Premium User License included in the MiCollab w/Voice Demo Kit:

• 25 Open Integration Gateway Call Control User Lic for SFDC (P/N 54006218), and

• 25 Open Integration Gateway Call Control User Lic for Google (P/N 54006220)

• No additional licensing can be added to the MiVoice Integrations Demo Kit-MiCollab. However, since P/N 54006092 permits the purchase of up to 15 additional UCC Premium User Licenses to add to the MiCollab Demo Kit, a maximum of 40 each of the MiVoice Integration User Licenses could be permitted for use with each MiVoice Integrations Demo Kit-MiCollab.

In addition, a MiVoice Integration for Salesforce User Tutorial Video is available to all Mitel resellers on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway, and on the Salesforce AppExchange (https://appexchange.salesforce.com/).

Configuration Information Installation and Deployment Configurations MiVoice Integration for Salesforce R1 operates on the Mitel Open Integration Gateway (OIG) R1.2.24 or higher. However, Open Integration Gateway R2.1 or higher is required to utilize the latest MiVoice Integrations licensing and deployment options highlighted in this bulletin. The Open Integration Gateway software is available via the Open Integration Gateway Base Packages, and also via the MiVoice Integration Base Packages (which use the same Open Integration Gateway software, but which can only be used to run the MiVoice Integrations for Google and/or Salesforce – no third-party Open Integration Gateway-based apps).

The Open Integration Gateway Engineering Guidelines provide details on supported deployment configurations. The Open Integration Gateway Installation & Maintenance (I&M) Guide provides comprehensive configuration, installation and system maintenance instructions for Mitel reseller installers. The Open Integration Gateway Engineering Guidelines and I&M Guide are available on Mitel eDocs.

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Some deployment requirements to note (to enable access to the latest MiVoice Integrations licensing and deployment options outlined in this bulletin):

• Open Integration Gateway R2.1 or higher must be installed and configured first, before configuring MiVoice Integration for Salesforce R1 for deployment.

• Open Integration Gateway R2.1 requires MSL R10.2.11 or higher, and standalone deployment (i.e., not co-resident with other Mitel apps such as MiCollab).

• Open Integration Gateway/MiVoice Integrations Base Package must be configured in ULM group with MiVoice Business.

• Open Integration Gateway MSL server must have a CA certificate.

• Open Integration Gateway/MiVoice Integrations Base Package & MiVoice Business platform must be configured within the same Enterprise LAN.

• End-users may be inside or outside the Enterprise. If outside, MiVoice Business Gateway R8.1 web proxy is required.

• MiVoice Integration for Salesforce is a turnkey Open Integration Gateway-based application, so MSA membership is not required to deploy or use it.

System capacities and performance levels are dependent upon the type of Open Integration Gateway hardware platform, the number of applications using the Open Integration Gateway, and the number of MiVoice Business nodes in a cluster. Refer to System Capacities, Performance, and Constraints in the Open Integration Gateway Engineering Guidelines for details.

If MiVoice Integrations (for Google and/or Salesforce) are the only application(s) running on the Open Integration Gateway, a maximum of 500 concurrent users of MiVoice Integrations (for Google and/or Salesforce) are supported per Open Integration Gateway, and at least 50 concurrent virtual Open Integration Gateway instances are supported on a single VMware server.

Supported MiVoice Business Platforms The Mitel Open Integration Gateway and MiVoice Integration for Salesforce are supported on the following MiVoice Business platforms:

• MiVoice Business communications solution deployed on 3300 MXe II and MXe III controllers

• MiVoice Business communications solution deployed on 3300 CX II and CXi II controllers

• MiVoice Business communications solution deployed on Industry Standard Servers

• MiVoice Business communications solution deployed within virtualized environments using VMware vSphere

Supported MiVoice Business Software Releases for Open Integration Gateway and MiVoice Integration for Salesforce

Mitel Open Integration Gateway software and the MiVoice Integration for Salesforce R1 application support (and require) MiVoice Business Release 6.0 SP3+, or Multi-Instance MiVoice Business R1.2 SP1+. However, MiVoice Business R7.0+, or MiVoice Business Multi-Instance R2.0+, is required to enable access to the latest

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MiVoice Integrations licensing and deployment options outlined in this bulletin. Refer to the Open Integration Gateway I&M Guide for details on MiVoice Business configuration requirements for successful Open Integration Gateway deployment.

Supported Open Integration Gateway Platforms for MiVoice Integration for Salesforce The Mitel Open Integration Gateway is available for use on hardware listed on the Mitel Hardware Compatibility List / approved hardware platforms. Refer to the MSL section of the Mitel Product Documentation portal (Mitel eDocs) for the latest hardware list and documentation.

Licensing and Access Control The Open Integration Gateway hardware platform must have an internet connection to allow the Open Integration Gateway to connect to the Mitel AMC to obtain application licenses. The Open Integration Gateway hardware platform also requires an internet connection to allow the Open Integration Gateway to connect to the Mitel Application Control List (ACL), where MiVoice Integration for Salesforce is among the listed authorized Open Integration Gateway applications.

More than one Open Integration Gateway-based application can connect to a single Open Integration Gateway. So a customer may initially buy Open Integration Gateway to access and run MiVoice Integration for Salesforce, but the same Open Integration Gateway platform can be used to run a third-party Open Integration Gateway-based app like a call recorder or IVR. [Note, however, that this is not true for customers who select one of the deployment options using a MiVoice Integrations Base Package. These Base Packages can only be used to run the MiVoice Integrations for Google and/or Salesforce – not third-party Open Integration Gateway-based apps].

The AMC licenses for the Open Integration Gateway Call Control Service are shared by all connected applications, and allocated to applications on a first-come-first-served basis. Therefore, for customers running other (e.g., third-party) Open Integration Gateway-based applications on the same Open Integration Gateway as MiVoice Integration for Salesforce, it is important to purchase sufficient Open Integration Gateway Standard Call Control User Licenses to accommodate the concurrent user requirements of both the third-party application, and MiVoice Integration for Salesforce.

The Open Integration Gateway can connect to one or more MiVoice Business solutions. If more than one, the MiVoice Business must be in one cluster (i.e., the Open Integration Gateway can only connect to one MiVoice Business cluster). The AMC licensing for the MiVoice Business is separate from the AMC licensing for the Open Integration Gateway.

MiVoice Integration for Salesforce R1 Limitations and Other Configuration Notes • Line Behavior - Supports the MiVoice Business user prime line only.

• Dialing Prefixes – Configurable option to append a (single pre-defined) dialing prefix to called external numbers.

• Client Browser Support – Chrome (V30.0+), IE (V10.0+), & Firefox (V27). The solution may also work in others browsers that support HTML5 and CSS3.

• Language Support - English language only.

• Supports Salesforce Professional, Enterprise, Unlimited, Force.com, Developer, & Performance Editions. However, custom (Force.com) editions may not be supported if default Salesforce content has been removed from certain tab views.

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• Supports Salesforce “Contact Center View” and “Console View”.

• MiVoice Integration for Salesforce is not visible in all Salesforce tabs. For example, it does appear in Salesforce Campaigns, Leads, Accounts, Contacts, Opportunities, Forecasts, & Contracts tabs. It does not appear in Chatter, Reports, & Dashboard tabs.

• Salesforce users must be configured to enable Read-Access to Contacts, Leads, Accounts, Users, and Directory; and Write-Access to Contact Activity History.

• Contact Center ACDs and ACD Agents are not supported.

• Restricted functionality on SIP devices - Mitel does not recommend using MiVoice Integration for Salesforce with SIP devices.

Commercial Deployment and Ordering Information MiVoice Integration for Salesforce R1 is now available via multiple commercial models. Options 2-5 are new as of the release of Open Integration Gateway R2.1.

Option 1: Entitlement via Mitel Premium Software Assurance (PSWA)

MiVoice Integration for Salesforce is offered at no additional charge, subject to the following commercial prerequisites and conditions:

1. Purchase Open Integration Gateway Base Package:

• P/N 54005784 (physical), or

• P/N 54005785 (virtual)

2. Purchase Open Integration Gateway Standard Call Control licensing equal to the number of concurrent MiVoice Integration for Salesforce users:

• Standard Open Integration Gateway Call Control User License (P/N 54005792 – single user increment), or

• Standard Open Integration Gateway Call Control User License (P/N 54006214 – 50 User bundle), or

• Standard Open Integration Gateway Call Control Server License (P/N 54005807 - max allowable users up to system limits)

3. Purchase and maintain Mitel Premium Software Assurance (SWA) on the entire Mitel system (Open Integration Gateway and MiVoice Business).

ARIDs for Open Integration Gateway Base Package and MiVoice Business must be in a common ULM.

Access to the MiVoice Integration for Salesforce application is terminated if Mitel Premium SWA lapses.

Note that this model (“Option 1”) enables customers to deploy both 3rd-party/custom Open Integration Gateway applications and MiVoice Integration applications on the same Open Integration Gateway system.

Option 2: Entitlement via UCC Premium User License bundle

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MiVoice Integration for Salesforce is offered at no additional charge, subject to the following commercial prerequisites and conditions:

1. Order MiVoice Integrations Base Package (no charge):

• P/N 54006216 (physical), or

• P/N 54006217 (virtual)

2. Deploy MiCollab 6.0 SP1 or higher, with UCC V3 licensing:

• MiVoice Business Express (MiCollab with Voice) Base Pkg licensed for Business or Enterprise with UCC Premium User Licensing, OR

• MiVoice Business Base Pkg licensed for MiVoice Business or MiVoice Enterprise, AND MiCollab 6.0 Base Pkg (physical or virtual), with UCC Premium User Licensing

3. UCC V3 Premium User License includes:

• Qty 1 - MiVoice Integration for Salesforce Call Control User License

• Qty 1 - MiVoice Integration for Google Call Control User license.

ARIDs for MiVoice Integrations Base Package, MiCollab and MiVoice Business must be in a common ULM.

Note that this model (“Option 2”) does not permit the deployment of 3rd-party/custom Open Integration Gateway applications.

Option 3: A la carte addition to UCC Entry or Standard User License bundle

MiVoice Integration for Salesforce is offered a la carte, subject to the following commercial prerequisites and conditions:

1. Order MiVoice Integrations Base Package (no charge):

• P/N 54006216 (physical), or

• P/N 54006217 (virtual)

2. Deploy MiCollab 6.0 SP1 or higher, with UCC V3 licensing:

• MiVoice Business Express (MiCollab with Voice) Base Pkg licensed for Business or Enterprise with UCC Entry or Standard User Licensing, OR

• MiVoice Business Base Pkg licensed for MiVoice Business or MiVoice Enterprise, AND MiCollab 6.0 Base Pkg (physical or virtual), with UCC Entry or Standard User Licensing

3. Purchase MiVoice Integration for Salesforce Call Control licensing equal to the number of required MiVoice Integration for Salesforce users:

• Open Integration Gateway Call Control User Lic for Salesforce (P/N 54006218 – single user

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increment), or

• Open Integration Gateway Call Control User Lic for SFDC (50) (P/N 54006219 – 50 User bundle)

ARIDs for MiVoice Integrations Base Package, MiCollab and MiVoice Business must be in a common ULM.

Note that this model (“Option 3”) does not permit the deployment of 3rd-party/custom Open Integration Gateway applications.

Option 4: Service Provider Subscription

MiVoice Integration for Salesforce is offered for subscription-based Service Providers, subject to the following commercial prerequisites and conditions:

1. Order MiVoice Integrations Base Package (no charge):

• P/N 54006213 (SP Subscript Base – MiVoice Integr)

2. Deploy MiCollab 6.0 SP1 or higher, with UCC V3 licensing:

• MiVoice Business Express (MiCollab with Voice) Base Pkg licensed for SP Subscript Base, OR

• MiVoice Business Base Pkg licensed for SP Subscript Base, AND MiCollab (physical or virtual) – SP Subscript Base

3. MiVoice Integration entitlement is dependent on UCC V3 User Licensing:

• UCC Premium User License entitles MiVoice Integration for Salesforce at no charge.

• Per-User charge for UCC Entry or Standard Users.

4. Use P/N 54006208 to report MiVoice Integration for Salesforce usage.

ARIDs for MiVoice Integrations Base Package, MiCollab and MiVoice Business must be in a common ULM.

Note that this model (“Option 4”) does not permit the deployment of 3rd-party/custom Open Integration Gateway applications.

Option 5: Service Provider CapEx

MiVoice Integration for Salesforce is offered for CapEx-based Service Providers, subject to the following commercial prerequisites and conditions:

1. Order MiVoice Integrations Base Package (no charge):

• P/N 54006210 (SP CAPEX Base-MiVoice Integr)

2. Deploy MiCollab 6.0 SP1 or higher, with UCC V3 licensing:

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• MiVoice Business Express (MiCollab with Voice) Base Pkg licensed for SP Capex Base with UCC Entry, Standard or Premium User Licensing, OR

• MiVoice Business Base Pkg licensed for SP Capex Base, AND MiCollab (physical or virtual) – SP Capex Base with UCC Entry, Standard or Premium User Licensing.

3. MiVoice Integration entitlement is dependent on UCC V3 User Licensing:

• UCC Premium User License entitles MiVoice Integration for Salesforce at no charge.

• For UCC Entry or Standard Users, purchase P/N 54006211 (SP CAPEX Lic-MiVoiceCallCntrlUser-SFDC) licensing equal to the number of required MiVoice Integration for Salesforce users.

ARIDs for MiVoice Integrations Base Package, MiCollab and MiVoice Business must be in a common ULM.

Note that this model (“Option 5”) does not permit the deployment of 3rd-party/custom Open Integration Gateway applications.

Open Integration Gateway can be found under the "Enterprise Solutions" category in the Mitel Sales Workbench (SWB).

Salesforce Administrators download the MiVoice for Salesforce Application from the Salesforce AppExchange.

Refer to the “Supporting Material” section for additional information and detailed steps for deploying Open Integration Gateway and MiVoice Integration for Salesforce.

Upgrades Open Integration Gateway customers who maintain Mitel Software Assurance (SWA) coverage are eligible to upgrade to the latest Open Integration Gateway software via AMC download.

MiVoice Integration for Salesforce customers always have access to the latest version of the application through Salesforce, as long as they maintain an active Salesforce subscription and meet the requirements of the selected Mitel deployment model.

Part Numbers MiVoice Integration for Salesforce R1 includes new purchasable P/Ns. See “Commercial Deployment and Ordering Information” section for more details.

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Support Mitel end-customers running MiVoice Integration for Salesforce may obtain support through their Mitel reseller. For those customers accessing MiVoice Integration for Salesforce as a Premium SWAS entitlement, Premium Software Assurance on the Open Integration Gateway and all connected MiVoice Business platforms must be up-to-date to enable access to support.

Training Open Integration Gateway online training and certification is offered for Mitel resellers, and includes the following:

• Overview of the Open Integration Gateway I&M process.

• Detailed step-by-step instructions for I&M.

• Overview of the Open Integration Gateway licensing process and requirements.

The online I&M training and certification is a prerequisite for eligibility for Mitel Product Support regarding installation, configuration, and maintenance of the Open Integration Gateway (including assistance with installation, configuration and support of MiVoice Integration for Salesforce).

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See “Mitel Open Integration Gateway Training Overview”, on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway, for a complete overview of Open Integration Gateway training courses and prerequisites.

No training courses specific to MiVoice Integration for Salesforce are offered. However, the MiVoice Integration for Salesforce User Tutorial Video can be helpful in training new end-users. The video is available to all Mitel resellers on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway, and from the Salesforce AppExchange (https://appexchange.salesforce.com/).

Supporting Material After GA, refer to the following documents and materials for additional information and detailed steps for deploying Open Integration Gateway and MiVoice Integration for Salesforce. Except as otherwise noted, all documents are available on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway here:

• Open Integration Gateway

• Open Integration Gateway Brochure

• Product Bulletin

• Open Integration Gateway Partner Presentation deck

• Link to an online Open Integration Gateway Primer (prerequisite for Open Integration Gateway Training coursework, but available to anyone with MOL access)

• Mitel Open Integration Gateway Training Overview (Mitel resellers should follow the “Installer Training” path)

• Open Integration Gateway R2.1 Engineering Guidelines (on eDocs)

• Open Integration Gateway R2.1 Installation & Maintenance Guide (on eDocs)

• Resellers not yet familiar with and trained on Open Integration Gateway I&M should start with these materials before selling and deploying MiVoice Integration for Salesforce to end-customers.

• MiVoice Integration for Salesforce Admin Guide (on eDocs)

• Intended for use by Open Integration Gateway and Salesforce system administrators.

• Provides guidance in configuring Open Integration Gateway to use MiVoice Integration for Salesforce.

• Provides guidance in configuring MiVoice Integration for Salesforce (in Salesforce), to comply with organization-wide and user-specific requirements.

• Provides guidance for upgrading to newer versions of MiVoice Integration for Salesforce.

• MiVoice Integration for Salesforce User Guide (on eDocs)

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• Intended for use by MiVoice Integration for Salesforce end-users.

• Provides guidance in initial user-specific setup, configuration and initial login procedure.

• Provides detailed descriptions of application features and functionality.

• MiVoice Integration for Salesforce User Tutorial Video

• Intended for use by Mitel resellers and MiVoice Integration for Salesforce end-users.

• Provides review of key features and functionality.

• Available on MOL at Home / Products / UC Integrations / Mitel Open Integration Gateway and Salesforce AppExchange

Manufacturer Discontinue / Supercession No Mitel parts are discontinued with this bulletin. Questions & Answers Q: Is MSA membership required to obtain or use MiVoice Integration for Salesforce? A: No. MiVoice Integration for Salesforce is a turnkey Mitel application that runs on Open Integration Gateway,

so no MSA membership is required.

Q: I like the MiVoice Integration for Salesforce application, but would like to customize it to my own requirements. Is this possible?

A: While there are several configurable features (see MiVoice Integration for Salesforce Administration and User Guides), MiVoice Integration for Salesforce is a turnkey Mitel application that cannot be modified at this time.

Q: We use a version of Salesforce with Force.com custom objects. Will MiVoice Integration for Salesforce work in our environment?

A: That depends. If the Salesforce deployment involves custom additions to the standard Salesforce interface, but the Contacts, Opportunities and Accounts tabs retain their default content, the MiVoice Integration for Salesforce is expected to work successfully. However, if default content has been removed from the Contacts, Opportunities or Accounts tabs, MiVoice Integration is not likely to work properly. Mitel recommends that all prospective deployments of MiVoice Integration for Salesforce be tested first in the customer’s Salesforce sandbox environment to validate features and functionality.

Q: How much effort is required to install and deploy MiVoice Integration for Salesforce?

A: There are two parts to the deployment. First is that the Mitel reseller must install and configure Open Integration Gateway. The technician will need to complete the Open Integration Gateway I&M training and certification (see Open Integration Gateway Training Overview), before starting the installation. Once training is completed, it should take less than an hour to set up and configure Open Integration Gateway. Second is deployment and configuration of the MiVoice Integration for Salesforce application, which is typically done by the customer’s Salesforce Administrator. See MiVoice Integration for Salesforce Administration Guide, which should enable the Salesforce Administrator to estimate the level of

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configuration effort per user. The total effort will depend on the number of users and degree to which the Administrator wants to use non-default settings in the MiVoice Integration for Salesforce.

Q: I’m using Commercial Deployment Option#1 to access MiVoice Integration for Salesforce. Can I use Open Integration Gateway Advanced Call Control licensing instead of Open Integration Gateway Standard Call Control licensing with this option?

A: It depends. In this scenario, you can use the Advanced Call Control Server licensing, but you cannot use Advanced Call Control User licensing.

Q: If I’m running Mitel MiCollab Client and make calls from my desktop MiCollab Client interface, will these calls get logged to the Salesforce contact record?

A: If you are logged into Salesforce, and your MiCollab Client is configured to use your prime line, and the person you are calling has been entered as a Salesforce contact, the calls will be logged in Salesforce even if you dial from MiCollab Client.

Q: Will MiVoice Integration for Salesforce work with SIP endpoints?

A: Behavior of SIP devices is not equivalent to behavior of Mitel IP phones. Therefore, even for SIP devices that have been certified as Mitel-interoperable, Open Integration Gateway-based application behavior may not be the same as on a Mitel IP phone. For example, while we expect many of the MiVoice Integration for Salesforce features to work fine for a desktop user equipped with Mitel-certified SIP endpoint, the user will very likely have to manually answer the phone (i.e., the “Answer Call” feature in the MiVoice Integration for Salesforce probably won’t work). Mitel strongly recommends that you test the application behavior with the specific SIP endpoint(s) that are planned for the deployment, before making a customer commitment.

Q: Is MiVoice Integration for Salesforce available for MiVoice Office?

A: Not at this time.

Q: Is MiVoice Integration for Salesforce available for purchase a la carte?

A: Yes. See “Commercial Deployment and Ordering Information” above (Option 3).

DISCLAIMER: Certain Mitel product within this document may not be available to all Solution Provider levels. To purchase available products, Mitel product certification is required.