The newest release of the Mitel MiVoice Business – variously known as the Mitel 3300 and Mitel Communications Director, or MCD – promises to have a lot of great enhancements for customers enrolled in ExtendaCare or that are enrolled in Mitel Software Assurance (SWA).
While we don’t have a release date as of yet for the Hyper-V support (this feature is coming with a future v7 SP1 release), the news that Mitel is supporting Microsoft Hyper-V for their flagship voice platform this year is huge news. Mitel has been VMware-only since 2010, establishing an early lead in this space. However, many of our small and medium sized business customers are taking advantage of Microsoft’s very inexpensive Hyper-V platform instead of VMware products. This move will undoubtedly help Mitel compete against Microsoft Lync and create a bigger gap with competitors in this segment of the market such as Avaya, Cisco and Shoretel that are still stuck selling company-branded hardware to customers.
VMWare Lead Extended.
Mitel is extending its lead in virtualized voice with VMWare, a technology Mitel pioneered. While vSphere/vCloud v5.5 support was introduced with MiVoice Business v6 SP2, now the Small Business package that combines the base call control, MiCollab server and Mitel Border Gateway in a single .ova file has seen its capacity expanded to 250 users, up from 150 users. In addition, the full size Mitel MiVoice Business can support 5,000 users on a single instance, up from 2,500. VMware Site Recovery Manager is now supported for scenarios in which a data center instance fails, requiring a failover to a backup data center of the phone system and all of the UC applications. Temporary call control can be handled by a local gateway so there is no interruption to telephone call handling.
Mobile Phone Integration (“Twinning”) Got Better.
Mitel now lets us group up to 4 devices together for simultaneous ringing and handoff. This means a user could have a deskphone, a mobile phone app, and a softphone put into a single dynamic extension number. Callers can just dial a single number and the user is able to juggle calls between devices, handoff calls between devices without putting the call on hold, and provide an easy, seamless way for clients to get in touch.
Call Center Improvements.
As you may know, Mitel is making a big push into the contact center and call center. They have overhauled improved silent monitoring, coaching, barge-in and steal features on the MiVoice Business v7, making it easy for supervisors to, well, supervise. In addition, the MiVoice Business is now shipping with the ‘Enhanced Ring Group’ option for assigning ACD-type routing of any type to a collection of Mitel phones, SIP phones, outside devices, analog phones and pretty much anything you can think of.
As usual with a large release, there were a lot of small changes that nonetheless with delight someone.
- Stream music on hold from your network to your phone system
- Simplify phone deployment for phones that are for hotdesk users
- Simplified user service configuration for faster moves, adds and changes
- Enhancements to very large systems (>10,000 users)
- Alarms on backup failure and longer error logs
- Multiple keymap templates per telephone
- Faster configuration automation for new installs
Overall, we are pleased with the upgrade and hoping to see SP1 soon so we can start talking to all those Hyper-V shops that have been left out in the cold by nearly all of the major telecom equipment manufacturers.