CloudLink is Mitel’s next-generation CPaaS (Communications Platform as a Service) product that enables communication between on-premises and feature-rich cloud-based applications.
Amongst the various Unified Communication (UC) features, the MiContact Center Business Chat feature (which includes sync across devices, file transfer, group chat) will be available to existing MiContact Center Business chat users through Cloudlink. This feature will be referred to in MiContact Center Business as Contact Center Messenger.
With the introduction of Contact Center Messenger, two modes of UC chat are available for all existing MiContact Center Business users: the legacy MiContact Center Business Chat and the Cloudlink Chat Customers need to adapt to whichever, legacy MiCC-B Chat or Cloudlink Chat, is configured on their system.
Once the legacy chat media server is converted to Cloudlink- based Contact Center Messenger, you cannot revert to the legacy chat media server.
Contact Center Messenger simplifies the deployment of chat support in Contact Center's websites.
The Contact Center Messenger UI is powered by the custom chat component. The UI supports several new features for sending, receiving, and displaying messages.
At a time, either Legacy MiContact Center Business chat or Contact Center Messenger chat will be enabled.
MiCC-B has developed an internal web app called CloudlinkProxy. This app helps MiCC-B to communicate with Cloudlink. CloudlinkProxy is installed by the MiCC-B installer during fresh installations or upgrades. If you uninstall MiCC, the MiCC installer removes CloudlinkProxy. MiCC-B installer will install CloudlinkProxy only if the multimedia feature is enabled.
When you use Contact Center Messenger, all traffic is initiated as outbound. If you are locking out Internet access from the server and\or clients, you may need to enable the following connections:
https:// -> outbound from server to public internet *.mitel.io/* addresses
wss:// -> outbound + duplex websockets *.iot.*.amazonaws.com/* addresses
Both the above connections are TLS over standard port 443 and both apply to Web Ignite (Client and MiCC Server) and Cloudlink Proxy Web Service (MiCC Server only).
For more information about CloudLink, see: https://mitel.help/latest/en.