General Solution Overview

The MX-ONE solution consists of a set of integrated modules, forming a complete communication solution for enterprises communication needs.

The MiVoice MX-ONE portfolio is comprised of the following components:

• MiVoice MX-ONE
  • MX-ONE Service Node, the IP-based communication server is the foundation and the core building block. For SIP-only deployments, the required media server functionality is provided purely in software, i.e. no hardware-based Media Gateway is needed for an "all SIP" MX-ONE. A part of the Service Node is the System Database Node. The Database Node can be installed together with the Service Node or on a separate server, depending on the needs of the deployment.
  • MX-ONE Gateways: MX-ONE solution offer bout software-based media GW called Media Server for SIP only deployments and hardware-based gateway for legacy access (E1/T1/BRI/PSTN) including solutions for remote GW survivability.
  • MX-ONE Service Node Manager is a web-based application for configuring and managing telephony functions in MX-ONE. It is also used for creating and storing of configuration files used for IP/SIP terminals and end-points.
  • MX-ONE Provisioning Manager, a web-based application for managing users and extensions in MX-ONE. MX-ONE Provisioning Manager provides a single point of entry for managing user and extension data in the MX-ONE Service Node (Telephony Server), MiCollab, Mitel MiCollab Advanced Messaging, CMG, as well as SIP DECT users.
  • Mitel Performance Analytics (MPA) is a fault & performance management software for the MiVoice MX-ONE, Mitel applications and other 3rd party systems on the customer’s communications network. Partners and IT administrators can deliver proactive service-quality to customers, increasing customer satisfaction while reducing costs with tools that resolve problems faster. MPA can be deployed as an on-premises or a cloud-based solution, it can be used to support standard single system installations and it can be used to support multiple customer networks from a single instance.
• MiCollab provides a complete set of advanced unified communications and collaboration applications through a single stream of software to enable people to connect and collaborate more easily and effectively, no matter where they are. It includes:
  • Mitel MiCollab Application Server, the core component of the Mitel MiCollab system, providing directory, presence and calendar integration for end users. The MiCollab Application Server also provides a homogenous environment for deployment and operation of the MiCollab environment and integrated with MX-ONE for smooth and consistent user population and configuration.
  • MiTeam Meetings, the portal for video and collaboration meetings.
  • MiCollab Audio, Web, Video is a powerful audio and web conference server for various forms of collaboration.
  • Unified messaging and voice mail is provided natively in the MiCollab NuPoint engine.
  • Mitel MiCollab clients enable a single point of access for communications and connectivity, presence and availability, and a SIP softphone for desktop and mobile use. UC clients are available for PC, Mac, Web, and mobile (iOS and Android devices) to enable users to make and receive voice calls and interact with other MiCollab users through IM (Instant Messaging), e-mail, voice, and point-to-point video. Additionally, the MiVoice plug-in for Skype for Business provides complementary routes towards MiCollab UCC.
  • In addition to traditional clients, the MiCollab solution provides a powerful web-based user interface to the UCC portfolio. Using web browsers supporting Web RTC MiCollab provides softphone functionality through Web RTC for users inside as well as outside the organization's network.
  • MiTeam’s team-based collaboration tool provides a virtual place where teams can post messages, assign tasks, share files, send and receive instant messages, and start conference calls, all within a single location. Instead of getting bogged down in lengthy email threads, teams can be more nimble and productive, no matter their location.
• Mitel MiCollab Advanced Messaging provides features for voice mail and fax mail, including Unified Messaging. MiCollab Advanced Messaging can be used as an alternative to NuPoint in MiCollab deployments, or independently of MiCollab deployments.
  • With Mitel MiCollab Advanced Messaging, you turn your Mitel communications system into a productivity tool. Users can communicate more efficiently, respond more quickly and increase productivity. Mitel MiCollab Advanced Messaging delivers a powerful suite of Unified Communications applications including advanced call processing, auto-attendant, voice mail, e-mail integration, personal assistant, fax, speech-driven services, notifications, and so on.

    MiCollab Advance Messaging also tags into the MiCollab clients providing a homogeneous user interface.

• Mitel CMG Suite
  • Mitel CMG Web is a set of services that enables business users to manage their day-to-day activities. With the CMG Web, users can do “smart-search” directory services, click-to-dial, manage activity timeline and their call-routing preferences based on their calendar/activities. Integration with the Mitel presence engine enables users to see in real-time their colleagues’ rich presence information, including Mitel CMG client presence status, calendar activity and line state from all available sources provided by the Mitel BluStar (BS) Server.
  • Mitel Virtual Reception - Automated speech and reception services.Virtual Reception is a set of automated self-services that significantly reduce wait time and attendant workload, increasing at the same time customers’ flexibility and efficiency.
• Mitel‘s MiContact Center Enterprise and MiContact Center Business are applications and services for server-based contact centers.
  • MiContact Center Enterprise/Business offers an enterprise-wide contact center solution with IP and mobility across multiple sites. This enables distributed customer service organizations to behave as one single unit. MiContact Center Enterprise/Business is the power that enables people to be provided with the best contacts. Empowered with Mobile Extension, MiContact Center Enterprise/Business also enables remote or roaming connectivity. Customers are guaranteed access to the most appropriate agent – wherever they are located and on whichever communications medium they prefer to use (i.e. voice, chat, e-mail, SMS, Facebook, Twitter or fax). MiContact Center Enterprise/Business provides skills-based routing across these media types, a single point of management and an integrated management information system across the contact center. The solution consists of software applications focused on the agent, management, and customer self-service functions.
• Mitel Conference phone (Mitel 6970) provides efficient and high quality audio/telephony for meeting rooms and conference rooms. The unit can be complemented with two additional microphones for better supporting larger rooms.
• MX-ONE end-points supporting all various types of extension interfaces (SIP, IP, analog, Mobile Extension, DECT, and Wi-Fi).
• Mitel MiVoice Border Gateway (MBG), for secure remote Teleworker access from MiCollab clients or Mitel 6900/6800 SIP phones. Additionally, the MBG can provide security for SIP trunks to public networks or remote application servers. MBG can also interconnect with recording systems in order to record the extension traffic routed over it, internal as well as external traffic can be recorded.
• Mitel Interaction Recording, our voice documentation and professional interaction management solutions, records, stores and organizes telephone conversations in a central, secure network repository for easy retrieval and playback. Quality Management (QM) deliver advanced Contact Center management and quality assurance tools as well as collaboration and information transfer capabilities.
• InAttend, a professional attendant console offering powerful directory search, calendar integration, rich presence integration for fast and efficient call handling.
• Hospitality solution
  • Tiger TMS and InnLine is a suite of applications primarily for the hospitality industry; hotels, cruise ships, hospitals etc.

    The different parts perform different tasks:

    1. iCharge is the application that connects the other parts and external applications and products like the PBX, the hotel’s front office system, smart TV etc. It also handles the call charging.
    2. InnLine is a voice mail system specially designed for hospitality. In addition to hospitality voice mail, it also handles wake-up and service- and housekeeping codes.
    3. iConnect makes it possible for the guest to use the smart phone as a guest room extension. This is used together with:
    4. IP Guest Services that is a smart phone app and a server application that give the guest access to hotel services like hotel information, room service ordering, phone directory etc., all defined by the hotel.
    5. IP Connect is handling High-Speed Internet Access, mgmt. & billing
    6. HotelMGR is a Service ticket management system.

    iCharge is mandatory and InnLine is used in virtually all hotels. IP Connect and HotelMGR are not involved in the MX-ONE integration.