Collaboration Management

Another aspect to consider is collaboration management, or the possibility to manage how calls are routed based on a user's current presence state or availability. The Mitel CMG offers solutions to fully automate this process by integrating into a company's calendar system and setting diversions or personal number routing profiles for a user, based on their calendar activities and line status. CMG as several API's for inter-working with different systems from Microsoft, Google, IBM and Mobile providers line status. The system has a web-based self-service portal (Mitel CMG Web) that allows users to set these call routing options based on their preferences. Once they are set up, the user no longer has to worry about whether or not their diversions are set and if customer calls are being handled in their absence.

In fact, in the case where something urgent that was not planned for occurs, users can even change them on the fly through a simple press of a button. The Mitel CMG Web portal also offers users access to other key services, such as directory search, presence, line state, and click-to-call. Since it was designed using responsive web technology, it can be accessed and used on any device - PC, mobile or tablet - regardless of location. This means that even when out of the office, Mitel CMG users have access to their services on any device that a Web browser. Additionally, Mitel CMG can be integrated with MiCollab as an embedded link on MiCollab Desktop clients for PC.

The Mitel Virtual Reception option provides auto-attendant, voice mail (VM) and reception/visitor services. These are value-add services that complement the collaboration management suite to provide users with a complete suite of services that provide enhanced customer services. If Virtual Reception is included with the Mitel CMG deployment, Mitel CMG Web users will also have access to extra capabilities in the self-service web portal, including management of their personal IVR settings, visual VM and visitor management services. Note that Mitel CMG is mainly introduced in Nordic countries.