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Mitel Unified Communication services
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Series X – The next phase
Name: Kushi ChandTitle: Sr.Tech Engineer
“Our business is built on having direct and immediate contact with our clients. Mitel Dynamic Extension lets our clients reach
our executives with one phone call, whether they are at one of our multiple locations or doing business in Dubai.”
Maplesoft TechnologyJack Gulas,
“[Dynamic Extension] extends the life of
existing equipment by providing
customers with a mobility solution
without having to upgrade their key
systems or PBXs.”
Nancy Jamison, UC Strategies
2009 Global Enterprise FMC Product Differentiation Innovation AwardSeptember 2009
Mitel Dynamic Extension
Honored with CATA Alliance
Outstanding Product
Achievement AwardMay 2009
New! Dynamic Extension Express on 5000 CP
No More “Out of Office”– Rings up to 5 devices simultaneously
– Integrated with UCA 3.0 to show Dynamic Status
– Route calls first to the desk phone and then to mobile before going to voice mail
Mobility Costs Savings– Hand off a call from the mobile to the desk
phone
– Choose to answer calls on mobile or forward to company voice mail
How it works– Put an “X’ before all
your business calls from BlackBerry® devices
– You are connected!
– Call back validation optional
– Make another call from corporate network when done
with Mitel Communications Director 4.1
New! Dynamic Extension – Now even easier!
Market Factors
Companies open to a diverse set of workers
Top priorities:Reduce costs
Increase productivity
Forrester Research
No Flexibility or ChoiceForced to “Make it Work”
Business Challenges
Business Challenges
Unified all your
communications
Adapted to meet
all user needs
Grew as you grew
Dynamic Status Unifies UC components into a single,
easy-to-manage interface– IM preferences– Presence preferences– Advisory messages– Call routing based on Dynamic
Extension group membership
Update your status– Easily from the desktop
client/interface– Automatically based
on MS Outlook calendar– Remotely from the
Web or mobile device
Dynamic Status
Preferential Treatment – Allow important callers
to reach you anytime, regardless of your current Dynamic Status
Knowledge Management
Provides information about the caller, including emails, contact entries, and documents– No searching for info
with each call
– CRM Lite!
RSS Feed
End user configurable or pushed by administration (mass notification)
UC Advanced Softphone
Complete deskphone functionality– All phone calls, prompts, and
features are available from a PC
Access from any location with a high-speed connection
Communicate and collaborate from anywhere
Cost savings for – no set environments
Remote workersCustomized ringtone
Visual Voice Mail
Integration with NuPoint Unified Messaging
View voice mail details (type, caller, time, duration, presence info)
View the presence and calendar information of the person who left the voicemail
Click to call, instant message, e-mail, conference
Playback voice mail
Send voice mail
View Faxes
Launchpad
Launch frequently Mitel and other frequently used applications from one location
Create speed dials with interactive voice response (IVR) prompts that quickly navigate through voicemail and conferencing service menus
Launch URLs to frequently accessed websites and web-based applications
Unifying – Personalized portal to applications – Always on capability for easy
access
Web / Mobile Portal
Remote access to key information from a Web browser or mobile device– Control Dynamic Status
remotely – View corporate contact details
and presence information– View call history– View voice mail message
details– Download voice mails from
Web browser
Supports mobile access from browsers on BlackBerry, iPhone, gPhone, Windows Mobile or CE, Nokia
UC Advanced Console
Designed for environments where the Attendant, Receptionist or Admin has multiple job functions
Designed for a user who wants their telephone and PC to conduct daily tasks outside of call answering
Provides rich Mitel presence information to provide the Admin with information on how to process the call.
Provides a Console option for Softphone-only environments
Context Driven Communications
Call with subject and priority presented on screen pop– Reduce phone tag, encourage answering of calls
Display picture of caller
Respond to Call via IM
Audio and Web Conferencing
Click to escalate to AWC
– Audio or Web only conferences
– Combined audio and web conferences
– Easy conference initiation (reception)
Quickly view conferences (within UCA) or start an ad-hoc conference
Mitel applications– AWC, NuPoint, Teleworker,
MCD, Mitel 5000
Microsoft – Click to call from IE, Word,
Outlook
– Calendar
– Contacts
IBM Lotus Notes – Click to dial / collaborate
– Contacts
Other PIM integration– ACT, Corporate Directory
New Business –
single site
Expanding Business – Multiple sites
Growing business – Multiple geo locations
Large business – International locations
Expanding Business – Multiple locations
Profitable, growing business – Multiple locations
Public Company – International locations
New Business
New Business –
Single site
Day in the Life: New Business
Anna steps out in the hall so her room can be cleanedAnna logs in from hotel room
Bob sees Anna is travelling but she hasn’t logged in
Bob sees Anna is online and clicks to call her
Anna’s mobile rings in the hall and she talks to Bob
When Anna takes a call on her mobile, her UCA presence changes to in a call
Bob working at the office
NEW BUSINESS – Single Site
Later that day…
Bob is meeting with the bank in a meeting room
Anna is working from a café over WiFi
Bob needs Anna’s help and sees she is on a call but availableHe instant messages her for help
Anna securely sends him a document that will help him answer the questions
NEW BUSINESS – Single Site
INTEGRATED SOLUTIONS;
Mitel UCA Softphone
NEW BUSINESS – Single Site
New Business –
single site
Expanding Business – Multiple sites
Growing business – Multiple geo locations
Large business – International locations
New Business
Profitable, growing business – Multiple locations
Public Company – International locations
Expanding Business – Multiple locations
Expanding Business – Multiple sites
Day in the Life: Expanding Business –
Multiple sites
Karen works from a home office
She logs into UCA in the morning and sees that she has voicemail
She clicks on the voicemail icon to see her visual voicemail
An important customer has left a message
She can click on it to listen to it first, without going through all of her messages in order
Karen needs to contact Bill in customer support
EXPANDING, MULTIPLE SITES
Bill’s dynamic status with calendar integration shows he is in the office, but has an appointment in 5 minutes
She needs to talk to Bill about a customer support issue
Karen calls Bill with her softphone and gives the call high priority and a subject line “Problems at Customer X”Bill takes the call.
EXPANDING, MULTIPLE SITES
Bill adds preferential treatment to his ‘In a meeting’ dynamic status, so he will receive Customer X’s calls on his mobile during meetings
Bill receives the call from Customer X on his mobile during the meeting
Bill walks to any Mitel phone, hotdesks, then moves the call seamlessly to reduce roaming charges
EXPANDING, MULTIPLE SITES
Bill needs input from Joe in R&D, so he conferences him into the call
Bill escalates the call to a web conference so they can share documents
They resolve the customer’s issues on the FIRST call
EXPANDING, MULTIPLE SITES
Karen receives a call from Customer X
UCA Knowledge Management pops up the customer support log
Karen opens the support log and sees that Bill solved the customer’s issue. She answers the call fully up to date
EXPANDING, MULTIPLE SITES
EXPANSION PHASE
INTEGRATED SOLUTIONS;
NuPoint Visual Voicemail
Dynamic Extension
Audio Web Conferencing
Expanding Business – Multiple locations
Public Company – International locations
New Business
Expanding Business – Multiple locations
Growing business – Multiple geo locationsGrowing business –
Multiple geo locations
Day in the Life: Multi-location Phase
Pat, the company receptionist is managing calls at the front desk using UCA Console
She receives an IM from Bob asking her to book his travel
She opens the UCA launch pad and clicks on their travel booking site
MULTI-LOCATION PHASE
Has trouble with the booking and wants to talk to someone at the agencyClicks to dial agency number from web site with UCA Smart Tags and completes booking with agent on the phone
MULTI-LOCATION PHASE
Karen has grown her sales team and is holding a sales training session today using Audio and Web Conferencing
She launches the AWC session from UCA and multiple sales people join from around the globe
MULTI-LOCATION PHASE
Bob is in a cab, on the way to the airport for a vacation
His Dynamic Status is “In the office” and all of his calls will be forwarded to his mobile.
He changes his Dynamic Status from his mobile to “On Vacation”
MULTI-LOCATION PHASE
…are forwarded to Bill’s voicemail
Calls to Bill’s extension when Dynamic Extension is ‘On Vacation’…Except for those he
has given preferential treatment to….
…which are routed to his mobile
MULTI-LOCATION PHASE
MULTI-LOCATION PHASE
INTEGRATED SOLUTIONS;
Mitel UCA Console
Mitel AWC
Mitel Dynamic Extension (with ‘X’
feature!)
IT Senior
Management
Knowledge Workers / Remote
Employees
Mobile Employees
IT
Contact Center Agents
Unified Communicator Advanced: Up for the Challenge
UC Advanced: Up for the Challenge
Competitive Differentiators
UC Advanced – Competitive Differentiators Dynamic Status
– Dynamic Extension management
– Specify Instant Message, Presence, and Call routing treatment for a specific status
– Preferential Treatment: Treat calls from a specific user differently from current Dynamic Status
– Remote access to Dynamic Status management
Integration Flexibility– Microsoft Office
– IBM Lotus Notes
– UCA API
Knowledge Management– Provides information about the caller,
including emails, contact entries, and documents
– No searching for info with each call
Launchpad– Allows UC Advanced to function as
central point for Web and applications access
– Launch Mitel Applications from single location
– Individual contacts can be called with a single mouse click, including creating speed dials that navigate voicemail and conference service menus
Context Driven Communications– Call with subject and priority presented
on screen pop
– Reduce phone tag, encourage answering of calls
– Display picture of caller
– Respond to call with IM
Mitel Border Gateway– Secure RTP connection in teleworker
mode
Mitel TeleCollaboration Solution
Cost effective software solution
Integrated video conferencing and collaboration
True HD video conferencing solution
Simple
Quality
TCO
Low bandwidth and high toleranceNetwork
Optimization
Mitel TeleCollaboration Solution
System Components
HD Cameras(bottom of each monitor)
SIP PhoneWith VoiceFirstApplication
Server- Video Codec- Audio Bridge- Session Controller
Spatial Wideband Audio Acquisition Unit(Beam forming Mic Array)
Speakers(for stereo or spatial sound)HD Monitors
High Definition Office, represents a fundamentally new way of approaching collaborative working, extending the experience of telecollaboration to the office
High Definition Meeting Room brings high quality collaborative conferencing at prices that ensure wide spread usage and rapid ROI
Mitel TeleCollaboration Solution End-Points
Simple: Mitel Voice First®
Launch a video call just like a phone call– Press a pre-programmed
speed dial key– Dial the remote locations
extension number– Launch the custom control application
Intuitive GUI is displayed on one of the HD monitors
Share files and PC desktops via drag and drop– Place content in ‘local’ space for private
in-room viewing– Place content in ‘common’ space for
display at remote sites
No Need for conference administrators
Simple: Fully Integrated Collaboration
Display collaboration material
Renders the desktop in HD
No need for ‘add-on’ display monitors situated out of your line of sight
Supports any Internet accessible content, either using a browser or programmed RSS feeds
Multiple collaboration desktops can be shared simultaneously
Record sessions and take snapshots
Browser-based collaboration
Network Optimization
HD (30fps) over IP with only 2.5Mb of bandwidth (<4Mb peak), for video, audio and collaboration
Transfer large files simultaneously without impacting network or video performance
Day in the Life: Large business – international
locations
Bob hosts a business review using Mitel Telecollaboration from HQ
He launches the virtual boardroom meeting with the click of a mouse.
He clicks to add each remote location to the telecollaboration
session.
Large business – international locations
Bob IMs Karen, asking her to join the meeting from her desktop
Karen launches the collaboration link from her launch pad and dials the audio bridge from her soft phone
Large business – international locations
Large business – international locations
Throughout the meeting they:• Collaborate on documents• Whiteboard ideas and take whiteboard snapshots
• Record the meeting for those who missed it
Large business – international locations
Competitive Differentiators
Features Mitel TeleCollaboration Cisco Polycom Tandberg LifeSize
Eye Contact for side participants
Excellent from all room locations
Varies as a function of participants location
Varies as a function of participants location
Varies as a function of participants location
Varies as a function of participants location
Fully Integrated Collaboration
Yes No No No No
Recommended Network Bandwidth for 1080p @30fps
2.5 Mbs 5 Mbs + 5 Mbs + 5 Mbs + Codec specified to 6Mbs, but can run as low as 1.7Mbs
Ability to dynamically adapt video to variable bandwidth to < 1Mbs
Yes No No No No
Requires Priority Routing or Network Segregation
No Yes Yes Yes Yes
Dynamic use of HD displays for video and collaboration
Yes No No No No
Relative Price Low Medium to High Medium to High Medium to High Low
Mitel TeleCollaboration Solution - Competitive Differentiators
Integrated video conferencing and collaboration
Low bandwidth and high tolerance
As simple as making a phone call
UC Advanced – Competitive Differentiators
Dynamic Status– Dynamic Extension management
– Specify Instant Message, Presence, and Call routing treatment for a specific status
– Preferential Treatment: Treat calls from a specific user differently from current Dynamic Status
– Remote access to Dynamic Status management
Integration Flexibility– Microsoft Office
– IBM Lotus Notes
– UCA API
Knowledge Management– Provides information about the caller,
including emails, contact entries, and documents
– No searching for info with each call
Launchpad– Allows UC Advanced to function as
central point for Web and applications access
– Launch Mitel Applications from single location
– Individual contacts can be called with a single mouse click, including creating speed dials that navigate voicemail and conference service menus
Context Driven Communications– Call with subject and priority presented
on screen pop
– Reduce phone tag, encourage answering of calls
– Display picture of caller
– Respond to call with IM
