Mitel MiVoice Business Console Brochure

MiVoice Business Console
The Mitel MiVoice Business Console is a PC-based attendant console

and administration application for the MiVoice Business platform.
Using an intuitive user interface, the MiVoice Business Console offers quick access to call
processing and telephony features – all from your PC. With teleworker support, the corporate
answering point is flexible and mobile. Attendants can now work from anywhere, at anytime.
Ideal for Busy Enterprise and Multiple Busy Lamp Field Lists
Departmental Attendants Busy Lamp Field capabilities allow the operator to monitor
The MiVoice Business Console’s Busy Lamp Field (BLF)- the status of each extension and transfer calls with a single
based Transfer Assistant functionality performs an click. In many cases, enterprise console attendants support
automatic search for every call, providing attendants multiple departments or groups. Multiple BLF lists allow the
with a Most Recent / Most Frequent panel. Over 90% operator to have dedicated lists for each group or department,
of incoming calls can be transferred with a single click, making it quicker and easier to find an employee and see their
reducing searches, improving accuracy, and making status. If an employee is not available, the operator can see
attendants highly efficient. The MiVoice Business Console’s at a glance if there is someone else in their group who could
sophisticated call handling features make it ideal for high speak to the caller, improving customer service. An extension
volume call environments where attendants need to can be featured in multiple BLF lists – for example, a sales
manage calls rather than simply answer phones. representative in a branch office could appear in both the
list for sales and the list for the branch office. BLF lists can be
Presence and Instant Messaging Support shared among all attendants, or dedicated to one attendant.
Presence is a standard requirement for enterprise

attendants, offering employees a seamless way of
Call History Support
informing the attendant when they will not be at their MiVoice Business Console is designed to help attendants
desk. Presence and Instant Messaging (IM) support allows fulfill even challenging customer requests easily and
the Console operator to see if someone is away from their efficiently. Imagine a caller asking to be transferred to a
desk, busy, or does not want to be disturbed. department he or she previously spoke with, but cannot
remember the name of. A simple look though the call
Through IM, operators can quickly send messages to a
history enables attendants to easily and quickly match the
user to let them know they have a call, or to ask a quick
caller with the proper destination.
question on behalf of the caller.
Multi-Tenanting Support
Businesses of any size can benefit from cost savings with
multi-tenanting. Small and medium-sized businesses
can reduce costs by sharing a single answer point, and
the large enterprise can use a consolidated answer point
to host all its subsidiaries. Attendants are prompted with
customized greetings based on the company number
dialed, removing any guesswork associated with multi-
tenanting environments. For companies that enable BLF,
multiplecompany BLF lists can be created to help attendants
make sure that transfers go to the proper destination.
MiVoice Business Console Main Screen with Transfer Assistant

Flexibility for Teleworkers
Save valuable office space by giving attendants the ability
to work from anywhere in the world. MiVoice Business
Console can run in Teleworker mode with MiVoice Border
Gateway (MBG). This flexibility allows any attendant to
support the corporate answering point from the comfort
of their own home, ideal for additional staffing during
peak hours. Attendants can simply log in during high call-
volume hours and provide additional answer support to
ensure that no call is missed.
2 | Mitel
MiVoice Business Console provides
such features as:
• Transfer Assistant: Complete 90% of calls with the dynamic • Call Waiting Threshold Capability: Incoming calls are routed
historical driven search that presents the Operator with the to other consoles, reducing wait times
destination that the caller is most frequently requests
• Comprehensive Hospitality Console Feature Set
• Call History: Attendants can quickly lookup past transfers in
• Languages Supported: English, French(North American and
difficult situations
European), Spanish (North American and European), German,
• Multi-Tenanting: Share a single answer point between Dutch, Italian, Portuguese (European and Brazilian), Swedish,
different companies and save on answer point costs and Simplified Chinese
• Teleworker Support: Attendants can work off site, reducing
office space costs Please refer to the MiVoice Business Console Feature Matrix for a complete
list and description of all console features.
• Additional Data Fields: Provide more information to
attendants, with color support *Requires MiCollab Client 6.0 or later
**Requires Microsoft Exchange 2007 or 2010
• Enhanced Status Indication: Hot Desk Login and Call Forward
Status provided to attendants
• Enhanced Status Indication: Hot Desk Login and Call Forward
Compression support
Status provided to attendants G.711, G.729
• Presence, Email, and Instant Messaging: Integrated with
MiCollab Client*, 3rd Party Presence Servers such as Lync Voice QOS
through MiCollab Client* or with Microsoft Exchange
directly.** Supports 802.1p/q for quality of service
• Busy Lamp Field (BLF) Monitoring: Attendants see the phone
status at a glance System requirements
• Multiple BLF Lists and Tile-Based BLF View: Multi-Tenanting The MiVoice Business Console Release 7.0 is supported by
BLF list support
MiVoice Business 7.0 or later.
• Incoming Calls List: Provides visual indication of all incoming
calls, prioritizes calls, and customizes greeting based on
calling line information
• Direct Station Select (DSS): Enables Attendants to pick up
ringing extensions
• Calls on Hold Comments: Attendants have additional
information to handle calls more efficiently
• Highly Intuitive Graphical User Interface (GUI): With screen-
based call handling, simply point-and-click or touch
• On-Screen Scratch Pad: Allows attendants to take quick
notes and messages while handling calls
• On-Screen Bulletin Board: Displays system wide information
across the complete answer point
• Retrieve Button: Quickly retrieve a call that was transferred to
the wrong extension
• Call Answering Priority: Answer calls based on longest time Example of an Attendant Prompt in Multi-Tenanting
waiting or origin
© Copyright 2016, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation.
Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks.
mitel.com
423698-R1605-EN

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MiVoice Business Console

The Mitel MiVoice Business Console is a PC-based attendant console

Presence is a standard requirement for enterprise

MiVoice Business Console Main Screen with Transfer Assistant

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