MiVoice Business Integration

• Gateway integration enabled:

  For more information about enabling and configuring Gateway, see Integrating CloudLink Gateway with Mitel Administration.

• Scaling Customer Deployments

  To enable scaling for customer deployments previously implemented using the traditional CloudLink Gateway, customers must migrate to the new deployment model.

  • Requirement:

    Scaling is not supported in legacy CloudLink Gateway deployments. Customers must migrate to the new architecture that supports CloudLink Daemon and scalable system inventory and user provisioning.

  • Key Prerequisites:
    • CloudLink Daemon Deployment: CloudLink Daemon must be installed on a supported platform and linked to the same CloudLink account as the existing CloudLink Gateway. For more information, see the CloudLink Daemon Solution Guide.
    • CloudLink Account Consistency: Ensure both CloudLink Gateway and CloudLink Daemon are associated with the same CloudLink account.
    • Time Synchronization: The host system must be synchronized with a valid NTP server. Time drift can prevent secure tunnels from initializing, impacting provisioning.
    • Software Assurance (SWA): Active SWA is required for CloudLink enablement and access to CloudLink APIs.
    • PBX Configuration: MiVoice Business must be fully licensed and configured with valid user data (email, extension, name) for successful onboarding.

1. Log in to the Mitel Administration.

2. Access the Integrations panel from the Account Information page or from Integrations & Apps option. For more information about accessing the Integrations panel and adding integration to a customer account, see Adding an integration to a customer account.

3. In the Integrations panel, click +Add new. A pop-up screen displays the available integrations.

4. Click the Add button associated with MiVoice Business. Expand to display the features available under MiVoice Business. Enable Customer Admin Portal.

5. Click Done. MiVoice Business is integrated with the customer account.

1. Access the Integrations panel from the Account Information page or the Integrations & Apps from the left navigation menu. For more information about accessing the Integrations panel and adding integration to a customer account, see Adding an integration to a customer account.

2. From the Integrations and Applications page, in the Integrations panel, slide the toggle button associated with MiVoice Business to the left. The Remove MiVoice Business Integration dialog box appears.

3. Click Remove integration. The MiVoice Business integration is removed from the customer account.

1. Log in to the Server Manager.

2. Under Configuration, click CloudLink.

3. In the CloudLink page that opens, click Enable CloudLink Integration.

   Note: You will see a progress screen. The latest version of the CloudLink Daemon is installed. You can now see the CloudLink Daemon dashboard, where the version details of the installed CloudLink Daemon is mentioned.

1. After Cloudlink Daemon in enabled, in the CloudLink Daemon page or dashboard that opens, click Link to CloudLink.

2. After the enabled CloudLink Daemon is linked to the CloudLink platform, the CloudLink Daemon dashboard displays the following details:

   • About

   • CloudLink Registration

   • Inventory Report Submission

   • CloudLink Daemon Update

   • Tunnels

1. In the standard view of the CloudLink Daemon dashboard, under Tunnels, select a component to connect or link to, and then click Start.

   Figure 1. Enabling the tunnel

2. Click Yes.

3. Log in to Mitel Administration and navigate to System Inventory > Platforms. The list of Platforms and Applications that are connected from the Tunnel in Server Manager are now populated under Mitel Administration System Inventory page.

   Figure 2. System Inventory > Platforms
4. Using the Launch button, you can remotely access the CloudLink Daemon for the respective platforms and applications. To use the remote management feature, you need to start the following tunnels:

   • MSL Server Manager

   • MiVoice Business

1. On the left navigation panel, click MiVoice Business and then click Numbers. The MiVoice Business Settings page is displayed.

2. In the User extension ranges section, click Add Range. The Add Range dialog box is displayed.

3. Enter a start and end number for the user extension range and click Add. The entered range will be displayed in the User extension ranges list.

1. From the User extension ranges list, click the user extension range that you want to edit. The Edit Range dialog box is displayed.

2. Edit the user extension range and click Save. The modified extension range will be displayed in the User extension ranges list.

1. Select the check box(es) associated with the user extension(s) that you want to delete. The Delete selected numbers dialog box is displayed.

2. Click Delete to delete the selected user extension range(s). Clicking Cancel cancels the operation. The selected user extension range(s) will be deleted.

1. On the left navigation panel, click MiVoice Business and then click Numbers.

2. In the Direct Inward Dialing (DIDs) section, click to expand DIDs.

3. Click Add DIDs. The Add DID Number or Range dialog box is displayed.

4. Enter a single DID number or enter a DIDs range in the Range start and Range end fields.

5. Click Add to save the DID number or DIDs range, or click Cancel to cancel the operation.The entered DID number or DIDs range will be displayed in the Direct Inward Dialing (DIDs) list.

1. From the Direct Inward Dialing (DIDs) list, click the DID number or the DIDs range you want to edit. The Edit Direct Inward Dialing (DID) Number dialog box is displayed.

2. Edit the DID number or DIDs range and click Save, or click Cancel to cancel the operation.

1. Select the check box(es) associated with the DID number(s) or DIDs range(s) you want to delete. The Delete Selected button appears.

2. Click Delete Selected to delete the selected DID number(s) or DIDs range(s). The Delete selected number(s) dialog box is displayed. Click Delete to complete deletion, or click Cancel cancel the deletion.

1. In the left navigation panel, select MiVoice Business.
2. Click Locations.

1. In the Locations section, click Add Locations. The Add Locations dialog box appears.
2. Enter the name of the new location.
   Note: Press Enter after each location name to add multiple entries.
3. Click Save. A confirmation message appears when the location is added successfully.
   Note: If the action fails, a message appears explaining what went wrong.

1. In the Locations section, select the checkbox located before the location name.
   Note: The Delete Selected button appears only when at least one location is selected.
2. Click Delete Selected. The Delete Locations dialog box appears.
3. Click Delete to confirm. A confirmation message appears when the location is deleted successfully.

1. In the left navigation panel, select MiVoice Business.
2. Select Groups.

• To sort the list of groups, click the column header (Example: Group Name or Group Type). The list is sorted based on the selected column.

• To filter:
  • Click the + Add Filter icon next to the Search box.
  • Choose a filter category (Group Type).
  • Select a filter option:
    • Specific Group Type – Select a group type (Example: ACD, Ring, Pickup) to filter accordingly.

1. Select Add Group.
2. On the Create Group page, under Group Profile, select a Group Type from the drop-down list.
3. Configure the following sections based on the selected group type:
   • Group Programming
   • Group Members
   • Advanced Settings
4. Select Save.
   Note: Configuration options vary depending on the selected group type.

• Configure a Hunt Group

• Configure an ACD Group

• Configure a Page Group

• Configure a Pickup Group

• Configure a Ring Group

1. In the Group Profile section:

   • Select Hunt.
   • Select Hunt Group Type.
     Note: Supported Hunt Group Types include Voice and Emergency.
   • Enter the Group Number and Group Name.

   • (Optional) Select Local Only Extension.

2. In the Group Programming section:
   • Select Home PBX and Resilient PBX from the drop-down lists.
     Note: The Home and Resilient PBX must be different.
   • Enter the Priority (1–64).
   • Select or search for the Zone ID using the searchable drop-down list.
     Note: Options populate based on the selected Home PBX. You can also manually type a valid numeric value (1–999) to add a custom Zone ID.
3. In the Group Members section:
   Note: (Optional) Select Hunt Group Mode from the drop-down list.
   1. To add a member:
      Note: Before adding a member, ensure that the member already exists on the MiVoice Business system.
      • Select Add Member. The Add Member dialog box opens.
      • Enter the Number.
      • Select the Present checkbox if the member is present.
        Note: To reorder a member, click and hold the Drag icon (displayed as four horizontal lines) in the member row, then drag the member to the desired position.
      • Select Save or Save & Continue.
        Note:

        • Select Save to save and close.
        • Select Save & Continue to save and add another member.
   2. To delete a member:
      • Select the checkbox beside the member.
      • Select Delete Selected. The Delete Member dialog box opens.
      • Select Delete.
4. In the Advanced Settings section:
   • Select or search for the Class of Service for Day, Night 1, and Night 2 using the searchable drop-down lists.
     Note: Drop-down options display associated comment labels retrieved from the selected Home PBX. You can also manually type a valid numeric value (1–110) to add a custom Class of Service.

• Scenario 1: MiVB-Only Integration
• Scenario 2: MiVB + MCX Integration

1. In the Group Profile section:
   • Select ACD.
   • Enter the Group Number and Group Name.
   • (Optional) Select Local Only Extension.
2. In the Group Programming section:
   • Select Home PBX and Resilient PBX from the drop-down lists.
     Note: The Home and Resilient PBX must be different.
   • Enter the Reporting Number.
3. In the Group Members section:
   Note: (Optional) Select Use Skill Levels.
   1. To add a member:
      Note: Before adding a member, ensure that the member already exists on the MiVoice Business system.
      • Select Add Member. The Add Member dialog box opens.
      • Enter the Numberand Skill Level.
        Note: The Skill Level field is available only when the Use Skill Levels checkbox is selected, located below the Add Member button.
      • (Optional) Select the Present checkbox if the member is present.
        Note: To reorder a member, click and hold the Drag icon (displayed as four horizontal lines) in the member row, then drag the member to the desired position.
      • Select Save.
   2. To delete a member:
      • Select the checkbox beside the member.
      • Select Delete Selected. The Delete Member dialog box opens.
      • Select Delete.
4. In the Advanced Settings section:
   • Enter the First Status Threshold and Second Status Threshold in MM:SS format.
   • Enter the Alert Device Extension.
   • (Optional) Select the following checkboxes:
     • Group Real Time Events Enabled.
     • Queue Callers to Group When No Local Agents Are Logged In and Present.

1. In the Group Profile section:
   • Select ACD.
   • Enter the Group Number and Group Name.
   • (Optional) Select Local Only Extension.
2. In the Group Programming section:
   • Select Home PBX and Resilient PBX from the drop-down lists.
     Note: The Home and Resilient PBX must be different.
   • Enter the Reporting Number.
   • (Optional) Select Disable real-time monitoring and data collection on this device.
   • Select one or more Media Type based on your requirements:
     • Voice
     • Chat
     • Email
     • Open Media
     • SMS
     Note: Selecting at least one media type is mandatory.
3. In the Group Members section:
   Note: (Optional) Select Use Skill Levels.
   1. To add a member:
      Note: The name appears only if the member exists in the MCX system.
      • Select Add Member. The Add Member dialog box opens.
      • Enter the member name in the search box and select the appropriate result.
      • Enter the Skill Level.
        Note: The Skill Level field is available only when the Use Skill Levels checkbox is selected, located below the Add Member button.
      • (Optional) Select the member's status from the drop-down.
        • Present
        • Absent
        • Last Known
        Note:

        • To reorder a member, click and hold the Drag icon (displayed as four horizontal lines) in the member row, then drag the member to the desired position.
        • To delete a member, hover over the member row and select the Delete icon that appears.
      • Select Save.
   2. To delete a member:
      • Select the checkbox beside the member.
      • Select Delete Selected. The Delete Member dialog box opens.
      • Select Delete.
4. In the Advanced Settings section:
   • Enter the First Status Threshold and Second Status Threshold in MM:SS format.
   • Enter the Alert Device Extension.
   • (Optional) Select the following checkboxes:
     • Group Real Time Events Enabled.
     • Queue Callers to Group When No Local Agents Are Logged In and Present.

1. In the Group Profile section:
   • Select Page.
   • Enter the Group Number and Group Name.
   • (Optional) Select Local Only Extension.
2. In the Group Programming section:
   • Select Home PBX and Resilient PBX from the drop-down lists.
     Note: The Home and Resilient PBX must be different.
3. In the Group Members section:
   1. To add a member:
      Note: Before adding a member, ensure that the member already exists on the MiVoice Business system.
      • Select Add Member. The Add Member dialog box opens.
      • Enter the Number.
      • (Optional) Select the Default checkbox if the member is default.
        Note: To reorder a member, click and hold the Drag icon (displayed as four horizontal lines) in the member row, then drag the member to the desired position.
      • Select Save or Save & Continue.
        Note:

        • Select Save to save and close.
        • Select Save & Continue to save and add another member.
   2. To delete a member:
      • Select the checkbox beside the member.
      • Select Delete Selected. The Delete Member dialog box opens.
      • Select Delete.

1. In the Group Profile section:
   • Select Pickup.
   • Enter the Group Number and Group Name.
2. In the Group Programming section:
   • Select Home PBX.
3. In the Group Members section:
   1. To add a member:
      Note: Before adding a member, ensure that the member already exists on the MiVoice Business system.
      • Select Add Member. The Add Member dialog box opens.
      • Enter the Number.
        Note: To reorder a member, click and hold the Drag icon (displayed as four horizontal lines) in the member row, then drag the member to the desired position.
      • Select Save or Save & Continue.
        Note:

        • Select Save to save and close.
        • Select Save & Continue to save and add another member.
   2. To delete a member:
      • Select the checkbox beside the member.
      • Select Delete Selected. The Delete Member dialog box opens.
      • Select Delete.
4. In the Advanced Settings section:
   • (Optional) Select Auto Pick and Cluster Enabled.

1. In the Group Profile section:
   • Select Ring.
   • Enter the Group Number and Group Name.
   • (Optional) Select Local Only Extension.
2. In the Group Programming section:
   • Select Home PBX and Resilient PBX.
     Note: The Home and Resilient PBX must be different.
   • Select or search for the Zone ID using the searchable drop-down list.
     Note: Options populate based on the selected Home PBX. You can also manually type a valid numeric value (1–999) to add a custom Zone ID.
3. In the Group Members section:
   Note: (Optional) Select Member Ring Mode from the drop-down list.
   1. To add a member:
      Note: Before adding a member, ensure that the member already exists on the MiVoice Business system.
      • Select Add Member. The Add Member dialog box opens.
      • Enter the Number.
      • (Optional) Select the Present checkbox if the member is present.
        Note: To reorder a member, click and hold the Drag icon (displayed as four horizontal lines) in the member row, then drag the member to the desired position.
      • Select Save or Save & Continue.
        Note:

        • Select Save to save and close.
        • Select Save & Continue to save and add another member.
   2. To delete a member:
      • Select the checkbox beside the member.
      • Select Delete Selected. The Delete Member dialog box opens.
      • Select Delete.
4. In the Advanced Settings section:
   • Enter the following:
     • Overflow Point
     • Call Queued Timer (MM:SS)
     • Call Ringing Timer (SSS)
     • Class of Service (Day, Night 1, Night 2): Select or search from the searchable drop-down lists (populated based on Home PBX) or manually enter a valid numeric value (1–110).
     • Call Coverage Service Number: Select or search from the searchable drop-down list (populated based on Home PBX) or manually enter a valid numeric value (1–999).
     • Cascade Ring Timer (SSS)
     • Predictive Overflow Average Call Duration (MM:SS)
     • Caller Callback Time (MMM)
     • Wait for Member Time (SSS)

1. Select the checkbox beside the group.
2. Select the More Options (three vertical dots) icon.
3. Select Delete. The Delete Group dialog box opens.
4. Select Delete.

   A confirmation message appears once the group is deleted successfully.

1. In the left navigation panel, select MiVoice Business.
2. Click Queues.

• Scenario 1: MiVB-Only Integration
• Scenario 2: MiVB + MCX Integration

1. Select Add Queue.

   The Create Queue screen opens.

2. Input the Queue Profile.
   • Enter the Queue Number and Queue Name.
   • (Optional) Select the Local Only Extension.
3. Input the Queue Programming Details.
   • From the drop-down list, select the Home PBX.
   • Enter the Reporting Number.
   • Enter the Priority (1–64).
   • Select or search for the Zone ID from the searchable drop-down list.
     Note: Available options with description labels populate automatically based on the selected Home PBX. You can also manually enter a valid numeric value (1–999) to add an option.
4. Configure the Skill Groups.
   • Under Primary Skill Group:
     • Select the Primary Skill Group ID.
     • Expand Primary Skill Group Options and enter:
       • Overflow Timer and Predictive Overflow Average Call Duration in MM:SS.
       • Remote Agent Skill Group Priority and Remote Agent Blocking Timer.
   • Configure Overflow 1 Group, Overflow 2 Group, and Overflow 3 Group using the same steps as the Primary Skill Group.
5. Set Up Audio Settings.
   • Under Recording 1 Options:
     • Enter the RAD Directory Number.
     • Enter the Delay to Start Time in MM:SS.
     • Enter the Path Interflow Dialing List.
     • Select the Release Digit Receiver After Recording checkbox if required.
   • Configure Recording 2, Recording 3, and Recording 4 Options using the same steps as Recording 1 Options.
6. Input the Advanced Settings.
   • Select or search for the Class of Service for Day, Night 1, and Night 2 using the searchable drop-down lists (populated based on Home PBX, or enter a valid numeric value from 1–110).
   • Select the Interflow Enabled checkbox if required.
     Note: If the Interflow Enabled checkbox is selected, enter the Interflow Timeout in MM:SS.
   • Enter the Interflow Point Directory Number.
   • Select the Allow Overflow to Interflow Before Timeout checkbox if required.
   • Enter the Queue Unavailable Answer Point Directory Number.
   • Select the following checkboxes as needed:
     1. Queue Real Time Event Enabled.
     2. Interflow to This Queue Uses This Queue Priority.
   • From the drop-down list, select the DTMF Unavailable Action.
     Note: If Divert is selected, enter the DTMF Receiver Unavailable Answer Point Directory Number.
7. After completing all required sections, select Save.

   The queue is created successfully.

• Voice
• Email
• Chat
• Open Media
• SMS

1. Select Add Queue. The Create Queue screen opens.
2. Input the Queue Profile section:
   • Select Queue Type as Voice.
   • Enter the Queue Number and Queue Name.
   • (Optional) Select Local Only Extension.
   • (Optional) Select Add to Contact Center.
     Note: If selected, the MCX section becomes available for configuration.
3. Input the Queue Programming section:
   • From the drop-down list, select the Home PBX.
   • Enter the Reporting Number.
   • Enter the Priority (1–64).
   • Select or search for the Zone ID from the searchable drop-down list (populated based on Home PBX, or enter a valid numeric value from 1–999).
4. Configure the Skill Groups section:
   • Select Configure. The Skill Groups screen opens.
   • Note: Ensure the group already exists in the MCX system.
   • Enter the Group Name in the search box and select the appropriate result.
     Note:

     • To reorder a group, click and hold the Drag icon (four horizontal lines), then move the group to the desired position.
     • To delete a group, click the Delete icon in the respective row.
   • Enter the following values:
     • Overflow Timer
     • Predictive Overflow Average Call Duration
     • Remote Agent Blocking Timer
     • Remote Agent Skill Group Proirity
   • Select Save.
5. Configure the MCX section:
   Note: This section is available only if Add to Contact Center is selected in the Skill Groups section.
   • Select the Abandon callback queue and Abandon callback workflow from the drop-down lists.
   • (Optional) Select Enable Interactive Contact Center queue control.
     Note: If selected, the Interactive Contact Center queue control schedule is enabled.
   • Select the following from the drop-down lists:
     • Agent workflow
     • In queue workflow
     • HPiQ workflow
   • (Optional) Click the Delete icon next to any field to remove its selection.
     Note: The delete icon appears only if a field is selected.
   • Select the Business-hour schedule.
   • (Optional) Select Generate statistics only within business hours.
   • (Optional) Select Use Queue Work Timer.
     • If selected:
       • Enter the Queue Work Timer (hh:mm:ss).
       • (Optional) Select:
         • Cancel Queue Work Time After code is entered
         • Include Queue Work Timer in handling time
   • (Optional) Select:
     • Force entry of a Classification Code
     • Agent auto answer
   • Enter the following metrics:
     • Service Level goal (percentage)
     • Service Level time (hh:mm:ss)
     • Short handle less than (hh:mm:ss)
     • Short abandon less than (hh:mm:ss)
6. Setup Audio Settings:
   • Under Recording 1 Options:
     • Enter the RAD Directory Number.
     • Enter the Delay to Start Time (MM:SS).
     • Select the Between RADs Audio Source from the drop-down list.
       • If Embedded is selected, enter the Embedded music source.
       • If External is selected, enter the Alternative Recording Device.
     • Enter the Path interflow dialing list.
     • (Optional) Select Release digit receiver after recording.
   • Repeat the same steps for Recording 2, Recording 3, and Recording 4 Options.
   • (Optional) Select Repeat last recording.
   • Enter the Repeat last recording interval (MM:SS).
7. Input the Advanced Settings:
   • Select or search for the Class of Service for Day, Night 1, and Night 2 using the searchable drop-down lists (populated based on Home PBX, or enter a valid numeric value from 1–110).
   • (Optional) Select Interflow Enabled.
     • If selected:
       • Enter the Interflow Time Out (MM:SS).
       • Enter the Interflow Point Directory Number.
       • (Optional) Select Allow Overflow to Interflow before Time Out.
   • Enter the Queue Unavailable Answer Point Directory Number.
   • (Optional) Select the following checkboxes:
     • Queue Real Time Event Enabled
     • Interflow to this queue uses this queue priority
   • From the drop-down list, select the DTMF Unavailable Action.
     • If Divert is selected, enter the DTMF Receiver Unavailable Answer Point Directory Number.
8. Save the Queue.
   • After completing all required sections, select Save.
   • The Voice Queue is created successfully.

1. Select Add Queue. The Create Queue screen opens.
2. Input the Queue Profile:
   • Select Queue Type as Email.
   • Enter the Queue Number.
3. Configure the Skill Groups:
   • Select a template from the drop-down list.
   • Select Configure. The Skill Groups screen opens.
     Note: Ensure the group already exists in the MCX system.
   • Enter the Group Name in the search box and select the appropriate result.
   • Select the following options as needed:
     • Allow Overflow
     • Overflow on Logged Out
     • Push to Agent
   • Enter the following timing values:
     • Interflow Time
     • Overflow Time
     Note:

     • To reorder a group, click and hold the Drag icon (four horizontal lines), then move the group to the desired position.
     • To delete a group, click the Delete icon in the respective row.
   • Select Save.
4. Configure the MCX section:
   • Enter the following:
     • Reporting Number
     • Email address
     • Hold requeue time (hh:mm)
   • (Optional) Select the following checkboxes as needed:
     • Requeue on logout
     • Allow pick from address
     • Use mail server from address when queue address is not defined
   • Enter the Priority.
   • Select the Business-hour schedule from the drop-down list.
   • (Optional) Select Generate statistics only within business hours.
   • (Optional) Select Use Queue Work Timer.
     • If selected:
       • Enter the Queue Work Timer (hh:mm:ss).
       • (Optional) Select:
         • Include Queue Work Timer in handling time
   • (Optional) Select:
     • Force entry of a Classification Code
     • Agent auto answer
   • Enter the following metrics:
     • Service Level goal (percentage)
     • Service Level time (hh:mm:ss)
     • Short handle less than (hh:mm:ss)
5. Save the Queue.
   • After completing all required sections, select Save.
   • The Email Queue is created successfully.

1. Select Add Queue. The Create Queue screen opens.
2. Input the Queue Profile:
   • Select Queue Type as Chat.
   • Enter the Queue Name.
3. Configure the Skill Groups:
   • Select a template from the drop-down list.
   • Select Configure. The Skill Groups screen opens.
     Note: Ensure the group already exists in the MCX system.
   • Enter the Group Name in the search box and select the appropriate result.
   • Select the following options as needed:
     • Allow Overflow
     • Overflow on Logged Out
     • Push to Agent
   • Enter the following timing values:
     • Interflow Time
     • Overflow Time
     Note:

     • To reorder a group, click and hold the Drag icon (four horizontal lines), then move the group to the desired position.
     • To delete a group, click the Delete icon in the respective row.
   • Select Save.
4. Configure the MCX section:
   • Enter the following:
     • Reporting Number
     • User name
     • Hold requeue time (hh:mm)
   • (Optional) Select Email Chat Transcript.
     • If selected, enter the Email Address.
   • Enter the Priority.
   • Select the Business-hour schedule from the drop-down list.
   • (Optional) Select Generate statistics only within business hours.
   • (Optional) Select Use Queue Work Timer.
     • If selected:
       • Enter the Queue Work Timer (hh:mm:ss).
       • (Optional) Select:
         • Include Queue Work Timer in handling time
   • (Optional) Select:
     • Force entry of a Classification Code
     • Agent auto answer
   • Enter the following metrics:
     • Service Level goal (percentage)
     • Service Level time (hh:mm:ss)
     • Short handle less than (hh:mm:ss)
     • Short abandon less than (hh:mm:ss)
5. Save the Queue.
   • After completing all required sections, select Save.
   • The Chat Queue is created successfully.

1. Select Add Queue. The Create Queue screen opens.
2. Input the Queue Profile:
   • Select Queue Type as Open Media.
   • Enter the Queue Name.
3. Configure the Skill Groups:
   • Select a template from the drop-down list.
   • Select Configure. The Skill Groups screen opens.
     Note: Ensure the group already exists in the MCX system.
   • Enter the Group Name in the search box and select the appropriate result.
   • Select the following options as needed:
     • Allow Overflow
     • Overflow on Logged Out
     • Push to Agent
   • Enter the following timing values:
     • Interflow Time
     • Overflow Time
       Note:

       • To reorder a group, click and hold the Drag icon (four horizontal lines), then move the group to the desired position.
       • To delete a group, click the Delete icon in the respective row.
   • Select Save.
4. Configure the MCX section:
   • Enter the following:
     • Reporting Number
     • User name
     • Hold requeue time (hh:mm)
   • (Optional) Select Email Chat Transcript.
     • If selected, enter the Email Address.
   • Enter the Priority.
   • Select the Business-hour schedule from the drop-down list.
   • (Optional) Select Generate statistics only within business hours.
   • (Optional) Select Use Queue Work Timer.
     • If selected:
       • Enter the Queue Work Timer (hh:mm:ss).
       • (Optional) Select:
         • Include Queue Work Timer in handling time
   • (Optional) Select:
     • Force entry of a Classification Code
     • Agent auto answer
   • Enter the following metrics:
     • Service Level goal (percentage)
     • Service Level time (hh:mm:ss)
     • Short handle less than (hh:mm:ss)
     • Short abandon less than (hh:mm:ss)
5. Save the Queue.
   • After completing all required sections, select Save.
   • The Open Media Queue is created successfully.

1. Select Add Queue. The Create Queue screen opens.
2. Input the Queue Profile:
   • Select Queue Type as SMS.
   • Enter the Queue Name.
3. Configure the Skill Groups:
   • Select a template from the drop-down list.
   • Select Configure. The Skill Groups screen opens.
     Note: Ensure the group already exists in the MCX system.
   • Enter the Group Name in the search box and select the appropriate result.
   • Select the following options as needed:
     • Allow Overflow
     • Overflow on Logged Out
     • Push to Agent
   • Enter the following timing values:
     • Interflow Time
     • Overflow Time
       Note:

       • To reorder a group, click and hold the Drag icon (four horizontal lines), then move the group to the desired position.
       • To delete a group, click the Delete icon in the respective row.
   • Select Save.
4. Configure the MCX section:
   • Enter the following:
     • Reporting Number
     • Phone number
     • Hold requeue time (hh:mm)
   • Enter the Priority.
   • Select the Business-hour schedule from the drop-down list.
   • (Optional) Select Generate statistics only within business hours.
   • (Optional) Select Use Queue Work Timer.
     • If selected:
       • Enter the Queue Work Timer (hh:mm:ss).
       • (Optional) Select:
         • Include Queue Work Timer in handling time
   • (Optional) Select:
     • Force entry of a Classification Code
     • Agent auto answer
   • Enter the following metrics:
     • Service Level goal (percentage)
     • Service Level time (hh:mm:ss)
     • Short handle less than (hh:mm:ss)
     • Short abandon less than (hh:mm:ss)
5. Save the Queue.
   • After completing all required sections, select Save.
   • The SMS Queue is created successfully.

1. Click to select the queue you want to edit or update.
2. Update the required sections as needed.
3. After updating, click Save.

   The Queue is updated successfully.

1. On the left navigation panel, click MiVoice Business.
2. Click Emergency Services.

1. Click Dialables.
2. Start typing a number for emergency calls, e.g., 911, 112.
3. Press Enter, Space, or add a comma (,) to add the number.

1. On the left navigation panel, click MiVoice Business.
2. Click Voice Gateway.

1. On the left navigation panel, click MiVoice Business.
2. Click Tools.

1. On the left navigation panel, click MiVoice Business. > Tools > User Data Report.

2. Click Generate.

3. Wait while the system processes the report.

   • Processing time depends on the size of the dataset.

   • If a report already exists, it is replaced by the new one.

4. After generation, the report appears with the following details:

   • Generation date and time

   • File size

1. Download the Report

   • Click the Download button next to the report.

   • The report will be downloaded in .json format.

• User identity
  Contains user-specific fields such as:

  • cloudLinkUserId
  • pbxUserId
  • extension
  • firstName, lastName
  • email
• Roles and templates
  Includes information about user roles and templates:

  • cloudLinkUserRole
  • pbxRole (ID and name)
  • userTemplate (ID and name)
• Organizational context

  Provides organizational grouping details:

  • location (ID and name)
  • department (ID and name)
• Services
  Lists services assigned to the user, with attributes such as:

  • serviceAlias
  • serviceLabel
  • hostedUserServiceTypeName
  • hostedUserServiceClassTypeName
• Phone configuration
  Each phone object includes:

  • Device type and number
  • Call handling settings
  • Network elements (networkElement and secondaryElement)
  • SIP capabilities
  • Hot desk settings
  • Voicemail settings
  • Group membership
  • Prime and privacy flags
• Voicemail
  If voicemail is enabled, configuration includes:

  • mailboxNumber
  • voicemailDeleteMessageTime
  • maximumVoicemailMessages
  • Email forwarding options
  • Embedded unified messaging (if applicable)

[
  {
    "accountId": "1b23d3a7-xxxx-xxxx-xxxx-06641d67a9fc",
    "cloudLinkUserId": "4ec1517d-xxxx-xxxx-xxxx-92f2e2c67f6f",
    "cloudLinkUserRole": "USER",
    "pbxUserId": "4196bbe7-xxxx-xxxx-xxxx-005056a26367",
    "firstName": "John",
    "lastName": "Doe",
    "email": "john.doe@example.com",
    "extension": "4198",
    "pbxRole": {
      "id": "24b6bdd0-xxxx-xxxx-xxxx-444c8ad73309",
      "name": "MiVB Entry (Ed. 2)"
    },
    "userTemplate": {
      "id": "ac04ec6a-xxxx-xxxx-xxxx-31d1969b5116",
      "name": "Default User Template"
    },
    "location": {
      "id": "a7f2c4d8-xxxx-xxxx-xxxx-15a8b7e6d9c3",
      "name": "New York Office"
    },
    "department": {
      "id": "85f1ab08-xxxx-xxxx-xxxx-0050569636d8",
      "name": "Engineering"
    },
    "services": [
      {
        "serviceAlias": "4198",
        "hostedUserServiceTypeName": "Multiline Set",
        "hostedUserServiceClassTypeName": "Phone Service",
        "serviceLabel": "Deskphone"
      },
      {
        "serviceAlias": "4198",
        "hostedUserServiceTypeName": "Acd Enabled",
        "hostedUserServiceClassTypeName": "NuPoint Voicemail",
        "serviceLabel": "Unified Messaging"
      }
    ],
    "phones": [
      {
        "deviceType": "genericSipPhone",
        "number": "4198",
        "macAddress": "",
        "prime": true,
        "callHandling": {
          "callHandlingDay": 1,
          "callHandlingNight": 1
        },
        "voicemail": {
          "active": false,
          "mailboxNumber": "4198",
          "voicemailMailboxType": "Extension"
        }
      }
    ]
  }
]

1. Click Create a schedule.

   • When no schedule exists, the “Create Schedule” button is visible.

2. Configure schedule options:

   • Interval: choose every 1 week, 2 weeks, 3 weeks, 4 weeks, or a custom number (e.g. every 12 weeks = quarterly).

   • Change interval unit: weeks or months.

   • If months are selected, you may either use the default “last day of the month” or specify any date you prefer.

3. Set day(s) or date:

   • For weekly schedules: pick one or more weekdays.

   • For monthly schedules: pick a specific date (or let “last day of month” apply).

4. Save the schedule:

   • Click Save.

1. Make changes to the schedule:

   • Change the frequency (interval) — e.g. from every 1 month to every 2 months.

   • Change the day(s) of week or the specific date for monthly schedules.

2. Save the updated schedule:

   • Click Save.

1. Click the Delete button.

   • This removes the existing schedule.

2. After deletion:

   • The schedule view reverts to the initial state: no schedule exists.

   • The “Create a schedule” button is shown.

   • User can create a new schedule if desired.

1. Click Create a schedule:
   • If no schedule exists, the Create Schedule button will be visible.
   • Click Create Schedule.

     

2. Set the Interval:
   • Under Interval, select Every 1.
   • From the interval unit dropdown, choose Month.

     

3. Set the Date:
   • When Month is selected, the system will automatically default to the Last day of the month (If it’s not selected by default, choose Last day of the month manually).
4. Save the Schedule:
   • Click Save to apply the scheduling configuration.
5. Delete the Schedule (if needed):

   

   • Click the Delete button next to the active schedule.
   • After deletion:
     • The scheduling panel will reset to its initial state.
     • The Create Schedule button will be shown again.
   • You can create a new schedule at any time.

• Select the Sync button next to the item you want to update.

• Select the checkbox before each Name you want to sync.
• Select Sync Selected.