For IT/Integrations/Mitel
Integration Live
Connect Mitel to real-time dashboards.
Effecta Connect reads your Mitel environment in real time and puts queues, service levels and agent status on wallboards, management screens and the Agent Dashboard. Your Mitel stays as it is; the screen for the floor and the manager is added, in your KPIs and your house style.
| Integration | real-time |
| Modules | Dashboards |
| Access | read-only account / API |
| History | via SQL or REST, on request |
| Forwarding | duty numbers via Shifts: on request |
What you can show
Every Mitel KPI, on every screen.
Many organisations with Mitel steer by feel or by yesterday’s report. The queue fills up on Monday morning, the complaints come in the afternoon and the figures arrive on Tuesday. Effecta Connect takes the real-time queue and agent data from your Mitel environment and puts it on a screen everyone understands: how many people are waiting, for how long, who is available and which department is open. You put widgets together yourself in the WYSIWYG editor, per queue, per team or per location, with thresholds and colour codes you set yourself. If the waiting time rises, the widget changes colour and the team leader gets a push notification. Historical trends over weeks and months are an add-on; with Mitel we look during the intake at which source is most suitable for that, for example an SQL database or a REST API you already have.
- Queues
- Service level
- Average waiting time
- Longest waiting
- Agent status
- Staffing per skill
- Opening hours per department
- History Add-on
How the integration works
Read-only account, connector, screen.
In words: Effecta Connect runs as a web application on a Windows server in your network, or in our hosting. The Mitel connector sits on that server. It logs in to your Mitel environment with a read-only account or API access and reads the real-time queue and agent data. Effecta Connect is a gateway: it stores no conversation data and changes nothing in your Mitel configuration. Only the users who log in are in the database, with name, email address and phone number. The screens run in the browser, with login via Entra ID and roles and permissions you manage yourself. If you have other sources besides Mitel, such as a CRM database or a planning tool with an API, they can go on the same dashboard through the SQL or REST connector. Exactly which accounts and network routes are needed is something we agree in the technical intake.
Shifts and Mitel
Forwarding of duty numbers via Shifts: on request.
Shifts schedules shifts and lets colleagues sign on and off with one tap. Automatic forwarding of duty numbers is currently available for Cisco UCCX. Want that on your Mitel environment too? Then we look at what it takes during the intake. More about Shifts
Requirements
- Read-only account or API access to the Mitel environment.
- Server that meets the system requirements (minimum 2 cores 3.2 GHz, 8 GB RAM, 100 GB storage, 1 Gbps, Windows Server 2012 R2 or later; recommended 4 cores, 16 GB, 250 GB, Windows Server 2016 or later) or our hosting.
- Domain name with SSL certificate.
- Optional: Entra ID app registration for single sign-on. All details at Security, GDPR and hosting.
For the problem owner
No new telephone exchange needed to be able to steer.
Your Mitel environment works, and replacing it is a project of months. What you are missing now is a view of the floor: who is calling, who is waiting, who is free. That does not have to cost a migration. Effecta Connect puts a screen on top of what you have, set up around your service standards and your departments. The team leader sees at a glance where the bottleneck is, the agent sees the same on the Agent Dashboard, and the manager gets the overview across all locations. You pay per dashboard, not per user, and you manage it yourself without technical knowledge. With a Proof of Concept on your own data you see within a few weeks whether it fits, before you decide anything.
Want to look at the module itself first? More about Dashboards
More about the Mitel integration
Mitel contact centre dashboard: from telephone exchange to management information.
For many organisations, a Mitel contact centre dashboard is the first time telephony becomes visible outside the admin console. Mitel is often the exchange for the whole building: reception, service desk, departments and one or more queue groups for customer contact. Each of those groups has its own team leader with their own questions, but the same source. Effecta Connect reads that source once and creates a separate screen per group, without anyone having to work in the Mitel configuration.
That also makes it a suitable starting point for organisations that are not yet ready for a full contact centre. A service desk with four employees benefits just as much from a queue widget and an opening hours indicator as a customer contact centre with forty. The difference is in the size of the dashboard, not in the technology behind it. And if the organisation grows, the screen grows with it.
Mitel real-time: what you see and what you do with it
Mitel real-time data answers the questions of the moment: how many callers waiting, for how long, who is available and which group is open. Based on that you set thresholds that make the screen change colour and send the team leader a notification. History for the weekly report is arranged through a source that is usually already there, such as an SQL database. Want to see how this works on your Mitel? View Dashboards first or book a demo straight away.
See how it runs on your Mitel?
A Proof of Concept is usually sorted in an afternoon. We do the configuration.
- No conversation data stored
- No vendor lock-in
- Data processing agreement as standard