Mitel Phone Manager Review: Professional Edition

Mitel’s simple solution for day-to-day efficiency

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Published: May 25, 2017

Rebekah Carter - Writer

Rebekah Carter

As the world of business communication and collaboration continues to grow and change, the solutions offered by top-name brands are evolving alongside it. Mitel Phone Manager is a new service offering provided by Mitel, a company known for their globally-renowned communication solutions.

Mitel Phone Manager simplifies day-to-day communication within a range of business spaces, from enterprises, to smaller companies, allowing users to have complete control over their telephone access. The Mitel Phone Manager solution comes in a range of packages designed to support different strands of the business environment. In this review, we’ll be taking a closer look at the features and benefits of the “Professional” version of Mitel Phone Manager.

As you read this review, please note that UC Today do not sell Mitel products, and the opinions expressed here are our own. We encourage you to share your own feelings and thoughts in the comment section below!

A Call Centre Management Solution

The “Professional” version of Mitel Phone Manager is a cloud-based service that builds on the many incredible features provided by Mitel Phone Manager Outlook. It’s designed to place a host of call-centre management features at the fingertips of the users, simplifying day-to-day communications with instant messaging, call transferring, and more.

Mitel Phone Manager Licenses

The overall “Mitel Phone Manager” service is available through three distinct tiers of licensing. These are “Outlook”, “Professional”, and “Team Leader”. Each license comes with its own range of distinct benefits and features designed to boost productivity and simplify communication and collaboration within the modern workplace.

Features and Applications

Mitel Phone Manager Professional comes with all the features of Mitel Phone Manager Outlook and then some. These applications are designed to simplify day-to-day office communications by giving users absolute control over their telephone solutions. This limits the need for training, and helps to improve efficiency in the call centre.

Some of the key features of Mitel Phone Manager Professional include:

  • ACD Agent management
  • UCD status control and notification
  • Integrated softkeys
  • Support for multiple toolbars
  • User customisation
  • First Party TAPI
  • Macros (VB scripting engine)
  • CRM support
  • API access

For businesses with in-house CRM solutions, the professional license integration tools available from Mitel can help them to make the most of their services.

Add-Ons

Mitel Phone Manager Professional can be upgraded with a host of different solutions from Mitel, including:

  • A Mitel Phone Manager Softphone (This requires a license on MiVoice Office 250)
  • Team leader license upgrades (Intended for professionals who manage a range of call centre staff)
  • MiVoice Office Call recorder (For instant playback of calls, and access to call histories)

What We Like about Mitel Phone Manager Professional

The modern contact centre demands a host of communication and collaboration services that are simple, effective, and easy-to-implement. Mitel Phone Manager Professional allows customers to gain absolute control over their MiVoice Office endpoints through their computer, and integrate with a range of CRM locations. Thanks to Mitel Phone Manager professional, call-centres can streamline telephony tasks, and eliminate the need for training. Some of our favourite features include:

  • ACD agent management: Mitel Phone Manager Professional gives companies a simple solution for seeing which groups they’re engaged with. You can change the status of each group instantly, and there’s no need to remember feature codes or hunt group numbers.
  • Soft Key solutions: To help you automate common tasks, Mitel Phone Manager Professional comes with 5 customisable soft keys included within the software. These options allow users to access their phone system feature codes and speed dials for easy, streamlined interactions.
  • CRM integration: Besides support for first party TAPI, a professional license for Mitel Phone Manager means that you can integrate with more than 15 of the most popular CRM solutions on the market. All you need to do is configure user login credentials to create instant pop-ups.
  • Toolbar Features: In the case of formal call centres, a range of customisable toolbars can be accessed with Mitel Phone Manager Professional to help each individual achieve the tools they need, while maintaining a standard interface across the business. Buttons can be assigned to specific numbers, as well as being used to launch applications, and access any of more than 100 different features within MiVoice Office 250.

Who is Mitel Phone Manager Professional For?

Ultimately, the “Professional” version of Mitel Phone Manager was designed for call centre organisations that need complete control over their telephone communications. As part of the overall phone manager system, Mitel Phone Manager Professional makes call-centre communications easier than ever, even when the organisation is made up of dozens of professionals. You can achieve everything you might get with the standard Mitel Phone Manager set-up, and then some.

What is it Compatible With?

To use Mitel Phone Manager Professional, your host system will have to meet with the following requirements:

  • OS: Windows 7, 8.1, or 10
  • OS: Windows Server 2008 R2, 2008 SP2, 2012, 2012 R2, or 2016
  • Minimum 1GB RAM
  • Intel Core Duo Processor or above
  • Minimum Direct V9 Graphics card with 120MB RAM
  • 5.2 .NET Framework
  • OU Active Directory Integration
  • Support for Terminal Service Environments

UC Today Opinion

In a world of constantly evolving contact centres and communication environments, Mitel Phone Manager Professional comes as a fantastic solution for organisations that need to stay ahead of the curve. This simple, but effective service allows you to make the most of your telephone communications, speeding up telephony tasks and reducing the need for costly training days. With MiVoice Office 250, you can also boost the overall efficiency of your company, and achieve total control over a range of applications for your entire business.

Have you experienced Mitel Phone Manager Professional for yourself? Let us know what you thought of the service in the comments below, or consider linking this review to your colleagues and friends so that they can join the discussion!

 

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