Mitel for Desk.com

Overview

• Cloud based UC tool embedded within Desk.com
• Browser and desktop platform agnostic (Windows, Mac, Linux)
• Mitel Call Control embedded within Desk – Answer, disconnect, transfer, conference, hold
• Automatic association of cases with calls and case screen pop on call transfers
• Call Recording Controls (Pause/Resume, Save/No Save) embedded within Softphone (for customers who have deployed Mitel Call Recorder)
• Click-to-play call recordings automatically associated with Desk cases (for customers who have deployed Mitel Call Recorder)
• Mitel Directory Integration with real-time telephony presence
• Click to Dial from within Desk user or ticket records
• Mitel Call Handling Mode control
• Workgroup Agent status control
• Last ‘n’ calls display for convenient reference and callback

Target Customers
Any company using Mitel (Version 13 and higher) and Desk.com

• Improve Customer Service
• Increase agent productivity and shorten response times
• Rich, integrated communications from a single application
• Powerful new tools to enable business process and employee performance reviews