9 City of Kalespell RFP UCaaS System Specs and DetailsLAN Cloud Connect Mitel MiVoice Business Solution
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Business Communications Solutions
UCaaS Overview
May 31, 2023
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TABLE OF CONTENTS
EXECUTIVE SUMMARY .................................................................................................................... 3
MANUFACTURER INFORMATION ................................................................................................... 6
SOCIAL RESPONSIBILITY .................................................................................................................. 8
BUSINESS COMMUNICATIONS SOLUTION .................................................................................... 11
FEATURES & FUNCTIONALITY ....................................................................................................... 17
COMPLIANCE ................................................................................................................................. 33
INTEGRATION & COMPATIBILITY .................................................................................................. 35
RESILIENCE AND AVAILABILITY ..................................................................................................... 36
LICENSING ..................................................................................................................................... 39
SERVICE SUPPORT & SOFTWARE ASSURANCE .............................................................................. 41
IMPLEMENTATION ........................................................................................................................ 48
TRAINING ...................................................................................................................................... 58
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EXECUTIVE SUMMARY
MiVoice Business via LAN Cloud Connect Subscription
The evolution of what encompasses business communications has permanently altered the way
companies interact with employees and customers. A limited, one size fits all communication platform
has made way for a more diverse, flexible landscape that delivers a variety of tools and solutions to
enhance workplace performance. While companies still want and need reliable, clear voice capabilities in
their communications arsenal, they also need adaptable, real-time communications capabilities that
enable connectivity with employees and customers on any device from any location.
Today, migrating communications to a cloud
platform and using cloud-enabled applications is
more widely adopted, Unified Communications (UC)
improve efficiency, reduce costs, enable more
productive employee engagements and enhance
customer experiences.
MITEL UNDERSTANDS YOUR BUSINESS
COMMUNICATIONS CONCERNS
Expense
Many Government Organizations still have sizeable
investments in their older and legacy communications systems, so it may seem less appealing or feasible
to re-allocate those investments or shore up new capital for a communications overhaul. Yet maintaining
the status quo by operating on an outdated system is not good for the overall health and well-being of
your business. Leveraging your existing communications platform to transition to a cloud-enabled
software suite that can be implemented on any network, platform or infrastructure provides the most
cost-effective solution.
Flexibility
The freedom to choose the communications solutions that are best for your business is critical. Only you
fully understand how your business functions and what communications needs are most critical to
optimize functionality. The ability to choose how and when to utilize solutions customized to the needs
of your business and industry is a crucial component of any modernized communications system.
Mobility
As the ways Government Organizations communicate evolve, so must their communications systems. The
growing mobile workforce presents challenges for Government Organizations of all sizes. Utilizing a
communications platform with tools that enable an in-office experience on any device from any location
enhances effective collaboration and increases productivity.
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COMMUNICATION SOLUTION: MiVoice Business via LAN Cloud Connect Subscription POWERED BY
MITEL
The building blocks for a flexible, real-time communications system allow employees to stay connected
with each other and customers regardless of their location or device. Mitel’s MiVoice Business through
LAN Cloud Connect Subscription offers a complete, tailorable solution that streamlines and modernizes
the way Government Organizations communicate. For Government Organizations that want their
communications platform to incorporate a variety of applications into one system, with tools for
communication and collaboration, offer cohesive contact center solutions and integrate with third party
systems, MiVoice Business through LAN Cloud Connect Subscription checks all these boxes.
Government Organizations operate better when
communications work better. MiVoice Business
through LAN Cloud Connect Subscription
harmonizes communications across blended
environments. Delivering a seamless
communications platform with applications and
tools for voice, mobility, unified messaging,
presence, conferencing and collaboration, MiVoice
Business via LAN Cloud Connect Subscription is a
cloud system that can work with any infrastructure,
platform or network enabling more timely and
efficient business communications. Customized functionality based on job function, personal preferences
of external communication needs, mobility and other role-based factors, MiVoice Business through LAN
Cloud Connect Subscription features a comprehensive Unified Communications (UC) set that optimize
both employee and customer experiences.
MiVoice Business through LAN Cloud Connect Subscription Voice Capability
Voice capabilities will always be a fundamental element of any business communications system.
Although communication preferences have evolved to include more messaging and video features, voice
capabilities have evolved too. MiVoice Business through LAN Cloud Connect Subscription voice
capabilities offers Government Organizations an easy to use suite of products and software that enhances
both employee and customer experiences.
With flexible deployment options, MiVoice Business through LAN Cloud Connect Subscription can be used
by Government Organizations of various sizes on a single site or multi-site network. MiVoice Business
through LAN Cloud Connect Subscription voice capabilities adhere to Mitel’s mobile-first philosophy by
providing an integrated UC platform that enables remote working and teamwork. Utilizing features like
mobile twinning, hot desking and synching desk with mobile phones, users can transition easily from
mobile to desk as needed. In addition, dynamic extensions allow employees to choose up to eight different
devices, regardless of type, to function as their desk phones, with all the numbers collapsing into one and
ultimately providing a single identity through the business. Other voice capabilities of MiVoice Business
through LAN Cloud Connect Subscription include unified messaging, enhanced call screening and
embedded conferencing.
MiVoice Business through LAN Cloud Connect Subscription Collaboration Capability
Mitel understands the way employees communicate has changed, which is why the MiVoice Business
through LAN Cloud Connect Subscription platform provides a single point of access to capitalize on the
power of successful collaboration. Utilizing MiCollab with MiTeam Meetings, Government Organizations
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can provide employees with all the tools they need to effectively communicate and collaborate in real-
time regardless of location or device with a unified experience.
MiVoice Business through LAN Cloud Connect
Subscription collaboration capabilities allow
employees to easily engage via voice, chat and
video across teams, locations and organizations
providing for more efficient decision-making and
improving work quality and productivity.
Implementing features like multi-party video
conferencing, individual and group chat with the
ability to save and recall information by person,
project and subject in various formats all from a
single screen means employees can communicate
quickly, easily and securely from anywhere with
MiCollab and MiTeam Meetings collaboration tools available on the MiVoice Business through LAN Cloud
Connect Subscription platform.
MiVoice Business through LAN Cloud Connect Subscription Call Center Capability
Just as the workforce of today has become more mobile and dispersed, so has the customer base. Today’s
customers desire a seamless communications experience across a variety of devices, which is exactly what
the MiVoice Business through LAN Cloud Connect Subscription Contact Center delivers.
Built to accommodate a range of 50 to 1,200 agents, the MiVoice Business through LAN Cloud Connect
Subscription Contact Center features cloud-enabled chat tools, along with virtual agent and virtual agent
assist to deliver a more efficient mode of customer communications. These tools enable customers self-
service and resolve some contact center solutions on their own. In addition, for those times when self-
resolution is not possible, the chat tools gather valuable customer information prior to forwarding to a
live agent, which enables more productive customer interactions and improves employee efficiency.
MiVoice Business through LAN Cloud Connect Subscription Contact Center also enables Government
Organizations to extend their contact center functionality to remote agents while still maintaining real-
time monitoring of engagements. In addition, MiVoice Business through LAN Cloud Connect Subscription
Contact Center features file sharing between customers and agents, with readily available access to real-
time performance metrics to optimize individual and group performances.
WHY MITEL
It’s Mitel’s mission. Delivering solutions that allow Government
Organizations to communicate and collaborate securely across
devices and locations is our focus each and every day. Developing the
technology, tools and applications that Government Organizations
need to adapt, evolve and grow is the at foundation of what we do
and who we are. Providing end-to-end solutions for our customers to
implement that optimize functionality and efficiency with their
communications enables a customizable digital transformation that
sets our customers apart from their competitors.
Source: Mitel
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MANUFACTURER INFORMATION
Mitel Corporate Overview
Mitel is a global leader in business communications with a broad portfolio offering world-class
communications, collaboration, and contact center solutions. Organizations will benefit from the
flexibility and choice they need to thrive, both today and as they move into the future. Mitel is a leader in
the UC space with over 35 million global users across 100 countries, including more than 7 million cloud
users worldwide. Mitel enables Government Organizations to connect and collaborate seamlessly,
providing innovative ways for employees
to communicate anywhere, at any time,
and over any device.
Mitel’s strategy promotes flexibility and
choice that enables customers to select
the communications technologies that
meet their unique business needs. Work
looks different today. Where we work,
how we work, and the ways we connect
have changed, and they’re still evolving.
Organizations are more reliant on
technology and collaboration than ever. Aligning technology with core business needs naturally means
change and one size doesn’t fit all. Mitel’s future-proof communications ensure the future of work is
flexible and the experience is driven by customer choice – Mitel is the one to deliver it. Mitel’s ability to
offer customers a comprehensive portfolio of home-grown complementary and interoperable solutions
makes it a provider of choice for Government Organizations everywhere.
What makes Mitel unique is its pragmatic approach to innovation. While every business will eventually
migrate to the cloud, they will do so at different rates and in different ways. Mitel provides
communications platforms that help organizations maximize productivity today while preparing them to
capture the benefits of emerging technologies tomorrow. Singular in its ability to offer this style of
investment protection to Government Organizations, the flexibility to choose on-premises perpetual or
subscription deployment models, or migrate to their cloud of choice, private/dedicated, public, or a hybrid
approach when their requirements change later, is fundamental to Mitel.
Mitel facilitates business transformation, not hinders it. With open and flexible architectures, Mitel
connects people, devices, and data in ways that unleash employee productivity for Government
Organizations. Leveraging software integrations from simple to complex and across vertical industries,
Mitel helps Government Organizations outperform their competition by extending communications to
remote and deskless workers, delivering tighter collaboration across geographies and time zones. To do
this, Mitel partners with global technology leaders like Google and AWS to accelerate innovation while
enjoying the scale, security, and reliability their platforms guarantee.
Mitel delivers technology solutions to Government Organizations through technology experts and local
service with the support, talent, and professionalism of more than 4,000 channel partners, Value Added
Resellers, Systems Integrators, and Service Providers that understand your business to provide services
that range from planning and design to implementation and support. Many of these partners have served
customers alongside Mitel for more than 40 years.
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Bringing together industry-leading communications and collaboration technology, global technology
partners, and thousands of local partners, Mitel helps keep customers current with technology trends,
fortifying their communications strategies so they can capitalize on future opportunities. Together with
our partners, Mitel serves some of the biggest and most respected brands in the world, including Coca
Cola, Major League Baseball, Louvre-Lens Museum (France), Carlsberg, and the Rock and Roll Hall of Fame.
Financial Strength, Growth and Market Leadership
In a marketplace that continues to evolve
and transform rapidly, Mitel has a track
record of successful business integrations
and strong cash flow generation. Mitel is
built on a strong, profitable financial
foundation with annual revenues topping
US$1.3B.
In addition to maintaining a solid financial
foundation, Mitel continues to grow its
global market share. Mitel leads in the UC
space, ranking in the top 3 in market share
in more than 10 major markets, with 35 million global users.
Mitel’s ability to remain relevant and current is due, in part, to the breadth of experience gleaned from
nearly 50 years of service to Government Organizations of all sizes in every sector all over the world.
Today, customers equipped with end-to-end technology solutions and the choice of multiple deployment
options are ready for what the future may hold because of the trust they have in Mitel products and
services. Powering their connections since 1973, Mitel is committed to helping people connect by making
communications and collaboration seamless.
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SOCIAL RESPONSIBILITY
Mitel Corporate Social Responsibility
Conducting business operations involves more than just a myopic focus on expenditures and revenues. At
Mitel, we recognize our actions and operations impact all aspects of society. Consequently, we have
developed a Code of Business Conduct (CBC) that clearly outlines the way we conduct business. The CBC
defines our responsibility and commitment to our customers, employees, shareholders and the global
community at large.
Ethical Business Conduct
Mitel’s business is governed by many laws: provincial, state, federal and international. Compliance with
the letter and spirit of these applicable laws is fundamental to ethical business conduct. Yet, ethical
business conduct expands beyond the boundaries of compliance; requiring Mitel employees, officers,
directors, contractors and agents to always be concerned about the impact of their actions on all
interested parties in the communities in which they live and work.
Mitel recognizes and accepts fully its obligations to the countries and communities where we conduct
business. Our commitment to acting ethically and responsibly in the international business community
includes:
• willingly complying with all applicable laws and regulations;
• seeking to protect the environment and promote environmental concerns;
• assisting and participating in worthy educational and social programs in the communities
where Mitel conducts business.
Mitel employees, officers and directors conduct their dealings with public officials in any country with
integrity, and in a manner that will not tarnish the reputation of the official, Mitel, the Mitel employee,
officer or director. Even the appearance of impropriety is not acceptable. Our employees are required to
undertake annual training on the CBC, which includes training in anti-corruption and anti-bribery, as well
as certify understanding of and compliance with the CBC.
Diversity, Equity and Inclusion
Everything Mitel does aligns to our company values ... Growth, Innovation, Collaboration, Trust and
Respect. Diversity, Equity and Inclusion (DE&I) is an example of how we embody these values. We want
Mitel to be representative of the world we live in, the communities we serve and the customers and
partners with whom we do business.
How Mitel supports DE&I
• Foster an environment where everyone is welcomed and heard
• Educate employees on all aspects of DE&I, including unconscious bias
• Created a Global Citizens Day
• Reduce bias in our hiring and promotional practices
• Create workspaces, programs and policies in support of DE&I
• Acknowledge global religious holidays and/or cultural events
Employee Relations
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Mitel is an equal opportunity employer. Mitel, by and through its management, makes all employment
decisions based on merit and without discrimination on any prohibited ground, including, but not limited
to, gender, age, race, religion, place of origin, sexual orientation, marital status, family status, physical or
mental handicap.
In addition, we expect our employees to create a workplace based on fair treatment and mutual respect.
Mitel does not tolerate harassment perpetrated by or against an employee, contractor or agent of Mitel,
including, but not limited to, verbal harassment, visual harassment, physical harassment or sexual
harassment. Any manager who receives information about alleged harassment or discrimination is
required to immediately report it to Human Resources. All claims will be investigated through the
appropriate channels, so management can take appropriate corrective action if warranted.
Labor and Human Rights
Mitel complies with human rights, worker safety and child labor legislation; and only works with contract
manufacturers who support these values. More specifically, as part of Mitel’s supplier assessment
procedure, Mitel reviews the following standards with its contract manufacturers:
• compliance with local labor, health and safety laws;
• health and safety training for employees;
• company policy to employ only those above 18 years of age; and
• policy to prohibit all forms of abuse.
All four Mitel contract manufacturing suppliers do have corporate policies in place that support social
responsibility.
Environment
Mitel is committed to protecting the environment. Employees are required to comply with all applicable
environmental protection legislation. Violation of environmental protection laws, even if unintentional,
can result in severe penalties to Mitel and/or the employees involved. Employees must report any
circumstances where toxic substances are spilled or released into the environment immediately to the
Global Business Ethics and Compliance Office or the Legal Department. In addition, employees are urged
to reduce, reuse, recycle and participate in recycling programs implemented at Mitel work sites.
Supply Chain
Mitel believes in the importance of gathering key information on the companies that we do business with
before engaging with them. Through our quality group, Mitel conducts a comprehensive, multi-tiered
appraisal of our key suppliers to assesses their compliance with the quality standards and processes that
are typical in our industry. This includes a review of their compliance with labor, environmental and
conflict mineral laws, their adoption of global ISO standards and their commitment to policies promoting
strong company ethics.
Mitel is committed to ensuring we conduct our business in a way that supports the prevention of modern
slavery and human trafficking, including through our supply chain. We strive to ensure that our business
and supply chain reflect our values, which include the respect for human rights and belief that everyone
should be treated with dignity and respect. We continuously aim to improve our practices to combat
modern slavery and human trafficking; as well as work with and encourage our suppliers to uphold these
principles. More specifically:
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• Mitel has a Code of Business Conduct and a Global Ethics and Compliance Hotline. Our Code
of Business Conduct establishes ethical business conduct as critical to our business and our
expectation of compliance with applicable laws. It enables and encourages employees to
escalate any violations of which they become aware. Annual, monitored training is provided
to all Mitel employees to reinforce these principles and expectations and the awareness of
our Code of Business Conduct in general.
• While all Mitel employees are required to respect the principles on human rights and labor
standards pursuant to our Code of Business Conduct, we additionally would not continue to
purchase goods or services from any supplier that is found to be engaging in human
trafficking or using slave labor or that would otherwise refuse to comply with the
requirements at stake.
• Our main manufacturing suppliers are all members of the Electronics Industry Citizen
Coalition (EICC) and, as such, have agreed to follow the EICC Code of Conduct. The EICC
Code of Conduct establishes standards to ensure that working conditions in the electronics
industry supply chain are safe, that workers are treated with respect, and dignity and that
business operations are conduct ethically.
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BUSINESS COMMUNICATIONS SOLUTION
About MiVoice Business through LAN Cloud Connect Subscription
MiVoice Business through LAN Cloud Connect Subscription is the foundation to a flexible, real-time
communications solution designed to meet the needs of Government Organizations from five to 130,000
users and the flexibility to choose the deployment model that suits you – premise to cloud, Public, Hybrid,
or Private, by subscription or a traditional upfront CapEx model. MiVoice Business through LAN Cloud
Connect Subscription Subscription uses the exact same, easy-to-use features and functionality as MiVoice
Business through LAN Cloud Connect Subscription which delivers a complete communication,
collaboration, and customer experience solution that ensures employees feel connected regardless of
whether they are in the office or working at home.
MiVoice Business through LAN Cloud Connect Subscription has many features that complement Unified
Communications (UC) solutions including:
• Single Enterprise Identity
• Dynamic Extension
• Single Number Reach
• Hot Desking
• Teleworker
• Flexible Deployment
• Auto-Attendant
• Flexible Day/Night Mode
• Call Routing
• Unified Messaging
• Flexible Music On Hold
• Enhanced Call Screening
• Embedded Meet Me Conferencing
MiVoice Business through LAN Cloud Connect Subscription enables you to optimize mobility to ensure
you stay connected. Our out of the box communications and seamless collaboration tools simplify the way
Government Organizations talk, meet and share information. Mobile First, the MiVoice 6900 IP Phone
series boasts exceptional HD audio quality, one-touch Bluetooth pairing, and seamless integration with
your mobile phone.
The inherent UC features of MiVoice Business through LAN Cloud Connect Subscription are further
complemented by the advanced capabilities of the MiCollab solution. The broad set of MiCollab
applications includes UC desktop and mobile client, unified messaging, speech-enabled auto attendant,
mobility, teleworking, sophisticated video conferencing with MiTeam Meetings, and contact center to
power customer experience; and business reporting.
For daily system administration, MiVoice Business through LAN Cloud Connect Subscription includes tools
that simplify installation, configuration and administration. An administrator can maintain a multi-
platform MiVoice Business through LAN Cloud Connect Subscription solution from a Web browser as if it
was a single platform solution. System changes can be synchronized automatically throughout the
solution, and management control and tasks can be delegated across the organization rather than relying
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on a centralized point. Role-based templates and Active Directory integration can save administrators
considerable time and simplify large deployments.
MiVoice Business through LAN Cloud Connect Subscription Controllers
MiVoice Business through LAN Cloud Connect Subscription is built upon Mitel’s legacy proprietary
architecture delivering sophisticated call management, applications, and desktop solutions to
Government Organizations. Mitel delivers a highly scalable, resilient, and robust call control that fully
utilizes the power of IP while fully supporting the traditional TDM-based telephony for legacy devices and
PSTN connectivity.
Benefits
You are in control - with a dedicated instance hosted in your own private cloud, the public cloud or as an
on-premise solution, you get maximum flexibility to create your own communications environment with
full control over upgrade and maintenance windows. Differing service plans delivers the flexibility to mix
and match user levels, allowing you to easily adapt to changing employee needs or growing business
demands.
The core call control features are the same regardless of the hardware platform, and functionality, such
as trunk support can be provided through field-installed modules for some of these platforms. This
hardware commonality ensures that as the business grows, the majority of your investment is protected
when a controller chassis is upgraded.
With the ability to scale with multiple nodes, MiVoice Business through LAN Cloud Connect Subscription
is capable of clustering to create a logical system with up to 130,000 devices.
MiVoice Business through LAN Cloud Connect Subscription: TDM, VoIP and SIP Integration
MiVoice Business through LAN Cloud Connect Subscription supports digital, analog, Voice over IP (VoIP), Session
Initiation Protocol (SIP), Digital Enhanced Cordless Technology (DECT) and third party phone integrations.
Mitel offers the industry’s most comprehensive portfolio of IP desktop devices. Designed with ergonomics
and modern office aesthetics in mind, they provide users with intuitive access to the feature-rich
telephony and advanced desktop applications enabled by the MiVoice Business through LAN Cloud
Connect Subscription platform.
Within the Mitel IP desktop portfolio are a range of affordable entry-level IP phones, applications-rich IP
phones, and sophisticated desktop devices such as Mitel Gigabit Ethernet.
Mitel 6900 IP Series Phones Overview
The Mitel 6900 IP Phone Series is a powerful suite of desk phones with crystal clear audio, advanced
features and a range of accessories to improve productivity and mobility in today’s modern business
environment.
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Mitel 6900 Series Family of IP Phones
Expansive Accessories
The 6900-series phones are enterprise-grade devices that combine ergonomics with modern design. With
choices of basic, standard, or premium features that include USB connectivity for headsets and
accessories, Bluetooth 4.1 support, and a native integrated DHSG/EHS headset support can allow users
the freedom to move easily between offices or desks while maintaining their focus. The Graphical User
Interface (GUI) is a high-resolution, color display providing access to robust applications, such as Picture
ID, contact avatars; and searchable contacts for a personalized communications experience.
As a home office worker, you can benefit from advanced features like seamless Bluetooth audio
integration using your desk phone audio for PC video collaboration meetings (MiTeam Meetings,
MiCollab, Microsoft Teams, Zoom, etc). PCLink IP phone support for PC audio and MobileLink pairs by
Bluetooth to manage IP and cellular network calls from a desk phone, bridging the gap between the two
devices. MiCollab meeting center and One-Touch Join (OTJ) meeting will automatically connect to a
meeting that is about to start, eliminating the need to look up the meeting call-in number and access
code. An optional fully integrated DECT headset will give you the flexibility to untether and move about
while conversations remain private and noise cancellation filters unwanted background noise.
Customers will also benefit when users can take full advantage of being mobile in the workplace. Users
can pair mobile phones with the Bluetooth interface to easily transition active calls between desk phones
and mobile devices. Enterprise mobility increases productivity and saves companies money. Mitel’s
portfolio of 6900 phones will improve employee satisfaction, increase loyalty and drive greater
productivity.
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Mitel’s 6900 Series Phones will deliver flexibility and productivity for today’s mobile workforce (shown
6930 IP Phone and MiCollab Mobile Client).
First-of-their-kind, Mitel developed an IP business phone for power users in shared workspaces. The Mitel
6920t and 6930t IP phones are built with revolutionary plastics, an antimicrobial technology by BioCote®.
The treated plastics, including the cord, are made with a silver-based compound that inhibits certain virus
and bacteria growth on the surface by up to 99.9 percent.
The handset is a smooth exterior that is easy to clean and the cord is hardwired to eliminate a jack
receptacle where dirt and grime can build, facilitating a more hygienic device.
Mitel applied a "shield" icon on both the phone and handset to identify the antimicrobial treated models.
Ray Baum’s Act Compliance
Specifically for the US market, to provide compliance with the regulatory requirements for emergency
services location identification (Ray Baum’s Act), Mitel offers support for the HELD protocol, Geolocation
Headers, Location Information Server (LIS) interop with Redsky and Intrado, as well as Teleworker location
change identification reporting.
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Mitel 6900w Series IP Phones
(L to R) 6920w, 6940w and 6930w IP Phones
There’s no denying the way we worked pre-Covid has changed business and significantly impacted how
we connect and collaborate today, post-Covid. Government Organizations are faced with a shift between
the balance of working from home and in-office spaces in a typical work week. Face-to-face meetings have
been replaced by PC-based video collaboration in a preferred and efficient home office setup, while in-
office spaces are being consolidated into more shared workspaces. With this shift, workers choosing
between home and office are having to manage multiple modes of communication and collaboration in
their daily work routine which is posing some challenges.
Mitel 6900w series IP Phones – 6920w, 6930w, and 6940w were designed to uniquely address these
challenges making them an ideal collaboration companion for the home and in-office work environments.
They provide all the same features and benefits as their existing equivalents – 6920, 6930, and 6940 IP
Phones – the same display sizes, the number of buttons and the well-known telephony features. What
sets these three models apart is Mitel’s first-of-their-kind PCLink feature. PCLink allows you to connect
your phone to your PC via Bluetooth turning your phone into a high-quality audio device for PC-based
video collaboration. PCLink enables you to seamlessly pivot between PC collaboration and phone calls on
a single device. The IP Phones offer maximum deployment flexibility with built-in Wi-Fi and wired Ethernet
network connectivity options for home and in-office environments.
Mitel 6920w IP Phone
Mitel’s 6920w IP Phone is designed for users who want a
modern design, as well as a phone that is flexible and delivers
a high-quality communications experience. The 6920w
provides flexible network connectivity options including wired
ethernet and built-in Wi-Fi, which allows for easy installation in
work-at-home and corporate environments.
The 6920w features PCLink which turns the phone into a high-
quality audio device for PC-based video collaboration. PCLink
enables seamless handling of both phone calls and PC audio
through a single easy-to-use device. With PCLink, users do not
have to use two separate audio accessories, one for phone and
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one for PC. All communications are managed by the 6920w and allows users to work hands-free using the
speakerphone or optional attached Mitel H-Series headset.
In addition, the 6920w IP Phone features MobileLink, which provides seamless mobile device integration
by marrying mobile phone call audio with both contact and call log information with the desktop phone.
Calls to the mobile phone can be answered on the 6920w just like any other call leveraging the superior
audio performance and ergonomics. Mobile phone contacts and call history automatically synced with
the 6920w allowing access to the same information on either device. A powered USB port suitable for
charging a mobile phone is also built into the 6920w.
The 6920w provides Bluetooth and USB headset support. It features an analog headset port that provides
dual support for DHSG and modular 4-pin headset connections.
See Attached Brochure for Features and Specifications Open Standards Design and Approach
MiVoice Business through LAN Cloud Connect Subscription uses an open standards approach to design
proprietary technologies for customers. MiVoice Business through LAN Cloud Connect Subscription allows
City of Kalispell to choose the hardware and UC components, which fit best for the current and future
growth of the business. MiVoice Business through LAN Cloud Connect Subscription provides integration
with several deployed back office applications, including email, presence and instant messaging (IM)
engines, and customer relationship management (CRM) solutions.
Standards Based Architecture
Adhering to industry standards, MiVoice Business through LAN Cloud Connect Subscription enables City
of Kalispell to leverage existing business infrastructure; and provides a smooth transition to a network-
centric communications model. The core call control features and functionality of MiVoice Business
through LAN Cloud Connect Subscription are the same regardless of the hardware platform or solution
deployment model. The features operate virtually across any LAN / WAN infrastructure. With native
support for legacy networking standards such as, Q.SIG and DPNSS, in addition to digital trunking
protocols for central office (PSTN) access, MiVoice Business through LAN Cloud Connect Subscription
offers City of Kalispell the ability to retain existing investments while delivering the advantages of a
converged communications infrastructure.
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FEATURES & FUNCTIONALITY
MiVoice Business through LAN Cloud Connect Subscription Provisioning
Administrators can quickly create and provision new employees with pre-formatted, departmental role-
based templates. Employee information is synchronized automatically across all other MiVoice Business
through LAN Cloud Connect Subscription solutions in the network, ensuring database reliability
Using integration with Microsoft Active Directory, administrators can configure a user once in the Active
Directory; the user will then automatically be configured within MiVoice Business through LAN Cloud
Connect Subscription. City of Kalispell will benefit from this integration by saving time and complexity on
larger deployments.
Active directory integration can offer your company these benefits:
• Improved risk mitigation: Active directory integration allows you to add or revoke user
access instantly, across your whole network. The simplicity and speed with which access can
be adjusted will enhance your agility against security threats.
• More efficient scaling: Active directory integration lets you control access to services from a
centralized user database. You're therefore better positioned to stay on top of your core
business, regardless of workforce size or operational complexity.
• Streamlined network administration: Active directory integration better equips your team
to manage users, groups, and the resources they need to perform effectively.
MiVoice Business through LAN Cloud Connect Subscription Hot Desking Across Clustered Networking
Mitel Hot Desking works across clustered networks, allowing users to log on to any hot-desk phone in the
cluster. Upon login, the handset is redirected to the user's host call control platform. Since hot-desk users
are at the IP level, the feature operates transparently across LAN, WAN, or Wi-Fi (with Mitel wireless
phones).
MiVoice Business through LAN Cloud Connect Subscription UC Embedded Features
The embedded features of MiVoice Business through LAN Cloud Connect Subscription complement many
unified communications solutions including:
• Mobility – Dynamic Extension: MiVoice Business through LAN Cloud Connect Subscription
has an embedded Dynamic Extension solution that allows users to select up to eight
different devices or numbers to act as their answer point. By grouping multiple devices
together under the same user number, all the phone numbers are effectively collapsed into
one, so callers can reach users regardless of which number they call.
• Mobility – Hot Desking: Hot Desking enables employees to log onto any designated phone
located at any office. All calls are routed to the device they are logged into so callers can
always reach them by dialing their office extension.
• Unified Messaging: Employees can access messages from anywhere with an integrated,
fully-featured voice mail system, unified messaging, and an automated attendant.
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MiVoice Business through LAN Cloud Connect Subscription Hot Desk Features
Once logged in, hot desk users can access the usual MiVoice Business through LAN Cloud Connect
Subscription features as well as those listed below.
Feature Description
Callback with
Destination — Dynamic
Extension
External Hot Desk users dial into MiVoice Business through LAN Cloud
Connect Subscription and enter the number they want to call then hang up.
MiVoice Business through LAN Cloud Connect Subscription will call the user
back and connect the previously entered destination number to the user. This
lowers the call charges from external users and utilizes any preferential tariffs
the centralized office may have.
Callback with Dial Tone
— Dynamic Extension
External Hot Desk users dial into MiVoice Business through LAN Cloud
Connect Subscription and enter the number they want to call then hang up.
MiVoice Business through LAN Cloud Connect Subscription will call back and
present a dial tone, so the user can dial directly from the corporate network.
Caller Recognition Allows External Hot Desk users to be verified automatically when dialing into
the MiVoice Business through LAN Cloud Connect Subscription system.
Supports various levels of security and trust. The trusted recognition service
works on City of Kalispell-specified trunks to ensure only valid users are
allowed into the system. SIP trunks can be specified as trusted entry points.
External Hot Desk PIN
Lockout
If three failed attempts are made within five minutes to log in to an External
Hot Desk account, MiVoice Business through LAN Cloud Connect Subscription
will lock the account for a period of time.
Provide Internal Caller
ID to External Hot Desk
When an internal device is calling an external Hot Desk user, this feature will
provide the internal destination name along with the extension name. This
capability is configured via Class of Service.
External Hot Desk
Silent Monitor
Allows External Hot Desk users to be monitored through the standard silent
monitor feature.
MiVoice Business through LAN Cloud Connect Subscription SIP Phone Hot Desking
SIP devices programmed with the ability to interface with MiVoice Business through LAN Cloud Connect
Subscription can support Mitel Hot Desking functionality as follows:
• If a user who is already logged in wants to use a different device, the server automatically
will log the user out of the first device then log into the second.
• The hot desk user’s message-waiting information and call history is reported to the SIP
device upon login. The SIP device software will react to this information.
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• When logged in, zone information for the device will be available and honored in emergency
calling and bandwidth management scenarios. This also ties in with PIN-hardening features,
such as user lockout prompted by repeated invalid PIN entries.
• Device resiliency behavior will remain in line with the device’s inherent resiliency options.
• SIP devices register with MiVoice Business through LAN Cloud Connect Subscription through
a unique directory number (DN) and consume a user license.
• A SIP device with appropriate software support initially will provide users with a login
prompt. If service is required on the SIP device prior to login, a DN can be configured on the
SIP device and an additional license consumed.
• SIP devices will be redirected to the node hosting the hot desk user.
MiVoice Business through LAN Cloud Connect Subscription User Features
The following table summarizes the User Features of MiVoice Business through LAN Cloud Connect
Subscription. The third column indicates which features are supported by resiliency. If N/A is listed, this
indicates that the feature is not specifically related to resiliency or a resilient device. However, the feature
will work on the system.
Feature Description Resiliency
Support
Add Held With Add Held, the user can perform the following actions:
Move a call on Hold to another line
Form a conference with a call on Hold
Add a call on Hold to an existing conference
Yes
Advice of Charge
This feature allows the caller to determine the cost of a toll
call.
Yes
Attendant
Bulletin Board
All Mitel 5550 IP Consoles on the system that has a network
connection share a bulletin board. The Attendant Bulletin
Board provides a place for users to post information (for
example, speed dial numbers) for other attendants.
Yes
Audio Files
Update
With this feature, users can download an audio file and use it
as an embedded Music on Hold (MoH) source, an auto-
attendant system greeting, a Recorded Announcement Device
(RAD) greeting, and so on.
No
Broker’s Call The feature allows the user to suspend a telephone call
temporarily to originate a new one. Once the new call has
been established, the user can alternate between the two
calls.
Yes
Busy Dial Through
Upon encountering a busy condition, the user can dial a
feature access code sequence.
Camp-on: Yes
Callback when on
secondary or
callback
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destination on
secondary: No
Calculator This feature allows the telephone to operate as a basic four-
function calculator through its keypad, display, and soft keys.
No
Call Forward
Forced
The user can manually redirect an incoming call on the prime
or private line to another number.
No
Call Forward
Toggle
Call Forward Toggle enables users to toggle Call Forwarding to
different destinations – with a key press.
No
Callback With Callback, the user can request to be notified by the
system when a busy line becomes free or an unanswered
station is picked up or hung up.
No
Callback System
Programmable
The user can program the destination of a mature callback set
against a key line of a multiple-call line group.
N/A
Configuration
Wizard
This feature enables the user to customize initial system
programming. After specifying the system setup, the user can
save details for future use or apply the changes to MiVoice
Business through LAN Cloud Connect Subscription.
N/A
Calling Line ID
(CLID) Restriction
The user may determine whether the Called Party Number
(CPN) should be delivered to the network or restricted from
delivery. If delivery is allowed, the user must define a default
CPN through CPN substitution.
N/A
Call Logging Call logs enable the user to view and return any incoming
internal or external calls to a phone whether they had been
answered or not. This feature is supported only through
MiCollab Client Softphone.
Yes
Call Waiting Swap When callers are in call waiting or on consultation hold, the
switch hook can be used to alternate between two calls.
Yes
Camp-On (Call
Waiting)
This feature allows the caller to notify a busy party that he is
waiting. With this feature, the attendant can also put a call
through to a busy station to indicate that a call is waiting.
Upon hearing the call-waiting tone, the user can either
respond to the waiting caller or finish the current call. The
camp-on feature can be disabled for external calls.
Yes
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Camp-On Tone
Security
This feature prevents the user from hearing the camp-on tone
when a caller is waiting. If anyone in a call has this option
enabled, the camp-on tone simply will not sound for the
duration of the call.
Yes
Camp-On to
Personal Ring
Groups
For Personal Ring Group (PRG) users who use One Busy All
Busy, this feature will allow incoming callers to camp-on to the
PRG primary number and will notify the user that there is a
waiting call.
N/A
Clear All Features With Clear All, the user can cancel most enabled features on
his or another user’s extension.
Yes (also for
Remote Clear All
Features)
Conference This feature allows the user to connect three or more calls to a
single telephone conversation. Any feature available during a
two-party call is also available to a user participating in a
conference call.
Yes
Conference Split Also called Call Split, this feature allows the user to separate a
three-party conference call. When the conference split is
performed, the first participant is placed on consultation hold
so the other two participants can speak privately.
Yes
Day/Night Service
Control
This feature allows the user to redirect calls on individual
trunks to alternate answer points. Answer points can vary
according to the selected mode of operation (Day, Night 1, or
Night 2).
Yes on
consoles.
No on sets.
Dialed Number
Editing
The user may edit numbers during dialing. Yes
Dial Out of Queue This feature allows the user to exit the ACD queue to perform
another action, such as: leaving a voice mail for a callback.
Direct Outward
Dialing (DOD)
The user can make external calls without attendant assistance.
Yes
Direct Page This feature enables the user to page another telephone over
its built-in speaker.
Yes
Disable Send
Message
This feature permits the user to disable the Send Message key
function on certain phones through a Class of Service (CoS).
Yes
Display Contrast
Control
The user can adjust the contrast of the alphanumeric display
on the phone.
Yes
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Do Not Disturb
(DND)
This feature allows the user to place the phone in an apparent
busy condition without affecting outgoing call functionality. If
someone calls the user’s phone while DND is activated, the
caller hears a special busy tone.
No
DTMF Keypad
Support
This feature offers analog/off-premise station extensions to
use all 16 keys on a DTMF keypad. Users can select any key in
the additional row of four (ABCD) to access features in the
system.
N/A
Dual PKM48
Support on
Supersets
The programmable key module 48 (PKM48) provides 48
additional feature keys for most Mitel telephones. Each
feature key has a line status indicator that behaves the same
way as those on a telephone. A second PKM48 can connect to
the first to provide for a total of 96 additional feature keys.
Yes
Feature Keys This feature allows the user to activate features without
dialing feature access codes.
Yes
Ground Button Also called the Recall Button, this feature allows the user to
place a call on consultation hold and return to the dial tone to
invoke station features. The ground button provides an
alternative method of producing a switch hook flash.
N/A
Group Listen This feature allows the user to carry on a conversation using
the handset or headset while allowing others nearby to listen
to the person at the far end over the hands-free speaker.
No
Group Page This feature allows the user to page a group of up to 64
phones over built-in speakers. Group paging can be completed
across a network or network cluster. This would, for example,
enable a phone on one system to page a specific group on
another system.
Yes
Group Park An extension of Call Park, this feature enables a user to select
a single feature key to both park and retrieve calls. Call
indication is provided to all members in a group.
MiVoice Business through LAN Cloud Connect Subscription for
ISS, multi-instance platforms, and the VMware Virtual
Appliance as well as the MXe Server support a maximum of
250 Group Park key appearances per destination directory
number (DN).
Yes
Handset Receiver
Volume Control
This feature allows the user to adjust the volume of the
handset receiver.
Yes
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Hands-Free
Operation
This feature enables the user to use a telephone without lifting
the handset.
Yes
Headset
Operation
The user can make and receive telephone calls using a
headset.
Yes
Hold This feature allows the user to suspend a telephone call
temporarily. While the call is on Hold, the user can access
other telephone features. The call can be retrieved either at
the original answer point or at another extension.
Yes
Hold on Hold Both participants of a two-party call can place the same call on
hold.
Yes
Language Change This feature allows the user to change the language of the
telephone prompts and soft keys to any one of the following
languages:
Arabic - Chinese (simplified) – Dutch – English - French
(Canada) - French (Europe) - German (Europe) – Hebrew -
Italian – Polish - Portuguese (Europe) - Portuguese (Brazil) -
Romanian - Russian -Spanish (Europe) - Spanish
(Latin America) - Swedish
No
Meet Me Answer This feature allows a paged party to respond to a group page
without knowing the identity or location of the paging party.
Yes
Meet-Me
Conferencing
MiVoice Business through LAN Cloud Connect Subscription
users can set up and join a conference without the need for a
separate application server. Simply dial the pilot number and
enter the access code or PIN to be placed in a conference
bridge. MiVoice Business through LAN Cloud Connect
Subscription allows up to eight (8) participants per conference.
No
Messaging —
Callback
This feature enables the user to leave a callback message on a
telephone when the called party is busy or does not answer.
When the user receives a callback message, he can review it
on the display (if applicable) and call the sender back.
Yes
Mixed Station
Dialing
The user can operate DTMF telephones within the system and
on the same line.
N/A
Name
Suppression on
Outbound Calls
This feature allows callers to block their name from the ISDN,
even if it is programmed in the telephone directory.
Yes
Override This feature allows the user to enter a conversation at a busy
station or to ring a station with Do Not Disturb activated.
Before the caller enters the conversation, all parties receive a
warning tone.
Yes
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Override Security This feature prevents users from using Override on their
stations.
Yes
Paging This feature allows the user to connect to a loudspeaker and
paging equipment to access individual paging zones or all
paging zones simultaneously.
Yes
Permanent Do
Not Disturb
This feature enables an extension to be placed in a
permanently busy state.
N/A
Phone Book Also known as Call by Name, this feature allows the user to
locate and call a system user based on name, extension
number, department, and location.
Yes
Phone Lock This feature locks a phone, preventing access to most features
except for Phone Unlock via a user PIN, Hot Desk Login and
Logout support, and Emergency Call Notification. Phone Lock
has no effect on incoming calls but restricts outgoing calls,
except those to emergency trunk routes and local operators.
Yes
Auto Phone Lock Typically required in sensitive environments, this Class of
Service (CoS) feature locks a user’s phone after a certain
period of inactivity. Until the user enters the appropriate login
PIN, the phone will only allow the user to dial emergency
numbers or the operator. However, a locked phone will still
receive incoming calls.
Yes
Privacy Release Call privacy between users who share line appearances in key
systems groups is automatic. The Privacy Release feature
allows users to disengage privacy settings during a call to
include another member of the key system group in the call.
Yes
Private Caller When this feature access code is entered before dialing the
destination number for a call, the call recipient will not be able
to see the caller’s name and number.
Yes
Recall This feature allows an incoming caller who has been
transferred to an idle station and has not been answered
within a specified time-out period to call back the last person
who handled the call. Similar time-out recalls occur for callers
who are transferred to busy stations or placed on Hold.
Yes
Redial This feature automatically dials the last manually dialed
number.
Yes
Redial — Saved
Number
This feature allows the user to save a number for future
dialing. The number remains saved until a replacement
number is saved.
Yes
Release This feature permits the user to cancel an attempted
connection to an external party without hanging up. The
release is useful when the user encounters a busy or
unavailable external contact that he had intended to add to a
conference.
Yes
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Reminder Also called Timed Reminder, this feature allows the user to
program the phone to ring and provide a message at a
specified time within a 24-hour period.
No
Ring Groups This feature provides the user with the ability to ring all
members of a group simultaneously or sequentially. Maximum
of 16 members.
Yes
Ringer Control This feature allows the user to adjust the volume and pitch of
the telephone ringer.
Yes
Ringing —
Discriminating
This feature allows the user to distinguish between incoming
internal calls, incoming trunk calls, tie line calls, and callbacks
by using different ringing patterns (cadences).
Yes
Ringing —
Discriminating
(Optional)
This feature allows the user to change the discriminating
ringing patterns on on-premises station/off-premises station
lines so he can hear internal ringing (one second on and three
seconds off) for internal and external calls.
N/A
Ringing Line
Select
This feature enables the user to pick up his receiver to answer
other ringing lines.
Yes
SIP Reject The user has the choice to reject an incoming call as it is
ringing. Rejecting the call will immediately reroute it to call
forwarding parameters.
Yes
SIP Silent Monitor
This feature supports the standard Silent Monitor feature on
SIP user devices and agents.
N/A
SIP CTI Control
This feature enables the user to perform certain Computer-
Telephony Integration (CTI) operations on a SIP device or
External Hot Desk number. When CTI is used to control a Mitel
IP device, the system can instruct the device to perform
certain functions.
N/A
Voice Dialer Soft
Key Support
This feature provides quick and easy access to the Mitel
Speech Server voice recognition system.
Yes
Speaker Volume
Control
This feature allows the user to adjust the volume of the phone
speaker.
Yes
Speed Call Keys This feature enables the user to store and dial frequently used
numbers by using personal keys on the telephone.
Yes
Speed Call – CDE Users can speed-dial telephone numbers that the
administrator has programmed into the system. The
administrator programs the number into a CDE Speed Call key
on a user’s phone through the multi-line set key assignment
form. Users then initiate the speed call by pressing the key.
Yes
Speed Call —
Personal
This feature allows the user to store and dial frequently used
numbers using access codes and index numbers.
Yes
Speed Call —
System
This feature allows the user to dial stored system numbers. Yes
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Speed Call – User This feature permits the user to store external numbers under
feature keys for faster dialing. The Speed Call key can be
pressed to dial a phone number or to send DTMF tones during
a call.
Yes
Station-to-Station
Dialing
This feature enables the user to dial any other station directly. Yes
Swap The user can suspend a phone call temporarily to originate a
new one. Once the new call has been established, the user can
alternate between both calls.
Yes
Tone
Demonstration
This feature provides the user with a preview of the audible
tones provided by the system.
Yes
Transfer Transfer can be used to send a call from one phone to another.
Before completing a transfer, the user can consult privately
with the third party and alternate between private
conversations.
Yes
Trunk Access The user can access a specific trunk directly without toll
control or ARS checks. This feature is used when a
maintenance telephone is required.
Yes
Trunk Answer
From Any Station
(TAFAS)
The user can answer any call that rings a night bell. Yes
Voice Mail Soft
Keys
This feature provides the user with a convenient way to
navigate voice mail. Access to the system is provided through
context-sensitive soft keys on an IP telephone.
Yes
MiVoice Business through LAN Cloud Connect Subscription: Mailbox Notification
The MiVoice Business through LAN Cloud Connect Subscription mailbox subscriber is notified when a
message is received by a Message-Waiting Indication (MWI) light on the phone or by setting the voice
mail system to call any of the following destinations:
The mailbox’s associated extension number (for analog phone extensions or phones without a message
light)
An outside number
A message pager
A tone-only pager (simply hangs up after a far connection is made)
A digital pager (plays [dual Tone Multi Frequency] DTMF digits corresponding to a system-wide callback
number along with the specific mailbox number)
In addition to the notification type, the phone number and schedule are configurable. The schedule
determines whether paging occurs:
• Around the clock, regardless of the business schedule
• Only during open business hours
• Only during closed business hours
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• Never (disabled until the schedule is changed to one of the three previous schedule options)
A mailbox may be configured to do non-MWI notification only in response to urgent messages (as opposed
to all messages). By default, a busy or no-answer condition detected on a notification call results in two
additional retries occurring at 15-minute intervals. All notification results are posted to the system log file.
MiVoice Business through LAN Cloud Connect Subscription: Operator/Attendant Features
The following MiVoice Business through LAN Cloud Connect Subscription features are specifically for the
operator or attendant
The third column indicates which features are supported by resiliency. If the column is marked N/A, this
indicates that the feature is not specifically related to resiliency or a resilient device. However, the feature
will work on the system.
Feature Description Resiliency
Support
Attendant Busy-
Out (Console)
This feature places an attendant console in absent status
(Busy Out) under specific circumstances, which
automatically reroutes incoming calls.
Yes
Attendant Busy-
Out (Station)
This feature allows the user to place a specific station in
absent status (Busy Out) by using the attendant console.
N/A
Attendant Call
Answering
Priority
Allows the user to assign priority to calls based on origin
when multiple calls are waiting. The call with the highest
priority is answered first.
Yes
Attendant Call
Information
Display
Provides the attendant with information about called and
calling parties.
Yes
Attendant Call
Selection
This feature allows the user to choose what group of
incoming calls to answer first. Each group is selected by
pressing a soft key on the attendant console.
Yes
Attendant CAS
Interface
The Centralized Attendant Service (CAS) interface allows
MiVoice Business through LAN Cloud Connect Subscription
to be a remote node for a CAS site. CAS is an attendant call-
handling service provided at a central office switch for calls
from both public and private networks.
N/A
Attendant
Conference
Allows the attendant to set up one or more conference
connections between central office trunks and internal
stations.
Yes
Attendant
Consoles
Provides support for multiple attendant consoles. Yes
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Feature Description Resiliency
Support
Attendant
Console Firmkeys
This feature allows “firmkeys” to be programmed as any of
the following feature keys:
• Phone book
• Trunk status
• Alarm
• SMDA
• Select option
• Bulletin board
• Emergency call log
• Help
• Message waiting
• Operator mode
• Pager
• Scratch pad
• Third party application
• Tones voice mail
Yes
Attendant
Console Status
Display
Also called System Alarm Indications, this feature enables
the display of various parameters such as day/night service,
attendant status, and alarm status.
Yes
Attendant
Directory
Number
Allows the user to dial a number (typically “0”) to reach the
attendant. Separate directory numbers can be programmed
for each attendant console.
Yes
Attendant Help This feature provides online assistance. Yes
Attendant Hold Enables the user to place a call on Hold temporarily to use
other phone features.
Yes
Attendant
Identity
Information
Display
Permits the user to view the console’s prime directory
number, the phone book software version and the
console’s hold slot number. This applies to the SC1000 only.
N/A
Attendant
Language
Selection
This feature lets an attendant choose the language of
operation for the attendant console.
Yes
Attendant
Messaging
From the attendant console, a user can activate a message-
waiting condition on a station. The condition can be
queried or cancelled by the attendant, or by a station user,
with the appropriate Class Of Service (COS).
Yes
Attendant
Metered Calls
Allows the attendant console to be used to track the cost of
outgoing trunk calls.
Yes
Attendant New
Call Tone
Provides audio notification of new calls on the attendant
console.
Yes
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Feature Description Resiliency
Support
Attendant Recall Automatically alerts the attendant when either a trunk call
to an idle station or a call on hold at the console has not
been answered within a specified time period.
Yes
Multi-Attendant
Recall
In an environment where there may be multiple telephone
operators within an organization, the multi-attendant recall
feature ensures a second or repeat call from a person
outside the network will be sent to the operator who
handled the call the first time.
This ensures that the caller reaches the same operator and
experiences seamless continuity in live customer service.
This feature applies to the call going directly to an
extension and is then rerouted to the operator.
Attendant Ringer
Control
This feature allows the user to mute the attendant console
ringer. When the ringer is muted, the call-waiting indicator
at the top of the display alerts the user to incoming calls.
Yes
Attendant
Scratch Pad
Functions as a personal telephone directory and speed dial
list. Users can save telephone numbers for faster dialing or
store names and numbers of callers for future reference.
Yes
Attendant Serial
Call
This feature automatically returns a call to the attendant
console once it ends.
Yes
Attendant Setup
and Cancellation
of Station
Features
Allows the attendant to set up and cancel certain station
features, such as Call Forward, Do Not Disturb, Callback and
Reminder.
No
Attendant
System Login
Requires the attendant to log on to the system to access
certain programming functions from the attendant console.
N/A
Attendant Tone
Signaling
Enables the attendant to send tones over the circuit once a
call has been established.
Yes
Attendant Trunk
Group Busy
Status
From the attendant console, the attendant can query,
display and print the busy status of system trunk groups.
Yes
Call Park This feature allows the attendant to hold a call and
automatically initiate a page to announce the call to the
requested user. From there, the recipient can retrieve the
call from any extension in the system.
Yes
MiVoice Business through LAN Cloud Connect Subscription Auto Attendant Features
The following table provides a summary of several Auto Attendant features available on MiVoice Business
through LAN Cloud Connect Subscription:
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Feature Description
Open and Closed Greeting A company greeting can be programmed to change automatically
from open business hours to closed or after hours.
Expire at a Preset Time
Greeting
A company greeting can be programmed for use over holidays or
shutdowns. It expires automatically after a specified number of
days.
Alternate Greetings Each port can use one of eight alternate greeting sets (open,
closed, or temporary) to allow special greetings per port.
Play Greeting by Incoming
Trunk Assignment
Each port can be assigned to answer calls on specific incoming
trunks and play a greeting based on the destination dialed, such as
sales, shipping and receiving, or customer service.
Directory This feature is also known as name dialing. Callers may access a
mailbox directory where they are able to reach a mailbox owner
by dialing the person’s first or last name rather than the mailbox
number. The system can be configured for either first or last name
dialing, but not both at the same time.
Caller Type Ahead Callers who are familiar with the system may enter their keypad
selections without waiting for the system prompts.
Operator Revert Callers may reach a live attendant at any time by dialing “0”.
Fax Finder This feature detects an incoming fax tone and directs it to the fax
mailbox or extension.
Operator Transfer to a
Mailbox
This feature allows an operator to transfer an outside caller to a
specified mailbox where the caller immediately hears the
subscriber’s personal greeting and is prompted to leave a
message. Callers press # to bypass or interrupt the greeting and
begin recording a message.
Transfer to Any Extension This feature allows the user to dial any internal extension defined
in the system. Option to disable prompts on Auto Attendant
transfer so the end user does not have to hear redundant
information.
Quick Message This feature allows a caller to reach the auto attendant and leave a
message in a specific mailbox without transferring to the mailbox
extension (and possibly speaking live with the subscriber).
Multi-Level Auto
Attendant
This feature allows a hierarchical menu to be programmed on the
auto attendant. This provides callers with better self-service access
to the person or department they are calling.
Multiple Message
Capability
This feature allows an outside caller to leave more than one voice
mail message per call, therefore saving on toll charges.
User Programmable Dial 0
Extension
This feature allows the user to program the dial 0 extension to any
internal extension--for example, a personal or departmental
secretary. The administrator can override the system default (“0”
for the operator) with any valid phone number, including an
external number or even a long-distance number. The
administrator can also override the system default on an
extension-by-extension basis, with any valid phone number.
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Park and Page Auto Attendant Park and Page enable the auto attendant to park
incoming calls and announce them to the requested party using
paging. The requested party can then retrieve the call by using the
Call Park – Retrieve feature.
Supervised/Unsupervised
Transfer
The auto attendant can be programmed to perform either
supervised or unsupervised transfers. The addition of supervised
transfer capability allows calls that cannot be completed to return
to the auto attendant for further processing.
Personal Ring Group and Handoff Feature
The Personal Ring Group (PRG) feature allows a collection of devices (directory numbers) to be associated
with a single user.
When the user’s primary number is called, MiVoice Business through LAN Cloud Connect Subscription
rings all associated devices (up to eight) simultaneously. The primary number acts as the unique PBX
identity or directory number. Similarly, whichever PRG device a mobile worker uses to make a call or
access a feature will take on the user’s identity, including all the user’s rights and permissions.
The PRG can be configured as One Busy All Busy. This means, if one device in a PRG is occupied, MiVoice
Business through LAN Cloud Connect Subscription will treat any subsequent calls to the user’s primary
number as Busy.
PRGs also can include the following softphone applications:
MiCollab Client
Please see attached MiCollab brochure.
Network Transitioning
If the user has a dual-mode cellular phone and runs a Session Initiation Protocol (SIP) client, the user can
be a member of the PRG if it has an MiVoice Business through LAN Cloud Connect Subscription SIP license.
In this context, a smartphone user on a public mobile network call (GSM) who moved within range of an
open Wi-Fi zone or enterprise wireless network could alternate from one network to another;
transitioning seamlessly from an expensive network to a free call.
Handoff Feature
The PRG handoff feature allows a mobile user to switch back and forth between fixed and mobile devices
without interrupting the flow of conversation. A “push” passes the call to the group, where it can be
answered by any other enabled device. A “pull” takes an in-progress call away from another device. To
push a call to (or to pull a call from) another member, a handoff key or equivalent feature access code
may be configured.
Users can program any button, including Programmable Key Module (PKM) buttons, as a handoff key. An
external hot-desk or mobile user can invoke mid-call features from the dial-pad while active on a Public
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Service Telephone Network (PSTN) trunk. The default handoff feature may be accessed by dialing 5, which
pushes the call back to, or pulls it from, the user's PRG.
Accessibility to Everyone
Mitel believes that all users should have the ability to communicate using the best technology has to offer.
Mitel knows not everyone understands information in the same language and not all people send and
receive communications the same way. Based on this insight, its products and services continue to enable
all individuals to communicate efficiently and effectively in a way that is natural to them.
Mitel designs its products to make sure what it offers is accessible to everyone, regardless of their physical
limitations. Mitel’s solutions offer features that provide or work with assistive technology to provide,
telephone communications, e-mail, voice mail, fax, and PC desktop applications to disabled users. All
solution components, from its telephones to applications, including MiCollab, adhere to the strictest
worldwide accessibility standards, including those from the following organizations:
• United States Access Board: Electronic and Information Technology (E&IT) Accessibility
Standards (section 508 of the Rehabilitation Act). The E&IT is a global market where the use
of international standards benefits agencies and people with disabilities by reducing the
costs that would be associated with designing and developing different products to meet
conflicting requirements in different markets. Section 508 of the Rehabilitation Act
implements telecommunications requirements for persons with disabilities. This is in
support of the Americans with Disability Act. Section 508 offers the following:
• Expertise in human interface design to deliver products with simplified, intuitive
user interfaces
• Strategic technology relationships to deliver solutions that address people with
special needs and disabilities
• Strict development processes evaluate and identify areas that will provide disabled people
with the same access and opportunities to use its products as those who are not disabled.
World Wide Web Consortium Web Accessibility Guideline ISO TC 159: Software Accessibility
• ISO TC 173: Technical Systems and Aids for People with Disabilities
• ISO/IEC Guide 71: Guidelines for standards developers to address the needs of older persons
and persons with disabilities
• ANSI C63.19: Wireless Hearing Aid Compatibility
• IEC TC 100: Ease-of-use of appliance controllers to meet the needs of people with disabilities
(Japan)
• SOGITS N1032 – EN for DG XIII (European Standards)
• Nordic Standards for Accessibility
As accessibility garners increased attention and priority around the world, it cannot help but drive new
technological advancements. Mitel will continue to be on top of these innovations, incorporating them
into its products and ensuring that disabled users always have access and opportunities.
Mitel products that comply with the Accessibility Act Section 508 and 255, along with specific VPAT forms,
can be found on Mitel’s website https://www.mitel.com/accessibility
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For more information about the overall program please refer to the Government Accessibility Act program
sites:
• https://www.section508.gov/
• https://www.access-board.gov/
• https://www.fcc.gov/accessibility
COMPLIANCE
MiVoice Business through LAN Cloud Connect Subscription 911 Dialing Requirements
Kari’s Law, which went into effect on February 16, 2020, places obligations on multiline telephone systems
(MLTS) manufacturers, importers, lessors, installers, managers and operators by the rules set out in FCC
19-76.
Persons who manufacture, import, sell, and/or lease a MLTS must ensure that the MLTS
software/hardware includes a setting that, when turned on, enables users to directly dial 911 (i.e. without
dialing any additional digit, code, prefix or post-fix) from any station equipped with dialing facilities as
soon as the system is able to initiate calls to the Public Switched Telephone Network (PSTN).
Persons who install, manage and/or operate a MLTS must configure the MLTS’ settings so that once
installed the MLTS is fully capable of:
• A user dialing 911 directly from any station equipped with dialing facilities as soon as the
system is able to initiate calls to the PSTN; and
• Sending 911 call notifications to a central location at the facility where the system is
installed or to another person or organization at a different location (e.g. central or other
location) if the MLTS is capable of doing so without an improvement to the hardware or
software of the system.
FCC 19-76 does not prohibit indirect dialing of 911 (e.g. 9911) provided that direct 911 is enabled.
MiVoice Business through LAN Cloud Connect Subscription PBXs licensed in the United States contain a
setting that allows the business to enable users to directly dial 911 (i.e. without dialing any additional
digit, code, prefix or post-fix) from any station equipped with dialing facilities as soon as the system is able
to initiate calls to the PSTN.
MiVoice Business through LAN Cloud Connect Subscription PBXs licensed in the United States can be
configured by the business to provide phone and console-based 911 alerts consisting of a visual display
and a tone. The alert is capable of being sent to up to 32 phones and consoles. The alert, which contains
the time and date of the call, the caller’s extension number and a configurable description of the caller, is
initiated contemporaneously with a 911 call and does not delay the call. Mitel recommends that 911 alerts
be enabled in all MiVoice Business through LAN Cloud Connect Subscription PBXs. Customers currently
using MiVoice Business through LAN Cloud Connect Subscription PBXs without 911 are encouraged to
enable these alerts.
As with Kari’s Law, under Section 506 of Ray Baum’s Act (Repack Airwaves Yielding Better Access for Users
of Modern Services) the Federal Communication Commission (FCC) adopted rules that aim to save lives
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by modifying certain aspects of 911 communications. The Ray Baum’s Act rules pertain to a “dispatchable
location” – i.e., the physical address to which 911 responders will be sent when someone calls 911 from
a certain device.
Whether you are using a fixed-line device (such as a traditional on-premise device/landline) or a non-fixed
device (such as a VoIP softphone or IP desk phone), Ray Baum’s Act aims to ensure your device is
associated with a dispatchable location so first responders can find you, even if you cannot speak or
confirm your address.
Dispatchable Location
Dispatchable locations can be implemented on MiVoice Business through LAN Cloud Connect Subscription
using Customer Emergency Services IDs (CESID).
It is the customer’s or partner’s responsibility to determine the number of CESIDs which are required to
represent a dispatchable location with each 911 call and ensure that the requisite CESIDs are appropriately
configured in the MiVoice Business through LAN Cloud Connect Subscription system (and registered with
the PSAP).
The method of providing a dispatchable location via a Dynamic E911 partner varies depending on device
type and network location, but in most cases, an additional SIP-based Emergency Routing Service is
required to place 911 calls, and a Location Information Service is also required for validated addressing
requirements. Further technical information will be made available in a forthcoming solutions guide.
For MiVoice Business through LAN Cloud Connect Subscription partners and customers, Mitel tested Next
Generation 911 (NG911) partners providing Emergency Routing Service and Location Information Services
(LIS), with providers Intrado and RedSky.
Softphones external to the customer’s network will require the use of a geolocation application as
provided by RedSky or Intrado.
Customers will need to contract NG911 services from RedSky or Intrado directly for the following services:
• Emergency Routing Service (ERS) – dedicated SIP trunks to route the call to the correct PSAP
• Location Information Services (LIS)
• Emergency call notification for SMS and Email notifications
Emergency Routing Services (ERS)
All 911 calls route to the NG911 service provider SIP trunks. In the SIP Invite, MiVoice Business through
LAN Cloud Connect Subscription provides the calling endpoint location to the ERS, which performs a
lookup in the LIS before the call is routed to the correct PSAP that contains the location information.
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INTEGRATION & COMPATIBILITY
Open Integration Gateway
Mitel Open Integration Gateway (OIG) is a platform for delivery of multiple proprietary Mitel APIs from a
common, open standards-based web services platform. It enables application developers to efficiently
construct, test and deploy feature-rich integrated voice and data applications for the MiVoice Business
through LAN Cloud Connect Subscription communications platform.
OIG’s open model provides developers with utmost flexibility. The Standard and Advanced MiVoice
Business through LAN Cloud Connect Subscription Call Control API services are based on Web Service
Definition Languages (WSDLs) and use SOAP and XML or REST/JSON over HTTPS. This eliminates any need
for the application to embed or be compiled using Mitel code. Instead, developers are free to choose the
programming language, software development environment, operating system and hardware platform.
From OIG’s intuitive user interface developers gain a single, centralized point of access to MiVoice
Business through LAN Cloud Connect Subscription API Web Services, administrative capabilities and
networked software licensing.
Using a single OIG platform, City of Kalispell can build and deploy multiple applications with a MiVoice
Business through LAN Cloud Connect Subscription or MiVoice Business through LAN Cloud Connect
Subscription cluster.
Developers also can take advantage of two browser-based tools that boost the ability to rapidly test and
improve OIG applications. One tool lets developers exercise the call control server to see the resulting
event and status output from MiVoice Business through LAN Cloud Connect Subscription. A second
browser-based tool enables developers to access and exercise the data access server.
OIG also provides support for MiVoice Business through LAN Cloud Connect Subscription IP resiliency in
third-party application integrations.
Mitel offers a no-cost 60-day trial to enable your developers to evaluate the OIG application development
process. Once City of Kalispell is ready to purchase OIG, joining the Mitel Solution Alliance (MSA) program
will provide you with full developer support and sample code, as well as the means to register and deploy
your new applications.
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RESILIENCE AND AVAILABILITY
MiVoice Business through LAN Cloud Connect Subscription High Availability Options
MiVoice Business through LAN Cloud Connect Subscription offers high availability options and Mitel
software-based resiliency to ensure that users continue to receive service in the event of a catastrophic
platform failure. Using Mitel software resiliency, City of Kalispell could utilize a second platform from a
separate location. This location can be serviced by a platform that itself has redundant options. With this
setup, if the processors at the original site become inaccessible, the alternate server would maintain the
system and its services without user or service disruption.
In a highly distributed environment, Mitel recommends deploying a Mitel 3300 Controller at each remote
site. This will ensure continual service across the enterprise during a WAN failure or the unlikely event of
a primary server failure.
MiVoice Business through LAN Cloud Connect Subscription: MTBF and MTFF
MiVoice Business through LAN Cloud Connect Subscription provides “five-nines” (99.999 percent)
availability for voice communications.
Every 3300 Controller has a mean time between failures (MTBF) of 15 years. MTBF is determined by the
Telcordia standard SR-332, which provides an accurate prediction of the expected failure rate of the
product. When the solution is made up of multiple elements that provide redundancy for each other, the
total MTBF is even greater than that of a single element.
Repairs and upgrades can be accomplished on individual elements of the resilient system without
affecting the rest of the system.
MTTF Statistics
Below is the mean time to failure (MTTF) (in years) for Mitel IP phones, controllers, systems, and service
units, along with their annualized failure rate (AFR) (percentage of shipped units per year).
Note that MTBF = MTTF + MTTR (mean time to repair/recover).
Mitel determines the reliability of components and systems based on five values:
1. AFR. This is the number of units expected to fail in any given year within the normal life span
of the component or product.
2. Failures in Time (FITs). This represents the number of units expected to fail in 109 device
hours within the normal life span of the component or product. This value is the most
commonly used measure of component reliability and forms the basis for the component
assembly analysis. The rate can be converted arithmetically into AFR.
3. MTTF. This is the statistical length of time that a component will operate before a failure
occurs (uptime). Measured in years, it is the inverse of the AFR.
4. MTTR. The meaning of MTTR depends on the context. Mean Time to Repair refers to
hardware failures and the length of time that will elapse from the time a component failure
was detected to the component being restored to service (repair time). Mean Time to
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Recovery refers to the period when the software failure is detected to the time that the
system’s operational integrity has been restored or recovered.
5. MTBF. This represents the statistical length of time elapsed between sequential component
failures. This metric also includes the time it takes for the component to be restored to
service. MTBF is equal to the MTTF plus the MTTR (or uptime + repair time). If the MTTR is
very short compared to the MTTF then the MTBF and MTTF values will be virtually the same,
which is why these terms are used interchangeably.
Mitel IP Phones
Phone Type MTTF AFR Availability
6920 IP Phone 40.0 Not available Not available
Mitel Systems
Lines/Trunks Controller Type
MXe III-L AX EX
IP lines 1400 100/300 1400
Analog lines 4 0 28*
Loop start (LS) 6 0 28*
Controller AFR 5.2% 7.4% 20.0%
Controller MTTF (years) 19.3 13.4 5.1
(hours) 169,000 118,000 44,900
*Analog lines + Loop Start = 28 max in increments of 4 ports
Business Continuity on MiVoice Business through LAN Cloud Connect Subscription and MiCloud Flex
MiVoice Business through LAN Cloud Connect Subscription and MiCloud Flex offer several options to
ensure business continuity in the event of a network outage or hardware failure. Native system resiliency
is maintained through multiple MiVoice Business through LAN Cloud Connect Subscription instances in a
Mitel cluster. Virtual MiVoice Business through LAN Cloud Connect Subscription provides business
continuity services through VMware, offering the ability to perform an automatic restart of virtual
machines on alternate servers. For complex, dispersed environments, MiVoice Business through LAN
Cloud Connect Subscription and MiCloud Flex can provide high availability running on optional Stratus
servers, which deliver processor redundancy, as well as RAID-protected hard drives, dual hot-swappable
power supplies and fans and redundant network connections.
Native resiliency is accomplished through a distributed architecture. This enables a 3300 ICP Controller to
be located at a remote facility as part of a disaster recovery or business continuity plan. The remote 3300
ICP Controller can be programmed to provide telephony services should the primary site become
unavailable. It also can be kept in synch with the primary controller using system data synchronization.
As an additional level of flexibility and security, Mitel also provides the simple-to-deploy MiVoice Border
Gateway (MBG) teleworker solution. Through this solution, remote employees can access office phone
settings and extensions.
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MiVoice Business through LAN Cloud Connect Subscription Survivable Gateway Package
The Survivable Branch Office Package enables survivability for a remote or branch instance of MiVoice
Business through LAN Cloud Connect Subscription. In a centrally hosted configuration if communications
with the central site is lost (e.g., the WAN link is down or the primarily controller fails) the users and
devices are re-registered onto the local 3300 ICP gateway. The Survivable Gateway can also operate local
analog or digital trunks so automatic route selection (ARS) can re-route calls to the appropriate
destination.
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LICENSING
MiVoice Business through LAN Cloud Connect Subscription Subscription
Mitel’s MiVoice Business through LAN Cloud Connect Subscription Subscription solution offering spans
the gap between the MiVoice Business through LAN Cloud Connect Subscription Capital Expense (CapEx)
solution and the Operational Expense (OpEx) MiCloud Flex solution, hosted in a Mitel data center. MiVoice
Business through LAN Cloud Connect Subscription Subscription provides the solution on a subscription
basis with the opportunity to be deployed in the partner’s data center, the customer premises or data
center, or in a public cloud environment.
MiVoice Business through LAN Cloud Connect Subscription Subscription combines all the software
licensing needed for a complete communication, collaboration, and customer experience solution in a
simple subscription offer. It ensures your employees can securely call, chat, and video conference in
today’s new way of working.
The Subscription solution delivers the same communication, collaboration, and contact center
applications as the traditional MiVoice Business through LAN Cloud Connect Subscription solution, just as
a simplified subscription paid monthly for user licenses rather than an upfront purchase. The subscription
model allows for faster adoption of newer technologies in combination with a more flexible license model
where you pay for what you use. Premium SWA with MPA Plus is included as part of the subscription,
providing 24x7 support and all the other associated benefits.
Deployment of software applications in a public cloud offering is growing in popularity among enterprises
maintaining their own data centers. The MiVoice Business through LAN Cloud Connect Subscription
solution, including MiVoice Business through LAN Cloud Connect Subscription, MiCollab, MiVoice Border
Gateway, MiContact Center Business, and Mitel Interaction Recording can be deployed in Microsoft Azure.
Additionally, CapEx or virtualized platforms (VMware, Hyper-V, and EX Controller) can also be deployed
in Microsoft Azure, and Amazon EC2 public cloud environments.
The subscription solution is available to customers, by Mitel Partners, in the following countries:
Americas EMEA APAC
United States Belgium Australia
Canada France New Zealand
Puerto Rico Germany Singapore
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Dominican Republic Netherlands
Trinidad & Tobago United Kingdom
Chile Saudi Arabia
Brazil Qatar
Mexico United Arab Emirates
Colombia Spain
Portugal
Italy
MiVoice Business through LAN Cloud Connect Subscription Subscription User Profiles
User Profile Single
Line/
Analog
Basic IPT UCC Entry UCC Standard UCC Standard
+ Meetings
MiVoice Business through LAN Cloud Connect Subscription entitlement
User ✓ ✓ ✓ ✓ ✓
Device 1 1 8 8 8
Voice Mail/Unified Messaging entitlement
EMEM Optional Optional ✓ ✓ ✓
NuPoint UM Optional Optional ✓ ✓ ✓
MiCollab entitlement
Teleworker ✓ (1) ✓ (1) ✓ (1) ✓ (4) ✓ (4)
PC/Web client ✓ ✓ ✓
Mobile Client ✓ ✓
PC Softphone ✓ ✓ ✓
Mobile Softphone ✓ ✓
Chat ✓ ✓ ✓
Audio/Web
collaboration
✓ ✓
Screen sharing ✓ ✓
Scheduled Meetings ✓ ✓
Calendar integration ✓ ✓
MiTeam Meetings –
video collaboration
✓
MiTeam Meetings
recording
✓
MiTeam Meetings
PSTN - call in numbers
✓
Cloud-based chat
retention
24 months 24 months 24 months
Software Assurance (SWA) Entitlement
Premium SWA
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SERVICE SUPPORT & SOFTWARE ASSURANCE
Mitel Professional Services Offerings
Your communications system is an integral component of your business operations. Investment in a
system is a considerable undertaking. Beyond committing capital resources, you are committing human
and technological resources to something that has the capability to evolve and grow your business.
Today’s communications systems have developed beyond wires and devices into flexible, expansive
platforms that are adaptive to an array of standardized and virtual technologies and applications.
Communication tools, such as voice calls, video conferencing, collaboration applications and contact
centers, are utilized daily without much thought. A system that can integrate and interoperate these tools
with each other and other various technologies, now and in the future, is critical to the sustainability of
your business, as well as provides a competitive advantage.
A leader in seamless global communications, Mitel provides the expertise, through Professional Services,
to strengthen and transition your communications system. By utilizing specialists with diverse knowledge
and skills, Professional Services can implement the applications, integrations, tools and features essential
to unlocking communications opportunities now and in the future.
Utilizing Mitel Professional Services is a great way for Government Organizations of all sizes across all
industries to leverage the costs and complexities associated with in-house communications system
development and implementation. Mitel Professional Services gives your business the ability to
incorporate modifications and advancements on your own time at your own pace, along with mitigating
the associated risks and costs. We work with you to understand how your company functions, taking a
close look at your business environment and systems. We listen to your business goals and set-out a
course for you to achieve those goals through technology that enhances your current service abilities and
accelerates development of future capabilities. The result of the process leaves you with actionable
recommendations to achieve your goals. Mitel Professional Services offers three levels of service options.
They are Standard Services, Advanced Services and Transformation Integration Services.
Standard Services provides communication system design and implementation; including project
management, installation and training. Utilizing Standard Services offers access to Mitel certified
technicians and reduces the time required to go live with your system, allowing your business to realize
the value of the solution sooner and start generating a return on investment (ROI) sooner.
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Advanced Services focuses on business evolution; providing consultancy as your business changes. Mitel’s
Advanced Professional Services provide expertise in areas of solution design, advanced applications, third-
party integrations, premise and cloud migration. In addition, UCC and Contact Center health checks are
available to audit and analyze your communications system, infrastructure and contact center. Advanced
Services health checks result in specific recommendations and implementations to maximize your
investment, achieve a higher ROI and differentiate your business from competitors.
Transformation Integration Services offers Mitel customers a means to differentiate their business
through customized deployments. Specialists develop solutions that include CRM integrations, like Click
to Dial, screen pop integrations and task/event integrations. Because business needs vary, Transformation
Integration Services offers unique custom integrations to meet demands, including redesign of chat apps,
integration into customers’ custom-built systems, development of Web applications to interface with
customer specific systems and industry/vertical specific CRM integrations.
Mitel knows that results do not happen overnight. With our Professional Services teams, we incorporate
decades of knowledge and expertise into our thorough planning and preparation processes, so you have
meaningful recommendations and solutions that meet your requirements now and enable developments
down the road.
Mitel Software Assurance
The Mitel Software Assurance is a support program for the lifecycle management of Mitel software
solutions. It enables organizations to maintain operational excellence of Mitel software, keeping City of
Kalispell’s assets current, Cloud applications fully operational, access to Mitel Technical Support
resources, and fault reporting and performance analytics of Mitel Performance Analytics (MPA).
Maximize Value of our UC Solutions
City of Kalispell will receive access to the latest software releases and vendor support provided by Mitel’s
trained and authorized partners offerings. The program will provide City of Kalispell with the following
support:
• software concurrency with regular software updates for patches and fixes
• new software releases for enhanced functionality and innovations
• ongoing standards compliance
• security risk management
• case management and technical support services
• fault monitoring with premium (MPA)
City of Kalispell will automatically be on Premium Mitel Software Assurance through LAN Cloud Connect:
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Premium Software Assurance & Support, in addition to everything in the Standard subscription, includes
technical support 24 hours a day, seven days a week, 365 days a year, access to online training; as well as
Mitel Performance Analytics (MPA), a software tool helping proactively monitor and analyze your system
to maintain optimal performance. MPA is a cloud-based fault and performance management solution that
provides superior monitoring methods of performance, real-time alerts, and on-demand/historical
reporting for Mitel Unified Communication (UC) products, associated applications, and network
infrastructure.
At Mitel, we continuously invest to keep our solutions current. This encompasses security updates, IT
Compatibility (OS Versions, 3rd party integrations) assurance and quality updates. In addition to this, we
offer ongoing access to enhanced services in our hybrid-enabled solutions.
With the speed of change in today's technology environments, it makes good sense to keep all of our
customer’s systems current via our Software Assurance program.
City of Kalispell will be able to download, install and use software updates and upgrades for the applicable
Products during the term of the Software Assurance & Support entitlement without any additional
upgrade fees or charges. Updates and upgrades include bug fixes, patches, major new releases, and minor
feature enhancements.
Purchase Options
Mitel Software Assurance is included with monthly user fee:
Software Assurance Technical Support
Mitel provides global technical support to our service providers and partners through our offices in North
America, the United Kingdom, EMEA and Asia Pacific. Our partners and customers can rely on Mitel’s team
of technical support professionals who provide high-quality, prompt and efficient technical and product-
related support.
Premium Software Assurance is included with your Subscription
Technical Expertise
Your authorized partner will contact Mitel technical support experts to join forces and ensure issues are
driven to resolution in a timely manner. Mitel support experts apply deep technical knowledge to collect
system data, replicate and isolate faults, validate configuration, point out third-party product integration
challenges, as well as engage with Mitel product development teams when needed.
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The Mitel support team consistently delivers excellence through best practices based on ITIL Framework,
with regional accreditation to ISO 20000 and ISO 27001.
Support Level Objectives
Technical support focuses on effective and timely case management and incident resolution—initial
response, action plan, answer and/or fix delivery.
Standard Software Assurance tickets will be updated during local business hours.
MPA Key Features and Benefits
Finding the source of a network problem is one of the top challenges for IT professionals. Mitel
Performance Analytics (MPA), available with premium software assurance, expands troubleshooting
approaches and data visualizations to speed problem identification and resolution for City of Kalispell.
Deployed in the cloud or on-premise, MPA monitors and manages the performance of Mitel and third-
party systems on the network, such as servers and routers. MPA helps City of Kalispell shift to a more
proactive service delivery model, detecting and addressing problems before users are impacted.
MPA is deployed on more than 5,000 networks globally and includes the following features:
• Secure remote access and 24/7 system monitoring
• Agent-based network testing for voice and video
• Two-Factor Authentication
• Customized alarm filters and flexible alerts text
• Hierarchical display in MPA dashboard
• Scheduled maintenance modes
• Network diagrams
• Emergency response alarms (for MiVoice Business through LAN Cloud Connect Subscription)
• Improved utilization visualizations
• Voice Quality (VQ) cause correlation graphs
• Access to unscored site qualification
• Support for SIP DECT (OMM and RFP) devices
• Probe as an MSL Blade
• Device back-up
• Device Creation Wizard
• Reports and queries – performance, inventory, voice quality, trunk traffic, and custom
• Monitor Mitel Interaction Recorder (MIR)
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MPA allows City of Kalispell to monitor and manage the entire network with a special focus on VQ. The
result is faster problem resolution for City of Kalispell and more reliable network performance for users.
MPA offers the following key benefits:
• Quick problem detection and resolution
• Simplified management of large networks
• User satisfaction and adoption
• Better use of IT resources
Mitel Performance Analytics
Mitel Performance Analytics (MPA) is a fault and performance management software that monitors and
manages your entire network, with a special focus on voice quality. The result is faster problem detection
and resolution and reliable network performance. Proven in more than 5,000 Mitel customer networks,
MPA is end-to-end network performance management of Mitel and the surrounding network.
Network Insight and Performance
MPA ensures network insight and performance so that customers can be assured their entire network is
monitored:
Monitoring
Mitel Performance Analytics gives deep visibility into Mitel UC performance by monitoring the status and
performance of Mitel and third-party systems in the network.
Proactive UC network performance monitoring assesses voice quality as well as overall system and
individual application performance.
Network Diagrams
Visualize the source of a voice quality problem on a Visio network diagram uploaded by the MPA user.
Quickly gain insight into which device is experiencing issues and what is causing the problem.
IPT User Dashboards
View data for each user, including voice quality for each call.
Dashboards display data by user including:
• Name, directory number
• Services and groups
• Alarms for user
Network Tools
Network tools include:
• Testing and Troubleshooting. Network diagnostics can be launched from any device. A
remote IP set network test allows you to run IP traceroute directly from a MiVoice Business
through LAN Cloud Connect Subscription handset.
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• Secure remote access and single sign-on. Easily access network devices from anywhere in
the world. No VPN and single click device access. Integrated web-proxy server for remote
access. Single sign-on allows for fast access to MiVoice Business through LAN Cloud Connect
Subscription. All authenticated and encrypted with SSL, SSH and HTTPS. VMware ESKI and 2
factor authentication for added security.
• Reports (container-level) and quick queries. Reports by container or by device, in PDF
format, email delivery, monthly, weekly or on-demand. Retrieve key data in .csv format on
quick queries, with optional pie chart pivot table displays
Analytics and Advanced Reporting
Voice quality correlation graphs will point towards the root cause of the problem, allowing you to spot
trends. Detailed reports help to quickly identify and assess voice quality. These can be easily shared and
include a high level VQ score of a specific device or container, that isolate factors that could affect or
impact the VQ score.
Create custom reports with key inventory data. Report templates can be saved and downloaded.
Management Functionality
Simplify common management and administration operations. The Device Operations Schedule allows for
scheduling key operators for single or multiple devices. Schedule maintenance mode for greater flexibility
when devices are out service, avoiding alerts.
Scheduled or on-demand backups for single or multiple MiVoice Business through LAN Cloud Connect
Subscription or MiVoice MX-ONE Systems, or SMDR collection.
Flexible, real-time alerts provide timely and actionable data on network issues. MPA has three types of
alarms – device, threshold, and system that give you control of the type of alarms that are seen and
actioned. MPA also listens for emergency response SNMP traps.
Device discovery, whether you are licensing one device or one thousand, MPA scans the network and
discovers devices to speed up the set-up process. The system configuration wizard extends the ease-of-
set-up for onboarding and licensing new devices.
MPA Utilization Display
Mitel Performance Analytics (MPA) allows flexibility in how data is utilized and displayed. Users can view
more granular utilization data over a customized time period.
This detailed data is available for up to 30 days, with daily summary values available after 30 days have
elapsed.
The MPA utilization display includes reports for:
• MiVoice Business through LAN Cloud Connect Subscription trunk utilization and SIP trunk
utilization
• MiVoice MX-ONE route utilization and gateway utilization
• MiVoice Border Gateway trunk utilization
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Mitel provides reports that show network utilization.
Mitel Product Release Lifecycle Policy
Mitel’s software release product lifecycle support, long-term support release and manufacture
discontinue process are outlined in the following policy document, which signifies support of its hardware
and software solutions for up to one year after current release lifecycle announcement.
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IMPLEMENTATION OVERVIEW
MiVoice Business through LAN Cloud Connect Subscription Solution Implementation Checklist
Mitel will deploy the proposed MiVoice Business through LAN Cloud Connect Subscription solution
according to steps below, which are divided into six categories: Planning, Installation, Design and
Programming, Testing, Training and Cutover.
Some elements of the checklist are optional, depending on the purchased level of service.
Typical Implementation Schedule
Planning The commencement of the project. Takes place prior to system delivery. The
equipment cutover date is established.
Installation Starts immediately following equipment delivery, which can be to either a
customer site or an off-site staging location.
Design &
Programming
Begins after the system and equipment are installed (or burned-in, in the case
of off-site staging).
Testing After the equipment is installed at the final location, Mitel tests the following
solution elements:
all system features (as programmed)
all applications (as purchased and programmed)
optional devices (as purchased and programmed, if applicable)
network services (upon cutover)
telephones and peripheral devices (upon cutover)
security (after all programming is complete)
Training user training (within one week before cutover)
system administrator overview (immediately following cutover)
Cutover To occur on a mutually negotiated date.
The assigned Mitel project manager is responsible for creating and maintaining the master
project schedule (critical milestone dates).
Sample Deployment Checklist
Planning
• Complete pre-installation IP site survey
• Complete data network assessment
• Order all miscellaneous installation materials
• Initial customer meeting
• Mitel implementation team introduced to customer
• Review schedule of equipment and services with customer
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• Review critical implementation milestone activity with customer
• Review customer responsibilities (refer to Statement of Work “Prerequisites and
Conditions”)
• Advise customer of equipment delivery date(s)
• Identify storage area available for equipment delivery
• Review network service provider order(s) issued by customer (if applicable)
• Receive customer floor plans
• Introduce design process and set expectations with customer
• Obtain IP addresses for controller and IP handsets
• Review Layer 2 switch settings with customer
• Review station/voice mailbox Information Design Forms requirements based on purchased
design plan
• Secure negotiated cutover date (customer and Mitel)
• Determine system embargo date for customer change orders
• Confirm training schedule
• Schedule optional services (if purchased)
• Audit and verify network service (must be performed prior to order submitted, if purchased)
• Liaise with network service provider
• Verify and confirm that existing service(s) and circuits are accurate according to provided
customer documentation
• Determine order requirements by indicating type and quantity of services
• Submit order (in writing) to network service provider(s)
• Schedule Main Distribution Frame (MDF) layout for Mitel PBX wire out for installation
• Schedule tone and testing
• Schedule new cable (station, house, riser closets) installation based on configuration
requirements
Installation
Equipment delivery
• Identify equipment inventory and discrepancies, if any
• Obtain customer approval on Notification of Equipment Delivery Form
• Ensure equipment is stored in a safe and secure location
Optional hardware (if hardware is provided and install option purchased)
• Install and fasten equipment racks/shelves
• Install inline power units
• Install power bar(s)
• Install patch panel(s) for miscellaneous equipment
Controller
• Install controller
• Apply power to controller
• Apply software update/upgrades (if applicable)
• Enable dimension and feature options based on configuration
• Create authorization profiles
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• Enter system configuration
• Change system passwords
• Set correct time and date
NSU
• Install Network Synchronization Unit (NSU)
• Install fiber patch cables
• Install and label cables (NSU to Main Distribution Frame (MDF))
• Apply power to NSU
ASU
• Install ASU
• Install CIM cable
• Install, label and terminate 25-pair cable (ASU to MDF)
• Apply power to ASU
• Peripheral node (if applicable)
• Install peripheral nodes
• Install fiber patch cables
• Install and terminate 25-pair and ground cables
• Label MDF clearly
• Install peripheral interface cards as per system configuration
• Apply power to peripheral nodes
Voice messaging
• Enable on-board voice mail (if applicable)
• Install Unified Messaging server (if applicable)
• Cable Unified Messaging to MDF and cross connect to PBX (if applicable)
• Apply power to Unified Messaging (if applicable)
Other equipment (if equipment provided and install option purchased)
• Install serial printer
• Install and configure remote maintenance package
• Configure/install/connect RAD
• Install UPS/connect battery packs
• Apply power to all UPSes
• Install power fail transfer unit
• Wire out power failure locations to MDF
• Enable Station Message Detail Recording (SMDR)
• Install Music on Hold interface
• Install loudspeaker paging interface
• Connect night bell(s)
• Connect call accounting interface
• Install and connect reader board(s)
Documentation
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• Generate patch panel/cross-connect records on station cable record from Station
Information Design Form
• Amend blueprints/diagrams/floor plans to reflect any as-built changes
• Document special assemblies
Design and Programming
• Follow up on submitted network service provider order(s)
• Complete customer-provided floor plans (two copies), which identify all locations of
telephones and peripheral devices, if applicable
• Obtain customer approval on floor plans
• Review Station Information/Voice Mailbox Design forms as completed by customer
• Obtain customer approval on completed Station Information/Voice Mailbox Design forms
• Perform Customer Data Entry (CDE) on IP and voice messaging system from the Station
Information/Voice Mail Box Design Form based on the purchased design plan
• Prepare telephone designation labels
Pre-Cut Testing
• Initiate programmed reboot
• Back up database and hard drive
• Perform UPS hold tests
• Verify Automatic Route Selection (all Classes of Restriction, routes, lists, etc.)
• Test network services (PSTN)
• Test network connectivity (private network)
• Test all system features
• Verify station Class of Service
• Verify station Class of Restriction
• Test all applications as purchased
• Test voice messaging system function, applications and integration as required
• Test optional devices as purchased
Training
• Receive customer employee training schedule
• Prepare training room
• Complete training checklist(s)
• Record attendance
• Forward original attendance record to customer
Cutover
• Perform station patching/cross connections
• Place and test telephones and peripheral devices (if purchased)
• Confirm and test connectivity with network service providers’ central office
• Dress and secure all 25-pair cables, fiber patches, power cables, etc.
• Perform database backup
• Perform site clean up
• Remove all excess installation materials
• Tag and return defective equipment, if applicable
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• Clean all work area floors
• Prepare on-site job book. Leave it in the communications room for future reference.
• Prepare and submit Notification of Cutover Form to customer and forward copy to project
manager
Security
All precautions will be taken during CDE entry to minimize the possibility of abuse. The following areas
will be reviewed to minimize the possibility of external and internal abuse:
• External call forwarding; trunk-to-trunk connection without a third party; 1-800 and 1-900
numbers restricted for all extensions unless authorized by customer in writing
• ARS digit string
• Class of Restriction group assignment
• Trunk Class of Restriction
• Direct Inward System Access (DISA) and dial-in trunks
• Auto attendant
• Any type of interfaced voice mail/auto attendant
• Networking
• Internal fraud
• System speed call
• 911 emergency access, if applicable
• Passwords
• Confirm that all levels of passwords have been changed from the defaults
• On last page of checklist, note who from the customer site has access to each level of
authorization and which forms they access as of cutover
• Review customer acknowledgement of security precautions
• Get customer contact to confirm that the above precautions have been demonstrated
• Perform optional services (if purchased)
• Set up help desk telephone requirements in customer-designated area
• Staff help desk
• Disassemble help desk and remove from system programming
• Complete system administration overview training
• Provide post-cutover support
Implementation Overview and Steps
Mitel has a proven history of implementing communications solutions of all sizes and complexities.
Likewise, the Mitel engineers assigned to your project have the familiarity, confidence and competence
to install your solution properly and efficiently.
Mitel implementations follow a clear scope defined in the Statement of Work. Skilled Mitel specialists will
install your new Mitel systems and applications or assist where technology gaps or staff shortages may be
affecting a timely and successful project deployment. Depending on your needs, they can assist remotely
or be on site hourly, daily, weekly or longer.
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In each deployment, Mitel builds a system that includes flexibility for change, assurance of a proper
installation, an optimized system configuration to minimize the effect of failure, guarantee service ability
and rapid repair capabilities.
Following a thorough review of City of Kalispell specifications, Mitel will implement the proposed solution
as follows:
Proof of Concept
As part of the negotiation process and prior to contract signature, Mitel will recommend a Proof of
Concept (PoC) stage, which involves a practical demonstration of the Mitel solution. The PoC will provide
the opportunity to confirm the proposed functionality. It also will allow City of Kalispell to fine-tune the
solution to fit your particular business requirements. The PoC demonstration will be conducted at Mitel
offices.
Phased Implementation
The Mitel implementation plan will cover installation and management activities in the following areas:
• installation management
• project meetings/project reports
• system design/engineering
• comprehensive testing
• training and user support
• cutover service coverage
To ensure proper programming and installation, Mitel will implement the City of Kalispell project in four
key phases:
• Phase 1. Mitel system design specialists will conduct in-depth research for the purpose of
developing project resource schedules.
• Phase 2. Mitel will create a detailed system design in accordance with City of Kalispell’s
requirements. City of Kalispell will place a common carrier service order for the required
facilities to the telephone company.
• Phase 3. Mitel will begin all aspects of the implementation, including installation,
configuration and testing.
• Phase 4. Mitel will perform the final system test. Station user and operator training sessions
will be conducted. Following this will be the cutover to the new system. During this phase,
Mitel experts will document the final system configuration and perform the remaining
acceptance tests.
Essentially a systematic and detailed planning guide for your entire installation, the implementation plan
will break the entire process into measurable components.
Burn-In
Mitel will subject solution components at each City of Kalispell site to a high-stress test, or “burn-in”
process. This will take place over a continuous 15-day period prior to system acceptance.
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The burn-in test will begin only when the system, as defined by a single-site implementation (or individual
scope of work, if it is smaller than a complete site), is fully implemented, thoroughly cut over and
completely operational. Mitel will expect each site to be completed in accordance with its project
governance and acceptance procedure.
Testing
In the planning phase, Mitel will develop a full project test schedule that covers user, site and, if necessary,
Factory Acceptance Testing (UAT, SAT and FAT). Mitel will submit this to City of Kalispell three weeks after
formal go-ahead.
Mitel will ensure testing specifications are at a level appropriate for system functionality in accordance
with the manufacturer’s recommendations. These specifications will include, but not be limited to, the
following:
• testing of all module and sub-module functionality
• testing of all features
• testing of a sample of reports
• call load simulation tests
• a schedule for a bulk upload of moves, adds and changes
• testing of integration with all ancillary systems (before contract acceptance)
• a complete technical checklist for all pre-processing implementation and testing, reviewed
and signed by Mitel
Cutover
Mitel will take complete responsibility for the cutover of the entire system. The cutover will take place
outside of normal office hours and with full coordination from the local telecommunications partner.
Mitel will provide on-site help desk assistance for the first three days of service.
Mitel also will track and share any post-cutover issues within a Post Cut Log (“punch list”), which also will
include effective times and resolutions. As part of this, Mitel will work with City of Kalispell to triage all
ticket responses.
An example of the entire installation process, including cutover, is detailed below. (Note: T-10 refers to
10 days before cutover. The numbers count down accordingly.)
• T-10 — Equipment delivered.
• T-8 — Data network availability confirmed. Network services confirmed. Resources
confirmed.
• T-7 — Environment available. CDE available.
• T-3 — Day 1 of installation. Unpack rack mount, power-up and license equipment.
• T-2 — Program user profiles. Connect MiVoice Business through LAN Cloud Connect
Subscription to City of Kalispell data network.
• T-1 — Test City of Kalispell site, IP link, hosted site.
• T-0 — Cutover. Deploy handsets, train users, cut over onto network services, and bring
system into service.
• T+1 — User support, floor walk and training.
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• T+2 — Technical support and close.
Acceptance
Mitel installations of any size are subject to Site Acceptance Tests or User Acceptance Tests (SAT/UAT).
These tests will be site-specific and designed and negotiated during the planning phase.
Mitel will provide an acceptance test specification for City of Kalispell’s review and approval within four
weeks of receiving the notice to proceed. The specification will include measurable criteria regarding IP
solution functionality and periphery components such as handsets and applications.
At this stage, City of Kalispell and Mitel will negotiate the methodology to be used. Mitel will also
determine the Mean Time Between Failure (MTBF) and Mean Time to Repair (MTTR) for the proposed
system and components. If needed, however, Mitel has listed the historical MTBF and MTTR data for Mitel
3300 Controllers below:
Hardware Software
Availability 99.997%
MTBF / (MTBF + MTTR)
99.999%
Software MTTF / (MTTF
+ SRT)
System failure 15 years
Critical Resource Failure
MTBF
1 unscheduled system
reboot per 5 years
(MTTF)
Down time 4 hours
(MTTR)
25 minutes
Software recovery time
SRT
Project Management Team
At the heart of every Mitel installation is a dedicated project management team assigned to your account.
Mitel Project Management teams are comprised of some of the most experienced and dedicated people
in the telecommunications industry. Since every business is unique, Mitel tailors its teams to satisfy each
application. This facilitates continuity and attention to detail, providing the project knowledge necessary
to assure a smooth installation and cutover.
Your Project Management team will include the following local resources (described in more detail
below):
• project manager
• systems implementation specialist
• technician
• City of Kalispell representatives
Project Manager
The Project Manager (PM) is responsible for the successful execution, management and coordination of
the project and its team members. The PM will lead the Mitel implementation team, act as the central
point of contact for all project communications and be responsible for planning, organizing, facilitating
and problem solving. Through the assigned Mitel PM, City of Kalispell will have access to Mitel personnel
for consultation, as well as information concerning system implementation.
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Upon successful completion of the initiation phase, the Mitel PM will take ownership of the project and
manage the planning, implementation and service transition phases. Responsibilities will include the
following:
• arranging the first project meeting
• securing a clear understanding of project roles and responsibilities
• ensuring a proper flow of communication between the various project members
• managing project scope, cost and time elements
• escalating issues
• creating an on-site documentation package
• managing the transition to service
Systems Implementation Specialist
The systems implementation specialist is responsible for the following tasks:
• Developing a good client relationship to understand the City of Kalispell environment and
expectations
• Guiding City of Kalispell in the completion of the Station Requirement Design Form used to
collect all end-user design information
• Providing system administrator and end-user training
• Performing installation activities
• Developing the core system design, the end-user station design, call flow diagrams for City
of Kalispell approval and sign off prior to cutover
• Managing and communicating installation activities at the City of Kalispell site
• Developing a project training plan
• Programming new systems
• Verifying telecommunications vendor information and connectivity
Technician/Engineer
The technician is responsible for the following tasks:
• Developing a good client relationship to understand the City of Kalispell environment and
expectations
• Critical technical expertise
• The site survey
• Implementing and configuring all software and hardware
• Performing installation activities including all implementation checklists
• Providing a seamless integration with the City of Kalispell network
• Installing new phones
City of Kalispell Representatives
As members of the project team, appointed City of Kalispell representatives also will play a vital role in
the successful implementation of the project by providing Mitel with information, ongoing guidance as to
City of Kalispell’s expectations and, most importantly, acceptance of the negotiated deliverables.
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City of Kalispell will be responsible for the following tasks:
• Providing telecommunications management (excluding DataNet)
• Provide proper environmental conditions
• Provide an accessible point of contact or representation during customer meetings
• Develop and provide a current network design
• Review and sign off call flow diagrams and Station Requirement Design Forms
• Allow Mitel to perform a site survey prior to the final equipment review
• Provide a copy of the current database and any interpretation that may be required
• Provide access to all entities needed for project completion
• Review, verification and sign off final product
• Working with Mitel to provide remote access to the communications system via dial-up or a
VPN-type connection
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TRAINING
Training Services
Adopting new software or tools has a major impact on the lives of most users and system administrators.
Mitel Customer training can guide you through the transition and help you do your job efficiently. Training
is a vital element in the success of any new technology solution and we will work with you to make certain
all users and administrators are comfortable with Mitel products. Mitel training courses are designed
specifically for the following workers:
• End user: An interactive tutorial is provided through the Mitel IP Phone Feature Teacher.
• Operator: Classes teach call handling and familiarize operators with the consoles.
• System administrator: Courses help all those responsible for configuring, monitoring and
managing the system and user extensions.
• System management: System managers learn advanced network management and are
oriented on all relevant applications.
Our training delivery methods and schedules are flexible, allowing you to determine what works best
according to your timelines and resources. Classes led by Mitel instructors or certified local Mitel partners
can be held in a choice of different languages, depending on your needs.
Mitel University’s Learning Management System
Mitel University’s Learning Management System (LMS) will allow City of Kalispell employees to register
for certification courses and track their progress in the certification process. They also can search, register
for and pay for courses using LMS. Once they have completed a course or certification, LMS will enable
them to view transcripts and access printable online certificates.
Feature Teacher End User Training
The Mitel Feature Teacher tutorial offers self-paced interactive instruction to end users. This media-rich
online tool allows users to explore functions available on MiVoice IP Phones and applications, in relation
to the Mitel solution.
Through the browser interface, City of Kalispell users will be able to explore a Mitel IP Phone, view its
buttons and keys; and watch animations that describe features, such as Speed Call, Transfer and
Conference. For more detailed knowledge, users can take a tour of features and learn their way around
some our applications, such as MiTeam Meetings and MiCollab Client.
The guided tutorial mode includes pop-up prompts with voice over. Whereas an unguided tutorial allows
users to test their knowledge of feature operation without prompting.
The tutorials are updated as Mitel adds new sets, functionalities and user applications to its portfolio.
There is no cost and the training is available from Mitel’s website (copy this link into a browser to begin):
http://training.mitel.com/cw/WebSite/techTraining/mercury/Desktop%20End%20User-new.htm
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The training interface will appear as follows, by product type:
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Example shown is the feature teacher for the 6970 IP Conference Phone
Example of the MiTeam Meetings features with a how-to guide of instructions to use it effectively.