Mitel Accessibility Conformance Report
WCAG Edition
(Based on VPAT® Version 2.5)
Product Information
Name of Product/Version: MiContact Center Enterprise Web Agent, Version 9.7
Report Date: Feb 2025
Product Description: The Web Agent application provides an alternative to MiContact Center Agent, using a web interface.
Contact Information: accessibility@mitel.com
Notes: N/A
Evaluation Methods Used
The evaluation methods were used by on-line accessibility tool, screen reader and manual testing on Chrome. The on-line accessibility tool is the Google Chrome extension “axe DevTools” and color contrast websites such as WebAIM Contrast Checker. JAWS was used as the screen reader for Chrome on Windows.
Applicable Standards/Guidelines
This report covers the degree of conformance for the following accessibility standard/guidelines:
| Standard/Guideline | Included In Report |
|---|---|
| Web Content Accessibility Guidelines 2.0 | Level A (Yes) Level AA (Yes) Level AAA (No) |
| Web Content Accessibility Guidelines 2.1 | Level A (Yes) Level AA (Yes) Level AAA (No) |
| Web Content Accessibility Guidelines 2.2 | Level A (Yes) Level AA (Yes) Level AAA (No) |
Terms
The terms used in the Conformance Level information are defined as follows:
- Supports: The functionality of the product has at least one method that meets the criterion without known defects or meets with equivalent facilitation.
- Partially Supports: Some functionality of the product does not meet the criterion.
- Does Not Support: The majority of product functionality does not meet the criterion.
- Not Applicable: The criterion is not relevant to the product.
- Not Evaluated: The product has not been evaluated against the criterion. This can only be used in WCAG Level AAA criteria.
WCAG 2.x Report
Table 1: Success Criteria, Level A
| Criteria | Conformance Level | Remarks and Explanations |
|---|---|---|
| 1.1.1 Non-text Content (Level A) | Supports | This requirement is fully met. All non-text content that is presented to the user have text alternatives. |
| 1.2.1 Audio-only and Video-only (Prerecorded) (Level A) | Not Applicable | MiContact Center Enterprise (MiCCE) Web Agent does not have prerecorded audio-only or prerecorded video-only media. |
| 1.2.2 Captions (Prerecorded) (Level A) | Not Applicable | MICCE Web Agent does not have prerecorded audio content. |
| 1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A) | Not Applicable | MICCE Web Agent does not have prerecorded audio content. |
| 1.3.1 Info and Relationships (Level A) | Supports | This requirement is fully met. Information, structure, and relationships conveyed through presentation are available in text. |
| 1.3.2 Meaningful Sequence (Level A) | Supports | This requirement is fully met. The content that can be programmatically determined in MICCE provides correct reading sequence. |
| 1.3.3 Sensory Characteristics (Level A) | Supports | This requirement is fully met. MICCE Web Agent does not rely on one sensory characteristic for instructions. |
| 1.4.1 Use of Color (Level A) | Supports | This requirement is fully met. MICCE Web Agent does not rely on color alone to convey information. Other means such as font size, bold, and text content are utilized to assist in conveying the information. |
| 1.4.2 Audio Control (Level A) | Not applicable | There is no automatically played audio on any web page in MICCE Web Agent. |
| 2.1.1 Keyboard (Level A) | Supports | All functionalities can be accessed by keyboard (unmodified Tab) in MiCCE Web Agent. This requirement is fully met. |
| 2.1.2 No Keyboard Trap (Level A) | Supports | The focus can be moved to and away from any component and does not cause a keyboard trap. This requirement is fully met. |
| 2.1.4 Character Key Shortcuts (Level A 2.1 and 2.2) | Not applicable | There is no character key shortcut in MiCCE Web Agent. This requirement is fully met. |
| 2.2.1 Timing Adjustable (Level A) | Supports | In MiCCE Web Agent, the clerical time can be extended repeatedly and canceled. Users can enable or disable it on the call control panel. This requirement is fully met. |
| 2.2.2 Pause, Stop, Hide (Level A) | Not applicable | MICCE Web Agent has auto-updating information that starts automatically or lasts more than five seconds, however, the auto-updating is part of activities where it is essential. |
| 2.3.1 Three Flashes or Below Threshold (Level A) | Not applicable | MICCE Web Agent does not contain anything that flashes more than three times in any one second period. This requirement is fully met. |
| 2.4.1 Bypass Blocks (Level A) | Supports | With JAWS, users can skip to different locations of the user interface by using hotkeys. This requirement is fully met. |
| 2.4.2 Page Titled (Level A) | Supports | MICCE Web Agent provides titles for the webpage. This requirement is fully met. |
| 2.4.3 Focus Order (Level A) | Supports | Users can navigate sequentially through operational content with JAWS. This requirement is fully met. |
| 2.4.4 Link Purpose (In Context) (Level A) | Supports | Links have their link text alone or provide link purpose. This requirement is fully met. |
| 2.5.1 Pointer Gestures (Level A 2.1 and 2.2) | Not applicable | MICCE Web Agent does not require any path-based pointer gestures. |
| 2.5.2 Pointer Cancellation (Level A 2.1 and 2.2) | Not applicable | MICCE Web Agent does not require any path-based pointer gestures. |
| 2.5.3 Label in Name (Level A 2.1 and 2.2) | Supports | For user interface components with labels that include text or images of text, the name contains the text that is presented visually and accessed by screen readers. This requirement is fully met. |
| 2.5.4 Motion Actuation (Level A 2.1 and 2.2) | Not applicable | MICCE Web Agent does not have functionalities operated by device motion or user motion. This requirement is fully met. |
| 3.1.1 Language of Page (Level A) | Supports | The default human language of each Web page can be programmatically determined. This requirement is fully met. |
| 3.2.1 On Focus (Level A) | Supports | MICCE Web Agent does not cause a change of context on focus. This requirement is fully met. |
| 3.2.2 On Input (Level A) | Supports | MICCE Web Agent does not change the context/setting of the control itself when entering data or selecting a control. This requirement is fully met. |
| 3.2.6 Consistent Help (Level A 2.2 only) | Not applicable | There is no help mechanism repeated in a set of webpages in MiCCE Web Agent. This requirement is fully met. |
| 3.3.1 Error Identification (Level A) | Support | MICCE Web Agent restricts the input as numbers for calls. When the user inputs text characters, it will not be allowed. This requirement is fully met. |
| 3.3.2 Labels or Instructions (Level A) | Supports | MICCE Web Agent provides labels or instructions when content requires user input. This requirement is fully met. |
| 3.3.7 Redundant Entry (Level A 2.2 only) | Not applicable | MICCE Web Agent does not apply to redundant entry in any scenarios. |
| 4.1.1 Parsing (Level A) | Supports | For WCAG 2.0 and 2.1, the September 2023 errata update indicates this criterion is always supported. See the WCAG 2.0 Editorial Errata and the WCAG 2.1 Editorial Errata. This requirement is fully met. |
| 4.1.2 Name, Role, Value (Level A) | Supports | MICCE Web Agent provides the correct names, role, state, and other important accessibility information for all user interface components. This requirement is fully met. |
Table 2: Success Criteria, Level AA
| Criteria | Conformance Level | Remarks and Explanations |
|---|---|---|
| 1.2.4 Captions (Live) (Level AA) | Not applicable | MICCE Web Agent does not have live audio content. |
| 1.2.5 Audio Description (Prerecorded) (Level AA) | Not applicable | MICCE Web Agent does not have prerecorded video content. |
| 1.3.4 Orientation (Level AA 2.1 and 2.2) | Not Applicable | MICCE Web Agent does not have built-in settings for orientation. This requirement is fully met. |
| 1.3.5 Identify Input Purpose (Level AA 2.1 and 2.2) | Supports | MICCE Web Agent provides information of the purpose on input fields and can be programmatically determined. This requirement is fully met. |
| 1.4.3 Contrast (Minimum) (Level AA) | Partially Supports | The visual presentation of text and images of text has a contrast ratio of at least 4.5:1, with the following exceptions: The text of navigation menu in Settings, The chat content in Conversation, Statistics information in Real Time, "Search" text in search bar. They may affect users with low vision and who do not see the full range of colors. This requirement is only partially met. |
| 1.4.4 Resize text (Level AA) | Partially Supports | Text is resized to 200% throughout MiCCE Web Agent without a loss of content of functionality, with the exception of the lower panels including Settings, Sessions, Contacts, Call Log and Real Time functionalities. It may affect users with low vision who need to increase text size in content. This requirement is only partially met. |
| 1.4.5 Images of Text (Level AA) | Supports | MICCE Web Agent uses text instead of images of text to convey meaning on user profile image. This requirement is fully met. |
| 1.4.10 Reflow (Level AA 2.1 and 2.2) | Partially Supports | Content of MiCCE Web Agent can be presented in one column so that scrolling in more than one direction is not necessary when the browser is scaled to 400%. However, the lower panel including Settings, Sessions, Contacts, Call Log and Real Time functionalities lose their information and cannot be operated. It may affect users with low vision who need to increase text size in content. This requirement is only partially met. |
| 1.4.11 Non-text Contrast (Level AA 2.1 and 2.2) | Partially Supports | Non-text content including user interface components and graphical objects follows a contrast ratio of at least 3:1 against adjacent color, with the following exceptions: The Settings icon/tab, The checkboxes in Settings, The Cancel buttons, All the call control buttons that have light grey background (#f2f2f2), The call control and status buttons that have green background (#78c57f), The icons of inbound and outbound calls in Call Log, Status icon of agents in Contacts. They may affect users with low vision and who do not see the full range of colors. This requirement is only partially met. |
| 1.4.12 Text Spacing (Level AA 2.1 and 2.2) | Supports | The content implemented using markup languages supports the space rules and has no loss of content or functionality. This requirement is fully met. |
| 1.4.13 Content on Hover or Focus (Level AA 2.1 and 2.2) | Supports | Where receiving and then removing pointer hover or keyboard focus triggers additional content to become visible and then hidden, the pointer or the additional content is dismissable, hoverable or persistent. This requirement is fully met. |
| 2.4.5 Multiple Ways (Level AA) | Supports | MICCE Web Agent utilizes a fixed navigation of all tabs, search and shortcuts for locating screens. This requirement is fully met. |
| 2.4.6 Headings and Labels (Level AA) | Supports | The headings and labels are clear and descriptive when they are provided. This requirement is fully met. |
| 2.4.7 Focus Visible (Level AA) | Supports | The keyboard focus is always available when a UI component is operated. This requirement is fully met. |
| 2.4.11 Focus Not Obscured (Minimum) (Level AA 2.2 only) | Supports | MICCE Web Agent ensures when an item gets keyboard focus, it is at least partially visible. This requirement is fully met. |
| 2.5.7 Dragging Movements (Level AA 2.2 only) | Not applicable | There is no dragging movement in MiCCE Web Agent. This requirement is partially met. |
| 2.5.8 Target Size (Minimum) (Level AA 2.2 only) | Partially supports | The sizes of the targets for pointer inputs are at least 24 by 24 CSS pixels with the exceptions of: The Make and Delete Call icons when hovering over on the Call Log and Contacts rows (20x24). It may affect users with low vision and motor impairment. |
Table 3: Success Criteria, Level AAA
Notes: Not evaluated.
| Criteria | Conformance Level | Remarks and Explanations |
|---|---|---|
| 3.1.2 Language of Parts (Level AA) | Not applicable | MICCE Web Agent does not contain text with a change in language. This requirement is fully met. |
| 3.2.3 Consistent Navigation (Level AA) | Supports | MICCE Web Agent has a consistent navigation mechanism. This requirement is fully met. |
| 3.2.4 Consistent Identification (Level AA) | Supports | MICCE Web Agent components are identified consistently. This requirement is fully met. |
| 3.3.3 Error Suggestion (Level AA) | Not applicable | MICCE Web Agent does not automatically detect any input errors. |
| 3.3.4 Error Prevention (Legal, Financial, Data) (Level AA) | Not applicable | Use of MICCE Web Agent does not inherently cause legal commitments or financial transactions to occur. This requirement is fully met. |
| 3.3.8 Accessible Authentication (Minimum) (Level AA 2.2 only) | Supports | MICCE Web Agent does not make people solve, recall, or transcribe something to log in. This requirement is fully met. |
| 4.1.3 Status Messages (Level AA 2.1 and 2.2) | Not Applicable | MICCE Web Agent does not utilize messages for status changes or updates. |
Legal Disclaimer
This Mitel Accessibility Conformance Report provides details of the accessibility features of MiCCE Web Agent, Version 9.7 as of February 2025. This document is provided “AS IS” for informational purposes only, and does not constitute legal advice, nor is it intended to represent a certification for compliance. The information reflects the product as of the date of this report and covers all previous versions and is subject to change without notice. Updates will be made available in the same way as this one. No liability is assumed for the accuracy of this document, or the decisions made based on its content.
© 2025 Mitel Networks Corporation. All Rights Reserved. Mitel and the Mitel logo are trademark(s) of Mitel Networks Corporation. Unify and associated marks are trademarks of Unify Software and Solutions GmbH & Co. KG. All other trademarks herein are the property of their respective owners.
