Mitel CX ICP Controller
Specifications
- Product Name: Mitel CX 1.0
- Release Date: April 2025
- Rebranding Changes: Replaced MICCB references with Mitel CX, Multimedia Contact Center references with Mitel CX Digital
- Call Recording: Added configuration for basic recording functionality in SIP platforms
- Web Ignite Modernization: Updated navigation and configuration details with new Ignite UI changes
- Graph API Changes: Implemented changes due to Microsoft deprecating EWS
- Update AMC to SLS Changes: Updated with SLS registration and configuration details
- Agent Features: Added a new section Cancel Transfer under Transferring Calls
Installation and Setup
Follow the installation guide provided in the Mitel CX Installation and Administration Guide for your specific platform (SIP or MiVB).
Call Recording Configuration
To configure basic call recording functionality on SIP platforms, refer to the Mitel CX Installation and Administration Guide. Follow the instructions for setting up recording calls and accessing recorded files in Ignite.
Web Ignite Modernization
To navigate and configure the new Ignite UI changes, consult the Mitel CX Online Help and User Guide for your platform.
Graph API Integration
To integrate Graph API changes related to Microsoft deprecating EWS, refer to the updated Microsoft OAuth Authentication topic in the relevant guides.
Agent Features
If an agent is unable to return to a customer while on hold by a consulted agent, utilize the Cancel Transfer feature under Transferring Calls section in the user guides.
FAQs
Q: How can I access recorded files in Ignite?
A: Refer to the Mitel CX Installation and Administration Guide for SIP Platforms for detailed instructions on accessing recorded files in Ignite.
Q: Where can I find information on SLS registration and configuration?
A: The updated Mitel CX Installation and Administration Guides for MiVB Platform and SIP Platforms contain details on SLS registration and configuration.
Q: How do I navigate the new Ignite UI changes?
A: Consult the Mitel CX Online Help and User Guides for your specific platform (MiVB or SIP) for guidance on navigating the new Ignite UI changes.
Mitel CX 1.0
April 2025
What’s New in Documentation for this Release
Note: This list exclusively highlights the significant updates made to feature documentation during this release
phase. In addition to these enhancements, numerous documentation-related issues were also addressed and resolved.
Mitel CX Rebranding Changes o Replaced “MICCB references to Mitel CX” and “Multimedia Contact Center references to Mitel CX Digital”. o Rewritten the entire installation, upgrade, and licensing section.
Updated Documents o All Mitel CX Guides
Replace Freeswitch with OpenScape CMS Media Server o Created a new document for OpenScape CMS – Mitel CX Integration. o Added the various configuration required for OpenScape CMS. o Removed all FreeSwitch instances and replaced with OpenScape CMS Media Server.
Updated Documents o Mitel CX System Engineering Guide for SIP Platforms o Mitel CX Deployment Guide for SIP Platforms o Mitel CX Installation and Administration Guide for SIP Platforms o Mitel CX Online Help and User Guide for SIP Platforms o Mitel CX Gateway Settings Guide o Mitel CX Securing Connections o Mitel CX OpenScape Contact Media Service Integration Guide
Basic Call Recording o Added various configuration (in YSE) required for basic recording functionality in SIP platforms o Added the details of recording calls and accessing recorded files in Ignite
Updated Documents o Mitel CX Installation and Administration Guide for SIP Platforms o Mitel CX Online Help and User Guide for SIP Platforms o Mitel CX OpenScape Contact Media Service Integration Guide o All language localized files
Power BI Enhancements SQL View and Power BI Data model for SIP Based Queue Data o Adding the following new topics under “Business Intelligence SQL View > Configuration Views” in the Data Dictionary Guide: SIPQueues SIPAgents SIPQueueAgentsMembers o Adding the following new topics under “Business Intelligence SQL View > Data Views” in the Data Dictionary Guide: BI_CDR_MatrixVoice BI_CDR_SIP_AgentConversations BI_SIP_V1_CDR_EmployeeFacts BI_SIP_V1_CDR_QueueFacts BI_SIP_V1_CDR_QueuePerformance BI_SIP_V1_ConversationSummary vw_Dispositions SIPAgentGroups BI_Voice_V1_AgentLoginOutShiftDuration o Adding the following new topics under “Power BI > Power BI Template” in the Mitel CX Reporting Guide for SIP. SIPQueueReportDashboard_V1 SIPAgentReportDashboard_V1
Updated Documents: o Mitel CX Data Dictionary o Mitel CX Reporting Guide for SIP Platforms
Web Ignite Modernization o Updated the navigation and configuration details with the new Ignite UI changes in the below mentioned guides.
Updated Documents o Mitel CX Online Help and User Guide for MiVB Platform o Mitel CX Online Help and User Guide for SIP Platforms o Mitel CX Digital Guide for MiVB Platform o Mitel CX Digital Guide for SIP Platforms o All language localized files
Implement Graph API Changes due to Microsoft Deprecating EWS o Updated the Microsoft OAuth Authentication topic with Graph API related details.
Updated Documents o Mitel CX Installation and Administration Guide for MiVB Platform o Mitel CX Installation and Administration Guide for SIP Platforms o Mitel CX Digital Guide for MiVB Platform o Mitel CX Digital Guide for SIP Platforms
Update AMC to SLS Changes o Updated with the SLS registration and configuration details. o Reference to AMC is removed and replaced with SLS in the Mitel CX documents.
Updated documents o Mitel CX Installation and Administration Guide for MiVB Platform o Mitel CX Installation and Administration Guide for SIP Platforms o MiVoice Analytics Installation and Administration Guide
Agent Unable to Return to Customer if Agent is on Hold by Consulted Agent o Add a new section “Cancel Transfer” under “Transferring Calls”.
Updated Documents o Mitel CX Online Help and User Guide for MiVB Platform o Mitel CX Online Help and User Guide for SIP Platforms o Mitel CX Digital Guide for MiVB Platform o Mitel CX Digital Guide for SIP Platforms o All language localized files
CloudLink Daemon Configuration for Web UI o Updated the topic “Integrating Mitel CX with CloudLink”
Updated documents o Mitel CX Installation and Administration Guide for MiVB Platform o Mitel CX Installation and Administration Guide for SIP Platforms
Support for new TTS and ASR Through GCP due to Nuance’s Phase out o Updated Speech Recognition and Text-to-Speech with Google Cloud Platform.
Updated documents o Mitel CX System Engineering Guide for MiVB Platform o Mitel CX System Engineering Guide for SIP Platforms o Mitel CX Installation and Administration Guide for MiVB Platform o Mitel CX Installation and Administration Guide for SIP Platforms o Mitel CX OpenScape Contact Media Service Integration Guide
Removed the following References from Mitel CX Guides o References to MiVoice 400 and MiVoice Connect o References to Workflow Scheduling o References to Ignite Desktop o References to MiVCR, dvsAnalytics Encore, and Red Box Quantify
The information contained in this document is believed to be accurate in all respects but is not
warranted by Mitel Networks Corporation (MITEL®).The information is subject to change without
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subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions
in this document. Revisions of this document or new editions of it may be issued to incorporate such
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© Copyright 2025, Mitel Networks Corporation
All rights reserved
Getting Started 2
This chapter contains the following sections:
• Enterprise Server Installation and Upgrades
• Setting up User Preferences
After Mitel CX has been installed on the Enterprise Server and clients, you can launch CCMWeb and configure
user preferences and email contacts. All other client configuration is done at the administrative level and
described in the Mitel CX Installation and Administration Guide.
2.1 Enterprise Server Installation and Upgrades
The following topics have been removed from the latest restructured Online Help as these topics are
already available in the Installation and Administration Guide:
For complete details on the following topics, see the Mitel CX Installation and Administration Guide .
• Enterprise Server Installation and Upgrades
• Configuration
• Services and Database Administration
• IVR Routing
• Remote Server Installation
• CTI Developer Toolkit
• Sales Force Integration
• Client Installation
• Client Configuration
• Data Mining
• Installing Mitel CX on VMWare
For details on Installing, configuring, and maintaining a Mitel CX Digital, see the Mitel CX Digital Installation
and Deployment Guide.
2.2 Setting up User Preferences
You can change your preferences at any time. They are found in CCMWeb under My options. From this
menu, you can:
• Specify your language preference
• Change your password
• View your security role properties
• Configure email contacts
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Getting Started
2.2.1 Specifying your language preference
Note:
Mitel CX applications, such as YourSite Explorer and Contact Center Client, all leverage the language
settings of the operating system in addition to the language preference set for Mitel CX. Ensure that if
you adjust the language settings of Mitel CX, you also adjust the language settings of your operating
system to match.
To specify your language preference:
1. Hover over My options and select My preferences.
2. After Display this language, select a language.
3. Click Save.
2.2.2 Changing your password
To change the password for your login:
1. Hover over My options and select My password.
2. After Old password, type your old password.
3. After New password, type your new password.
4. After Confirm new password, type your new password.
5. Click Save.
2.2.3 Viewing security role properties
You can view your security role properties. They describe the application areas that you can access.
Only employees with access to YourSite Explorer and whose security role permits managing security can
change the security role properties of employees.
To view the security role properties associated with your login ID:
• Hover over My options and select My security role.
2.2.4 Configuring email contacts
You can create a list of email contacts and email contact groups to whom you email reports. Contact
groups can contain both user-configured contacts from MiVoice Analytics as well as all existing employees
from YourSite Explorer.
To create a contact group:
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1. Add email contacts
2. Add contact groups
3. Add email contacts to the groups
2.2.4.1 Adding email contacts
To add an email contact:
1. Hover over My options and select Contacts > My email contacts.
2. Click Add.
3. After First name, type the first name of your contact.
4. After Last name, type the last name of your contact.
5. After Email address, type the email address of your contact.
6. To save this contact, click Save.
7. To save this contact and add another contact, click Save & Add.
2.2.4.2 Adding contact groups
To add a contact group:
1. Hover over My options and select Contacts > My email contacts group.
2. Click Add.
3. After Name, type the name of the contact group.
4. After Description, type the description of the contact group.
5. To share this contact group with other CCMWeb users, select Shared Contact Group.
A shared contact group can be viewed, used, and edited by other users.
6. To save this contact group, click Save.
7. To save this contact group and add another contact group, click Save & Add.
2.2.4.3 Adding email contacts to contact groups
To add an email contact to a contact group:
1. Hover over My options and select Contacts > My email contacts group.
2. Click Members for the contact group with which you want to associate agents.
3. If you want to add members from your contacts configured in CCMWeb, click Contacts.
If you want to add members from the employees configured in YourSite Explorer, click Employees.
Both contacts and employees can be added to the same contact group.
4. Under Available contacts, select the check boxes of the members you want to add to the group and
click Add >>.
Ignite 3
This chapter contains the following sections:
• Getting started with Ignite
• Handling Active and Ongoing Interactions
• Managing Agent Groups and Agent Skill Levels
• Accessing real-time information with Ignite
• Controlling Employee and Agent State
• Viewing Historical Interactions
• Managing Case Details
• Managing Contacts
• MiCollab and Ignite integration
• Recording agent greetings
• Options
Ignite is used by agents to handle all types of media, including voice, email, chat, SMS, and open media.
Ignite has the following features:
• Accessing Ignite from any supported, Web-enabled device
• Full support for tablets (Apple, Android, and Microsoft)
Note:
When Ignite is used on a desktop PC, laptop PC, or a tablet, the machine enters sleep mode after a certain
period of inactivity. Upon waking up the device, Ignite need to be refreshed to re-establish connection to
the Mitel CX. Considering this, Mitel CX does not support or recommend the usage of Mobile devices to
connect to Ignite as Mobile devices have a much shorter awake time and will constantly enter the sleep
mode, because of which new notification of conversations might not be received by the device.
• Viewing multiple windows simultaneously to enable greater, immediate access to different types of
information
• Switching between desktop, and tablet, while maintaining consistent access to all relevant information
• Logging in to Ignite, without necessarily being available in queues, enabling employees to access Ignite
without being presented with ACD calls
• Accessing supervisor-light version of Contact Center Client’s Interactive Contact Center capabilities, including
interacting with agent states and agent group presence, and moving interactions from queues to agents,
based on agent availability and queue activity levels
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Ignite
Note:
Using MiCollab Client in conjunction with Ignite, to handle voice interactions, but without integration
functionality, such as collaborative state updates, docking, minimizing/maximizing together, click to IM other
agents and supervisors, and MiCollab Client auto-logout when logging out of Ignite.
The following sections describe Ignite’s functionality and include procedures for working in Ignite, with a focus on
non-voice media types. If your contact center also handles voice interactions, we recommend implementing the
MiCollab and Ignite integration described in the Mitel CX User Guide.
3.1 Getting started with Ignite
The following sections provide a walkthrough of Ignite’s interface. While this section contains some
procedures for viewing and orienting Ignite, agents can access in-depth information on how to use Ignite by
following the cross-references throughout.
The following sections describe how agents can use Ignite to:
• View agent state and state statistics
• Access agent handling statistics
• Launch Ignite
• Sign in and sign out
• Reconnect Ignite
• Post feedback and view forums
• Report performance issues
• Configure Ignite dashboards
• Configure agent profiles
• Manage agent group presence and agent status
• Handle calls and perform in-call actions, such as transferring calls, tagging calls with Account Codes
and Classification Codes, and requesting help
• Remove Work Timer (if enabled for the queue)
3.1.1 Logging in to Ignite
Launch the browser and sign into the application to log in to Ignite. See “Signing into and out of Ignite”.
Note: • The intended users of Ignite are employees connected either locally on the LAN, through VPN, or via the Mitel Border Gateway. • Ignite does not support Compatibility Mode. • Ignite requires JavaScript be enabled on your browser. For more information, consult your browser documentation. • When configuring screen pop notifications to be used with Ignite, you can execute only web URLs. Direct file execution (for example, .EXE or .BAT files) does not work in Ignite as the browser considers it as a security risk. Launch Ignite by typing the following URL into a supported web browser: • http:///Ignitecx OR • http:///Ignitecx Note: If your system uses SSL, type ‘https’ in place of ‘http’ and insert a valid domain or FQDN in place of an IP address. For a list of supported web browsers, contact your supervisor or system administrator. Ignite supports default browser configuration settings. Note: • Editing responses across multiple, open browsers simultaneously is not supported. • If you are drafting an email response and change browsers, hit ‘Refresh’ to pull down your drafted content.Note: After signing in to Ignite and becoming Available, you may be placed in Make Busy across all agent capabilities. This is an administrative configuration. To remove Make Busy, see “Setting and removing Make Busy in Ignite”. Your default sign-in state is Offline. This means you are signed into Ignite but your ACD agents are logged out. You cannot receive ACD interactions until your state is Available. To change states, see “Adjusting agent states in Ignite”. If you are enabled for voice, you can set Ignite to log you in to your phone. See ‘To sign in to Ignite and log in to the phone’, below. Otherwise, we recommend you log into your phone before signing into Ignite so that your agents may become Available. Logging out of the phone or exiting/disabling MiCollab Softphone will log out only the voice agent (multimedia agents are not affected). Logging out of Ignite will log out all agents (voice and multimedia) and may requeue items in the Inbox, depending on administrative configurations. To avoid losing work on these items, agents should finish their replies or transfer inbox items to a queue before logging out. The following procedures explain how to • Sign into Ignite • Sign into Ignite and log into the phone • Sign in to Ignite and log into an External Number as an External Hot Desk Agent • Sign in to Ignite and log into a MiCollab Softphone • Sign out of Ignite Sign into Ignite To sign into Ignite 1. Launch a supported web browser and type: http://EnterpriseServerName>/Ignitecx. OR http:///Ignitecx. Note: If your system uses SSL, type ‘https’ in place of ‘http’ and insert a valid domain or FQDN in place of an IP address. 2. Enter your Username and Password
Note:
If you use Windows Authentication, enter your DOMAIN\Username and your domain password.
3. Click Sign in. You can set or change phone settings from Ignite’s Options page.
Sign into Ignite and log into the Phone
To sign into Ignite and log into the phone
Note:
• This feature is supported for hot desk and external hot desk agents only.
• You can set or change phone settings from Ignite’s Options page.
1. Perform the above mentioned sign in steps.
2. On the Log in to a phone dialog window, specify your Extension and PIN (if applicable).
3. To log into your phone once your sign-in is complete, select the Automatic login checkbox and click
Login.
Note:
• Clicking ‘Save’ dismisses the dialog window and signs you in as Offline. However, the phone
information is saved to your profile and you are logged into your phone once your state is
Available.
• Clicking ‘Cancel’ dismisses the dialog window and signs you in as Offline across all media
types.
Sign in to Ignite and log into an External Number as an External Hot Desk Agent
Document VerNote:
• This feature is supported for external hot desk agents only.
• You can set or change phone settings from Ignite’s Options page.
• Agent needs to have External hot desk user enabled and be configured with their external
details (External dialing prefix, External dialing number) populated in YourSite Explorer for the
External Number to show in Ignite.
1. Enter your Username and Password.
Note:
If you use Windows Authentication, enter your DOMAIN\Username and your domain password.
2. Click Sign in.
3. On the Log in to a phone dialog window, select the External number radio button.
4. To log into your phone once your sign-in is complete, select the Remember my Extension check box
and click Login.
To sign in to Ignite and log into a MiCollab Softphone
Note:
• This feature is supported for hot desk and external hot desk agents only.
• You can set or change phone settings from Ignite’s Options page.
• Mitel CX supports MiCollab ACD Softphone on thick clients and WebRTC.
To configure WebRTC on MiCollab ACD Softphone refer to MiCollab ACD WebRTC Softphone
Integration Guide.
• For WebRTC, only Microsoft Edge and Google Chrome are the supported browsers.
• If you are using MiCollab Softphone, you do not need to select base extension. To use MiCollab
Softphone, in Ignite click the MiCollab Softphone radio button.1. Launch a supported web browser and type: http://EnterpriseServerName>/Ignitecx OR http:// /Ignitecx. Note: If your system uses SSL, type ‘https’ in place of ‘http’. 2. Enter your Username and Password. Note: If you use Windows Authentication, enter your DOMAIN\User name and your domain password. 3. Click Sign in. 4. On the Log in to a phone dialog window, select the MiCollab Softphone radio button. Note: The MiCollab Client needs to be loaded onto the client machine and the Softphone enabled on it before selecting Login in Ignite. A warning message stating to make sure the client application is opened, and the Softphone enabled will appear. 5. To log in to your phone once your sign-in is complete, select the Remember my Extension check box.Note:
• Clicking Save dismisses the dialog window and signs you in as Offline. However, the phone
information is saved to your profile and you are logged in to your phone once your state is
Available.
• Clicking Cancel dismisses the dialog window and signs you in as Offline across all media types.
• If no concurrent voice agent license is available, a “Login failed – No voice agent license”
message is displayed and the agent login is blocked. A “Blocked voice login” alarm is triggered
and visible in Ignite for supervisors.
6. Select the Automatic login check box and click Login.
Note:
All Agent login options will be visible based on configuration of the Employee within the YourSite
Explorer.
To sign out of Ignite
• Click your avatar and then click Logout.
Note:
• Voice agents on active calls are not logged out until the call is complete.
• Directly closing the browser does not log you out of Ignite; you must manually log out of Ignite.
3.1.1.2 Reconnecting Ignite
If Ignite experiences connectivity issues, a ‘Reconnecting’ message displays. If Ignite cannot reconnect
within the time allotted, a ‘Connection lost’ dialog pops with the option to reconnect.
Once the connection is re-established Ignite refreshes and functionality is restored.
Documents / Resources
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Mitel Mitel CX ICP Controller [pdf] User Guide Mitel CX ICP Controller, Mitel CX, ICP Controller, Controller |