MiiTel

MiiTel is an AI-powered IP phone system that helps businesses manage and analyze voice conversations. It provides call functionality along with conversation analytics to help improve sales and customer service performance.

By integrating MiiTel with Qiscus Omnichannel, agents can access MiiTel call functionality directly within the Omnichannel dashboard without switching between multiple applications. This integration helps teams manage voice calls and customer conversations in a single workspace.

A. Benefits of Using MiiTel Integration

Integrating MiiTel with Qiscus Omnichannel provides several advantages:

1. Unified Workspace. Agents can handle customer calls while still accessing chat conversations and customer information within the Omnichannel dashboard.
2. Improved Agent Efficiency. Agents do not need to switch between multiple platforms to manage calls and customer interactions.
3. Better Customer Handling. Customer conversations from voice calls and other channels can be managed more efficiently in one interface.

B. How to Integrate MiiTel with Qiscus Omnichannel

Before starting the integration process, ensure that you have access to both:

• Qiscus Omnichannel
• MiiTel Admin Dashboard

1. Install the MiiTel Add-on

1. Open Qiscus Omnichannel.
2. Navigate to App Center.
3. Click All Apps.
4. Search for MiiTel.

5. Click Detail Add-on.
6. Click Install App & Fill in the required information.

7. Click Save.

After submitting the installation request, the Qiscus team will review and approve the integration.

2. Obtain Company ID and Access Key from MiiTel

To connect MiiTel with Qiscus Omnichannel, you need the integration credentials from the MiiTel system.

1. Open MiiTel Admin Dashboard.

2. Navigate to Third Party Integration.
3. Select JavaScript Widget.
4. Copy the following credentials:
   1. Company ID
   2. Access Key

These credentials will be used when configuring the integration in Qiscus Omnichannel.

3. Configure the Integration in Qiscus

After obtaining the required credentials:

1. Open Qiscus Omnichannel.

2. Navigate to App Center.

3. Locate the MiiTel Add-on.

4. Click Add-on Settings.

5. Enter the following information:

   • Name (e.g: Call Center)
   • Company ID
   • Access Key

6. Click Save.

Once the configuration is saved successfully, the MiiTel integration will be activated in your Omnichannel dashboard.

C. Accessing and Using the MiiTel Widget in Omnichannel.

After the integration is successfully configured, the MiiTel JavaScript widget will be available in the Qiscus Omnichannel interface. Agents can open and use the widget directly from the Omnichannel dashboard.

1. How to Open the MiiTel Widget

To access the MiiTel widget:

1. Click the App Center Widget button in the Omnichannel interface.

2. Select MiiTel Call from the available widget list.

3. Log in using your MiiTel account credentials.

After logging in successfully, the MiiTel widget will be activated and ready to use.

2. What Agents Can Do with the Widget

Once the widget is active, agents can:

• Make outbound calls to customers directly from the MiiTel widget.

• Receive inbound calls through the embedded call interface.

• Handle calls while staying inside the Omnichannel workspace, without needing to open the MiiTel application separately.

D. Limitations

Please note the following limitations when using the MiiTel integration:

1. Browser Support The MiiTel integration in Qiscus Omnichannel currently only supports Google Chrome. The MiiTel JavaScript widget is not supported in browsers such as Mozilla Firefox.

2. Unsupported Browser Notification If a user opens Qiscus Omnichannel using an unsupported browser, the system will display a pop-up notification informing the user that the browser is not supported and recommending switching to Google Chrome to use the MiiTel feature.

E. Summary

The MiiTel integration enables businesses to connect their AI-powered call system with Qiscus Omnichannel. With this integration, agents can make and receive calls directly from the Omnichannel dashboard through the embedded MiiTel widget.

By combining voice communication with chat interactions in one platform, teams can improve agent productivity, streamline workflows, and deliver a more efficient customer support experience.