An agent that transfers calls based on presence
Ipster looks up the right colleague in Mitel CX, checks whether they are available and transfers the caller. You simply keep working with your own PBX.
Ipster and Mitel CX, directly connected
The actions the agent performs in Mitel CX
You choose which actions the agent may use. This works for phone calls.
Look up a colleague
The agent looks up the colleague the caller mentions in Mitel CX. If there are several matches, it asks first.
Check presence
Before transferring, the agent reads the colleague's presence status from Mitel CX.
Transfer to the colleague
If the colleague is available, the agent transfers the caller straight away, without another confirmation question.
Offer an alternative
If the colleague is unavailable, the agent says so in its own words and asks what the call is about, so a colleague can help or a message can be taken.
In the caller's language
If the caller speaks another language, the agent also explains in that language that a colleague is unavailable.
Keep the call recorded
If you like, the recording and the transcript carry on after the transfer, including the part between the caller and your colleague.
From call to the right colleague
- 1
Your customer calls
Ipster answers and hears who the caller wants to speak to.
- 2
The agent finds the colleague
It looks up the name in Mitel CX and asks if there are several matches.
- 3
The status checks out
The agent checks the colleague's presence before it transfers anything.
- 4
The call goes through
If the colleague is available, the call is transferred straight away. If not, the agent offers an alternative.
What the caller and your colleague notice
Caller · By Ipster
Hears a ringtone while it rings
Colleague · By Ipster
Is only called when available
Unavailable · By Ipster
The agent explains and offers help
You stay in control
Choose the actions
Switch each action on or off: looking up colleagues, checking presence and transferring calls.
Decide who is reachable
Choose which presence statuses count as reachable and untick colleagues who may not be transferred to.
Decide how it sounds
For each action, the agent can say a short phrase while it looks something up or transfers the call, like just a moment, let me check. Switch that off and it stays silent.
Connected in three steps
Create the API credentials
Click Create automatically via CloudLink login and log in once. Ipster creates the Client ID and Client secret for you.
Connect and fetch your colleagues
Click Test connection and then Synchronise contacts. The list of colleagues is refreshed every night after that.
Choose the actions
Decide what the agent may do and which statuses count as reachable. Tell it in the prompt when to use it.
You create the API credentials in the Mitel CX admin portal. You can also generate them automatically with a CloudLink login, whose password is not stored.
Ipster also works with
Frequently asked questions
About the Mitel CX integration
Let your agent work with Mitel CX
Book a demo and see how Ipster looks up the right colleague, checks presence and transfers the call.
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