Required Subscription: Mitel MiVC
Required Permission Level: Reports and Dashboard Creator
Detailed voicemail information — such as how many voicemails are in a mailbox, recording duration, or whether a message is unheard — is not exposed by Mitel (ShoreTel) to third parties like Brightmetrics in any supported way. Director generates that information using internal APIs that are not documented or available over the network.
Screen-scraping Director is also not a viable approach: Mitel provides no guarantees that HTML, URLs, or page structure won't change between versions, and they may not support systems found to be doing so. It would also require sharing Director credentials with Brightmetrics, which would go beyond the read-only access we should have and create a credential management burden any time they change in Mitel.
We revisit this occasionally to see if Mitel has created a supported interface for third-party voicemail reporting. If they add this to the D&M database, we would absolutely integrate it into Brightmetrics.
What you can report on
While full voicemail data isn't available, Brightmetrics can show you calls where the Next Party Name/Type is Voicemail — meaning the call reached a voicemail box. Note that this does not confirm a voicemail was actually left, for the reasons described above.
Here's how to build that report using the User Activity Summary:
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Navigate to the Reports section. -
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Select the User Activity Summary report.
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Remove any filters you don't need by clicking the red minus signs. Keep at least Call Date/Time and Call Type. Remove Party Name, Call Date/Time - Hour, Answered, and Party Type.
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Drag Next Party Name to the filter area at the top. If you want to filter by a specific User Group or Party Name, drag those to the filter area as well.
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In the filters at the top, set your Call Date/Time to the time range you want. Set Call Type to One > Inbound. Set Next Party Name to One > Voice Mail. Apply any additional filters (User Group, Party Name) as needed.
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If you want additional dimensions beyond Party Name and Call Type, drag them into the Rows and Columns boxes. Drag any additional values from Available Values into the Values box. The order items are placed in Rows, Columns, and Values reflects how the report will be laid out. When ready, click Run Report.
Questions or feedback? Please email us at support@brightmetrics.com.
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