Device Management

Mitel, May 2021 - Present

I am currently working to introduce remote device management capabilities to Mitel's admin portal.

problem

Mitel's IP phones cannot be configured remotely

Mitel’s support staff and VARs were resolving issues most IP phone customer’s issue on a call. These calls involved directing the customers to perform actions as per the direction of the support person.

This was an inefficient and cumbersome way to resolve issues.

Core needs

Simplify troubleshooting for Mitel’s IP phones

Enable remote troubleshooting to accelerate issue resolution.
Reduce customer involvement and participation for issue resolution.
Reduce time spent by support staff/customer.
Enable proactive maintenance hence reducing the number of issues from customers.

existing patterns

Anaylsing existing patterns

concepts

Simplify troubleshooting for Mitel’s IP phones

breaking, modifying, and extending the patterns

The existing patterns in the admin portal didn't support the needs

Provide access to troubleshooting from the user page
Have good defaults
Provide capabilities to perform bulk actions

analysing existing patterns

The existing patterns in the admin portal didn't support the needs

Provide access to troubleshooting from the user page
Have good defaults
Provide capabilities to perform bulk actions

analysing existing patterns

The existing patterns in the admin portal didn't support the needs

Provide access to troubleshooting from the user page
Have good defaults
Provide capabilities to perform bulk actions

analysing existing patterns

The existing patterns in the admin portal didn't support the needs

Provide access to troubleshooting from the user page
Have good defaults
Provide capabilities to perform bulk actions

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