Starting November 27, 2025 (Thu), three new items to the Real-time monitor of the MiiTel Call Center will be available, and they can also be output to reports. 

This will enable a more accurate understanding of operator handling status and allow for speedier decision-making for call center improvements.

Scheduled Date

November 27, 2025 (Thu)

Added Items

• Short abandoned calls: The number of missed incoming calls where the ring duration was five seconds or less.
• Missed incoming calls (with ringing): The number of incoming calls that were missed after ringing.
• Hold rate: The ratio of calls placed on hold to the total number of calls.
  • Circuit list: 
    Hold rate = (Number of calls placed on hold per circuit ÷ Total number of calls* per circuit) × 100
    * Total number of calls = Number of incoming calls + Number of outgoing calls
       (Transferred calls are included in the number of calls placed on hold. Internal calls, group calls, whispering, and monitoring calls are not included.)
  • User list: 
    Hold rate = (Number of calls placed on hold per user ÷ Total number of calls* per user) × 100
    * Total number of calls = Number of incoming calls + Number of outgoing calls + Number of transferred calls
       (Transferred calls are included in the number of calls placed on hold. Internal calls, group calls, whispering, and monitoring calls are not included.)

Where to Find the New Items

The User list of the Real-time monitor

• Hold rate (Added to the default view upon release.)

The Circuit list of the Real-time monitor

• Short abandoned calls
• Missed incoming calls (with ringing)
• Hold rate (Added to the default view upon release.)

The User list report

• Hold rate

The Circuit list report

• Short abandoned calls
• Missed incoming calls (with ringing)
• Hold rate

If you have any questions, please contact us.

When creating a section-specific meeting minutes summary template, you can now add prompts for the entire summary as well as prompts for each specific section.

This enables you to summarize meeting minutes using more specific instructions, allowing efficient creation of minutes appropriate for the meeting.

If you have any questions, please contact us.

The maximum number of users that can be created or updated in bulk has been increased to 500 users.
This reduces the workload involved in creating and updating large numbers of users.

If you have any questions, please contact us. 

We have made some updates for MiiTel RecPod 25.11.02.

Updates

• Some internal processing has been improved.

“Active users” is now available in the Summary’s “Current status” section. It shows , in real time,  how many users are logged in to MiiTel Phone and are currently available (non‑gray status).

This enables you to understand the number of users currently available to handle calls, allowing for smooth staffing adjustments based on your call center's situation. This leads to reduced customer wait times and lessened users workload.

If you have any questions, please contact us.

We will perform maintenance on circuit type JPN-6 on Thursday, December 9, 2025.

During the maintenance period, the JPN-6 circuit type will experience a service interruption, and the Incoming Call Filter will not operate.

To check your circuit type, please go to MiiTel Admin > Phone Number > Phone Number Management.

We sincerely apologize for any inconvenience this may cause our users.

1. Maintenance period

Thursday, December 9, 2025, 10:00 pm to 11:00 pm JST

2. Affected services and features

• MiiTel Phone
• MiiTel Phone Mobile

3. Affected customers

Users using the JPN-6 circuit type.

3. Impacts

During the maintenance period, the JPN-6 circuit type will experience a service interruption, and the Incoming Call Filter will not operate.

• Incoming and outgoing calls will fail.
• Answering rules configured in the Incoming Call Filter will not be processed.
• If maintenance starts during an active call, the call will be terminated. (The call record will be reflected in the Call History list after the maintenance is complete.)
• Missed calls during the maintenance period will not be reflected in the Call history list. (The records will not be reflected even after the maintenance is complete.)

If you have any questions, please contact us.

We have made some updates for MiiTel RecPod 25.11.01.

Updates

• Some internal processing has been improved.

You can now view the history of questions you've asked MiiTel Synapse Copilot (AI) and its responses regarding meeting history.

You can also share these questions and answers with other users.

If you have any questions, please contact us.

We have added a Refresh button to the Real-time monitor and Seat map screens for MiiTel Call Center..

By clicking the Refresh button, you can manually update the values displayed on the Real-time monitor and Seat map to the latest state.

While these values are usually updated automatically, you can manually refresh them to the latest state when delays occur due to network conditions or other factors.

Note: After the manual refresh operation, you cannot do it again for 10 minutes.

Prepare questions or consultation topics (prompts) for MiiTel Synapse Copilot (AI) in advance.
You can now easily ask questions with a single click in the consultation screen or chat screen with Copilot.

By preparing questions tailored to your tasks, you can quickly obtain the necessary information.

• Frequently used questions get immediate answers from Copilot (AI)
• Ensures consistent quality of question content
• Improves operational efficiency

If you have any questions, please contact us.