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.

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. 

To ensure the stable provision of the MiiTel service, we are currently making changes to our system configuration.
Along with this change, the global IP addresses of MiiTel used for Third party Integration will change.

If you have integratedMiiTel with Salesforce, kintone, HubSpot, Amazon S3, Outgoing Webhook, and have set up restrictions on source IP addresses on the external service side before Wednesday, October 15, 2025 (Wed), you will need to delete some of the P addresses currently configured.

1. Effective date

Effective on November 17, 2025 (Mon)

2. Customers who are required to take action 

Customers who meet both conditions 1. and 2. below

1. Integrated MiiTel with the following services:

   • Salesforce
   • kintone
   • HubSpot
   • Amazon S3
   • Outgoing Webhook
2. Have configured source IP address restrictions on the side of the services listed above before October 15, 2025 (Wed).

3. Required action by customer side

Please delete the following IP addresses configured on the Third Party service side:

【Salesforce, kintone, HubSpot, Amazon S3】

• IP Addresses to be deleted

  • 18.177.83.94/32
  • 35.73.236.241/32

• IP Addresses to remain configured

  • 13.115.206.234/32
  • 13.230.53.90/32
  • 57.180.141.15/32

【【Outgoing Webhook: Call History upon transcription completion, upon meeting minutes creation completion】

• IP Addresses to be deleted

  • 18.177.83.94/32
  • 35.73.236.241/32

• IP Addresses to remain configured

  • 13.115.206.234/32
  • 13.230.53.90/32
  • 57.180.141.15/32

【Outgoing Webhook: Call History upon Real-Time transcription completion, upon Real-Time meeting minutes creation completion】

• IP Addresses to be Deleted

  • 18.177.199.236/32
  • 18.180.205.132/32
  • 54.199.140.139/32 (Please delete if currently configured)
  • 57.180.97.63/32 (Please delete if currently configured)
  • 54.65.211.64/32 (Please delete if currently configured)

• IP Addresses to remain configured

  • 13.115.206.234/32
  • 13.230.53.90/32
  • 57.180.141.15/32

4. Impact of not taking the above action

After November 17, 2025 (Mon), the IP addresses marked for deletion will become invalid as addresses for our services. If you have configured IP address restrictions on the Third Party service side and continue to configure the addresses marked for deletion, it may lead to security risks.

Therefore, please confirm your settings and take the appropriate action. We apologize for any inconvenience this may cause to our users and appreciate your cooperation.

October 22, 2025 (Wed): We have revised the description of cases where user password changes are required or not required.

To enhance security, effective on or after the evening of October 22, 2025 (Wed), if an administrator changes a password for users, the affected user will be required to change their password upon their next login.

Accompanying this change, the column name "Password" in the user creation CSV file will be changed to "Temporary Password."

1. Scheduled Change Date

After the evening of October 22, 2025 (Wed)

2. Details of Change

• User will be required to change a password upon login.

When an administrator changes the password for users, that users will be required to reset their password upon login. The password set by the administrator will be a "Temporary Password." When the user whose password was changed logs in using the temporary password, a password reset screen (to set a new password) will be displayed.

Cases where a user are required to change their passwords:

・When creating a new user, logging in for the first time using the temporary password set by the administrator.

・When an administrator user changes a user's password via User Edit in MiiTel Admin, and that user logs in using the new password (Includes when an administrator changes their own password).

Cases where a user is NOT required to change their passwords:

・When a user changes own password via MiiTel Admin or in the top right corner of the MiiTel Analytics screen by clicking [Username] > [Change Password]  and then logs in.

・When a password is reset on the login screen.

• Change of the column name "Password" to "Temporary Password" in user creation CSV

The following column names will be changed:

　Before: Password
　After: Temporary Password

If you have any questions, please contact us.

Effective October 2, 2025, the previous_id will be changed for multiple transfers in Outgoing Webhook (Call).

Scheduled date of change

October 2, 2025 (Thu) 

Description of Change

When multiple transfers occur during a call, the previous_id for the second and subsequent transfers will be changed.

Before Change:

・The previous_id of transfer calls is the sequence_id of the first answered call.

Example: Incoming Call > Transfer > Transfer

1. Incoming Call (sequence_id: A)
2. Transfer (sequence_id: B, previous_id: A)
3. Transfer (sequence_id: C, previous_id: A)

After Change:

・The previous_id during a transfer is the sequence_id of the previous transfer source call.
(From the second call onwards, the previous_id will be the sequence_id of the previous call, not the initial call.)

Example: Incoming Call > Transfer > Transfer

1. Incoming Call (sequence_id: A)
2. Transfer (sequence_id: B, previous_id: A)
3. Transfer (sequence_id: C, previous_id: B)

Regarding Amazon S3 integration, we will support S3 bucket in regions created after March 20, 2019,
starting October 2, 2025 (Thu).

In conjunction with this change, please add a policy (s3:GetBucketLocation) that allows the retrieval of region information to the permission policy used for Amazon S3 integration.

Currently, customers using regions created before March 19, 2019, can continue to use the integration without adding the policy. However, explicit permission will be required in the future.

We will notify you again when this becomes mandatory.

If you are using the following regions, you can continue to use the integration without adding the policy at this time.

• Asia Pacific (Tokyo)
• Asia Pacific (Osaka)

Support start date

October 2, 2025 (Thu)

Regions where support will begin

Regions created after March 20, 2019
https://docs.aws.amazon.com/global-infrastructure/latest/regions/doc-history.html

Required Policy

{
    "Action":
    "s3:GetBucketLocation",
    "Effect": "Allow",
    "Resource": "arn:s3:::＜bucket name＞"
}

Entire permission policy

{
    "Version": "2012-10-17",
    "Statement": [
        {
            "Effect": "Allow",
            "Action": "s3:PutObject",
            "Resource": "arn:aws:s3:::＜bucket name＞/＜folder name＞/*"
        },
        {
            "Effect": "Allow",
            "Action": "s3:ListBucket",
            "Resource": "*"
        },
        {
            "Action": "s3:GetBucketLocation",
            "Effect": "Allow",
            "Resource": "arn:aws:s3:::＜bucket name＞"
        }
    ]
}

Due to Salesforce specification changes, installing an additional “Connection App” is now required when integrating MiiTel with Salesforce.

https://help.salesforce.com/s/articleView?id=005132365&type=1

Affected Customers

・Customers currently using Salesforce integration
・Customers currently using MiiTel for Salesforce

If you have already integrated with Salesforce and want to re-integrate (change the Salesforce organization or Salesforce user), this additional settings are required.
※If you do not re-integrate, you can continue using the service as before.

Required Additional Setting

In the integrated Salesforce organization, install [MiiTel] under [Connected App].

1. Log in to Salesforce as a Salesforce user with the System Administrator profile.
2. In the top right corner of Salesforce, click [Settings] > [Settings].
3. Search for "Connected Apps OAuth Usage" in the search box at the top left of the settings screen, and click "Connected Apps OAuth Usage" from the search result.
   
4. In the "Actions" of the Connected App "MiiTel," click "Install" to install it. (If "Uninstall" is displayed, it is already installed and no action is required.)
   

If you have any questions, please contact us.

The method for linking MiiTel users in the “Voice Evaluation” section of the Video Analytics has changed.

How to link MiiTel Users

1. Click the gray MiiTel icon on the left.
2. Select the user you want to link.
3. Click [Save].

How to Unregister MiiTel Users

1. Click the blue MiiTel icon on the left.
2. Click [Unregister] on the confirmation screen.

If you have any questions, please contact us. 

Effective from August 21, 2025 (Thu), we will be changing the criteria for bulk importing contacts in HubSpot integration.

Schedule

August 21, 2025 (Thu)

Description of Change

When importing contacts in bulk using the HubSpot integration, contacts that meet the following criteria will be skipped.

• If the phone number is less than 7 digits or more than 31 digits.
• If neither the company name nor the contact name is entered
• If the Company name or contact name exceeds 256 characters

If you have any questions, please contact us.

September 22, 2025 (Thu) Updated

The schedule has been changed.
September 18, 2025 (Thu)
↓
late October, 2025

September 18, 2025 (Thu) Updated

The schedule has been changed.
September 18, 2025 (Thu)
↓
September 25, 2025 (Thu)

September 4, 2025 (Thu) Updated 

The schedule has been changed.
September 4, 2025 (Thu)
↓
September 18, 2025 (Thu)

Effective from late October, 2025, password resets will be available upon initial registration and by administrators.
In accordance with this,  the name of the “Password” field in the add new user CSV file will be changed to “Temporary Password.”

Schedule

Late October, 2025

Description of Change

The following field name will be changed.

Password → Temporary Password

If you have any questions, please contact us.