Required Subscription: Mitel MiVC
Required Permission Level: Reports and Dashboard Creator
While we would love to be able to provide information on voicemails, like how many are currently in a voicemail box, how long the recorded voicemail is, if it is new (unheard), etc, unfortunately, that information is not exposed by Mitel (ShoreTel) in any supported way to third parties like Brightmetrics for reporting. Director generates that information using internal APIs that are not documented or exposed over the network. Why not screen-scrape the information from Director itself you ask? Well that could set all of us up for disappointment as that is not supported by Mitel (ShoreTel), which means they make no guarantees that the HTML, URLs, etc, will not change in subtle or substantial ways between versions; and also that they might not support a system in which they find out that is being done. Another challenge to that approach is you'd have to provide Brightmetrics with Director credentials, which most of you (and we) don't want because we really should only have read-only access so that we can't even accidentally make any changes, and you don't want to have to manage the update of credentials in Brightmetrics anytime they changed in Mitel (ShoreTel).
It's definitely something we revisit occasionally to see if Mitel (ShoreTel) has changed their approach because this is something people ask for a lot, and value we'd really like to deliver, but as it stands today without supported APIs exposed to deliver this aspect of service properly we refrain from a design that could result in a disappointing experience. We do hope this will become something which Mitel (ShoreTel) creates a supported interface for third parties to report on, for example adding into the D&M database, in which case we would absolutely integrate that information into Brightmetrics.