Mirage Cloud Service

To establish a link between the phone system and the CTI Data Connector SoftPhone Browser application the Mirage Cloud service is required. The selected Connector or the GoConnect Server communicates with the phone system and with the Mirage Cloud service. It sends data like Caller ID or events like call on hold to the Mirage Cloud service. The CTI Data Connector SoftPhone Browser application permanently checks if there is new data available.

•It runs in the Amazon data centers in USA, Ireland, Singapore and Germany. In case of a service interruption the service could be moved to other Amazon data centers

•The data transmission is done with https

•It is a high availability server pool which ensures an uninterrupted service

•To make the connection between the local TAPI connector and the CTI Data Connector SoftPhone in the Browser, the salesforce login name (typically e-mail address - alternatively an own ID) is used. There is no password required or saved anywhere

•The Mirage Cloud service does not store any data. The data is only kept in the server memory and deleted after the phone call

The following data is shared between the selected Connector or GoConnect Server, Mirage Cloud service and the CTI Data Connector SoftPhone in the Browser

•Salesforce Login name or alternatively an own custom ID

•URL to the Mirage Cloud service

•Configuration settings from the Call Center Adapter (e.g. outside prefix)

•Caller ID and Called ID

•Phone events like incoming call, call on hold, terminate call etc.

•Call specific information like date/time or ID to identify a call

•Additional data to establish and control the connection (e.g. presence state, queue)

•Depending on the phone system, the authentication method is different (token, public / private key, username and password - some phone systems may have no authentication and only IDs are used).

You can monitor the server uptime through our website.

Configuration about the MS Teams setup like queue information is stored in the customer Azure instance.

If a Desk Phone with the uaCSTA Cloud Connect is used or an on-premise GoConnect server, some data has to be permanently stored to identify the Desk Phone. The following data is stored

•Extension Number

•User ID of the main SIP account (typically includes the provider name)

•User ID of the Mirage Cloud account

•Type of the Desk Phone like Snom 710

•Firmware Version of the Desk Phone

•Latest status On hook / Off hook / unknown / offline

•Unique Equipment ID

•Last internal call ID

•Company name

If you want to delete a Desk Phone you have to

•Remove the Mirage Cloud account in the Desk Phone. The Desk Phone will go offline on the server

•Contact support to remove the Desk Phone. Open a ticket in the Support Center with the following information

Direct extension of the Desk Phone. If you configured several Desk Phones specify all extension numbers

Your main company number including local area code