Mitel 3300 System Applications, Applications Interfaces, Automatic Call Distribution ACD

General Information Guide - Release 3.1

Applications

System Applications

Applications Interfaces

The following application interfaces are supported on the 3300 ICP system:

•TAPITM - Microsoft’s TAPI (Telephony Application Programming Interface) is supported for desktop applications or client/server applications.

•MiTAITM - The Mitel Telephony Applications Interface (MiTAI) is an Applications Protocol Interface (API) that allows third-party-developed CTI applications to interface with the Mitel Network's call control. A programmer's toolkit plus run-time software is also available, which enables developers to create computer telephony applications.

For additional information refer to Mitel Networks Enabling Technology documentation.

Automatic Call Distribution (ACD)

The 3300 ICP provides fully integrated ACD functionality that includes call distribution, agent mobility, management and reporting, feature configuration, administration, and recorded announcement devices (RADs).

The system also supports ACD functions over the MSDN/DPNSS digital network to allow multi-site working. Agents at different locations service calls on the network independently of where they entered the network.

Additional functionality can be added by using the Mitel Networks 6100 Contact Center Solutions product line.

Voice Mail

The 3300 ICP includes a complete voice mail system designed to improve communication between your company, clients, customers, and employees. Programming is completed by using the System Administration Tool. Up to 20 ports are available for voice mail calls with support for a maximum of 750 mailboxes and 100 hours of storage time. Support is also available for attendant functionality such as automated attendant. The voice mail system supports English, French, Spanish, and Dutch languages.

Features provided by the voice mail system include:

•Automated Attendant that plays different greetings during open and closed business hours, provides a company directory that uses extension numbers or names as the dialing method, and allows single-digit option selection

•Subscriber mailboxes that are password-protected

•Tutorial that assists new subscribers with mailbox setup

•Simple message retrieval

•Easy-to-use menus that allow subscribers to send urgent, private, or certified messages

•Notification of waiting messages whether subscribers are in or out of the office.

External voice mail systems are supported through both digital trunk and ONS interfaces.

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