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Mitel 3300 manual Mitel Networks 6100 Contact Center Solutions

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General Information Guide - Release 3.1

Mitel Networks 6100 Contact Center Solutions

Mitel Networks 6100 Contact Center Solutions

Mitel Networks 6100 Contact Center Solutions (CCS) is a suite of applications that enhances the integrated ACD functionality of the 3300 ICP. These applications enable customers to maximize the efficiency of their contact center. This suite incorporates

•Mitel Networks 6110 Contact Center Management (CCM)

•Mitel Networks 6115 Interactive Contact Center

•Mitel Networks 6120 Contact Center Scheduling

•Mitel Networks 6150 Multimedia Contact Center (MCC)

•Mitel Networks 6160 Intelligent Queue (IQ)

•Mitel Networks 6170 Contact Center Quality Monitoring

•Mitel Networks 6180 Contact Media Costing.

Mitel Networks 6110 Contact Center Management

Mitel Networks 6110 Contact Center Management is an application that manages ACD information. It uses the familiar Microsoft Excel and Microsoft Internet Explorer interface. Contact center managers can log on to any PC to run reports, monitor real time activities, forecast the number of agents required, and perform numerous management functions over the network.

The incorporated applications include:

•Reporter

•Report Inbox

•SuperAdvisor

•AgentAdvisor

•SuperAuditor

•Wallboarder

•Forecasting

•Multisite Reporting, Monitoring and Forecasting

•Chatline

•Inspector.

Mitel Networks 6115 Interactive Contact Center

Mitel Networks 6115 Interactive Contact Center enables supervisors to alter the way calls are handled in the contact center. The web-based interface enables supervisors to

•Put queues (paths) in and out of operation (DND)

•Schedule queues to open or close based on time of business day

•Put Agents in and out of DND

•Put Agents in and out of Make Busy

•Log in and log out Agents

•Move Agents to different answer points

•Agents can make busy with reason codes.

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Mitel 3300 manual Mitel Networks 6100 Contact Center Solutions, Mitel Networks 6110 Contact Center Management

Contents

Page Table of Contents Table of Contents APPLICATIONS PERIPHERALSTable of Contents Table of Contents Installed Base MigrationMultiple Site Trademarks IntroductionDisclaimer CopyrightOverview Product OverviewSystem Architecture Controller Physical System FeaturesSystem Mitel Networks 3300 ControllerNetwork Services Units Network Services UnitsMitel Networks 3300 R2 Network Services Unit Mitel Networks 3300 BRI Network Services Unit Analog Services UnitsAnalog Services Units Migration MigrationMitel Networks 3300 Analog Services Unit Mitel Networks SX-2000MICRO LIGHTCircuit Indicators MaintenanceAlarms System Management ToolsRedundancy Support SecurityAuthorized Maintenance Access Toll ControlSpecification SpecificationsSpecification EnvironmentTone Plans Dimensions and Weights ComponentWeight HeightApplications Interfaces ApplicationsSystem Applications Automatic Call Distribution ACDMitel Networks 6200 Cost Management Solutions Management ApplicationsOPS Manager Mitel Networks 6500 Speech-EnabledApplications Mitel Networks 6500 Speech-EnabledApplicationsMitel Networks 6300 Call Recording Solutions Mitel Networks 6500 Speech-EnabledAttendantCalendar & Task Management Enterprise Voice PortalMobility Fax IntegrationMitel Networks 6110 Contact Center Management Mitel Networks 6100 Contact Center SolutionsMitel Networks 6100 Contact Center Solutions Mitel Networks 6115 Interactive Contact CenterMitel Networks 6150 Multimedia Contact Center Mitel Networks 6120 Contact Center SchedulingMitel Networks 6160 Intelligent Queue Mitel Networks 6180 Contact Center Media Costing Manual Maker Desktop ApplicationsMitel Networks 5810 PDA Application Peripherals PeripheralsDesktop Mitel Networks 5001 IP PhoneMitel Networks 5005 IP Phone Twenty feature keys 6 pre-assignedGeneral Information Guide - Release Two fixed-functionkeysMitel Networks 5010 IP Phone Mitel Networks 5020 IP Phone Mitel Networks 5140 IP Appliance General Information Guide - Release Mitel Networks 5410 Programmable Key Module Mitel Networks 5415 Programmable Key Module Mitel Networks 5423 IrDA Module Mitel Networks 5303 Conference Phone Mitel Networks 5305 IP Office Conference Unit Mitel Networks 5310 IP Board Room Conference Unit SUPERSET SUPERSET SUPERSET SUPERSET SUPERSET Consoles SUPERCONSOLEMitel Networks 5550 IP Console General Information Guide - Release Accessories Mitel Networks 3300 In-LinePower UnitMitel Networks 5485 IP Paging Unit Lines NetworkLines and Trunks TrunksISDN Support ISDN Integrated Services Digital NetworkIP Networking ISDN ConnectivityISDN Primary Rate Interface R2 SupportTraffic and Performance Criteria Traffic and Performance SpecificationsTrunking Configuration ResultAttendant Console Specifications MediumHigh3300 ICP as a Backup WAN LAN/WAN Network ConfigurationNetwork Guidelines Feature Name FeaturesFeatures of the 3300 ICP DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionFeature Name DescriptionStandalone Site SolutionsSolution Overview The ProblemGeneral Information Guide - Release The Problem Multiple SiteThe Customer The Solution The Solution Installed Base MigrationThe Problem The CustomerGeneral Information Guide - Release General Information Guide - Release Index Page Voice Mail General Information Guide - ReleaseUser Guides GuidesGeneral Information Guide - Release