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Mitel 6150 MCC manual 0LWHO1HWZRUNV0XOLWPHGLD &RQWDFW&HQWHU, 7UDFNDQGGLVWULEXWHHPDLO UHTXHVWV

Models: 6150 MCC

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0LWHO1HWZRUNV0XOLWPHGLD &RQWDFW&HQWHU

0LWHO1HWZRUNV0XOLWPHGLD &RQWDFW&HQWHU

7UDFNDQGGLVWULEXWHHPDLO

UHTXHVWV

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Mitel 6150 MCC manual 0LWHO1HWZRUNV0XOLWPHGLD &RQWDFW&HQWHU, 7UDFNDQGGLVWULEXWHHPDLO UHTXHVWV

Contents

YHUVLRQ XQH Page RQILJXULQJ0 RQILJXULQJ&&0RQWHQWV 9LHZLQJHPDLOKLVWRU\ 6HWWLQJDJHQWDFWLRQV5HVSRQGLQJWRDQHPDLO UHDWLQJDQGXVLQJD0&&WHPSODWH0&&7HUPLQRORJ\ $SSHQGL$7RYLHZWKHUHSRVLWRU\ 7RYLHZWKHRULJLQDOHPDLOV 7RYLHZWKHHPDLOUHSOLHV0LWHO1HWZRUNV0XOLWPHGLD &RQWDFW&HQWHU 7UDFNDQGGLVWULEXWHHPDLO UHTXHVWVRQILJXULQJ0 0LWHO1HWZRUNV02QWKH&RQILJXUDWLRQZLQGRZFOLFNWKHPSOR\HHVWDE $GGLQJPSOR\HHV7RFRQILJXUHHPSOR\HHV OLFN$GGThe Employee Properties window appears. See Figure The Employee Properties box appears. See Figure $GGLQJ$JHQWV Figure 4 Configuration window Agents tabThe Agents window appears. See Figure 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU7RFRQILJXUHDJHQWV The Agent Properties window appears. See FigureFigure 5 Agent Properties window 8QGHU1DPHW\SHWKHQDPH 8QGHU1LFNQDPHW\SHWKHQLFNQDPHThe Agent Properties window appear. See Figure $GGLQJ$JHQW*URXSV Figure 7 Configuration window Agent Groups tabThe Agent Groups window appears. See Figure 7RFRQILJXUHDJHQWJURXSVFigure 8 Agent Group Properties window OLFNWKH4XHXHVWDE HOHWLQJ$JHQW*URXSV7RFRQILJXUHDJHQWJURXSV 6HOHFWDTXHXHOLQNHGWRWKHDJHQWJURXS\RXZDQWWRGHOHWH5HPRYLQJDQDJHQWIURPDQDJHQWJURXS Figure 10 Agent Group Members window$GGLQJDQDJHQWWRDQDJHQWJURXS 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU$GGLQJ4XHXHV Figure 11 Configuration window Queues tabThe Queues window appears. See Figure 7RFRQILJXUHTXHXHV0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU The Queue Properties window appears. See FigureFigure 12 Queue Properties window 7\SHWKH3XEOLFROGHU1DPHThe Queue Properties window appears. See Figure 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 6HOHFWWKHTXHXH\RXZDQWWRGHOHWH &OLFNHOHWH7RFRQILJXUHUHVSRQVHV Figure 14 Configuration window Responses tabThe Responses window appears. See Figure OLFNWKH5HVSRQVHVWDEFigure 15 Response Message Properties window 7RFRQILJXUHUHVSRQVHV GLWLQJ5HVSRQVHVHOHWLQJ5HVSRQVHV OLFNWKH5HVSRQVHVWDE0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU RQILJXULQJ&&0$GGLQJDQ$FFRXQW&RGH 8VLQJ,QWHUQHWSORUHUW\SHWKH85/KWWS,3DGGUHVV&&0Figure 18 Add Account Code window Figure 19 Your Site Configuration windowThe Add Account Code window appears. See Figure 7RFRQILJXUH $FFRXQW&RGHVOLFNWKH$FFRXQW&RGHWDE GLWLQJDQ$FFRXQW&RGH0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 5LJKWFOLFNWKH$FFRXQW&RGHVDQGVHOHFWGLWThe Delete Account Code window appears. See Figure OLFNWKH0DNH%XV\5HDVRQ&RGHVWDE $GGLQJD0DNH%XV\5HDVRQ&RGH0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 5LJKWFOLFNWKHILUVW0DNH%XV\&RGHDQGVHOHFW$GGFigure 22 Your Site Configuration window KDQJLQJ0&&RSWLRQV ‡ 5HDO7LPH6HUYHU&RQQHFWLRQ3DUDPHWHUV‡ 0&&6WDUWXS2SWLRQV ‡ 0&&0DLO$UULYDO2SWLRQV OLFN7RROV !2SWLRQV 7RFKDQJHWKH,3DGGUHVVDQGSRUWRXEOHFOLFNRQWKH2XWORRNGHVNWRSLFRQ OLFNWKH0&&WDEThe Inbox Microsoft Outlook window appears 7RYLHZWKH0&&LQERZKHQ 2QWKHHSORUHUEDUXQGHU0&&FOLFN$JHQW,QEROLFN7RROV !2SWLRQV Figure 24 Microsoft Outlook 6150 MCC Inbox 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUOLFNWKH0&&WDE The Options window appears. See Figure7RYLHZWKH0&&LQERZKHQ OLFN27RGLVSOD\0&&VKRUWFXWV 7RGLVSOD\WKHORJRQZLQGRZZKHQ2XWORRNRSHQV 7RPDNH2XWORRN\RXUWRSZLQGRZZKHQDQHPDLODUULYHV 7RGLUHFWHPDLOWRWKH0&&LQER OLFNWKH0&&WDE &OLFNWKHHOOLSVHVEXWWRQ 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU6HOHFW\RXU0&&LQER FOLFN7RROV !2SWLRQV 6HOHFWWKHVRXQGILOH $9WKDW\RXZDQW &OLFN2SHQ2SHQ2XWORRN &OLFN$JHQW$FWLRQV !/RJLQ6HHLJXUH 6HWWLQJDJHQWDFWLRQV7RORJRQWR0 OLFNWKH$JHQW,FKHFNERWKDW\RXZLOOXVHWRORJRQFigure 34 6150 MCC Logout 7RORJRIIIURP0Figure 33 6150 MCC logged on and available 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU7RVHWD0DNH%XV\5HDVRQ&RGH 7RVHWD0DNH%XV\5HDVRQ&RGHFigure 35 Set Make Busy 2SHQ2XWORRNFigure 37 Remove Make Busy 7RUHPRYH0DNH%XV\Figure 36 Morning Break 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU5HVSRQGLQJWRDQHPDLO 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 7RVHWDQ$FFRXQW&RGHFigure 39 6150 MCC Account Codes window 2QWKH0&&HPDLOZLQGRZFOLFN$FFRXQW&RGHV7RKROGDQHPDLO Figure 41 6150 MCC Transfer window 7RWUDQVIHUDQHPDLOThe 6150 MCC Transfer window appears. See Figure 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU7RVHW1R5HSO\1HHGHG 7RVHQGDUHSO\0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 9LHZLQJHPDLOKLVWRU\Figure 43 6150 MCC e-mailresponse window OLFNWKH&OLHQW+LVWRU\WDENo history is currently displayed. See Figure 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU Figure 45 Display Current Case7RYLHZ&XUUHQW&DVH OLFNLVSOD\&XUUHQW&DVH7RYLHZHPDLOKLVWRU\ Figure 46 Display Entire History7RYLHZQWLUH+LVWRU\ OLFNLVSOD\QWLUH+LVWRU\7RYLHZD6SHFLILFPDLO The Message ID box appears. See FigureFigure 47 Display Specific E-mail Message ID 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUFigure 49 Display Specific E-mail 7RYLHZHPDLOKLVWRU\0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU Figure 50 Display Current E-mail7RYLHZWKH&XUUHQWPDLO OLFNLVSOD\&XUUHQWPDLOUHDWLQJDQGXVLQJD0&&WHPSODWH 7RFUHDWHDWHPSODWH0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU The Untitled - Discussion window appearsFigure 52 Support - Discussion window OLFN3RVW2SHQ\RXU0&&LQER 6HOHFWDQXQDQVZHUHGHPDLO 7RXVHD0&&WHPSODWH 2SHQ$7HPSODWHV9LHZLQJ0LQL4XHXH1RZ6WDWV 7RYLHZ0LQL4XHXH1RZ6WDWVFigure 55 Support queue statistics WHUQDO,QWHUIORZ$GGUHVV $SSHQGL$QDEOHWHUQDO,QWHUIORZ +ROG5HTXHXH7LPHRXW0&&7HUPLQRORJ\ The public folder name is the windows user name