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Mitel 6150 MCC manual 9LHZLQJ0LQL4XHXH1RZ6WDWV, 7RYLHZ0LQL4XHXH1RZ6WDWV

Models: 6150 MCC

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Mini Queue Now Stats provides information on the number of available agents, the number of e- mails waiting, and the length of time the oldest e-mail has been waiting. However, if you have AgentAdvisor (a component of 6110 CCM) you have access to much more detailed queue information.

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The list of queues available appears. (See Figure 54.)

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Figure 54 Queues available

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Mitel 6150 MCC manual 9LHZLQJ0LQL4XHXH1RZ6WDWV, 7RYLHZ0LQL4XHXH1RZ6WDWV

Contents

YHUVLRQ XQH Page RQILJXULQJ&&0 RQILJXULQJ0RQWHQWV 5HVSRQGLQJWRDQHPDLO 6HWWLQJDJHQWDFWLRQV9LHZLQJHPDLOKLVWRU\ UHDWLQJDQGXVLQJD0&&WHPSODWH7RYLHZWKHUHSRVLWRU\ $SSHQGL$0&&7HUPLQRORJ\ 7RYLHZWKHRULJLQDOHPDLOV 7RYLHZWKHHPDLOUHSOLHV7UDFNDQGGLVWULEXWHHPDLO UHTXHVWV 0LWHO1HWZRUNV0XOLWPHGLD &RQWDFW&HQWHU0LWHO1HWZRUNV0 RQILJXULQJ07RFRQILJXUHHPSOR\HHV $GGLQJPSOR\HHV2QWKH&RQILJXUDWLRQZLQGRZFOLFNWKHPSOR\HHVWDE OLFN$GGThe Employee Properties window appears. See Figure The Employee Properties box appears. See Figure The Agents window appears. See Figure Figure 4 Configuration window Agents tab$GGLQJ$JHQWV 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUFigure 5 Agent Properties window The Agent Properties window appears. See Figure7RFRQILJXUHDJHQWV 8QGHU1DPHW\SHWKHQDPH 8QGHU1LFNQDPHW\SHWKHQLFNQDPHThe Agent Properties window appear. See Figure The Agent Groups window appears. See Figure Figure 7 Configuration window Agent Groups tab$GGLQJ$JHQW*URXSV 7RFRQILJXUHDJHQWJURXSVFigure 8 Agent Group Properties window 7RFRQILJXUHDJHQWJURXSV HOHWLQJ$JHQW*URXSVOLFNWKH4XHXHVWDE 6HOHFWDTXHXHOLQNHGWRWKHDJHQWJURXS\RXZDQWWRGHOHWH$GGLQJDQDJHQWWRDQDJHQWJURXS Figure 10 Agent Group Members window5HPRYLQJDQDJHQWIURPDQDJHQWJURXS 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUThe Queues window appears. See Figure Figure 11 Configuration window Queues tab$GGLQJ4XHXHV 7RFRQILJXUHTXHXHVFigure 12 Queue Properties window The Queue Properties window appears. See Figure0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 7\SHWKH3XEOLFROGHU1DPHThe Queue Properties window appears. See Figure 6HOHFWWKHTXHXH\RXZDQWWRGHOHWH &OLFNHOHWH 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUThe Responses window appears. See Figure Figure 14 Configuration window Responses tab7RFRQILJXUHUHVSRQVHV OLFNWKH5HVSRQVHVWDEFigure 15 Response Message Properties window HOHWLQJ5HVSRQVHV GLWLQJ5HVSRQVHV7RFRQILJXUHUHVSRQVHV OLFNWKH5HVSRQVHVWDE$GGLQJDQ$FFRXQW&RGH RQILJXULQJ&&00LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 8VLQJ,QWHUQHWSORUHUW\SHWKH85/KWWS,3DGGUHVV&&0The Add Account Code window appears. See Figure Figure 19 Your Site Configuration windowFigure 18 Add Account Code window 7RFRQILJXUH $FFRXQW&RGHV0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU GLWLQJDQ$FFRXQW&RGHOLFNWKH$FFRXQW&RGHWDE 5LJKWFOLFNWKH$FFRXQW&RGHVDQGVHOHFWGLWThe Delete Account Code window appears. See Figure 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU $GGLQJD0DNH%XV\5HDVRQ&RGHOLFNWKH0DNH%XV\5HDVRQ&RGHVWDE 5LJKWFOLFNWKHILUVW0DNH%XV\&RGHDQGVHOHFW$GGFigure 22 Your Site Configuration window ‡ 5HDO7LPH6HUYHU&RQQHFWLRQ3DUDPHWHUV KDQJLQJ0&&RSWLRQV‡ 0&&6WDUWXS2SWLRQV ‡ 0&&0DLO$UULYDO2SWLRQV RXEOHFOLFNRQWKH2XWORRNGHVNWRSLFRQ 7RFKDQJHWKH,3DGGUHVVDQGSRUWOLFN7RROV !2SWLRQV OLFNWKH0&&WDEThe Inbox Microsoft Outlook window appears 2QWKHHSORUHUEDUXQGHU0&&FOLFN$JHQW,QER 7RYLHZWKH0&&LQERZKHQOLFN7RROV !2SWLRQV 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU Figure 24 Microsoft Outlook 6150 MCC Inbox7RYLHZWKH0&&LQERZKHQ The Options window appears. See FigureOLFNWKH0&&WDE OLFN27RGLVSOD\0&&VKRUWFXWV 7RGLVSOD\WKHORJRQZLQGRZZKHQ2XWORRNRSHQV 7RPDNH2XWORRN\RXUWRSZLQGRZZKHQDQHPDLODUULYHV 7RGLUHFWHPDLOWRWKH0&&LQER 6HOHFW\RXU0&&LQER FOLFN7RROV !2SWLRQV 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUOLFNWKH0&&WDE &OLFNWKHHOOLSVHVEXWWRQ 6HOHFWWKHVRXQGILOH $9WKDW\RXZDQW &OLFN2SHQ7RORJRQWR0 6HWWLQJDJHQWDFWLRQV2SHQ2XWORRN &OLFN$JHQW$FWLRQV !/RJLQ6HHLJXUH OLFNWKH$JHQW,FKHFNERWKDW\RXZLOOXVHWRORJRQFigure 33 6150 MCC logged on and available 7RORJRIIIURP0Figure 34 6150 MCC Logout 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUFigure 35 Set Make Busy 7RVHWD0DNH%XV\5HDVRQ&RGH7RVHWD0DNH%XV\5HDVRQ&RGH 2SHQ2XWORRNFigure 36 Morning Break 7RUHPRYH0DNH%XV\Figure 37 Remove Make Busy 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU5HVSRQGLQJWRDQHPDLO Figure 39 6150 MCC Account Codes window 7RVHWDQ$FFRXQW&RGH0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 2QWKH0&&HPDLOZLQGRZFOLFN$FFRXQW&RGHV7RKROGDQHPDLO The 6150 MCC Transfer window appears. See Figure 7RWUDQVIHUDQHPDLOFigure 41 6150 MCC Transfer window 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU7RVHQGDUHSO\ 7RVHW1R5HSO\1HHGHGFigure 43 6150 MCC e-mailresponse window 9LHZLQJHPDLOKLVWRU\0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU OLFNWKH&OLHQW+LVWRU\WDENo history is currently displayed. See Figure 7RYLHZ&XUUHQW&DVH Figure 45 Display Current Case0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU OLFNLVSOD\&XUUHQW&DVH7RYLHZQWLUH+LVWRU\ Figure 46 Display Entire History7RYLHZHPDLOKLVWRU\ OLFNLVSOD\QWLUH+LVWRU\Figure 47 Display Specific E-mail Message ID The Message ID box appears. See Figure7RYLHZD6SHFLILFPDLO 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU7RYLHZHPDLOKLVWRU\ Figure 49 Display Specific E-mail7RYLHZWKH&XUUHQWPDLO Figure 50 Display Current E-mail0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU OLFNLVSOD\&XUUHQWPDLO7RFUHDWHDWHPSODWH UHDWLQJDQGXVLQJD0&&WHPSODWHFigure 52 Support - Discussion window The Untitled - Discussion window appears0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU OLFN3RVWODWH 7RXVHD0&&WHPS2SHQ\RXU0&&LQER 6HOHFWDQXQDQVZHUHGHPDLO 2SHQ$7HPSODWHV7RYLHZ0LQL4XHXH1RZ6WDWV 9LHZLQJ0LQL4XHXH1RZ6WDWVFigure 55 Support queue statistics QDEOHWHUQDO,QWHUIORZ $SSHQGL$WHUQDO,QWHUIORZ$GGUHVV +ROG5HTXHXH7LPHRXW0&&7HUPLQRORJ\ The public folder name is the windows user name

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