Manuals / Mitel / Kitchen Appliance / Kitchen Grill

Mitel 6150 MCC manual RQILJXULQJ0, 0LWHO1HWZRUNV0

Models: 6150 MCC

1 65

Page 7

0LWHO1HWZRUNV0&&

&RQILJXULQJ0&&

To configure all components of Mitel Networks™ 6150 MCC (Mulitmedia Contact Center) you must configure 6150 MCC and some of Mitel Networks 6110 CCM (Contact Center Management).

You can configure employees, agents, agent groups, queues, and responses with 6150 MCC Configuration.

You can configure Account Codes and Make Busy Reason Codes with 6110 CCM Configuration.

Using Internet Explorer 5.5, type in your 6110 CCM Enterprise Server IP address http:// [your 6110 CCM Enterprise Server address]/6110 CCM/

8QGHU8VHUQDPHW\SHWKHXVHUQDPH

8QGHU3DVVZRUGW\SHWKHSDVVZRUG

&OLFN<RXU6LWH !0&&&RQILJXUDWLRQ

Page 7

Image 7

Mitel 6150 MCC manual RQILJXULQJ0, 0LWHO1HWZRUNV0

Contents

YHUVLRQ XQH Page RQILJXULQJ&&0 RQILJXULQJ0RQWHQWV UHDWLQJDQGXVLQJD0&&WHPSODWH 6HWWLQJDJHQWDFWLRQV5HVSRQGLQJWRDQHPDLO 9LHZLQJHPDLOKLVWRU\7RYLHZWKHRULJLQDOHPDLOV 7RYLHZWKHHPDLOUHSOLHV $SSHQGL$7RYLHZWKHUHSRVLWRU\ 0&&7HUPLQRORJ\7UDFNDQGGLVWULEXWHHPDLO UHTXHVWV 0LWHO1HWZRUNV0XOLWPHGLD &RQWDFW&HQWHU0LWHO1HWZRUNV0 RQILJXULQJ0OLFN$GG $GGLQJPSOR\HHV7RFRQILJXUHHPSOR\HHV 2QWKH&RQILJXUDWLRQZLQGRZFOLFNWKHPSOR\HHVWDEThe Employee Properties window appears. See Figure The Employee Properties box appears. See Figure 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU Figure 4 Configuration window Agents tabThe Agents window appears. See Figure $GGLQJ$JHQWV8QGHU1DPHW\SHWKHQDPH 8QGHU1LFNQDPHW\SHWKHQLFNQDPH The Agent Properties window appears. See FigureFigure 5 Agent Properties window 7RFRQILJXUHDJHQWVThe Agent Properties window appear. See Figure 7RFRQILJXUHDJHQWJURXSV Figure 7 Configuration window Agent Groups tabThe Agent Groups window appears. See Figure $GGLQJ$JHQW*URXSVFigure 8 Agent Group Properties window 6HOHFWDTXHXHOLQNHGWRWKHDJHQWJURXS\RXZDQWWRGHOHWH HOHWLQJ$JHQW*URXSV7RFRQILJXUHDJHQWJURXSV OLFNWKH4XHXHVWDE0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU Figure 10 Agent Group Members window$GGLQJDQDJHQWWRDQDJHQWJURXS 5HPRYLQJDQDJHQWIURPDQDJHQWJURXS7RFRQILJXUHTXHXHV Figure 11 Configuration window Queues tabThe Queues window appears. See Figure $GGLQJ4XHXHV7\SHWKH3XEOLFROGHU1DPH The Queue Properties window appears. See FigureFigure 12 Queue Properties window 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUThe Queue Properties window appears. See Figure 6HOHFWWKHTXHXH\RXZDQWWRGHOHWH &OLFNHOHWH 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUOLFNWKH5HVSRQVHVWDE Figure 14 Configuration window Responses tabThe Responses window appears. See Figure 7RFRQILJXUHUHVSRQVHVFigure 15 Response Message Properties window OLFNWKH5HVSRQVHVWDE GLWLQJ5HVSRQVHVHOHWLQJ5HVSRQVHV 7RFRQILJXUHUHVSRQVHV8VLQJ,QWHUQHWSORUHUW\SHWKH85/KWWS,3DGGUHVV&&0 RQILJXULQJ&&0$GGLQJDQ$FFRXQW&RGH 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU7RFRQILJXUH $FFRXQW&RGHV Figure 19 Your Site Configuration windowThe Add Account Code window appears. See Figure Figure 18 Add Account Code window5LJKWFOLFNWKH$FFRXQW&RGHVDQGVHOHFWGLW GLWLQJDQ$FFRXQW&RGH0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU OLFNWKH$FFRXQW&RGHWDEThe Delete Account Code window appears. See Figure 5LJKWFOLFNWKHILUVW0DNH%XV\&RGHDQGVHOHFW$GG $GGLQJD0DNH%XV\5HDVRQ&RGH0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU OLFNWKH0DNH%XV\5HDVRQ&RGHVWDEFigure 22 Your Site Configuration window ‡ 5HDO7LPH6HUYHU&RQQHFWLRQ3DUDPHWHUV KDQJLQJ0&&RSWLRQV‡ 0&&6WDUWXS2SWLRQV ‡ 0&&0DLO$UULYDO2SWLRQV OLFNWKH0&&WDE 7RFKDQJHWKH,3DGGUHVVDQGSRUWRXEOHFOLFNRQWKH2XWORRNGHVNWRSLFRQ OLFN7RROV !2SWLRQVThe Inbox Microsoft Outlook window appears 2QWKHHSORUHUEDUXQGHU0&&FOLFN$JHQW,QER 7RYLHZWKH0&&LQERZKHQOLFN7RROV !2SWLRQV 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU Figure 24 Microsoft Outlook 6150 MCC InboxOLFN2 The Options window appears. See Figure7RYLHZWKH0&&LQERZKHQ OLFNWKH0&&WDE7RGLVSOD\0&&VKRUWFXWV 7RGLVSOD\WKHORJRQZLQGRZZKHQ2XWORRNRSHQV 7RPDNH2XWORRN\RXUWRSZLQGRZZKHQDQHPDLODUULYHV 7RGLUHFWHPDLOWRWKH0&&LQER 6HOHFWWKHVRXQGILOH $9WKDW\RXZDQW &OLFN2SHQ 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU6HOHFW\RXU0&&LQER FOLFN7RROV !2SWLRQV OLFNWKH0&&WDE &OLFNWKHHOOLSVHVEXWWRQOLFNWKH$JHQW,FKHFNERWKDW\RXZLOOXVHWRORJRQ 6HWWLQJDJHQWDFWLRQV7RORJRQWR0 2SHQ2XWORRN &OLFN$JHQW$FWLRQV !/RJLQ6HHLJXUH0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 7RORJRIIIURP0Figure 33 6150 MCC logged on and available Figure 34 6150 MCC Logout2SHQ2XWORRN 7RVHWD0DNH%XV\5HDVRQ&RGHFigure 35 Set Make Busy 7RVHWD0DNH%XV\5HDVRQ&RGH0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 7RUHPRYH0DNH%XV\Figure 36 Morning Break Figure 37 Remove Make Busy5HVSRQGLQJWRDQHPDLO 2QWKH0&&HPDLOZLQGRZFOLFN$FFRXQW&RGHV 7RVHWDQ$FFRXQW&RGHFigure 39 6150 MCC Account Codes window 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU7RKROGDQHPDLO 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU 7RWUDQVIHUDQHPDLOThe 6150 MCC Transfer window appears. See Figure Figure 41 6150 MCC Transfer window7RVHQGDUHSO\ 7RVHW1R5HSO\1HHGHGOLFNWKH&OLHQW+LVWRU\WDE 9LHZLQJHPDLOKLVWRU\Figure 43 6150 MCC e-mailresponse window 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUNo history is currently displayed. See Figure OLFNLVSOD\&XUUHQW&DVH Figure 45 Display Current Case7RYLHZ&XUUHQW&DVH 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHUOLFNLVSOD\QWLUH+LVWRU\ Figure 46 Display Entire History7RYLHZQWLUH+LVWRU\ 7RYLHZHPDLOKLVWRU\0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU The Message ID box appears. See FigureFigure 47 Display Specific E-mail Message ID 7RYLHZD6SHFLILFPDLO7RYLHZHPDLOKLVWRU\ Figure 49 Display Specific E-mailOLFNLVSOD\&XUUHQWPDLO Figure 50 Display Current E-mail7RYLHZWKH&XUUHQWPDLO 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU7RFUHDWHDWHPSODWH UHDWLQJDQGXVLQJD0&&WHPSODWHOLFN3RVW The Untitled - Discussion window appearsFigure 52 Support - Discussion window 0LWHO1HWZRUNV0XOLWPHGLD&RQWDFW&HQWHU2SHQ$7HPSODWHV 7RXVHD0&&WHPSODWH 2SHQ\RXU0&&LQER 6HOHFWDQXQDQVZHUHGHPDLO7RYLHZ0LQL4XHXH1RZ6WDWV 9LHZLQJ0LQL4XHXH1RZ6WDWVFigure 55 Support queue statistics +ROG5HTXHXH7LPHRXW $SSHQGL$QDEOHWHUQDO,QWHUIORZ WHUQDO,QWHUIORZ$GGUHVV0&&7HUPLQRORJ\ The public folder name is the windows user name

0LWHO￿1HWZRUNV￿￿￿￿￿￿0&&

&RQILJXULQJ￿￿￿￿￿￿0&&￿

0LWHO1HWZRUNV0&&

&RQILJXULQJ0&&