Mitel Version 5.7 SP1 YourSite database configuration

106 Chapter 6 Configuration
YourSite database configuration
NOTE:
• The 5000/Axxess telephone system concept of hunt group will be referred to as queue or agent group
when used in conjunction with Contact Center Solutions. Hunt groups will be referred to as queues
when discussing routing and call treatment options. Hunt groups will be referred to as agent groups
when discussing membership roles. Since the 5000/Axxess hunt group acts as both queue and agent
group, the telephone systems will not queue on multiple hunt groups at the same time. However,
agents can be logged in to multiple hunt groups simultaneously.
• YourSite Explorer enables you to have multiple device tabs open simultaneously. As a best practice,
we recommend you only have the device tabs open that you are currently using.
In an ACD contact center using Contact Center Management there are two main databases: the telephone
system database and the prairieFyre YourSite database. Your dealer is responsible for assessing your contact
center requirements and configuring the telephone system database accordingly. You are responsible for
configuring the YourSite database to mirror the trunk, extension, agent, agent group, queue, Account Code
numbers, and routing and timing options in use on the telephone system. This can be achieved quickly using
the Quick Configuration Wizard for the SX-2000 or Synchronization for the 3300 ICP, 5000, and Axxess. See
“Importing configuration data” on page56 (for the SX-2000) and “Performing synchronization” on page 115.
YourSite database permissions are based on teams and groups. In the YourSite database, you create
associations between devices and device groups in order to view real-time data and run reports.
You m ust
1. Add employees.
2. Add one or more agent login IDs for each employee.
3. Associate the agent login IDs with the employees.
4. Add agent groups.
5. Associate the agent login IDs with agent groups.
6. Add queues.
7. Associate the agent groups with the queues for which they answer calls.
If you intend to run reports on extensions, queue groups, employee groups, trunks, trunk groups, DNIS
numbers, or Account Codes, you must add these devices and device groups to the YourSite database also.
(See Figure 6-2.)