What’s new in Version 5.7 SP1? 3
Contact Center Solutions
Mitel Contact Center Solutions is designed for the 3300 IP Communications Platform (ICP), SX-2000, SX-200
ICP, 5000, and Axxess telephone systems. Contact Center Management is the core Contact Center Solutions
product.
Contact Center Management
• Provides a browser-based user interface (UI) that works across Windows platforms.
• Operates in conjunction with familiar Microsoft Office productivity tools.
• Is installed on the server only.
• Instantly deploys configuration changes from the server to authorized intranet and Internet users.
• Enables you to log on to any computer and manage contact center operations and configure system
features.

What’s new in Version 5.7 SP1?

The following features and product enhancements have been introduced with Contact Center Solutions
Version 5.7 SP1.

Interactive Contact Center—Agent group presence enhancements

Support for Agent Group Presence functionality has been enhanced with new Contact Center Management
website security settings that enable you to show or hide agent group presence controls in Contact Center
Client based on agent Class of Service settings.
For more information, see “Using agent group presence” on page334.

ACD license violation notifications

In Mitel MCD 4.0 SP2 and 4.1, general hot desk sets and ACD hot desk sets are no longer mutually exclusive.
Any set designated as a hot desking phone is now available for both general hot desk users and ACD hot
desk users to log into. This enables agents to move freely around an organization, log in at any phone, and
have the ACD system route calls to them at their location.
Hot desk agents using Contact Center PhoneSet Manager and Contact Center Softphone will now participate
in the new concurrent licensing model on the 3300 ICP. When a hot desk agent logs in to the system a license
is drawn from the MCD Active Agent licensing pool and upon logout, the license is released back to the pool.
Any user who attempts to log in when there are no available licenses will receive a notification that the number
of current active users has exceeded the number of available licenses. Supervisors who attempt to log in
agents using Interactive Contact Center will receive the same notification if there are no remaining licenses.

Support for Personal Identification Number (PIN) protection

Similar to general hot desk user logins, ACD hot desk agent logins now offer the ability to password protect
the agent login with a PIN. Contact Center PhoneSet Manager and Contact Center Softphone now prompt
users participating in the use of PINs to enter their PIN upon login. Hot desk users who use Interactive
Contact Center to login will also be prompted for their PIN. However, supervisors who use Interactive Contact
Center to login agents will not be prompted for the agent’s PIN as they will have a higher permission level,
controlled by Class of Service, that does not require them to specify PINs when using interactive agent
controls. Contact Center Client users who do not want to participate in the use of PINs will continue to operate
as usual.
For more information, see "Logging on an agent" or "Opening the soft phone" in the Contact Center Solutions
User Guide.