Mitel 5000/Axxess terminology compared 599
Mitel 5000/Axxess terminology compared
Table 1 compares Mitel Contact Center Solutions and telephone system terminology and the corresponding
Mitel 5000/Axxess telephone system terminology and details any critical need-to-know differences between
the terms.

Table 1: Mitel and 5000/Axxess terminology compared

Mitel term 5000/Axxess term Definition / Differences

Media Server Media Servers are the means by which the
customer communicates with you (for example,
an Mitel 5000 or Axxess telephone system).
Queue Hunt group 5000/Axxess hunt groups are referred to as
queues when discussing routing and call
treatment options.
Agent Group Hunt group 5000/Axxess hunt groups are referred to as
agent groups when discussing membership
roles.
Extension Endpoint (5000)
Station (Axxess)
5000/Axxess endpoints will be referred to as
extensions, except when discussing 5000/
Axxess telephone system programming.
Presence Log in Presence is a new Mitel term used when
agents log in to specific queues. Previously,
agents were logged in to all queues that they
were associated with. Presence enables
agents to control the queues they are present
in.
Interflow Overflow The Mitel concept of interflow is the path along
which a call is directed. The interflow time is
the time before the system removes the call
from the queue and redirects it to another
answering point. The interflow timer runs
independently of the Overflow timer.
Overflow N/A While the 5000/Axxess telephone systems
have a concept of overflow, the 5000/Axxess
use of the term overflow is actually what Mitel
refers to as interflow (see above for a
definition). The Mitel concept of overflow is the
mechanism that limits the delay faced by
callers by queuing calls against two or more
agent groups. An ACD call that cannot be
answered immediately is placed in an ACD
queue. If the call is not answered after a set
amount of time (the overflow time), it is placed
in the ACD queue of another agent group, in
addition to keeping its place in the first queue.
The first available agent in either group
handles the call.