Specifications

3300 ICP General Information Guide
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Mitel Networks 6120 Contact Center Scheduling
Mitel Networks 6120 Scheduling integrates with the 6110 CCM forecasting to provide supervisors
with automated capabilities to
• Automatically schedule agents to meet forecasted contact center activity levels on a per shift,
daily, weekly and monthly basis
• Efficiently schedule agents by assigning them tasks based on their skill set
• Schedule within budget by viewing the automatically generated reports on the financial impact of
each schedule
• Adjusting schedules on the fly when conditions change
• Plan and track training, meetings, vacations, and sick leave with sophisticated accrual-based
leave planning
• Storing employee skills, hire dates, payroll rates, ID photos, addresses, and emergency
information in employee profiles
• Reporting on schedules, budgets, or payroll rates–there are 29 reports in all
• Importing or exporting scheduling information using dBase, Microsoft Access, Excel or FoxPro.
Mitel Networks 6150 Multimedia Contact Center
Mitel Networks 6150 MCC is a modular offering that integrates with Microsoft Exchange 2000 and
Outlook to
• Automatically route incoming email and Web-chats to the next available agent
• Create unique auto-acknowledgement messages based on email aliases and email queues
• Assign a unique tick number to each incoming and outgoing email, linking the customer’s entire
email history together.
• Provide supervisors with the ability to view, generate, schedule, and share reports across all
contact center multimedia elements over any date & time horizon.
• Provide supervisors with dynamic, real-time, browser based display of agent and queue activity
across different media types.
• Enable agents to treat emails like voice calls by assigning hold status to email and transferring
them to other agents
• Enable supervisors to create and manage FAQ response templates.
Mitel Networks 6160 Intelligent Queue
Mitel Networks 6160 IQ is an all-in-one, scalable (supports 4-64 ports), browser based announcement
solution for contact centers. It enables supervisors and managers to rapidly and intuitively:
• Provide callers in queue with pre-recorded announcements -Static Recorded Announcement
• Provide callers with their expected wait time or position in queue -TIQ Talk
• Provide callers with time of day, day of week or exception based messaging -Smart Messaging
• Perform automated attendant operations to guide callers to the most appropriate information,
ACD path or extension -Smart Choice.
• Provide callers in queue with the option of entering their phone number and voice message
requesting a queued call back from the contact center -Voice Callback
• Enable a customer to submit a request for contact via the web -Web Callback
• Allow a call to be routed by ANI, time of day or current queue conditions -Smart Routing