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0LWHO 1HWZRUNV 0&& &RQILJXULQJ 0&& 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.
7R FRQILJXUH HPSOR\HHV 7R FRQILJXUH HPSOR\HHV The Configuration window, Employees tab appears. (See Figure 1.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU The Employee Properties window appears. (See Figure 2.) 8QGHU 1DPH W\SH WKH HPSOR\HH¶V ILUVW QDPH VSDFH DQG ODVW QDPH The name is two words separated by a space, and can be up to 50 characters. NOTE: The name the employee currently uses as the window user name must be entered in the Public Folder/Windows User Name box.
7R FRQILJXUH HPSOR\HHV (GLWLQJ (PSOR\HHV NOTE: You cannot edit the Public Folder/Windows User Name box therefore it does not appear on the Employee Properties window when editing. 2Q WKH &RQILJXUDWLRQ ZLQGRZ FOLFN WKH (PSOR\HHV WDE 6HOHFW WKH HPSOR\HH ZKRVH LQIRUPDWLRQ \RX ZDQW WR HGLW The Employee Properties box appears. (See Figure 3.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R FRQILJXUH DJHQWV 2Q WKH &RQILJXUDWLRQ ZLQGRZ FOLFN WKH $JHQWV WDE The Agents window appears. (See Figure 4.
7R FRQILJXUH DJHQWV The Agent Properties window appears. (See Figure 5.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU (GLWLQJ $JHQWV 2Q WKH &RQILJXUDWLRQ ZLQGRZ FOLFN WKH $JHQWV WDE 6HOHFW WKH DJHQW \RX ZDQW WR HGLW &OLFN (GLW The Agent Properties window appear. (See Figure 6.) 8QGHU 1DPH W\SH WKH DJHQW QDPH The name can be up to 50 characters. 8QGHU 1LFN QDPH W\SH WKH QLFN QDPH This nick name will help you to keep track of which queue you are working on, if you have several queues.
7R FRQILJXUH DJHQW JURXSV 7R FRQILJXUH DJHQW JURXSV 2Q WKH &RQILJXUDWLRQ ZLQGRZ FOLFN WKH $JHQW *URXSV WDE The Agent Groups window appears. (See Figure 7.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU The Agent Group Properties window appears. (See Figure 8.) 8QGHU 1DPH W\SH WKH DJHQW JURXS QDPH 8QGHU 3XEOLF )ROGHU 1DPH W\SH WKH DJHQW JURXS¶V :LQGRZV XVHU QDPH 8QGHU ,' W\SH WKH DJHQW JURXS LGHQWLILFDWLRQ QXPEHU The agent group identification number must be 3 digits. 8QGHU 1RGH VHOHFW WKH QRGH IURP ZKLFK WKH DJHQW JURXS ZLOO UHFHLYH FDOOV &OLFN 2.
7R FRQILJXUH DJHQW JURXSV 'HOHWLQJ $JHQW *URXSV You must delete all queues links to the agent group before the agent group can be deleted. You will not be permitted to delete an agent group without first deleting the linked queues.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R FRQILJXUH PHPEHUV RI DQ DJHQW JURXS You can add or remove the agents that compose the agent group with the Members button. $GGLQJ DQ DJHQW WR DQ DJHQW JURXS &OLFN WKH $JHQW *URXSV WDE 6HOHFW WKH DJHQW JURXS WR ZKLFK \RX ZDQW WR DGG WKH DJHQW &OLFN 0HPEHUV The Agent Group Members window appears. (See Figure 10.
7R FRQILJXUH TXHXHV 7R FRQILJXUH TXHXHV &OLFN WKH 4XHXHV WDE The Queues window appears. (See Figure 11.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU The Queue Properties window appears. (See Figure 12.
7R FRQILJXUH TXHXHV (GLWLQJ 4XHXHV &OLFN WKH 4XHXHV WDE &OLFN (GLW The Queue Properties window appears. (See Figure 13.) 7\SH RU VHOHFW WKH LQIRUPDWLRQ WR EH HGLWHG 7\SH RU VHOHFW WKH FRUUHFW LQIRUPDWLRQ &OLFN 2. Figure 13 Queue Properties window 'HOHWLQJ 4XHXHV Queues are linked to agent groups. Agent groups are linked to agents.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 6HOHFW WKH TXHXH \RX ZDQW WR GHOHWH &OLFN 'HOHWH
7R FRQILJXUH UHVSRQVHV 7R FRQILJXUH UHVSRQVHV &OLFN WKH 5HVSRQVHV WDE The Responses window appears. (See Figure 14.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU The Response Message Properties window appears. (See Figure 15.) $GGLQJ 5HVSRQVHV 8QGHU 'HVFULSWLRQ W\SH WKH UHVSRQVH GHVFULSWLRQ For example, type “out of office” if you will use this response when you are out of the office. 6HOHFW WKH 7KH ERG\ RI WKLV PHVVDJH VKRXOG EH VHQW DV +70/ FKHFN ER[ You must have Internet Explorer 5.5 to support the HTML features. 8QGHU 0HVVDJH %RG\ W\SH WKH PHVVDJH &OLFN 2.
7R FRQILJXUH UHVSRQVHV (GLWLQJ 5HVSRQVHV &OLFN WKH 5HVSRQVHV WDE 6HOHFW WKH UHVSRQVH \RX ZDQW WR HGLW &OLFN (GLW The Response Message Properties window appears. (See Figure 16.) 8QGHU 'HVFULSWLRQ W\SH WKH QHZ GHVFULSWLRQ 8QGHU 0HVVDJH %RG\ W\SH WKH QHZ PHVVDJH &OLFN 2.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU &RQILJXULQJ &&0 8VLQJ ,QWHUQHW ([SORUHU W\SH WKH 85/ KWWS ,3 DGGUHVV &&0 VWDUWBHQ DVS 8QGHU 8VHUQDPH W\SH WKH XVHU QDPH 8QGHU 3DVVZRUG W\SH WKH SDVVZRUG &OLFN
7R FRQILJXUH $FFRXQW &RGHV The Add Account Code window appears. (See Figure 18.) 8QGHU 5HSRUWLQJ W\SH WKH $FFRXQW &RGH 8QGHU 1DPH W\SH WKH QDPH RI WKH $FFRXQW &RGH &OLFN $GG $OO Figure 18 Add Account Code window The Your Site Configuration window appears indicating the success or failure of the addition. (See Figure 19.) &OLFN 2.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU (GLWLQJ DQ $FFRXQW &RGH &OLFN WKH $FFRXQW &RGH WDE 5LJKW FOLFN WKH $FFRXQW &RGHV DQG VHOHFW (GLW 6HOHFW WKH $FFRXQW &RGH \RX ZDQW WR HGLW 8QGHU 5HSRUWLQJ W\SH WKH FRUUHFW $FFRXQW &RGH 8QGHU 1DPH W\SH WKH FRUUHFW QDPH 3UHVV (QWHU &OLFN 8SGDWH The Your Site Configuration window appears indicating the success or failure of the edition. &OLFN 2.
7R FRQILJXUH $FFRXQW &RGHV 'HOHWLQJ DQ $FFRXQW &RGH &OLFN WKH $FFRXQW &RGH WDE 5LJKW FOLFN WKH $FFRXQW &RGHV DQG VHOHFW 'HOHWH The Delete Account Code window appears. (See Figure 20.) 6HOHFW WKH $FFRXQW &RGH \RX ZDQW WR GHOHWH &OLFN 5HPRYH The Delete Account Code window appears. (See Figure 20.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R FRQILJXUH 0DNH %XV\ 5HDVRQ &RGHV $GGLQJ D 0DNH %XV\ 5HDVRQ &RGH &OLFN WKH 0DNH %XV\ 5HDVRQ &RGHV WDE 5LJKW FOLFN WKH ILUVW 0DNH %XV\ &RGH DQG VHOHFW $GG The Make Busy Reason Codes window appears. (See Figure 21.
7R FRQILJXUH 0DNH %XV\ 5HDVRQ The Your Site Configuration window appears indicating the success or failure of the addition. (See Figure 22.) &OLFN 2.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU &KDQJLQJ 0&& RSWLRQV There are three types of 6150 MCC options that can be changed: 5HDO7LPH 6HUYHU &RQQHFWLRQ 3DUDPHWHUV 0&& 6WDUWXS 2SWLRQV 0&& 0DLO $UULYDO 2SWLRQV RealTime Server Connection Parameters options allow you to change the IP address and port number.
7R FKDQJH WKH ,3 DGGUHVV DQG SRUW 7R FKDQJH WKH ,3 DGGUHVV DQG SRUW QXPEHU 'RXEOH FOLFN RQ WKH 2XWORRN GHVNWRS LFRQ Outlook 2000 opens. &OLFN 7RROV !2SWLRQV The Options window appears. (See Figure 23.) &OLFN WKH 0&& WDE 8QGHU ,3 $GGUHVV W\SH WKH FRUUHFW ,3 $GGUHVV 8QGHU 3RUW 1XPEHU W\SH WKH FRUUHFW 3RUW 1XPEHU &OLFN 2.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R RSHQ 2XWORRN If you have not yet installed Microsoft Outlook 2000 on the client computer, do so now. NOTE: The user name for the client computer installation is the user’s name not prairieFyre. See Mitel Networks 6150 Mulitmedia Contact Center Installation Guide: Installing Outlook 2000 and Starting Outlook.
7R YLHZ WKH 0&& LQER[ ZKHQ 7R YLHZ WKH 0&& LQER[ ZKHQ 2XWORRN VWDUWV XS If the 6150 MCC plug-in is loaded, then when you open Outlook 2000, by default, you will be directed to your 6150 MCC inbox, located in the Public Folders. That means that you already will view the 6150 MCC inbox when Outlook starts up. (See Figure 24.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU Figure 24 Microsoft Outlook: 6150 MCC Inbox
7R YLHZ WKH 0&& LQER[ ZKHQ The Options window appears. (See Figure 25.) &OLFN WKH 0&& WDE 8QGHU 0&& 6WDUWXS 2SWLRQV VHOHFW WKH *R WR P\ $JHQW ,QER[ IROGHU FKHFN ER[ &OLFN 2.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R GLVSOD\ 0&& VKRUWFXWV You can display 6150 MCC shortcuts with the 6150 MCC Startup Options. 6HOHFW \RXU 0&& LQER[ &OLFN 7RROV !2SWLRQV The Options window appears. (See Figure 26.) &OLFN WKH 0&& WDE 8QGHU 0&& 6WDUWXS 2SWLRQV VHOHFW WKH 'LVSOD\ 0&& VKRUWFXWV FKHFN ER[ &OLFN 2.
7R GLVSOD\ WKH ORJ RQ ZLQGRZ ZKHQ 7R GLVSOD\ WKH ORJ RQ ZLQGRZ ZKHQ 2XWORRN RSHQV You can display the log on window when Outlook 2000 opens. 6HOHFW \RXU 0&& LQER[ &OLFN 7RROV !2SWLRQV The Options window appears. (See Figure 27.) &OLFN WKH 0&& WDE 8QGHU 0&& 6WDUWXS 2SWLRQV VHOHFW WKH 'LVSOD\ /RJLQ IRUP FKHFN ER[ &OLFN 2.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R PDNH 2XWORRN \RXU WRS ZLQGRZ ZKHQ DQ H PDLO DUULYHV You can make an incoming e-mail appear as your top window with the 6150 MCC Mail Arrival Options. 6HOHFW \RXU 0&& LQER[ &OLFN 7RROV !2SWLRQV The Options window appears. (See Figure 28.
7R GLUHFW H PDLO WR WKH 0&& LQ 7R GLUHFW H PDLO WR WKH 0&& LQER[ All e-mail, by default, is sent to your personal inbox. You can send 6150 MCC e-mail to your Agent Inbox public folder with the 6150 MCC Mail Arrival Options. 6HOHFW \RXU 0&& LQER[ &OLFN 7RROV !2SWLRQV The Options window appears. (See Figure 29.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R FKDQJH WKH 0&& H PDLO DUULYDO VRXQG ILOH You can change the 6150 MCC e-mail arrival sound file with the 6150 MCC Mail Arrival Options. 6HOHFW \RXU 0&& LQER[ FOLFN 7RROV !2SWLRQV The Options window appears. (See Figure 30.
7R ORJ RQ WR 0&& 6HWWLQJ DJHQW DFWLRQV Agent actions are logging on, logging off, setting Make busy Reason Codes, and removing Make Busy codes. 7R ORJ RQ WR 0&& 2SHQ 2XWORRN &OLFN $JHQW $FWLRQV !/RJLQ 6HH )LJXUH Figure 31 6150 MCC: Login The 6150 MCC Login window appears. (See Figure 32.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU You are now logged on and available to answer incoming e-mails. (See Figure 33.
7R VHW D 0DNH %XV\ 5HDVRQ &RGH 7R VHW D 0DNH %XV\ 5HDVRQ &RGH 2SHQ 2XWORRN &OLFN $JHQW $FWLRQV !6HW 0DNH %XV\ 6HOHFW WKH 0DNH %XV\ 5HDVRQ FRGH \RX ZDQW WR DSSO\ 6HH )LJXUH Figure 35 Set Make Busy
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU The Make Busy Reason (MKB) code now appears as Morning Break. (See Figure 36.
7R UHPRYH 0DNH %XV\ 5HVSRQGLQJ WR DQ H PDLO When you select a 6150 MCC e-mail, the e-mail window appears. (See Figure 38.) You have five options when responding to the e-mail: 6HW $FFRXQW &RGHV +ROG WKH H PDLO 7UDQVIHU WKH H PDLO 1R 5HSO\ 1HHGHG 6HQG WKH H PDLO You can add an account code to indicate if the customer was happy with the service.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R VHW DQ $FFRXQW &RGH 2Q WKH 0&& H PDLO ZLQGRZ FOLFN $FFRXQW &RGHV The 6150 MCC Account Codes window appears. (See Figure 39.
7R KROG DQ H PDLO 7R KROG DQ H PDLO If you cannot answer an e-mail immediately, you can hold it until you have the information required to answer it. You will still receive other e-mails while you are on hold. When you are ready to answer the e-mail, you select it, respond to it, and send it as you would a new e-mail.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R WUDQVIHU DQ H PDLO You can transfer an e-mail to an agent or to a queue. 2Q WKH 0&& H PDLO ZLQGRZ FOLFN 7UDQVIHU The 6150 MCC Transfer window appears. (See Figure 41).
7R VHW 1R 5HSO\ 1HHGHG 7R VHW 1R 5HSO\ 1HHGHG 2Q WKH 0&& H PDLO ZLQGRZ FOLFN 1R 5HSO\ 1HHGHG The 6150 MCC Outlook Plugin window appears. (See Figure 42.) &OLFN
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 9LHZLQJ H PDLO KLVWRU\ You can view e-mail history with the 6150 MCC e-mail response window. (See Figure 43.
7R YLHZ H PDLO KLVWRU\ No history is currently displayed. (See Figure 44.) You must choose from four types of client history: &XUUHQW FDVH The current case consists of the e-mail currently in the Message window and all associated correspondence spawning from that particular e-mail. (QWLUH KLVWRU\ The entire history consists of all e-mails from that particular client and all the responses.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R YLHZ &XUUHQW &DVH &OLFN 'LVSOD\ &XUUHQW &DVH The e-mail currently in the Message window, and all associated correspondence spawning from that e-mail, appears in the Client History window. (See Figure 45.
7R YLHZ H PDLO KLVWRU\ 7R YLHZ (QWLUH +LVWRU\ &OLFN 'LVSOD\ (QWLUH +LVWRU\ All e-mails from that particular client and the responses appear in the Client History window. (See Figure 46.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R YLHZ D 6SHFLILF ( PDLO &OLFN 'LVSOD\ 6SHFLILF ( PDLO The Message ID box appears. (See Figure 47.) 7\SH WKH GLJLW 0HVVDJH ,' QXPEHU RI WKH PHVVDJH \RX ZDQW WR YLHZ SUHFHGHG E\ SI )RU H[DPSOH W\SH SI &OLFN 2.
7R YLHZ H PDLO KLVWRU\ The specific e-mail that you requested appears in the Client History window. (See Figure 49.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 7R YLHZ WKH &XUUHQW ( PDLO &OLFN 'LVSOD\ &XUUHQW ( PDLO The e-mail currently in the Message window appears in the Client History window. (See Figure 50.
7R FUHDWH D WHPSODWH &UHDWLQJ DQG XVLQJ D 0&& WHPSODWH You can create a template from a post in your personal inbox for use with each 6150 MCC queue you are assigned. This template is then used to frame your responses and should contain standard information. For example, the template should contain your name and your company’s e-mail address.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU The Untitled - Discussion window appears. 8QGHU 6XEMHFW W\SH WKH QDPH RI WKH TXHXH IRU ZKLFK \RX DUH FUHDWLQJ WKH WHPSODWH )RU H[DPSOH W\SH 6XSSRUW The name of the window changes to Support - Discussion. (See Figure 52.
7R XVH D 0&& WHPSODWH 7R XVH D 0&& WHPSODWH 2SHQ \RXU 0&& LQER[ 6HOHFW DQ XQDQVZHUHG H PDLO The 6150 MCC e-mail window appears. (See Figure 53.) 2SHQ $(' 7HPSODWHV 2SHQ WKH WHPSODWH IRU WKH TXHXH \RX DUH FXUUHQWO\ ZRUNLQJ LQ )RU H[DPSOH VHOHFW WKH WHPSODWH ODEHOOHG 6XSSRUW The 6150 MCC Support Templates information will be added above the e-mail request information.
0LWHO 1HWZRUNV 0XOLWPHGLD &RQWDFW &HQWHU 9LHZLQJ 0LQL 4XHXH 1RZ 6WDWV Mini Queue Now Stats provides information on the number of available agents, the number of emails waiting, and the length of time the oldest e-mail has been waiting. However, if you have AgentAdvisor (a component of 6110 CCM) you have access to much more detailed queue information. 7R YLHZ 0LQL 4XHXH 1RZ 6WDWV 2Q WKH ,QER[ 0LFURVRIW 2XWORRN ZLQGRZ FOLFN 4XHXH The list of queues available appears. (See Figure 54.
7R YLHZ WKH UHSRVLWRU\ The statistics for support@prairiefyre.com can now be viewed. There are four agents available, there are no e-mails waiting, and the length of time the oldest e-mail has waited is zero seconds. (See Figure 55.) Figure 55 Support queue statistics 7R YLHZ WKH UHSRVLWRU\ You can view each and every e-mail sent and the corresponding reply in the repository.
0&& 7HUPLQRORJ\ $SSHQGL[ $ 0&& 7HUPLQRORJ\ (QDEOH ([WHUQDO ,QWHUIORZ The enable external interflow check box allows you to direct incoming e-mail to an e-mail address. ([WHUQDO ,QWHUIORZ $GGUHVV The external interflow address is the e-mail address the incoming e-mail is directed to.
0&& 7HUPLQRORJ\ If the e-mail message is not answered by overflow agent group1 within the overflow time, it is placed in the queue of overflow agent group 2 in addition to keeping its place in the first queue (primary agent group) and second queue (overflow agent group 1). There are three possible overflow agent groups: overflow agent group 1, overflow agent group 2, and overflow agent group 3.
0&& 7HUPLQRORJ\ 2YHUIORZ 7LPH The overflow time is the length of time an e-mail will sit in the primary agent group queue before also being forwarded to a overflow agent group. 3ULPDU\ $JHQW *URXS The primary agent group is the group assigned to answer a particular e-mail message first. 3ULRULW\ Priority assigns priority to queues. The highest priority is 1, and the lowest priority is 10.
