Specifications

General Information Guide
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Mitel Networks 6100 Contact Center Solutions
Mitel Networks 6100 Contact Center Solutions (CCS) is a suite of applications that enhances the
integrated ACD functionality of the 3300 ICP. These applications enable customers to maximize the
efficiency of their contact center. This suite incorporates
• Mitel Networks 6110 Contact Center Management (CCM)
• Mitel Networks 6115 Interactive Contact Center
• Mitel Networks 6120 Contact Center Scheduling
• Mitel Networks 6150 Multimedia Contact Center (MCC)
• Mitel Networks 6160 Intelligent Queue (IQ)
• Mitel Networks 6200 Cost Management in a Contact Center
• Mitel Networks 6300 Call Recording in a Contact Center.
Mitel Networks 6110 Contact Center Management
Mitel Networks 6110 Contact Center Management (CCM) is a browser-based contact center
management solution providing supervisors and managers with advanced capabilities for
• forecasting of contact center activities based on historical activities and what-if scenarios
• real-time agent/supervisor communications
• real-time monitoring of contact center activities, including queue and agent status, average
wait times, real-time queue statistics, and more
• viewing of historical events
• historical reporting including automatic report generation on all contact center elements and
contact types over any date and time horizon.
The 6110 CCM includes the following features:
• Real-time Monitoring – SuperAdvisor
• Historical Monitoring – SuperAuditor
• Historical Reporting - Reporter
• Forecasting – 4Sight
• Agent real-time Monitoring – AgentAdvisor
• Instant Messaging – ChatLine
• Spectrum Wallboard support – Wallboarder
• ACD & SMDR Search capabilities – Inspector
• Multi-site reporting, monitoring & forecasting – Enterprise Node.