Specifications

General Information Guide
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Mitel Networks 6115 Interactive Contact Center
The Mitel Networks 6115 Interactive Contact Center provides supervisors with browser based tools
that enable them to:
• Dynamically control the availability of individual agents and queues
• Schedule ACD queues to automatically open and close based on business hours
• Enable Do Not Disturb on specific queues, diverting callers to alternative answering points
• Make individual agents busy with reason codes
• Communicate with agents when their state has changed.
Mitel Networks 6150 Multimedia Contact Center
Mitel Networks 6150 MCC is a modular offering that integrates with Microsoft Exchange 2000 and
Outlook to support optional capabilities for:
• Automatically routes incoming email to the next available agent
• Creates unique auto-acknowledgement messages based on email alias and email queues
• A unique tick number is assigned to each incoming and outgoing email, linking the
customer’s entire email history together.
• Provides supervisors with the ability to view, generate, schedule, and share reports across all
contact center multimedia elements over any date & time horizon.
• Provides supervisors with dynamic, real-time, browser based display of agent and queue
activity across different media types.
• Agents can treat email like voice calls by assigning hold status to email and transferring email
to other agents
• Supervisors can 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:
• Static Recorded Announcement - Provide callers in queue with pre-recorded announcements
• TIQ Talk - Provide callers with their expected wait time or position in queue
• Smart Messaging - Provide callers with time of day, day of week or exception based
messaging
• Smart Choice - Perform automated attendant operations to guide callers to the most
appropriate information, ACD path or extension
• Voice Callback – Provide callers in queue with the option of entering their phone number and
voice message requesting a queued call back from the contact center
• Web Callback – Enables a customer to submit a request for contact via the web
• Smart Routing – Allows call to be routed by ANI, time of day or current queue conditions.
• Call Detail Reporting – Enables 6160 IQ reporting
Mitel Networks 6200 Cost Management in a Contact Center
Mitel Networks 6200 Cost Management in a Contact Center provides the supervisor with all the tools
they require to keep track of communications costs. It enables the supervisor to: