Specifications

General Information Guide
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• Calculate call costs
• Analyze historic calling patterns for budgetary purposes
• Negotiate better phone rates
• Apply calling activity data to contact center labour scheduling and forecasting
• Maximize employee productivity and ensure resources are used appropriately
• Reduce misuse of resources by reporting on corporate email usage.
Mitel Networks 6300 Call Recording in a Contact Center
Mitel Networks 6300 Call Recording in a Contact Center provides contact centers with the tools
required to record calls for liability purposes and/or evaluate the quality of an agents work, measure
performance and improve the response of the agents.
For quality purposes the 6300 Call recording presents INSPIRATION Pro, agent evaluation and
selective recording software used to measure quality in the Contact Center. This product was
designed from the ground up to integrate with other multi-media technologies that are becoming more
and more popular in the Contact Center Environment.
Call Recording features include:
• 4 - 128 channels (systems can be networked together to allow for recording of thousands of
lines)
• Support for thousands of networked channels
• TCP/IP, NET BIOS, Token Ring, Ethernet support
• Standard 1000 hour hard disk
• Loop Playback facility
• Remote diagnostics and service
• Simultaneous record and playback from the active archive media
• Cascade, Sequential, or Parallel Record Modes
• Compression Rate: 15,24, 32, 40, 64 Kbps selectable per channel.
Quality Monitoring features include:
• Split screen master detail hierarchy for all information at a glance
• Organized Agents and supervisors with all relevant data into organizational structure
• Easy custom forms generation for evaluating and grading quality on your criteria
• Sessions playback in full multi media integrated through browser for easy evaluation
• Full multimedia support for voice, email web-chat/ web collaboration, video, fax etc.
• Scheduler that gives resource allocation forecast and allows you to choose among criteria;
random, scheduled, event or rules based
• Reporting Module that allows the user to quickly and easily generate reports as narrowly or
broadly as is required. From an individual call to an aerial view of the contact center.