General Information Guide November 30, 2011 for Version 6.
NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
Table of Contents Table of Contents Chapter 1: About this Document Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Product Naming Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
General Information Guide Chapter 3: Automatic Call Distribution Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 How ACD Works: The ACD Routing Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 ACD Support . . . . . . . . . . . . . .
Table of Contents Calls in queue are not lost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Calls in progress are maintained . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Callers are unaware of the outage or system event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Agent states are retained . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
General Information Guide Real-time agent state control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Real-time path control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Real-time agent group presence control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Scheduled path control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Support for external hot desking, home-based, and remote employees . . . . . . . . . . . . . . 100 Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Chapter 12: Workforce Scheduling Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
General Information Guide Seamless Customer Relationship Management (CRM) integration . . . . . . . . . . . . . . . . . . 122 Enhanced agent support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Chapter 16: CTI Developer Toolkit Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Advanced routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Agent productivity tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Supervisor management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Multimedia Contact Center Social Media Integration . . . . . . . . . . . . . . . . . . . . . . . . . .
General Information Guide Outbound Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Chapter 21: Traffic Analysis Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Features . . . . . . . . . . . . .
Chapter 1 About this Document
General Information Guide 2
About this Document Overview This guide provides an overview of Mitel Contact Center Solutions, a portfolio of applications that enables customers to maximize the efficiency of their contact centers.
General Information Guide Product Naming Conventions In this document only the first mention of product names include the term "Mitel", for example: Mitel Contact Center Management (first mention) and Contact Center Management (subsequent mention).
About this Document • Contact Center Solutions Enterprise Edition Reports Guide: describes all of the report types available and explains how to generate reports included with Contact Center Enterprise Edition.
General Information Guide 6
Chapter 2 Contact Center Solutions
General Information Guide 8
Contact Center Solutions Introduction This section provides an overview of the Contact Center Solutions portfolio of applications.
General Information Guide • Want to customize reports • Want to identify callers in queue and change their answer priority in real time • Demand a resilient setup • Want to create flexible schedules based on forecasted requirements • Want to measure agent task adherence Contact Center Business Edition Contact Center Business Edition focuses on individual contact centers with 25 or fewer agents.
Contact Center Solutions • Contact Center Management Enterprise Node (available for Enterprise Edition only) provides multi-telephone system (remote and co-located) enterprise-wide historical reporting and real-time monitoring. It is used if enterprise-wide lists and real-time reporting is required on more than one system. Each additional system requires a Contact Center Network license. See "Contact Center Management Enterprise Node" in this document.
General Information Guide • CTI Developer Toolkit (Enterprise and Business Edition) is a software development tool that enables in-house developers to automate processes and information sharing, use up-front caller data from third-party IVR applications, build client-side design interfaces, and integrate Customer Relationship Management and Enterprise Resource Planning systems or any OBCD compliant database with Contact Center Management. See "CTI Developer Toolkit" in this document.
Contact Center Solutions • Interactive Visual Queue • Contact Center SoftPhone and Contact Center PhoneSet Manager • Workforce Scheduling • Schedule Adherence • Contact Center Screen Pop • CTI Developer Toolkit • Multimedia Contact Center • IVR Routing • Traffic Analysis • Mitel Border Gateway Connector NOTE: The following applications and application areas are not currently supported for use with the 5000 and Axxess telephone systems: IVR Routing, Contact Center Screen Pop, Salesforce.
General Information Guide Figure 1 Contact Center Solutions 14
Contact Center Solutions Configuration Figure 2 illustrates a typical installation for Contact Center Solutions. Figure 2 Typical Contact Center Solutions Installation Contact Center Solutions, IVR Routing, and Call Accounting applications are supported on a variety of virtual and thin-client systems: Citrix, Microsoft Virtual Server, Microsoft Hyper-V, and VMware. For details on thin-client and virtualization support, see the Contact Center Solutions and Call Accounting System Engineering Guide.
General Information Guide • IVR Routing • • Interactive Contact Center • • English, Canadian French, European French, Latin American Spanish, European Spanish, Brazilian Portuguese, Dutch, Italian, German, and Simplified Chinese Subscriber Services • • English only Traffic Analysis • • English, Canadian French, European French, Latin American Spanish, European Spanish, Brazilian Portuguese, Dutch, Italian, German, and Simplified Chinese Workforce Scheduling, Schedule Adherence, and Employee Por
Contact Center Solutions Contact Center Enterprise Edition Contact Center Management, Contact Center Management Enterprise Node, ACD Resiliency, Flexible Reporting, Contact Center Screen Pop, CTI Developer Toolkit, Interactive Contact Center, Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center Softphone, Workforce Scheduling, Schedule Adherence, Multimedia Contact Center, IVR Routing, Traffic Analysis, Call Accounting, and Subscriber Services.
General Information Guide • Emergency support on weekends and holidays from 8:00 am to 10:00 pm ET • Priority support and escalation • Emergency after-hours support 24 hours a day, 7 days a week, 365 days a year Graduated discount with the purchase of multiple service and support agreements Mitel offers a discount on the purchase of extended service and support when you purchase two or more years of extended service and support at a time.
Contact Center Solutions Extended Upgrade Package The Contact Center Solutions Extended Upgrade package includes software upgrades.
General Information Guide 20
Chapter 3 Automatic Call Distribution
General Information Guide 22
Automatic Call Distribution Introduction This section provides an overview of Automatic Call Distribution (ACD) and how it works. For more information, refer to the following topics: • Overview • How ACD Works: The ACD Routing Engine • ACD Support • Features and Benefits Overview ACD is used to help businesses optimize their resources. It enables businesses to handle large numbers of incoming customer calls and answer these calls with as few trained agents as possible.
General Information Guide How ACD Works: The ACD Routing Engine The ACD routing engine (on the 3300 ICP) involves several basic components: • Incoming lines or trunks that point to an ACD path • Paths (queues) that point to a group (you can configure one primary answer group and up to three overflow groups) • Agent groups • Recorded announcements to greet waiting callers • Music on hold (to entertain waiting callers between recordings) Each ACD agent is assigned a unique agent identification (ID)
Automatic Call Distribution ACD Support Table 1 details ACD support in the SX-200. Table 1 ACD Support in SX-200 SX-200 Agent support Supports up to: • 999 agent IDs • 100 agents logged in at one time • 99 paths • one primary agent group per path • three overflow • agent groups per path • 50 agent groups • 100 agent IDs per group Telephone support • Superset 4015 (by agents only) • Superset 4025 Table 2 details the ACD capacities for using MCD 5.0 across platforms.
General Information Guide Table 2 ACD Dimensions by Platform MCD Release 5.0 and Contact Center Release 6.
Automatic Call Distribution • 5324 IP Phone • 5224 IP Phone • 5220 IP Phone • 5220 IP Phone (Dual Mode) • 5215 IP Phone • 5215 IP Phone (Dual Mode) • 5212 IP Phone • 5207 IP Phone • 5020 IP Phone • 5010 IP Phone (Note: Silent Monitoring is not supported on this set) • SUPERSET 4150 telephone • SUPERSET 4125 telephone • SUPERSET 4025 telephone • SUPERSET 4015 telephone (Note: Silent Monitoring is not supported on this set) • SUPERSET 430 telephone • SUPERSET 420 telephone •
General Information Guide Features and Benefits All Mitel telephone sets support the following ACD features (with the exception of the 5010 IP Phone and the SUPERSET 4015 phone, which do not support Silent Monitoring). (See Table 4.) Table 4 ACD Phone Features and Benefits Features Description Logging in and out With a valid agent ID an agent can log in at any ACD phone.
Automatic Call Distribution Table 5 describes core ACD features for the SX-200/SX-200 ICP, SX-2000, and 3300 ICP. Table 5 Core ACD Features and Benefits Feature ACD Positions Description Structures the handling of ACD calls into a hierarchy of ACD positions.
General Information Guide Table 5 Core ACD Features and Benefits (continued) Feature Description Benefit Agent Group Supports a number of different agent groups, to handle incoming ACD traffic. An Agent Group consists of a logical grouping of agents trained to support a particular line of business. • Ensures each call gets to the best available resource to meet the caller’s needs Agent Group Presence Permits an agent to join or leave an agent group instantly without logging in or out.
Automatic Call Distribution Table 5 Core ACD Features and Benefits (continued) SX-200/ SX-200 ICP 3300 ICP Yes Yes Yes Yes If a caller chooses not to • Rather than losing continue holding, dial out business, this feature of queue allows the provides options when caller to be rerouted to a caller does not have an alternate answer time to wait for an point that is programmed answer. on the telephone system.
General Information Guide Table 5 Core ACD Features and Benefits (continued) SX-200/ SX-200 ICP 3300 ICP • Reduces caller wait time, frustration, and abandoned calls Yes Yes An agent who fails to answer a call within a programmed amount of time is automatically logged out of ACD. The call is then re-queued at a higher priority. • Reduces caller wait time, frustration, and abandoned calls Yes Yes Up to four recorded messages and their relative start times can be defined per queue.
Automatic Call Distribution Table 6 describes optional ACD telephone features for the SX-200 and 3300 ICP. Table 6 Optional ACD Features and Benefits Feature Description Benefit SX-200 3300 ICP Skills Based Routing Agents are programmed in agent groups/skill groups, which enables they system to route calls to the next available, highest-skilled agent within a skill group.
General Information Guide Table 6 Optional ACD Features and Benefits (continued) Feature Description Benefit SX-200 3300 ICP Networked ACD • Enables incoming calls to be simultaneously queued against local and/or remote agent groups within a queue • Optimizes call flow between sites to minimize bandwidth and telecom costs No Standard • This allows multi-site customers to design call-routing schemes that can optimize all their call-handling resources and locations.
Chapter 4 Contact Center Management
General Information Guide 36
Contact Center Management Introduction This section provides an overview of the Mitel Contact Center Management solution and how it works. For more information, refer to the following topics. • Overview • Applications Overview Contact Center Management is Mitel’s core reporting, real-time, and forecasting contact center management solution.
General Information Guide • You can log on to any PC with your user name and password and generate and view reports. Contact Center Management security authenticates user access to all of the Contact Center Solutions applications. • Connecting to Contact Center Management is like browsing to any other website. • There is no setup application to run on the desktop. You can download the setup from the website with an Internet browser.
Contact Center Management Contact centers with only one 1103 dataset and one DNIC port on the SX-200 system have a single VT100 terminal session available on the CyberTerminal Server for viewing real-time System Activity, Path Summary, Agent Group Summary, and Agent Information ACD Monitor sessions. In order to view more than one session simultaneously, additional 1103 datasets and DNIC ports are required.
General Information Guide Generating Lifecycle reports Lifecycle reports provide detailed information on all events related to the life of a specific call, from the moment a call enters the telephone system to call termination. Lifecycle reports can be generated on the following devices: agent, agent group, queue, queue group, DNIS, DNIS group, extension, extension group, trunk, trunk group, enterprise, media server, and site.
Contact Center Management breakdown in customer service, and search non-ACD extensions to review call activities. The search results are displayed in easy-to-interpret tables that can be printed or saved to file. Viewing historical events in simulated real-time The Auditor application is used to view historical data in simulated real time over any date and time horizon. You can readily analyze when and why past service problems occurred.
General Information Guide • Dock Contact Center Client at the top, bottom, left, or right of your desktop • Customize how content in real-time monitors is displayed Real-time monitoring for supervisors Contact Center Client provides real-time and cumulative agent statistics and real-time (by 15-minute intervals) and over-the-business-day queue statistics. With Contact Center Client, supervisors can view real-time statistics across multiple queues or agents.
Contact Center Management phone extensions by their physical position in your contact center. In addition, these monitors enable you to view the current status of general business extensions. Communicating in real time Using Contact Center Client, agents can view the phone availability and online presence of other contact center employees before they transfer calls or send online chat messages.
General Information Guide Hot desking When an agent is configured as a Mitel hot desking agent, the agent can sit at any extension on the network and log on to the extension. After the agent is logged on, the agent takes control of the extension. The agent’s Contact Center Client and soft phone real-time profile settings are available. Any previous associations with the extension are taken out of service.
Contact Center Management Forecasting The Forecasting tool takes historical telephone system data and predicts future traffic volumes and patterns and agent requirements. It uses default service level percent (80%), service level time (20 second), and wrap-up time (15 second) values in calculating the agents required. These values can be changed in the resultant spreadsheet and the number of agents required can be recalculated.
General Information Guide Configuring the YourSite database You can configure the YourSite database in the following ways: • Quick Configuration Wizard—configures Contact Center Management quickly for contact centers. You start Management Console in Contact Center Client. • Quick Setup—adds a range of devices (employee, employee group, agent login, agent group, queue, queue group, extension, extension group, trunk, trunk group, DNIS, DNIS group, Account Code, Make Busy Reason Codes, and Team).
Contact Center Management Virtual queue groups Virtual queue groups are comprised of one or more queues across one or more telephone switches that all send ACD calls to the same pool of agent groups. Virtual queue group functionality has been designed to help supervisors monitor groups of agents to ensure service levels and other productivity measurements are being met and to balance call loads across telephone switches.
General Information Guide 48
Chapter 5 Contact Center Management Enterprise Node
General Information Guide 50
Contact Center Management Enterprise Node Introduction This section provides an overview of Mitel Contact Center Management Enterprise Node and how it works. For more information, refer to the following topics: • Overview • Features • Configuration Overview Contact Center Management Enterprise Node is an add-on product to Contact Center Management, enabled with the Contact Center Network License, that provides multi-site contact center capabilities using a single-server configuration.
General Information Guide SX-200 (post 17) For the SX-200 (post 17 Release 4.0), the SMDR and ACD real-time data streams are delivered over RS-232 using datasets. To collect data from a remote SX-200, Contact Center Management Enterprise Node software must be installed on the remote server. 3300 ICP and SX-200 ICP In a co-located environment where an ICP and main Contact Center Management server are at the same site • The 3300 ICP streams SMDR data over TCP/IP to the main Contact Center Management server.
Contact Center Management Enterprise Node ACD and SMDR data collection In multi-site enterprises, ACD and SMDR data is stored on the Enterprise Server. When the Enterprise Server is a 3300 ICP or SX-200 ICP, it is recommended that you install a server at the remote site to ensure data integrity. If there is no server at the remote site and the WAN goes down, data is lost because of limited telephone system buffering. Data cannot be sent to the Enterprise Server for storage.
General Information Guide Figure 9 Possible Multi-site Contact Center Management Configuration 54
Chapter 6 Resiliency and ACD Resiliency
General Information Guide 56
Resiliency and ACD Resiliency Introduction This section provides an overview of Resiliency and ACD Resiliency and how they work. For more information, refer to the following topics: • Overview • Benefits • Resiliency Support for Contact Center Applications • Features • Configuration Overview Resiliency is a network configuration, available with the Contact Center Advanced Starter Pack or greater and Call Accounting, that ensures high reliability or availability of a communications system.
General Information Guide Benefits Contact centers often provide the primary customer-to-company interface. From a customer satisfaction and revenue perspective, downtime costs money. In other words, lost calls mean lost customers. Resiliency ensures that the contact center is always available. Contact centers that operate 24/7 cannot be taken offline. Resiliency enables sites to upgrade or service their phone systems while agents continue to take calls.
Resiliency and ACD Resiliency Calls in progress are maintained Agents on calls are not interrupted if there is a network or controller outage. In the event of an outage, agents and customers remain on the line until they conclude their conversations. Only after a call ends does an agent’s phone automatically re-register with the failover controller. Callers are unaware of the outage or system event Failover occurs seamlessly.
General Information Guide Basic ACD Resiliency This section provides two basic ACD Resiliency configurations. Basic configuration 1: Two controllers with up to 120 agents As shown in Figure 10, the ACD agents and paths are programmed on both 3300 agent controllers, so that the public exchange calls (PSTN) are split evenly between the controllers. Each controller is both a primary and secondary agent controller in the event of a failure on either controller.
Resiliency and ACD Resiliency Basic configuration 2: Two controllers with up to 120 agents In Figure 11, calls land on the queueing gateway and queue to ACD paths. The gateway also acts as a secondary agent controller in the event of a failure. This configuration provides automatic failover to the secondary agent controller, upon outage, and failback to the primary agent controller, upon return to service.
General Information Guide Advanced ACD Resiliency This section provides two advanced ACD Resiliency configurations. Advanced configuration 1: Three controllers with up to 120 agents In the advanced configuration shown in Figure 12, calls are evenly split between the two 3300 Queueing Gateways where the paths are programmed. In this configuration, if one gateway fails, all incoming traffic can be diverted to the other gateway.
Resiliency and ACD Resiliency Figure 12 Advanced ACD Resiliency - Configuration 1 Advanced configuration 2: Three controllers scaling to greater than 120 agents In the advanced configuration shown in Figure 13, the ACD paths and PSTN calls are split evenly between two queueing gateways, and all 250 agents are hosted on the agent controller. In this configuration, if one gateway fails, all incoming traffic can be diverted to the other gateway.
General Information Guide This configuration provides automatic agent failover to the secondary agent controllers (the queueing gateways) upon outage, and failback to the primary agent controller upon return to service. This configuration supports • Path resiliency • Group resiliency, depending on how the resiliency groups are configured • Agent device resiliency • 250 agents, but additional gateways can be added to scale to a maximum of 350 agents .
Resiliency and ACD Resiliency Full ACD Resiliency This section provides two full ACD Resiliency configurations. Full configuration 1: Four controllers scaling to greater than 120 agents In the configuration shown in Figure 14, the ACD paths are programmed on multiple queueing gateways, and the PSTN calls are split evenly between the gateways. If one gateway fails, all incoming traffic can be diverted to another gateway.
General Information Guide Figure 14 Full ACD Resiliency - Configuration 1 Full configuration 2: Four controllers with up to 250 agents In the configuration shown in Figure 15, the ACD paths are programmed on multiple queueing gateways, and the PSTN calls are split evenly between the gateways. If one gateway fails, incoming traffic can be diverted to another gateway. The ACD path calls queue on the gateways and are routed to the agent controller when agents become available.
Resiliency and ACD Resiliency provides automatic agent failover to either secondary agent controller upon outage, and failback to the primary agent controller upon return to service. This configuration supports • Path resiliency • Group resiliency • Agent device resiliency For silent monitoring, supervisors must reside on the same controller as the agents they wish to monitor. Longest idle agent call distribution across all agents can only be achieved by putting all agents on a single controller.
General Information Guide Figure 15 Full ACD Resiliency - Configuration 2 68
Chapter 7 Virtual Contact Centers
General Information Guide 70
Virtual Contact Centers Introduction This section provides an overview of virtual contact centers and how they work. For more information, refer to the following topics: • Overview • Benefits • Configuration Overview Networked ACD is based on ACD overflow functionality. Overflow permits a call originating in a particular geographic location to overflow to an agent on a different system in a different geographic location in the event of high call volumes.
General Information Guide Configuration Networked ACD is used to enable virtual ACD deployments. All paths are programmed on the 3300 Queueing Gateways and all agents are programmed on the 3300 Agent Controller(s). This section describes two configurations for resilient, virtual ACD contact centers.
Virtual Contact Centers In Figure 17, the Agent Controller fails, causing agents to rehome to their secondary controller, which is local to them. A WAN outage initiates the same failover behavior. In this case their secondary controller also serves as a queueing gateway for path calls.
General Information Guide Figure 18 Configuration 2 - Failover to Central Secondary Controller Figure 19 Configuration 2 - Failover to Tertiary Controller 74
Chapter 8 Flexible Reporting
General Information Guide 76
Flexible Reporting Introduction This section provides an overview of Mitel Flexible Reporting and how it works. For more information, refer to the following topics: • Overview • Benefits • Features Overview Mitel Contact Center Solutions provides over 425 reports.
General Information Guide Create custom reports with an easy-to-use wizard interface Create customized reports with existing statistics (column headings) using the Flexible Reporting wizard. The wizard guides you through the process of building custom reports. Select from existing column headings to build a report Select from existing column headings to build a report that includes only the column headings you require. Position the columns in the order that suits your reporting needs.
Chapter 9 Interactive Contact Center
General Information Guide 80
Interactive Contact Center Introduction This section provides an overview of Mitel Interactive Contact Center and how it works.
General Information Guide Features Interactive Contact Center includes supervisor- and agent-specific features: • Real-time agent state control • Real-time path control • Scheduled path control • Path control plans • Enhanced agent shift reporting Real-time agent state control Using Interactive Contact Center and Contact Center Client, supervisors can log agents on and off, move agents from quiet paths into busier paths, and place agents in Make Busy or Do Not Disturb.
Interactive Contact Center Scheduled path control Supervisors can pre-schedule paths to open or close, based on the business’ hours of operation. Path control schedules open queues during business hours and close them after business hours. This feature eliminates the need to open and close paths manually. Path control plans The supervisor can place paths in and remove paths from Do Not Disturb automatically, based on predefined criteria.
General Information Guide Figure 20 Using the Make Busy Reason Code Configuration The following section describes 3300 ICP configuration for Interactive Contact Center. 3300 ICP configuration In this single-server configuration, two network cards must be installed: a dedicated NIC for ACD/SMDR connectivity and a dedicated NIC for network data transmission. (See Figure 21.
Interactive Contact Center Figure 21 Interactive Contact Center connectivity with the 3300 ICP Telephone System Hardware and Software Requirements Table 7 lists the 3300 ICP hardware and software components required for Interactive Contact Center.
General Information Guide 86
Chapter 10 Interactive Visual Queue
General Information Guide 88
Interactive Visual Queue Introduction This section provides an overview of Interactive Visual Queue and how it works. For more information, refer to the following topics.
General Information Guide Integration with other applications Interactive Visual Queue works in conjunction with Contact Center Management, Interactive Contact Center, and Contact Center Client to enable • Supervisors to benefit from single-point administration of extensions, agents, and other devices • Agents and supervisors to view queue activity and the availability of team members and act quickly to serve callers with current resources • Agents and supervisors to control ACD calls, agents, and que
Interactive Visual Queue Contact prioritization Interactive Visual Queue provides contact prioritization, enabling the agent or supervisor to • Move calls between queues (that are associated with different agent groups) to balance the call load • Move calls from low-priority queues to high-priority queues, or vice versa, to change their answer position • Forward calls to extensions, callback ports, voice mail ports, or other answer points Single-point database administration Supervisors benefit from
General Information Guide Figure 22 Supervisor Transferring a Priority Call to an Agent 92
Chapter 11 Contact Center Softphone & Contact Center PhoneSet Manager
General Information Guide 94
Contact Center Softphone & Contact Center PhoneSet Manager Introduction This section provides an overview of Mitel Contact Center PhoneSet Manager and Mitel Contact Center Softphone and how they work. For more information, refer to the following topics.
General Information Guide • Silent monitoring • Report creation on calls tagged with account codes and call classification codes • Support for hot desking agents • Support for home-based and remote employees • Resiliency Time-saving features Contact Center PhoneSet Manager and Contact Center Softphone boost ACD agent productivity while optimizing desktop real-estate use.
Contact Center Softphone & Contact Center PhoneSet Manager Support for Personal Identification Number (PIN) protection Similar to general hot desk user logins, ACD hot desk agent logins now offer the ability to password protect the agent login with a PIN. Contact Center PhoneSet Manager and Contact Center Softphone now prompt users participating in the use of PINs to enter their PIN upon login. Hot desk users who use Interactive Contact Center to login will also be prompted for their PIN.
General Information Guide Integrated real-time presence Contact Center PhoneSet Manager and Contact Center Softphone integrate with Contact Center Client to provide real-time presence. Supervisors can readily identify which employees are idle and process calls efficiently from within Contact Center Client. They can open an agent, employee or extension monitor, or the Queue Now monitor and right-click an agent to transfer a call to the agent.
Contact Center Softphone & Contact Center PhoneSet Manager Figure 23 Make Busy Reason Code in Contact Center Softphone Figure 24 illustrates an agent transferring a call. Agent availability can be viewed by right-clicking on the agent prior to transfer. Figure 24 Agent transferring a call in Contact Center Softphone Figure 25 illustrates how Contact Center Softphone integrates with Contact Center Client to provide real-time presence.
General Information Guide Support for hot desking agents Contact Center PhoneSet Manager and Contact Center Softphone support hot desking agents. When an agent is configured as a Mitel hot desking agent, the agent can sit at any extension on the network and log on to the extension. After the agent is logged on, the agent takes control of the extension. The agent's Contact Center Client and soft phone real-time profile settings are available.
Chapter 12 Workforce Scheduling
General Information Guide 102
Workforce Scheduling Introduction This section provides an overview of Mitel Workforce Scheduling and how it works. For more information, refer to the following topics: • Overview • Features • Benefits Overview Workforce Scheduling is an optional client/server application available for Contact Center Enterprise Edition that works in conjunction with Contact Center Management to schedule agents.
General Information Guide You can use the Contact Center Management Forecasting application to generate run-on-demand forecast agent work schedules. Forecasting uses the industry-standard Erlang C formula to access historical telephone system data and calculate the number of agents required to achieve a customer-defined service level. For example, you may want to calculate the number of agents required to answer 80% of calls in 30 seconds based on last month’s call volume.
Workforce Scheduling • Are breaks covered? Is another employee replacing the employee who is taking a break? • Are employees scheduled to perform the jobs that need to be completed? • Do you use employee filtering, so that the employee who best suits the schedule is selected first? • Are all employees included in the pool of available agents? Which employees are included or excluded? • Do you want to override the minimum or maximum hours the employee can work? • Do you want to override the times
General Information Guide Figure 26 Workforce Scheduling: Employees and Shifts 106
Workforce Scheduling Customized agent schedules You can create customized schedules based on agent availability and shift preferences. Tailoring schedules to the individual needs of agents can increase employee morale and reduce turnover by ensuring flexible, consistent schedules. Easy-to-use interface Workforce Scheduling’s streamlined configuration reduces the amount of time schedulers spend creating and updating schedules.
General Information Guide 108
Chapter 13 Schedule Adherence
General Information Guide 110
Schedule Adherence Introduction This section provides an overview of Mitel Schedule Adherence and how it works. For more information, refer to the following topics: • Overview • Features • Benefits Overview Schedule Adherence is an optional application included with the Workforce Scheduling license that works in conjunction with Contact Center Management and Workforce Scheduling.
General Information Guide Real-time agent information displayed in a familiar user interface For ease of use, Schedule Adherence resides in the familiar Contact Center client user interface. Schedule Adherence includes two Contact Center Client monitors that enable supervisors to monitor agent adherence in real time. Adherence Detail Grid monitor The Adherence Detail Grid monitor provides a drill-down view of agent scheduled activities, expected states, and event totals.
Schedule Adherence Adherence Timebars monitor The Adherence Timebars monitor provides a schedule time bar, based on the agent time bar and event colors configured in Workforce Scheduling, for each agent’s scheduled activities. (See Figure 28.) The Adherence Timebars monitor displays adherence to schedule, out-of-adherence alarms, and the current time. The current time is identified by a green line on the employee timebar and past events are shaded purple.
General Information Guide Benefits The following are some of the benefits of Schedule Adherence: • Schedule Adherence helps ensure agents are in the right queues performing the right tasks.
Chapter 14 Employee Portal
General Information Guide 116
Employee Portal Introduction This section provides an overview of Mitel Employee Portal and how it works. For more information, refer to the following topics: • Overview • Features • Benefits Overview Employee Portal is an optional application included with the Workforce Scheduling license. Employee Portal is an online scheduling tool that employees can use to make scheduling requests, such as trading or taking other’s shifts and requesting schedule changes and time off.
General Information Guide Figure 29 Employee Portal Benefits Employee Portal increases employee morale and reduces turnover by offering flexible, consistent schedules that take employee preferences into account. Efficiency is increased because employees can readily communicate scheduling requests to supervisors and supervisors can use what-if scenarios to help them decide whether to accept or deny schedule requests.
Chapter 15 Contact Center Screen Pop
General Information Guide 120
Contact Center Screen Pop Introduction This section provides an overview of Mitel Contact Center Screen Pop and how it works. For more information, refer to the following topics: • Overview • Benefits • Features Overview Contact Center Screen Pop, included with Contact Center Enterprise Edition Advanced Starter Pack or greater or as an add-on to Business Edition, integrates with Contact Center Management to launch applications or Web pages when agents answer calls.
General Information Guide • Enhanced agent support Access to detailed caller information When an ACD call arrives, Contact Center PhoneSet Manager or Contact Center Softphone provides the agent with a pop-up window that contains the caller’s name and the queue name or number (for ACD calls). With Contact Center Screen Pop, you can display additional information such as the DNIS, ANI, and caller entered digits.
Chapter 16 CTI Developer Toolkit
General Information Guide 124
CTI Developer Toolkit Introduction This section provides an overview of Mitel Computer Telephony Integration (CTI) Developer Toolkit and how it works.
General Information Guide CTI Developer Toolkit - Server DLL CTI Developer Toolkit - Server DLL • Enables you to gather and send call detail information to the client DLL. • Gathers caller information from the PSTN, IVR Routing, third-party IVRs, database lookup, etc.
CTI Developer Toolkit Figure 30 Third-party Screen Pop Based on ANI/DNIS In Figure 31, the contact center is using a CRM database and will integrate their third-party client screen pop application with CTI Developer Toolkit - Client DLL. Screen pops are based on IVR Routing Collect Caller Entered Digits. This configuration requires Contact Center Management, IVR Routing with Collect Caller Entered Digits, and CTI Developer Toolkit - Client DLL license.
General Information Guide In Figure 32, the contact center is using a CRM database and will integrate their third-party client screen pop application and third-party IVR with the CTI Developer Toolkit - Client and Server DLL. Screen pops are based on collected digits from a third-party IVR. This configuration requires Contact Center Management, CTI Developer Toolkit - Client DLL license, and CTI Developer Toolkit - Server DLL license.
CTI Developer Toolkit Figure 33 Contact Center Screen Pop Based on Third-party IVR Collected Digits 129
General Information Guide 130
Chapter 17 IVR Routing
General Information Guide 132
IVR Routing Introduction This section provides an overview of Mitel IVR Routing and how it works. For more information, refer to the following topics: • Overview • Benefits • Features • Configuration Overview IVR Routing is an all-in-one, scalable, integrated voice processing solution that works in conjunction with Contact Center Management, replacing the previous IVR solution Intelligent Queue.
General Information Guide Call flow types Call flows are categorized into three types • Recorded Announcement Device (RAD)-plays RAD messages to all callers in their associated queues • Voice-directs incoming calls to the agents, departments, and employees best qualified to handle their requests • Management-enables managers to make changes to the incoming caller options in the event of an emergency or unforeseen circumstances RAD messages RAD messages are associated to queues and broadcast to up 50
IVR Routing Call flow examples Example 1 - Advanced ANI routing The advanced ANI routing example shows a basic call flow that routes calls based on the phone number dialed by the customer when trying to contact your company. Incoming calls are answered and, based on configured telephone routing rules, routed to the sales department in the incoming call's country of origin.
General Information Guide Example 2 - Advanced DNIS routing The advanced DNIS routing example shows a call flow that routes calls to separate product lines based on the toll-free line dialed by the customer. Incoming calls are answered and, based on the toll-free number dialed, routed to the queue responsible for handling call requests for that product line.
IVR Routing Example 3 - Schedules and Menus The schedules and menus routing example shows a call flow that first routes calls through a schedule to determine the action to perform based on the date and time of the call. If within business hours, the call flow provides a user menu to the caller.
General Information Guide Example 4 - Premium Collected Digits The premium collected digits call flow example shows a call flow that routes calls based on the extension number inputted by the caller. The call is answered and the caller is prompted to enter the extension number of the party they want to reach. A call routing decision is then made based on the collected digits.
IVR Routing Benefits IVR Routing provides the following benefits: • Easily manages complicated call flows • Keeps callers informed • Manages caller expectations for a more positive experience • Matches callers with the most appropriate agent based on a range of factors • Provides callers with flexible contact alternatives to waiting in queue • Helps you meet service level commitments • Understands call flow from the customer's perspective • Enables you to easily monitor IVR activity Core Fe
General Information Guide Hunt group configuration Hunt groups are available and are configured in YourSite Explorer. Hunt groups are a series of ports that act as routing points. When a call is received, the telephone system searches the ports assigned to hunt groups for the first available port and switches the call onto that port. Calls are routed to the first available port in the hunt group, at which point the caller will be connected.
IVR Routing Callbacks A callback identifies a caller from the information provided in the caller’s message, left by phone or email, and makes a return telephone call. Voice callbacks provide callers in queue with the option of entering their phone number an a voice message requesting a queued callback. Web callbacks enable customers to submit requests for contact using a form on the Web.
General Information Guide IVR Management Visual Workflow Manager enables you to configure management plans for your interactive trees that enable supervisors to call in and interact with the IVR over the phone. After you configure a management, administrators can call in and put messaging ports into Emergency Mode or back into Normal Mode, and can optionally record and manage messages over the phone from remote locations.
Chapter 18 Multimedia Contact Center
General Information Guide 144
Multimedia Contact Center Introduction This section provides an overview of Mitel Multimedia Contact Center and how it works.
General Information Guide Features Multimedia Contact Center includes the following features: • Advanced routing • Agent productivity tools • Supervisor management • Multimedia Contact Center Social Media Integration Advanced routing 146 • Multimedia paths—Create unlimited email, SMS, chat, and fax paths, such as Support@yourcompany.com, to distribute contacts to the longest idle agent in the group.
Multimedia Contact Center Agent productivity tools • Agent availability across media types—Enables agents to have a unified login/availability screen across all media types (e.g., login/logout, set Make Busy with Reason, and remove Make Busy with Reason), eliminating the need to log in to multiple applications. • Customer history—Enables you to view the customer history of previous email, SMS, or fax sessions.
General Information Guide • Multimedia real-time monitoring—You can view real-time displays of agent and path activity, with customizable monitors and alarm thresholds. You can display each agent’s current state, how long they’ve been in that state, when they logged on and off, and more. Queue monitors display real-time queue statistics. You can proactively manage your contact center based on current conditions, and track and provide feedback on the performance and shift adherence of individual agents.
Multimedia Contact Center The Multimedia Contact Center Social Media integration leverages existing infrastructure to minimize start-up costs. Customers only need an account with a third-party social media application in order to integrate with Multimedia Contact Center. Currently, the social media integration has been validated using Yupiq, a social media aggregator. More social media partners will be validated in future releases of Contact Center Solutions.
General Information Guide Figure 40 Email Routing with Multimedia Contact Center When email is routed 1. The corporate email server uses Active Directory to determine that the destination is a mail-enabled public folder located on the exchange server (found on the Contact Center Solutions Server). It then automatically forwards the customer’s email to the Exchange Server based on the public folder’s email alias. Note that the exchange server and the corporate email server belong to the same Windows domain.
Multimedia Contact Center Internet Customer’s PC Firewall Web Server with MCC WebChat Server Primary Domain Controller MCC Exchange Server Corporate Exchange MCC Agent PC MCC Agent PC MCC Agent PC Figure 41 Multimedia Contact Center Chat Traffic Routing When chat traffic is routed 1. A customer visits your website and clicks the “Chat Now” graphic on your Web page. 2. A form is displayed where the customer enters their name, email address, and the subject of the chat session.
General Information Guide 9. Either the agent or the customer can end the chat session. If the customer ends it, the Web server notifies the Multimedia Contact Center Web chat router that the session is finished and the chat agent is available to answer another chat request. If the agent ends it, the router notifies the Web server that the session is finished and the Web server then notifies the customer. 10. The customer is sent an email containing a transcript of the finished chat session.
Multimedia Contact Center fax agent answers fax requests using Outlook with a Multimedia Contact Center Outlook add-in, which allows agents to log in to Multimedia Contact Center to make themselves available to answer the fax requests. Each agent is assigned a public folder, which is used as an agent inbox for Multimedia Contact Center fax requests. All the Multimedia Contact Center fax requests, routed to an agent, appear in the agent’s inbox.
General Information Guide Figure 44 illustrates a Multimedia Contact Center email. Figure 44 Multimedia Contact Center Email Figure 45 illustrates a Multimedia Contact Center Web chat session.
Multimedia Contact Center Figure 45 Multimedia Contact Center Web Chat Session 155
General Information Guide 156
Chapter 19 Professional Services Custom Development
General Information Guide 158
Professional Services Custom Development Introduction This section provides an overview of Mitel Professional Services - Custom Development. For more information, refer to the following topics: • Overview • OutBound Dialer • Workforce Management Integration • Customer Relationship Management Integration • Other Integrations Overview Professional Services provides customized, cost-effective solutions that improve customer interaction and streamline business processes.
General Information Guide Workforce Management Integration Contact Center Solutions integration for third-party Workforce Management software is an optional, server-side application that works in conjunction with Mitel Contact Center Management. It provides Workforce Management systems with the data required for forecasting, monitoring adherence and compliance to schedules, agent productivity metrics, and automated agent scheduling.
Professional Services Custom Development Click-to-dial from agent desktops enables agents to dial customer phone numbers with a single mouse click. Call logging of customer interactions is ensured because Microsoft CRM Phone Call or other activity pages, in conjunction with customer sales, service, marketing, or other CRM pages, are automatically delivered to the agent desktop.
General Information Guide • Click-to-dial saves time and reduces misdialed calls. • Call logging encourages compliance to business processes, improves reporting, and enables agents to readily access case histories and provide consistent service. Other Integrations Integration is also available with most major CRM applications and ODBC compliant databases. For more information, contact Professional Services at sales@prairiefyre.com.
Chapter 20 Third Party Integration
General Information Guide 164
Third Party Integration Introduction This section provides an overview of third-party solutions that can be optionally integrated with Mitel Contact Center Solutions. For more information, refer to the following topics: • Overview • Software connectors • Global Partners • North America Partners • Europe, Middle East, Africa (EMEA) Partners Overview Contact Center Solutions integrates with a variety of third-party applications to enhance contact center functionality.
General Information Guide Contact Center Chat provides the online chat presence of contact center employees, including Online, Offline, and Away. Agents can view the availability and presence of other contact center employees before they transfer calls or send online chat messages. Enterprise Presence / Chat Integration integrates with Microsoft Lync Server 2010 to enable contact center employees to view the presence of both internal and external contacts to determine if they are available to communicate.
Third Party Integration • Support for 4 to 1000s of channels in one system • Remote alarming and monitoring • Multi-site deployment with centralized archiving • High resiliency Voice Print International (VPI): Activ!Voice Recording Solution Features include • Support for 3300 ICP and 5000 CP • Voice and screen recording, quality management, and coaching • Browser-based, profile-driven interface for call recordings and modules • Real-time dashboards and reporting of Key Performance Indicators
General Information Guide OAISYS: SMB Recording Solution Talkument Features include • Support for 3300 ICP and 5000 CP • Support for 8 to 48 ports and 20 000 recording hours • View of each call from beginning to end • Outlook-like user interface • Ability to highlight areas of conversations and add call notes to share with employees • Secure sharing of calls and call segments • Ability to encrypt calls using the Mitel Secure Recording Connector (3300 ICP only) OAISYS: Enterprise Recording Sol
Third Party Integration Speech Analytics Integration is available for the following speech analytics application: • Tellrex: CallRex Speech Analytics Telrex: CallRex Speech Analytics Features include • Support for 3300 ICP • Ability to identify and flag keywords, conduct root cause analysis, monitor for compliance, and select recorded calls based on content Interactive Voice Response (IVR) Integration is available for the following IVR application: • Voice 4 Net: ePBX Custom IVR Voice 4 Net: ePBX C
General Information Guide Teledirect: Liberation and Liberation Express Campaign Platform Features include • Support for 3300 ICP and 5000 CP • Liberation Express for smaller contact centers of up to 25 agents • Powerful list builder which pulls from multiple databases in real time and defines execution strategies and follow-up actions for non-contacts Europe, Middle East, Africa (EMEA) Partners Call Recording Integration is available for the following call recording applications: • ASC: Marathon Ev
Third Party Integration • Secure recording format • Ability to evaluate agent performance • Centralized administration Xarios: Xarios Call Recorder (UK only) Features include • Support for 5000 CP • Up to 20 000 hours of recording • Express package: search and playback abilities • Professional package: timelines, user profiles, archiving • Enterprise package: scalability, in-progress call status, agent scoring • Web-based administration • Call notes Multi-Channel Routing Integration is
General Information Guide Campaign Management Integration is available for the following campaign management application: • New Media: Adaptive Campaign Editor (UK only) New Media: Adaptive Campaign Editor (UK only) Features include • Support for 5000 CP • Simplified setup of outbound calling campaigns • Ability to customize dialing settings, and specify result codes and rescheduling options for each campaign • Access to comprehensive management information Outbound Dialer Integration is availabl
Chapter 21 Traffic Analysis
General Information Guide 174
Traffic Analysis Introduction This section provides an overview of Traffic Analysis and how it works. For more information, refer to the following topics: • Overview • Features Overview Traffic Analysis, available with Contact Center Enterprise Edition, Business Edition, and stand-alone Call Accounting, provides an overall view of trunk traffic and enables you to analyze the traffic to maximize service and decrease costs.
General Information Guide Figure 46 Attendant Console Traffic by Period Report Traffic DTMF Receiver Group reports The following report enables you to see if your telephone switch has sufficient DTMF receivers available to service your outbound callers. • DTMF Receiver Group Traffic by Period reports —report on the accessibility of DTMF receivers for the shift duration and day(s) you specify. Figure 47 is an example of a DTMF Receiver Group Traffic by Period report.
Traffic Analysis Figure 47 DTMF Receiver Group Traffic by Period Report Traffic Route reports The following reports enable you to identify the period of busiest route traffic: • Route List Traffic by Period reports—show route list activity for the shift duration and day(s) you specify. A route list determines where call traffic is directed, based on a prioritized list of routes • Route Plan Traffic by Period reports—show route plan activity for the shift duration and day(s) you specify.
General Information Guide Figure 48 Route List Traffic by Period Report Traffic Trunk reports The following reports enable you to identify the period of busiest trunk traffic. You can use the information in these reports to configure trunks effectively and schedule the required staff. • Trunk Traffic by Period reports—show trunk activity for the shift duration and day(s) you specify. • Trunk Busy Hour Traffic by Day of the Week reports—show the trunk’s busiest hour for each day of the week.
Traffic Analysis Figure 49 Trunk Traffic by Period Report 179
General Information Guide 180
Chapter 22 Mitel Border Gateway Connector
General Information Guide 182
Mitel Border Gateway Connector Introduction This section provides an overview of Mitel Border Gateway Connector and how it works. For more information, refer to the following topics: • Overview • Features • Benefits • Configuration Overview Mitel Border Gateway Connector is a secure IP-based solution for remote and home-based employees that replaces Teleworker Solution.
General Information Guide Increased agent morale • Agents can avoid long commutes and work more flexible hours in the comfort of their own home. Improved agent satisfaction saves money by decreasing absenteeism and turnover. Configuration Employees using Mitel Border Gateway Connector require a phone or USB headset (for soft phone), a computer, a router, and a high-speed Internet connection.
Chapter 23 Secure Recording Connector
General Information Guide 186
Secure Recording Connector Introduction This section provides an overview of Mitel Secure Recording Connector and how it works. For more information, refer to the following topics: • Overview • Features • Configuration Overview Secure Recording Connector (SRC) is a software solution that enables the recording of Mitel encrypted voice streams by third-party call recording equipment (CRE). SRC is also supported for use with Contact Center PhoneSet Manager and Contact Center Softphone.
General Information Guide After configuring SRC and CRE, call recording is enabled and recorded data can be accessed from hyperlinks in call-specific Lifecycle reports. For more information regarding Lifecycle reports, see the Contact Center Solutions Enterprise Edition Reports Guide. Features Resiliency The SRC supports ACD resiliency. For more information, see "Resiliency and ACD Resiliency". Two SRC servers must be deployed for resiliency.
Secure Recording Connector Configuration The SRC must be on the LAN, preferably on the same LAN segment as the ICP(s) with which it is working. Figure 51 is an example of a possible configuration. The phone sets on the right are on the same LAN segment as the SRC server. These phone sets use the SRC as their server and ICP and are enabled to record calls. The phone sets on the left are not on the same LAN segment as the SRC server.
General Information Guide If remote or external phones are in use, they can be proxied through the Mitel Border Gateway server to enable recording. Figure 52 shows an example of a remote phone set being proxied through the Mitel Border Gateway server, which is then proxied through an SRC server, so that it can be recorded along with the sets on the Recorded LAN.
