User guide

Contact Center Softphone & Contact Center PhoneSet Manager
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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.
• Overview
• Benefits
•Features
Overview
Contact Center PhoneSet Manager (included in Contact Center Enterprise Edition Advanced
Starter Pack or greater and as an add-on to Business Edition) and Contact Center Softphone
(available as an add-on to Enterprise Edition and Business Edition) provide ACD agent functions
and enable agents to use their desktop computers as IP-based phones.
Contact Center PhoneSet Manager and Contact Center Softphone are designed for the 3300
ICP telephone system (used with the Mitel 5235, 5330, 5340, and Navigator).
Benefits
Some of the benefits of Contact Center PhoneSet Manager and Contact Center Softphone are
• Improved first contact resolution
• Increased efficiency and productivity
• Control of agent availability
Features
Contact Center PhoneSet Manager and Contact Center Softphone include the following
features:
• Time-saving features
• 5020 IP Phone display features and menus
• Telephony functions
• Support for Personal Identification Number (PIN) functionality
• Call notes
• Single-point data administration
• Integrated agent control
• Integrated real-time presence
• Integrated call control and prioritization
• Pre-announcement messages