User guide

General Information Guide
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• 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. They provide the following time-saving
features and productivity enhancements:
• Agents perform all agent actions from within one application on their desktops rather than
on their phone sets
• Automated actions allow agents to perform actions using fewer steps
• Customizable user interface, configurable ring tones, shortcut keys for telephony features,
pre-programmed call forward destinations, and speed call numbers
• Pop-up windows, click to select telephony options, and pick lists (with contacts for trans-
ferring and conferencing calls, account codes, call classification codes, and Make Busy
Reason codes)
• Contact Center PhoneSet Manager and Contact Center Softphone are embedded in the
task bar for quick access. The Contact Center PhoneSet Manager and Contact Center
Softphone menus are available in the System Tray
• Unified address book: Contact Center PhoneSet Manager and Contact Center Softphone
users can access YourSite database phone extensions and Outlook Personal Contact or
Global Address List phone numbers during call handling
5220 IP Phone display features and menus
Contact Center Softphone incorporates the Mitel 5220 IP Phone superkey and phone book
functionality. The Contact Center Softphone user interface (UI) closely resembles the 5220 IP
Phone. The UI displays Redial, Cancel, and Message buttons and provides hyperlinks that
emulate the 5220 IP Phone soft buttons used to navigate the 5220 IP Phone menu system.
Telephony functions
Using Contact Center PhoneSet Manager or Contact Center Softphone, agents can readily
answer calls or forward them to extensions or phone numbers. Agents can select people from
contact and speed dial lists, and perform the following actions: Redial, Transfer, Conference,
Mute, Forward, Request help, Hold, Retrieve, Split, Swap, Camp on, Leave a message, Retrieve
a message, Call me back, Hang up, and Cancel.