User guide

General Information Guide
4
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 the Contact Center Solutions Documentation
The following guides provide information about Contact Center Solutions:
• 3300 ICP General Information Guide: provides detailed information on how Contact Center
Solutions and ACD interact with the 3300 IP Communications Platform (ICP).
• Contact Center Solutions User Guide: provides information on the basics of ACD contact
center management and how to use the following applications:
• Contact Center Management
• Contact Center Management Enterprise Node
• ACD Resiliency
• Flexible Reporting
• Contact Center Client
• Interactive Contact Center
• Interactive Visual Queue
• Contact Center Softphone and Contact Center PhoneSet Manager
• Workforce Scheduling
• Schedule Adherence
• Employee Portal
• Contact Center Screen Pop
• Multimedia Contact Center
• IVR Routing and Visual Workflow Manager
• Intelligent Queue
• Traffic Analysis
• CTI Developer Toolkit
• Salesforce.com Integration
• Mitel Border Gateway Connector
• Contact Center Solutions Business Edition Reports Guide: describes all of the report types
available and explains how to generate reports included with Contact Center Business
Edition.