User guide

General Information Guide
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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 Workforce Management connectors enable Contact Center Solutions
integration with the following applications:
• Witness Impact 360 Integration
• IEX TotalView Integration
• Q-Max Integration
Benefits
• Effective, accurate schedules can be created by using historical data to predict future
service level requirements.
• Automated scheduling saves time in comparison to manual scheduling.
• Skill-based scheduling improves customer satisfaction by ensuring access to informed
agents.
• Agent performance of scheduled tasks is tracked in real time. Managers are alerted to
non-adherence and can intervene to improve agent productivity.
Customer Relationship Management Integration
Contact Center Solutions integration for third-party Customer Relationship Management (CRM)
software is an optional, server-side application that works in conjunction with Mitel Contact
Center Management.
This section describes the following third-party CRM integrations:
• Contact Center Screen Pop Connector for Microsoft Dynamics CRM
• Salesforce.com Integration
Contact Center Screen Pop Connector for Microsoft Dynamics CRM
Contact Center Screen Pop Connector for Microsoft Dynamics CRM is an optional application
that works in conjunction with Mitel Contact Center Management and Contact Center PhoneSet
Manager.
Contact Center Screen Pop Connector for Microsoft Dynamics CRM manages interactions
between the Microsoft CRM server and agent desktops, providing click-to-dial, call logging,
and screen pop capabilities.