User guide

Third Party Integration
165
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.
Software connectors
Contact Center Management integrates with Verint Audiolog and OAISYS Tracer, to enable
call recording, and Microsoft Live Communications Server 2005, to provide Enterprise Presence
and Chat Integration.
OAISYS Tracer
Contact Center Management integrates with OAISYS Tracer call recording software to enable
24/7 call recording. Using OAISYS Tracer, calls can be recorded based on pre-defined
schedules. When a call recording is complete, a hyperlink to the recording is appended to
call-specific Lifecycle reports. See "“Generating Lifecycle reports” on page 40".
OAISYS Tracer can optionally be used in conjunction with the Mitel Secure Recording
Connector. See "“Secure Recording Connector” on page 185".
Microsoft Lync Server 2010
Contact Center Solutions integrates with Microsoft Lync Server 2010 to provide enhanced
presence.
Agents and supervisors use Microsoft Lync as their default instant messaging client. The
presence of all company employees is natively delivered in Contact Center Client.
Note: It is the responsibility of the customer to ensure that any third-party application
meets the requirements provided by the third-party vendor. Installation, configuration,
support, and maintenance is to be provided by the third-party vendors only and is not
the responsibility of Mitel or prairieFyre Software Inc.