User guide

General Information Guide
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• Want to customize reports
• Want to identify callers in queue and change their answer priority in real time
• Demand a resilient setup
• Want to create flexible schedules based on forecasted requirements
• Want to measure agent task adherence
Contact Center Business Edition
Contact Center Business Edition focuses on individual contact centers with 25 or fewer agents.
This cost effective, out-of-the-box solution allows customers to choose from a number of
applications, including historical reporting, real-time monitoring, dynamic agent and queue
control, screen pops, and intelligent call processing (maximum eight ports). Customers who
purchase Contact Center Business Edition can upgrade to Contact Center Enterprise Edition
at any time.
Contact Center Business Edition is designed for Contact Center Solutions customers who
• Have a less elaborate, single-site contact center with 25 or fewer agents and five or fewer
supervisors
• Require support for email, SMS, Web chat, and/or fax, in addition to voice
• Are searching for a single server, out-of-the-box deployment designed for functional contact
centers
• Need a cost-effective solution (optimize cost savings when you purchase Business Edition
in conjunction with Interactive Contact Center Business Edition, Multimedia Contact Center
Business Edition, and/or IVR Routing Business Edition)
• Want to run core reports
• Have limited agents who typically do not require real-time desktop displays
• Want to be able to purchase the reporting agent option separately from the real-time agent
desktop option
• Are not interested in fault-tolerant IP call control
• Want a solution that can grow as their contact center grows
Contact Center Solutions Portfolio
Contact Center Solutions includes the following applications:
• Contact Center Management (Enterprise Edition and Business Edition) is Mitel’s core
reporting, real-time, and forecasting contact center management solution. It houses
numerous additional applications/application areas, such as data mining, historical
monitoring (Auditor), wall sign programming, database configuration, and server
maintenance. See "Contact Center Management" in this document.