User guide

General Information Guide
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• CTI Developer Toolkit (Enterprise and Business Edition) is a software development tool
that enables in-house developers to automate processes and information sharing, use
up-front caller data from third-party IVR applications, build client-side design interfaces,
and integrate Customer Relationship Management and Enterprise Resource Planning
systems or any OBCD compliant database with Contact Center Management. See "CTI
Developer Toolkit" in this document.
• Multimedia Contact Center (Enterprise Edition and Business Edition) integrates with
Microsoft
®
Exchange 2003 to provide advanced contact distribution of emails, SMS
messages, chats, and faxes to longest idle agents in Microsoft® Outlook®. See "Multimedia
Contact Center" in this document.
• IVR Routing (Enterprise Edition and Business Edition) is an all-in-one, scalable, integrated
voice processing solution that enables users to manage call flows in a drag-and-drop
graphic interface, create static and custom recorded announcements to callers in queues,
route calls, and report on IVR activity. See "IVR Routing" in this document.
• Traffic Analysis (Enterprise Edition and Business Edition) works with Mitel Call Accounting
and Contact Center Management to provide reporting on 3300 ICP traffic data streams.
See "Traffic Analysis" in this document.
In addition to Contact Center Solutions, Mitel also offers Call Accounting and Mitel Professional
Services - Custom Development.
Call Accounting
To optimize your business potential, you need to know if your telecommunications costs are
excessive and, if so, why? The Mitel Call Accounting solution answers these questions so you
can use your resources more efficiently. Call Accounting enables you to monitor and control
telecommunications costs, and gives you a true picture of how much money is being spent and
who is spending it. For more information, refer to the Call Accounting General Information Guide.
Mitel Professional Services - Custom Development
Mitel Professional Services - Custom Development is a professional service offering that
provides customized, cost-effective solutions for VoIP infrastructures and voice-centric
business applications.
Contact Center Solutions Applications
Contact Center Management is the core Contact Center Solutions application, which is
deployed after configuration of the SX-200, 3300 ICP, 5000, or Axxess telephone systems. The
following applications can be purchased to enhance Contact Center functionality:
• Contact Center Management Enterprise Node
• ACD Resiliency
• Flexible Reporting
• Interactive Contact Center