User guide

Contact Center Solutions

• Interactive Visual Queue

• Contact Center SoftPhone and Contact Center PhoneSet Manager

• Workforce Scheduling

• Schedule Adherence

• Contact Center Screen Pop

• CTI Developer Toolkit

• Multimedia Contact Center

• IVR Routing

• Traffic Analysis

•Mitel Border Gateway Connector

NOTE: The following applications and application areas are not currently supported for use

with the 5000 and Axxess telephone systems: IVR Routing, Contact Center Screen Pop,

Salesforce.com connector, CRM connector, ACD Resiliency, Contact Center PhoneSet

Manager, Contact Center Softphone, Traffic Analysis, OAISYS Tracer call recording connector,

CTI Developer Toolkit Server and Client. Support for these applications will be made available

in a future release of Contact Center Solutions. For more information regarding the Mitel 5000

and Mitel Axxess telephone systems, refer to the Mitel Customer Service Manager General

Information Guide.

SIP trunking can be deployed in a Mitel Contact Center and is compatible with all Mitel Contact

Center applications.

Figure 1 illustrates the Contact Center Solutions portfolio for Enterprise Edition.