User guide

Contact Center Solutions
19
Extended Upgrade Package
The Contact Center Solutions Extended Upgrade package includes software upgrades.
Customers can purchase this package for Europe, Middle East, and Africa for the following
Contact Center Enterprise Edition and Contact Center Business Edition products:
Contact Center Enterprise Edition
Contact Center Management, Contact Center Management Enterprise Node, ACD Resiliency,
Flexible Reporting, Contact Center Screen Pop, CTI Developer Toolkit, Interactive Contact
Center, Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center
Softphone, Workforce Scheduling, Schedule Adherence, Multimedia Contact Center, IVR
Routing, and Traffic Analysis.
Contact Center Business Edition
Contact Center Management, Contact Center Screen Pop, CTI Developer Toolkit, Contact
Center PhoneSet Manager, Contact Center Softphone, IVR Routing, and Traffic Analysis.
Graduated discount with the purchase of multiple service and support
agreements
Mitel offers a discount on the purchase of extended service and support when you purchase
two or more years of extended service and support at a time.
Contact Center Solutions extended service and support re-enlist penalty
Customers who want to purchase service and support, but whose warranty expired more than
90 days ago, will be charged a re-enlist administration fee in addition to the service and support
fee. Customers can re-enlist for up to two years from the date their warranty expires. After two
years, customers who want service and support must re-purchase the product.
Extended Upgrades - Business to Enterprise upgrade
When companies upgrade from Contact Center Business Edition to Contact Center Enterprise
Edition, the renewal date of the existing Extended Upgrade is transferred to the new Contact
Center Enterprise Edition software. For example, if your Contact Center Business Edition
Extended Upgrade has an expiry date of January 15, 2013, when you upgrade to Contact
Center Enterprise Edition, the Contact Center Enterprise Edition Extended Upgrade renewal
date remains January 15, 2013. All additional products you purchase have one year Extended
Upgrade coverage included.