User guide

General Information Guide
34
Networked ACD • Enables incoming
calls to be
simultaneously
queued against local
and/or remote agent
groups within a
queue
• This allows
multi-site customers
to design
call-routing
schemes that can
optimize all their
call-handling
resources and
locations.
• Optimizes call flow
between sites to
minimize bandwidth and
telecom costs
• Lowers operating costs
by allowing access to
agents at multiple sites
• Maintains or improves
customer service by
extending hours of
operation, increasing
market coverage
without adding staff and
providing peak traffic or
emergency support with
existing resources
• Allows the use of a
single point of command
and control for routing
across sites
No Standard
ACD
Management
System
Mitel Contact Center
Solutions is a suite of
applications that
enhances ACD
functionality. Contact
Center Solutions is
purely browser-based
so customers can
manage their contact
centers from anywhere
over the Internet.
• Effectively measures
and manages
resources, which leads
to more cost-effective
operations and better
performance
Optional Optional
Agent hot
desking
Agents configured as
hot desk agents can
log into any
ACD-enabled device
and receive calls.
During the agent login,
the set assumes the
personal profile of the
agent.
• Enables agents to freely
move around an
organization and log in
at any phone or headset
• Removes the need for
dedicated headset
No Standard
Table 6 Optional ACD Features and Benefits (continued)
Feature Description Benefit SX-200 3300 ICP
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