User guide

Contact Center Management
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phone extensions by their physical position in your contact center. In addition, these monitors
enable you to view the current status of general business extensions.
Communicating in real time
Using Contact Center Client, agents can view the phone availability and online presence of
other contact center employees before they transfer calls or send online chat messages. If an
agent views an employee on a real-time monitor and notes the employee is online, the agent
can right-click the employee and send an instant message.
Using the Contact Center Client online chat feature, agents can request help while on calls and
supervisors can provide timely feedback. Supervisors can communicate important instructions
to all agents simultaneously so they can respond to changing call and queue conditions.
The WallBoarder application displays text messages and contact center statistics on one or
more Spectrum Light Emitting Diode (LED) wall signs. The wall signs provide real-time ACD
statistics to agents and supervisors (for example, the number of calls in queue, the wait time
of the longest-waiting caller, and the number of available agents). You can customize the color
of the displayed statistics and the way they move across the wall sign. WallBoarder empowers
contact center employees with information they require to meet personal and center-wide
service level objectives.
Viewing extensions
Contact Center Solutions supports agent hot desking. In your business, you can monitor
• Traditional or hot desking ACD agents who sit at different desks each day and who log on
using their agent ID
• General business, traditional extensions (non-contact center employees) who sit at the
same desks each day, are assigned their own desk phone extensions, and do not log on
to their phones (their phones are programmed with their personal settings and are always
active)
• General business, hot desking extensions (non-contact center employees) who log on to
any phone in the enterprise with a virtual extension configured with their personal settings.
When the employee logs on to the extension it becomes active. When the employee logs
off of the extension it goes out of service.
You can set up your real-time monitor profile to include two or more Extension by Position
monitors, one with cells that are arranged to show the whereabouts of agents in your contact
center, and another that shows the status of general business extensions (active/inactive,
inbound/outbound).
Note: Mitel supports both traditional Com port-based reader boards and IP-based reader
boards from SPECTRUM Corporation.