User guide

General Information Guide
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Configuring the YourSite database
You can configure the YourSite database in the following ways:
• Quick Configuration Wizard—configures Contact Center Management quickly for contact
centers. You start Management Console in Contact Center Client.
• Quick Setup—adds a range of devices (employee, employee group, agent login, agent
group, queue, queue group, extension, extension group, trunk, trunk group, DNIS, DNIS
group, Account Code, Make Busy Reason Codes, and Team).
• Synchronization—configure and write 3300 ICP and 5000/Axxess queues, agents
(including skill level), agent groups, trunks, and extensions and validate/edit contact center
related Class of Service, Class of Restriction, System Options, and SMDR Options settings
using synchronization. During synchronization, the queues, agents (including skill level),
agent groups, trunks, and extensions configured in YourSite Explorer are written to the
telephone system. Validation of device and assignment form settings ensures quality data
collection and accurate reporting. After running synchronization, Class of Service and Class
of Restriction settings programmed in the telephone system can be edited in YourSite
Explorer. In Mitel 3300 release MCD 4.0 SP2, configuring your network using SDS Directory
synchronization mode is optional. Customers can continue to operate in the Classic mode,
with OPS Manager if operating in a clustered environment. In Mitel 3300 release MCD 4.1,
configuring your network using SDS Directory synchronization mode is mandatory for all
sites operating with 20 nodes or less.
Using YourSite Explorer and the 3300 ICP in Classic mode, you can add, edit, and delete
standard agents, agent groups, and queues, as well as ACD related Class of Service (COS),
Class of Restriction (COR), SMDR Options, and System Options. When not in a clustered
environment, you can also continue to add hot desk agents and all synchronization device
names. Adding hot desk agents in a clustered environment requires the use of Mitel OPS
Manager.
Using YourSite Explorer and the 3300 ICP in SDS Directory synchronization mode, you
can now add, edit and delete standard and hot desk agents, agent groups, queues, trunks,
trunk groups, and extensions, synchronize device names, as well as ACD related Class of
Service (COS), Class of Restriction (COR) SMDR options and System Options in both a
single site and in a clustered environment. When operating in SDS Directory
synchronization mode, you can configure Network ACD queue set up on the 3300 ICP
without any manual configuration previously required using Mitel OPS Manager.
Configuring devices using YourSite Explorer
YourSite Explorer simplifies data management by enabling you to configure and administer
devices for Contact Center Solutions and Call Accounting in one application. When device
associations to device groups are updated in YourSite Explorer (whether the device is renamed,
added, or removed), users have their Contact Center Client real-time monitors automatically
updated to reflect the edit in real time, without having to close and re-open the applications,
delete devices from a list, or reselect devices or device group filters.