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Contact Center Management
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Virtual queue groups
Virtual queue groups are comprised of one or more queues across one or more telephone
switches that all send ACD calls to the same pool of agent groups. Virtual queue group
functionality has been designed to help supervisors monitor groups of agents to ensure service
levels and other productivity measurements are being met and to balance call loads across
telephone switches.
Once programmed, virtual queue groups display in the Interactive Visual Queue, Visual Queue
– Queue Now and Queue Group Now, and Agent State by Time for Queue monitors in Contact
Center Client. For more information see “Adding queue groups” in the Contact Center Solutions
User Guide.
Recording calls
Contact Center Management integrates with OAISYS Tracer call recording software to enable
24/7 call recording. Using OAISYS Tracer, Call Accounting can optionally record calls based
on predefined schedules.
For enhanced call security, Call Accounting also integrates with the Mitel Secure Recording
Connector software to encrypt Voice over IP calls. OAISYS Tracer can optionally be used in
conjunction with the Mitel Secure Recording Connector. See “Secure Recording Connector”
on page 185.
When a call recording is complete, a hyperlink to the recording is appended to call-specific
Lifecycle reports. See “Generating Lifecycle reports” on page 40 in this document.
Services and database administration
Database administration consists of stopping and starting Contact Center Management
services and mandatory system services, administering the database, and performing
maintenance functions.
Management Console
Using the Management Console application, you can
• Run the maintenance routine immediately
• Back up and restore the YourSite database
• Summarize data (in order to produce a report)
• Configure the YourSite database
• Change the IP address universally
• Package files to send to prairieFyre to resolve problems
• Restart services
• Manage licensing for Contact Center Management and Workforce Scheduling