User guide

Contact Center Management Enterprise Node
51
Introduction
This section provides an overview of Mitel Contact Center Management Enterprise Node and
how it works. For more information, refer to the following topics:
•Overview
•Features
• Configuration
Overview
Contact Center Management Enterprise Node is an add-on product to Contact Center
Management, enabled with the Contact Center Network License, that provides multi-site contact
center capabilities using a single-server configuration. You will require Contact Center
Management Enterprise Node if your business has more than one telephone system that
collects ACD data and you want to view real-time data and run reports on data generated from
those additional telephone systems.
Contact Center Management Enterprise Node enables you to collect data from co-located or
geographically dispersed telephone systems. Contact Center Management Enterprise Node
files data from the remote media server to the local hard drive of the Contact Center
Management Enterprise Server. Data streams to the Enterprise Server over TCP/IP. Redundant
data collection provides added security in the case of network outages.
The Enterprise Server installed at the local site supports all local and remote agents throughout
the enterprise. Implementing Contact Center Management Enterprise Node at remote sites
eliminates the need for SQL, IIS, or other server support applications, and there are no
configuration requirements. Supervisors can manage operations over the Internet from any
location on the company’s LAN/WAN and intranet via TCP/IP, and can view up-to-the-minute
reports and real-time agent and queue displays on an enterprise-wide basis.
Data collection at remote sites
SX-200 (pre 17)
For the SX-200 (pre 17 Release 4.0), data is delivered over a single data connection using
RS-232. A separate dataset provides real-time data using the VT-100 connection to the SX-200
telephone system. (See Figure 7.)
Figure 7 Data Collection at Remote Sites on the SX-200 Pre 17