Mitel Version 5 7 Sp1 Users Manual 6100 User Guide

2015-01-21

• Contact Center Solutions User Guide
• Contents
• Contact Center Solutions
  • Contact Center Solutions
    • What’s new in Version 5.7 SP1?
    • Contact Center Enterprise Edition and Contact Center Business Edition
    • Licensing
    • Locating the latest versions of our guides
    • Document conventions
      • Searching for key words and definitions
    • Required and optional software components
      • Required components
      • Optional components
      • Client Component Pack
• Contact Center Concepts
  • Contact Center Concepts
    • Automatic Call Distribution (ACD)
      • Understanding ACD call flow
      • Routing calls
    • The inbound call environment
• Contact Center Planning and Management
  • Contact Center Planning and Management
    • Step #1 Establish a corporate service objective
      • Understanding the Service Level
      • Understanding why the Service Level is the most meaningful statistic
      • Choosing a Service Level goal
      • Understanding Quality of Service
      • Monitoring call handling techniques
      • Monitoring systems and tools
      • Automating help desk workflow
    • Step #2 Collect data
      • Collecting data on call handling
    • Step #3 Forecast the Call Load
      • Forecasting accurately
      • Conducting forecasts
    • Step #4 Calculate the resources required
      • Predicting agent requirements
      • Understanding Erlang C
      • Performing “what-if” scenarios
      • Understanding the relationship between agents and trunks
      • Understanding Erlang B
      • Predicting trunk requirements
    • Step #5 Schedule agents
      • Understanding the Shrinkage Factor
      • Calculating the Shrinkage Factor
      • Optimizing schedules
      • Routing calls to optimize coverage
      • Scheduling considerations
    • Step #6 Determine contact center costs
      • Breaking down expenses
      • Anticipating growth
• Getting Started
  • Getting Started
    • Registering Contact Center Management
      • Activating Contact Center Management
    • Setting up Contact Center Management on the Enterprise Server
    • Setting up Contact Center Management on client computers
      • Starting Contact Center Management
      • Viewing multiple Contact Center Management sessions
      • Installing the latest version of Client Component Pack
      • Installing Client Component Pack using an administrative procedure
      • Using Client Role Selector to select your Contact Center Client role
    • Disabling the IE security warning
    • Setting up user preferences
      • Specifying your language preference
      • Specifying the number of records displayed on a page
      • Changing your password
      • Viewing security role properties
      • Configuring email contacts
    • Setting up the SMTP Mail Server for report distribution
• Services and Database Administration
  • Services and Database Administration
    • Specifying enterprise maintenance functions
    • Backing up data
      • Backing up .xml files
      • Backing up SQL Server data files
      • Backing up Enterprise Server configuration data
      • Backing up raw telephone system data files
    • Management Console
      • Opening Management Console
      • Configuration
      • Maintenance
      • Support
      • System
• Configuration
  • Configuration
    • YourSite database application areas
    • Enterprise setup
      • Starting Contact Center Management
      • Configuring enterprise settings
      • Adding sites
    • YourSite Explorer
      • Starting YourSite Explorer
    • Adding media servers
      • Adding a 3300 ICP media server
      • Adding an SX-200 ACD media server
      • Adding a 5000/Axxess media server
      • Adding an SX-2000 UCD media server
      • Adding an SX-2000 ACD media server
      • Adding a Multimedia Contact Center Email media server
      • Adding a Multimedia Contact Center WebChat media server
      • Adding a Multimedia Contact Center Fax media server
      • Adding an Intelligent Queue media server
      • Deleting media servers
    • Network Monitor alarms
      • Configuring data alarms for media servers
    • YourSite database configuration
      • Determining your contact center configuration needs
      • Configuring YourSite database devices
      • Configuring the YourSite database using synchronization
      • Editing telephone system assignment forms
    • Adding resilient and/or Network ACD hot desking agents
      • Invalid ACD cluster programming
      • Configuring devices and device groups using Quick Setup
      • Configuring devices using .csv files
      • Configuring devices manually
      • Configuring Intelligent Queue devices
    • Configuring employee scheduling preferences
      • Configuring employee roles
      • Configuring employee work hours
      • Configuring employment status
      • Configuring employee payroll information
      • Configuring employee availability
      • Configuring employee time off
      • Overriding employee time off
      • Configuring employee skills
    • Configuring scheduling options
      • Configuring holidays
      • Configuring overtime types
      • Configuring time off types
      • Configuring skills
    • Business hour schedules
      • Creating schedules
    • Security roles
      • Creating and applying security roles
      • Creating security lists
      • Configuring security
      • Verifying security role properties
      • Assigning security roles to employees
• Real-time Monitors
  • Real-time Monitors
    • Contact Center Client
      • Starting Contact Center Client
      • Agent states
      • Extension states
      • Understanding Contact Center Client features
      • Viewing agent availability
      • Viewing queue statistics
      • Viewing queue chart statistics
      • Viewing web pages
      • Viewing and customizing real-time monitors
      • Using Contact Center Chat
      • Using Contact Center Client with Office Communicator
      • Hot desking
    • Providing Contact Center Client functionality to teleworkers
      • Setting up phones for teleworkers
      • Registering phones for use with Teleworker Solution
      • Setting up soft phones to support Teleworker Solution
      • Approving the Teleworker Solution certificate
      • Using Teleworker Solution with Contact Center Client
    • WallBoarder
      • WallBoarder parameters
      • Connecting Spectrum wall signs
      • Configuring wall signs and wall sign messages
    • Troubleshooting real-time issues
      • Configuring ACD resiliency and ACD hot desking
      • Interactive Contact Center and resiliency
      • Enabling Enterprise Presence / Chat Integration
      • Ensuring Contact Center Client recognizes Office Communicator users
      • Connect using Teleworker option does not appear on log on window
      • Contact Center Client could not connect to Teleworker Solution
      • Contact Center Client could not send the certificate request
      • Your logon failed when you tried to log on remotely
• Reports
  • Reports
    • Understanding reports
      • Setting the Service Level objective
      • Report types
      • Recommended top-five reports
      • Using reports to identify problems
    • Reporter
      • Reporter options
      • Setting up contacts and contact groups
      • Generating on-demand reports
    • Scheduled Reports
      • Scheduled reports options
      • Generating scheduled reports
      • Report Inbox
      • Reporter Inbox options
      • Viewing reports
      • Viewing call recordings
      • Editing reports in Excel
      • Deleting reports
      • Configuring user printer settings
    • Troubleshooting reporting issues
      • Troubleshooting missing data
      • Configuring reports to exclude Junk Mail from completed email statistics
      • Troubleshooting Reporting Service
• Forecasting
  • Forecasting
    • Forecasting terms
    • Forecasting tool
      • Loading historical data
      • Modifying historical data
      • Performing forecasts
      • Printing forecasts
      • Saving forecasts as Excel files
• Data-mining
  • Data Mining
    • ACD Inspector
      • Running searches in ACD Inspector
      • Running agent events searches
      • Running queue events searches
      • Running wild card queue events searches
      • Running searches for error and information records
    • SMDR Inspector
      • Starting SMDR Inspector
      • Running searches in SMDR Inspector
      • Running call parties searches
      • Running call types searches
      • Running option searches
      • Running searches for error and information records
      • Wild card searches
      • Exporting search results
    • Auditor
      • Auditor icons
      • Viewing historical real-time events
• Data Collection
  • Data Collection
    • Network Monitor
      • Viewing Network Monitor
      • Viewing alarms
      • Verifying media servers are receiving telephone system data
      • Configuring enterprise and media server alarm notifications
    • Troubleshooting data collection issues
      • SMDR data is not streaming
      • ACD data is not streaming
• Interactive Contact Center
  • Interactive Contact Center
    • Using Interactive Contact Center
      • Supervisors and Interactive Contact Center
      • Agents and Interactive Contact Center
      • Starting Contact Center Client
      • Agent control
      • Queue Control
• Interactive Visual Queue
  • Interactive Visual Queue
    • Using Interactive Visual Queue
      • Configuring options in Contact Center Management
      • Starting Contact Center Client
      • Opening Interactive Visual Queue
      • Interactive Visual Queue monitor grids
      • Redirecting calls
      • Calling back abandoned callers
      • Configuring alarms
      • Understanding call priority
• Contact Center PhoneSet Manager and
• Contact Center Softphone
  • Contact Center PhoneSet Manager and Contact Center Softphone
    • Using Contact Center PhoneSet Manager and Contact Center Softphone
      • Starting Contact Center Client
      • Supported phone sets
      • Tested headsets
      • USB-to-headset adaptors
      • Setting up the soft phone
      • Configuring sound and audio device properties
      • Opening the soft phone
      • Logging on to the ACD
      • Phone and Functions toolbars
      • Phone functions
      • Customizing the soft phone
      • Making and terminating calls using Contact Center Phoneset Manager
      • Forwarding and answering calls using Contact Center Phoneset Manager
      • Handling calls using Contact Center PhoneSet Manager
      • Making and terminating calls using Contact Center Softphone
      • Forwarding and answering calls using Contact Center Softphone
      • Handling calls using Contact Center Softphone
      • Controlling your availability
      • Making and handling calls using Contact Center Client
• Contact Center Screen Pop
  • Contact Center Screen Pop
    • Using Contact Center Screen Pop
      • Configuring options in Contact Center Management
• Flexible Reporting
  • Flexible Reporting
    • Using Flexible Reporting
      • Starting Flexible Reporting
      • Viewing the Flexible Reporting user interface
      • Creating new reports
      • Modifying standard Contact Center Management report templates
      • Modifying existing Flexible Reporting report templates
      • Designing reports
      • Managing your Flexible Reporting reports
      • Running reports
• Intelligent Queue
  • Intelligent Queue
    • Using Intelligent Queue
      • Licensing Intelligent Queue
    • Registering and Activating Intelligent Queue
      • Registering your Intelligent Queue software
      • Activating your Intelligent Queue software
      • Upgrading an existing license
    • Intelligent Queue functionality
      • Optional functionality
      • Core functionality
      • Optional functionality
    • Planning the number of ports you require
      • Types of ports
      • Types of messages
      • Number of ports purchased
    • Understanding the call flow process
      • Creating call flows
    • Setting up Intelligent Queue
      • Administration procedures
      • Configuring ports
      • Configuring PBX settings
      • Configuring Contact Center Management settings
      • Configuring Music Manager
      • Configuring Updated position in queue
      • Creating action plans
      • Managing Conditions: Assigning conditions to call flows
      • Managing call flows
      • Managing port groups: updated position in queue, messaging, callback, and recording ports
      • Viewing system, port, and callback queue status
    • Callback and recording plans
      • Managing outgoing calls: Voice and Web Callbacks
      • Managing recording plans
    • Maintaining Intelligent Queue and Contact Center Management
      • Adding an Intelligent Queue media server to Contact Center Management
      • Using Network Monitor with Intelligent Queue
      • Configuring Intelligent Queue devices
      • Creating reports
      • Recording voice prompts
      • Recording messages
      • Converting .wav files
      • Readback .wav file names
      • Recorded phrases
    • Web Callback
    • Viewing the Web Callback example page
    • Customizing your Web Callback page
      • Customizing the header
      • Customizing the footer
      • Customizing the Cascading Style Sheet
      • Customizing the Web configuration
      • Customizing the content of the Web Callback page
    • Troubleshooting Intelligent Queue issues
      • Troubleshooting using the configuration wizard
      • Establishing a connection to the database
      • Viewing event logs
      • Gaining Web access to Intelligent Queue
      • Setting the Intelligent Queue Web session timer
      • Using the Services tool
      • Installing Intelligent Queue from a shared or local drive
      • Receiving an Updated position in queue message
      • Removing Internet Explorer WebControls from a workstation
• Workforce Scheduling Schedule Adherence
• and Employee Portal
  • Workforce Scheduling
    • Before installing Workforce Scheduling
      • Enabling remote SQL Server connections
      • Granting SQL Server permissions
    • Upgrading from Contact Center Scheduling to Workforce Scheduling
    • Installing Workforce Scheduling
    • Using Workforce Scheduling
      • Viewing the Workforce Scheduling user interface
      • Understanding forecasting concepts
      • Understanding the Workforce Scheduling process
    • Workforce Scheduling and your contact center needs
      • Assigned shift-based scheduling configuration scenario
      • Availability-based scheduling configuration scenario
      • Rotational-based scheduling configuration scenario
      • Forecast-based scheduling configuration scenario
    • Before you start scheduling
      • Selecting a scheduling method
    • Schedule setup and customization
      • Starting Workforce Scheduling on a client computer
      • Configuring schedule options
      • Configuring shifts
      • Configuring breaks
      • Configuring jobs
      • Assigning shifts to schedules
      • Assigning shifts to employees
      • Configuring event display preferences
      • Configuring warnings
    • Schedule creation
      • Building schedules with Schedule Builder
      • Creating and adjusting schedules manually
    • Schedule distribution
      • Viewing schedules
      • Running schedule reports
  • Schedule Adherence
    • Configuring adherence preference
      • Configuring adherence parameters
      • Configuring state groups
    • Viewing adherence monitors in Contact Center Client
      • Adherence Detail Grid monitor
      • Adherence Timebars monitor
      • Employee State by Position/Time monitors
    • Running adherence reports
  • Employee Portal
    • Employee functionality
      • Starting Employee Portal
      • Creating a desktop shortcut to Employee Portal
      • Viewing currently scheduled shifts
      • Offering shifts for other employees to take or trade
      • Removing shifts from the bulletin board
      • Proposing to take shifts
      • Proposing to trade shifts
      • Accept or reject an employee proposal to take or trade your shift
      • Requesting time off
      • Requesting availability changes
    • Supervisor functionality
      • Handling employee scheduling requests
    • Employee Portal reports
• Traffic Analysis
  • Traffic Analysis
    • Using Traffic Analysis
      • Setting up telephone systems to collect traffic data
      • Configuring media servers in YourSite
• Multimedia Contact Center
  • Multimedia Contact Center
    • Using Multimedia Contact Center
    • Multimedia Contact Center options in Contact Center Management
      • Disassociating email addresses
      • Starting Multimedia Contact Center on a client computer
    • Multimedia Contact Center options in Outlook
      • Verifying real-time server connection parameters
      • Configuring Multimedia Contact Center startup options
      • Configuring Multimedia Contact Center arrival options
      • Customizing the Agent Inbox columns
    • Agent actions
      • Performing agent actions
      • Logging on
      • Setting Make Busy Reason Codes
      • Requeuing contacts
    • Contact management
      • Creating and using Multimedia Contact Center templates
      • Replying to emails/SMS messages
      • Replying to chats
      • Viewing faxes
      • Replying to faxes
      • Tagging contacts with Account Codes
      • Placing contacts on hold
      • Transferring contacts
      • Setting No Reply Needed
      • Viewing client history
• Contact Center Management Enterprise Node
  • Contact Center Management Enterprise Node
    • Enterprise Node configuration
      • Setting up Enterprise Node examples
    • Enterprise Node Installation
      • Installing Enterprise Node software
      • Viewing the status of the data collection
• CTI Developer Toolkit
  • CTI Developer Toolkit
    • CTI Developer Toolkit sample applications
    • Best practices for custom development
    • Common user scenarios and source code examples
      • Click to dial
      • Call received notification
      • Add call detail (using a third-party IVR)
  • Troubleshooting CTI Developer Toolkit issues
    • Troubleshooting specific issues
      • Retrieve All commands does not display any devices
      • GetDevice method fails or returns null unexpectedly
      • Agent control actions succeed while call control actions fail
      • Unable to set monitor on agent device
      • Web service errors occurring in log files
      • "Softphone proxy did not respond after 30 seconds" error
• Salesforce.com Integration
  • Salesforce.com Integration
    • Installing Salesforce.com Integration
    • Using Salesforce.com Integration
      • Creating your first call center
      • Adding users to a call center
      • Configuring soft phone layouts
      • Using the soft phone with Salesforce
  • Contact center terms and definitions
  • Multimedia Contact Center terms and definitions
  • Mitel 5000/Axxess terminology compared