User's Manual

General Information Guide - Release 3.1
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Mitel Networks 6120 Contact Center Scheduling
Mitel Networks 6120 Contact Center Scheduling works in conjunction with the Mitel Networks 6110
Contact Center Management application enabling the optimization of staffing levels to match
business needs.
Features of this application include:
• Seamless integration with Mitel Networks 6110 Contact Center Management
• Skills-based Schedules
• Automated Schedules
• Customized Agent Schedules
• Accrual-based time-off planning
• Import Scheduling Information
• Employee Database
• Reporting.
Mitel Networks 6150 Multimedia Contact Center
Mitel Networks 6150 Multimedia Contact Center works with Microsoft Exchange and Outlook to
provide contact centers with automatic email distribution. Emails are sent to one address, and the
application manages the distribution based on agent availability and skill level. The process is similar
to the way that Automatic Call Distribution works for telephone calls.
Features of this application include:
• Email auto acknowledgement
• Automatic email routing
• Customer tracking
• Multimedia Reporting
• Multimedia real-time monitoring.
Mitel Networks 6160 Intelligent Queue
Mitel Networks 6160 Intelligent Queue enhances Mitel Networks 6110 Contact Center Management.
6160 IQ is an intelligent recorded announcement device (RAD) that allows call centers to customize
which messages callers will hear based on the time, date, and/or number of callers in the queue. The
application is managed through a web-based interface with .WAV file recordings. The following
additional options are also available:
• Static RAD
• TIQ TALK provides intelligent messaging to the caller based on real-time ACD information
supplied by the 6110 CCM application
• Smart Messaging provides callers with time of day, day of week, and exception-based messaging
• Smart Choice - auto attendant feature
• Web Callback provides web users with the capability of entering their telephone number into a
web page and generating a queued Callback from a contact center agent
• Voice Message Queuing provides callers the option of entering their telephone number and a
voice message to generate a queued Callback from a contact center agent
• Intelligent Call Routing allows calls to be routed based on ANI, DNIS, time of day, or current
queue conditions
• Call Detail Reporting.