MiContact Center Businessxira.ir/wp-content/uploads/2019/09/MiCC-Business-General-Informati… · chapter 1: about this document ..... 1

MiContact Center Business GENERAL INFORMATION GUIDE

RELEASE 9.0

FEBRUARY 2018

CHAPTER 1: ABOUT THIS DOCUMENT .................................................................................................................... 1

OVERVIEW ..................................................................................................................................................................... 1 AUDIENCE ..................................................................................................................................................................... 1 PRODUCT NAMING CONVENTIONS ..................................................................................................................................... 1 ABOUT MICONTACT CENTER BUSINESS DOCUMENTATION ...................................................................................................... 1

CHAPTER 2: MICONTACT CENTER BUSINESS .......................................................................................................... 3

OVERVIEW ..................................................................................................................................................................... 3 MICONTACT CENTER BUSINESS LICENSING........................................................................................................................... 3

Concurrent Agent Licensing .................................................................................................................................... 4 IVR Licensing ........................................................................................................................................................... 5 MiVoice Analytics ................................................................................................................................................... 6

MICONTACT CENTER BUSINESS APPLICATIONS ..................................................................................................................... 7 MITEL PROFESSIONAL SERVICES – CUSTOM DEVELOPMENT ..................................................................................................... 9 CONFIGURATION ............................................................................................................................................................. 9 SUPPORTED LANGUAGES .................................................................................................................................................. 9 EXTENDED SOFTWARE ASSURANCE AND SUPPORT ............................................................................................................... 10

Multi-year Discount for Software Assurance Agreements ................................................................................... 11 Pay Per Incident Support ...................................................................................................................................... 11 Software Assurance for Companies that Upgrade from Workgroup to Contact Center ...................................... 11 Software Assurance for Products Added Mid-contract ........................................................................................ 11

CHAPTER 3: AUTOMATIC CALL DISTRIBUTION ..................................................................................................... 13

OVERVIEW ................................................................................................................................................................... 13 HOW ACD WORKS: THE ACD ROUTING ENGINE ................................................................................................................ 13 ACD SUPPORT ............................................................................................................................................................. 14

Basic Contact Center ............................................................................................................................................. 14 Advanced Contact Center ..................................................................................................................................... 14 Supported Mitel Phone Sets ................................................................................................................................. 16

FEATURES AND BENEFITS ................................................................................................................................................ 16

CHAPTER 4: CORE FUNCTIONALITY ...................................................................................................................... 22

OVERVIEW ................................................................................................................................................................... 22 TCP-IP BASED SOLUTION ............................................................................................................................................... 22 DATA COLLECTION AT LOCAL SITES ................................................................................................................................... 22 APPLICATIONS .............................................................................................................................................................. 23

Historical Database Management ........................................................................................................................ 23 Reporting .............................................................................................................................................................. 23 Report Distribution ............................................................................................................................................... 23 Real-Time Monitoring ........................................................................................................................................... 24 Forecasting ........................................................................................................................................................... 27 Data Collection Monitoring .................................................................................................................................. 27 Database Programming ....................................................................................................................................... 28 Services and Database Administration ................................................................................................................. 29

CHAPTER 5: REMOTE SITE DEPLOYMENTS............................................................................................................ 31

OVERVIEW ................................................................................................................................................................... 31 DATA COLLECTION AT REMOTE SITES ................................................................................................................................ 31 FEATURES .................................................................................................................................................................... 31

ACD and SMDR Data Collection ............................................................................................................................ 32 Data Synchronization and Storage ....................................................................................................................... 32 Telephone System-Neutral Data Collection Process ............................................................................................. 32 Requirements ........................................................................................................................................................ 32

CONFIGURATION ........................................................................................................................................................... 32

CHAPTER 6: RESILIENCY ....................................................................................................................................... 33

GENERAL INFORMATION GUIDE

MICONTACT CENTER BUSINESS RELEASE 9.0

OVERVIEW ................................................................................................................................................................... 33 BENEFITS ..................................................................................................................................................................... 33 RESILIENCY SUPPORT FOR CONTACT CENTER APPLICATIONS .................................................................................................. 33 FEATURES .................................................................................................................................................................... 34 CONFIGURATION ........................................................................................................................................................... 34

Basic ACD Resiliency ............................................................................................................................................. 34 Intermediate ACD Resiliency ................................................................................................................................. 36 Advanced ACD Resiliency ...................................................................................................................................... 38

CHAPTER 7: VIRTUAL CONTACT CENTERS ............................................................................................................. 39

OVERVIEW ................................................................................................................................................................... 39 BENEFITS ..................................................................................................................................................................... 39 CONFIGURATION ........................................................................................................................................................... 39

Resilient Virtual ACD ............................................................................................................................................. 40

CHAPTER 8: FLEXIBLE REPORTING ........................................................................................................................ 42

OVERVIEW ................................................................................................................................................................... 42 BENEFITS ..................................................................................................................................................................... 42 FEATURES .................................................................................................................................................................... 42

Create Custom Reports With An Easy-to-use Wizard Interface ............................................................................ 42 Select From Existing Column Headings to Build a Report ..................................................................................... 42 Combine Like-data Across Device Types ............................................................................................................... 42 Control Column Order ........................................................................................................................................... 42 Customize Column Headings ................................................................................................................................ 42 Render Reports in Excel .xls and Adobe .pdf Formats ........................................................................................... 43 Select Column Headers for Two or More Devices and Combine Them in One Report .......................................... 43 Add Your Corporate or Third-party Logo to Reports ............................................................................................. 43 Produce Customized Reports on a Scheduled or On-demand Basis...................................................................... 43

CHAPTER 9: INTERACTIVE CONTACT CENTER ....................................................................................................... 44


Real-time Agent State Control .............................................................................................................................. 44 Real-time Agent Group Presence Control ............................................................................................................. 45 Scheduled Path Control ........................................................................................................................................ 45 Path Control Plans ................................................................................................................................................ 45 Enhanced Agent Shift Reporting ........................................................................................................................... 45

TELEPHONE SYSTEM HARDWARE AND SOFTWARE REQUIREMENTS .......................................................................................... 46

CHAPTER 10: INTERACTIVE VISUAL QUEUE .......................................................................................................... 47

OVERVIEW ................................................................................................................................................................... 47 BENEFITS ..................................................................................................................................................................... 47

Detailed Caller Information .................................................................................................................................. 47 Call Redirection ..................................................................................................................................................... 47 Integration with Other Applications ..................................................................................................................... 47

FEATURES .................................................................................................................................................................... 47 Detailed Call Statistics .......................................................................................................................................... 48 Contact Prioritization ............................................................................................................................................ 48 Single-point Database Administration .................................................................................................................. 48 Integrated Agent Control ...................................................................................................................................... 48 Integrated Real-time Presence ............................................................................................................................. 48 Ability to Send a Call in Queue to a Specific Dialable Number ............................................................................. 48

CHAPTER 11: CONTACT CENTER PHONESET MANAGER & SOFTPHONE ................................................................ 50

OVERVIEW ................................................................................................................................................................... 50 BENEFITS ..................................................................................................................................................................... 50



FEATURES .................................................................................................................................................................... 50 Time-saving Features............................................................................................................................................ 50 5220 IP Phone Display Features and Menus ......................................................................................................... 51 Telephony Functions ............................................................................................................................................. 51 Support for Personal Identification Number (PIN) Protection .............................................................................. 51 Call Notes .............................................................................................................................................................. 51 Single-point Data Administration ......................................................................................................................... 51 Integrated Agent Controls .................................................................................................................................... 51 Integrated Real-time Presence ............................................................................................................................. 51 Integrated Call Control and Prioritization ............................................................................................................. 51 Pre-announcement Messages .............................................................................................................................. 52 Silent Monitoring .................................................................................................................................................. 52 Report Creation on Calls Tagged with Account Codes and Call Classification Codes ........................................... 52 Support for Hot Desking Agents ........................................................................................................................... 52 Support for External Hot Desking, Home-based, and Remote Employees ............................................................ 52 Resiliency .............................................................................................................................................................. 53

CHAPTER 12: WORKFORCE SCHEDULING ............................................................................................................. 54

OVERVIEW ................................................................................................................................................................... 54 Schedule Adherence.............................................................................................................................................. 54 Employee Portal .................................................................................................................................................... 54

BENEFITS ..................................................................................................................................................................... 55 FEATURES .................................................................................................................................................................... 55

Automatic Schedules ............................................................................................................................................ 55 Skill-based Schedules ............................................................................................................................................ 55 Customized Agent Schedules ................................................................................................................................ 56 Easy-to-use interface ............................................................................................................................................ 56 Multi-client Support .............................................................................................................................................. 56 Accrual-based time-off planning .......................................................................................................................... 56 Reporting .............................................................................................................................................................. 57

CHAPTER 13: SCHEDULE ADHERENCE ................................................................................................................... 58


Real-time Agent Information Displayed in a Familiar User Interface ................................................................... 58 Adherence Detail Grid Monitor............................................................................................................................. 58 Adherence Timebars Monitor ............................................................................................................................... 59 Adherence Reports ............................................................................................................................................... 59 Customizable Adherence Alarms .......................................................................................................................... 60

CHAPTER 14: EMPLOYEE PORTAL ......................................................................................................................... 61


CHAPTER 15: CONTACT CENTER SCREEN POP ...................................................................................................... 63


Access to Detailed Caller Information .................................................................................................................. 63 Customizable Display Options .............................................................................................................................. 63 Seamless Customer Relationship Management (CRM) Integration ..................................................................... 63 Enhanced Agent Support ...................................................................................................................................... 63

CHAPTER 16: CTI DEVELOPER TOOLKIT ................................................................................................................ 64

OVERVIEW ................................................................................................................................................................... 64




CTI Developer Toolkit – Server DLL ....................................................................................................................... 64 CTI Developer Toolkit – Client DLL ........................................................................................................................ 64

CONFIGURATION ........................................................................................................................................................... 65

CHAPTER 17: IVR ROUTING .................................................................................................................................. 67

OVERVIEW ................................................................................................................................................................... 67 Licensing ............................................................................................................................................................... 67 Workflows............................................................................................................................................................. 69 Workflow Types .................................................................................................................................................... 69 RAD Messages ...................................................................................................................................................... 69 Workflow Examples .............................................................................................................................................. 69


Visual Diagramming ............................................................................................................................................. 72 Workflow Navigation............................................................................................................................................ 72 Hunt Group Configuration .................................................................................................................................... 73 Prompt and Playlist Editor .................................................................................................................................... 73 Network Monitor Enhancements.......................................................................................................................... 73 Single Point of Administration .............................................................................................................................. 73 Scalability and Resiliency ...................................................................................................................................... 73 RAD Messages ...................................................................................................................................................... 73 Callbacks ............................................................................................................................................................... 73 Music on Hold ....................................................................................................................................................... 73 Time in Queue ....................................................................................................................................................... 73 Updated Position in Queue ................................................................................................................................... 74 Speech-enabled Self Service.................................................................................................................................. 74 Port Status Monitor .............................................................................................................................................. 75 Port Sizing Tool ..................................................................................................................................................... 75 IVR Management .................................................................................................................................................. 75 Outbound Dialing ................................................................................................................................................. 75

CONFIGURATION ........................................................................................................................................................... 75

CHAPTER 18: MULTIMEDIA CONTACT CENTER ..................................................................................................... 78


Omnichannel......................................................................................................................................................... 79 Unified Visual Queue ............................................................................................................................................ 80 Email Support for Exchange 2007/2010/2013, Office 365, and Gmail ................................................................. 80 SMS Support ......................................................................................................................................................... 81 Mitel Ignite ........................................................................................................................................................... 82 Web Chat .............................................................................................................................................................. 84 Comprehensive Real-time and Historical Multimedia Reporting ......................................................................... 87 Multimedia Skills Based Routing .......................................................................................................................... 88 Interaction Workflow Manager ............................................................................................................................ 88 Real-Time Client Support ...................................................................................................................................... 89 Social Media Integration ...................................................................................................................................... 90 Co-browse Integration .......................................................................................................................................... 90 Open Media .......................................................................................................................................................... 90

CONFIGURATION ........................................................................................................................................................... 91 Multimedia Contact Center Email Routing ........................................................................................................... 93 Multimedia Contact Center Chat Routing ............................................................................................................ 93 Multimedia Contact Center Fax Routing .............................................................................................................. 94

CHAPTER 19: SALESFORCE.COM INTEGRATION .................................................................................................... 95



OVERVIEW ................................................................................................................................................................... 95 BENEFITS ..................................................................................................................................................................... 95 FEATURES .................................................................................................................................................................... 95 CONFIGURATION ........................................................................................................................................................... 96

CHAPTER 20: MITEL BORDER GATEWAY CONNECTOR .......................................................................................... 97

OVERVIEW ................................................................................................................................................................... 97 BENEFITS ..................................................................................................................................................................... 97 FEATURES .................................................................................................................................................................... 97 CONFIGURATION ........................................................................................................................................................... 97

CHAPTER 21: CONTACT CENTER PROFESSIONAL SERVICES ................................................................................... 98

OVERVIEW ................................................................................................................................................................... 98 BENEFITS ..................................................................................................................................................................... 98 DISCOVERY AND DESIGN SERVICES .................................................................................................................................... 98

Health Check Services ........................................................................................................................................... 98 Business Consulting Services ................................................................................................................................. 99 Solution Consulting and Design Services .............................................................................................................. 99

DEVELOPMENT AND DEPLOYMENT SERVICES ...................................................................................................................... 99 Custom Development Services .............................................................................................................................. 99 Other Integrations .............................................................................................................................................. 100

CHAPTER 22: HIGH AVAILABILITY ....................................................................................................................... 101

OVERVIEW ................................................................................................................................................................. 101 BENEFITS ................................................................................................................................................................... 101 FEATURES .................................................................................................................................................................. 101 CONFIGURATION ......................................................................................................................................................... 103



Chapter 1: About This Document This guide provides an overview of Mitel MiContact Center Business, which includes the products formerly known as MiContact Center Workgroup, Business, and Enterprise Edition. MiContact Center Business is a sophisticated customer experience platform designed specifically to work with the MiVoice Business platform to help businesses of all sizes serve their customers while improving agent productivity and customer satisfaction, increasing revenues and controlling operating costs, and simplifying IT management. This document also covers several components of MiVoice Analytics, which includes the products formerly known as Business Reporter and Call Accounting, which are general business reporting and call costing solutions designed for use with the MiVoice Business platform.

Overview

The MiContact Center Business application areas covered in this guide are as follows:

• MiContact Center Business Overview

• Automatic Call Distribution (ACD)

• Core Functionality

• Remote Site Deployments

• Resiliency

• Virtual Contact Centers

• Flexible Reporting

• Interactive Contact Center

• Interactive Visual Queue

• Contact Center PhoneSet Manager & Softphone

• Workforce Scheduling

• Schedule Adherence

• Employee Portal

• Contact Center Screen Pop

• CTI Developer Toolkit

• IVR Routing

• Multimedia Contact Center

• Salesforce.com Integration

• Border Gateway Connector

• Mitel Professional Services

• High Availability

Audience

This guide is intended for the following audiences:

• End customers

• Resellers

• Sales executives

Product Naming Conventions

In this document only the first mention of product names include the term "Mitel", for example: Mitel MiContact Center (first mention) and MiContact Center (subsequent mention).

About MiContact Center Business Documentation

The following guides provide information about MiContact Center Business and MiVoice Analytics solutions:

• MiVoice Business General Information Guide: provides detailed information on how MiContact Center Business and the ACD system interact with the MiVoice Business platform.

• MiVoice Business Reporter User Guide: provides information on general business and call costing concepts and describes Business Reporter and Call Accounting features and configuration.

• MiVoice Business Reporter Installation Guide: provides instructions for deploying and configuring Call Accounting and Business Reporter.

• MiContact Center and Business Reporter System Engineering Guide: provides information on hardware and software requirements, virtualization, data storage, licensing, and third-party integrations.



• MiVoice Business Reporter and Call Accounting Reports Guide: provides descriptions of all the report types available with MiVoice Analytics and how to generate, view, and share reports.

• MiContact Center User Guide: provides information on the basics of contact center management and descriptions for use of all agent and supervisor desktop/Web applications within the MiContact Center Business solution. This guide focuses specifically on voice media.

• MiContact Center Installation and Administration Guide: provides instructions for deploying and configuring MiContact Center Business, remote site deployments, and all IVR Routing configuration.

• Multimedia Contact Center Installation and Deployment Guide: provides all information on deploying and configuring sites with email, chat, and SMS media, including end-user instructions for supervisor and agents using the multimedia Web applications.

• MiContact Center – Contact Center Reports Guide: provides descriptions of all the report types available with MiContact Center Business’ Contact Center Starter Pack and how to generate, view, and share reports.

• MiContact Center – Workgroup Reports Guide: provides descriptions of all the report types available with MiContact Center Business’ Workgroup Starter Pack and how to generate, view, and share reports.

• MiContact Center Solutions Deployment Guide: provides information regarding how to scale up from a simple solution for a deployment that can grow as the contact center grows. High-level requirements, specifications, networking considerations, best practices, and other useful references for planning the deployment of large-scale, complex contact centers are discussed.

• MiContact Center Solution Guide: describes interoperability and how to deploy MiContact Center Business with MiVoice Business, MiContact Center Outbound, and MiVoice Call Recording solutions.

• Mitel Contact Center Blueprint Guide: provides an overview of MiContact Center use cases, topologies, technical considerations, best practices, on-premises, cloud, and hybrid deployment models.

MiContact Center Business includes a number of licenses for solutions across the Mitel portfolio: MiVoice ACD, MiCollab, Mitel OIG, and MiVoice Call Recording. While these solutions are discussed in the licensing section of this document, the features and capabilities of these solutions are not. A variety of marketing, technical, engineering, and training documentation is available for all of these products on Mitel OnLine. For more information, log in to Mitel Connect=>Mitel OnLine=>Products.



Chapter 2: MiContact Center Business This section provides an overview of the MiContact Center Business solution. For more information, refer to the following topics:

• Licensing Overview

• MiContact Center Business Applications

• Mitel Professional Services – Custom Development

• Configuration

• Extended Software Assurance and Support

Overview

Mitel’s core contact center solution for the MiVoice Business platform is MiContact Center Business (formerly known as MiContact Center Workgroup/Business/Enterprise Edition). All MiContact Center Business solutions are TCP-IP based, enabling customers to manage their contact centers from anywhere, anytime with an Internet connection. MiContact Center Business enhances ACD functionality and stores information in the industry-standard SQL database format. MiContact Center Business solutions use Microsoft® SQL Server™ (depending on your configuration) to unify the database across applications.

MiContact Center Business Licensing

MiContact Center Business is the new product name for what was formerly known as MiContact Center Workgroup, Business, and Enterprise Edition. MiContact Center Business licensing is licensed in two packages: Workgroup and Contact Center. The key functionality differences between Workgroup and Contact Center can be summarized in the following points:

• Workgroup supports single-site, single-instance MiVoice Business only. All queues and agents must be configured on a single instance of MiVoice Business.

• Workgroup does not support Contact Center ACD Resiliency.

• Workgroup includes 125 historical reports and Contact Center includes 425+.

• Workgroup includes 1 system administrator; Contact Center includes 2 system administrators. Both packs include five concurrent agent licenses and unlimited supervisors.

• With Workgroup, the IVR packages (Messaging and Routing or IVR) are available as add-on licenses. In Contact Center, Messaging and Routing is included out of the box and IVR is an optional, add-on license.

• In Workgroup, the Messaging and Routing package includes 120 ports (on a single MiVoice Business) and the Workgroup IVR option supports a maximum of 10 IVR ports. Workgroup customers upgrading to IVR licensing for more sophisticated capabilities (for example, callbacks) can leverage a one-time upgrade to migrate their Messaging and Routing ports to IVR ports (to a maximum of 10 ports). If they need to scale above the 10 Workgroup IVR port they will need to upgrade their solution to the Contact Center Starter Pack.

The following table provides a breakdown of the functionality available in Workgroup and Contact Center Starter Packs, along with the optional, add-on products available to each.



Figure 1: MiContact Center Business Bundles & Add-ons

While MiContact Center Business includes several key, bundled licenses from other Mitel solutions, it is important to note that the following licenses are still required to be purchased separately in order to use these applications. This includes:

• MiVoice Call Recording Server, 5x Port and SRC license o Additional port licenses may be required o MiContact Center Business licensing does include the SRC license but not the MBG base license

• MiVoice Call Recording MiTAI license o MiContact Center Business licensing does not include the MiTAI license

• MiVoice Business User license o MiContact Center Business licensing does not include the MiVoice Business user license

The following parts are still available as add-ons to the Workgroup and Contact Center Starter Packs, unless otherwise stated:

• WFM Connector

• Third-party Call Recording Connector

• Contact Center Softphone (for use by customers not leveraging MiCollab)

• Workgroup/Contact Center System Administrator x1

• Workgroup/Contact Center IVR Ports

• ASR and TTS Ports (IVR only)

• IVR Remote/Redundant Starter Pack (Contact Center only)

• Redundant IVR Ports (Contact Center only)

• Virtual Server OS

• High Availability

Concurrent Agent Licensing

MiContact Center Business is priced based on concurrent agent licensing. Additional agent licenses are included in upgrades to facilitate the migration to the new concurrent model. Concurrency will be enforced by the software in a future release. NOTE: The previous requirement of one MiVoice Business user license per MiContact Center agent licenses still remains. If upon upgrading to Release 8.0+ a customer does not have sufficient MiVoice Business user licenses to meet the needs of the agents using concurrent user licenses, you must contact your Mitel sales representative to purchase the required number of user licenses.



In the new licensing model, voice and multimedia agents are licensed with concurrency, however Workforce Scheduling and Mitel WFM agents remain licensed as named agents. This is common practice for Workforce Management solutions and is enforced in MiContact Center Business as customers can leverage the WFM capabilities regardless of whether agents are present and logged in or not. MiVoice Analytics, which includes Call Accounting and Business Reporter, also continues to use named licenses.

IVR Licensing

MiContact Center Business’ IVR Routing capabilities are now available for both the MiContact Center Business Workgroup and Contact Center Starter Packs: Messaging and Routing and Workgroup or Contact Center IVR. For Workgroup customers, either Workgroup Messaging and Routing or Workgroup IVR Ports are available as add-on licenses to the Workgroup Starter Pack. For Contact Center licensed customers, Contact Center Messaging and Routing is included in the Contact Center Starter Pack or Contact Center IVR Ports are purchasable add-ons. Messaging and Routing is a system license: 120 Messaging and Routing ports are included with Workgroup’s Messaging and Routing option, and 240 Messaging and Routing ports are included with the Contact Center Starter pack. When you upgrade to Workgroup/Contact Center IVR ports your Messaging and Routing system licenses are de-activated. Customers will need to make sure they purchase enough IVR port upgrades to handle their entire IVR call volume. In both Workgroup and Contact Center Starter Packs, Messaging and Routing includes:

• Menu

• Time of Day/Day of Week

• Music on Hold

• ANI/DNIS routing and reporting

• Pre-announce

• Updated Position in Queue In both Workgroup and Contact Center Starter Packs, IVR includes:

• Callbacks

• Collected Digits

• Query (RSSbus)

• Execute

• Rules The following table provides a full comparison of the IVR activities available with Messaging and Routing and IVR:

Figure 2: Messaging and Routing & IVR Bundles Compared



Workgroup Messaging and Routing and Workgroup IVR have the same capabilities as Contact Center Messaging and Routing and Contact Center IVR, with the exception that the Workgroup licenses support a single controller only and have port limitations. In Workgroup, Messaging and Routing is offered separately as an add-on license. Once purchased, customers receive the functionality equivalent to those in the Release 7.x Standard IVR Routing license. Messaging and Routing is a system license in Workgroup that gives customers access to 120 Messaging and Routing ports that are capable of basic call routing that is comparable to Mitel IVR competitors. Workgroup Messaging and Routing ports provide support for Schedule, Holiday, ANI, DNIS, and Updated Position in Queue messaging. Workgroup IVR ports can be purchased to a maximum of 10. Workgroup customers upgrading from Messaging and Routing or purchasing Workgroup IVR licensing for more sophisticated capabilities (for example, callbacks) can leverage a one-time upgrade to migrate their Messaging and Routing ports to IVR ports so they do not lose functionality. If they need to scale above the 10 IVR port maximum they will need to upgrade to their solution to the Contact Center package. Workgroup customers can optionally purchase IVR licensing out of the gate and avoid the Messaging and Routing option entirely. When the Contact Center starter pack is purchased, it includes 240 Messaging and Routing ports. While customers will have access to the 240 ports, they must adhere to the System Engineering guidelines, which stipulate that a single IVR server can handle up to 120 ports and a single MiVoice Business controller can handle up to 120 ports. Redundant ports are not an option in Contact Center Messaging and Routing as the 240 active ports fulfills this requirement. Note that while pre-announce ports are free and unlimited in MiContact Center Business Starter Packs, pre-announce ports do need to be calculated in your total port count/server. Customers who exceed these guidelines, or who wish to disperse their ports across more than 1 server will need to purchase Remote/Redundant Starter Pack(s). Remote/Redundant Starter Packs no longer include ports. Redundant ports are available separately for purchase. Redundant ports are available for use with Contact Center IVR only. You can own the same or less redundant ports than IVR ports.

MiVoice Analytics

MiVoice Analytics is the product name for what was formerly known as MiVoice Call Accounting and MiVoice Business Reporter. MiVoice Call Accounting in comprised of two licenses: Call Accounting – for historical call costing, subscriber services, and traffic analysis reporting, and Business Reporter – for general business extension reporting.

Figure 3: MiVoice Analytics Licensing Overview

Call Accounting is an entry level product that no longer includes real time monitors in the Contact Center Client (real-time call costing is unlocked with a full Business Reporter license). Call Accounting provides call costing and subscriber services for current day and historical reporting and continues to only be supported in North America, Latin America, United Kingdom and the Benelux region. Business Reporter includes Call Accounting for the supported regions and adds to it real time and reporting for ring groups. Business Reporter Client replaces the existing Integrated Client license, PhoneSet Manager, and Screen Pop license options that were available in previous releases. These are primarily used for general business screen pop requirements. The Business Reporter Client license does not include a softphone license. Softphone licenses for Business Reporter are sold separately as an add-on license. Both Call Accounting and Business Reporter extension licenses are named licenses and not concurrent.



Figure 4: Call Accounting and Business Reporter Compared

MiContact Center Business Applications

MiContact Center Business includes the following applications:

• CCMWeb & Contact Center Client are Mitel’s core reporting and forecasting contact center management solution. It houses numerous additional applications/application areas, such as data mining, historical monitoring (Auditor), wall sign programming, database configuration, and server maintenance. See Core Functionality.

• Remote Server (available with Contact Center Starter Pack only) provides multi-telephone system (remote and co-located) enterprise-wide historical reporting and real-time monitoring. It is used if enterprise-wide lists and real-time reporting is required on more than one system. Each additional system requires a Contact Center Network license. See Remote Site Deployments.

• ACD Resiliency (available with Contact Center Starter Pack only) works in conjunction with MiContact Center Business and the MiVoice Business platform to provide contact centers with an immediate response to outages and allows IP phones to remain in service in the event their telephone system fails. See Resiliency.

• Flexible Reporting works in conjunction MiContact Center Business to enable you to design your own report templates. Using the Flexible Reporting Wizard, you can create customized reports with existing statistics (column headings), including only the statistics that are meaningful to your business. You can select like data for two or more device types and combine them in one report. See Flexible Reporting.

• Interactive Contact Center integrates with MiContact Center Business and Multimedia Contact Center to provide virtual queuing. With Interactive Contact Center, you can readily control agent and queue states on the Contact Center Client real-time monitors. See Interactive Contact Center.

• Interactive Visual Queue enables agents to monitor calls within queues and then move calls from busy queues to less active queues. See Interactive Visual Queue.

• Contact Center Softphone comprises Contact Center PhoneSet Manager and Contact Center Softphone. Both applications enable agents to use their desktop computers as IP-based phones. See Contact Center PhoneSet Manager & Softphone.

• Workforce Scheduling (available as an add-on solution) works with MiContact Center Business to provide forecasting and automated agent scheduling based on business rules and required skills. See Workforce Scheduling.

• Schedule Adherence (module included with Workforce Scheduling) works with Workforce Scheduling to show you what agents are doing in relation to what is scheduled, in order to quickly identify areas of non-adherence. See Schedule Adherence.

• Employee Portal (module included with Workforce Scheduling) works with Workforce Scheduling to enable employees to make scheduling requests online. Schedulers can then either approve or deny these requests and update schedules accordingly. See Employee Portal.



• Contact Center Screen Pop works with IVR Routing with ANI/DNIS and/or Collect Caller Entered Digits options and Contact Center Softphone or Contact Center PhoneSet Manager. Contact Center Screen Pop launches applications or Web pages. In addition, it enables agents to automatically receive caller and account information via pop-ups on their computer monitors every time they receive calls. See Contact Center Screen Pop.

• CTI Developer Toolkit is a software development tool that enables in-house developers to automate processes and information sharing, use up-front caller data from third-party IVR applications, build client-side design interfaces, and integrate Customer Relationship Management and Enterprise Resource Planning systems or any OBCD compliant database with MiContact Center Business. See CTI Developer Toolkit.

• Multimedia Contact Center (available as an add-on solution) integrates with IMAP-based email systems (Microsoft Exchange 2007/2010/2013, Exchange Online, and Gmail) to provide advanced contact distribution of emails, Web chats, SMS texts, and social media posts to longest idle agents using the email system agnostic Mitel Ignite client (available as a browser-based thin client). See Multimedia Contact Center.

• IVR Routing (available as an add-on solution for Workgroup Starter Pack, out-of-the-box Messaging and Routing, or optional IVR with Contact Center Starter Pack) is an all-in-one, scalable, integrated voice processing solution that enables users to manage work flows in a drag-and-drop graphic interface, create static and custom recorded announcements to callers in queues, route calls, and report on IVR activity. See IVR Routing.

In addition to MiContact Center Business, Mitel also offers MiVoice Analytics’ Call Accounting and Business Reporter solutions, which enable historical call costing and subscriber services billing tools as well as general business extension real-time and reporting for the MiVoice Business platform, MiContact Center Office and MiVoice Business Dashboard for the MiVoice Office platform, MiContact Center Solidus for the MiVoice MX-ONE platform, MiCloud Contact Center, MiContact Center Live, MiContact Center Outbound, and Mitel Professional Services - Custom Development for all Mitel contact center and business reporting solutions.

Figure 5: Comprehensive Overview of MiContact Center Business Solutions



To optimize your business potential, you need tools to measure and manage general telecom usage, and tools that enable you need to know if your telecommunications costs are excessive and, if so, why? The MiVoice Analytics solution for the MiVoice Business platform answers these questions so you can use your resources more efficiently. With MiVoice Analytics’ Call Accounting option, you can monitor and control telecommunications costs, giving you a true picture of how much money is being spent and who is spending it. With MiVoice Analytics’ Business Reporter solution, you can not only access call costing tools, but benefit from ring group routing and general business real-time monitoring tools. For more information, refer to the MiVoice Analytics General Information Guide.

Mitel Professional Services – Custom Development

Mitel Professional Services - Custom Development is a professional service offering that provides customized, cost-effective solutions for VoIP infrastructures and voice-centric business applications.

Configuration

Figure 6 illustrates a typical deployment of MiContact Center Business.

Figure 6: Typical MiContact Center Business Deployment

MiContact Center Business, IVR Routing, Multimedia Contact Center, and MiVoice Call Accounting applications are supported on a variety of virtual and thin-client systems: Citrix, Microsoft Virtual Server, Microsoft Hyper-V, and VMware. For details on thin-client and virtualization support, see the MiContact Center and Business Reporter System Engineering Guide.

Supported Languages

Applications within the MiContact Center Business portfolio are translated to the following languages:

• Real-time and Reporting o English, Canadian French, European French, Latin American Spanish, European Spanish,

Brazilian Portuguese, Dutch, Italian, German, Norwegian, Swedish, and Simplified Chinese

• IVR Routing o English, Canadian French, European French, Latin American Spanish, European Spanish,


• Interactive Contact Center



o English, Canadian French, European French, Latin American Spanish, European Spanish, Brazilian Portuguese, Dutch, Italian, German, Norwegian, Swedish, and Simplified Chinese

• Interactive Visual Queue o English, Canadian French, European French, Latin American Spanish, European Spanish,


• Multimedia Contact Center o English, Canadian French, European French, Latin American Spanish, European Spanish,


• Contact Center PhoneSet Manager / Contact Center Softphone o English, Canadian French, European French, Latin American Spanish, European Spanish,


• Contact Center Screen Pop o English, Canadian French, European French, Latin American Spanish, European Spanish,


• Workforce Scheduling, Schedule Adherence, and Employee Portal o English only

• Flexible Reporting o English, Canadian French, European French, Latin American Spanish, European Spanish,


• Call Accounting/Business Reporter o English, Canadian French, Latin American Spanish, Brazilian Portuguese, and Dutch

• Traffic Analysis o English, Canadian French, European French, Latin American Spanish, European Spanish,

Brazilian Portuguese, Dutch, Italian, German, and Simplified Chinese

• Subscriber Services o English, Canadian French, Latin American Spanish, Brazilian Portuguese, and Dutch

Extended Software Assurance and Support

MiContact Center Business and Analytics Software Assurance and Support is recommended for customers to help optimize the performance and value of their contact center, general business reporting, and call costing solutions. It delivers excellence in software support, providing access to software updates and new functionality, and ensures the Mitel authorizedPARTNER is backed by Mitel’s highly skilled technical support resources. When you purchase MiContact Center Business & MiVoice Analytics software from Mitel you receive free service and support for the first 90 days. This includes:

• Technical support, Monday to Friday from 8:30 A.M. to 6:00 P.M. ET

• Product news by email

• Software upgrades There are two global MiContact Center Business & MiVoice Analytics programs for all regions. A Mitel Assurance and Support subscription on Mitel products entitles Mitel authorizedPARTNERs, on behalf of the customer, access to new software releases, updates and Mitel’s technical support resources. In North America, Latin America, and Mexico

1. Contact Center Software Assurance and Support Standard will include technical support from Mitel on weekdays, excluding holidays, as follows:

• Support from Mitel, Monday to Friday within standard business hours 8:30 A.M. to 6:00 P.M.

• Software downloads via Mitel OnLine

• Online Knowledge Base and documentation 2. Contact Center Software Assurance and Support Premium 24/7 will include technical support from Mitel, 24

hours a day, 7 days a week, 365 days a year, as follows:

• Support from Mitel, Monday to Friday within standard business hours 8:30 A.M. to 6:00 P.M.

• Emergency after hours support from Mitel, Monday to Friday from 8:30 A.M. to 6:00 P.M., plus weekends and holidays


• Online Knowledge Base and documentation



In Europe, the Middle East, Africa, and Asia Pacific regions

1. Contact Center Software Assurance and Support Standard will include technical support from Mitel UK, weekdays, excluding holidays, as follows:

• 3rd line support from Mitel UK, Monday to Friday within standard business hours GMT

• 4th line design support from Mitel, Monday to Friday between 8:30 A.M. to 6:00 P.M., through proper Mitel UK escalation processes



2. Contact Center Software Assurance and Support Premium 24/7 will include technical support from Mitel UK, 24 hours a day, 7 days a week, 365 days a year, as follows:

• 3rd line support from Mitel UK, Monday to Friday within standard business hours GMT

• Emergency after hours support from Mitel UK, Monday to Friday after hours, plus weekends and holidays

• 4th line design support from Mitel between 8:30 A.M. to 6:00 P.M. and for emergency issues only, between 8:30 A.M. to 6:00 P.M., through proper Mitel UK escalation processes



Multi-year Discount for Software Assurance Agreements

You receive a discount of 15% with the purchase of three or more years of subscription term. Discounts are available for both Standard and Premium Software Assurance and Support. Discounts apply to full years only.

Pay Per Incident Support

For customers in North America, Latin America, and Mexico whose Software Assurance has expired, or who require after hours support for a non-critical incident, there is an option of purchasing pay-per-incident support at $500 USD/incident. Pay per incident support does not include software upgrades. If an upgrade is required to address the problem, the customer must be in warranty to be eligible to obtain the software required to resolve the incident.

Software Assurance for Companies that Upgrade from Workgroup to Contact Center

If a company upgrades from MiContact Center Business’ Workgroup Starter Pack to Contact Center Starter Pack, the renewal date and existing Software Assurance agreement are transferred to the new Contact Center Starter Pack software. For example, if the Workgroup Starter Pack coverage has an expiry date of January 15, 2018, once upgraded to Contact Center Starter Pack, the Contact Center Starter Pack Software Assurance renewal date remains January 15, 2018 with the same coverage.

Software Assurance for Products Added Mid-contract

When your company buys an add-on product, it comes with 90 days of software assurance included. If your base solution is set to expire before the new product, you will be sent a software assurance quote that aligns all products owned or purchased throughout the last 12 months to have the same expiry date, only charging the difference of software assurance on the add-on parts. For example, if your MiContact Center Business software assurance expires on December 1, 2018 and you buy Workforce Scheduling on June 1, 2018 (which would have warranty until June 1, 2019), your Mitel quote effective December 1, 2018 will include software assurance units for 12 months of coverage for MiContact Center Business and 6 months of coverage on Workforce Scheduling, giving both the new expiry date of December 1, 2018. When your company buys a seat upgrade product, it does not include any additional software assurance as it expires with your Contact Center, Business Reporter/Call Accounting, or IVR Routing Base product provided you are within a 1 year service contract. For example, if your base software expires on December 1, 2018 and you buy additional Contact Center Agents or Extensions on June 1, 2018 then the software assurance on the additional agents or extensions will expire on December 1, 2018.



If multiple years of software assurance have already been purchased for the base solution, then software assurance for any future add-on or seat upgrades must also be purchased. In this case, the customer will need to buy software assurance at the same time as the add-on product is purchased for the remaining number of full years of the service contract. You must either use Sales Work Bench to quote the software assurance, purchasing the number of full years remaining on the service contract so that the new product has an expiration date that is the same as the base site’s expiration date, or email Mitel’s renewal queue to obtain a custom quote to align the new product’s software assurance with that of the base solution.



Chapter 3: Automatic Call Distribution This section provides an overview of Mitel’s Automatic Call Distribution (ACD) engine and how it works. For more information, refer to the following topics:

• Overview

• How ACD Works: The ACD Routing Engine

• ACD Support

• Features and Benefits

Overview

ACD is used to help businesses optimize their resources. It enables businesses to handle large numbers of incoming customer calls and answer these calls with as few trained agents as possible. An ACD system routes incoming calls to the longest idle agent within a specific group. If no agents are available, calls are queued and forwarded to an agent when one becomes available. Typically, ACD systems have more incoming calls than there are agents available to answer them. This results in callers having to wait for agents to become available. To prevent waiting callers from hanging up and calling competitors, ACD systems play recorded announcements interspersed with music on hold. Recorded announcements set the expectations of waiting callers and reassure them their calls are important to the business. When an agent becomes available, the first caller in the queue is routed to the agent. Networked ACD extends ACD functions over multiple telephone systems with a networked MiVoice Business environment. Agent groups on the various MiVoice Business telephone systems can answer calls on the network regardless of where the call first entered the network. D-channel signaling is used to queue the calls remotely. A virtual contact center can evenly distribute calls among agents in a specific agent group, regardless of the agent’s geographic proximity to other agents in their group, or the agent controller to which they are registered. See Virtual Contact Centers. ACD Resiliency provides seamless reporting in the event of a network or controller outage. See Resiliency. For more information regarding ACD, see the MiContact Center Solutions Deployment Guide.

How ACD Works: The ACD Routing Engine

The ACD routing engine (on the MiVoice Business platform) involves several basic components:

• Incoming lines or trunks that point to an ACD path

• Paths (queues) that point to a group (you can configure one primary answer group and up to three overflow groups)

• Agent groups

• Recorded announcements to greet waiting callers

• Music on hold (to entertain waiting callers between recordings) Each ACD agent is assigned a unique agent identification (ID) number that is associated with an answering group. The agent ID is similar to a telephone directory number and can be assigned a name in the telephone directory. Agents can log into any ACD-enabled phone set and receive calls, providing agent mobility. During the agent login, the set assumes the personal profile of the agent, which includes the assigned name, class of service (CoS), class of restriction (CoR), group memberships, and path memberships. Central to ACD functionality is the ACD path. A number of possible paths can be defined in the ACD system. The ACD path is a flexible call-routing method that provides the information required for handling incoming calls. Each path has a set of parameters that determine how the system handles queued callers, what system resources to use, when the call is to be answered, and which group will answer the call. Based on customer requirements, each call received is directed to a path. Calls are queued for an agent group based on the path priority and the order of arrival at that path. Each ACD path is assigned a priority number. A call to a path adopts the path’s priority, which allows incoming calls to be directed based on their importance and expense. Calls are routed to the longest idle agent within a group, or optionally, to the longest idle agent with the highest skill level for that group (as programmed on the MiVoice Business platform).



ACD Support

The following tables show the maximum number of IP agents and TDM or SIP trunks that can be installed on the various controllers when used in either standalone or networked configurations. The figures shown are a theoretical maximum based on the conditions shown. A specific installation may be able to support more or less agents and traffic depending on whether conditions are more or less stressful than these assumptions. For ACD installations on MiVoice Business Virtual or installations outside the parameters specified below, contact Mitel Professional Services

Basic Contact Center

• Trunk to agent ratio is 1.5 (lower trunk ratios will allow increased system capacity, at the expense of more rejected (busy tone) calls).

• Traffic per agent is at 27 CCS and 120 sec call handling time, i.e. 30 CPH per agent.

• No Mitel MiContact Center solutions used to provide call handling and reporting.

• There is no IVR system handling incoming calls, thus calls will ring directly to the path(s).

• RADs are played to callers waiting in queue(s), either from internal resources or from an external system.

• All active agents are members of only one group.

• There is no overflow or interflow on the paths.

• All agents are local to their controller except in the rows for EHD agents (EHDA is not supported prior to MCD 5.0 and CCS 6.0). If used, EHDA will affect the number of agents and amount of traffic that can be supported on a controller. When the maximum EHDA are connected, the total local agents must be reduced to zero (see chart of Local vs. EHD Agents.

Advanced Contact Center

• Trunk to agent ratio is 1.5 (lower trunk ratios will allow increased system capacity, at the expense of more rejected (busy tone) calls).

• Traffic per agent is at 27 CCS and 120 sec call handling time, i.e. 30 CPH per agent.

• Mitel MiContact Center Business is used to provide call handling and reporting.



• There is a MiContact Center Business IVR system handling incoming calls. With no IVR, calls will ring directly to the path(s) with less overhead, but there is less functionality in terms of call handling. The IVR must be on the path controller (trunk gateway) for networked ACD.

• RADs are played to callers waiting in queue(s), either from internal resources or from an external system.

• Active agents are in an average of five groups or less.

• There is one overflow or interflow on the paths.

• All agents are local to their controller except in the rows for EHD agents (EHDA is not supported prior to MCD 5.0 and MiContact Center Business). If used, EHDA will affect the number of agents and amount of traffic that can be supported on a controller. When the maximum EHDA are connected, the total local agents must be reduced to zero (see chart of Local vs. EHD Agents).

In the standalone configuration, adding more groups for the agents or allowing overflow on the paths will both add a processing load for each call, and will therefore reduce the capacity of the system. In the networked configuration, the agent controller has been relieved of the processing load for the IVR, so the nominal call capacity increases significantly from that of a standalone system. Multiple agent groups and path overflows still affect this node and reduce its capacity. The path controller (PSTN gateway) is still carrying the IVR load, but it is not dealing with the agent groups. However, the path overflows are more restrictive than on the single node, and will reduce the capacity of the node significantly. The System Engineering Tool deals with all of these conditions, and must be used when analyzing any ACD configuration, including older controllers which do not fit within the limits shown in the above table. Contact Professional Services for assistance for any configuration with:

• more agents, agent groups and/or trunks

• different traffic pattern

• greater path overflow and interflow

• additional or alternate applications attached

• any requirement for call centers with MiVoice Business Multi-instance or MiVoice Business Virtual



Supported Mitel Phone Sets

The following Mitel phone sets support are supported for ACD:

• 5212

• 5215

• 5220

• 5224

• 5312

• 5320e

• 5324

• 5330, 5330e

• 5340, 5340e

• 5360

• 59xx Not all phones are supported for use with MiContact Center Synchronization. For details on which phones are supported, please see the MiContact Center and Business Reporter System Engineering Guide. External hot desk agents may use any phone type when working remotely to receive ACD calls. For full contact center functionality, external hot desk agents should connect to the contact center with Mitel Border Gateway with a phone or USB headset, a computer, a router, and a high-speed Internet connection.

Features and Benefits

The following table details the features supported by all Mitel telephone sets.

FEATURE DESCRIPTION BENEFIT

Logging in and out

With a valid Agent ID an agent can log in and out of any ACD phone

• Maximizes space and supports agent mobility (more than one shift can share the same desk)

• Can be used as a punch clock to track shifts

Calling an agent Dial the agent by ID number (when agent ID is the same as the phone number)

Enables mobile agents by calling the agent ID rather than telephone extension

Work timer

A programmable time period after each call that enables an agent to complete required tasks prior to receiving the next ACD call

Allows agents to fine tune their own performance by giving them a set time to complete paperwork and other activities before accepting another call, thus reducing agent frustration



Make Busy with Reason Codes

• An ACD extension will not receive ACD calls when the agent is unavailable

• ACD agents can enter a reason code when phones are put into a Make Busy state

• Allows agents to complete required work before receiving additional calls

• Accurately tracks all agent non-phone-related activities

Threshold alerting

Provides audible and/or visual indication to supervisors and agents of the current workload condition of their queues

Allows supervisors and agents to know if they are meeting service level requirements and enables them to make proactive changes to their activities

Displaying queue status

ACD-enabled telephones include a queue status key, which is used to view the group name, number of active agents in the group, number of calls waiting in the group queue, and the length of time the longest call has been waiting

• Helps agents improve their performance by providing current status information

• Enables agents to make informed decisions about their time use

Help key

• Allows agents to request that a supervisor monitor the call

• At any time during the silent monitor, the supervisor can conference into the monitored conversation and take over the call or assist the agent if necessary

• Allows agents to request help without disrupting a call

• Allows the supervision of calls to gain an unbiased opinion of problems

The following table details the core ACD feature set supported by the MiVoice Business telephone system.


ACD Positions

• Structures the handling of ACD calls into a hierarchy of ACD positions. The ACD supports three types of positions:

• Agents, who handle ACD calls

• Supervisors, who monitor agents

• Senior supervisors, who monitor supervisors

• Shortens the training time and creates career path opportunities

ACD Path (Queue)

• Guides a wide variety of incoming calls through the system according to customized routes

• Defines all information required for each type of call, including how the system will handle queued callers and which grouping of agents will be allocated the calls

• Optimizes pooled resources to achieve a more cost-effective work flow

• Delivers consistent processes and services



Path (Queue) Priority

• Each queue is assigned a priority level with level one being the highest and 64 being the lowest

• Reduces communication costs and improves customer service with reduced call queue times

• For example, a queue receiving expensive incoming calls, such as collect long distance calls, can be assigned as a high-priority queue so those callers may be answered first

Agent Group

• Supports a number of different agent groups, to handle incoming ACD traffic. An Agent Group consists of a logical grouping of agents trained to support a particular line of business

• Ensures each call gets to the best available resource to meet the caller’s needs

• Shortens training time and creates career path opportunities

Agent Group Presence

• Permits an agent to join or leave an agent group instantly without logging in or out

• Enables agents and supervisors to quickly change the mix of groups the agents are present/absent in

Work flow

• If multiple agents are free when an ACD call is presented to a group, the system sends the call to the longest idle agent

• Spreads the workload evenly among agents

Service Level

• Defines a standard time to answer calls, which becomes the criteria for measuring queue performance

• The service level is programmable with the range of 0 seconds to 54 minutes

• Defines service levels (e.g., percentage of calls answered within a certain time period)

• Tracks service offered against service levels



Overflow

• Supports up to three overflow groups per queue to provide backup resources to the primary answer group

• Calls that overflow maintain their position in queue at the prime agent group and all overflow groups

• Agent group overflow timers determine how long a call waits before overflowing.

• Minimizes call queuing time by defining backup resources for the primary agent groups

• This ensures that the call is answered as quickly as possible, reducing network costs and caller frustration

Predictive Overflow

• Determines whether a newly queued call should be immediately overflowed to the next agent group

• If the system predicts that a call will not be answered before the overflow timer expires, the call is placed in overflow before the time expires

• Minimizes call queuing time by defining backup resources for the primary agent groups

• This ensures that the call is answered as quickly as possible, reducing network costs and caller frustration

Interflow

• A time-based or load-based feature that takes an ACD call out of the queue and routes it to an alternate answer point, such as a higher priority queue, voice mail, attendant or extension

• A call that interflows to another queue adopts the priority of the new queue

• Reduces caller frustration and abandoned calls

Dial Out of Path (Queue)

• If a caller chooses not to continue holding, dial out of queue allows the caller to be rerouted to an alternate answer point that is programmed on the telephone system

• Rather than losing business, this feature provides options when a caller does not have time to wait for an answer

Path (Queue) Unavailable

• When a queue is unavailable, calls can be routed to an alternate answer point, such as an attendant, valid extension, voice mail, recorded announcement device, an ACD queue, or a system speed call number

• Gives supervisors a choice in how to handle after-hours calls or calls during vacation days

Unavailable Agent Group

• A call directed to an unavailable agent group is not queued and is immediately overflowed or interflowed

• Reduces caller wait time, frustration, and abandoned calls

Agent No Answer Handling

• An agent who fails to answer a call within a programmed amount of time is automatically logged out of ACD. The call is then re-queued at a higher priority

• Reduces caller wait time, frustration, and abandoned calls



Recorded Announcements

• Up to four recorded messages and their relative start times can be defined per queue

• The queue also specifies whether the last programmed recording is repeated and at what interval it is repeated

• Increases caller tolerance to wait times

• Provides general information at low cost

• Creates an abandoned call, where

• the caller may hang up without the need to speak to an agent

Music Between Recordings

• Between each recording on an ACD path, the incoming caller by default listens to the system music source

• An alternate source may also be used

• Increases caller tolerance to wait times

• Let’s callers know the line is still active

Silent Monitoring

• Allows a supervisor to listen to calls answered by an ACD agent or agent group

• The agent and caller do not hear the supervisor

• However, the agent’s telephone display may indicate that a call is being monitored

• At any time during the silent monitor, the supervisor can conference into the monitored conversation and take over the call or assist the agent if required

• Allows supervisors to assess agent performance and provide real-time coaching or training

The following table details the optional features of the MiVoice Business platform.


Skills Based Routing

• Agents are programmed in agent groups/skill groups, which enables they system to route calls to the next available, highest-skilled agent within a skill group

• Ensures that each call is routed to the best available resource to meet the customer’s needs




Skill Level Routing

• Skill level routing enables the system to route calls to the next available, highest-skilled agent within a skill group, but gives priority to agents who have higher skill level assignments in any given group

• Each agent in a group is assigned a skill level from 1 – 500

• Agents appearing in more than one group may be assigned a different skill level for each group

• Calls to a group are routed to the most skilled available agent

• If agents of equal skill are available, the call is routed to the longest idle agent

• Ensures that each call is routed to the best available resource to meet the customer’s needs


Agent Skills Group

• Supports a number of different agent groups (a logical grouping of agents trained to support a particular line of business)

• Ensures each call is routed to the best available resource to meet the customer’s needs


Networked ACD

• Enables incoming calls to be simultaneously queued against local and/or remote agent groups within a queue

• This allows multi-site customers to design call-routing schemes that can optimize all their call-handling resources and locations

• Optimizes work flow between sites to minimize bandwidth and telecom costs

• Lowers operating costs by allowing access to agents at multiple sites

• Maintains or improves customer service by extending hours of operation, increasing market coverage without adding staff and providing peak traffic or emergency support with existing resources

• Allows the use of a single point of command and control for routing across sites

ACD Management System

• MiContact Center is a suite of applications that enhances ACD functionality

• MiContact Center solutions are purely TCP-IP-based so customers can manage their contact centers from anywhere over the Internet

• Effectively measures and manages resources, which leads to more cost-effective operations and better performance

Agent Hot Desking

• Agents configured as hot desk agents can log into any ACD-enabled device and receive calls

• During the agent login, the set assumes the personal profile of the agent

• Enables agents to freely move around an organization and log in at any phone or headset

• Removes the need for dedicated headset



Chapter 4: Core Functionality This section provides an overview of MiContact Center Business’ core real time, reporting, and administration and configuration solutions – CCMWeb (reporting), Contact Center Client (real-time), and YourSite Explorer (configuration) – and how they work. For more information, refer to the following topics.

• Overview

• Applications

Overview

The CCMWeb Web page, Contact Center Client application, and YourSite Explorer application are MiContact Center Business’ core reporting, real-time, and administration and configuration solutions. These applications house a number of product features, such as data mining, historical monitoring (Auditor), wall sign programming, database configuration, and server maintenance. The CCMWeb and Contact Center Client enable you to work with contact center information from the:

• Past o Automatic report generation on all contact center elements and contact types over any date and

time horizon o Scheduled reports o Historical events viewed in simulated real time o Data mining

• Present o Real-time monitoring of contact center activities including queue and agent states, average wait

times, and real-time queue statistics o Real-time agent and supervisor online chat o Real-time schedule adherence o Wallboard/Reader Board messaging

• Future o Agent forecasting based on historical information, average talk times, wrap-up times, and service

level objectives o “What-if” scenarios

YourSite Explorer is a single-point of administration and configuration application for all voice, multimedia, IVR, and device configuration, including synchronization tools to ensure programming alignment between the MiVoice Business platform and Active Directory users.

TCP-IP Based Solution

All MiContact Center Business solutions are TCP-IP based, meaning:

• You can log on to administrator, supervisor, and agent desktop/Web applications from anywhere on the Internet and use the MiContact Center Business applications as if you were on site.

• MiContact Center Business’ Enterprise Server automatically deploys all files and updates to all client PCs.

• Only Microsoft® Internet Explorer (IE) 9.0+ and Microsoft® Excel® 2007 SP2+ are required on client PCs.

• You can log on to any PC with your user name and password and generate and view reports.

• MiContact Center Business security authenticates user access to all of the administrator, supervisor, and agent desktop/Web applications.

• With the browser-based Mitel Ignite client, there is no installation and agents and supervisors have access to sophisticated voice and digital media capabilities from any device, and any brose

• There are unlimited supervisor clients with MiContact Center Business.

Data Collection at Local Sites

The base MiContact Center Business software is installed on the local server where data collection occurs. For the MiVoice Business platform (MCD/3300 ICP), data is collected via two network cards: a dedicated NIC (Network Interface Card) for ACD/SMDR connectivity and a dedicated NIC for network data transmission. MiTAI™, SMDR, and ACD data collection are provided using a network connection. It is recommended to use the NIC interface between the MiVoice Business system and MiContact Center Business over a TCP/IP connection. This guarantees network delivery of SMDR, ACD real-time, and MiTAI data without having to traverse the customer corporate network.



Figure 7: MiVoice Business (3300 ICP) Connectivity to the MiContact Center Business Enterprise Server

Applications

The CCMWeb and Contact Center Client applications provide:

• Historical data management

• Reporting

• Report distribution

• Real-time monitoring

• Forecasting

• Data-collection monitoring

• Database programming

• Services and database administration

Historical Database Management

Historical data management in the CCMWeb reporting Web page enables you to analyze when and why past service problems occurred so that you will know how to react in similar future situations. Historical data management allows you to measure and demonstrate contact center performance against service level objectives, and optimize contact center operations.

Reporting

The Reporter and Scheduled Reports features in CCMWeb provide detailed performance statistics. Reporter is used to produce run-on-demand reports, and Scheduled Reports is used to set up timetables for generating reports. You can run reports for 15-, 30-, or 60-minute intervals across any series of days specified, and for over-midnight shifts. These reports are provided in presentation-quality tables and graphs in a Microsoft Excel spreadsheet. Generating Lifecycle Reports CCMWeb’s Lifecycle reports provide detailed information on all events related to the life of a specific call, from the moment a call enters the telephone system to call termination. Lifecycle reports can be generated on the following devices: agent, agent group, queue, queue group, DNIS, DNIS group, extension, extension group, trunk, trunk group, enterprise, media server, and site. Lifecycle reports can be filtered by call direction, DNIS, trunk, queue, duration in queue, agent, account code, hold duration, call duration, phone number, and extension. Lifecycle reports also detail call notes and include a link to call-specific call recordings.

Report Distribution

Reporting distribution is handled via the server-side Reporting Service. The Reporting Service uses the SMTP mail server to email reports. You can edit the SMTP mail server settings at any time (YourSite=>Enterprise, local site).The Reporting Service prints and emails the reports. The following figure illustrates the reporting capability of CCMWeb, providing voice agent performance statistics for a specific period.



Figure 8: Voice Agent Performance Chart Example

Data Mining The ACD Inspector and SMDR Inspector data mining tools in CCMWeb are loaded with filter and search parameters that can find virtually any contact center event. For example, you can find the exact time an agent logs off at lunch, the duration agents spend in the Do Not Disturb state from 1:00 p.m. to 2:00 p.m. on Monday, or the maximum number of callers who waited in queue on a specific day. The data mining tools search through all of the enterprise call records generated by the telephone system. You can readily identify the series of agent and queue events that led to a breakdown in customer service, and search non-ACD extensions to review call activities. The search results are displayed in easy-to-interpret tables that can be printed or saved to file. Simulated Real-Time Playback Auditor is housed within the Contact Center Client application and is used to view historical data in simulated real time over any date and time horizon. You can readily analyze when and why past service problems occurred. As you are viewing events, you can move forward and backward through the events of the day.

Real-Time Monitoring

The Contact Center Client application provides agents and supervisors with dynamic, real-time displays of agent and queue activity, customizable display profiles, and alarm thresholds. Contact Center Client enables agents and supervisors to respond immediately to changing call volumes and queue conditions. For example, supervisors can reassign inactive agents to busier queues to ensure that service levels are being met.



Contact Center Client provides instant messaging capabilities. Agents can view the phone availability and online presence of other contact center employees before they transfer calls or send online chat messages. With Contact Center Client, you can:

• Display monitors on overlapping tabbed panels to maximize real estate and readily navigate between monitors

• View real-time caller information on agent, employee, and extension by position, and by time monitors

• Expand the Queue Now monitor and view statistics on the agent groups associated with a queue, and performance statistics on the agents in a particular agent group

• Build marquee monitors to broadcast real-time performance statistics and messages

• Specify which users can manage personal and/or global profiles

• Include multiple users in one online chat session

• Set alarms so there is notification of changes in contact center performance by visual, auditory, and email notification

• Set one or more alarm thresholds for each performance variable

• Customize charts to display performance statistics of the manager’s choosing

• Filter device variables and display a subset of data on a monitor

• Freeze and unfreeze columns of statistics so pertinent information is always in view (for example, the media server, queue number, and queue name) when scrolling across a monitor

• Specify monitor styles or apply a skin (set of predefined styles) to a monitor

• Enable grouping and specify the order in which rows of data appear. For example, group the data by the ACD count statistic and readily see which agents handled the most and least calls

• Dock Contact Center Client at the top, bottom, left, or right of your desktop Real-time Monitoring for Supervisors Contact Center Client provides real-time and cumulative agent statistics and real-time (by 15-minute intervals) and over-the-business-day queue statistics. With Contact Center Client, supervisors can view real-time statistics across multiple queues or agents. Contact Center Client provides a wide variety of State by Period, State by Position, Shift, Period, Adherence, IVR, and wallboard-type real-time monitors. Figure 6 displays the Agent State by Position monitor, providing agents and supervisors with essential statistics across various multi-channel media types.

Figure 9: Supervisor Real-time Monitoring Example

Real-time Monitoring for Agents The Contact Center Client agent monitors provide real-time agent statistics, cumulative agent and employee statistics for the shift and real-time, and over-the-business-day queue statistics. These displays change color when predefined performance thresholds are exceeded to keep agents informed of significant changes in the service provided to callers. Contact Center Client empowers agents with information they require to meet personal and center-wide service level objectives.



The agent, employee, and extension by position and by time monitors can display real-time caller information: the caller name and number (ANI), and the number the caller/employee dials for incoming/outgoing calls. The agent, employee, and extension state by position monitors provide real-time information in cells that you can arrange to mirror your floor plan. You can view agents, employees, or phone extensions by their physical position in your contact center. In addition, these monitors enable you to view the current status of general business extensions. Communicating in Real Time Using Contact Center Client, agents can view the phone availability and online presence of other contact center employees before they transfer calls or send online chat messages. In most scenarios, agents, supervisors, and managers can communicate with each other and back-office employees using the MiCollab Client. However, in deployments where MiCollab is not used, employees using MiContact Center Business can chat in real-time using Contact Center Client’s chat feature. If an agent views an employee on a real-time monitor and notes the employee is online, the agent can right-click the employee and send an instant message. Using the Contact Center Client online chat feature, agents can request help while on calls and supervisors can provide timely feedback. Supervisors can communicate important instructions to all agents simultaneously so they can respond to changing call and queue conditions. Wallboard Messaging The WallBoarder application displays text messages and contact center statistics on one or more Spectrum Light Emitting Diode (LED) wall signs. The wall signs provide real-time ACD statistics to agents and supervisors (for example, the number of calls in queue, the wait time of the longest-waiting caller, and the number of available agents). You can customize the color of the displayed statistics and the way they move across the wall sign. WallBoarder empowers contact center employees with information they require to meet personal and center-wide service level objectives. MiContact Center Business integrates with Spectrum wall signs to provide real-time performance statistics and text messages on one or more Spectrum Light Emitting Diode (LED) wall signs. MiContact Center Business supports Spectrum LED wall signs only. Viewing Extensions MiContact Business supports agent hot desking. In your business, you can monitor:

• Traditional or hot desking ACD agents who sit at different desks each day and who log on using their agent ID

• General business, traditional extensions (non-contact center employees) who sit at the same desks each day, are assigned their own desk phone extensions, and do not log on to their phones (their phones are programmed with their personal settings and are always active)

• General business, hot desking extensions (non-contact center employees) who log on to any phone in the enterprise with a virtual extension configured with their personal settings. When the employee logs on to the extension it becomes active. When the employee logs off of the extension it goes out of service.

You can set up your real-time monitor profile to include two or more Extension by Position monitors, one with cells that are arranged to show the whereabouts of agents in your contact center, and another that shows the status of general business extensions (active/inactive, inbound/outbound). Hot Desking When an agent is configured as a Mitel hot desking agent, the agent can sit at any extension on the network and log on to the extension. After the agent is logged on, the agent takes control of the extension. The agent’s Mitel Ignite Client and MiCollab or Contact Center Client/soft phone real-time profile settings are available. Any previous associations with the extension are taken out of service. When an agent logs off, the agent disconnects from the extension and the default settings for the extension are restored automatically. ACD hot desking agents are not restricted to phones that are specifically programmed as ACD. General and ACD hot desk agents can log in to any hot desk enabled phone. Hot desking agents can toggle in and out of up to 30 agent skill groups. Hot desking agents can move between agent skill groups by using feature access keys on their phone (if Class of Service is enabled), or via supervisor intervention with Interactive Contact Center. The agent’s hot desk primary line remains in service while they are logged in, even if they are not present in any of their ACD skill groups and, therefore, not receiving ACD calls.



External Hot Desking External hot desking associates a hot desking agent with any external dialable number, enabling the system to ring an agent working remotely using any phone type, such as a standard PSTN phone at home, a third-party PBX endpoint, or a cellular phone. External hot desking agents are recognized by the system as standard hot desking agents when they log in internally (locally) and as external hot desk agents when they log in externally. When used with Mitel Border Gateway, external hot desking agents can function with the full suite of contact center applications. In order to be fully integrated remotely into the contact center, an external hot desking agent requires a phone or USB headset (for soft phone), a computer, a router, and a high-speed Internet connection. Home-based and Remote Employees Mitel provides mobility features to contact center agents and supervisors in a number of ways. First is through the Web-based Mitel Ignite client. Users can access Web Ignite from any supported, Web-enabled device, as follows:

• On a tablet, supervisors can view contacts in queue and manage agent states, as well as handling emails, chats, and SMS

• Handling voice calls is not currently supported on a tablet • On a smart phone, voice interactions are possible using an EHDA configuration on the MiVoice

Business telephone system • DTMF is required to put callers on hold • Call control is not supported from a smart phone • Handling emails, chats, or SMS is not currently supported on a smart phone

The second way mobility is provided is through using Mitel Border Gateway and Mitel Ignite/MiCollab or Contact Center Client/soft phone, which allows home-based and remote agents and supervisors to perform telephony functions without the use of a Virtual Private Network (VPN). This may also be achieved using a standard VPN. Home-based and remote agents can:

• Use IP desk phones

• Automate desk phones using Mitel Ignite Client and MiCollab

• Automate desk phones using Contact Center PhoneSet Manager

• Use Contact Center Softphone in Contact Center Client, which provides complete desk phone functionality In addition, using Contact Center Client, home-based and remote employees can view real-time monitors, enable real-time alarming, and perform many contact center management functions.

Forecasting

The Forecasting tool in CCMWeb takes historical telephone system data and predicts future traffic volumes and patterns and agent requirements. It uses default service level percent (80%), service level time (20 second), and wrap-up time (15 second) values in calculating the agents required. These values can be changed in the resultant spreadsheet and the number of agents required can be recalculated. Forecast reports are configurable based on parameters on the Reporter Filter tab. These parameters include Service Level %, Service Level Time, Wrap Up Time, Agent Efficiency, Average Talk Time, Calls Offered, and time format. Supervisors can generate, print, email, and schedule Forecast reports in the CCMWeb reporting Website.

Data Collection Monitoring

The Network Monitor in Contact Center Client provides information on the status of media server real-time data collection. Network Monitor Alarms can be configured for notification if the MiContact Center Collector Service is not receiving data or if the server disk space is low. In Network Monitor, you can verify if the alarms are enabled for your media servers, and if the media servers are reporting any alarms. Network Monitor displays critical and warning alarms. Critical alarms are activated when Collector Service is not receiving data, the Enterprise Server disk space is low, and whenever the Enterprise Server is prevented from functioning optimally. Warning alarms are activated when license violations occur, when duplicate records are created, and for other non-critical issues. You can configure pop-ups, audio alerts, and emails to notify you of critical alarms.



Network Monitor provides information on the status of media server real-time data collection. You can verify if alarms are enabled for your media servers and if the media servers are reporting any alarms.

Database Programming

All MiContact Center Business voice and multimedia configuration and database programming is performed in the YourSite Explorer application. The YourSite database includes four application areas:

• Enterprise—used to configure enterprise-level settings, sites, and voice and Multimedia Contact Center media servers.

• Configuration— used to set up the YourSite database to mirror the information on your telephone systems.

• Schedules—used to create schedules and apply them to media servers, queues, alarms, and wall signs.

• Security—used to allow or restrict user access to specific areas of the MiContact Center Business software using security lists and security roles.

Configuring the YourSite Database You can configure the YourSite database in the following ways:

• Synchronization—if you have a 3300 ICP, you can synchronize the YourSite database with the queues, agents (including their skill level within each agent group), agent groups, agent skill groups, trunks, and extensions programmed on the telephone system using Synchronization. You can perform Synchronization on individual 3300 ICPs or all 3300 ICPs in your enterprise. If you have a 3300 ICP, you can synchronize the YourSite database with the trunks and extensions programmed on the telephone system using Synchronization. You can perform Synchronization on individual telephone systems or all telephone systems in your enterprise.

• Active Directory synchronization—if you specified the Windows Authentication model during installation, you can synchronize your system with Active Directory at any time from within YourSite Explorer. When you run Active Directory synchronization, employees in YourSite Explorer are synchronized with users in Active Directory groups. If you use Windows Authentication and Active Directory synchronization, users will not be prompted to authenticate themselves with a username and password when they start MiContact Center Business and MiVoice Analytics applications.

• Quick Setup—If you want to add a range of devices (such as employee groups or Make Busy Reason Codes, and teams) you can use Quick Setup.

• Comma-separated value (.csv) import—you can also add a range of devices (employee, employee groups, employee divisions, agents, agent groups, queues, queue groups, extensions, extension groups, extension divisions, trunks, trunk groups, DNIS, DNIS groups, Account Codes, Account Code groups, Make Busy Reason Codes, and teams) using .csv files.

• Manual configuration—you can also add devices one-at-a-time with manual configuration. Configuring Devices in YourSite Explorer YourSite Explorer simplifies data management by enabling you to configure and administer devices for MiContact Center Business and MiVoice Analytics in a single application. When device associations to device groups are updated in YourSite Explorer (whether the device is renamed, added, or removed), users have their 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. 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 MiContact Center User Guide. Recording Calls MiContact Center Business integrates with MiVoice Call Recording software to enable 24/7 call recording. Using MiVoice Call Recording, agents and supervisors can optionally record calls based on predefined schedules or on-demand as required. When a call recording is complete, a hyperlink to the recording is appended to call-specific Lifecycle reports.



For enhanced call security, MiContact Center Business also integrates with the Mitel Secure Recording Connector software to encrypt Voice over IP calls. MiVoice Call Recording can also optionally be used in conjunction with the Mitel Secure Recording Connector.

Services and Database Administration

Database administration consists of stopping and starting MiContact Center Business 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

• Backup and restore the YourSite database

• Summarize data (in order to produce a report)

• Configure the YourSite database

• Change the IP address universally

• Package support files to send to Mitel to resolve problems

• Control MiContact Center services



Chapter 5: Remote Site Deployments This section provides an overview of MiContact Center Business’ Remote Server and how it works. For more information, refer to the following topics:

• Overview

• Features

• Configuration

Overview

MiContact Center Business’ Network License option is included in the Contact Center Starter Pack. Network License provides MiContact Center Business Remote Server and multi-site contact center capabilities using a single-server configuration. You will require MiContact Center Business’ Contact Center Starter Pack 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. MiContact Center Business Remote Server enables you to collect data from co-located or geographically dispersed telephone systems. Remote Server files data from the remote media server to the local hard drive of the MiContact Center Business 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 MiContact Center Business Remote Server 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

In a co-located environment where the main MiVoice Business and MiContact Center Business Enterprise Server are at the same site, the MiVoice Business streams SMDR data over TCP/IP to the main MiContact Center Business Enterprise Server. In a distributed environment where the main MiContact Center Business Enterprise Server is co-located with one MiVoice Business and remote or second instance of the MiVoice Business:

• The local MiVoice Business (MCD/3300 ICP) streams SMDR data over TCP/IP to the main MiContact Center Business Enterprise Server.

• The remote MiVoice Business streams SMDR data over TCP/IP (WAN) to the main MiContact Center Business Enterprise Server. A Contact Center Network License to enable remote servers is required for data collection from the remote MiVoice Business.

Figure 10: Data Collection at Remote Sites on the MiVoice Business (3300 ICP)

Features

MiContact Center Business Remote Server has the following features:

• Multi-site contact center support

• ACD and SMDR data collection

• Statistic synchronization and storage

• Telephone system-neutral data collection



ACD and SMDR Data Collection

In multi-site enterprises, ACD and SMDR data is stored on the MiContact Center Business Enterprise Server. When the Enterprise Server is collocated with a MiVoice Business, it is recommended that you install a server at the remote site to ensure data integrity. If there is no server at the remote site and the WAN goes down, data is lost because of limited telephone system buffering. Data cannot be sent to the Enterprise Server for storage. If the WAN goes down when there is a server at the remote site, no data is lost. The remote server will buffer data until the WAN is restored and then send the data to the Enterprise Server.

Data Synchronization and Storage

All contact center statistics are automatically synchronized and stored on the MiContact Center Business Enterprise Server. This ensures accurate, multi-site historical reporting.

Telephone System-Neutral Data Collection Process

The data collection process is compatible with Mitel’s MiVoice Business platforms (MCD/3300 ICP). This compatibility enables the manager to collect data and run reports on contact centers with different Mitel telephone systems.

Requirements

If you are running additional applications on the same server, the hardware requirements will change. Consult the MiContact Center and Business Reporter System Engineering Guide for detailed requirements.

Configuration

The following figure illustrates a possible multi-site MiContact Center Business Contact Center Starter Pack configuration.

Figure 11: Possible Multi-Site Contact Center Configuration



Chapter 6: Resiliency This section provides an overview of MiContact Center Business’ resiliency capabilities and how they work. For more information, refer to the following topics:

• Overview

• Benefits

• Resiliency Support for Contact Center Applications

• Features

• Configuration

Overview

Resiliency is a network configuration, available with the MiContact Center Business Contact Center Starter Pack and MiVoice Analytics (Call Accounting & Business Reporter) that ensures the high reliability and availability of a communications system. The network configuration provides ACD agent resiliency and an immediate response to outages, and allows IP phones to remain in service in the event that their MiVoice Business controller fails. In the event of a controller or network failure, IP phones automatically switch over to re-register with a secondary MiVoice Business controller, so agents continue to receive calls. Resiliency also means in-progress voice communications are not disrupted during network or component failure. A resilient ACD configuration typically consists of a queuing gateway or gateways, a primary controller, and a secondary controller programmed within a cluster. The ACD paths are configured on the queuing gateways to direct calls to the resilient ACD agent groups that are configured on both the primary and secondary controllers. During normal operation, the queuing gateways direct the ACD calls to the primary agent controller. If the primary agent controller fails, calls are redirected to the secondary agent controller. The resilient agents and resilient agent groups fail over to the secondary agent controller and can process the incoming ACD calls. ACD paths are not resilient. However, you can achieve a level of ACD path resiliency by programming two paths with the same configuration information on separate controllers. You configure each path with a unique directory number within the cluster. MiVoice Business’ ACD Release 7+ (Release 9 is recommended) features support for virtual resilient ACD, including distribution of functions into agent controllers and queue controllers, either or both of which can be resilient.

Benefits

Contact centers often provide the primary customer-to-company interface. From a customer satisfaction and revenue perspective, downtime costs money. In other words, lost calls mean lost customers. Resiliency ensures that the contact center is always available. Contact centers that operate 24/7 cannot be taken offline. Resiliency enables sites to upgrade or service their phone systems while agents continue to take calls. ACD Resiliency enables seamless reporting and uninterrupted real-time monitoring during outages, so call data is not lost and supervisors can continue to monitor agent activity.

Resiliency Support for Contact Center Applications

The following MiContact Center Business applications support Resiliency:

• Interactive Contact Center: Computer Telephony Integration (CTI) control of agents while in failover mode. Paths may also be controlled, if they are on a live telephone system.

• Interactive Visual Queue: CTI control of callers in queue while in failover mode

• Contact Center Softphone: Softphone extension can fail from one telephone system to another.

• IVR Routing ports on the telephone system: IVR Routing ports can fail over to another telephone system. This is limited to MCD 5.0+, only.

• Hot desk extensions: Hot desk extensions can failover from one telephone system to another.

• Hot desk agents on the telephone system: Hot desk agents can fail from one telephone system to another telephone system



Features

Resiliency includes the following features:

• Calls in queue are not lost.

• Calls in progress are maintained.

• Callers are unaware of the outage or system event.

• Agent states are retained.

• Single points of failure are minimized. Resiliency includes the following features:

• Interactive Contact Center support is maintained on resilient telephone systems.

• Real-time monitors notify you of agents who are in failover mode.

• Reports convey agent performance without breaking up the shift. Calls in Queue Are Not Lost In the event of an outage impacting a primary agent controller, the calls in queue are not affected. Such calls are immediately directed to the failover controller. Calls in Progress Are Maintained Agents on calls are not interrupted if there is a network or controller outage. In the event of an outage, agents and customers remain on the line until they conclude their conversations. Only after a call ends does an agent’s phone automatically re-register with the failover controller. Callers Are Unaware of the Outage or System Event Failover occurs seamlessly. Customers do not experience any delay in service or interruptions while on calls with agents. Only after an agent hangs up does the agent’s phone re-register with the failover controller. Agent States Are Retained Agents do not have to log back in. Upon failover and failback, controllers maintain the agent states. Their states are retained, which means idle agents are ready to handle calls. Single Points of Failure Are Minimized The MiVoice Business resiliency solution is highly distributed, spreading trunk density and agents across several nodes. It provides a high level of agent resiliency and ensures that there is no single point of failure. Interactive Contact Center Support is Maintained on Resilient Telephone Systems Real-time monitoring and Interactive Contact Center agent and queue control are not affected. Real-time monitors notify you of agents who are in failover mode Supervisors can quickly identify agents as soon as their phones re-register with the failover controller. Real-time monitors indicate which agents have re-registered. Reports Convey Agent Performance Without Breaking Up the Shift MiContact Center Business applications provide seamless historical reporting and real-time monitoring through a network or controller outage when licensed with the Contact Center Starter Pack. The date and time of the primary controller is maintained to ensure reports are accurate.

Configuration

Resiliency configurations are classed based on the level of resiliency achieved:

• Basic ACD Resiliency

• Advanced ACD Resiliency

• Full ACD Resiliency

Basic ACD Resiliency

This section provides two basic ACD Resiliency configurations. Basic Configuration 1: Two Controllers – 90 Agents Divided Between Controllers (Recommended) Features of Basic Configuration 1:

• This configuration supports agent device resiliency.

• This configuration does not support Agent Skills Group resiliency.

• The E2T boundary limits the agent total to 128, depending on the controller variant, and whether a two-tier or three-tier topology is deployed.



As shown in the following figure, the ACD agents and paths are programmed on both 3300 ICP/MiVoice Business agent controllers, so that the PSTN calls are split evenly between the controllers. Each controller is both a primary and secondary agent controller in the event of a failure on either controller. This configuration enables automatic failover to the secondary agent controller, upon outage, and automatic return of the agents to the primary agent controller, upon its return to service.

Figure 52: Basic ACD Resiliency - Configuration 1

Basic Configuration 1: Two Controllers – All 90 Agents On One Controller Features of Basic Configuration 2:


• This configuration supports Agent Skills Group resiliency.

• The E2T boundary limits the agent total to 128, depending on the controller variant. all PSTN calls land on the queuing gateway and queue to ACD paths. The gateway also acts as a secondary agent controller in the event of a failure. This configuration provides automatic failover to the secondary agent controller, upon outage, and return of the agents to the primary agent controller, upon its return to service.



Figure 63: Basic ACD Resiliency - Configuration 2

Intermediate ACD Resiliency

This section provides two intermediate ACD Resiliency configurations. Intermediate Configuration 1: Three Controllers With Up to 180 Agents Features of Intermediate Configuration 1:


• This configuration supports Agent Skills Group resiliency.

• The E2T boundary limits the agent total to 128, depending on the controller variant. Additional gateways can be used to support a maximum of 350 agents.

• This configuration supports path resiliency. In the intermediate configuration shown in the following figure, calls are split evenly by the central office (CO) between the two 3300 Queuing Gateways where the paths are programmed. In this configuration, if one gateway fails, all incoming traffic can be diverted to the other gateway. If the Agent Controller fails, calls and agents are diverted to the secondary controller, which also serves as a queuing gateway. The ACD path calls queue on the gateways and are routed to the agent controller when agents become available. In Advanced Configuration 1, the second gateway is used for trunking and path resiliency rather than for incremental E2T.



Figure 74: Intermediate ACD Resiliency - Configuration 1

Advanced Configuration 1: Three Controllers With Up to 180 Agents Features of Advanced Configuration 1:

• Path resiliency

• Group resiliency, depending on how the resiliency groups are configured

• Agent device resiliency

• 180 agents, but additional gateways can be added to scale to a maximum of 350 agents. In the Advanced Configuration 2, shown in the following figure, the ACD paths and PSTN calls are split evenly between two queuing gateways, and all 250 agents are hosted on the agent controller. In this configuration, if one gateway fails, all incoming traffic can be diverted to the other gateway. ACD path calls queue on the gateways and are routed to the agent controller when agents become available. This configuration provides automatic agent failover to the secondary agent controllers (the queuing gateways), upon outage, and recovery back to the primary agent controller upon its return to service.



Figure 85: Intermediate ACD Resiliency - Configuration 2

Advanced ACD Resiliency

This section provides the recommended advanced ACD Resiliency configuration. Advanced Configuration 1: Four Controllers – One Primary, One Secondary Features of Advanced Configuration 1:

• This configuration supports path resiliency, group resiliency, and agent device resiliency.

• This configuration supports up to 700 agents, at 30 CPH when using an ISS as an agent controller. In the configuration shown in the figure below, the ACD paths are programmed on multiple queuing gateways, and the PSTN calls are split evenly between the gateways. If one gateway fails, all incoming traffic can be diverted to another gateway. The ACD path calls queue on the gateways and are routed to the agent controller when agents become available. This configuration provides automatic agent failover to the secondary agent controller, upon outage, and failback to the primary agent controller upon return to service.

Figure 96: Advanced ACD Resiliency - Configuration 1



Chapter 7: Virtual Contact Centers This section provides an overview of virtual contact centers and how they work. For more information, refer to the following topics:

• Overview

• Benefits

• Configuration

Overview

Networked ACD is based on ACD overflow functionality. Overflow permits a call originating in a particular geographic location to overflow to an agent on a different system in a different geographic location or overflow to an agent in a different skill group when all of the agents in the primary group are occupied. Traditionally, one of the limitations of networked contact centers has been that the overflow groups receive calls only when all of the agents in the primary group are busy. Also, networked contact centers are suitable for optimizing bandwidth usage (but not for evenly distributing calls, regardless of origination point, among geographically dispersed agents). Virtual contact centers address these limitations. Geographically dispersed agent devices can be registered on the same MiVoice Business agent Controller across an IP network, while agents separated by geographical boundaries can be placed in the common agent groups on the same controller. Calls are evenly distributed between agents based on which agents have been idle the longest, regardless of their physical proximity to the MiVoice Business Agent Controller on which they are registered or to other agents in their group.

Benefits

A virtual contact center can evenly distribute calls among agents in a specific agent group, irrespective of the agent’s geographic proximity to

• Other agents in their group

• The agent controller to which they are registered

Configuration

The following figure shows a sample resilient virtual ACD deployment in normal operation.

Figure 107: Resilient Virtual Contact Center - Configuration 1



In the following figure, the Agent Controller fails, causing agents to rehome to their secondary controller, which is local to them. A WAN outage initiates the same failover behavior. In this case their secondary controller also serves as a queuing gateway for path calls.

Figure 118: Configuration 1 - Failover to Local Secondary Controller

Resilient Virtual ACD

In a virtual ACD deployment, all agents are logged into and homed to the MiVoice Business at main site #1 (see the following figure). In an example call flow in this deployment, a call comes in at Main Site #1 and enters the ACD path on the MiVoice Business at the main site. The longest idle agent at the agent group at the main site, to which all agents belong regardless of geography, receives the call. The call could, if desired, overflow to another agent group.



Figure 19: Virtual ACD



Chapter 8: Flexible Reporting This section provides an overview of MiContact Center Business’ Flexible Reporting application and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

Overview

MiContact Center Business’ Contact Center Starter Pack provides over 425 reports, with the Workgroup Starter Pack providing a core subset of 125 reports. Flexible Reporting, included in both the Workgroup and Contact Center Starter Packs, enables you to combine voice data from multiple reports and design your own report templates using report headings from existing reports.

Benefits

Flexible Reporting provides contact centers with the following capabilities:

• Build reports that meet your specifications and business needs.

• Readily compare performance of multiple device types over a particular period.

• Focus on data that helps you manage your business effectively and efficiently.

• Save time by not having to select report preferences when you re-run reports.

• Know what custom reports will look like before you actually generate them.

Features

Flexible Reporting provides the following features:

• Create custom reports with an easy-to-use wizard interface.

• Select from existing column headings to build a report.

• Combine like-data across device types.

• Control column order.

• Customize column headings.

• Render reports in Excel .xls and Adobe .pdf formats.

• Select column headers for two or more devices and combine them in one report.

• Add your corporate or third party logo to reports.

• Produce customized reports on a scheduled or on-demand basis.

Create Custom Reports With An Easy-to-use Wizard Interface

Create customized reports with existing statistics (column headings) using the Flexible Reporting wizard. The wizard guides you through the process of building custom reports.

Select From Existing Column Headings to Build a Report

Select from existing column headings to build a report that includes only the column headings you require. Position the columns in the order that suits your reporting needs.

Combine Like-data Across Device Types

Select column headers for two different devices and combine them in one report. For example, select "by period" column headings for agents and queues and combine them in the same report.

Control Column Order

Arrange the columns in the order in which you want to view the statistics.

Customize Column Headings

Specify the names of statistics (column headings) so they are meaningful to your department, business, and industry.



Render Reports in Excel .xls and Adobe .pdf Formats

After you run a report in Flexible Reporting, you can export the report to Microsoft Excel .xls or Adobe .pdf format and customize it to suit your business needs. Exporting to .pdf eases file sharing as Adobe Reader is a product that can be obtained free of charge and used by anyone.

Select Column Headers for Two or More Devices and Combine Them in One Report

You can select “by period” column headings for agent groups and queue groups and combine them in the same report, enabling you to report on multiple devices in one report.

Add Your Corporate or Third-party Logo to Reports

Create personalized, professional-looking reports to send to customers.

Produce Customized Reports on a Scheduled or On-demand Basis

Create and then save customized report templates so you can reproduce them at any time, either on a scheduled or on-demand basis.

Figure 20: Custom Calculation Example in Flexible Reporting



Chapter 9: Interactive Contact Center This section provides an overview of Mitel Interactive Contact Center and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

• Configuration

• Telephone System Hardware and Software Requirements

Overview

Mitel Interactive Contact Center, included in both the MiContact Center Business Workgroup and Contact Center Starter Packs, enables supervisors to control the availability of agents and ACD paths in response to changing call volumes. Using Interactive Contact Center, supervisors can control agents and paths using the following methods:

• Manually o Supervisors can control the availability of agents and enable Do Not Disturb on specific paths,

diverting callers to alternative answering points in Contact Center Client. o Agents can control their own states in Contact Center Client.

• Using a schedule o Supervisors can schedule paths to automatically open or close based on business hour schedules.

• Using a path control plan o Supervisors can set and remove queues from Do Not Disturb automatically based on predefined

criteria. Each path control plan monitors one path and, based on the activity of the monitored path, either places the path in or removes the path from Do Not Disturb.

NOTE: Interactive Contact Center works in conjunction with MiContact Center Business to give supervisors more control over their agents’ states and to give agents more control over their own states.

Benefits

Interactive Contact Center functionality:

• Provides support for an immediate response to changing call volumes

• Ensures that contact center resources are effectively deployed

• Responds to and controls situations involving individual agents and/or groups of agents

Features

Interactive Contact Center includes supervisor- and agent-specific features:

• Real-time agent state control

• Real-time path control

• Scheduled path control

• Path control plans

• Enhanced agent shift reporting

Real-time Agent State Control

Using Interactive Contact Center and Contact Center Client, supervisors can log agents on and off, move agents from quiet paths into busier paths, and place agents in Make Busy or Do Not Disturb. Supervisors can control and deploy agents instantaneously to respond to call volumes and allow agents to take breaks while maintaining coverage for their position. Using Interactive Contact Center and Contact Center Client, agents can control their call states from their desktops in Contact Center Client. Agents can log themselves on and off, place themselves in and remove themselves from Do Not Disturb, and apply Make Busy Reason Codes. Agents can instantaneously respond to changing call volumes to meet service level objectives.



Real-time Agent Group Presence Control

Mitel MiVoice Business (MCD 4.0 SP2 and 4.1 and greater) enables agents to be programmed with a single agent ID that can be associated with multiple agent groups allowing agent presence to be controlled "on the fly" using a phone set Feature Access Key, soft phone Feature Access Code, or Interactive Contact Center. Using this enhanced functionality, agents no longer need to log out and back into the system using a different agent ID in order to change their presence in agent groups, as was previously required. Agent ACD hot desk prime lines remain in service while they are logged in as ACD hot desking users, even if they are not present in any of their associated agent groups and not receiving ACD calls. When logged into Contact Center Client, agents can dynamically change their presence in any of the agent groups they are members of using Interactive Contact Center. Optionally, supervisors can dynamically change the presence of agents in agent groups using Interactive Contact Center. Agent group presence functionality requires the correct telephone system Class of Service settings and MiContact Center Business security settings.

Scheduled Path Control

Supervisors can pre-schedule paths to open or close, based on the business’ hours of operation. Path control schedules open queues during business hours and close them after business hours. This feature eliminates the need to open and close paths manually.

Path Control Plans

The supervisor can place paths in and remove paths from Do Not Disturb automatically, based on predefined criteria. Each path control plan monitors one path and, based on the activity within the path, either places it in or removes it from Do Not Disturb.

Enhanced Agent Shift Reporting

Make Busy Reason Codes are configured in the telephone system and agents enter the codes on their phone sets, in Contact Center Client, or within the Mitel Ignite Client to enter Make Busy. Agents can select Make Busy Reason Codes from their desktops in Contact Center Client/Ignite. With MiContact Center Business, there can be up to 99 user-defined Make Busy Reason Codes. Supervisors can run historical reports on the Make Busy Reason Codes programmed and used by agents. The historical reports indicate why agents used Make Busy and the duration for which they used it. The following figure illustrates how a supervisor places an agent in the Make Busy state using a Make Busy Reason code.



Figure 21: Using Make Busy Reason Codes in Interactive Contact Center

Telephone System Hardware and Software Requirements

The following table lists the MiVoice Business (MCD/3300 ICP) hardware and software components required for Interactive Contact Center.

COMPONENT MIVOICE BUSINESS COMPONENT

Interactive Contact Center software Required

MiTAI/HCI - Basic Telephony Feature package software option

Required

MiTAI/HCI - Advanced Telephony Feature package software option

Required

Mitel Applications Capacity Level (MiTAI/HCI Traffic) Option Required

Class of Service Options Assignment Form – Group Presence Control

Required

Class of Service Options Assignment Form – Group Presence Third-Party Control

Required



Chapter 10: Interactive Visual Queue This section provides an overview of Interactive Visual Queue and how it works. For more information, refer to the following topics.

• Overview

• Benefits

• Features

Overview

Interactive Visual Queue, included in both MiContact Center Business Workgroup and Contact Center Starter Packs, works in conjunction with Interactive Contact Center to enable supervisors and agents to monitor calls within queues and then move calls from busy queues to less active queues using a drag-and-drop operation.

Benefits

Interactive Visual Queue enables supervisors and agents to see caller-associated information, redirect calls between queues, and enjoy the benefits of integration with other applications.

Detailed Caller Information

Detailed information for each call enables supervisors and agents to:

• Identify key customers and ensure that these priority calls are answered in a timely manner

• View the priority and answer positions of calls

• Track the number of times a call has changed queues

• Identify callers who have been waiting in the system or in the current queue for an extended period of time

Call Redirection

Calls can be moved between queues in two ways. You can configure queue settings on the telephone system to automatically move a call from one queue to another after a specific duration or you can manually redirect a call from a queue to another queue or a dialable number. Controlling calls enables supervisors to:

• Minimize caller wait time

• Ensure that priority calls are answered first

• Provide an immediate response to changing call volumes

• Disperse calls effectively

Integration with Other Applications

Interactive Visual Queue works in conjunction with Interactive Contact Center and Contact Center Client to enable:

• Supervisors to benefit from single-point administration of extensions, agents, and other devices

• Agents and supervisors to view queue activity and the availability of team members and act quickly to serve callers with current resources

• Agents and supervisors to control ACD calls, agents, and queues to provide premium service to preferred customers by ensuring priority calls are answered first

Features

Interactive Visual Queue includes the following features:

• Detailed call statistics

• Contact prioritization

• Single-point data administration

• Integrated agent control

• Integrated real-time presence

• Ability to send a call in queue to a specific dialable number



Detailed Call Statistics

Using Interactive Visual Queue, agents and supervisors have access to the following information:

• Position (#)—the answer position relative to other calls in the queue

• Caller Number—the originating phone number of the call

• Caller Name—the name associated with the phone number (if available)

• Priority—the priority of the call in the queue (the lower the number, the higher the priority)

• Time Offered to Queue—the time the call entered the current queue

• Time in Queue—the call's total time in the current queue

• Time Offered to System—the time the call first entered the system

• Time in System—the call’s total time in the system

• Queue Hops—the number of times a call has changed queues

• Call ID— a unique identification number that is assigned by the telephone system to the call

Contact Prioritization

Interactive Visual Queue provides contact prioritization, enabling the agent or supervisor to

• Move calls between queues (that are associated with different agent groups) to balance the call load

• Move calls from low-priority queues to high-priority queues, or vice versa, to change their answer position

• Forward calls to extensions, callback ports, voice mail ports, or other answer points

Single-point Database Administration

Supervisors benefit from single-point data administration. Because Interactive Visual Queue is automatically updated with any database changes, agents always have the latest information at hand.

Integrated Agent Control

Interactive Visual Queue and Interactive Contact Center provide integrated control of ACD calls, agents, and queues. A supervisor can temporarily place agents in Make Busy or Do Not Disturb, or place queues in Do Not Disturb to enable priority calls to be answered first. Using Interactive Visual Queue, agents can readily control their availability and inform other agents of their whereabouts with Make Busy Reason codes. Agents can log on and off, place themselves in and remove themselves from Do Not Disturb, and select Make Busy Reason codes.

Integrated Real-time Presence

Interactive Visual Queue and Contact Center Client share the same user interface. Supervisors can view ACD queue conditions and the real-time activities of team members before transferring calls to them. Supervisors can create alarms to measure thresholds in the Interactive Visual Queue monitor. For example, an alarm can be set that causes a row to change color when a call is received from a high-priority customer.

Ability to Send a Call in Queue to a Specific Dialable Number

An agent can select a queued call on the Interactive Visual Queue monitor and forward it to a specific dialable number, for example, an extension, callback port, or voice mail port. Agents can forward calls directly to their own soft phone extensions by selecting Send to=>Me.



Figure 22: Interactive Visual Queue Monitor Showing Calls Queued, Abandoned, and Callbacks



Chapter 11: Contact Center PhoneSet Manager & Softphone This section provides an overview of Mitel Contact Center PhoneSet Manager and Mitel Contact Center Softphone and how they work. For more information, refer to the following topics:

• Overview

• Benefits

• Features

Overview

For businesses that do not use MiCollab client as a softphone or phone set manager, MiContact Center Business offers Contact Center PhoneSet Manager (included in both Workgroup and Contact Center Starter Packs) and Contact Center Softphone (available as an add-on to either Starter Pack) provide ACD agent functions and enable agents to use their desktop computers as IP-based phones. Contact Center PhoneSet Manager and Contact Center Softphone are designed for the MiVoice Business telephone system (5212, 5215, 5220, 5224, 5312, 5320e, 5324, 5330, 5330e, 5340, 5340e, 5360, and 59xx).

Benefits

Some of the benefits of Contact Center PhoneSet Manager and Contact Center Softphone include:

• Improved first contact resolution

• Increased efficiency and productivity

Features

Contact Center PhoneSet Manager and Contact Center Softphone include the following features:

• Time-saving features

• 5020 IP Phone display features and menus

• Telephony functions

• Support for Personal Identification Number (PIN) functionality

• Call notes

• Single-point data administration

• Integrated agent control

• Integrated real-time presence

• Integrated call control and prioritization

• Pre-announcement messages

• Silent monitoring

• Report creation on calls tagged with account codes and call classification codes

• Support for hot desking agents

• Support for home-based and remote employees

• Resiliency

Time-saving Features

Contact Center PhoneSet Manager and Contact Center Softphone boost ACD agent productivity while optimizing desktop real-estate use. They provide the following time-saving features and productivity enhancements:

• Agents perform all agent actions from within one application on their desktops rather than on their phone sets

• Automated actions allow agents to perform actions using fewer steps

• Customizable user interface, configurable ring tones, shortcut keys for telephony features, pre-programmed call forward destinations, and speed call numbers

• Pop-up windows, click to select telephony options, and pick lists (with contacts for transferring and conferencing calls, account codes, call classification codes, and Make Busy Reason codes)

• Contact Center PhoneSet Manager and Contact Center Softphone are embedded in the task bar for quick access. The Contact Center PhoneSet Manager and Contact Center Softphone menus are available in the System Tray

• Unified address book: Contact Center PhoneSet Manager and Contact Center Softphone users can access YourSite database phone extensions and Outlook Personal Contact or

• Global Address List phone numbers during call handling



5220 IP Phone Display Features and Menus

Contact Center Softphone incorporates the Mitel 5220 IP Phone superkey and phone book functionality. The Contact Center Softphone user interface (UI) closely resembles the 5220 IP Phone. The UI displays Redial, Cancel, and Message buttons and provides hyperlinks that emulate the 5220 IP Phone soft buttons used to navigate the 5220 IP Phone menu system.

Telephony Functions

Using Contact Center PhoneSet Manager or Contact Center Softphone, agents can readily answer calls or forward them to extensions or phone numbers. Agents can select people from contact and speed dial lists, and perform the following actions: Redial, Transfer, Conference, Mute, Forward, Request help, Hold, Retrieve, Split, Swap, Camp on, Leave a message, Retrieve a message, Call me back, Hang up, and Cancel.

Support for Personal Identification Number (PIN) Protection

Similar to general hot desk user logins, ACD hot desk agent logins now offer the ability to password protect the agent login with a PIN. Contact Center PhoneSet Manager and Contact Center Softphone now prompt users participating in the use of PINs to enter their PIN upon login. Hot desk users who use Interactive Contact Center to login will also be prompted for their PIN. However, supervisors who use Interactive Contact Center to login agents will not be prompted for the agent’s PIN as they will have a higher permission level, controlled by Class of Service, which does not require them to specify PINs when using interactive agent controls. Contact Center Client users who do not want to participate in the use of PINs will continue to operate as usual. Supervisors marked as Advanced or Premium supervisors are not prompted to enter a PIN when logging in to the system.

Call Notes

When agents are speaking with customers, they can add notes to calls to share with other contact center employees involved in the call. This ensures agents and supervisors have context for calls and know what information has been provided to customers upon call transfer. When a call is being transferred to an agent or supervisor, the soft phone pop-up displays the most recent note associated with the call. When the agent answers the call, Contact Center Client appears on top of all other open applications and displays the Call Notes monitor. The monitor includes all of the call notes associated with the current call. Agents can add notes each time a call is transferred and agents on conference calls can add notes simultaneously. Each set of notes includes the agent’s name and a date/time stamp. When an agent completes a call and answers a new call or closes the Call Notes monitor, all call note information is saved and appended to the Lifecycle reports.

Single-point Data Administration

Managers benefit from single-point data administration. Contact Center PhoneSet Manager and Contact Center Softphone are automatically updated with any database changes, so agents always have the most recent information at hand. Contact Center PhoneSet Manager and Contact Center Softphone provide pick lists for the account codes, call classification codes, extensions, agents, and Make Busy Reason codes configured in YourSite Explorer.

Integrated Agent Controls

Using Contact Center PhoneSet Manager or Contact Center Softphone, agents can readily control their availability and inform other agents of their whereabouts with Make Busy Reason codes. Agents can log on and off, place themselves in and remove themselves from Do Not Disturb, and select Make Busy Reason codes.

Integrated Real-time Presence

Contact Center PhoneSet Manager and Contact Center Softphone integrate with Contact Center Client to provide real-time presence. Supervisors can readily identify which employees are idle and process calls efficiently from within Contact Center Client. They can open an agent, employee or extension monitor, or the Queue Now monitor and right-click an agent to transfer a call to the agent.

Integrated Call Control and Prioritization

Contact Center PhoneSet Manager and Contact Center Softphone integrate with Interactive Visual Queue to provide integrated call control and prioritization. On an Interactive Visual Queue monitor, a user can identify callers waiting in



queue and view their answer priority and wait time. They can select a queued call and answer it, or forward it to an extension, callback port, voice mail port, or other answer point.

Pre-announcement Messages

Agents using any device (including Contact Center PhoneSet Manager, Contact Center Softphone, MiCollab, etc.) can record introductions that are played to callers, for example, "Hi. This is Paul Jones in Customer Support. Could you please tell me your customer site key?” The introduction that is played is based on the queue the call arrives on and the time of day it is received. The recorded message provides customers with a consistent greeting and gives the agent extra time to retrieve customer information. Pre-announcement messages can be stopped at any time. Default agent workflows in IVR Routing enable personalized greetings, recorded by agents, to be automatically played to customers when incoming ACD calls are answered. Agents can record multiple greeting messages and assign them to different queues, or use the same greeting message for all queues. Additionally, you can use agent workflows to add a whisper announcement to the agent when they answer an inbound call, providing them with useful information (i.e. queue info, customer info) before handling the call. Both are included with base software and are deployed independently of IVR licensing. Pre-announce is a server based implementation allowing support across all phone devices and requires configuration of agent greeting ports connected to the same MCD as the agents While pre-announce functionality does leverage IVR ports, it does not use IVR licensing. While pre-announce ports are included free and unlimited with MiContact Center Business, ports used for pre-announce do count towards the maximum of 120 ports that can be supported per MiVoice Business platform and customers must adhere to the System Engineering Guidelines. Pre-announce ports leverage MiVoice Business conference and whisper/coach functionality, and as such, is only supported on ISS or virtual instances of MiVoice Business.

Silent Monitoring

Silent monitoring enables a supervisor to listen to calls answered by an ACD agent or agent group. The agent and caller do not hear the supervisor. However, the agent’s telephone display may indicate that the call is being monitored. At any time during the silent monitor, the supervisor can conference into the monitored conversation and either take over the call or assist the agent if required. Silent monitoring enables supervisors to assess agent performance and provide real-time coaching or training.

Report Creation on Calls Tagged with Account Codes and Call Classification Codes

Supervisors can generate reports on calls tagged with account codes and call classification codes. They can assess the impact of advertising campaigns and see the distribution of inquiries across products and services.

Figure 23: Softphone Toolbar in Contact Center Client

Support for Hot Desking Agents

Contact Center PhoneSet Manager and Contact Center Softphone support hot desking agents. When an agent is configured as a Mitel hot desking agent, the agent can sit at any extension on the network and log on to the extension. After the agent is logged on, the agent takes control of the extension. The agent's Contact Center Client and soft phone real-time profile settings are available.

Support for External Hot Desking, Home-based, and Remote Employees

When an agent is configured as an external hot desking agent, they are associated with any external dialable number, enabling the system to ring an agent working remotely. Using Mitel Border Gateway Connector, external hot desking agents can use the full suite of Contact Center applications. In order to fully integrate with the contact center, external hot desking agents requires a phone or USB headset (for soft phone), a computer, a router, and a high-speed Internet connection.



Home-based agents, remote agents, and supervisors can perform telephony functions without the use of a Virtual Private Network (VPN) using Mitel Border Gateway Connector and Contact Center Client. They can use IP desk phones, automate desk phones using Contact Center PhoneSet Manager, or use Contact Center Softphone, which provides complete desk phone functionality.

Resiliency

Contact Center PhoneSet Manager and Contact Center Softphone support resiliency which provides uninterrupted ACD telephony service during network and power outages. For more information regarding resiliency, see Resiliency.



Chapter 12: Workforce Scheduling This section provides an overview of Mitel Workforce Scheduling and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

Overview

Workforce Scheduling is an optional client/server application available for MiContact Center Business that is turned on with the optional Workforce Scheduling Standard Agent license. This capability is licensed by agent, on a named agent basis. Workforce Scheduling works in conjunction with MiContact Center Business to intelligently schedule agents. This application enables you to automatically schedule agents to meet forecasted activity levels based on shift, daily, weekly, and monthly time periods. You can build schedules, based on the call load predicted by the Forecasting tool, and efficiently schedule agents by assigning tasks to them based on their skill sets. Workforce Scheduling enables you to optimize employee resources, reduce the time required to schedule employees by up to 75%, and respond quickly and efficiently to planned and unplanned employee schedule changes. Workforce Scheduling helps to ensure you have the right agents at the right place at the right time. Workforce Scheduling enables you to perform the following tasks:

• Schedule agents—you can schedule agents, their lunches, breaks, and unavailable time. You can manage complex work schedules, time off, jobs/tasks, breaks/lunches, and availability from one user interface based on your business rules. You can assign jobs to specific employees and track job costs. You can schedule employees part time or full time, and for split shifts and recurring shifts.

• Set proficiency requirements—you can automatically assign employees to shifts according to skill sets and proficiency levels. In addition, you can set proficiency requirements for different jobs. For example, you may require someone who speaks French fluently, holds an Emergency Medical Technician certification, has a Class III driver’s license, or has completed your company's required training course. When you assign a job to a particular employee, Workforce Scheduling compares the skills required to do the job with the employee’s skill set, and assigns the job to the employee only if the employee is suitably qualified.

• View schedules—you can instantly view and control budget impact and overtime hours resulting from schedule changes. The timebar view updates each employee’s schedule information as you make changes. You can easily adjust your schedule by dragging the timebars or by typing information in the schedule details pane. You can view a time range from 12 hours to one month.

The MiContact Center Business Forecasting application predicts the call load based on historical data, average talk times, wrap-up times, and service level objectives. Workforce Scheduling uses forecast data to schedule agents, which optimizes coverage and labor costs. You can use the Forecasting application to generate run-on-demand forecast agent work schedules. Forecasting uses the industry-standard Erlang C formula to access historical telephone system data and calculate the number of agents required to achieve a customer-defined service level. For example, you may want to calculate the number of agents required to answer 80% of calls in 30 seconds based on last month’s call volume. The resulting forecast schedule is formatted and displayed as a standard report in Microsoft Excel.

Schedule Adherence

Schedule Adherence is an optional application included with the Workforce Scheduling license that enables supervisors to see what agents are doing in relation to what is scheduled and quickly identify areas of non-adherence. For more information, see Schedule Adherence.

Employee Portal

Employee Portal is an optional application included with the Workforce Scheduling license that enables employees to make scheduling requests and schedulers to view employee requests, perform what-if scenarios, quickly approve or deny requests, and automatically update the schedule using an online user interface. For more information, see Employee Portal.



Benefits

Workforce management enables you to:

• Save time with automatic scheduling.

• Anticipate call volume with forecasts to eliminate over and understaffing.

• Forecast staffing requirements to meet service level objectives.

• Customize shift patterns and balance offline work to accommodate a fluctuating workload.

• Consider employee skill sets and individual preferences to produce optimal schedules.

• Use data from reports to assist with performance reviews and training.

Features

Workforce Scheduling includes the following features:

• Automatic schedules

• Skill-based schedules

• Customized agent schedules

• Easy-to-use interface

• Multi-client support

• Accrual-based time-off planning

• Reporting

Automatic Schedules

To save time, you can automatically generate schedules with Schedule Builder. Once Schedule Builder knows how many agents to schedule, it then considers the following business rules to define how the schedule is created:

• What are the business hours of operation?

• What is the shift type? For example, does the company use split shifts?

• Are there breaks? If so, when do they occur and how long are they?

• Are breaks covered? Is another employee replacing the employee who is taking a break?

• Are employees scheduled to perform the jobs that need to be completed?

• Do you use employee filtering, so that the employee who best suits the schedule is selected first?

• Are all employees included in the pool of available agents? Which employees are included or excluded?

• Do you want to override the minimum or maximum hours the employee can work?

• Do you want to override the times the employee is unavailable?

• Which is more important to the company: o That shifts fit the schedule? o That employee shift preferences are met?

When Schedule Builder is used in conjunction with the Forecasting application, you can avoid the costs and payroll expenses incurred by scheduling too many agents. You can load historical data and modify performance variables, such as average talk time and agent efficiency, to project scheduling needs. This ensures your contact center has the optimal number of agents scheduled to serve customers. The Schedule Builder Wizard can be used to automate the scheduling process by guiding you through the steps required to generate intelligent schedules.

Skill-based Schedules

When you select Employee Filtering, Schedule Builder ensures that the agent who best suits the schedule is selected first. You can filter the agents selected by Schedule Builder by agent group, by skill, and/or by employee. Skill-based schedules enable supervisors to ensure that service levels are met by having the right agents logged in at the right time. The following figure illustrates a schedule with a description of employees and their shifts.



Figure 24: Workforce Scheduling - Employees and Shifts

Customized Agent Schedules

You can create customized schedules based on agent availability and shift preferences. Tailoring schedules to the individual needs of agents can increase employee morale and reduce turnover by ensuring flexible, consistent schedules.

Easy-to-use interface

Workforce Scheduling’s streamlined configuration reduces the amount of time schedulers spend creating and updating schedules. It provides tools for quickly building, updating, and mass replicating schedules. You can readily convert an agent’s scheduled shift to unavailable time, locate staff replacements, and optimize the placement of breaks and offline work in relation to the forecasted demand or budget constraints. You can also assign offline work to agents based on their level of expertise.

Multi-client Support

Workforce Scheduling supports multiple users and roles, such as scheduler, supervisor, and employee. This enables a user to work on multiple schedules or multiple users to work on schedules simultaneously.

Accrual-based time-off planning

Accrual-based time-off planning automatically tracks agent hours and accrued time-off. It ensures agent time-off is scheduled for minimal impact on contact center staffing levels, operations, and service level objectives.



Reporting

Workforce Scheduling integrates with MiContact Center Business’ reporting capabilities to provide a variety of reports. Using MiContact Center Business’ familiar user interface, you can manage, schedule, and automatically email Workforce Scheduling reports to employees.



Chapter 13: Schedule Adherence This section provides an overview of Mitel Schedule Adherence and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

Overview

Schedule Adherence is an optional application included with the Workforce Scheduling Standard Agent license that works in conjunction with MiContact Center Business and Workforce Scheduling. Schedule Adherence resides in the Contact Center Client real-time monitors and enables you to view the real-time state of contact center agents scheduled in Workforce Scheduling. Schedule Adherence compares the current activities of agents to the configured schedule and provides alerts in real-time when agents are out of adherence. Agents are considered out of adherence if they are early or late for their scheduled events or if they are not performing scheduled activities. Supervisors need to know what their agents are doing in relation to what has been scheduled. They need to know how many agents are available to receive incoming contacts, how many agents are on break, and if the agents on break have activated Make Busy or Do Not Disturb. With Schedule Adherence, supervisors can quickly identify instances of non-adherence and take corrective actions. Workforce Scheduling creates daily schedules for your contact center by assigning shifts, breaks, lunches, and jobs to each employee in your business. Schedule Adherence builds adherence parameters from scheduled events including the start and end of shifts, breaks, lunches, and jobs and associates them to ACD contact center events. For example, Schedule Adherence can associate an agent’s start of shift event to a login event on the phone set.

Benefits

The following are some of the benefits of Schedule Adherence:

• Schedule Adherence helps ensure agents are in the right queues performing the right tasks.

• Schedule Adherence enables supervisors to quickly answer the following questions: o Which agents are not adhering to schedules? o Which agents are not working efficiently? o What is the real-time voice status of agents? o Which agent has been out of adherence the longest?

• Schedule Adherence helps supervisors evaluate service levels and resource allocation: o Determine if the Service Level is decreasing due to out of adherence agents. o Take corrective action with agents who are out of adherence. o Review events that precede instances where agents are out of adherence. o Score agents and provide them with feedback.

Features

Schedule Adherence includes the following features:

• Real-time agent information displayed in a familiar user interface

• Adherence Detail Grid monitor

• Adherence Timebars monitor

• Adherence reports

• Customizable adherence alarms

Real-time Agent Information Displayed in a Familiar User Interface

For ease of use, Schedule Adherence resides in the familiar Contact Center client user interface. Schedule Adherence includes two Contact Center Client monitors that enable supervisors to monitor agent adherence in real time.

Adherence Detail Grid Monitor

The Adherence Detail Grid monitor provides a drill-down view of agent scheduled activities, expected states, and event totals. It enables you to easily compare expected agent states and actual agent states in real time.



The Adherence Detail Grid monitor displays:

• State (in or out of adherence)

• Expected state and actual state

• Scheduled start and actual start

• Scheduled end

• Current and total out of adherence time

• Shift time

• Out of adherence percent

Figure 25: Adherence Detail Grid Monitor

Adherence Timebars Monitor

The Adherence Timebars monitor provides a schedule time bar, based on the agent time bar and event colors configured in Workforce Scheduling, for each agent’s scheduled activities. The Adherence Timebars monitor displays adherence to schedule, out-of-adherence alarms, and the current time. The current time is identified by a green line on the employee timebar and past events are shaded purple.

Figure 26: Adherence Timebars Monitor

Adherence Reports

Adherence reports are produced in Microsoft Excel format. Supervisors can use the data in these reports to coach and provide feedback to agents and to determine agent efficiency levels. The following reports are available:

• Employee and Employee Group Adherence Trace

• Employee Group Time Out of Adherence by Employee by Day of Week

• Employee Group Time Out of Adherence by Day of Month

• Employee Group Adherence by Period



Customizable Adherence Alarms

Out-of-adherence alarms alert supervisors to take immediate action to ensure service levels are not affected. You can set alarms on either the Adherence Timebar monitor or on the Employee State by Position/Time monitors. You can define colors to represent tolerance thresholds (in minutes) for adherence parameters. Timebar events change color to alert you to instances of non-adherence.



Chapter 14: Employee Portal This section provides an overview of Mitel Employee Portal and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

Overview

Employee Portal is an optional application included with the Workforce Scheduling Standard Agent license. Employee Portal is an online scheduling tool that employees can use to make scheduling requests, such as trading or taking other’s shifts and requesting schedule changes and time off. Supervisors can use Employee Portal to view employee scheduling requests and perform what-if scenarios to understand the impact of approving or denying these requests. Once a supervisor has approved or denied a request, the schedule is automatically updated. Employee access to specific areas of Employee Portal is controlled by YourSite Security options.

Benefits

Employee Portal increases employee morale and reduces turnover by offering flexible, consistent schedules that take employee preferences into account. Efficiency is increased because employees can readily communicate scheduling requests to supervisors and supervisors can use what-if scenarios to help them decide whether to accept or deny schedule requests. Employee Portal expedites the time it takes to process employee requests and update schedules, saving time while producing accurate yet employee-friendly schedules.

Features

With Employee Portal, employees can

• View and trade shifts

• Communicate schedule preferences

• Request changes to schedules for time off, shifts, and availability With Employee Portal, supervisors can

• View employee requests

• Perform what-if scenarios

• Quickly approve or deny requests

• Automatically update schedules The following figure shows the Employee Portal Web-interface, where employees can:

• View schedules and offer shifts for take or trade on the Bulletin board

• View any pending scheduling requests

• Request time off

• Request availability changes

• View important messages from supervisors and other employees on the Home page



Figure 27: Employee Portal Web Interface



Chapter 15: Contact Center Screen Pop This section provides an overview of Contact Center Screen Pop and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

Overview

Contact Center Screen Pop, included with both Workgroup and Contact Center licensing, integrates with MiContact Center Business to launch applications or Web pages when agents answer calls. By default, Contact Center Screen Pop either launches Microsoft Outlook contact information or a caller-specific Inbound Trace report Web page. Alternatively, Contact Center Screen Pop can launch a Web page or application you create. Contact Center Screen Pop enables agents to automatically receive caller information via pop-ups on their computer monitors when they receive calls. Contact centers can generate personalized pop-ups for each caller using a customer database. The pop-ups can display the caller name, DNIS (the telephone number the caller dials), ANI (the telephone number of the caller), the queue from which the call originated, and caller entered digits (digits the caller enters for identification purposes), such as a customer site key.

Benefits

Contact Center Screen Pop enables you to:

• Enhance agent efficiency by providing agents with caller information before they answer calls

• Quickly identify callers and answer or transfer calls accordingly

• Customize Contact Center Screen Pop to display customer information most important to your business

• Provide agents with customer call history and journal entries so they can provide enhanced customer service

Features

Contact Center Screen Pop includes the following features:

• Access to detailed caller information

• Customizable display options

• Seamless Customer Relationship Management (CRM) integration

Access to Detailed Caller Information

When an ACD call arrives, Contact Center PhoneSet Manager or Contact Center Softphone provides the agent with a pop-up window that contains the caller’s name and the queue name or number (for ACD calls). With Contact Center Screen Pop, you can display additional information such as the DNIS, ANI, and caller entered digits. With caller information readily available, agents can identify callers and know whether to answer or redirect calls.

Customizable Display Options

With the help of Professional Services, you can use your company’s existing customer database to customize the data that appears in the pop-up. With detailed customer information at hand, agents can reduce the amount of time required to serve callers and increase the efficiency of your business.

Seamless Customer Relationship Management (CRM) Integration

With the purchase of the CRM connector, Contact Center Screen Pop can launch a CRM application or Web page. Agents view both the pop-up and the CRM database or Web page simultaneously and gain access to relevant caller and account information before they answer the call.

Enhanced Agent Support

The Contact Center Screen Pop Inbound Trace report Web page enables agents to create, view, and edit journal entries and make educated decisions when answering or redirecting calls. This minimizes instances of customers repeating the same information over and over again.



Chapter 16: CTI Developer Toolkit This section provides an overview of Mitel Computer Telephony Integration (CTI) Developer Toolkit and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

• Configuration

Overview

CTI Developer Toolkit is a software development tool, available in both Workgroup and Contact Center licenses, which enables in-house developers to:

• Automate processes and information sharing within their business

• Use up-front caller data from third-party IVR applications

• Build powerful client-side design interfaces to automate agent computers and telephones

• Integrate Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems or any OBCD compliant database with MiContact Center Business

Benefits

The CTI Developer Toolkit enables business to easily create customized applications and integrate with their back-office CRM and ERP systems to leverage existing infrastructure and maximize Return on Investment.

Features

CTI Developer Toolkit offers server and client-side programmable, Visual C#, .NET dynamic link libraries (DLLs) that can be used in any .NET (release 2.0+) application or website. DLLs provide:

• Notification of call received events

• Storage and access to call detail information

• Call control CTI Developer Toolkit is shipped with a test application that enables in-house developers to verify their programming before making any custom work live on their system. The test application includes source code, to help developers understand how code can be written for their own custom applications. CTI Developer Toolkit also includes a Windows CHM help file that documents the methods and properties that are programmatically exposed by the Application Programming Interface (API).

CTI Developer Toolkit – Server DLL

The CTI Developer Toolkit - Server DLL

• Enables you to gather and send call detail information to the client DLL.

• Gathers caller information from the PSTN, IVR Routing, third-party IVRs, database lookup, etc.

• Enables caller data to be stored in the MiContact Center Business database with a unique ID and to be included in call records

• Stores user-defined caller information which can be accessed and displayed on agent desktops

CTI Developer Toolkit – Client DLL

CTI Developer Toolkit - Client DLL receives call records from the contact center, such as ANI/DNIS (from the PSTN), Collect Caller Entered Digits (from IVR Routing), and other caller data from third-party IVRs. CTI Developer Toolkit - Client DLL can be used to:

• Screen pop an application based on the call information received

• Enter call notes and enable telephone control for functions such as log in, log out, answer, hang up, make call, hold, set/remove Make Busy, and set/remove Do Not Disturb

• Store call received event data in an alternate database



Configuration

The following configurations incorporate the CTI Developer Toolkit to provide screen pops on agent desktops. In the following figure, the contact center is using a CRM database and will integrate with their own third-party screen pop application. Screen pops are based on ANI/DNIS collected from the service provider (PSTN).

Figure 28: Third-party Screen Pop Based on ANI/DNIS

In the following figure, the contact center is using a CRM database and will integrate their third-party client screen pop application with CTI Developer Toolkit - Client DLL. Screen pops are based on IVR Routing Collect Caller Entered Digits.

Figure 29: Third-party Screen Pop Based on IVR Routing Collected Digits

In the following figure, the contact center is using a CRM database and will integrate their third-party client screen pop application and third-party IVR with the CTI Developer Toolkit - Client and Server DLL. Screen pops are based on collected digits from a third-party IVR.



Figure 30: Third-party Screen Pop Based on Third-party IVR Collected Digits

In the following figure, the contact center is using a CRM database and will integrate their third-party IVR collected digits with Contact Center PhoneSet Manager, Contact Center Screen Pop, and the CTI Developer Toolkit - Server DLL. Screen pops are based on collected digits from a third-party IVR.

Figure 31: Contact Center Screen Pop Based on Third-party IVR Collected Digits



Chapter 17: IVR Routing This section provides an overview of Mitel IVR Routing and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

• Configuration

Overview

IVR Routing is an all-in-one, scalable, integrated voice processing solution that works in conjunction with MiContact Center Business (replacing the previous IVR solution known as Intelligent Queue). IVR Routing can also be integrated with MiContact Center Business applications such as soft phone and Contact Center Screen Pop. IVR Routing enables you to rapidly and intuitively:

• Build work flows in a drag-and-drop graphical interface

• Create and relay static and custom recorded announcements to callers in queue

• Provide callers with expected wait time or position in queue messaging

• Guide callers to the information, extension, or ACD queue that best meets their needs

• Allow customers to request a queue callback by leaving a voice message or using the Web

• Route calls based on the number they are calling from (ANI/CLI), time or day, or current queue conditions

• Report on IVR activity

• Create outbound calls for power dialing, messaging, and self-service IVR Routing’s intelligent messaging enables you to create and automatically serve recorded announcements that provide callers with the following information:

• Estimated time that they will wait in the queue

• Number of callers in the queue

• Time-of-day messaging

• Day-of-week messaging

• Exception-based messaging (based on what is happening in the queue) Due to the highly customizable nature of IVR Routing, you can design workflows for everything from building a simple auto-attendant, to providing advanced self-service capabilities (like checking bank balances or paying bills), to providing proactive customer care with outbound dialing (for example, appointment reminders).

Licensing

MiContact Center Business’ IVR Routing capabilities are now available for both the MiContact Center Business Workgroup and Contact Center Starter Packs: Messaging and Routing and Workgroup or Contact Center IVR. For Workgroup customers, either Workgroup Messaging and Routing or Workgroup IVR Ports are available as add-on licenses to the Workgroup Starter Pack. For Contact Center licensed customers, Contact Center Messaging and Routing is included in the Contact Center Starter Pack or Contact Center IVR Ports are purchasable add-ons. Messaging and Routing is a system license: 120 Messaging and Routing ports are included with Workgroup’s Messaging and Routing option, and 240 Messaging and Routing ports are included with the Contact Center Starter pack. When you upgrade to Workgroup/Contact Center IVR ports your Messaging and Routing system licenses are de-activated. Customers will need to make sure they purchase enough IVR port upgrades to handle their entire IVR call volume. In both Workgroup and Contact Center, Messaging and Routing includes:

• Menu

• Time of Day/Day of Week

• Music on Hold

• ANI/DNIS routing and reporting

• Updated Position in Queue



In both Workgroup and Contact Center, IVR ports includes:

• Callbacks

• Collected Digits

• Query

• Execute

• Rules

The following table provides a full comparison of the IVR activities available with Messaging and Routing and IVR:

Workgroup Messaging and Routing and Workgroup IVR have the same capabilities as Contact Center Messaging and Routing and Contact Center IVR, with the exception that the Workgroup licenses support a single controller only and have port limitations. In Workgroup, Messaging and Routing is offered separately as an add-on license. Once purchased, customers receive the functionality equivalent to those in the Release 7.x Standard IVR Routing license. Messaging and Routing is a system license in Workgroup that gives customers access to 120 Messaging and Routing ports that are capable of basic call routing that is comparable to Mitel IVR competitors. Workgroup Messaging and Routing ports provide support for Schedule, Holiday, ANI, DNIS, and Updated Position in Queue messaging. Workgroup IVR ports can be purchased to a maximum of 10. Workgroup customers upgrading from Messaging and Routing or purchasing Workgroup IVR licensing for more sophisticated capabilities (for example, callbacks) can leverage a one-time upgrade to migrate their Messaging and Routing ports to IVR ports so they do not lose functionality. If they need to scale above the 10 IVR port maximum they will need to upgrade to their solution to the Contact Center package. Workgroup customers can optionally purchase IVR licensing out of the gate and avoid the Messaging and Routing option entirely. When the Contact Center starter pack is purchased, it includes 240 Messaging and Routing ports. While customers will have access to the 240 ports, they must adhere to the System Engineering guidelines, which stipulate that a single IVR server can handle up to 120 ports and a single MiVoice Business controller can handle up to 120 ports. Redundant ports are not an option in Contact Center Messaging and Routing as the 240 active ports fulfills this requirement. Note that while pre-announce ports are free and unlimited in MiContact Center Business Starter Packs, pre-announce ports do need to be calculated in your total port count/server.



Customers who exceed these guidelines, or who wish to disperse their ports across more than 1 server will need to purchase Remote/Redundant Starter Pack(s). Remote/Redundant Starter Packs no longer include ports. Redundant ports are available separately for purchase. Redundant ports are available for use with Contact Center IVR only. You can own the same or less redundant ports than IVR ports

Workflows

Workflows, formerly referred to as work flows, are the pathways callers use to reach all areas and individuals in your organization and dictate the prompts callers’ hear, the inputs requested by the system, and the available routing options. Workflow functionality can identify customers and determine their service needs by phone number, toll-free numbers dialed, and the digits callers enter to reach specific areas of your organization. Proper workflow configuration is necessary to direct callers to the agents, departments, and employees best qualified to handle their requests.

Workflow Types

Workflows are categorized into five types:

• Inbound—directs incoming calls to the agents, departments, and employees best qualified to handle their requests.

• Outbound—makes outgoing calls to external and internal numbers. Once connected, an Outbound workflow can play the connected party a greeting or ask them to enter information into IVR Routing. Outbound workflows can also transfer a connected party to a queue, agent, or extension automatically or based on responses to an option menu. NOTE: Outbound workflow and extension options in YourSite Explorer are only available with IVR Routing Advanced licensing.

• RAD—plays RAD messages to all callers in their associated queues

• Inqueue—determines the conditions for routing calls in queue to agents. Examples include when to overflow calls to different queues, when to requeue a call, when to interflow calls to different agent groups, and when to transfer calls to available agents. Inqueue workflows are executed once calls have been delivered from the Inbound workflow to their queue destinations.

• Agent—enables personalized greetings, recorded by agents, to be automatically played to customers when incoming ACD calls are answered (i.e. pre-announce).

RAD Messages

RAD messages are associated to queues and broadcast to up 50 callers in the queue. After a call is received and has traveled through a work flow to a queue, RAD messages can be configured to play at programmed intervals for all callers in that queue. Up to four RAD messages can be associated to each queue. A typical RAD message may thank the caller for holding and inform them of their position in queue and expected wait time.

Workflow Examples

This section details four IVR Routing workflow examples. Example 1 – Advanced ANI Routing The ANI routing example shows a workflow that routes calls based on the phone number of the customer contacting your company. Incoming calls are answered and, based on configured telephone routing rules, routed to the Sales department in the incoming call's country of origin.



Figure 32: ANI Routing Example

Example 2 – DNIS Routing The DNIS routing example shows a workflow that routes calls to separate product lines based on the toll-free line dialed by the customer. Incoming calls are answered and, based on the toll-free number dialed, routed to the queue responsible for handling call requests for that product line.

Figure 33: DNIS Routing Example

Example 3 – Schedules and Menus The schedules and menus routing example shows a workflow that first routes calls through a schedule. This determines the system's action based on the date and time that the call arrived. If within business hours, the workflow provides a user menu to the caller. If outside business hours, the caller hears an after-hours greeting, after which the system terminates the call.



Figure 34: Schedules and Menus Example

Example 4 – Collected Digits The collected digits workflow example shows a workflow that routes calls based on the extension number inputted by the caller. The call is answered and the caller is prompted to enter the extension number of the party they want to reach. The call is routed based on the digits collected.

Figure 35: Collected Digits Example

Benefits

IVR Routing provides the following benefits:

• Easily manages complicated work flows

• Keeps callers informed

• Manages caller expectations for a more positive experience

• Matches callers with the most appropriate agent based on a range of factors

• Provides callers with flexible contact alternatives to waiting in queue

• Helps you meet service level commitments

• Understands work flow from the customer's perspective

• Enables you to easily monitor IVR activity



• Provide customers with advanced self-service options

• Proactively engage customers with outbound dialing and messaging

Features

IVR Routing includes the following core features:

• Visual diagramming

• Workflow navigation

• Hunt group configuration

• Prompt and playlist editor

• Network Enhancements

• Single point of administration

• Scalability and Resiliency

• RAD Messages

• Callbacks

• Music on hold

• Time in Queue

• Updated Position in Queue

• Speech-enabled Self Service

• Port Status Monitor

• Port Sizing Tool

• IVR Management

• Outbound dialing

Visual Diagramming

Visual diagramming enables you to build work flows in a diagramming interface. You drag all activities to a pallet to build work flows, including transfers, database read/write, interactive menus, verified collected digits, and routing conditions.

Workflow Navigation

IVR Routing now makes it easier to view and navigate large workflows through several functionality enhancements, including:

• The Outline pane

• Focusing and breadcrumbs

• The MiniMap window and Pan mode

• The Zoom feature

• The Expand All, Collapse All, and Restore buttons

•

Figure 36: Example of IVR Routing Showing the Breadcrumb View



Hunt Group Configuration

Hunt groups are available and are configured in YourSite Explorer. Hunt groups are a series of ports that act as routing points. When a call is received, the telephone system searches the ports assigned to hunt groups for the first available port and switches the call onto that port. Calls are routed to the first available port in the hunt group, at which point the caller will be connected.

Prompt and Playlist Editor

Prompts (playlist editor) are configured in YourSite Explorer. You are able to view the list of system, queue, voice readback, and custom prompts and assemble them to create playlist. Additionally, you can import, preview, and record prompts.

Network Monitor Enhancements

Network Monitor enables you to set alarms on critical IVR and work flow functionality, such as SQL Server Down, Bad Audio File, and Invalid Agent Destination for Callback.

Single Point of Administration

IVR Routing’s visual workflow designer application uses a single point of administration in YourSite Explorer for easy administration of your IVR solution.

Scalability and Resiliency

IVR Routing provides scalability by distributing call loads across multiple instances of IVR Routing from a single interface. This enables the number of IVR Routing instances to scale up as the business grows, supporting geographically distributed instances of IVR Routing. This also reduces the number of ports required for common IVR tasks. IVR Routing also provides resiliency, with multiple live systems and redundant ports that compensate when one system goes down. In a multi-IVR Routing Server configuration, self-sufficient remote instances continue to function even if they lose access to the primary database or site.

RAD Messages

RAD messages, such as a messaging thanking the caller for holding and informing them of their position in queue and expected wait time, are associated to queues and broadcast to up to 50 callers in the queue. After a call is received and has traveled through a work flow to a queue, RAD messages can be configured to play at programmed intervals for all callers in that queue. Up to four RAD messages can be associated to each queue.

Callbacks

A callback identifies a caller from the information provided in the caller’s message, left by phone or email, and makes a return telephone call. Voice callbacks provide callers in queue with the option of entering their phone number or a voice message requesting a queued callback. Web callbacks enable customers to submit requests for contact using a form on the Web. Callbacks provide customers with a flexible alternatives to waiting in queue or initiating contact with an agent, reducing frustration. Callbacks also reduce trunk costs.

Music on Hold

IVR Routing enables you to configure, manage, and assign Music on Hold playlists to queues to be played to callers during a work flow. Playlists can contain music or prerecorded information messages, and maybe associated with more than one queue, enabling managers to play specific types of Music on Hold to the various customer types that call their business.

Time in Queue

You can configure Time in Queue messages to be played to callers while they are in queue. Time in Queue messages are based on real-time ACD statistics and inform callers of the expected wait time before the call in answered, helping to reduce caller frustration with wait times in queue.



Updated Position in Queue

You can configure Updated Position in Queue messages to be played to calls while in queue. These messages inform customers of their initial queue position and keep them informed of their position as it changes at preset intervals.

Speech-enabled Self Service

Historically, MiContact Center’s IVR Routing application has only supported user input to the system through DTMF digit presses. This presented a number of challenges, as users often forget which selection they are required to make and inputting alphanumeric text into the IVR being very inefficient and highly prone to human error. MiContact Center Business’ IVR Routing supports Automatic Speech Recognition (ASR) and Text to Speech (TTS), provided by third-party interoperability with Nuance, a recognized market leader in speech-enabled, self-service capabilities. ASR and TTS have become standard features for IVR systems worldwide. With IVR Routing support for ASR and TTS capabilities, MiContact Center Business is a much more competitive solution. With the addition of ASR to IVR Routing, end customers can now make IVR menu selections simply with natural speech, for example, a user could say “sales” instead of pressing a digit to be routed to the sales queue. This not only makes it much easier for customers to be routed to the most appropriate queue/group/agent, but also makes it much easier to input text to the system, as users simply say the words as opposed to relying on alphanumeric digit presses. With ASR capabilities, Mitel customers enable more efficient use of their contact center resources and improve the customer experience through better accuracy, flexibility, reliability and ease of use. In most use cases ASR and Text to Speech (TTS) are provided together to allow users to be played back their input for confirmation or to relay information, for example, an update from a database regarding the status of an order. TTS empowers businesses to automate the responses that would normally have to be handled by an agent, with significant cost reductions for the business. For example, TTS could be used to:

• Access information from third-party databases and/or CRMs and provide the ability to read information from

these systems back to customers, such as a tracking system where customers are looking for an order

update

• Allow businesses to provide a text update on the status of a service or product and read this update back to

the customer who has called into the system

• Work in tandem with ASR capabilities to play back information provided by customers for their confirmation

before continuing with an IVR workflow, for example, to play back customer name, phone number, time or

date

While ASR and TTS is powered by Mitel's partner Nuance, these features are quoted, ordered, licensed, and delivered by Mitel. Support can be quoted and ordered through Mitel, but support services are delivered directly through Nuance. Speech-enabled, self-service IVR capabilities are bundled in two packages:

• Automatic Speech Recognition

• Text to Speech

The ASR and TTS features are fully localized and are licensed by port as an uplift to the existing IVR Port license. In order to support ASR and TTS, customers will require an additional stand-alone server which is licensed and configured for Nuance ASR/TTS. Once this server is configured, you must add the Nuance Server IP address and Port in YourSite Explorer, which can be done on the Site settings page on the Speech Recognition/Text-to-Speech tabs. Then, to add ASR/TTS functionality to a call flow, the IVR Routing Play and Menu activity can be configured with TTS files and the Collect Digits and Menu activity can be configured for ASR. NOTE: TTS and ASR ports are attached to inbound IVR ports for both “speak” and “listen” capabilities. Please ensure you purchase a sufficient number of IVR ports to handle your exact volume, messaging, and self service requirements. For more information on Nuance’s speech-enabled, self-service capabilities, please visit http://www.nuance.com/.

http://www.nuance.com/



Port Status Monitor

The Port Status Monitor enables managers and supervisors to monitor all of their contact center functions from one central location in Contact Center Client, using Contact Center Client's functionality, such as alarming, device control (port reset, set in/out of emergency mode), and sorting and filtering data. Users can view all ports, their states, and usage statistics, as well as reset port states for problematic ports directly from the Contact Center Client monitor.

Port Sizing Tool

The Port Sizing Tool is a web-based wizard that guides you through the process of determining how many ports you require for your contact center. The Port Sizing Tool takes messaging, RAD, Updated Position in Queue, and callback requirements into consideration to accurately forecast a contact center’s port requirements.

IVR Management

IVR Routing enables you to configure management plans for your interactive trees that enable supervisors to call in and interact with the IVR over the phone. After you configure a management, administrators can call in and put messaging ports into Emergency Mode or back into Normal Mode, and can optionally record and manage messages over the phone from remote locations.

Outbound Dialing

IVR Routing enables you to program work flows that make outgoing calls to either external or internal numbers. It increases agent productivity by automating outbound calls and simple messaging, improves business processes and services by collecting customer feedback, and enables you to proactively reach out to customers and provide advanced, self-service options.

Configuration

IVR Routing is configured in YourSite Explorer. The primary devices used with IVR Routing are media servers, extensions (ports), hunt groups, queues, and work flows. Extension configuration in YourSite has been expanded so extensions can be configured as IVR Routing ports. From the Extension type field, extensions can now be classified as the following port types: App Server, Attendant Console, Auto-attendant, Callback Port 5020 IP, IQ Smart Choice Port, Messaging Port 5020 IP, RAD Port 5020 IP, UPiQ 5020 IP, Voice, Voice Mail, and Voice Softphone. Each extension / port has a specific extension number. A caller to your contact center is presented with options to dial various answering points. The caller can dial an individual agent at an extension through a queue number. Basic Configuration In the basic IVR Routing configuration, all ports, Paths, and agents are on a single controller.

Figure 37: IVR Routing Basic Configuration for MiVoice Business (MCD/3300 ICP)

Full Port Resiliency Configuration Depending on your particular operation, it may be essential that your call center remain available during maintenance, system upgrades, and system failure. IVR Routing redundancy and resiliency offers varying levels of accessibility depending on how you configure your system. IVR redundancy and resiliency is provided with a Remote/Redundant IVR Routing Starter Pack. The following image provides an example of how the Remote/Redundant Starter Pack can be used to configure full port resiliency.



Figure 38: Full port resiliency configuration for IVR Routing

IVR Routing provides availability by supporting:

• Redundant ports that allow continued operation when one system fails

• Self-sufficient remote instances that continue to function if they lose access to the primary database or site

• Resilient ports across controllers The Enterprise Server enables IVR system configuration and provides real-time statistics to ensure effective call routing. If the Enterprise Server goes offline, the following will occur:

• Real-time connectivity will be lost

• Changes cannot be provisioned to the IVR Routing system

• Cached data (“last known good”) will be used as the reference for call statistics In rare situations, when the Enterprise Server goes offline, real-time connectivity is lost and all work flow components that depend on data that is derived from real-time queue statistics are affected, for example, queue condition activities, and Updated Position in Queue (UPiQ) messages.

If a failure occurs:

• A second IVR Routing server instance begins handling 100% of the traffic

• The local data cache is used while the connection to the Enterprise Server is out of service When multiple systems are used:

• The Enterprise Server is used as the central point of configuration

• Ports are interleaved to distribute 50% of the traffic to each IVR Routing server instance

• Resilient ports are configured on both IVR Routing server instances so that each can pick up the load of the other in the event of failure



Figure 39: Load Sharing and resiliency with multiple systems



Chapter 18: Multimedia Contact Center This section provides an overview of Mitel Multimedia Contact Center and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

• Configuration

Overview

Mitel Multimedia Contact Center is available through the Digital Media Agent add-on license for both Workgroup and Contact Center Starter Pack. Agents handle email, chat, and voice contacts using an application known as Ignite. Within Ignite, which is available as Web-based client, agents and supervisors can monitor contact center activity and interactively manage contacts. Supervisors can monitor and interact with contacts and employees using Contact Center Client, Interactive Contact Center, and Interactive Visual Queue, which have been updated to include multimedia. Release 9.0 completes the migration from the legacy desktop Ignite application to the next-generation Web Ignite agent interface. MiContact Center Business’ Web Ignite client extends the reach of the agent application beyond the previous Microsoft operating system limitation to support customers on a variety of Web browsers, specifically Chrome, Firefox, Internet Explorer, Edge, and Safari. Release 9.0 also introduces new omnichannel capabilities for Multimedia Contact Center. Multimedia Contact Center is not dependent on Outlook or Exchange and interfaces with IMAP and SMTP to support Exchange 2007/2010/2013, Exchange Online (Office 365), and Gmail (Google Apps for Business). Email and chat contacts are routed using workflows, created using a visual, intuitive interface. Also included in Multimedia Contact Center is a Contact Us page that can be used by contact center website administrators to add live wait time statistics to their corporate website page, enabling customers to select their preferred communication method based on media type availability. Multimedia reports provide valuable information and the charts summarize contact center performance into a single report.

Benefits

Multimedia Contact Center enables you to differentiate your business by empowering customers with flexible media options, increase customer satisfaction and loyalty with first-contact resolution and quick and efficient service, and use flexible workflows to enhance routing decisions and improve the efficiency of the contact center. With Multimedia Contact Center, you can:

• Efficiently deliver service to customers in the media of their choice

• Maintain service levels across all contacts, ensuring all customer inquiries are addressed in a timely manner

• Capture more detailed customer information than is possible during voice communications

• Assist customers in completing online transactions, information queries, or other browser- based experiences with chat

• Protect against liability and customer claims with accurate tracking and reporting on all contact types

• With third-party social media monitoring applications, you can protect and promote your brand across social media

Features

Multimedia Contact Center includes the following features:

• Omnichannel case management & pivot capabilities

• Unified Visual Queue

• Email Support for Exchange 2007/2010/2013, Office 365, and Gmail

• Mitel Ignite (Web-based)

• Web chat

• Comprehensive Real Time and Historical Reporting

• Multimedia Skills Based Routing



• Interaction Workflow Manager

• Real Time Client Tablet Support

• Social Media Integration

• Co-browse Integration

• Open Media

Omnichannel

Historically, contact centers have treated interactions as a one-way, linear interaction. The phone rings and hangs up, and the interaction is over. But the reality facing contact centers around the world today is that most questions or problems raised to a contact center agent are not answered during the first interaction, and conversations often span many different customer interactions, and across media types. MiContact Center Business Release 9.0 aims to provide a more holistic, personalized view of the customer experience by providing agents with information around the omnichannel customer journey, and the supplemental data required to solve the customers problem quickly and easily the first time. MiContact Center Business’ omnichannel solution links customer contacts across all voice, digital media, and open media interactions to provide a unified view of all interactions from the Web Ignite interface. This leverages pre-existing IVR and multimedia capabilities, data collected from workflows, and the Elasticsearch repository that serves as a database for multimedia transcripts.

Figure 12: Omnichannel case management in Web Ignite

Release 9.0 omnichannel also provides a new Contact List option to Mitel customers that allows the system to store a customer’s name, email address, phone number (and optionally extension), and mobile phone number. The Contact List can be built dynamically using collected data from voice and multimedia workflows, or integrations with third-party CRM systems. Administrators can optionally import contact lists from third-party systems, in .CSV format, and agents and supervisors always have the ability to dynamically change contact list data in real time, which is then automatically updated for all other users. Using existing workflow scripting capabilities driven by our CData component (previously referred to as RSSbus), businesses can optionally program nightly workflows to write back the latest Contact List information from the MiContact Center Business database to a compatible CRM system (Microsoft Dynamics, Salesforce, Sugar, SAP, and NetSuite). Omnichannel also introduces light-weight, CRM-like case management capabilities to MiContact Center Business customers. Our case management and conversation tracking tools allow agents to manage multiple inbound and outbound communications with a customer, to provide a holistic view of the omnichannel experience: from problem to resolution, or inquiry to answer, at times spanning multiple days, interactions, and different media types. Agents can



also now add notes to a case and dynamically add follow up reminders on cases. Reminders can also be sent to other agents for follow up. For example, if an agent is aware the case needs follow up the next day, but they are not working, they can easily pass along the case follow up reminder to another agent. Optionally, Supervisors also have visibility into cases that are open and pending follow up and can dynamically reassign to other agents in the event an agent is out of the office or unavailable. Case and omnichannel reporting in Release 9.0 is done within Web Ignite. Supervisors and agents have access to any of the cases for the queues they are configured to manage and can quickly identify the status, notes, and history for these items. From the Case folder in Web Ignite, agents and supervisors/managers with access can view all cases for the queues they are programmed to handle, and can optionally filter on cases by: Pending, In Progress, Waiting for Customer, Follow Up Required, Resolved, and Closed. They can also see all of the interactions, both inbound and outbound, across all media types, that make up the omnichannel customer experience. Case information is stored in Elasticsearch, and like contact list capabilities, workflows can be programmed to ensure that if there is a CRM system of record being used by the business, interaction and case data can be synchronized with a compatible CRM system. Using YourSite Explorer configuration settings, administrators can customize the logic behind case creation. For example, if a customer did not want to use MiContact Center Business’ case management feature, they could simply open and close a case with each new interaction. However, the true power of case management comes in when you can program different interactions, across different media types and different dates/times to be linked to a single case. In addition, agents always have the ability to dynamically associate new interactions to an existing case, or disassociate an interaction from a case to a new or pre-existing case. NOTE: The ability to query and read and write to a corporate CRM system of record, while supported out of the box with multimedia and full IVR licenses, does require a sophisticated level of workflow scripting and programming. Customers and partners that do not have technicians trained to this level of workflow programming are recommended to contact Mitel Service Solutions or submit a request using Mitel Connect for more information on leveraging Mitel’s MiContact Center Professional Services team to assist with this type of workflow configuration. One of the primary advantages of the new omnichannel capability, that leverages both Contact List and Case Management features, is the ability to seamlessly escalate an interaction from one media type to another. For example, because the agent now has context of all the means to contact a customer, if a Web chat customer was required to provide sensitive data they preferred to not send over the Web, the agent can simply click to start an outbound call to the customer and both interactions would be logged against the same case. Using this new escalate feature, agents can pivot from one media type to another, while maintaining context of the original interaction, in the following ways:

• Voice => Email and SMS

• SMS => Voice and Email

• Email => Voice and SMS

• Chat => Voice, Email, and SMS

• Open Media => Voice, Email, and SMS

Unified Visual Queue

The unified visual queue capability allows agents to view all interactions (voice, email, and web chat) in a single unified visual interface. This interface allows agents to not only have interactions pushed to them as is supported today, but also be given the autonomy to “pick” interactions allowing them to service more than one at a time such as multiple web chats and/or emails. This capability can be personalized on an agent by agent basis where a workload can be assigned to each agent dictating how many and what types of interactions each agent can handle simultaneously. NOTE: Fax is supported using email media. Dedicated email queues can be configured to handle inbound email with fax attachments. The ability to send fax through email is a configuration supported by most fax servers.

Email Support for Exchange 2007/2010/2013, Office 365, and Gmail

Email support is no longer reliant on MS Exchange based environments. Multimedia Contact Center can interwork with both premise and cloud based email systems, and can be qualified to support any IMAP/SMTP compliant email system.



NOTE: If using Office 365, users must subscribe to Microsoft Online. There is no Exchange Server requirement. If using Gmail, users must subscribe to Google Apps for Business. There is no Exchange Server requirement. Contact centers using mail servers other than Office 365, Google Gmail (Google Apps for Business), or Exchange Server Enterprise Edition 2007, 2010, and 2013 must confirm that

• The mail server supports IMAP release 4

• The mail server can maintain a reliable connection to the Enterprise Server Due to the variety of email systems in customer environments it was not possible to verify all of them. It is expected that this solution can be qualified to support any IMAP/SMTP compliant email system. In addition, we recommend that the mail account from which Multimedia Contact Center receives emails supports aliases.

SMS Support

MiContact Center Business’ multimedia solution includes full support for native SMS media. The SMS capabilities available in this release are powered by Twilio’s SMS Messaging solution. Mitel customers leveraging this solution must negotiate a contract with Twilio independently. Once this is done, all that is required is to register the Twilio SMS account in YourSite Explorer. NOTE:

• Twilio’s SMS short code solution, which allows end-customers to text message 3-6 digit numbers, is not

supported. MMS is not supported.

• Existing Mitel customers leveraging MultiTech SMS modems are required to update to Twilio in this release,

as MultiTech modems only support 2G and MultiTech have indicated they have no plans to upgrade their

products to support 3G/4G technologies.

Figure 40: SMS Interaction Example

Reporting, real-time monitoring, agent handling, and workflow routing functionality has been added for SMS, enabling SMS to be fully supported, alongside voice, email, and chat, as a media type in MiContact Center. From a contact center agent perspective, SMS interactions are handled in a similar manner to the Web chat experience. For more information on SMS capabilities, pricing, etc. please visits https://www.twilio.com/.

https://www.twilio.com/



Mitel Ignite

Mitel Ignite is an email-system agnostic, unified desktop application that powers all agent actions, a subset of supervisor capabilities, and mobility features all from a client available on any device and browser. It is available as a Web-baed client. The Ignite application is a standardized application supporting all media types (voice, email, chat, and social media). The Ignite agent interface minimizes the use of pop-up windows and instead uses context-sensitive panes and buttons that can be expanded or minimized. This user interface is designed based on Microsoft Office principals and follows Microsoft’s proven ergonomic improvements offered in the Office 2013 release. From the agent interface, agents can quickly access common agent actions, such as Join/Leave Agent Group, Do Not Disturb, Make Busy, and Work Timer, from an agent action toolbar. The Ignite interface also includes tabs that enable agents to switch between their agent inbox view and real-time monitors. In the Web-based Ignite client, supervisors also have access to core agent, employee, and queue real-time monitors, as well as Interactive Visual Queue capabilities. Agents can handle multiple contacts, of different or similar media types, simultaneously from within Ignite. This is based on a workload descriptor, similar to smart algorithms, that enables system administrators to control the types and number of medias agents can handle simultaneously (for example, to allow an agent to handle one voice call, two emails, and one chat at the same time). From a Queue Folder pane within Ignite, users can view queued contacts for both voice and multimedia contacts. This view enables users to select the contacts they will handle from the various queues. Access to specific queue folders is controlled and restricted through security roles configured by the system administrator. Ignite also includes a spell checker, response templates, and a fully indexed transcript repository and responsive search tool. Agents are restricted to search only the repositories of the queues to which they are associated. The Ignite agent interface also features a Status Bar that details the employee’s overriding state, the amount of time they have been in that state, reason codes (if in Make Busy or Do Not Disturb) user definable summary statistics by media. The summary statistics can be configured by employees to display:

• Average Handling Time (mins)

• Workload (current + work timer/maximum)

• ACD Count (count/duration)

• Non ACD (count/duration)

• Unavailable % Ignite also expands screen pop beyond being voice only to support screen popping information on multimedia contacts (voice, email, chat, and social media).

• The multimedia screen pop is configurable to occur when a contact is first offered to an agent.

• Much like the Contact Center Screen Pop functionality available in previous Contact Center releases, the Ignite screen pop is configurable as either a URL or executable and variables (for example, the “From” email address) that is related to media can be passed with the URL or executable to the agent desktop.



Figure 41: Mitel Ignite - Multimedia Agent Interface (showing voice interaction)

The Ignite real-time monitor view is a user-friendly interface that enables agents and supervisors to quickly navigate through the hierarchy of queue, agent, and employee devices within the contact center for all media types. Users can pin devices to the monitor and view only the relationships across the hierarchy that relate to the pinned devices (for example, a user could pin a specific queue and the monitor would display the associated agents).

Figure 42: Ignite (Web) Client - Real Time Monitor Display



The Web-based Mitel Ignite application is built on a rich, REST API toolkit. This empowers standardized, rapid integration of MiContact Center Business functionality into third-party applications, or of third-party applications into MiContact Center Business. The REST Tooolkit includes GET, PUT, POST, and DELETE commands to interact with MiContact Center Business: Media servers, Employees, Data providers, Web hooks, Sites, Mail servers, Workflows & variables, and .Queues & prompts.

Web Chat

The Multimedia Contact Center Web chat feature uses YourSite Explorer’s drag-and-drop workflow designing interface to program dynamic, flexible workflows that can optionally be programmed for self service, including the abilities to auto respond to customers or collect pre-chat data. In Release 7.0, Web chat no longer requires a Java applet on the customer desktop, reducing start-up time and eliminating security issues. Web chat scripts are now stored and accessed from the corporate Web server using reverse proxy. Agents now handle Web chats using the Mitel Ignite agent interface.

Figure 43: Mitel Ignite (Web) Agent Handling a Web Chat

Multimedia Contact Center includes a default Contact Us page template that can be modified by customers to display the methods which the customer can choose to contact the company. This includes the ability to publish estimated wait times for all media (voice, email, and Web chat), number of available agents, number of idle agents, number of chats waiting, and business hours. To minimize configuration and setup complexity, Contact Us page is hosted in the Enterprise Server. The corporate web site uses a URL redirect to display it.



Figure 44: Default Contact Us Tab and Chat Now Window

The Contact Us tab can be displayed as a side tab on a page and only expanded when clicked on by a customer viewing your Website. The side tab can also be configured to automatically expand and offer unsolicited chat if a customer remains on a web page for a configurable amount of time. Using the interaction workflow designer for Multimedia Contact center workflows, businesses can also use the Web chat feature to automatically collect and route chats to agents based on pre-chat data collection (for example, you could pre-chat a customer “what product are you contacting us about” to automatically route the chat to the most skilled agent). The Web chat windows has typing notifications that display to both the agent and client and agents are automatically notified when a client responds to a chat. Secure chat can also be supported through HTTP secure.



Figure 45: Web Chat Customer Interface

The Contact Us Web chat interface is also fully supported on mobile clients (smartphones and tablets).

Figure 46: Contact Us Tab Viewed on an iPhone



MiContact Center Business’ customer-facing Web chat request pages and chat sessions support screen reading applications. All controls, graphics, buttons, and input fields in customer-facing chat request pages and chat sessions are labeled with alternative tags for screen readers. Buttons have proper hyperlink references and contain readable content needed for keyboard focus. The following screen reader commands are built into chat request pages and customer-facing chat sessions:

• Ctrl + Alt + ? replays the current chat message

• Ctrl + Alt + Enter plays previous chat messages When screen reader customers arrive on a chat request page, a message plays to the user with instructions. MiContact Center Business’ chat request page and customer-facing chat application have been tested with the following screen reading applications and browsers:

• JAWS Version 17.0 with Internet Explorer 11 and Firefox 44.0.2

• NVDA Version 2015.4 with Firefox 44.0.2 The following Multimedia Contact Center applications and features do not support screen readers:

• Ignite, Web or Desktop

• Contact Us

• Web chat accessibility ensures quality digital customer experience for visually impaired consumers

Comprehensive Real-time and Historical Multimedia Reporting

Multimedia Contact Center includes a variety of real-time monitoring and historical reporting capabilities:

• Historical reports o Agent Group by Media Server by Agent o Employee Group by Employee by Agent o Queue Group Multimedia by Queue o Conversation Detail

• Historical Charts o Unified Queue Group o Queue Traffic



Figure 47: Unified Queue Group Chart Report Example

In addition to multimedia reports, Interactive Visual Queue (within Contact Center Client) supports multimedia contacts. Using this feature, supervisors can monitor all queues and pick contacts from queues to be pushed to other queues or agents for priority contact handling. Employees enabled with Supervisor or System Administrator privileges will have unrestricted access to search the fully indexed repository through the Ignite client.

Multimedia Skills Based Routing

With multimedia skill-based routing, each multimedia agent can be assigned to be in one or more an agent skill groups. They can be in voice, email, and web chat skill groups. Incoming customer interactions to specific lines of business (sales, technical support, etc.) are then routed to the longest idle agent that possessed the required skill. With multimedia agents, each agent in an agent skill group can be assigned a skill proficiency level within their skill. Agents who appear in more than one group may be assigned a different skill level in each group. Calls to a group are routed to the most skilled available agent. If agents of equal skill are available, the call is routed to the longest-idle agent. If multimedia Agents are in multiple skill groups where skill proficiency levels have been assigned to them, they receive calls based on the following precedence:

1. Calls waiting for them with the Highest Queue Priority 2. Calls waiting for them in which their Skill Level is highest 3. Calls waiting for them that have been queued the longest

Interaction Workflow Manager

The interaction workflow manager (formerly known as the IVR Routing Visual Workflow Manager designer) has been extended and is now the common design tool used to develop interaction workflows for all media (IVR, voice, email, and Web chat). It offers a single intuitive programming interface used for all workflow development. The user interface has also been optimized for building and viewing large workflows.



Multimedia Contact Center workflow configuration is designed to improve multimedia routing flexibility and capability. This is achieved through the use of a visual workflow designer for multimedia contact handling that uses the same drag-and-drop designer that IVR Routing uses for workflow configuration.

• The use of visual workflow diagramming allows for much more flexible in how businesses configure routing of multimedia contacts. Inbound workflows define how inbound contacts are routed to queues.

• Users can apply filters on media properties – such as email From/To, Subject, and body text – which can be used to intelligently route contacts to the appropriate queue. In-queue workflows define how queued contacts are routed to agent groups.

• The routing engine can be configured to automatically send auto-acknowledgements based on business hours and supports existing routing behaviors, such as agent requeue, overflow to alternate agent groups, and interflow. It also provides the flexibility to allow agents to pick contacts from a queue with the option to automatically push contacts to agents in the contact exceeds specified performance metrics, for example, if it exceeds a specified time waiting in queue.

• Using the multimedia workflow designer, users can also integrate workflow routing with third-party applications using the ability to execute batch file, executable files, and PowerShell scripts. For example, this could be used to screen pop contact information based on a third-party customer database.

Multimedia Contact Center Release includes three main routing models: the pick/push model, the agent workload descriptor, and skills based routing. Push, Pick, and Mixed routing models determine how agents receive contacts in queue. In a Push model contacts in queue are sent to an available agent’s Inbox.

• The number of contacts that can be pushed to an agent’s Inbox at one time depends on the agent’s Workload, as configured in the system, and can vary by media type. For example, the system may be permitted to push five emails at a time to an agent’s Inbox but only two chats.

• Contacts are also pushed to agents on the basis of Agent Skills (as configured in the system), Queue Priority, and Preferred Agent.

• The Preferred Agent is one who is engaging in an ongoing conversation with a customer.

• Agents do not receive items in their Inbox if the Inbox contains ringing contacts of the same media type.

• Picking contacts out of queue is permitted in a Push model.

• In a Pick model agents pick contacts out of queue exclusively. The number of contacts an agent can pick for their Inbox depends on their Workload, as configured in the system, and can vary by media type. For example, an agent may be able to pick three emails at a time and one chat.

• In a Mixed model agents pick contacts out of queue, but items sitting in queue past a set time are pushed to agents’ Inboxes. The amount of contacts that can be picked and pushed at any one time are determined by the agent’s Workload, as configured in the system, and can vary by media type. Agents do not receive items in their Inbox if the Inbox contains ringing contacts of the same media type.

The workload descriptor replaces smart algorithms used in previous releases of Multimedia Contact Center and is used to configure and manage the media handling capabilities of agents.

• This defines the maximum concurrent multimedia contacts an employee can handle and the number of each specific media an employee can handle concurrently.

• While an employees is actively handling a specific media contacts, the workload descriptor can be configured to block which media contacts are offered. For example, you could use the workload descriptor to configure agents to not receive voice calls when they are actively handling a chat or to be able to handle one voice call, one email, and two chats simultaneously.

The skills-based routing in Multimedia Contact Center operates similarly to ACD voice skills-based routing. When an agent becomes available, they will receive contacts based on the following criteria: highest queue priority, highest skill priority, and longest idle agent.

Real-Time Client Support

Multimedia Contact Center includes the ability to run the contact center real time client natively on any Windows 8 tablet, enabling supervisors to view real-time screens while moving around the contact center floor. Supervisors are able to redirect calls, and put agents in different skills, etc. The capability to support other tablet OSs is supported when running in a VMware View desktop virtualization environment. The supervisor client can run on any tablet OS that VMware View supports today. This includes Android and Apple IOS. Softphone is the only capability that is not supported on Android and IOS tablets. All other supervisor functionality that are offered with a Window s 8 tablet is offered.



Social Media Integration

Multimedia Contact Center offers integration with third-party social media monitoring applications in order to provide uniform, knowledgeable, and responsive messaging to social media sites, industry blogs and wikis, knowledge bases, and forums. With this third-party social media monitoring application, businesses can use advanced text analytics to detect relevant key words and phrases on social media sites and send notifications to skilled Multimedia Contact Center agents who can respond accordingly. Businesses can protect and promote their brand as well as measure and manage agent performance, using the advanced real time and reporting capabilities of Multimedia Contact Center. For example, you could designate a specific agent (acting as representative of your company) to handle social media responses, set a service level objective for such responses, and then monitor and report on the agent's handling of social media responses using Multimedia Contact Center. Currently, interoperability has been validated with Bizvu, Imooty, and trackur social media monitoring solutions.

Co-browse Integration

For customers looking for a co-browse solution to aid customers in browsing a corporate Web site or form filling, we have partnered with LiveLook. LiveLook provides an advanced, cloud-based, co-browse service which is simple to deploy. They also provide sophisticated capabilities to filter out areas of the customer screen due to privacy concerns and/or customer fields within a Web page. Customer selects co-browse button on business web site and passes 6 digit code to agent and agent signs in to account through LiveLook Web site. Agent then enters 6-digit code to start co-browse session.

Open Media

Open media routing is a feature originally built for MiContact Center Enterprise that MiContact Center Business has introduced into the product. Open media allows any non-traditional, third-party media, such as video or IoT alarms, to leverage MiContact Center Business’ visual workflow routing interface to route third-party media using an API (target URI) and deliver to agents. Depending on the type of media being integrated, Web Ignite can either IFrame content directly within the agent interface or allow third-party media to be popped out to a separate browser tab. Open media is designed to optimize the agent experience with a unified desktop, simplifies and reduces the cost and complexity of integrating with third-party partners, and provides differentiated customer experiences. MiContact Center Business’ open media feature is a use case-based capability, designed to power next-generation contact center capabilities. To date, several prime use cases have been identified for open media and MiContact Center Business’ REST APIs, including:

• CRM task routing

• Routing third-party IoT device notifications

• WebRTC video integration (via Mitel technology partners Vidyo and Talkative)

• Social media integrations

• And much more!

MiContact Center Business customers looking to take advantage of open media must be multimedia enabled, and agents handling open media interactions must have an associated Multimedia Agent license. When Multimedia Agent licenses are owned, customers can configure an open media server and access the open media REST APIs. All open media API calls require authentication and details on obtaining authentication tokens is documented in the MiContact Center Business Web SDK. The Web SDK can be accessed from a browser, by navigating to <MiContact Center Business Enterprise Server IP Address>/miccsdk. From here, customer or partner developers can access all of the MiContact Center Business REST API documentation. The following APIs are exposed by MiContact Center Business’ open media feature:

• GET api/v1/openmedia

Get all active open media items currently being executed in the system.

• POST api/v1/openmedia

Create new open media item to be routed (TargetURI).



• GET api/v1/openmedia{id}

Get an open media conversation. Note that conversation details are only returned if the conversation is

either in an InQueue or ACD state.

• PUT api/v1/openmedia{id}

Primarily used to complete an integration by the third-party system.

• GET API/v1/openmedia/queues

Get all active open media queues known to the system with links to active conversations in specific queues.

Open media is designed to be leveraged by Mitel resellers and system integrators that have custom development teams, end-customer development teams, and optionally Mitel’s Contact Center Professional Services team. Any of these developers will build middleware that will POST open media interactions to the contact center system. The system will then route these items to agents based on standard routing rules and workflow activities. When an agent accepts an open media interaction, a URI is launched from the agent desktop. For Web-based content, it will display in the agent’s browser. If, for example, it is a link to a Word document or executable, then the item will be launched outside of the browser. NOTE: Real time, two-way messaging integrations (such as Web chat, SMS, or social media messaging) can be rather complex to develop leveraging open media, due to the requirement to keep a chat room open for the length of the interaction. While Mitel’s Professional Services team has completed several non-Twilio SMS integrations, and a Whatsapp chat integration to date, these are built primarily on the MiContact Center Business REST API capabilities and custom development, and not built on open media. If a customer is looking for non-Twilio SMS or Whatsapp integrations, we recommend you contact Mitel Service Solutions or submit a quote request using Mitel Connect. Open Media is available free-of-charge to customers with Multimedia licensing and can be leveraged to do one-off integrations with MiContact Center Business; however, on-premises or cloud-based partners who are looking to create packaged, custom integrations that they will market and sell, are required to join the Mitel Solution Alliance (MSA) program, Mitel’s developer partner program. This ensures the correct level of support, documentation, and training services are available for partners looking to create packaged offerings using these capabilities. For more information about joining the MSA program to create packaged integrations leveraging MiContact Center Business’ REST APIs and open media capabilities, please visit http://mitel.com/mitel-solutions-alliance. For Mitel partners/customers looking to take advantage of open media for one-off custom integrations that will not be marketed/sold as packaged integrations, Mitel’s Professional Services team can offer half-day or full-day API and open media consulting to partners or customers who have development teams, based on specific customer use cases. For more information or to request a quote for this service, please contact Mitel Service Solutions or submit a quote request using Mitel Connect.

Configuration

Multimedia Contact Center works with MiContact Center Business to distribute contacts (voice, emails, Web chats, SMS, and social media) and track agent handling across media types. Multimedia Contact Center integrates all media types in MiContact Center Business for multimedia reporting and real-time monitoring and enables you to plan and manage contact center resources more effectively to meet expected traffic volumes. MiContact Center Business’ omnichannel capability requires that interactions into the business come through a Messaging & Routing workflow, or a Multimedia workflow. To unlock the true value of omnichannel, we recommend that customers use MiContact Center Business’ voice, IVR, and Multimedia solutions. Workgroup Starter Pack customers looking to take advantage of the full power of omnichannel will be required to purchase a Messaging & Routing license. Contact Center Starter Pack customers get these capabilities out of the box with Messaging & Routing capabilities being bundled into the base Contact Center Starter Pack. However, the full power of the new omnichannel capability is delivered when Messaging & Routing is updated to full IVR license capabilities, which provides database query capabilities, as well as the ability to leverage CData (formerly RSSbus) data provider capabilities to enable read/writeback to several industry- leading CRMs like Salesforce, Microsoft Dynamics, Sugar, and SAP. By utilizing IVR, in combination with a third-party CRM system of record, MiContact Center Business can



query and write back to a corporate CRM system of record to power much more sophisticated omnichannel, contact list, and case management capabilities than when MiContact Center Business’ omnichannel features are used independently of a CRM system of record. The following figure shows a typical Multimedia Contact Center setup using Microsoft Exchange 2007/2010/2013 with a local SQL server. The Enterprise Server houses the MiContact Center Business and Multimedia Contact Center software and an SQL Server.

Figure 48: Basic Multimedia Contact Center Deployment with Microsoft Exchange

The following figure shows a typical Multimedia Contact Center deployment using a cloud-based email server and remote SQL. The Enterprise Server hosts the MiContact Center Business and Multimedia Contact Center software. SMS support functions in the same way as this configuration, with the key change being Twilio takes the place of Gmail or Exchange Online.

Figure 49: Basic Multimedia Contact Center Deployment Using a Cloud-based Email Server and Remote SQL



Multimedia Contact Center Email Routing

Incoming emails are processed as follows: 1. A customer sends an email request. 2. An email media server configured for Multimedia Contact Center receives the email from mail server. 3. An inbound workflow configured for the e-mail media server executes the workflow to route the email to a

queue. 4. After the email is in the queue, a configurable in-queue workflow is executed. Typically this involves sending

an auto-acknowledgement message and routing the e-mail to an agent. 5. The agent responds to the customer's request.

Multimedia Contact Center Chat Routing

The following figure shows a basic configuration for Web chat routing.

Figure 50: Basic Multimedia Contact Center Chat Routing

Chat sessions are processed as follows:

1. A customer visits your Web site and requests a chat session: a. The customer browses your Web site and clicks a “Chat Now” graphic on your support Web page.

A URL redirect or reverse proxy is configured to redirect the request to the IIS Server residing on the Enterprise Server.

b. A Java script runs, and a pre-chat form pops up asking the customer to enter their name, e-mail address, and the subject of the chat session. The customer submits the chat request, and a chat session window opens.



2. A Chat Media Server configured in the Enterprise Server receives the chat request and establishes a chat session. It then executes a user-configurable inbound workflow that routes the chat request to a queue.

3. Upon receiving the chat request, the queue executes a user-configurable in-queue workflow that routes the chat request to an agent.

4. When the agent clicks Reply to handle the chat, a chat window is created within the Ignite agent application connected to the chat session.

5. The chat session ends: a. If the chat session is ended by the customer: The chat agent becomes available to answer another

inbound chat request. b. If the chat session is ended by the agent: The chat agent becomes available to answer another

inbound chat request. c. If the customer closes the browser window running the chat client without ending the chat, and the

chat session “keep-alive” timer expires before the client rejoins. The “keep-alive” is configured in YourSite Explorer media server configuration under the Advanced tab.

6. If the queue that handled the chat is configured to e-mail the transcript of the chat, the chat media server executes a Response workflow that sends the customer an e-mail that contains a transcript of the completed chat session.

Multimedia Contact Center Fax Routing

Rather than dedicated fax provisioning, fax services can be supported by configuring email queues to receive fax messages in an email attachment. NOTE: Fax support was changed in Release 7.0, so if you are upgrading from Release 6.0 and previous, and your contact center accepts incoming faxes, you may have to make changes to ensure that fax support is maintained. When fax traffic is routed:

1. The incoming fax is received by your network fax server. The fax server accepts the fax and converts it to an electronic file format (TIF/PDF/DOC). Then it attaches the file to an email.

2. The fax server then assigns an email destination address based on the ANI the fax was received from, and directs it to an SMTP server to be sent.

3. An email media server configured for the Multimedia Contact Center receives the e-mail from the mail server.

4. An inbound workflow configured for the e-mail media server executes a user-configurable workflow to route the email to a queue.

5. After arriving in the queue, a configurable in-queue workflow is executed, which routes the email to an agent.

6. The agent is offered the email and clicks Reply to accept it. 7. The agent opens the fax attachment and processes it (respond, forward, or discard).



Chapter 19: Salesforce.com Integration This section provides an overview of Mitel’s Salesforce.com integration for MiContact Center Business and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

• Configuration

Overview

MiContact Center Business’ Salesforce.com integration, available with both Workgroup and Contact Center licensing, enhances the functionality of Salesforce by embedding your Mitel phone directly into the Salesforce user interface. This improves productivity by providing fast and easy access to accounts, contacts, cases, and other Salesforce objects directly related to incoming calls. Using Salesforce.com Integration enables your contact center agents to perform their job functions through a single user interface. Mitel’s Connector for Salesforce.com provides businesses with the following benefits:

• Automatic delivery of Salesforce CRM database pages to contact center agents upon call arrival ensures agents log all customer interactions and requests in the Salesforce CRM database. This encourages compliance to business processes, improves reporting, and enables agents to readily access case histories and provide consistent service

• Customer satisfaction is improved. Agents can provide prompt, informed service by quickly identifying callers and the services they are requesting

• Desktop screen pops reduce call handling time and increase the accuracy of business transactions

• Easily create new Leads while on active calls

• Click-to-dial saves time and reduces misdialed calls

• Call logging encourages compliance to business processes, improves reporting, and enables agents to readily access case histories and provide consistent service

Benefits

With critical customer information at hand, employees can reduce call response and duration times. By streamlining business processes, contact centers of any size can improve efficiency, increase revenues, and enhance customer satisfaction. With MiContact Center Business’ Salesforce.com integration, you can:

• Benefit from a unified desktop experience, having access to all the tools they need to do their job from a single user interface

• Surpass service level goals and reduce the cost per interaction while encouraging compliance to business

• processes

• Increase customer satisfaction by providing prompt, informed service

• Benefit from prepackaged integration

Features

MiContact Center Business’ integration for OIG and for Salesforce.com provides additional functions that are essential for ACD agents. When a user in the OIG 3.0 server is licensed with an Advanced level license, their Salesforce.com integration feature set is extended with ACD agent capabilities, including:

• Login and Logout as a Hotdesk ACD agents on the MiVoice Business

• Classification Codes which require an integration with MiContact Center Business

• Unverified Account Codes through the MiVoice Business or MiContact Center Business

• Make Busy Reason Codes through the MiVoice Business or MiContact Center Business

• Relate Calls to Salesforce entities such as Opportunities, Contacts, Cases, etc.

• Collected Digits from IVR Routing which requires an integration with MiContact Center Business

• Screen pop campaigns based on DNIS

• Deliver multiple screen pops in console mode



Figure 51: Salesforce.com Integration Showing Embedded ACD Softphone Capabilities

Configuration

Open Integration Gateway R3.0 or higher is required to utilize the latest MiContact Center Business integration for Salesforce.com. The Open Integration Gateway software is available via the Open Integration Gateway Base Packages, and also via the MiVoice Integration Base Packages (which use the same Open Integration Gateway software, but which can only be used to run the MiVoice Integrations for Google and/or Salesforce – no third-party Open Integration Gateway-based apps). The Open Integration Gateway Engineering Guidelines provide details on supported deployment configurations. The Open Integration Gateway Installation & Maintenance (I&M) Guide provides comprehensive configuration, installation and system maintenance instructions for Mitel reseller installers. The Open Integration Gateway Engineering Guidelines and I&M Guide are available on Mitel eDocs. Existing MiContact Center Business customers migrating to the OIG integration, who enable the CTI option in Salesforce to force screen pop to a new tab, should no longer use this configuration option. Using this setting will create a second instance of the MiVoice Integration to run which could lead to missing or duplicated entries in Salesforce and a poor user experience. Instead while training their agents to use the MiVoice Integration for Salesforce, they should also train the agents to use Salesforce in Console mode. Console mode is available based on the following Salesforce licenses.

• Available in: Enterprise, Performance, Unlimited, and Developer editions with Service Cloud.

• Available in: Performance and Developer editions with the Sales Cloud.

• Available in Enterprise and Unlimited Editions with the Sales Cloud for an extra cost. Running in Console mode may require additional configuration in Salesforce to optimize the console for ACD agent use. A sample console layout is available through Salesforce for testing. Customers who do not wish to use console mode can only run the MiVoice Integration for Salesforce from a single tab. Opening additional tabs will consume additional MiVoice Integration licenses and may cause inaccurate call logging.



Chapter 20: Mitel Border Gateway Connector This section provides an overview of Mitel Border Gateway Connector and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

• Configuration

Overview

Mitel Border Gateway Connector is a secure IP-based solution for remote and home-based employees that replaces Teleworker Solution for the MiVoice Business platform. Using Mitel Border Gateway Version 7 or greater, remote agents, employees, and supervisors can connect to the MiContact Center Business Enterprise Server using a Virtual Private Network-like connection and use all MiContact Center Business and MiVoice Analytics functions as if they were in the office.

Benefits

The following are the benefits of using Mitel Border Gateway in conjunction with MiContact Center Business: Increased productivity

• Agents tend to work longer hours with fewer disruptions. Reduced real-estate and overhead costs

• Remote employees require little or no access to corporate facilities. Office space can be easily shared or even eliminated.

Increased agent morale

• Agents can avoid long commutes and work more flexible hours in the comfort of their own home. Improved agent satisfaction saves money by decreasing absenteeism and turnover.

Features

Mitel Border Gateway Connector enables remote employees at remote locations to

• Use the full suite of MiContact Center Business and MiVoice Analytics applications

• Handle calls using Contact Center PhoneSet Manager/Softphone and Ignite/MiCollab

• View real-time monitors and enable real-time alarming

• View historical events in simulated real-time in Auditor

• View Network Monitor to verify if alarms are enabled for the media servers and if the media servers are reporting any alarms

Configuration

Employees using Mitel Border Gateway Connector require a phone or USB headset (for soft phone), a computer, a router, and a high-speed Internet connection. Phones must be registered with Mitel Border Gateway and the remote employee's client computer must have the Mitel Border Gateway Connector connection configured to Mitel Border Gateway by an administrator. When employees connect to the system using the Mitel Border Gateway Connector, they can specify which Mitel Border Gateway they will connect to. After remote employees attempt to connect to the system for the first time, a Mitel Border Gateway system administrator must approve the Mitel Border Gateway certificate from the Mitel Border Gateway web application. Once approved, remote users are connected and have access to all of the MiContact Center Business and MiVoice Analytics applications for which they are licensed and have the required security permissions. While active, the Mitel Border Gateway Connector is visible in the Windows system try and displays the name of the active connection. Only one connection can be made at a time. The name of the Mitel Border Gateway connection will become the address in all application login windows and users sign in with their normal username and password.



Chapter 21: Contact Center Professional Services This section provides an overview of Mitel’s Professional Services offerings applicable to MiContact Center Business. For more information, refer to the following topics:

• Overview

• Benefits

• Discovery and Design Services

• Development and Deployment Services

Overview

At Mitel Professional Services, we recognize that results don’t just happen overnight. Your journey starts with careful prioritization and planning before you can get to meaningful solution design and deployment. Our service delivery methodology is rigorous enough for your most sophisticated requirements and flexible enough to provide the service level you need.

Figure 52: MiContact Center Business Professional Services Offering

Benefits

With MiContact Center Business Professional Services, you benefit from:

• Clear strategic direction and practical action plans

• Optimized, simplified, and integrated business processes

• Innovative and differentiated customer experience

• Enhanced ability to grow your business

Discovery and Design Services

To quickly assess your contact center technology and operations, we can start you off with a Contact Center Health Check service. Our Discovery services also include a range of more intensive business and technical consulting options. Once your project requirements are well defined, our team of experts can translate these into a design that is ready to deploy and, where needed, to develop custom applications and/or integrations. Mitel offers the following service options to augment your business partner offerings and to provide turnkey solutions.

Health Check Services

Starting with your current business objectives and challenges, we offer the Health Check service to elevate your business performance and get the most out of your current technology. We audit technology, assess operations, analyze gaps and advocate next steps. To minimize involvement of your most valuable resources, we remotely audit your current technology, licensing, configuration, work flows, work flows, and training records, and use a consultative interview approach to understand and assess your processes and operations vs. business requirements and barriers to higher performance. We deliver a report that highlights gaps and recommends opportunities on how to address these gaps.



Business Consulting Services

When you have gaps in your contact center strategy, need to sharpen performance or differentiate customer experience vs. peers, or when business requirements are hard to finalize, we offer you Business Consulting Services. Use our consultants to develop your roadmap for business and technology investments, to align your stakeholders on business, process and operational requirements, to phase project objectives, and to lead operational planning.

Solution Consulting and Design Services

Where you have well-defined business requirements and IT environmental constraints, we offer you: technical consulting services to recommend, frame and align stakeholders on your end-to-end solution architecture, detailed project phasing and technical risk management; and technical design services to analyze and design elegant inbound and outbound work flows for voice and multi-channel, integrate with 3rd party systems and processes, establish reporting and workforce management, and engineer platform topology for scale, performance, virtualization, and resiliency.

Development and Deployment Services

Our Development services can help you extend current solution capabilities to fit within your unique business environment and budget. Recognizing that each customer project has different scale and sophistication, your Deployment service will be a true collaboration whether remote or on site attentive to any project risks and responsive to issues. Mitel offers the following service options to augment your business partner offerings and to provide turnkey solutions.

Custom Development Services

As your business grows and your environment transforms, you may require custom CRM integration screen pops, or customized web, user interface, form and report design, or other third-party application integrations. We work with businesses of any size and from any vertical including hospitality, health care, education, government, banks, and more to develop innovative applications that range from simple contact center scripts to complex embedded call control and click-to-dial applications. Outbound Dialer Mitel’s Professional Services Outbound Dialer licenses are included with base MiContact Center Business Workgroup/Contact Center agent licenses, however, Mitel Professional Services are mandatory for configuring and deploying this solution. Our Outbound Dialer assigns outbound calls to agents based on agent groups, queues, and idle times, creating a blended contact center, where agents can process both inbound and outbound calls. Agents are notified of outbound call assignments with pop-up windows. They can choose to accept, decline, or requeue these calls. Outbound Dialer can create outbound dialing campaigns and report on agent activity and call success in these campaigns. Mitel’s custom development Outbound Dialer provides your business with the following benefits:

• Contact center productivity and efficiency increases when idle agents are prompted to make outbound calls during slow periods.

• Managers can define a wide variety of call outcomes, such as closed sales, requests for callbacks, and messages left by agents, that can be readily tracked and analyzed.

• Outbound calls are automated which saves time and allows agents to focus on serving customers.

• Customer information is displayed in pop-ups, enabling agents to provide efficient, informed customer service

Workforce Management Integration MiContact Center Business integration for third-party Workforce Management software is an optional, server-side application that works in conjunction with MiContact Center Business. It provides Workforce Management systems with the data required for forecasting, monitoring adherence and compliance to schedules, agent productivity metrics, and automated agent scheduling. Mitel’s Connector for Workforce Management provides integration with the following workforce management applications:

• Witness Impact 360 Integration

• IEX TotalView Integration

• Q-Max Integration



The Mitel Connector for Workforce Management provides businesses with the following benefits:

• Effective, accurate schedules can be created by using historical data to predict future service level requirements.

• Automated scheduling saves time in comparison to manual scheduling.

• Skill-based scheduling improves customer satisfaction by ensuring access to informed agents.

• Agent performance of scheduled tasks is tracked in real time. Managers are alerted to non-adherence and can intervene to improve agent productivity.

Part number 53003414 is available if professional services are required to integrate the Connector for Workforce Management to a Workforce Management application. This price includes 2 days of workforce management on-site consultancy, which includes the streaming time controller interface (real-time data) and contact statistics interface and agent scorecard metrics. Assisted implementation is a separate charge. The work carried out will only be in relation to the supported WFM application and the WFM connector and no other products. WFM knowledge, setup, and configuration of the supported WFM application is the responsibility of the customer. Please consult [email protected] for more information. Customer Relationship Management Integration MiContact Center Business integration for third-party Customer Relationship Management (CRM) software is an optional, server-side application that works in conjunction with MiContact Center Business. This section describes the Connector for Microsoft Dynamics CRM. Contact Center Screen Pop Connector for Microsoft Dynamics CRM is an optional application that works in conjunction with MiContact Center Business and Contact Center PhoneSet Manager. Contact Center Screen Pop Connector for Microsoft Dynamics CRM manages interactions between the Microsoft CRM server and agent desktops, providing click-to-dial, call logging, and screen pop capabilities. Click-to-dial from agent desktops enables agents to dial customer phone numbers with a single mouse click. Call logging of customer interactions is ensured because Microsoft CRM Phone Call or other activity pages, in conjunction with customer sales, service, marketing, or other CRM pages, are automatically delivered to the agent desktop. Based on the caller’s phone number, the toll free number the caller dialed, or customer entered digits, Contact Center Screen Pop launches CRM database pages containing pertinent customer records, providing agents with immediate access to customer information. Mitel’s Connector for Microsoft Dynamics CRM provides businesses with the following benefits:

• Click-to-dial saves time and reduces misdialed calls

• Call logging encourages compliance to business processes, improves reporting, and enables agents to readily access case histories and provide consistent service

• With critical customer information at hand, agents can reduce call response and duration times which increases efficiency and boosts customer satisfaction

Other Integrations

Integration is also available with most major CRM applications, RSSbus compliant applications, and ODBC compliant databases for a variety of use cases, including ddatabase dips for intelligent IVR routing decisions and custom screen pops. For more information, contact Professional Services at [email protected].

mailto:[email protected]

mailto:[email protected]



Chapter 22: High Availability This section provides an overview of Mitel High Availability for MiContact Center Business, and how it works. For more information, refer to the following topics:

• Overview

• Benefits

• Features

• Configuration

Overview

MiContact Center Business Release 9.0 introduces a new application level High Availability solution, delivered via partnership with Neverfail, that can replicate and provide high availability for the MiContact Center Business server, a standalone Call Accounting/Business Reporter Server, and optionally SQL Server. All quoting, ordering, services, and support are available directly through Mitel and Mitel’s partner facing tools, with optional services and Tier 3 support being provided by Neverfail as required. The high availability solution provided in Release 9.0 is an active/passive solution intended to provide:

• 4x9s of uptime (99.99%) and availability for digital channels and for voice channels when MiVoice Business

is not impacted.

• 5x9s of uptime (99.999%) and availability for voice when used in conjunction with the MiVoice Business

resiliency solution.

While every effort has been made to ensure the highest level of uptime for our customers, exact failover times are dependent on several variables: number of agents and devices configured in MiContact Center Business, bandwidth, etc. As such, MiContact Center Business failover times may vary between customers and Mitel cannot be held accountable to precise failover times or guarantee 4x9s uptime for digital media and 5x9s uptime for voice. At the core of MiContact Center Business’ high availability solution is Neverfail’s Continuity Engine. This is provided in the base license and allows a Neverfail server to be deployed, either on a physical or virtual machine, which can then replicate the MiContact Center Business server with a passive instance, also on a physical or virtual machine. The base Neverfail license can also be used to provide high availability for remote SQL Server deployments.

Benefits

The following are the benefits of using Mitel High Availability in conjunction with MiVoice Analytics: Increased availability for mission critical real time and reporting

• Failover automatically when thresholds are met and improve administrator ability to troubleshoot issues. Application-level availability

• Unlike VMware and Hyper-V, which operate at the server-level, ensure MiVoice Analytics and MiContact Center Business applications are highly available, with optional business continuity and disaster recovery configurations to ensure continuous uptime.

Features

• The Neverfail Continuity Engine server will monitor the primary MiContact Center Business server and

recover from the following:

o Server failure

o Application failure

o Loss of network connection

o Performance degradation

• In addition, the active server will constantly be providing current data to the passive server. When trigger

conditions arise, the solution can take appropriate actions, such as:

o Send an email notification



o Provide visual representation that there is a problem

o Restart a service

o Failover

• When MiContact Center Business’ high availability solution is used in conjunction with MiVoice Business

resiliency and high availability configurations, in the event of an outage:

o Voice calls that have been routed to agents will remain connected

o Voice calls that have been queued or are in an IVR workflow will be dropped

o There will be no interruption of accepting incoming voice calls in the event of a server outage if

agents are using their desktop phones to answer calls

o Callbacks will resume once the system has recovered

• When MiContact Center Business’ high availability solution is used in conjunction with Multimedia licensing

and email, Web chat, SMS, or open media, in the event of an outage:

o Digital conversations that have been routed to agents remain active. Agents will see a loss of

connection message that will clear once the connection is re-established.

o For chat, the system will attempt to connect the same agent back with the customer. Both the agent

and the customer will see a loss of connection message that will clear once the connection is re-

established.

o Email drafts will be saved and placed in the proper agent’s inbox in a reply state upon recovery.

Agents will see a connection issue message which will clear once the system recovers. Customers

will not know that there was a failover since this media is not real time.

o Agents using SMS will see a connection issue message which will clear once the system recovers.

Customers will not know that there was a failover since this media is not real time.

o Agents using open media will see a connection issue message which will clear once the system

recovers. During the recovery process, certain actions such as transfers and clearing may not

work, but after recovery everything will function as expected.

o Digital conversations that have been queued will not be dropped. They will be re-queued into the

same queue. The ordering of the items in the queue will be the same before and after the recovery.

Note that while this re- queuing is happening, new conversations may come into the system and

get ahead of some items that are being re-queued. If there are queues with priorities, the priority

may not hold depending on the order in which conversations are re-queued.

o Digital conversations that are open in multimedia workflows will be re-evaluated based on their time

in system and the workflow they are in. In-queue workflows are re-run; they do not resume from

where they left off during the outage. This means that all activities could run a second time and the

path of the conversation could change.

o New incoming emails will queue in the email server until the system becomes available to route

them.

o New chat sessions will not be able to connect until the system becomes available. The customer

will see that the estimated wait time is unknown during this timeframe.

Software cannot solely provide high availability; human intervention is required once a failure occurs. Upon a failure, the dealer or customer needs to troubleshoot why the failover occurred and resolve the issue on the failed component as required. If action is not taken to resolve issues on the system that failed, the system will no longer be highly available. Best practices for configuration, architecture, and troubleshooting are provided in the MiContact Center Business & Business Reporter High Availability Guide.



Configuration

The primary high availability architecture consists of two MiContact Center Business servers, one active and one passive on the same LAN. This is licensed using 54009329 - MiContact Center HA Pair. The Neverfail Continuity engine mirrors the primary server to create a replica passive server and manages critical data between the two MiContact Center Business systems, monitoring for potential triggers and taking automated action, as required. This configuration is displayed in the following architectural diagram:

Figure 53: Base High Availability Configuration

The second reference architecture builds upon the base high availability configuration but places the passive MiContact Center Business server on another site on the WAN to provide site-based disaster recovery capabilities. In this configuration, there is an additional, optional license for Neverfail’s WanSmart module, which can optimize bandwidth between the active and passive servers across the WAN. This is licensed using 54009329 - MiContact Center HA Pair and 54009331 - MiContact Center HA WanSmart. This configuration is displayed in the following architectural diagram:

Figure 54: Disaster Recovery Configuration

The third reference architecture is a combination of the first two, where the core Neverfail license provides high availabili ty at the local site between an active and a passive MiContact Center Business server, and then a third “tertiary” MiContact Center Business Server is deployed across the WAN as a business continuity option. In this configuration, the Neverfail WanSmart license can optionally be deployed. This is licensed using 54009329 - MiContact Center HA Pair and 54009331 - MiContact Center HA WanSmart, and 54009332 - MiContact Center Tertiary. This configuration is displayed in the following architectural diagram:



Figure 55: Business Continuity Configuration

The following documents will be made available as we progress towards General Availability of MiContact Center Business Release 9.0 to help partners with quoting, ordering, and licensing MiContact Center Business’ high availability solution, as well as understanding best practices, the various supported architectures, etc.:

• MiContact Center Business – Order Information Guide

• MiContact Center and Business Reporter High Availability Guide

Documents

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