Mitel Networks 6100 Contact Center Solutions; Mitel Networks 6110 Contact Center Management; Mitel Networks 6115 Interactive Contact Center - Mitel 3300 ICP General Information Manual

Mitel Networks 6100 Contact Center Solutions

Mitel Networks 6100 Contact Center Solutions (CCS) is a suite of applications that enhances the
integrated ACD functionality of the 3300 ICP. These applications enable customers to maximize the
efficiency of their contact center. This suite comprises
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Mitel Networks 6110 Contact Center Management (CCM)
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Mitel Networks 6115 Interactive Contact Center

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Mitel Networks 6120 Contact Center Scheduling
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Mitel Networks 6150 Multimedia Contact Center (MCC)
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Mitel Networks 6160 Intelligent Queue (IQ)
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Mitel Networks 6170 Quality Monitoring
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Mitel Networks 6200 Cost Management in a Contact Center

Mitel Networks 6110 Contact Center Management

Mitel Networks 6110 Contact Center Management (CCM) is a browser-based contact-center-
management solution that provides supervisors and managers with advanced capabilities for
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Forecasting contact center activities based on historical activities and what-if scenarios
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Real-time agent/supervisor communications
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Real-time monitoring of contact center activities, including queue and agent status, average wait
times, and more
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Viewing of historical events
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Historical reporting including On the fly, and scheduled report generation on all contact center
elements and contact types over any date and time span
The 6110 CCM includes the following features:
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Real-time Monitoring –SuperAdvisor
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Historical Monitoring –SuperAuditor
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Historical Reporting -Reporter
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Forecasting –4Sight
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Agent real-time Monitoring –AgentAdvisor
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Instant Messaging –ChatLine
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Spectrum Wallboard support –Wallboarder
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ACD & SMDR Search capabilities –Inspector
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Multi-site historical reporting, real-time monitoring & agent forecasting –Enterprise Node
Mitel Networks 6115 Interactive Contact Center
The Mitel Networks 6115 Interactive Contact Center provides supervisors with browser-based tools
that enable them to:
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Dynamically control the availability of individual agents and queues
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Schedule ACD queues to automatically open and close according to business hours
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Enable Do Not Disturb on specific queues, diverting callers to alternative answering points
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Make individual agents busy with reason codes
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Communicate with agents when their state has changed.
3300 ICP General Information Guide
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