Mitel Networks 6120 Contact Center Scheduling; Mitel Networks 6150 Multimedia Contact Center; Mitel Networks 6160 Intelligent Queue - Mitel 3300 ICP General Information Manual

3300 ICP General Information Guide

Mitel Networks 6120 Contact Center Scheduling

Mitel Networks 6120 Scheduling integrates with the 6110 CCM forecasting to provide supervisors
with automated capabilities to
•
Automatically schedule agents to meet forecasted contact center activity levels on a per shift,
daily, weekly and monthly basis
•
Efficiently schedule agents by assigning them tasks based on their skill set
•
Schedule within budget by viewing the automatically generated reports on the financial impact of
each schedule
•
Adjusting schedules on the fly when conditions change
•
Plan and track training, meetings, vacations, and sick leave with sophisticated accrual-based
leave planning
•
Storing employee skills, hire dates, payroll rates, ID photos, addresses, and emergency
information in employee profiles
•
Reporting on schedules, budgets, or payroll rates–there are 29 reports in all
•
Importing or exporting scheduling information using dBase, Microsoft Access, Excel or FoxPro.

Mitel Networks 6150 Multimedia Contact Center

Mitel Networks 6150 MCC is a modular offering that integrates with Microsoft Exchange 2000 and
Outlook to
•
Automatically route incoming email and Web-chats to the next available agent
•
Create unique auto-acknowledgement messages based on email aliases and email queues
•
Assign a unique tick number to each incoming and outgoing email, linking the customer's entire
email history together.
•
Provide supervisors with the ability to view, generate, schedule, and share reports across all
contact center multimedia elements over any date & time horizon.
•
Provide supervisors with dynamic, real-time, browser based display of agent and queue activity
across different media types.
•
Enable agents to treat emails like voice calls by assigning hold status to email and transferring
them to other agents
•
Enable supervisors to create and manage FAQ response templates.

Mitel Networks 6160 Intelligent Queue

Mitel Networks 6160 IQ is an all-in-one, scalable (supports 4-64 ports), browser based announcement
solution for contact centers. It enables supervisors and managers to rapidly and intuitively:
•
Provide callers in queue with pre-recorded announcements -Static Recorded Announcement
•
Provide callers with their expected wait time or position in queue -TIQ Talk
•
Provide callers with time of day, day of week or exception based messaging -Smart Messaging
•
Perform automated attendant operations to guide callers to the most appropriate information,
ACD path or extension -Smart Choice.
•
Provide callers in queue with the option of entering their phone number and voice message
requesting a queued call back from the contact center -Voice Callback
•
Enable a customer to submit a request for contact via the web -Web Callback
•
Allow a call to be routed by ANI, time of day or current queue conditions -Smart Routing
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