Mitel SX-2000 - Manual (Page 42)

SX-200 General Information Guide
28 Revision A 50003510
Mitel Networks 6100 Contact Center Solutions
Mitel Networks 6100 Contact Center Solutions (6100 CCS) include automated call distribution,
interactive voice response, computer-telephony integration, real-time workforce management,
intelligent in-queue messaging, email, web chat, fax routing and queuing, and comprehensive
reporting capabilities. The 6100 CCS product has a suite of applications that enable customers
to maximize the efficiency of their call center.
The 6100 CCS product incorporates
• Mitel Networks 6110 Contact Center Management
• Mitel Networks 6115 Interactive Contact Center
• Mitel Networks 6120 Contact Center Scheduling
• Mitel Networks 6150 Multimedia Contact Center
• Mitel Networks 6160 Intelligent Queue.
Mitel Networks 6110 Contact Center Management is an application that manages ACD
information. The application uses a familiar Microsoft Excel and Microsoft Internet Explorer
interface. Call Center managers can log on to any PC to run reports, monitor real time activities,
forecast the number of agents required, and perform numerous management functions over
the network.
Mitel Networks 6115 Interactive Contact Center enables supervisors to alter the way calls are
handled in the call center.
Mitel Networks 6120 Contact Center Scheduling works in conjunction with the Mitel Networks
6110 Contact Center Management application to optimize staffing levels to match business
needs.
Mitel Networks 6150 Multimedia Contact Center works with Microsoft Exchange and Outlook
to provide Contact Centers with automatic e-mail distribution. E-mails are sent to one address,
and the application manages the distribution based on agent availability and skill level. The
process is similar to the way that Automatic Call Distribution works for telephone calls.
Mitel Networks 6160 Intelligent Queue enhances Mitel Networks 6110 Contact Center
Management. 6160 IQ is an intelligent recorded announcement device (RAD) that allows call
centers to customize which messages callers will hear based on the time, date, and/or number
of callers in the queue. The application is managed through a web-based interface with .WAV
file recordings.