Mitel 5606 Spezifikationen PDF herunterladen (Seite 74)

General Information Guide

With dynamic license allocation, customers can purchase the number of concurrent licenses

required for their operation.

For a description of the 3300’s Hot Desking capabilities see “Hot Desking” on page 17

Applications for Formal Contact Centers

A formal contact center is typically an organization that operates one or more call centers that

are critical to their business. Formal contact centers can be large or small. They have advanced

needs such as multi-channel, highly customized Interactive Voice Response (IVR), extensive

reporting, and customized integrations with Customer Relationship Management (CRM)

applications and other business processes. Mitel’s formal contact center solutions provide a

formal way of dealing with incoming calls and support a range of basic to advanced functionality

and price points. They are built on the sophisticated call routing functionality of the ACDII

application in MCD.

Mitel’s formal contact center solution supports dynamic Extensions for agents, extending ACD

features to all IP, SIP, and external devices, and enabling External Hot Desk Agents (EHDAs)

to be on 3rd party endpoints, such as cell phones, on analog phones, or at home. The solution

provides ACD dimensioning for active agents, agent skill groups, dial out of queue points, and

RADs.

Support for Mitel Contact Center Solutions in Virtualized Environments

Mitel’s formal contact center solutions take advantage of the improved performance, ease of

use, and comprehensive management capabilities of data center virtualization. These solutions

are fully supported in virtualized (VMware) environments, where virtual appliances are created

to simplify configuration and installation. All of the advanced contact center and general

business functionality is supported, with the exception of web callbacks and Music on Hold

(due to their requirement for a sound card), and Multimedia Contact Center (coming soon).

Mitel’s formal contact center solutions include

• “Mitel Contact Center Business Edition” on page 68

• “Mitel Contact Center Enterprise Edition” on page 69

• “Commander Contact Centre” on page 69

Mitel Contact Center Business Edition

Mitel Contact Center Business Edition is designed for organizations that need to process

incoming calls in a formal way, and require advanced capabilities with minimal customization.

Contact Center Business Edition is designed for single-site contact centers that have 25 or

fewer agents and focused application needs. Contact Center Business Edition provides

• An award-winning graphical agent desktop

• A Core set of historical and real-time reports

• Consolidated agent and queue management

• Rich voice automatic call distribution (ACD) functionality

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