Mitel NETVISION PHONE
Manuals and User Guides for Mitel NETVISION PHONE. We found 4 manuals for free downloads: Specification, User Guide, User's Guide
Mitel NETVISION PHONE User guide
Brand: Mitel Category: Telephones Size: 3 MB Pages: 201
Languages: English
Table of contents
- 1 Contact Center Solutions General Information Guide
- 3 Table of Contents
- 11 Chapter 1 About this Document
- 13 Overview
- 13 Audience
- 14 Product Naming Conventions
- 14 About the Contact Center Solutions Documentation
- 17 Chapter 2 Contact Center Solutions
- 19 Introduction
- 19 Overview
- 19 Contact Center Enterprise Edition
- 20 Contact Center Business Edition
- 20 Contact Center Solutions Portfolio
- 22 Call Accounting
- 22 Mitel Professional Services - Custom Development
- 22 Contact Center Solutions Applications
- 25 Configuration
- 25 Supported languages
- 26 North American and LAM Extended Service and Support
- 27 Contact Center Enterprise Edition
- 27 Contact Center Business Edition
- 27 Standard
- 27 Premium
- 27 Premium Plus (24/7/365)
- 28 Graduated discount with the purchase of multiple service and support agreements
- 28 “Pay per incident” support
- 28 Contact Center Solutions extended service and support re-enlist penalty
- 28 Extended Service and Support - Business to Enterprise upgrade
- 28 Europe, the Middle East, and Africa Extended Upgrade
- 29 Extended Upgrade Package
- 29 Contact Center Enterprise Edition
- 29 Contact Center Business Edition
- 29 Graduated discount with the purchase of multiple service and support agreements
- 29 Contact Center Solutions extended service and support re-enlist penalty
- 29 Extended Upgrades - Business to Enterprise upgrade
- 31 Chapter 3 Automatic Call Distribution
- 33 Introduction
- 33 Overview
- 34 How ACD Works: The ACD Routing Engine
- 35 ACD Support
- 38 Features and Benefits
- 45 Chapter 4 Contact Center Management
- 47 Introduction
- 47 Overview
- 47 Browser-based solution
- 48 Data collection at local sites
- 48 3300 ICP and SX-200 ICP
- 48 SX-200
- 49 Applications
- 49 Historical data management
- 49 Reporting
- 50 Generating Lifecycle reports
- 50 Report distribution
- 50 Data mining
- 51 Viewing historical events in simulated real-time
- 51 Real-time monitoring
- 52 Real-time monitoring for supervisors
- 52 Real-time monitoring for agents
- 53 Communicating in real time
- 53 Viewing extensions
- 54 Hot desking
- 54 External hot desking
- 54 Enabling home-based and remote employees to use Contact Center Client
- 55 Forecasting
- 55 Data collection monitoring
- 55 Network Monitor
- 55 Database programming
- 56 Configuring the YourSite database
- 56 Configuring devices using YourSite Explorer
- 57 Virtual queue groups
- 57 Recording calls
- 57 Services and database administration
- 57 Management Console
- 59 Chapter 5 Contact Center Management Enterprise Node
- 61 Introduction
- 61 Overview
- 61 Data collection at remote sites
- 61 SX-200 (pre 17)
- 62 SX-200 (post 17)
- 62 3300 ICP and SX-200 ICP
- 62 3300 ICP
- 62 Features
- 63 ACD and SMDR data collection
- 63 Data synchronization and storage
- 63 Telephone system-neutral data collection process
- 63 Requirements
- 63 Configuration
- 65 Chapter 6 Resiliency and ACD Resiliency
- 67 Introduction
- 67 Overview
- 68 Benefits
- 68 Resiliency Support for Contact Center Applications
- 68 Features
- 68 Calls in queue are not lost
- 69 Calls in progress are maintained
- 69 Callers are unaware of the outage or system event
- 69 Agent states are retained
- 69 Single points of failure are minimized
- 69 Interactive Contact Center support is maintained on resilient telephone systems
- 69 Real-time monitors notify you of agents who are in failover mode
- 69 Reports convey agent performance without breaking up the shift
- 69 Configuration
- 70 Basic ACD Resiliency
- 70 Basic configuration 1: Two controllers with up to 120 agents
- 71 Basic configuration 2: Two controllers with up to 120 agents
- 72 Advanced ACD Resiliency
- 72 Advanced configuration 1: Three controllers with up to 120 agents
- 73 Advanced configuration 2: Three controllers scaling to greater than 120 agents
- 75 Full ACD Resiliency
- 75 Full configuration 1: Four controllers scaling to greater than 120 agents
- 76 Full configuration 2: Four controllers with up to 250 agents
- 79 Chapter 7 Virtual Contact Centers
- 81 Introduction
- 81 Overview
- 81 Benefits
- 82 Configuration
- 82 Configuration 1: Failover to local secondary
- 83 Configuration 2: Failover to central secondary, then local tertiary
- 85 Chapter 8 Flexible Reporting
- 87 Introduction
- 87 Overview
- 87 Benefits
- 87 Features
- 88 Create custom reports with an easy-to-use wizard interface
- 88 Select from existing column headings to build a report
- 88 Combine like-data across device types
- 88 Control column order
- 88 Customize column headings
- 88 Render reports in Excel .xls and Adobe .pdf formats
- 88 Select column headers for two or more devices and combine them in one report
- 88 Add your corporate or third party logo to reports
- 88 Produce customized reports on a scheduled or on-demand basis
- 89 Chapter 9 Interactive Contact Center
- 91 Introduction
- 91 Overview
- 91 Benefits
- 92 Features
- 92 Real-time agent state control
- 92 Real-time path control
- 92 Real-time agent group presence control
- 93 Scheduled path control
- 93 Path control plans
- 93 Enhanced agent shift reporting
- 94 Configuration
- 94 3300 ICP configuration
- 95 Telephone System Hardware and Software Requirements
- 97 Chapter 10 Interactive Visual Queue
- 99 Introduction
- 99 Overview
- 99 Benefits
- 99 Detailed caller information
- 99 Call redirection
- 100 Integration with other applications
- 100 Features
- 100 Detailed call statistics
- 101 Contact prioritization
- 101 Single-point database administration
- 101 Integrated agent control
- 101 Integrated real-time presence
- 101 Ability to send a call in queue to a specific dialable number
- 103 Chapter 11 Contact Center Softphone & Contact Center PhoneSet Manager
- 105 Introduction
- 105 Overview
- 105 Benefits
- 105 Features
- 106 Time-saving features
- 106 5220 IP Phone display features and menus
- 106 Telephony functions
- 107 Support for Personal Identification Number (PIN) protection
- 107 Call notes
- 107 Single-point data administration
- 107 Integrated agent control
- 108 Integrated real-time presence
- 108 Integrated call control and prioritization
- 108 Pre-announcement messages
- 108 Silent monitoring
- 108 Report creation on calls tagged with account codes and call classification codes
- 110 Support for hot desking agents
- 110 Support for external hot desking, home-based, and remote employees
- 110 Resiliency
- 111 Chapter 12 Workforce Scheduling
- 113 Introduction
- 113 Overview
- 114 Schedule Adherence
- 114 Employee Portal
- 114 Features
- 114 Automatic schedules
- 115 Skill-based schedules
- 117 Customized agent schedules
- 117 Easy-to-use interface
- 117 Multi-client support
- 117 Accrual-based time-off planning
- 117 Reporting
- 117 Benefits
- 119 Chapter 13 Schedule Adherence
- 121 Introduction
- 121 Overview
- 121 Features
- 122 Real-time agent information displayed in a familiar user interface
- 122 Adherence Detail Grid monitor
- 123 Adherence Timebars monitor
- 123 Adherence reports
- 123 Customizable adherence alarms
- 124 Benefits
- 125 Chapter 14 Employee Portal
- 127 Introduction
- 127 Overview
- 127 Features
- 128 Benefits
- 129 Chapter 15 Contact Center Screen Pop
- 131 Introduction
- 131 Overview
- 131 Benefits
- 131 Features
- 132 Access to detailed caller information
- 132 Customizable display options
- 132 Seamless Customer Relationship Management (CRM) integration
- 132 Enhanced agent support
- 133 Chapter 16 CTI Developer Toolkit
- 135 Introduction
- 135 Overview
- 135 Features
- 136 CTI Developer Toolkit - Server DLL
- 136 CTI Developer Toolkit - Client DLL
- 136 Configuration
- 141 Chapter 17 IVR Routing
- 143 Introduction
- 143 Overview
- 143 Call flows
- 144 Call flow types
- 144 RAD messages
- 145 Call flow examples
- 145 Example 1 - Advanced ANI routing
- 146 Example 2 - Advanced DNIS routing
- 147 Example 3 - Schedules and Menus
- 148 Example 4 - Premium Collected Digits
- 149 Benefits
- 149 Core Features
- 149 Visual diagramming
- 150 Hunt group configuration
- 150 Prompt and playlist editor
- 150 Network Monitor enhancements
- 150 Single point of administration
- 150 Scalability and Resiliency
- 150 RAD Messages
- 151 Callbacks
- 151 Music on hold
- 151 Time in Queue
- 151 Updated Position in Queue
- 151 Port Status Monitor
- 151 Port Sizing Tool
- 152 IVR Management
- 152 Configuration
- 153 Chapter 18 Multimedia Contact Center
- 155 Introduction
- 155 Overview
- 156 Features
- 156 Advanced routing
- 157 Agent productivity tools
- 157 Supervisor management
- 158 Multimedia Contact Center Social Media Integration
- 159 Configuration
- 159 Multimedia Contact Center basic configuration
- 159 Multimedia Contact Center email routing
- 160 1. The corporate email server uses Active Directory to determine that the destination is a mail-enabled public folder located on the exchange server (found on the Contact Center Solutions Server). It then automatically forwards the customer’s email...
- 160 2. The Multimedia Contact Center email router automatically sends the customer a customizable email, which acknowledges that your company has received their email.
- 160 3. The Multimedia Contact Center email router uses an ACD algorithm to queue the email and distribute it to the longest idle Multimedia Contact Center email agent.
- 160 4. The Multimedia Contact Center email agent opens the email, responds, and then sends a reply. The Multimedia Contact Center email agent answers emails using Outlook with an add-in that allows agents to log in to Multimedia Contact Center to make th...
- 160 Multimedia Contact Center chat routing
- 161 1. A customer visits your website and clicks the “Chat Now” graphic on your Web page.
- 161 2. A form is displayed where the customer enters their name, email address, and the subject of the chat session. The customer then submits the chat request.
- 161 3. The Web server receives the chat request and initiates a chat session.
- 161 4. The customer’s browser loads the Multimedia Contact Center Web chat Java applet into their browser.
- 161 5. The Multimedia Contact Center Web chat router (found on the Contact Center Solutions Server) is notified of the new chat session, the chat session request is saved, and the ACD algorithm begins.
- 161 6. The Multimedia Contact Center Web chat router uses the ACD algorithm to queue the chat session and distribute it to the longest idle Multimedia Contact Center chat agent.
- 161 7. The Multimedia Contact Center Web chat agent answers the chat request using Outlook with a Multimedia Contact Center Outlook add-in. Each agent is assigned a public folder, which is used as an inbox for Multimedia Contact Center Web chat requests....
- 161 8. The agent opens the chat request and a custom chat form is used to chat with the customer. Note that behind the firewall, chat messages travel over port 5024 between the agent’s PC and the Contact Center Solutions Server, and over port 5022 betw...
- 162 9. Either the agent or the customer can end the chat session. If the customer ends it, the Web server notifies the Multimedia Contact Center Web chat router that the session is finished and the chat agent is available to answer another chat request. ...
- 162 10. The customer is sent an email containing a transcript of the finished chat session.
- 162 Multimedia Contact Center fax routing
- 162 1. The customer’s fax is received by your GFI server. The GFI server accepts the fax and converts it to an electronic format (.TIF) and attaches the .TIF to an email.
- 162 2. The Multimedia Contact Center fax router automatically sends the customer a customizable email, which acknowledges that your company has received their email (optional).
- 162 3. The GFI Server forwards the electronic fax to the Multimedia Contact Center fax router as a .TIF file.
- 162 4. The Multimedia Contact Center fax router receives the new fax and creates a fax request. The fax request is saved and the ACD algorithm begins.
- 162 5. The Multimedia Contact Center fax router uses an ACD algorithm to queue the fax and distribute it to the longest idle Multimedia Contact Center fax agent.
- 162 6. The Multimedia Contact Center fax agent replies to the customer’s fax, either by fax or by email from the Multimedia Contact Center Outlook plug-in. The Multimedia Contact Center fax agent answers fax requests using Outlook with a Multimedia Con...
- 163 Software interfaces
- 167 Chapter 19 Professional Services Custom Development
- 169 Introduction
- 169 Overview
- 169 OutBound Dialer
- 169 Benefits
- 170 Workforce Management Integration
- 170 Benefits
- 170 Customer Relationship Management Integration
- 170 Contact Center Screen Pop Connector for Microsoft Dynamics CRM
- 171 Benefits
- 171 Salesforce.com Integration
- 171 Benefits
- 172 Other Integrations
- 173 Chapter 20 Third Party Integration
- 175 Introduction
- 175 Overview
- 175 Software connectors
- 175 OAISYS Tracer
- 175 Microsoft Lync Server 2010
- 176 Global Partners
- 176 Call Recording
- 176 Cybertech: SMB Recording Solution Myracle Platform
- 176 Cybertech: Enterprise Recording Solution Pro Platform
- 177 Voice Print International (VPI): Activ!Voice Recording Solution
- 177 Interactive Voice Response (IVR)
- 177 Syntellect: Syntellect Voice Platform
- 177 North America Partners
- 177 Call Recording
- 178 OAISYS: SMB Recording Solution Talkument
- 178 OAISYS: Enterprise Recording Solution Tracer
- 178 Telrex: CallRex Call Recording
- 179 Speech Analytics
- 179 Telrex: CallRex Speech Analytics
- 179 Interactive Voice Response (IVR)
- 179 Voice 4 Net: ePBX Custom IVR
- 179 Multi-Channel Routing
- 179 Revation: Link Live Secure Chat and Email Routing
- 179 Campaign Management
- 180 Teledirect: Liberation and Liberation Express Campaign Platform
- 180 Europe, Middle East, Africa (EMEA) Partners
- 180 Call Recording
- 180 ASC: Marathon Evolution Call Recording
- 180 RedBox: RedBox Call Recorder
- 181 Xarios: Xarios Call Recorder (UK only)
- 181 Multi-Channel Routing
- 181 New Media: Adaptive Messaging (UK only)
- 181 New Media: Adaptive Web Assist (UK only)
- 182 Campaign Management
- 182 New Media: Adaptive Campaign Editor (UK only)
- 182 Outbound Dialer
- 182 New Media: Adaptive Progressive and Predictive Dialer (UK only)
- 182 Xarios: Xarios Outbound Dialing (UK only)
- 183 Chapter 21 Traffic Analysis
- 185 Introduction
- 185 Overview
- 185 Features
- 185 Traffic Attendant reports
- 186 Traffic DTMF Receiver Group reports
- 187 Traffic Route reports
- 188 Traffic Trunk reports
- 191 Chapter 22 Mitel Border Gateway Connector
- 193 Introduction
- 193 Overview
- 193 Features
- 193 Benefits
- 194 Configuration
- 195 Chapter 23 Secure Recording Connector
- 197 Introduction
- 197 Overview
- 198 Features
- 198 Resiliency
- 198 Security
- 198 Recording Beep
- 198 Compatibility
- 198 3300 ICP
- 198 7.0
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 No
- 198 7.1
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 8.0
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 198 Yes
- 199 Configuration
Mitel NETVISION PHONE User`s guide
Brand: Mitel Category: Telephones Size: 864 KB Pages: 48
Languages: English
Table of contents
- 7 Purpose of this guide
- 7 Who this guide is written for
- 7 Symbols used in this guide
- 7 Where to find more information
- 8 If you have suggestions for improvement
- 11 What is OPS Manager?
- 12 Advantages of using OPS Manager
- 12 What types of networks can be managed?
- 14 OPS Manager software options
- 14 Network element software options
- 15 Managing a stand-alone element
- 15 Managing a network
- 16 Getting started
- 16 Starting OPS Manager
- 17 About the top-level menu bar
- 18 Exiting OPS Manager
- 21 What’s new in this release?
- 21 Release 6.9.1
- 21 Day/Night Service Scripts
- 21 Network Scalability
- 21 Performance Improvement
- 22 SpectraLink NetLink Resiliency
- 22 Release 6.9
- 22 Active Directory Object Identifiers (OIDs)
- 22 Integrated User Management
- 22 Security Improvements
- 23 Support for 3300 ICP Release 5.0
- 24 Support removed for 3200 ICP and 3800 WAG
- 24 External software
- 24 Performance Improvement
- 24 Release 6.8
- 24 Moves, adds, and changes
- 25 Backwards compatibility
- 25 External software
- 25 Support for 3300 ICP Release 4.1
- 25 OPS Manager Enhancements
- 26 Release 6.7
- 26 Support for 3300 ICP Release 4.0
- 26 Support for SX-2000 LW 32 Release 1.1
- 27 Other OPS Manager Enhancements
- 28 Release 6.6.2
- 29 Release 6.6.1
- 29 Release 6.6
- 29 Release 6.5
- 30 Release 6.4
- 30 Release 6.3
- 31 Release 6.2
- 31 Release 6.1, Iteration 2
- 31 Release 6.1, Iteration 1
- 32 Telephone directory management
- 32 Alarms management
- 33 Network administration
- 33 OPS Manager administration tasks
- 33 Windows administration tasks
- 34 Moves, adds & changes
- 34 Moves, Adds, and Changes Editor
- 35 Moves, Adds & Changes Scheduler
- 37 Integrated directory services
- 38 Mitel NuPoint Messenger Administration
- 39 Resiliency
- 39 Resiliency Policy
- 39 MAC operations
- 43 Glossary
Mitel NETVISION PHONE Specifications
Brand: Mitel Category: Telephones Size: 1 MB Pages: 93
Languages: English
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Mitel NETVISION PHONE User guide
Brand: Mitel Category: IP phones Size: 322 KB Pages: 30
Languages: English
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