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General Information Guide - Release 3.1
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Mitel Networks 6100 Contact Center Solutions
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 incorporates
• Mitel Networks 6110 Contact Center Management (CCM)
• Mitel Networks 6115 Interactive Contact Center
• Mitel Networks 6120 Contact Center Scheduling
• Mitel Networks 6150 Multimedia Contact Center (MCC)
• Mitel Networks 6160 Intelligent Queue (IQ)
• Mitel Networks 6170 Contact Center Quality Monitoring
• Mitel Networks 6180 Contact Media Costing.
Mitel Networks 6110 Contact Center Management
Mitel Networks 6110 Contact Center Management is an application that manages ACD information. It
uses the familiar Microsoft Excel and Microsoft Internet Explorer interface. Contact 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.
The incorporated applications include:
• Reporter
• Report Inbox
• SuperAdvisor
• AgentAdvisor
• SuperAuditor
• Wallboarder
• Forecasting
• Multisite Reporting, Monitoring and Forecasting
• Chatline
• Inspector.
Mitel Networks 6115 Interactive Contact Center
Mitel Networks 6115 Interactive Contact Center enables supervisors to alter the way calls are
handled in the contact center. The web-based interface enables supervisors to
• Put queues (paths) in and out of operation (DND)
• Schedule queues to open or close based on time of business day
• Put Agents in and out of DND
• Put Agents in and out of Make Busy
• Log in and log out Agents
• Move Agents to different answer points
• Agents can make busy with reason codes.