Filter
Top Products
Adding media servers 79
SX-2000 ACD (Automatic Call Distributor)
The SX-2000 ACD system runs with ACD Telemarketer 2000 (ACD-2) software. It has SMDR and ACD real-
time data streams over RS-232 or TCP/IP.
See “Adding an SX-2000 ACD media server” on page 93.
SX-200 Call Accounting
The SX-200 system has SMDR records delivered over a single data connection, RS-232, or TCP/IP.
See “Adding an SX-200 Call Accounting media server to a site” in the Mitel Call Accounting User Guide.
Multimedia Contact Center Email
The Multimedia Contact Center Email routing engine leverages Microsoft® Exchange Server 2003/2007 to
dynamically allocate emails to agents on their Microsoft® Outlook 2003 desktops. The Exchange Server
2003/2007 dedicated to Multimedia Contact Center Server must talk to your corporate mail server.
See “Adding a Multimedia Contact Center Email media server” on page 94.
Multimedia Contact Center WebChat
The Multimedia Contact Center WebChat routing engine dynamically allocates live chat sessions from
customers over the Web to agents on their Microsoft® Outlook 2003/2007 desktops. The WebChat routing
engine uses Microsoft® Exchange Server 2003/2007, and a chat component that resides on your Web server.
See “Adding a Multimedia Contact Center WebChat media server” on page 97.
Multimedia Contact Center Fax
The corporate fax server converts customer faxes to electronic format. Then the Multimedia Contact Center
Fax routing engine dynamically allocates faxes from customers to agents on their Microsoft® Outlook
desktops.
See “Adding a Multimedia Contact Center Fax media server” on page 100.
Intelligent Queue
Intelligent Queue is an “all-in-one” announcement package for contact centers. Intelligent Queue uses the
Enterprise Server for real-time statistics (required for the Intelligent Queue Talk option) and for historical
reporting of Intelligent Queue caller activity (Call Detail reporting option).
See “Adding an Intelligent Queue media server” on page 103.
Adding a 3300 ICP media server
We recommend that you add 3300 ICP media servers in YourSite Explorer. However, you can optionally add
3300 ICP media servers in the Contact Center Management website.
You must first add the 3300 ICP media server and then configure its location settings, data collection settings,
data summary options, MiTAI options, Network Monitor settings, and, optionally, call recording (YourSite
Explorer only).
Adding a 3300 ICP media server in YourSite Explorer
To add a 3300 ICP media server in YourSite Explorer
1. In YourSite Explorer, click Media servers.
2. Click Add=>3300 ICP.
3. After Name, type the name of the media server.
NOTE: To distinguish between the various types of media for management and reporting purposes,
you must give each media server a unique name when setting up your site.
4. After Site, select the site where the media server resides.
5. After Computer name, select the computer where the server resides.
6. After Media server type, select the type of media server.