Mitel 5760 VC Specifications download pdf (Page 40)

3300 ICP General Information Guide

Optional Fax Mail and Fax Server

• Fax Mail allows users to receive faxes in their desktop mailbox. The fax board in the 6510

Unified Messaging server receives the faxes and deposits them in the appropriate

mailbox(es). Fax Mail then notifies the user of the fax message. Upon opening the file, the

default fax viewer displays the document. The user can then print, redirect, or save the fax.

Through the mailbox, callers are prompted to press a key to print their fax or redirect it to

another fax machine.

• Fax Server is an off-board (separate server) option that comprises two major components -

Fax Server and Fax Client. Fax server is a powerful, high-volume document-delivery and

receipt solution that reduces costs and improves efficiency. It provides real-time document

delivery from the desktop to fax machines, other Fax Clients, and the Internet by controlling

the sending and receiving of faxes to desktops for multiple concurrent users at once.

• Both Fax solutions support configurations of 2 to 16 analog fax ports.

Mitel Networks 9910 Commander Contact Center

The Mitel Networks 9910 Commander Contact Centre is an innovative advancement in contact centre

communications and control, extending the boundaries of the customer-agent interaction to support a

wide range of contact types in a completely integrated environment. Commander’s patented solution

provides Multimedia Interaction Management™ through the most comprehensive set of tools on the

market - routing, queuing, tracking, and reporting on inbound and outbound calls, e-mail, Web Chats,

Web Requests, faxes, voice mail, and blended calls (preview dialling).

Commander handles customer requests from the arrival of an interaction to the final wrap-up. Fully

integrated features such as Interactive Voice Response (IVR) and e-mail parsing identify customers

and their needs. Commander applications query third-party applications or mainframe databases to

lookup customer data or information about a call (i.e., who the caller is, caller ID, type of support

contract the caller has, etc.). By linking to CRM data, Commander retrieves details about the

customer. Intelligent queuing and data-directed routing ensure an optimal path for every interaction.

By using Web-based administration, real-time monitoring, and a comprehensive decision

management system, a complete, customizable picture of the contact centre operations is created for

all levels of management.

The Commander solution transforms the contact centre into a true business interaction centre,

embodying characteristics unique to the industry. Features of the system include:

• Internationalised product. The user interfaces and documentation now support localisation,

including double-byte encoded languages such as Japanese.

• Complete switch independence and support. The product interfaces to any combination of

switches (PBX, ACD, IP, or central office). It can utilize analog, digital, and Computer-

Telephone Integration (CTI) switch link connections.

• Interoperability with external systems. Business data can be exchanged with any database or

application through industry standard protocols and access methods, including ODBC, OLE,

DDE, HLLAPI, and programmatic interfaces.

• Configurable methods of communication. Interactions are managed and distributed to agents

using customizable prioritization and escalation strategies. Configurable alarms can be

utilised to present visual and audio cues, or trigger any programmable action.

• Packaged integration. Interactions can be managed from beginning to end within the

boundaries of the product through supported Interactive Voice Response (IVR) routing,

queue handling, voice messaging, and voice recording functions. Alternatively, external

systems can be utilised to support these functions through interoperability.

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Mitel 5760 VC Specifications Page 40

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