Mitel 5606 Specifications download pdf (Page 73)

Applications

SpectraLink Open Application Interface

The SpectraLink Open Application Interface (OAI) enables handsets to function as two-way

messaging devices: they provide integration with other enterprise systems and enable mobile

workers to access critical information.

Customer Interaction Solutions

The Mitel Customer Interaction Solutions product suite combines robust communications

platforms, Automated Call Distribution (ACD), and a modular suite of feature-rich, web-based

applications for streamlining contact center management, and enabling advanced multimedia

customer contacts. The Mitel Customer Interaction Solutions portfolio includes

• “Automatic Call Distribution” on page 67

• “Applications for Formal Contact Centers” on page 68

• “Mitel Contact Center Business Edition” on page 68

• “Mitel Contact Center Enterprise Edition” on page 69

• “Commander Contact Centre” on page 69

• “Applications for Informal Contact Centers” on page 70

• “Mitel Customer Service Manager” on page 70

Automatic Call Distribution

MCD provides fully integrated Automatic Call Distribution (ACD) functionality through either the

ACDII or ACD express call routing applications. Targeting formal and informal contact centers

respectively, ACDII and ACD express provide call distribution, agent mobility, feature

configuration, administration, and recorded announcements. MCD’s integrated ACD

functionality is enhanced by the Mitel Contact Center Solutions product suite. Designed for

formal, small-to-enterprise sized contact centers, Contact Center Solutions enables customers

to streamline operations and improve efficiency. It is described in more detail below, and in the

Customer Interactions Solutions General Information Guide.

ACD applications benefit from Mitel’s comprehensive Hot Desking features. With Hot Desking,

a pool of shared phones can be made available to all agents. Agents can log in and log out of

any phone with their unique Hot Desk ID and password. The system applies the agent’s personal

profile to the set. After they log in, agents can make themselves present in, or absent from, any

one of their groups through a pre-programmed feature access key (FAK). If agents are not

present in any of their groups, they can still access their prime line keys. They can log in and

log out using feature access codes (FACs), with flexibility in the choice of sets. These capabilities

are all controlled by Class of Service (COS) settings in MCD, ensuring that ACD administrators

have full control over permission assignment.

Agents may be active in 16 agent groups at any given time (in an ACD application that employs

the 3300 MXe III Controller) and 30 agent groups at any given time (in an ACD application that

employs the 3300 MXe Server).

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Mitel 5606 Specifications Page 73