Mitel 5606 Specifications Page 75
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Applications
69
• Contact center management tools
• Contact center schedueling for automatic agent schedueling based on business rules and
required skills
• Schedule adherence to verify agents are adhering to their schedules
• Real-time agent and queue control
• Call accounting
• Automatic call distribution
• A browser-based IVR solution that provides advanced call routing and self service
• Inbound multimedia: ACD for e-mail, web chat, fax, SMS, and walk-in
• Desktop phone and softphones
• CRM screen-pops
• Outbound dialing: automated dialing
• Remote agents via MBG teleworker service
Mitel Contact Center Enterprise Edition
Mitel Contact Center Enterprise Edition is a scalable, resilient, and virtual solution for
sophisticated contact centers of all sizes across one or more locations. Enterprise Edition
targets organizations whose call center is fundamentally critical to their business, or their call
center is their business. These organizations require a highly available system, advanced
integration, extensive reporting and sophisticated routing. All of these complex capabilities must
be made available in a distributed (and/or virtual multi-site) environment. Mitel Contact Center
Enterprise Edition meets these demanding call center implementations by providing the feature
set of Contact Center Business Edition plus
• Extensive custom reporting
• Sophisticated routing and highly customized interactive voice response (IVR)
• Customized integrations for customer relationship management (CRM) and workforce man-
agement (WFM)
• Resiliency and high availability
• Support for distributed, multi-site, virtual deployments
Contact center solutions are described in detail in the Mitel Contact Center Solutions General
Information Guide.
Commander Contact Centre
Note: Contact Center Business Edition is limited to 25 agents and 8 ports.
Note: This solution is available in the UK only.
- COMMUNICATIONS DIRECTOR 1
- About this Document 7
- Overview 9
- Devices that Support Users 12
- Extensive System Feature Set 12
- Migration Made Easy 13
- MCD Software Overview 15
- Individual User Licences 16
- Compression 17
- IP Networking 18
- SIP Trunking 19
- Bandwidth Management 20
- Resiliency 21
- Advantages Over Redundancy 22
- Rapid Spanning Tree Protocol 23
- Hot Desking 23
- External Hot Desking 24
- Embedded Unified Messaging 25
- Embedded Voice Mail 26
- Embedded System Management 26
- Desktop Tool 27
- Administration Tools 27
- System Administration Tool 28
- Alarms Management 31
- Remote Alarms Notification 31
- Controlled System Access 31
- Hospitality 32
- Property Management System 34
- Clustered Hospitality 34
- Redundant CPU Platform 36
- Tenanting 37
- Emergency Services Support 37
- Enterprise Licencing 39
- Shared Enterprise Systems 40
- MCD System Functionality 41
- CX II and CXi II Controllers 42
- AX Controller 45
- MXe III Controller 47
- Processors (E2T/RTC) 49
- Analog Support 50
- R2 Network Services Unit 52
- Dual T1/E1 Module 52
- Bay Support 53
- Bay Peripheral Cards 54
- MCD Network Support 55
- Applications 57
- MAS Support 58
- Mitel Unified Communicator 60
- Mitel Live Content Suite 63
- Mitel Applications Builder 63
- Mitel Live Business Gateway 64
- Microsoft Lync 65
- Mobility Solutions 66
- Unified Communicator Mobile 67
- Wireless Support 68
- Automatic Call Distribution 73
- Commander Contact Centre 75
- General Business Solutions 77
- Third-Party Developer Support 78
- Secure Recording Connector 79
- MCD Software Installer 82
- Line Measure Tool 82
- Display Phones 89
- Desktop Application Phones 90
- 5360 IP Phone5340 IP Phone 92
- 5320 IP Phone 5330 IP Phone 92
- Mitel 5505 Guest IP Phone 94
- Mitel 5560 IPT 95
- Wireless IP Phones 96
- IP Phone Accessories 98
- Mitel 5310 IP Conference Unit 99
- Mitel Bluetooth Module 101
- Mitel Gigabit Ethernet Stand 102
- Mitel IP DECT Stand 102
- Mitel IP Paging Unit 102
- Mitel 5550 IP Console 103
- Mitel 5540 IP Console 104
- Figure 41: 5540 IP Console 105
- Desktop Devices 105
- Dutch and Portuguese 105
- General Information Guide 106
- Features 107
- Auto Attendant Features 135
- Voice Mail Features 136
- MSDN/DPNSS 142
- Security Features 143
- Phone and User Authentication 144
- Worm and Virus Protection 144
- Prevention of Toll Abuse 144
- Secure Management Interfaces 144
- Secure Applications 145
- SIP Security 145
- North America 147
- Asia Pacific 148
- EMEA Region 150
- Latin America 153
- NUMERICS 155
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