Mitel 5760 VC Specifications download pdf (Page 41)

3300 ICP General Information Guide

• System partitioning. Users and interactions can be displayed, managed, and tracked in

logical groups through the use of queues, queue groups, and workgroups.

• Flexible levels of fault tolerance. A number of different configurations are supported allowing

various levels of fault tolerance and recovery, from disk mirroring to system fail over to truly

redundant constant computing.

• Seamless, comprehensive, transactional data collection. Volumes of contact centre data are

collected and shared, providing insightful knowledge that supports best business practices at

administrative, operational, and management levels. Report scheduling, Web publishing, and

a fully supported interface to Seagate Crystal Reports™ allows complete customization of

content and presentation to address business needs.

• Access to archived interactions. The Interaction Vault allows the contact centre managers

and agents to search and query the Decision Management System database with a variety of

historical searches that include the viewing of all types of interactions, and all of their

associated detail (i.e., date and time of interaction, agent taking part in interaction, type of

interaction, etc.).

• Customizable Interaction Prioritization. Allows the organization to use business rules to

determine the prioritization of interaction handling.

• Interaction Queue Management. Queued Interaction Manager (QIM) is a Web-based utility

provides an efficient method to manage queue space by allowing multiple deletions of

unwanted interactions such as e-mail, voice mail, and call-backs from the queue.

Note: This solution is available in the UK only.

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Mitel 5760 VC Specifications Page 41