Mitel Complimentary Products for Microsoft Lync Øbert Wemberg jr Direct Touch March, 2015.

Mitel Complimentary Productsfor

Microsoft Lync

Øbert Wemberg jrDirect TouchMarch, 2015

| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.

Mitel’s MS Lync Complimentary Product Portfolio

• Mitel is able to provide a complete portfolio of Microsoft Lync enabled solutions.

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Mitel MiContact Center for Microsoft Lync

Øbert Wemberg jrDirect Touch


Path / Queue Concept

• Each path (Queue) has a series of agent groups within it.

• Each group can have it’s own unique overflow timer;

• Timers determine when the call flows to the next group.

• Each path can have recorded announcement (comfort) message(s) programmed for it.

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Overflow Group #1

Overflow Group #2

Overflow Group #3

Primary Agent Group


Features

• Automatic Call Distribution (ACD) routes voice calls based on:

• Longest idle agent

• Business Hours

• Overflow/Interflow timers to route calls to other queues, agent groups or answer points

• Auto Attendant and Intelligent in-queue messaging: expected wait time, announcements and music.

• Agent Forecasting the number of employees required to meet service level goals.

• A single-point of administration for system provisioning and synchronization of the Contact Center Management database with Active Directory and the Lync Front End server.

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Mitel Ignite Features

• Rich Ignite interactive buttons enables agents to:

• Login/Logout of ACD and make themselves available to specific queues.

• Manage Make-Busy and Do-Not-Disturb states with user-definable and reportable reason codes.

• Request help from supervisors.

• Open real-time Agent, Agent Group, and Queue performance displays.

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• View your ACD agent state

• Ignite extends the standard Lync presence states to make them specific to a contact center

• View the ACD agent state of other agents in your contact center

• Ignite interactive switches the toolbar to provide a summary view of an agent’s performance

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• Ignite dashboard slides out to view real-time agent and queue performance statistics.

• Agents can control their availability in queues and request help from their supervisors with the click of a mouse.

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Mitel Ignite Screen Pop

• As calls arrive, Agents and employees using Microsoft Lync with Mitel Ignite can receive screen pops from applications such as Microsoft CRM.

• Screen pops can be based on ANI, DNIS, or CLID

• Wrap up time

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Mitel Supervisor Client Features

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Supervisors can tag agents to be silent monitored, and then whisper to agents while on calls, or barge in to help with problematic calls.

Supervisors can view ACD agent states and Microsoft Lync presence in a single real-time display.

Supervisors can right-click agent cells to initiate instant messages, silent monitor and change agent states in real-time including:• Log an agent

in.• Log an agent

out.• Join/Leave

agent skill group.

• Set Make Busy, and more.

Supervisors can view queued calls and queue statistics, such as Longest Waiting, Agents Available, ACD Handled, Abandoned and

Interflowed.


Mitel YourSite Explorer

• A standardized, unified desktop experience for contact center setup and provisioning.

• Set up queues, Auto Attendants, in-queue messages, business hours, Agents, Agent Skill Groups, music, Make Busy and DND codes.

• Single-point database administration and configuration for all contact center devices.

• Synchronization of employees, queues and Media Servers programmed in Active Directory with the YourSite database.

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Mitel Contact Center Reporting

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• Over 115 standard reports, enabling you to measure contact center agent and queue performance, over any date and time horizon, including Make Busy with Reason Codes and Do Not Disturb states.

• Customizable, on-the-fly reporting, including filtering options.

• Scheduled reports, automatic report printing, and automatic emailing of reports to a specific contact or group of contacts.

• Unique reporting inboxes for each supervisor.

• Based on Microsoft SQL and SQL Reporting Services.

• Reports delivered in formatted Microsoft Excel or Adobe PDF.


Mitel Contact Center Reporting

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Mitel MiContact Center for Microsoft Lync Roadmap


5.10 and 7.1 Side by Side

• Everything you have seen so far is for voice contact routing only

• 7.1 runs on a separate server to the 5.10 environment and adds

• a new set of licenses known as “Premium Licensing” which enables agents to handle email, webchat and social media in addition to voice

• a separate client on the agent’s desktop for handling email, webchat and social media contact routing

• a separate client on the supervisor’s desktop for managing email, webchat and social media contact routing

• the ability for the customer to chose a mix of Standard (voice only) and Premium (multi-channel) agents

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5.10 and 7.1 combined = Release 8.0

• In Q4 2015, 7.1 will be enhanced to handle voice contacts as well as the other media types and will become known as 8.0

• 8.0 will provide full multi-channel and IVR functionality from a single server

• Agents will have a single client to handle all media types on their desktop PC

• Supervisors will have a single client to manage all media types on their desktop PC

• Customers with current Software Assurance will be able to upgrade to this release however the same licensing model will apply, therefore:-

• Standard Agents will only be able to handle voice contacts

• Premium Agents will be able to handle voice, webchat, social media and SMS

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Messaging & AnnouncementsOptions


Lync IVR Choices & Roadmap

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Bolt On IVR with Visual Workflow Manager

• Quickly and easily manage call flows with intuitive drag-and-drop GUI

• Copy and add to call workflows

• Managed through YourSite Explorer – the same admin interface as MiCC4Lync

• Ability to run IVR activity reports

• Can be used to enhance the resiliency of MiCC4Lync

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IVR Routing

• Visual call flow editing & publishing

• Self help workflows that guide callers to information, extensions or queues

• Collected Digits – dip into CRM and screen pop record to agent

• Position in queue, expected wait time & Queue conditional messages & routing

• Integrated prompt editor

• Unified Visual Queue - visual representation of all interactions – voice, web chat, email, etc – that are waiting in a specific queue

• Voice & Web callbacks managed through web callback monitor (7.1) & automatically queued to agents (8.0)

• Can be sold independently of the MiCC4Lync

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Release 7.1Multi-media (or Multi-channel) Contact Center


Multimedia Contact CenterAgent Desktop Application (“My Folders” view)

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ActionToolbar

ListPane

PreviewPane

FolderPane

Action Controls

System Received Time

Group Sort Options Contact Statistic Sort Options

FolderView

StatusBar

Agent Workload

Inbox ringing indicators

Agent Presence

Make Busy

Do Not Disturb

Sign Out

Exit Application


Multimedia Contact Center DesktopAgent Desktop Application (“Realtime Monitor” view)

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Multimedia Contact Center AdministrationRouting using Visual Workflows

• In this example, the email media server has received an inbound email. It directs this email to its inbound workflow.

• A check of the receiver’s email address is used to determine whether it is directed to the support branch or sales branch.

• The appropriate email acknowledgement is sent based on a check of the business hours.

• The inbound email is routed to the support or sales queue group.

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Visual Workflow Example


Multimedia Contact CenterContact Us Tab

• New “Contact Us” tab can be placed on any web page expanded to provide a list of methods which the customer can choose to contact the company.

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• Contact Us tab can be configured to auto expand if user remains on web page for specified time.

• New statistic “expected wait time” can be displayed beside each contact method to inform the customer which method has the shortest wait time.

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Multimedia Contact CenterReporting and Supervisor Enhancements Queue Chart Traffic Report

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Multimedia Contact CenterReporting and Supervisor Enhancements Unified Queue Group Report

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Release 8.0 (single CC agent desktop client)Ignite Contact Center Client Docked to Lync Client

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Ignite client expanded to handle multimediaIgnite collapsed for voice

only agents

Thank you!Øbert Wemberg jrDirect TouchMiContact Center for Microsoft Lync

[email protected]

99259000

mailto:[email protected]

Mitel Complimentary Products for Microsoft Lync Øbert Wemberg jr Direct Touch March, 2015.

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