Contact Center Basic To Advanced Starter Pack Includes: 5 Advanced Agents, unlimited Advanced Supervisors, 2 System Administrators.

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Contact Center Premium Starter Pack Includes: 5 Premium agents, unlimited Advanced Supervisors, 2 System Administrators.

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The Mitel Contact Centre Basic starter pack includes: 5 Standard Agents, unlimited Advanced Supervisors, 2 System Administrators.

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This upgrade is the perfect choice for businesses wanting to expand to bigger and better things. Although Mitel MiContact Advanced is a great asset to a business the premium upgrade is even better and can help you to develop your enterprise with a state of the art MiContact Centre.

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ADVANCED CONTACT CENTER FEATURE Includes all Basic and Standard Contact Center Features PLUS Interactive Visual Queue.

Enables supervisors and agents to identify calls within queues and manually prioritize the call’s position in the queue, as well as transferring calls out of queue and redirecting calls to callers outside the queue. Abandoned callers can be viewed by queue and called back with a right-click call back option.

Resiliency

Provides resilient reporting and real-time for agents and queues while in failover mode.

Contact Center Screen Pop

Works in conjunction with PhoneSet Manager or Softphone to launch applications or web pages on agent desktops when the agents receive calls.

CTI Developer Toolkit Client

A programmable .NET C# Dynamic-link library that provides basic telephony functions and delivers caller information such as ANI, DNIS, collected digits, and call notes in real time as calls arrive. It may be used to display information in a CRM system, Microsoft Outlook, or custom applications. NOTE: CTI Developer Toolkit—Server is required to connect custom client applications to a third-party IVR system.

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The Mitel Contact Centre Standard to Premium

PREMIUM CONTACT CENTER FEATURE includes all Basic, Standard, and Advanced Contact Centre Features PLUS, and works in conjunction with Contact Centre Management, Microsoft Exchange and Outlook to distribute contacts (voice, emails, SMS, Web chats, and faxes) and track agent handling across media types for multimedia reporting, real-time monitoring, and forecasting.

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MiContact Centre provides you with sophisticated workforce management, agent forecasting, and scheduling tools that allow managers to accurately match resources to expected contact volumes as well as measure, manage, and drive contact centre performance – all of which are key to controlling your contact centre costs. This Network licence allows you to use the Mitel Contact Centre to the best of your ability and for your enterprises benefit.

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Two System Administrators are included with all Enterprise Edition Contact Center Management starter packages. A Premium Supervisor has complete access to all Contact Center, Call Accounting, IVR Routing, and Intelligent Queue software for the purpose of configuration and network and system administration. You can optionally purchase an unlimited number of System Administrators.

Advanced Supervisors are unlimited and included with every Starter Pack. When the Contact Center Basic Starter Pack is owned Advanced Supervisors can run Contact Center Management reports, generate forecasted data, search raw data using SMDR and ACD Inspectors, view devices in real time, and run Contact Center Client in Auditor mode. Advanced Supervisors are required to configure and administer Workforce Scheduling, Schedule Adherence, and Employee Portal.

When the Contact Center Standard Starter Pack is owned Advanced Supervisors have access to Basic Contact Center Starter Pack capabilities as well as being able to run Traffic Analysis and Call Accounting reports and use Flexible Reporting. When the Contact Center Advanced Starter Pack is owned Advanced Supervisors have access to Basic and Standard Contact Center Starter Pack capabilities as well as being able to run Resiliency reports and interactively control voice agents and queues, both on a primary and a secondary controller. When the Contact Center Premium Starter Pack is owned Advanced Supervisors have access to Basic, Standard, and Advanced Contact Center Starter Pack capabilities as well as being able to run Multimedia reports and interactively control Multimedia Contact Center agents and queues.

As long as a feature is in the Starter Pack that is owned, supervisors can access it, even if Agents are licensed at a lower level. The exception to this is if Supervisors are also working Agents.

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