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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IVR ADVANCED ROUTING FEATURES Includes all IVR Standard Routing Features PLUS

6ANI/DNIS Routing

Route calls based on ANI and DNIS, and play different messages based on different DNIS.

Voice Callbacks

Enables the system to provide callers in queue with the option of either entering their phone number and callback request in queue. They are then called back when their queued callback reaches an agent.

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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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IVR PREMIUM ROUTING FEATURES Includes all IVR Standard and Advanced Routing features PLUS

Remote Database Verification

Enables real-time data look-up to any OBDC-supported data source.

Collected Digits Customers

dial requested digits only once, but can perform many actions that depend on the digits, enabling customers to avoid having to re-enter numbers.

Advanced Routing

Forwards calls to specific extensions based on ANI, DNIS, and the collected digits.

Web Callbacks

Enables system to provide callers in queue with the option of entering their phone number and callback request on a web page. They are then called back when their queued callback request reaches an agent.

Outbound Call Flows

Enable you to configure call flows that make outgoing calls to either external or internal numbers. Once connected, an outbound call flow can play the connected party a greeting, ask them to enter information into the IVR system, or transfer a connected party to a queue, agent, or extension automatically based on responses to an option menu that has been played to the called party. With a supported Microsoft Exchange Server or SMS Modem, you can optionally design outbound email and SMS call flows.

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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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IVR PREMIUM ROUTING FEATURES Includes all IVR Standard and Advanced Routing features PLUS

Remote Database Verification

Enables real-time data look-up to any OBDC-supported data source.

Collected Digits Customers

dial requested digits only once, but can perform many actions that depend on the digits, enabling customers to avoid having to re-enter numbers.

Advanced Routing

Forwards calls to specific extensions based on ANI, DNIS, and the collected digits.

Web Callbacks

Enables system to provide callers in queue with the option of entering their phone number and callback request on a web page. They are then called back when their queued callback request reaches an agent.

Outbound Call Flows

Enable you to configure call flows that make outgoing calls to either external or internal numbers. Once connected, an outbound call flow can play the connected party a greeting, ask them to enter information into the IVR system, or transfer a connected party to a queue, agent, or extension automatically based on responses to an option menu that has been played to the called party. With a supported Microsoft Exchange Server or SMS Modem, you can optionally design outbound email and SMS call flows.

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