Mitel 6110 User manual

Mitel
Brand
Mitel
Model
6110
Category
Servers
Type
User manual

Mitel 6110 helps organizations to monitor and improve their contact center operations by providing comprehensive reporting and management tools. With the help of this device, you can track key performance indicators (KPIs), identify trends, and make data-driven decisions to improve the customer experience. Some of the key capabilities of Mitel 6110 include:

  • Real-time monitoring of contact center activity
  • Historical reporting and analysis
  • Customizable dashboards and reports
  • Agent performance management
  • Quality monitoring
  • Workforce management
  • Speech analytics
  • Integration with other business systems

Mitel 6110 helps organizations to monitor and improve their contact center operations by providing comprehensive reporting and management tools. With the help of this device, you can track key performance indicators (KPIs), identify trends, and make data-driven decisions to improve the customer experience. Some of the key capabilities of Mitel 6110 include:

  • Real-time monitoring of contact center activity
  • Historical reporting and analysis
  • Customizable dashboards and reports
  • Agent performance management
  • Quality monitoring
  • Workforce management
  • Speech analytics
  • Integration with other business systems
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The Getting Started Guide provides a list of steps that must be performed both prior and following the
installation of Mitel Networks
™ 6110 CCM (Contact Center Management). Each section of this
document references relevant information in the Mitel Networks 6110 Contact Center Management
Installation Guide.
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You must perform the following steps before you install Mitel Networks 6110 CCM:
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NOTE: We recommend you format your hard drive as indicated in Formatting your hard
drive prior to installing on the server.
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to the 6110 CCM Enterprise server. (See Programming Assignment Forms.)
*This step applies only if you will be installing 6110 CCM on a Windows NT server.
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You must complete the following steps in preparation for using 6110 CCM:
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You need to verify that your telephone system is properly connected to the Mitel Networks 6110 CCM
Enterprise server and data is flowing to all nodes (data collection point). (See pages 29 of the Mitel
Networks 6110 Contact Center Management Installation Guide for more information.)
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If you intend to use the Mitel Networks 6110 CCM Enterprise server as both a server and a client you must
install supporting applications on the server, such as the 6110 CCM Excel report templates and the 6110
CCM Report Distributor. (See page 31 of the Mitel Networks 6110 Contact Center Management
Installation Guide for more information.)
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You must install ActiveX controls on the server to run the Mitel Networks 6100 CCS suite applications.
(See page 32 of the Mitel Networks 6110 Contact Center Management Installation Guide for more
information.)
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NOTE: The Quick Configuration Tool configures 6110 CCM with the SX-2000 and 3200 ICP/3300 ICP.
The Automatic Synchronization Tool configures 6110 CCM version 3.x working in conjunction with 6115
ICC version 3.x.
If you have the SX-200 with real-time or the SX-200, follow the steps below to configure Mitel Networks
6110 CCM:
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Mitel Networks 6110 CCM permissions are based on database teams and groups. When you configure the
YourSite Database, you must create agent IDs and associate the agents to employees and to agent groups.
You must associate the agent groups to the queues for which they answer calls. You must associate the
employees to employee groups and the queues to queue groups. You must create these associations in the
database in order to view real-time data and report on these devices. If you are reporting on extensions,
trunks, DNIS numbers, and account codes, you must add these devices to the YourSite Database and
associate the extensions to extension groups, trunks to trunk groups, and DNIS numbers to DNIS groups.
(See page 33 of the 6110 CCM Installation Guide for more information.)
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After you install Mitel Networks 6110 CCM, you must grant users access to the Web site. You must then
dictate which 6100 CCS suite applications individuals are permitted to use. (See page 48 of the Mitel
Networks 6110 Contact Center Management Installation Guide for more information.)
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You can optionally reconfigure the default password for the administrator account to prevent unauthorized
users from gaining access. (See page 50 of the Mitel Networks 6110 Contact Center Management
Installation Guide for more information.)
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If you have one or more wall signs, you need to specify comport settings for the wall sign connected to the
Mitel Networks 6110 CCM Enterprise server. (See page 50 of the Mitel Networks 6110 Contact Center
Management Installation Guide for more information.)
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AgentAdvisor is a stand-alone application designed for the SX-2000 and SX-200 with real-time telephone
systems. You must install AgentAdvisor on all agent computers. (See page 51 of the Mitel Networks 6110
Contact Center Management Installation Guide for more information.)
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If you have an SX-200 telephone system, you use the CyberTerminal application to view real-time data.
You can install CyberTerminal on an unlimited number of client computers. (See page 52 of the Mitel
Networks 6110 Contact Center Management Installation Guide for more information.)
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prairieFyre strongly recommends you back up the YourSite Configuration Database and the raw telephone
system data files. You require these files to restore your call center history and configuration in the event of
hard drive failure. prairieFyre strongly recommends you perform frequent tape backups of your data
directory. (See page to 134 of the Mitel Networks 6110 Contact Center Management Installation Guide for
more information.)
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Complete the following steps to begin using Mitel Networks 6110 CCM:
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The system administrator must provide all Mitel Networks 6110 CCM users with a user name and
password. You need to specify settings in IE 5.5 in order to gain access to the 6110 CCM applications from
a client computer. (See page 54 of the Mitel Networks 6110 Contact Center Management Installation Guide
for more information.)
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You can run multiple instances of Mitel Networks 6110 CCM simultaneously. (See page 54 of the Mitel
Networks 6110 Contact Center Management Installation Guide for more information.)
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The 6110 CCM Home page lists additional applications you require for 6110 CCM to work properly. (See
page 55 of the 6110 CCM Installation Guide to determine which programs you require and how to install
them on client computers.)
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You must install ActiveX controls on client computers to run the 6110 CCM applications. (See page 57 of
the 6110 CCM Installation Guide for more information.)
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The Report Distributor application prints and e-mails your reports and displays the status of your printing
and mailing jobs. It runs in the system tray on your computer and must be running at all times in order to
print and e-mail reports automatically. (See page 57 of the Mitel Networks 6110 Contact Center
Management Installation Guide for information on how to configure Report Distributor.)
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See page 58 of the Mitel Networks 6110 Contact Center Management Installation Guide for information on
how to configure 6110 CCM.
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6110 CCM Enterprise Node (CEN) is an add-on application that provides multi-site call center capabilities
for a single-server configuration. CEN provides centralized reporting for geographically dispersed call
centers. (To acquaint yourself with CEN, see page 60 of the Mitel Networks 6110 Contact Center
Management Installation Guide.)
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If you have questions concerning setup, configuration, or customization, please refer to the online Help
files or the Mitel Networks 6110 CCM User Guide. If you require technical support, call us at 613-599-
0045, Monday to Friday, from 8:00 A.M. to 5:00 P.M. Eastern Standard Time, or e-mail us at
support@prairiefyre.com. For proposals, pricing, competitive information, on-site setup, or training
please call our sales support group at 770-447-1350, or e-mail them at sales@prairiefyre.com.
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Mitel 6110 User manual

Mitel
Brand
Mitel
Model
6110
Category
Servers
Type
User manual

Mitel 6110 helps organizations to monitor and improve their contact center operations by providing comprehensive reporting and management tools. With the help of this device, you can track key performance indicators (KPIs), identify trends, and make data-driven decisions to improve the customer experience. Some of the key capabilities of Mitel 6110 include:

  • Real-time monitoring of contact center activity
  • Historical reporting and analysis
  • Customizable dashboards and reports
  • Agent performance management
  • Quality monitoring
  • Workforce management
  • Speech analytics
  • Integration with other business systems
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