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Announcing the Introduction of Contact Center Enterprise and Business Editions Rele...
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Product Bulletin Title: Announcing the Introduction of Contact Center Enterprise and Business Editions Release 6.0 Date October 15, 2011 Posted: authorizedPARTNER AP authorizedPARTNER SPac AP Distributor AP Distributor SPac AP EC AP premierPARTNER AP premierPARTNER SPac AP authorizedPARTNER Europe authorizedPARTNER MEA authorizedPARTNER UK Distributor Europe Distributor MEA Distributor UK EC Europe EC MEA premierINTEGRATOR Europe premierINTEGRATOR MEA premierINTEGRATOR UK premierPARTNER Europe premierPARTNER MEA premierPARTNER UK selectPARTNER Europe selectPARTNER MEA selectPARTNER UK Distributor Caribbean Gold Solution Provider Caribbean Gold Solution Provider Latin America Platinum Solution Provider Brazil Platinum Solution Provider Caribbean Platinum Solution Provider Latin America Distributor Latin America EC Canada Exclusive Business Partner Canada selectPARTNER Canada premierPARTNER Canada authorizedPARTNER Canada authorizedPARTNER M US authorizedPARTNER US Branch Office US Exclusive Business Partner M US Exclusive Business Partner US
Effective Date: November 15, 2011 Bulletin #: PA20110363 Channel:
Summary
Mitel Contact Center Release 6.0 for Business and Enterprise Editions and Call Accounting Release 6.0 introduces IVR Routing, which includes Visual Workflow Manager - our next generation Contact Center IVR-solution, exciting new product enhancements to support the ACD features introduced in Mitel Communications Director (MCD) Release 5.0, along with several other beneficial enhancements. All enhancements listed below are applicable to both Business and Enterprise editions unless otherwise stated. The new functionality listed in this bulletin will be available on November 1 2011. To learn more about MCD Release 5.0, please refer to the following bulletin: Mitel Communications Director Release 5.0 - PA20100084.
Target Market / Opportunity / Positioning
Mitel Contact Center Enterprise Edition is designed for highly sophisticated mid to large-scale contact centers and Mitel Contact Center Business Edition is designed for contact centers that are single site and have 25 or fewer agents. To learn more about the components and features of Contact Center Enterprise Edition, see product bulletin PB20060269 and for Contact Center Business Edition, see product bulletin PB20060357
Product Overview / Features & Benefits / Description

The following new features and software options will be introduced with the 6.0 release:
1.
IVR Routing with Visual Workflow Manager
http://domino1.mitel.com/MOL/MOL.nsf/NavLookup/3AD84D1E1C028A56852579... 27-10-2011
Announcing the Introduction of Contact Center Enterprise and Business Editions Rele... Page 2 of 18
2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
IQ to IVR Routing Migration Support for MCD 5.0 External Agent Hot Desking Support for MCD 5.0 Large ACD scaling Multimedia Contact Center Social Media Integration Windows Authentication and Active Directory support Mitel Border Gateway Connector Contact Center Client enhancements Workforce Scheduling and Employee Portal enhancements German Localization Technology changes Contact Center Custom Development Quotes
IVR Routing - Visual Workflow Manager Mitel Visual Workflow Manager Release 6.0 is an all-in-one, scalable, interactive voice response (IVR) solution that wor in conjunction with Contact Center Management. Visual Workflow Manager can optionally be integrated with Contact Center Solutions applications such as Contact Center softphone and screen pop.
In Release 6.0, Visual Workflow Manager replaces Intelligent Queue as the primary Contact Center Solutions IVR solution. Intelligent Queue orderable parts will remain available for new installations until mid-2012 with the General Availability of Contact Center Solutions Release 6.1; thereafter, only part numbers associated to Intelligent Queue expansion will be available (for example, additional ports). For more information, refer to Product Bulletin PB20110040 Intelligent Queue Manufacturer Discontinuance, published on August 15, 2011. Visual Workflow Manager enables you to rapidly and intuitively:
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Build call flows in a drag-and-drop graphical interface Create and relay static and custom recorded announcements to callers in queue Provide callers with expected wait time or position in queue messaging Provide callers with time of day, day of week, day of year, or queue-conditional messaging Guide callers to the information, extension, or ACD queue that best meets their needs Allow customers to request a queued callback using the Web Report on IVR activity
Route calls based on the number they are calling from (ANI / CLI), time of day, or current queue condition
With the new visual call flow diagramming feature in YourSite Explorer, administrators can quickly and easily build call flows and view routing branches and conditions from a visual workflow interface. IVR activities can be dragged and dropped on to the call flow palette, call flow configurations are validated in real time, and the entire call flow can be navigated from a single window within YourSite Explorer. The following image shows an example of Visual Workflow Manager drag-and-drop programming.
Installation and Upgrade In Release 6.0, the installation of Visual Workflow Manager is handled by the Contact Center Management installation and configuration wizard. Whereas historically, Intelligent Queue purchased options had to be configured by the customer, Visual Workflow Manager options and features are installed based on the Contact Center Management licens file, so customers no longer need to configure purchased options.
Upgrades from Intelligent Queue to Visual Workflow Manager are supported for Release 5.x. The following devices are upgraded during the process: prompts, Music on Hold, ANI conditions, DNIS conditions, queue conditions, schedule conditions, and redirect conditions. After the upgrade is complete, users must manually recreate any devices that are n upgraded and reconfigure call flows from within YourSite Explorer.
Configuration To remain consistent with other Contact Center Solutions applications, the configuration of Visual Workflow Manager an all IVR options are now housed in YourSite Explorer. The primary devices used with Visual Workflow Manager are media servers, extensions (ports), hunt groups, queues, and call flows.
Extension configuration in YourSite Explorer has been expanded so extensions can be configured as Visual Workflow Manager ports. From the Extension type field, extensions can now be classified as the following port types: App Server Attendant Console, Auto-attendant, Callback Port 5020 IP, IQ Smart Choice Port, Messaging Port 5020 IP, RAD Port 50 IP, UPiQ Port 5020 IP, Voice, Voice Mail, and Voice Softphone. Each extension / port has a specific extension number. A caller to your contact center is presented with options to dial various answering points. The caller can dial an individual agent at an extension through a queue number.
Hunt groups have also been added to YourSite Explorer as a configurable Visual Workflow Manager routing point. A hun group consists of a series of ports that act as routing points. When a call is received, the telephone system searches th
ports assigned to hunt groups for the first available port and switches the call onto that port. Calls are routed to the fir available port in the hunt group, at which point the caller will be connected.
Call Flows and Subroutines Call flows are the pathways callers use to reach all areas and individuals in your organization and dictate the prompts callers hear, the inputs requested by the system, and the available routing options. Call flow functionality can identify customers and determine their service needs by phone number, toll-free numbers dialed, and the digits callers enter to reach specific areas of your organization. Proper call flow configuration is necessary to direct callers to the agents, departments, and employees best qualified to handle their requests. The functions performed when a caller contacts your organization are determined by the activities included in the call flow. For more information on all available call flow activities and their descriptions, see Activities section.
With a few minor exceptions, subroutines and call flows function almost identically. Call flows are associated to ports or hunt groups. Subroutines are contained within call flows, can be called as many times as necessary, and are not associated to ports or hunt groups. Call Flow Types Call flows are categorized into three types.
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RAD Voice
plays RAD messages to all callers in their associated queues directs incoming calls to the agents, departments, and employees best qualified to handle their
requests
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Management enables managers to make changes to the incoming caller options in the event of an emergency or unforeseen circumstance
Call Flow Example - DNIS Routing (Advanced level routing functionality)
This example shows a call flow that routes calls to separate product lines based on the toll-free line dialed by the customer. Incoming calls are answered and, based on the toll-free number dialed, routed to the queue responsible for handling call requests for that product line.
Activities
Activities perform particular functions inside a call flow. You use activities to answer, transfer, or redirect calls, collect caller input digits, play recorded announcements, and numerous other functions. When building your call flow, activitie must be placed in the order of desired execution. The order of activities in the call flow largely depends on the function the call flow will perform. The following table contains a list of all activities that can be used in call flows and a description of each activity. Visual Workflow Manager Activities Activity Description ANI Branches the call flow based on the call s ANI Answer Answers a call ringing on a line Callback Presents the user with options to submit a callback request Collected digits Receives and stores caller input DNIS Branches the call flow based on the call s DNIS Email Sends an email to the specified address(es) Go to Determines the execution path of the call flow Hang up Ends an active call Hunt group Branches the call flow based on the call s hunt group Enables managers to manage the state of the IVR remotely. Management Plans include the following activities: Record allows the caller to record a prompt Swap allows the caller to swap an existing prompt with another preconfigured prompt or a recorded prompt Set Device Mode of Operation allows the user to set the mode of operation on a specific port or hunt group Set System Mode of Operation allows the user to set the mode of operation of all devices in the system Menu Provides callers with options in an interactive tree format Branches the call flow, enabling the business IVR to operate normally or Mode of operation enter into a secondary mode of operation in the event of an emergency Play Plays a recorded message to callers Performs an information search or query into a specified data source, such as SQL Server or Excel, and is often used in combination with the Collected Query Digits activity Branches the call flow based on the current state of a queue. Contains a Failure branch that executes if the parent activity encounters a failure or the Queue maximum number of executions has been reached Redirect Routes a call based on ANI / DNIS information from the telephone system Branches the call flow based on a set of pre-configured advanced routing Rules options Schedule Branches the call flow based on time and date conditions Executes a previously configured subroutine. Subroutines save configuration time by allowing previously configured workflows to be added to multiple call Subroutine flows where portions of the call flows perform identical functions Transfer Routes a call to an alternate answering point Record Allows the caller to record a prompt Allows the caller to swap an existing prompt with another pre-configured Swap prompt or a recorded prompt Set Device Mode Allows the user to set the Mode of Operation on a specific Port or Hunt Group of Operation Set System Mode Allows the user to set the Mode of Operation of all devices in the system of Operation Management
RAD Messages Recorded Announcement Device (RAD) messages are associated to queues and broadcast to up to 50 callers in the queue. After a call is received and has traveled through a call flow to a queue, RAD messages can be configured to play at programmed intervals for all callers in that queue. Up to four RAD messages can be associated to each queue. A typical RAD message may thank the caller for holding and inform them of their position in queue and expected wait tim
Callbacks A callback plan is an authentication technique that identifies a caller from the information provided in the caller's message and makes a return telephone call. The callback plan settings you configure in YourSite Explorer determine th rules and options Visual Workflow Manager uses when attempting to contact the message sender.
Music on Hold Using Visual Workflow Manager, you can configure Music on Hold from within YourSite Explorer. System administrators can configure, manage, and assign Music on Hold playlists to queues to be played to callers during a call flow. Playlists can be associated to one or more queues so administrators can play specific types of Music on Hold to the various customer types that call their business. Playlists can contain music or prerecorded information messages. Visual Workflow Manager plays music through the PC sound card.
Time in Queue Using Visual Workflow Manager, you can configure Time in Queue messages to be played to callers while they are in queue. Time in Queue messages are based on real-time ACD statistics, such as the expected wait time before the call i answered.
Visual Workflow Manager calculates the expected wait time using the following calculations. If there are agents availab Expected Wait Time = (Average Talk Time for the Queue x Calls Waiting in the Queue) / Available Agents. If there are agents available, Expected Wait Time = Average Time to Answer for the Queue.
Updated Position in Queue Visual Workflow Manager allows administrators to configure Updated Position in Queue messages to be played to caller while in queue. Updated Position in Queue messages inform customers of their initial queue position and keep them informed of their position as it changes at preset intervals. Updated Position in Queue will provide callers with their position in queue, but messages must be recorded by administrators. For example, if you wanted callers in queue to hear a Your call will be answered next or You are in position ___ message, administrators must record the message and configure Updated Position in Queue accordingly. Prompts Visual Workflow Manager provides prompt configuration from within YourSite Explorer. Prompts are audio clips that provide callers with information during a call. Prompts can be individual .wav files or multiple .wav files concatenated together to form custom messages. Visual Workflow Manager includes a variety of default system prompts (in all supported Contact Center Solutions languages) and the ability to add custom prompts to the system. Port Status Monitor The Port Status Monitor in Contact Center Client functions similarly to Intelligent Queue s Port Status page. The Port Status Monitor enables system administrators to monitor port states in real time and displays the call flows that are currently executing on ports. Using the Port Status Monitor, users can take ports out of Do Not Disturb and play back historical port events in Auditor mode.
IVR Alarming in Network Monitor Network Monitor has also been updated to include critical Visual Workflow Manager alarms, such as: SQL Server Down, Port Out of Service, Missing Audio File, Bad Audio File, No Audio, MiTAI Down, Low Disk Space, Invalid Agent Destinatio for Callback, UPiQ Port Deprived, Critical Service alarms, and several others.
IVR Management Using Visual Workflow Manager, you can configure management plans for your interactive trees that enable supervisor to call in and interact with the IVR over the phone. After you configure a management, administrators can call in and p messaging ports into Emergency Mode, or back into Normal Mode, and can optionally record and manage messages ov the phone from remote locations. A default management plan is included with the installation of Visual Workflow Manager. Port Sizing Tool In Release 6.0, the Visual Workflow Manager Port Sizing Tool has been redesigned as a web-based wizard that guides customers through the process of determining how many ports they require for their contact centers. The Port Sizing Tool takes messaging, RAD, Updated Position in Queue, and callback requirements into consideration to accurately forecast a contact center s port requirements.
Scalability and Resiliency Visual Workflow Manager provides scalability by distributing call loads across multiple instances of Visual Workflow Manager managed from a single user interface. This allows the number of Visual Workflow Manger instances to scale u as the business grows, supporting geographically distributed instances. This also reduces the number of ports required for common IVR tasks. Visual Workflow Manager also provides resiliency, with multiple live systems and redundant por that compensate when one system goes down. In a multi-Virtual Workflow Manager server configuration, self remote instances continue to function even if they lose access to the primary database or site. Resilient and redundant Visual Workflow Manager environments are configured using multiple instances of live Visual
Workflow Manager servers, with redundant ports to compensate when one system is impacted by hardware or software issues, network outages, etc. Ports are resilient across multiple telephone systems and self-sufficient remote instances Visual Workflow Manager will continue to function even if they lose connectivity to the primary database or site.
In the redundant Visual Workflow Manger configuration, the primary Visual Workflow Manager instance resides with the Contact Center Management Enterprise Server, while the secondary Visual Workflow Manager instance resides on a separate remote server. Each Visual Workflow Manager instance is assigned 50% of the ports and a matching set of redundant ports. If one server instance fails, it can use the redundant ports to handle the full call load. The following diagram displays the redundant Visual Workflow Manager configuration.
In addition to the example above remote Visual Workflow Manager instances can be geographically dispersed to provid an added level of redundancy. In this configuration, there is no Visual Workflow Manager instance installed on the Enterprise Server. Each Visual Workflow Manager instance is on a dedicated server with a mirror of the Enterprise Serv configuration information. If the Enterprise Server fails, all Visual Workflow Manager instances are unaffected. Please refer to the CIS Deployment Guide for further detail.
RAD Optimization In Release 6.0, RADs have been optimized to minimize the number of RAD devices required by Visual Workflow Manag This functionality is enabled by MCD Release 5.0, which provides the applications with more information concerning RA calls and enables applications to use RAD devices with more flexibility and efficiency.
Historically, RAD ports were statically mapped against a specific path or queue and its position. This meant each port needed to be dedicated to a specific Path even if that Path received very few calls. Now ports can be shared between multiple queues and play multiple messages depending on RAD ports availability and the current call demand on the system. For example, on queue 1, a Your estimated wait time is x message could be played using Port 1, while on queue 2, an Our waiting times are currently higher than expected we are sorry for the inconvenience message coul be also played using Port 1 if it is available. This common use of ports across Paths can greatly reduce a customer requirements making Visual Work Flow Manager a much more cost-effective solution.
Example of RAD Port Optimization In the graphic below, Port 1000 is being used to play a RAD message that is unique to the Sales Queue. Port 1000 can also be used to play a different greeting to callers in the Parts queue if the port is available when the RAD plays.
Localization Visual Workflow Manager Release 6.0 is supported in: all English, Canadian French, European French, Latin American Spanish, European Spanish, Brazilian Portuguese, Dutch, Italian, Simplified Chinese, and German. New IVR Licensing for Visual Workflow Manager Enterprise Edition IVR Routing Starter Packs Standard, Advanced, Premium Visual Workflow Manager is part of IVR Routing licensing will follow the same licensing model that Intelligent Queue follows today. Starter Packs have three levels to choose from: Standard, Advanced or Premium. Each IVR Routing Starter Pack has access to a specific set of features and functionality as follows:
Part Number Description 51300547 IVR Standard Routing Starter Pack Includes: VWM base software Message and Reporting Updated Position in Queue IVR 5 Standard Routing Ports 51300548 IVR Advanced Routing Starter Pack Includes: VWM base software Message and Reporting Updated Position in Queue 5 IVR Advanced Routing Ports ANI / DNIS Routing Voice Callbacks 51300549 IVR Premium Routing Starter Pack Includes: VWM base software Message and Reporting Updated Position in Queue 5 IVR Premium Routing Ports ANI / DNIS Routing Voice Callbacks Collected Digits Web Callback Remote Database Verification IVR Routing Starter Packs can be sold standalone or as part of the Contact Center offering. When sold standalone, the
first instance of an IVR Routing Starter Pack serves as the base product upon which a site key is established and all Software Assurance contracts are tied. If IVR Routing is incorporated with Contact Center Management software, the Contact Center Starter Pack will be the driver for the site key and Software Assurance contract expiration date.
You can purchase multiple IVR Routing Starter Packs per enterprise, however, you cannot mix and match routing types in the same Enterprise. The level of IVR Starter Pack owned must align with the level of IVR Routing Ports purchased. I a customer requires IVR Standard Routing Ports, they must purchase an IVR Standard Routing Starter Pack, and so on When upgrading your IVR Routing level, all IVR Routing Starter Pack and all IVR Routing ports must upgrade to the ne level at the same time. All IVR Routing Ports owned must align with the level of IVR Routing Starter Pack owned. An IVR Routing Starter Pack server can support up to 60 IVR Routing ports per 3300 Controller and up to 120 IVR Routing ports for a minimum of two or more 3300 Controllers. Once the maximum amount of IVR Routing Ports has been reached for a single PBX, an additional Routing Starter Pack must be purchased. If more than one PBX is required for routing, a Contact Center Network License must be purchased.
Five default IVR Routing Ports are included with an IVR Routing Starter Pack. The features and functionality of the default ports align with the level of IVR Routing Starter Pack owned. When you upgrade your IVR Routing Starter Pack, the default five IVR Routing Ports are upgraded to the new level of features and functionality available in the new IVR Routing Starter Pack.
A complimentary Premium Supervisor is included with the first IVR Routing Starter Pack purchased for the Enterprise. Additional Premium Supervisors are available separately for purchase. A Premium Supervisor has complete access to th software, including configuration of devices, call flows, synchronization, security, queue control, business hours, etc. N additional Premium Supervisors are provided when you upgrade from one level of IVR Routing Starter Pack to another. Advanced Supervisors are unlimited and come at no extra charge when an IVR Routing Starter Pack is purchased. Advanced Supervisors will have access to run IVR Routing reports. Advanced Supervisors will not have access to configuration of devices, call flows, security, etc.
Enterprise Edition IVR Redundant Port Licensing An IVR Redundant Routing Starter Pack Add-on is an optional add-on to any level of IVR Routing Starter Pack. An IVR Redundant Routing Starter Pack provides the ability to program a secondary IVR Routing server in the event the prima IVR Routing server or port goes out of service. You must own an IVR Standard, Advanced, or Premium Routing Starter Pack for every IVR Redundant Routing Starter Pack you purchase. You can never have more IVR Redundant Routing Starter Packs than primary IVR Routing Starter Packs. You can have more primary IVR Routing Starter Packs than Redundant IVR Routing Starter Packs. Part Number Description 51300550 IVR Redundant Routing Starter Pack Add-on Includes: 5 IVR Redundant Routing Ports Same features as primary IVR Routing Ports in the same Enterprise An IVR Redundant Routing Starter Pack Add-on includes five IVR Redundant Routing Ports with access to the same functionality as the primary IVR Routing Starter Pack(s) owned in the Enterprise. Enterprise Edition IVR Starter Pack Upgrades The following parts are used to upgrade between starter pack levels: Part Number 51300607 51300608 51300609 Description IVR Standard to Advanced Routing Starter Pack Upgrade IVR Standard to Premium Routing Starter Pack Upgrade IVR Advanced to Premium Routing Starter Pack Upgrade
Enterprise Edition - IVR Routing Port Add-Ons IVR Routing Ports have three levels to choose from: Standard, Advanced, or Premium and include the following parts: Part Number 51300575 51300576 51300577 Description IVR Standard Routing Ports IVR Standard Routing Ports IVR Standard Routing Ports
1 Port 5 Ports 10 Ports
Announcing the Introduction of Contact Center Enterprise and Business Editions R... Page 10 of 18
51300578 51300579 51300580 51300581 51300582 51300583 51300584 51300585 51300586
IVR IVR IVR IVR IVR IVR IVR IVR IVR
Standard Routing Ports Advanced Routing Ports Advanced Routing Ports Advanced Routing Ports Advanced Routing Ports Premium Routing Ports Premium Routing Ports Premium Routing Ports Premium Routing Ports
50 Ports 1 Port 5 Ports 10 Ports 50 Ports 1 Port 5 Ports 10 Ports 50 Ports
The following parts are used to upgrade between port levels: Part Number 51300594 51300595 5130059 Description IVR Standard to Advanced Routing Port upgrade 1 Port Pack IVR Standard to Premium Routing Port upgrade 1 Port Pack IVR Advanced to Premium Routing Port upgrade 1 Port Pack
IVR Routing types cannot be mixed on the same Enterprise. All Routing Ports owned must align with the level of IVR Routing in your enterprise. An IVR Routing Port can be used for messaging, recorded announcements, callback, or updated position in queue ports depending on the features available at the port level owned for the Enterprise. Each IVR Redundant Routing Port must align with one primary IVR Routing Port. You can never have more IVR Redundant Routing Ports than you have primar IVR Routing Ports. You can have more primary IVR Redundant Routing Ports than you have IVR Redundant Routing Ports.
IVR Redundant Routing Ports are available to be programmed for use in the event of an IVR Routing Server failure. Primary IVR Routing Ports and IVR Redundant Routing Ports are pooled for use within the Enterprise, however the amount of Ports that can be in use at any time are limited to the amount of primary IVR Routing Ports owned. No port licensed as primary or redundant. It is simply licensed for use within the Enterprise. However, being licensed and programmed as part of a call flow does not necessarily mean the port can be used.
The number of Ports in use is defined as the sum of the Ports currently executing a call flow. When the number of Port in use reaches the maximum number of primary licensed IVR Routing Ports, additional Ports must be purchased to process new calls, RADs, Callbacks or UPiQ messages.
Virtual Appliances
Available with Contact Center Solutions 6.0 FP1
In addition to supporting contact centers and call accounting as VMware changes for the following as virtual appliances:
Ready
, we are now introducing support /
Virtual IVR Routing - vIVR This new virtual appliance allows the Visual Workflow Manager base software to be deployed as a separate virtual instance from Virtual Contact Center. Note: This virtual appliance will not be available when Contact Center Solutions 6.0 releases. It will be available when Contact Center Solutions 6.0 Fix Pack 1 releases on January 9, 2012 and will include Windows
Server 2008 R2 64
Virtual Contact Center Bundle IVR Routing replaces Intelligent Queue when purchasing and deploying the Virtual Contact Center Bundle. The Virtual Contact Center applications bundle, which now includes any combination of Contact Center, Call Accounting, and IVR Routing, provides the same functionality as its award-winning, non-virtualized version. This virtual appliance allows Contact Center and Call Accounting and / or IVR Routing to be deployed as co-resident application within a single virtu instance.
Note: This virtual appliance will not contain Visual Workflow Manager when Contact Center Solutions 6.0 releases. It w continue to ship with the Contact Center Solutions 5.8 GA load, IQ, and Windows Server 2008 32-bit O/S. When Conta Center Solutions 6.0 FP1 releases on January 9, 2012, we will make this Virtual Appliance available with Contact Cente Solutions 6.0 GA software, Visual Workflow Manager, and Windows Server 2008 R2 64-bit.
The following part numbers provide you with the virtual appliance software download. Traditional Contact Center, IVR Routing, or Call Accounting software licensing purchases are still required to deploy your contact center using the virtu
appliance image. Available today: Part Number 51300670 51300671 51300672 51300673 Description Virtual CC Virtual IQ Virtual CA Virtual CC Bundle
Coming on January 9, 2012: Part Number 51300673 51301172 Description Virtual Contact Center Bundle (IVR routing displaces IQ) Virtual IVR Routing
Note: Virtual Appliances do not contain Microsoft Excel. You cannot run reports until Excel is installed on the Contact Center Server as the reporting will fail. When using IVR Routing in combination with MCD 5.0:
1. IVR Routing is considered a Mitel trusted application There is no longer the need to purchase an MCD IQ Standard or Enterprise port licenses on the PBX. All extensions programmed as IVR Routing Ports, when required for use on the PBX, will be activated without PBX port license. 2. IVR Port Resiliency When IVR Routing Ports can now be programmed as 5020 extensions within a PBX Cluster where there is secondary PBX identified, the port extension will failover and continue to process call flows on the secondary PBX. Business Edition IVR Routing Business Edition IVR Routing offers single site support only. Business Edition IVR Routing cannot be sold standalone. Business Edition IVR Routing requires part number 54002590 Contact Center Business Edition software as a pre requisite. The Business Edition IVR Routing Base pack includes four IVR Routing ports and the following:
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Visual Workflow Manager base software with RADs Messaging and Reporting (including Updated Position in Queue) ANI / DNIS routing Voice Callbacks Collect Caller Entered Digits Remote Database Verification Web Callbacks
Business Edition IVR Routing Ports includes a two port pack to be used in combination with the Business Edition IVR Routing Base Software. The maximum number of BE IVR Routing ports is eight ports. The following parts are used to purchase BE IVR Routing: Part Number 51301173 51301174 Description BE IVR Routing Base Software BE IVR Routing Ports 2 pack
Intelligent Queue to IVR Routing (Visual Workflow Manager) Migration Free migration from Intelligent Queue Routing to IVR Routing is available for any customer currently operating Intelligent Queue software that is in warranty. The level of IVR Routing granted will be equal to the highest level of Intelligent Queue routing or feature set owned. One IVR Routing Starter Pack will be granted for every Intelligent Queu Routing Starter Pack, or Intelligent Queue Business Edition / Enterprise Edition base software owned. One IVR Routing
Port will be granted for every Intelligent Queue Port owned. Any additional IVR Routing Starter Packs or Ports required are available separately for purchase.
If you are operating a mixed feature Intelligent Queue environment, or if you have multiple instances of Intelligent Queue to address a scaling or redundancy requirement, we recommend you contact the System Engineering team at SystemsEngineering@prairiefyre.com. The System Engineering team provides consulting services, such as implementation planning and deployment, and they can work with you to assess your current Intelligent Queue networ architecture and provide recommendations on the best upgrade path for your business. The System Engineering team can also provide recommendations on customize your licensing to suit your business needs upon upgrade and offer som alternative network designs based on the new functionalities available with the new IVR Routing software. Contact the System Engineering team for more information, a quote, and / or a statement of work. Intelligent Queue Custom Software may not be directly compatible with the new IVR Routing Solution. Contact ProfessionalServices@prairieFyre.com for more information.
If you are operating Intelligent Queue, but you are not leveraging the features or functionality available to you and you would prefer to be migrated to a lower level of IVR Routing, we recommend you contact the Sales team at Sales@prairiefyre.com. They can work with you to uniquely adjust the licensing migration to be a best fit for your business needs. IMPORTANT:
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The Visual Workflow Manager software was designed and optimized for best performance using the most current Microsoft Windows Server 2008 R2 64-bit Operating System. Although Windows 2008 32 installations are supported, consider the operating system in your migration strategy for current Intelligen Queue installations that typically utilize Windows Server 2003 or 2008 32-bit Operating Systems. To leverage the leading edge technology architecture, and new feature rich IVR routing products, you will ne to ensure your hardware and software is in line to facilitate this new installation. All previously configured call flows will need to be re-created using the new Visual Workflow Manager Drag & Drop User Interface. Although re-configuration of your existing call flows is required, the following migration objects can be retrieved from an existing Intelligent Queue system for use in your new IVR Routing Visual Workflow Management software:
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Prompts Music On Hold ANI Conditions DNIS Conditions Queue Condition Schedule Conditions Redirect Conditions
Intelligent Queue Custom Software may not be directly compatible with the new IVR Routing Solution. Contact ProfessionalServices@prairieFyre.com for more information.
The Intelligent Queue Agent Recording option is not available in the new IVR Routing solution. Customers who own this option and migrate from Intelligent Queue to IVR Routing will no longer have the Agent Recording feature set available to them. Upon request, we will provide a Call Recording Connector in exchange for the Agent Recording option, which will allow your Contact Center software to interact with a supported high value third party Call Recording solution, such as OAISYS Tracer. You must purchase the Call Recording solution separately.
External Hot Desking Agent Support External Hot Desk Agents is a new feature delivered in MCD 5.0 that is supported in Contact Center 6.0. CC 6.0 is a pre requisite to using this feature with MCD 5.0.
External Hot Desking allows a Mitel ACD Hot Desk Agent DN to be associated to any external dialable number. This means the system can ring an agent working remotely using any phone type, for example, a standard PSTN analog phone at home, a third-party PBX endpoint, or even a cellular phone. An external hot desk agent can either log in externally or internally. When they log in internally (locally) the system recognizes them as a standard hot desk agent. When they log in externally the system recognizes them as an external hot desk agent.
When utilizing this capability, the phone becomes a dumb endpoint for the purpose of answering the call and speaking. The Contact Center client software will be used to control the call from the GUI, for example, place the call on hold, or
set Make Busy, etc. In addition to this, some basic mid call features will be available through the endpoint in the event the Agent s PC goes down and they temporarily lose the client. The mid call feature support will allow them to put the call on hold, retrieve the call, transfer the call, etc., directly from the endpoint. Some restrictions apply regarding mid call feature support depending on the type of endpoint being used and the trunk type (PSTN vs. IP) the endpoint is connected to. Please consult the CIS Deployment Guide which will be released on November 15th, 2011 for further detail.
Large Scale ACD MCD Release 5.0 enables Contact Center Solutions software to scale up to more contact center devices than ever befor The following table outlines the enhanced MCD 5.0 ACD capabilities supported by Contact Center Solutions Releases 5. and 6.0.
Please refer to the CIS Deployment Guide for further detail on ACD scaling configurations, best practices, and reference architectures. The deployment guide will be available when CC 6.0 releases on November 15, 2011.
Note 1: Supported ACD scale for MCD External Hot Desking will be published in Mitel Engineering Guideline when CC 6.0 releases on November 15th, 2011.
Note 2: Supported ACD scaling for vMCD has not been qualified at this time. These figures will be published as soon as performance testing has been completed. Social Media Integration

According to Neilson Online, social networks (Facebook , LinkedIn , YouTube , Twitter , etc.) and blogs are the four most popular online activity, even more popular than personal email. As a result many statements can be made on the Web about a specific company s brand, services, and products and it is becoming increasingly important for businesses to garner and understand what is being said, and decide whether any proactive action is necessary in the interest of th company s brand, customer satisfaction, retention, sales, etc. With that in mind, Multimedia Contact Center Release 6.0 now offers integration with a third-party social media monitoring application delivered by YUPIQ to allow our Contact Center customers to provide proactive and responsive messaging to social media sites, industry blogs, wikis, knowledge bases, and forums. YUPIQ s application monitors social media sites and filters information for relevant posts and activity which can then distributed to Multimedia Contact Center agents and / or queues to review the posts and respond as necessary. For further detail please refer to bulletin PB20110046 published on September 15th, 201. Windows Authentication Support
Contact Center Management and Call Accounting Release 6.0 introduces support for Windows Active Directory authentication model for signing in to Contact Center Solutions and Call Accounting applications. This is an optional authentication model specified in the Contact Center Management / Call Accounting Configuration Wizard either during post installation.
In the Windows Authentication model, after a user signs in to their computer, when they open a Contact Center Solutions or Call Accounting application they will be able to begin working as soon as the application opens, without requiring a username or password.
Active Directory Synchronization In conjunction with Windows Authentication support for single-sign on, Release 6.0 also introduces support for Active Directory synchronization. Active Directory is a centralized data system. YourSite Explorer and Active Directory groups, domains, and organizational units are synchronized during Active Directory synchronization. At any time, you can optionally re-synchronize or reset all client computers running Contact Center Solutions and Call Accounting and refresh them with the latest configuration changes. Re-synchronizing will send a delta of the latest configuration changes to client computers, while resetting will completely drop client computer configurations and send the latest configurations from YourSite Explorer. When you run Active Directory synchronization, employees in YourSite Explorer are synchronized with users in Active Directory groups.
Mitel Border Gateway Connector The Contact Center and Call Accounting Mitel Border Gateway (MBG) Connector, available in Release 6.0+, replaces th previous Teleworker functionality enabled when Mitel Contact Center and Call Accounting software were used in connection with Mitel Border Gateway. Using Mitel Border Gateway Release 7.0.5.0 and the Contact Center and Call Accounting MBG Connector, home-based agents, employees, and supervisors, and remote agents, employees, and supervisors can perform telephony functions without the use of a Virtual Private Network (VPN). They can use IP deskphones, automate deskphones using Contact Center PhoneSet Manager, and use Contact Center Softphone, which provides complete deskphone functionality. In addition to this, they can use the Contact Center Management / Call Accounting website to run reports, view real-time monitors and enable real-time alarming within Contact Center Client, configure devices and manage their business using YourSite Explorer, and benefit from full support for all optional Contact Center Solutions and Call Accounting applications. Mitel Border Gateway 7.0 works with external hot desking agent functionality to enable users to use any IP, analog, digital, LAN, or cellular phone in conjunction with Contact Center and Call Accounting solutions and is capable of supporting up to 400 remote contact center agents. MBG 7.0 is an IP-based solution that provides remote agents with complete access to the voice and data capabilities used by their colleagues in the contact center. In order to be fully integrated members of the contact center team, remote agents require a phone or USB headset (for softphone), a computer, a router, and a high-speed internet connection.
The MBG Connector is installed using Client Component Pack and runs as a light-weight system tray application. Users run the MBG Connector from the Start > Programs > Mitel menu, enter the details of the Mitel Border Gateway to whic they will connect (Name and IP address), specify their phone MAC address, and optionally their IP phone extension. Once the MBG Connector has connected, users can use all Contact Center and Call Accounting applications as if they were in the office. Contact Center Client Release 6.0 introduces the following Contact Center Client enhancements:
l l l l
Alarming on Logged In Not Present states Card design updates Softphone resiliency when using Mitel Secure Recording Connector (SRC) Account Code categories (tree view)
Alarming on Logged In Not Present In Release 6.0, Contact Center Client has been updated so agents who are logged in to the telephone system but not present in any agent groups can be alarmed on in the Queue Now monitor and agent state monitors.
Card Design Updates Contact Center Client s Card Designer feature has been updated to give customers the ability to display how agent and employee names display, for example, as Last, First or First Last. Softphone Resiliency When Using Mitel Secure Recording Connector The softphone within Contact Center Client has been updated to ensure failover from one Mitel Secure Recording Connector to another in the event of a failure, providing the softphone with resiliency when used in conjunction with multiple Secure Recording Connectors. Account Code Categories (Tree View)
In Release 6.0, Account Code categories have been introduced as a configurable option in order to make it easier for large organizations to manage multiple lines of business. System administrators and managers can create and manage Account Code categories from within YourSite Explorer, and control user access to Account Code categories using YourSite Security. Once configured, Account Code categories are available in the soft phone toolbar in Contact Center Client for agents and general business employees to use. Account Code reports have also been updated with a Categor column to reflect this new functionality. Workforce Scheduling Release 6.0 introduces the following Workforce Scheduling enhancements:
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Annual minimum / maximum work hour configuration Employee Portal schedule view for all employees
Annual Minimum / Maximum Work Hour Configuration On the Work Hours tab of the Employee configuration page in YourSite Explorer, you can now specify the annual minimum and maximum number of hours to schedule an employee. Workforce Scheduling has also been updated with warning that indicates whether employees have exceeded or not yet met their annual work hour requirements. This enhanced functionality ensures that businesses that need to comply with union rules and regulations can schedule employees for their guaranteed number of hours per year.
Employee Portal Schedule View for All Employees A new My Schedules page has been added to Employee Portal in Release 6.0. This page enables employees to view the shifts of all other employees that share the same schedule(s), which allows them to make more intelligent decisions when requesting shift swaps with other employees. German User Interface and End User Documentation Release 6.0 introduces Contact Center Solutions support for German user interfaces and end-user documentation. The following applications will be available in German:
l l l l l l l l
Contact Center Management Interactive Contact Center Interactive Visual Queue Contact Center PhoneSet Management Contact Center Softphone Contact Center Screen Pop Flexible Reporting Visual Workflow Manager
Technology changes The following technology changes have been introduced in Release 6.0:
l l l l l l
MCD 5.0 is now supported and required for several key Release 6.0 features Windows 7 is now supported as an Enterprise Server for Contact Center Business Edition and Call Accounting SQL Server 2008 R2 and SQL Server 2005 SP4 are now supported .NET Framework 4.0 is now required for all Contact Center Solutions and Call Accounting applications 64-bit servers are now supported Internet Explorer applications
9 is now supported for all Contact Center Solutions and Call Accounting Web
Support for Contact Center and Call Accounting software as a Mitel Hosted Communications solution Hosted Contact Centers and Call Accounting on page 31 Microsoft Windows Small Business Server 2011 is now supported as a Contact Center Solutions and Call Accounting Enterprise Server The Salesforce.com Connector now uses Salesforce.com CTI Toolkit Release 3.02 to integrate Contact Center Solutions and Call Accounting applications with Salesforce.com
Contact Center Solutions and Call Accounting now support Mitel OAI 10.20 for Mitel 5000 Communications Platform (CP) and Mitel Axxess
telephone systems
Multi-port MultiModem iSMS modems are now supported for use with Multimedia Contact Center (models SF400-G and SF800-G) CRM Connector support for CRM 2011
Support for the following technologies has been discontinued in Release 6.0:
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Mitel SX-2000 Mitel SX-200
support for Interactive Contact Center, Intelligent Queue, Workforce Scheduling, and
l l l l l l l l l l
Multimedia Contact Center Verint Call Recording Sun Ray Solutions Windows Small Business Server 2003 Windows XP
Pro
Microsoft Office 2000 Microsoft Office 97 SQL Server 2000 MSDE Windows Server 2000 High Availability PB20110030 for more detail.
Please refer to Product Bulletin
Contact Center Custom Development Quotes Mitel is introducing the following new custom development part number to allow channel partners to order PrairieFyre professional services and custom development directly through Mitel. Part Number 51300055 Description CC Custom Development (1 unit)
Ordering this part number is now an option for those Channel Partners who need Professional Services on Contact Cent EE/BE, Intelligent Queue, IVR Routing or Call Accounting Software. This part number is non-discountable. For those interested in Custom Development, contact ProfessionalServices@prairieFyre.com to outline your specific requirements Once the work is defined, you will need to identify whether or not you would like to use this Mitel Custom Development part number. If selected, a Quote will be provided using this part number and the quantity of units required to fulfill th work required. When placing the Mitel order, you will need to reference the Quote number provided and order the number of units that aligns with the quote.
Part Number
51300547 51300548 51300549 51300550 51300575 51300576 51300577
Description
IVR Standard Routing Starter Pack Product Notes(s): IVR Advanced Routing Starter Pack Product Notes(s): IVR Premium Routing Starter Pack Product Notes(s): IVR Redundant Routing Starter Pk Add-on Product Notes(s): IVR Standard Routing Port - 1 port Product Notes(s): IVR Standard Routing Port - 5 ports Product Notes(s): IVR Standard Routing Port - 10 ports Product Notes(s):
51300578 51300579 51300580 51300581 51300582 51300583 51300584 51300585 51300586 51300587 51300588 51300589 51300590 51300607 51300608 51300609 51300594 51300595 51300596 51301173 51301174 51301172 51300055
IVR Standard Routing Port - 50 ports Product Notes(s): IVR Advanced Routing Port - 1 port Product Notes(s): IVR Advanced Routing Port - 5 ports Product Notes(s): IVR Advanced Routing Port - 10 ports Product Notes(s): IVR Advanced Routing Port - 50 ports Product Notes(s): IVR Premium Routing Port - 1 port Product Notes(s): IVR Premium Routing Port - 5 ports Product Notes(s): IVR Premium Routing Port - 10 ports Product Notes(s): IVR Premium Routing Port - 50 ports Product Notes(s): IVR Redundant Routing Add on - 1 port Product Notes(s): IVR Redundant Routing Add on - 5 ports Product Notes(s): IVR Redundant Routing Add on - 10 ports Product Notes(s): IVR Redundant Routing Add on - 50 ports Product Notes(s): IVR Std to Adv Routing Starter Pack Upg Product Notes(s): IVR Std to Prem Routing Starter Pack Upg Product Notes(s): IVR Adv to Prem Routing Starter Pack Upg Product Notes(s): IVR Std to Adv Routing Port Upg - 1 port Product Notes(s): IVR Std to Pre Routing Port Upg - 1 port Product Notes(s): IVR Adv to Pre Routing Port Upg - 1 port Product Notes(s): BE IVR Base Software Product Notes(s): BE IVR Routing - 2 Port Pack Product Notes(s): Virtual IVR Routing Product Notes(s): CC Custom Development( 1 Unit) Product Notes(s):
- bulletin.doc For more information on this Bulletin, please contact your Mitel Networks Account Executive.
DISCLAIMER: Certain Mitel product within this document may not be available to all Solution Provider levels. To purchase available products, Mitel product certification is required.

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Announcing the Introduction of Contact Center Enterprise and Business Editions Rele...

Effective Date: November 15, 2011 Bulletin #: PA20110363 Channel:

Target Market / Opportunity / Positioning

Product Overview / Features & Benefits / Description

IVR Routing with Visual Workflow Manager

2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

Call Flow Example - DNIS Routing (Advanced level routing functionality)

1 Port 5 Ports 10 Ports

51300578 51300579 51300580 51300581 51300582 51300583 51300584 51300585 51300586

IVR IVR IVR IVR IVR IVR IVR IVR IVR

50 Ports 1 Port 5 Ports 10 Ports 50 Ports 1 Port 5 Ports 10 Ports 50 Ports

Available with Contact Center Solutions 6.0 FP1

, we are now introducing support /

Mitel SX-2000 Mitel SX-200

Please refer to Product Bulletin

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