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Mitel 6150 MCC manual

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Table of contents for the manual

  • Page 1

     YHUVLRQ   -XQH [...]

  • Page 2

    [...]

  • Page 3

    i &RQWHQWV &RQ ILJX ULQ J 0&& 7RFRQILJXUHHP SORHHV   $GGLQJ(PSO RHH V   ?[...]

  • Page 4

    ii Contents 7RRSHQ2XWORRN      2SHQLQJ2XWO RRN     ?[...]

  • Page 5

    i 7RYLHZWKHUHS RVLWRU   7RYLH ZWKH RULJL QDOHPDL OV     ?[...]

  • Page 6

                        0LWHO1HWZRUNV 0XOLWPHGLD &RQWDFW&HQWHU 7UDFNDQ GGLV WULEXWHHP[...]

  • Page 7

                       0LWHO1HWZRUNV0&& &RQILJXULQJ 0&& T o configu[...]

  • Page 8

                7 R F R Q I L J X U H H P S O R H H V    7RFRQILJXUHHP SORHHV The Configuration window , Employees[...]

  • Page 9

    0L WHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU The Employee Properties window appears. (See Figure 2.)  8QGHU 1D PH WSHWKHH PSORHH¶ VILUVWQDPH VSDFHDQGODVWQDPH The name is two words separated by a spac e, and can be up to 50 characte[...]

  • Page 10

                7 R F R Q I L J X U H H P S O R H H V    (GLWLQJ( PSOR HHV NOTE: Y ou cannot edit the Public Folder/W[...]

  • Page 11

    0L WHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RFRQILJXUHD JHQWV  2QWKH &R QILJXUDWL RQ ZLQGRZ FOLFNWKH $JHQWV WDE The Agents window appears. (See Figure 4.) $GGLQJ$JHQWV  &OLFN $GG  Figure 4 Configuration win[...]

  • Page 12

                7 R F R Q I L J X U H D J H Q W V   The Agent Properties window appears. (See Figure 5.) [...]

  • Page 13

    0L WHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU (GLWLQJ$JH QWV  2QWKH &RQ ILJXUDWLR Q ZLQGRZ FOLFNWKH $JHQWV WDE  6HOHFWWKHDJHQWRXZDQWWRH GLW  &OLFN (GL W  The Agent Properti[...]

  • Page 14

                 7RFRQILJXUH DJHQ W JURXSV   7RFRQILJXUHD JHQWJURXS V  2QWKH &RQ[...]

  • Page 15

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU The Agent Group Properties window appears. ( See Figure 8.)  8QGHU 1D PH WSHWKHDJH QWJURXSQDPH  8QGHU 3XEO LF)ROGHU 1DPH WSHWKHD JHQWJURXS¶ V:LQGRZVXVH U[...]

  • Page 16

                 7RFRQILJXUHDJHQW JURXSV   'HOHWL QJ$JHQW *URXSV Y ou must delete all queues links to the [...]

  • Page 17

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RFRQILJXUHPH PEHUVRID QDJHQWJURXS Y ou can add or remove the agents that compose the agent group w ith the Members button. $GGLQJDQDJHQW WR DQDJHQW JURXS  &OLFNWKH $JH QW*U RXSV [...]

  • Page 18

                7R FRQILJX UH TXHXHV       7RFRQILJXUHTXH XHV  &OLFNWKH 4XHXHV W[...]

  • Page 19

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU The Queue Properties window appear s. (See Figure 12.)  8QGHU 1D PH WSHWKHTXHXH QDPHXSWRFKDUDFWHUV   8QGHU 3XEO LF0DLO $GGUH VV WSHWKHDGGU HVV[...]

  • Page 20

                7R FRQILJX UH TXHXHV       (GLWLQJ4 XHXH V  &OLFNWKH 4XHXHV WDE [...]

  • Page 21

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU  6HOHFWWKHTXHXH RXZDQWWRGHOHWH  &OLFN 'HOHWH [...]

  • Page 22

                7 R F R Q I L J X U H U H V S R Q V H V    7RFRQILJXUHUHVS RQVHV  &OLFN?[...]

  • Page 23

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU The Response Message Properties window appear s. (See Figure 15.) $GGLQJ5HVSR QVHV  8QGHU 'HV FULSWLRQ WSH WKHUH VSRQVHGHV FULSWL RQ For example, type “ out of office ” if you will use this resp[...]

  • Page 24

                7 R F R Q I L J X U H U H V S R Q V H V    (GLWLQJ5 HVSR QVHV  &OLFNWKH?[...]

  • Page 25

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU &RQILJXULQJ &&0  8VLQJ,QWHUQHW( [SORUHU WSHWKH85/ KWWS ,3DG GUHV V &&0 VWDUWBHQD VS  8QGHU 8 VHUQDPH ?[...]

  • Page 26

                7 RFRQILJXUH$FFRXQW &RGHV   The Add Account Code window appears. (See Figure 18.) [...]

  • Page 27

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU (GLWLQJDQ $FFRXQW&R GH  &OLFNWKH $FFRXQW&RG H WDE  5LJKW FOLFNWKH$FFRXQW&RGHV DQGVHOHFW (GLW   6HOHFWWKH$FF RXQW&[...]

  • Page 28

                7 RFRQILJXUH$FFRXQW &RGHV   'HOHWL QJDQ$FFR XQW&RGH  &[...]

  • Page 29

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RFRQILJXUH0D NH%XV5HD VRQ&RGH V $GGLQJD0DNH %X V5HDV RQ&RGH  &OLFNWKH 0DNH%XV 5HDVRQ &RGHV WDE  5LJKW FOLFNWKHILUVW0DNH%XV?[...]

  • Page 30

                 7R FRQILJXU H 0DNH %XV 5HDV RQ The Y our Site Configuration window appears indicating the success or fa ilure of the [...]

  • Page 31

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU &KDQJLQJ0&& RSWLRQV There are three types of 6150 MCC options that can be changed:  5HDO7L PH6H UYHU&RQQHF WL RQ3DUDPHWHUV  0&&6WDUWXS2 SWLRQ[...]

  • Page 32

                7 R F K D Q J H W K H , 3 D G G U H V V D Q G S R U W  7RFKDQJH WKH,3DG GUHVVDQ GSRUWQXPEHU [...]

  • Page 33

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7R RSHQ 2X WORR N  If you have not yet installed Microsoft Outlook 2000 on the client computer , do so now . NOTE: The user name for the client computer installation is the user ’ s name not prairieFyr e . See Mitel Networks 6150[...]

  • Page 34

                 7R Y LHZ WKH 0&& LQER[ ZKHQ 7R YLHZ WKH 0&& LQE R[ ZKH[...]

  • Page 35

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU Figure 24 Microsoft Outlook: 6150 MCC Inbox[...]

  • Page 36

                 7R Y LHZ WKH 0&& LQER[ ZKHQ The Options window appears. (See Figure 25.) ?[...]

  • Page 37

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7R GLVSO D 0&&VKRUW FXWV Y ou can display 6150 MCC shortcuts with the 6150 MCC S tartup Options.  6HOHFWRXU0 &&LQER[  &OLFN 7RROV !2SW[...]

  • Page 38

                7 R G L V S O D W K H O R J R Q Z L Q G R Z Z K H Q  7RGLVSODWKHORJRQZLQGRZZKHQ2XWORRN[...]

  • Page 39

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RPDNH2XWORR NRXUWRSZLQGRZZKH QDQHPDLODUULY HV Y ou can make an incoming e-mail appear as your top window with the 6150 MCC Mail Arrival Options.  6HOHFWRXU0 &&LQER[?[...]

  • Page 40

                7RGLUHFWH PDLO WRWKH 0&&LQ 7RGLUHFWHPD LOWRWKH 0 &[...]

  • Page 41

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RFKDQJHWKH0&&HPDLODUULYDO VRXQGILOH Y ou can change the 6150 MCC e-mail arrival sound file with the 6150 MCC Mail Arrival Options.  6HOHFWRXU0 &&LQER[[...]

  • Page 42

                7R O R J R QW R   0 & &   6HWWLQJDJHQW DFWLRQV Agent actions are logg[...]

  • Page 43

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU Y ou are now logged on and available to answe r incoming e-mails. (See Figure 33.) Figure 33 6150 MCC: logged on and available 7RORJRIIIURP 0 &&  2QWKH ,Q ER[0LFURVRIW2XWO RRN Z LQGR Z[...]

  • Page 44

                7R VHWD0DNH %XV5HDVRQ&RGH   7RVHWD0D NH% XV5HDVRQ&RGH ?[...]

  • Page 45

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU The Make Busy Reason (MKB) code now appea rs as Morning Break. (See Figure 36.) Figure 36 Morning Break 7RUHPRYH0 DNH%XV  2QWKH ,Q ER[0LFURVRI W2XWORRN ZLQGRZFOL F N $JHQW $FW LRQV !5H PRYH ?[...]

  • Page 46

                7R UHP RYH 0DNH%XV     5HVSRQGLQJWR DQHPDL O When you select a 6150 MCC e-mail, the e-ma[...]

  • Page 47

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RVHWDQ$F FRXQW&RGH  2QWKH0&& HPDLOZL QGRZFOL FN $FFRXQW& RGHV  The 6150 MCC Account Codes window appears. (See Figure 39.)  6HOHFWWKH[...]

  • Page 48

                7 RKROG DQHPDLO    7RKROGDQH PDLO If you cannot answer an e-mail immediately , you can[...]

  • Page 49

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RWUDQVIHUD QHPDLO Y ou can transfer an e-mail to an agent or to a que ue.  2QWKH0&& HPDLOZL QGRZFOL FN 7U DQ VIH U  The 6150 MCC T ransf er window appears. (See Figure [...]

  • Page 50

                7R V H W1 R 5 HS O 1 H HG H G   7RVHW1R5HS O1HHG HG  2QWKH?[...]

  • Page 51

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 9LHZ LQJ HP DLOK LVW RU Y ou can view e-mail history with the 6150 MCC e-mail response window . (See Figure 43.) 7RYLHZ HPDLOKLVWRU  &OLFNWKH &OLH QW+LVW RU WDE Figure 43 6150 MCC e-m[...]

  • Page 52

                 7RYLHZ HPDLOKLVWRU   No history is currently displayed. (See Figure 44.) Y ou must choose from f[...]

  • Page 53

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RYLH Z&XU UHQW &DVH  &OLFN 'L VSOD &XUU HQW &DVH  The e-mail currently in the Message window , a nd all associated correspondence spawning from that e-mail, appears in the Client Hist[...]

  • Page 54

                 7RYLHZ HPDLOKLVWRU   7RYLH Z( QWLUH+ LVWRU  &OLFN 'L[...]

  • Page 55

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RYLH ZD6SH FLILF(P DLO  &OLFN 'L VSOD 6SH FLIL F( PDLO  The Message ID box appear s. (See Figure 47.)    7 SH W KH  GLJLW 0 HV VDJ H , ' Q[...]

  • Page 56

                 7RYLHZ HPDLOKLVWRU   The specific e-mail that you requested appear s in the Client History windo[...]

  • Page 57

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 7RYLH ZW KH&XUU HQW(P DLO  &OLFN 'L VSOD &XUU HQW (P DLO  The e-mail currently in the Message window appears in the Client History window . (See Figure 50.) Figure 50 Display Current [...]

  • Page 58

                 7RFUHDWH DWHPSODWH    &UHDWLQJDQG XVLQJD0& &WHPSODWH Y ou [...]

  • Page 59

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU The Untitled - Discussion window appears.  8QGHU 6XEMHFW WSHWKHQDPHRIWKHTXHXHIRUZKLFK RXDUHFUHDWLQJWKHWHPSODWH )RUH[DPSOHWSH6XSSRUW The name of the window changes[...]

  • Page 60

                7R X VH D0&& WHPSOD WH    7R XVH D 0&& W[...]

  • Page 61

     0LWHO1 HWZRUNV 0XOLWPHGL D&RQWDFW &HQWHU 9LHZLQJ0 LQL4 XHXH1RZ6 WDWV Mini Queue Now Stats provides information on the number of available agents, the number of e- mails waiting, and the length of time the oldest e-mail has been waiting. However , if you have AgentAdvisor (a compon[...]

  • Page 62

                7R YLHZ  WKHUHSRVLWRU   The statistics for support@prairiefyre.com ca n now be viewed. There are fou[...]

  • Page 63

                 0&&7HUPLQRORJ       $SSHQGL[$ 0& &7HU PLQRO RJ (QD E[...]

  • Page 64

                 0&&7HUPLQRORJ       If the e-mail message is not answered by overflow agent group1[...]

  • Page 65

                 0&&7HUPLQRORJ       2Y HUIORZ 7LPH The overflow ti me is the length of time an [...]