1. Mitel Complimentary Products for Microsoft Lync
Øbert Wemberg jr
Direct Touch
March, 2015

2. Mitel’s MS Lync Complimentary Product Portfolio
Mitel is able to provide a complete portfolio of Microsoft Lync enabled solutions.

3. Mitel MiContact Center for Microsoft Lync
Øbert Wemberg jr
Direct Touch

4. Automatic Call Distribution (ACD)
Interflow/Overflow
Priority Queue Routing
Business Hour Schedules
Music On Hold
Re-queue and Work Timers
Queue announcements
Queue calls when no agents are present
Business hours
ANI/DNIS Routing
Dial Out of Queue
Queue Resiliency
Auto Attendant
Silent Monitoring, Whisper and Barge
UC Advanced Mobile

5. Path / Queue Concept Primary Agent Group John Smith - Id 1234
Sally Davis - Id 1123
Steve Jackson - Id 2345
Michael Jones - Id 7654
Susan Nichols - Id 1112 ….
Overflow Group #1
Overflow Group #2
Overflow Group #3
Primary Agent Group

6. Path / Queue Concept
Overflow Group #1
Overflow Group #2
Overflow Group #3
Primary Agent Group
Each path (Queue) has a series of agent groups within it.
Each group can have it’s own unique overflow timer;
Timers determine when the call flows to the next group.
Each path can have recorded announcement (comfort) message(s) programmed for it.

7. Features
Automatic Call Distribution (ACD) routes voice calls based on:
Longest idle agent
Business Hours
Overflow/Interflow timers to route calls to other queues, agent groups or answer points
Auto Attendant and Intelligent in-queue messaging: expected wait time, announcements and music.
Agent Forecasting the number of employees required to meet service level goals.
A single-point of administration for system provisioning and synchronization of the Contact Center Management database with Active Directory and the Lync Front End server.

8. Mitel MiContact Center for Microsoft Lync Demo
Lloyd Bowden
Territory Manager
November, 2014

9. Mitel Ignite Features
Ignite toolbar integrates with the Lync desktop client to provide:
The core agent desktop experience
Calls are delivered natively to Ignite/Lync using the Microsoft Lync Server call control and the Mitel ACD routers. Ignite docks at the side of the Lync client providing Interactive Real-Time and Agent Control functionality (Make Busy, DND, Presence, Wrap-Up).
Extends Lync Presence states to make them specific to a contact center agent
“Available” states include “Available for ACD”, “Available – Not Logged In”
“Busy” can be “Make Busy Meeting” or “Make Busy CRM Notes”, etc.
“Do Not Disturb” can be “Do Not Disturb – Lunch Break” etc.
States are user-defined and reportable.
Agent queue availability controls
If members of multiple queues, agents can quickly and easily specify the queue for which they answer.
Queue Statistics and Agent Shift Statistics real-time monitors.

10. Mitel Ignite Features
Rich Ignite interactive buttons enables agents to:
Login/Logout of ACD and make themselves available to specific queues.
Manage Make-Busy and Do- Not-Disturb states with user- definable and reportable reason codes.
Request help from supervisors.
Open real-time Agent, Agent Group, and Queue performance displays.

11. Mitel Ignite Features View your ACD agent state
Ignite extends the standard Lync presence states to make them specific to a contact center
View the ACD agent state of other agents in your contact center
Ignite interactive switches the toolbar to provide a summary view of an agent’s performance

12. Mitel Ignite Features
Ignite dashboard slides out to view real-time agent and queue performance statistics.
Agents can control their availability in queues and request help from their supervisors with the click of a mouse.

13. Mitel Ignite Screen Pop
As calls arrive, Agents and employees using Microsoft Lync with Mitel Ignite can receive screen pops from applications such as Microsoft CRM.
Screen pops can be based on ANI, DNIS, or CLID
Wrap up time

14. Mitel Supervisor Client Features
Supervisors can right-click agent cells to initiate instant messages, silent monitor and change agent states in real-time including:
Log an agent in.
Log an agent out.
Join/Leave agent skill group.
Set Make Busy, and more.
Supervisors can tag agents to be silent monitored, and then whisper to agents while on calls, or barge in to help with problematic calls.
Supervisors can view ACD agent states and Microsoft Lync presence in a single real-time display.
Supervisors can view queued calls and queue statistics, such as Longest Waiting, Agents Available, ACD Handled, Abandoned and Interflowed.

15. Mitel YourSite Explorer
A standardized, unified desktop experience for contact center setup and provisioning.
Set up queues, Auto Attendants, in-queue messages, business hours, Agents, Agent Skill Groups, music, Make Busy and DND codes.
Single-point database administration and configuration for all contact center devices.
Synchronization of employees, queues and Media Servers programmed in Active Directory with the YourSite database.

16. Mitel Contact Center Reporting
Over 115 standard reports, enabling you to measure contact center agent and queue performance, over any date and time horizon, including Make Busy with Reason Codes and Do Not Disturb states.
Customizable, on-the-fly reporting, including filtering options.
Scheduled reports, automatic report printing, and automatic ing of reports to a specific contact or group of contacts.
Unique reporting inboxes for each supervisor.
Based on Microsoft SQL and SQL Reporting Services.
Reports delivered in formatted Microsoft Excel or Adobe PDF.

17. Mitel Contact Center Reporting

18. Mitel MiContact Center for Microsoft Lync Roadmap

19. 5.10 and 7.1 Side by Side
Everything you have seen so far is for voice contact routing only
7.1 runs on a separate server to the 5.10 environment and adds
a new set of licenses known as “Premium Licensing” which enables agents to handle , webchat and social media in addition to voice
a separate client on the agent’s desktop for handling , webchat and social media contact routing
a separate client on the supervisor’s desktop for managing , webchat and social media contact routing
the ability for the customer to chose a mix of Standard (voice only) and Premium (multi-channel) agents

20. 5.10 and 7.1 combined = Release 8.0
In Q4 2015, 7.1 will be enhanced to handle voice contacts as well as the other media types and will become known as 8.0
8.0 will provide full multi-channel and IVR functionality from a single server
Agents will have a single client to handle all media types on their desktop PC
Supervisors will have a single client to manage all media types on their desktop PC
Customers with current Software Assurance will be able to upgrade to this release however the same licensing model will apply, therefore:-
Standard Agents will only be able to handle voice contacts
Premium Agents will be able to handle voice, webchat, social media and SMS

21. Messaging & Announcements
Options

22. Lync IVR Choices & Roadmap

23. Bolt On IVR with Visual Workflow Manager
Quickly and easily manage call flows with intuitive drag-and- drop GUI
Copy and add to call workflows
Managed through YourSite Explorer – the same admin interface as MiCC4Lync
Ability to run IVR activity reports
Can be used to enhance the resiliency of MiCC4Lync

24. IVR Routing Visual call flow editing & publishing
Self help workflows that guide callers to information, extensions or queues
Collected Digits – dip into CRM and screen pop record to agent
Position in queue, expected wait time & Queue conditional messages & routing
Integrated prompt editor
Unified Visual Queue - visual representation of all interactions – voice, web chat, , etc – that are waiting in a specific queue
Voice & Web callbacks managed through web callback monitor (7.1) & automatically queued to agents (8.0)
Can be sold independently of the MiCC4Lync

25. Multi-media (or Multi-channel) Contact Center
Release 7.1
Multi-media (or Multi-channel) Contact Center

26. Multimedia Contact Center Agent Desktop Application (“My Folders” view)
Inbox ringing indicators
Group Sort Options
Contact Statistic Sort Options
Agent Presence
Make Busy
Do Not Disturb
Folder
View
Action
Toolbar
System Received Time
Agent Workload
Sign Out
Status
Bar
Exit Application
Folder
Pane
List
Pane
Preview
Pane
Action Controls

27. Multimedia Contact Center Desktop Agent Desktop Application (“Realtime Monitor” view)

28. Multimedia Contact Center Administration Routing using Visual Workflows
In this example, the media server has received an inbound . It directs this to its inbound workflow.
A check of the receiver’s address is used to determine whether it is directed to the support branch or sales branch.
The appropriate acknowledgement is sent based on a check of the business hours.
The inbound is routed to the support or sales queue group.
Visual Workflow Example

29. Multimedia Contact Center Workload Descriptor
New concept called workload descriptor describes an agent’s media handling capabilities.
Maximum concurrent multimedia contacts an employee can handle;
How many of each specific media an employee can handle concurrently;
While an employee is actively handling a specific media contact, which contacts should be blocked from being offered (for example, do not offer voice calls when an agent is actively handling a chat).

30. Multimedia Contact Center Skills Based Routing
Skills based routing of non-voice media will be supported
When an agent becomes free they will receive activities based on the following criteria;
1. Highest queue (path) priority
2. Highest skill priority
3. Longest idle

31. Multimedia Contact Center Contact Us
New Contact Us page displays the methods which the customer can choose to contact the company.
Contact Us template provided with only minor modifications required to customize for any business.
New estimated wait time can be displayed for each contact method.
Advanced capabilities (requires experienced web designer to configure)
A Contact Us tab can be displayed as a side tab on a page and only expanded when clicked on.
Side tab can automatically expand to offer unsolicited chat if a customer remains on a web page for a configurable amount of time.

32. Multimedia Contact Center Contact Us Tab
New “Contact Us” tab can be placed on any web page expanded to provide a list of methods which the customer can choose to contact the company.

33. Multimedia Contact Center Contact Us Tab
Contact Us tab can be configured to auto expand if user remains on web page for specified time.
New statistic “expected wait time” can be displayed beside each contact method to inform the customer which method has the shortest wait time.

34. Multimedia Contact Center Contact Us Tab

35. Multimedia Contact Center Web Chat
Simplified deployment by hosting chat request and chat client from MiCC4Lync MultiMedia Server. Avoids having to deploy these scripts on customer’s web server. The scripts are accessed from the corporate web server using reverse proxies.
Ability to use workflows to create auto response system. Agents can silent monitor customer interaction with auto response system while in queue.
New notifications that the agent/client is typing in a chat window.
Agent notification when a client has sent a chat response to the agent.
Secure chat can be supported through HTTP secure.
URLs that are entered by the agent in the chat window will display as clickable web link.

36. Multimedia Contact Center Reporting and Supervisor Enhancements
Rich set of reports for employees, agents, and queues
New Multimedia Reports:
Agent Group Performance by Media by Agent
Employee Group Performance by Employee by Agent
Queue Performance by Queue with Agent Handling Info
Charts: Unified Queue Group, Queue Traffic
CCC multimedia interactive visual queue
Supervisors can monitor media queues and will be able to pick up contacts from queues and push them to other queues or agents.

37. Multimedia Contact Center Reporting and Supervisor Enhancements Queue Chart Traffic Report

38. Multimedia Contact Center Reporting and Supervisor Enhancements Unified Queue Group Report

39. Multimedia Contact Center Installation and Migration New Installation
considerations
Inbound support requires the public accounts, FQDN or IP address for the mail server and an IMAP port connection.
Outbound support requires an SMTP connection.
Web chat considerations
Web administrator must work with web developer to determine where web chat requests are to be presented and what queue they map to. Chat request and Contact Us templates are provided which must be inserted and configured into the corporate web pages.
Chat request and Contact Us pages are hosted in the CCM server, a reverse proxy is required to convert the public URL to request a chat to the internal URL on the CCM server.

40. Multimedia Contact Center Installation and Migration New Installation
An installer is provided which will validate all software pre-requisites have been met and install the Multi-media Contact Center software.
Agent desktops are provided web access to download the agent desktop application.

41. Ignite collapsed for voice only agents
Release 8.0 (single CC agent desktop client) Ignite Contact Center Client Docked to Lync Client
Ignite client expanded to handle multimedia
Ignite collapsed for voice only agents

42. Thank you! Øbert Wemberg jr Direct Touch
MiContact Center for Microsoft Lync