Mitel Contact Center Suite Installation Manual
- 2Table of Contents
- 3Quick Start Guide
- 4Using Your Phone
- 4Using Redial
- 4Placing a Call On Hold
- 4Transferring a Call
- 4Conference Call
- 4Listening to Voicemail Messages
- 5Muting a Call
- 5Adjusting the Speaker Volume
- 5Adjusting the Ringer Volume
- 6Managing Features Through the MyOfficeSuite™ Portal
- 9Installing Your Phone
- 10Using Your OfficeSuite® Phone
- 10Activating Your Phone
- 10Making Calls
- 10Setting Up Voicemail
- 10External Calls
- 10Internal Calls
- 13Using the System
- 15Listening to Voicemail
- 17Setting Up Speed Dials
- 18Forwarding Calls
- 18Unanswered Calls
- 21Searching and Adding Contacts
- 25Optional Features and Services
- 27Call Recording
- 31Getting Help
- 33Troubleshooting Your System
- 33FCC Notice to U.S. Customers
- 34Index
Mitel Connect –Manual 2.2 Browse Organizations The administration area allows you to view and (depending on your privileges) edit organizations, policies and users. You will notice some icons in the Mitel Connect tree view, which indicate the type of a node. The following icons are available: Icon used for organizations. Occasionally Mitel MIVOICE Connect Contact Center (MVCCC)(ShoreTel ECC) will stop logging detailed call events to the CCIR database. There may still be manual recovery steps necessary to process that data for Brightmetrics reporting, but at least it will be possible to do so. And this is a new install or there have been any changes. MiVoice 5320e IP Phone User Guide About Your Phone The Mitel ® 5320e IP Phone is full-feature, dual port, dual mode enterprise-class applications phone that provides voice communication over an IP network. It features a large graphics display (160 x 320) wideband audio and self-labeling keys. The 5320e IP Phone offers seven.
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1 PRODUCT DOCUMENTATION Contact Center Installation Guide R E L E A S E 5. 1
2 Document and Software Copyrights Copyright ShoreTel, Inc. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damages (including consequential) caused by reliance on the materials presented. Trademarks ShoreCare, ShoreWare, and ShoreGear are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShoreTel, ShorePhone, Office Anywhere, and ShoreTel Smart are trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Patents ShoreTel s products are covered by one or more of the following patents: United States Patent 6,996,059, United States Patent 7,003,091, and United States Patent 7,167,486. ShoreTel, Inc. All rights reserved. Version Information Installation Guide Contact Center 5.1 Version: Install_51_ Part Number: Company Contact Information ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California (408) (408) fax
3 Table of Contents PREFACE 7 CHAPTER 1: INTRODUCTION Overview Contact Center Features Call Routing Monitoring Performance Measurement Agent Tools Contact Center Components Contact Center Server Supervisor Suites Agent Suite CHAPTER 2: HARDWARE AND SOFTWARE REQUIREMENTS ShoreTel Contact Center Server Requirements Server Allocation Mid-Level System Software for Up to 50 Simultaneous Agents Advanced System Software for 50 to 150 Simultaneous Agents Advanced System Software for 150 to 300 Simultaneous Agents Advanced System Software for 300 to 600 Simultaneous Agents Operating Systems for Stations Processors and Memory Remote Access ShoreTel Contact Center Clients CHAPTER 3: INSTALLING CONTACT CENTER Overview Installation Prerequisites Required Installation Information Server Static IP Addresses Partitioning the Contact Center Server Hard Disk Power Source Redundancy Agent Workstation Data Execution Prevention Setting Contact Center Server Lock Device Supervisor Licenses Installing the Distributed Server Software Installing the Contact Center Server Starting and Verifying the ShoreTel Contact Center Server Installing the Contact Center Supervisor Applications Manually Installing the Contact Center Supervisor Applications Starting the ShoreWare Supervisor Applications Contact Center 5.1 3
4 Installation Guide 3.9 Installing ShoreWare Agent Toolbar Manually Installing ShoreWare Agent Toolbar Starting ShoreWare Agent Toolbar Installing the Ghostscript Component (Optional) Installing Distributed IVR Servers (Optional) Specifying an External Location for Interactive Data Installing Contact Center in a Thin Client Environment Installing and Configuring Agent Toolbar in a Thin Environment Uninstalling Contact Center Uninstalling the Contact Center Server and Database Directories Uninstalling the Contact Center Client Applications CHAPTER 4: CONFIGURING CONTACT CENTER Overview Setting Up User Groups Identifying Server Route Points Specifying Supervisor Licenses Setting Up Agent Phones CHAPTER 5: TESTING CONTACT CENTER Overview Creating a Supervisor Adding an Agent Configuring an Agent Group Creating an IRN Configuring an IVR Port Verifying the Call Center Can Receive Calls Verifying an Inbound Call Reaches an Agent CHAPTER 6: REDUNDANT SERVER SYSTEM Description of a Redundant Server System Basic Terminology Normal Operational Behavior Remote Office Support of a PBX Database Replication Database Synchronization Failover Operational Behavior Failback Operation Parameters and Limits MySQL Port Network Connectivity Failure States and Responses Implementing a Redundant Server System Server Startup Copy Custom IVR Prompts and Databases to the Secondary Server ShoreWare Director Tasks Enterprise Contact Center Server Tasks Network Requirements System Hardware and Software Considerations Failback System Maintenance
5 Installation Guide CHAPTER 7: UPGRADING AND MAINTAINING CONTACT CENTER Upgrading Contact Center Upgrading the Contact Center Server Upgrade Methods for Client Applications Maintaining Contact Center APPENDIX A: INSTALLATION WORKSHEETS 91 A.1 Overview A.2 Site General Information A.3 Contacts A.4 About the Company A.5 Network Information A.6 ShoreWare Agent Manager Computers A.7 ShoreWare Agent Computers GLOSSARY 95 INDEX 99 Contact Center 5.1 5
6 Installation Guide 6
7 Preface Objectives Audience This preface provides information about the objectives, audience, and conventions of the ShoreTel Contact Center Installation Guide. This guide is not intended as a user guide for the ShoreTel Contact Center Solution. It does not describe how to use the system applications in detail. For such information, refer to the other Contact Center documentation, as described in the Documentation section on page 8. This document describes how to get your ShoreTel Contact Center system up and running. In this guide, you will find: Introduction to Contact Center Hardware and software requirements Installation instructions Directions on configuring Contact Center Information on testing the Contact Center system Details on setting up a redundancy server system Overview on upgrading and maintaining Contact Center Installation worksheets Glossary This guide is intended for professional services engineers or technical personnel responsible for system installation. The guide also provides getting started information for contact center administrators and other system users, as well as a basic overview of the applications that make up the system. Guide Conventions Conventions used in this guide include the following: (Harvard Business
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