Mitel Contact Center Management PreInstallation Training

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Mitel Contact Center ManagementPre-Installation
Training

• prairieFyre Software Inc.

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Required Reading

• Print and read the following documents before you
  continue
• Pre-Installation Site Checklist
• Customer Interaction Solutions System Engineering
  Guide
• Contact Center Management Installation Guide
• Click the hypertext links to access to these
  documents

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Pre-Installation Training Overview

• This module covers the following topics
• Training objective
• Pre-installation site checklist
• Customer/dealer relations
• Telephone system, server, and client hardware and
  software requirements
• Server partitioning
• Data storage
• ACD path concepts
• Telephone system preparation
• Training summary
• Contact Center Management installation
  certification
• Contacting prairieFyre

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Training Objective

• After you complete this module you will know
• The hardware and software requirements for
  Contact Center Management
• How to evaluate server partitioning
• How to determine the best database storage
  solution for your customer
• How to prepare the telephone system

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Pre-Installation Site Checklist

• The pre-installation site checklist helps you
  assess the following aspects of the contact
  centers current setup
• Site identification information
• Products and licenses
• Telephone system specifications
• Contact center specifications
• Any add-on applications
• Training requirements
• The pre-installation site checklist provides
  basic information to help you determine the
  installation needs of your customers

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Understanding Customer / Dealer Relations

• Communicating with your customers is key to
  successfully installing software
• What industries are they in?
• What are their plans for growth?
• What type of telephone systems do they have?
• What hardware and software do they have on site
  right now?
• How are their contact centers structured?
• If you are building their servers off site, what
  are their computer naming conventions?
• How much historical data do they want to store?
• How many supervisors do they have?
• What is their Service Level?
• Use the pre-installation site checklist and talk
  to your customers!

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Hardware and Software Requirements

• After you determine the current setup of your
  customer, compare it to the minimum requirements
  for installing Contact Center Management
• Before you install Contact Center Management,
  ensure your contact center meets the necessary
• Telephone system requirements
• Server requirements
• Client computer requirements

Refer to the Customer Interaction Solutions
System Engineering Guideyou will be tested on it!
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Telephone System Requirements

• Contact Center Management is designed for the
  following Mitel telephone systems
• SX-200 17 Release 4 or greater
• or SX-2000 29 or greater
• or 3300 ICP, Version 6 or greater recommended
• NOTE Ensure your customers purchase the ACD
  option for their telephone systems. You must
  enable the ACD option before you install Contact
  Center Management

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Server Requirements

• Talk to your customer to obtain the following
  setup information. You can save considerable time
  and energy if you perform the setup correctly
  before you install Contact Center Management
• Operating system platform
• Contact Center Management supports Windows
  2000/2003 Server only. When installed on a
  server, Contact Center Management does not
  support Windows NT, Windows XP, or Windows 2000
  Professional
• Static IP address
• Obtain a static IP address for the Enterprise
  Server from the contact center
• Enterprise Server name
• Follow the contact center naming convention when
  you name the Enterprise Server

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Server Requirements

• Your server hardware and software requirements
  depend on
• The Customer Interaction Solutions software
  products you use
• The number and types of devices in your contact
  center
• Daily contact center traffic
• The following two tables list typical hardware
  and software requirements for contact centers
  that install Contact Center Management only.
  These tables use the specifications found in
  Server configuration 2
• NOTE If you are installing Contact Center
  Management only and have less than 100 devices
  (Server configuration 1) you may use a Pentium 4,
  1.8 GHz processor

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Server Software Requirements
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Server Software Requirements
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Before Installing Server Software

• Before you install the server software you must
• Install TCP/IP networking and verify it is
  enabled
• Install a network card and verify it works
• Install a Digiboard if you have an SX-2000/SX-200
  and collect data using data sets. (recommended if
  the contact center handles more than 2000 calls
  per hour, or has Com port-based wall signs Talk
  to your customer)
• Verify that the Com ports work
• Install a video driver with 65,000 colors and
  verify functionality

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Client Computer Requirements

• Supervisors use client computers to
• View real-time monitors in Contact Center Client
• Run reports from the Contact Center Management
  website
• Agents use client computers to
• View real-time monitors in Contact Center Client

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Client Computer Software Requirements
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Client Computer Software Requirements

• The following table list the client computer
  software requirements for contact centers that
  implement Contact Center Management

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Server Partitioning

• Consider partitioning the Enterprise Server hard
  drive for protection. This typically involves
  installing the operating system on a separate
  drive. If your customer encounters a problem with
  the operating system the database will less
  likely be affected
• For example, partition a 60 GB hard drive to
  isolate the operating system on the C drive and
  install the SQL platform and Contact Center
  Management on the D drive. The SQL database must
  be able to accommodate historical data as it
  accumulates. The YourSite database becomes larger
  as the contact center grows

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Storing Data

• SQL is the best database for the Microsoft
  Windows platform and is the relational database
  management system of choice for a broad spectrum
  of corporate customers
• Microsoft SQL Server 2005 Express Edition is a
  basic version of SQL included free of charge with
  Mitel Contact Center Management
• Optionally, you can purchase an advanced version
  of SQL Server 2005
• Microsoft SQL Server 2005 Workgroup Edition
• Microsoft SQL Server 2005 Standard Edition
• Microsoft SQL Server 2005 Enterprise Edition
• Determine the data storage method best-suited for
  the contact center

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How does ACD work?

• Automatic Call Distributor (ACD) rations calls to
  agents in a cost-effective manner that provides
  acceptable service to callers
• You can program ACD options to
• Ensure the first call to arrive reaches the first
  available agent.
• Vary the order of calls and agents to provide
  superior service.
• Call routing options you program in the telephone
  system provide a set of instructions that
  automate the movement of calls to their intended
  answering points. You can define optionsfor
  example, if the caller dials 1, forward his call
  to customer service
• You can specify re-routing for calls not answered
  after a set period of time and parse incoming
  Automatic Number Identification (ANI) and Dialed
  Number Identification Service (DNIS) data to
  direct call routing

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Path Concepts

Incoming calls
Contact Center Management
Data flow
PBX

• Interflow
• Announcements
• Dial 1 or 2
• Voicemail, etc.

Group 1
Group 4
Group 3
Group 2
Tracy 4000
Peter 4001
Shannon 3000
Paula 3001
John 2001
Jane 1001
Tom 2000
Frank 1000
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Call Overflow
Incoming calls
15-second interval
Group 1
Group 2
Group 4
Group 3
PBX
Data flow

• Interflow
• Announcements
• Dial 1 or 2
• Voicemail, etc.

Contact Center Management
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Setting up Paths

• In an ACD contact center that uses Contact Center
  Management there are two main databases
• Telephone system database
• Contact Center Management YourSite database
• As a channel partner, you
• Assess your customers contact center
  requirements and program the telephone system
  database accordingly
• Configure the YourSite database to mirror the
  trunks, lines, routing and timing options, and
  agent positions in use on the telephone system

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Preparing the Telephone System

• Essential steps
• Ensure your customer has purchased the ACD option
  for the telephone system. You must enable the ACD
  option before you install Contact Center
  Management
• With your customer, determine the queues, queue
  groups, agents, and agent groups used in the
  contact center and program the telephone system
  database accordingly
• After you install Contact Center Management,
  print the Path Assignment and Agent Group
  Assignment forms and use them to configure the
  YourSite database
• Ensure you talk to your customers!

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3300 ICP Programming

• The 3300 ICP delivers SMDR and ACD real-time data
  streams over TCP/IP, so you do not need to
  program any dataset connections.
• In order to generate reports in Contact Center
  Management you must select telephone system
  reporting options on the following forms
• SMDR Options
• Class of Service Options
• Path Assignment
• Agent Group Assignment

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Training Summary

• To complete the online test for this module you
  require a Mitel OnLine (MOL) account.
• To obtain an MOL account
• Go to the Mitel website.
• Click Partners ResellersgtMitel OnLine.
• Submit your application.
• After you obtain a MOL account
• Log on to your MOL account.
• Register for the test.
• Complete the course.

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Contact Center Management Installation
Certification

• To become Contact Center Management Installation
  certified, complete the curriculum and test for
  the current module and complete the following
  additional modules
• Server Installation Technical Training
• Client Computer Installation Technical Training
• Visit Mitel OnLine to register for additional
  contact center installation courses
• Contact Center Management Remote Site
  Installation Training
• Contact Center Management Version 5 Upgrade
  Training

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Contacting prairieFyre

• Technical Support
• 730-555 Legget Dr., Tower B
• Kanata ON K2B 2X3
• CANADA
• Tel [phone]
• Sales Marketing Press 5
• Technical Support Press 3
• Training Press 6
• Fax [phone]
• Email support_at_prairiefyre.com

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Thank you
The information conveyed in this presentation,
including oral comments and written materials, is
confidential and proprietary to Mitel and is
intended solely for Mitel employees and members
of Mitels reseller channel. If you are not a
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foregoing may result in legal action against you
or your company.