Mitel Contact Center Solution pod Microsoft Partner Booth VON Tradeshow San Jose, California

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Mitel Contact Center Solution pod _at_ Microsoft
Partner BoothVON TradeshowSan Jose, California

• March 7, 2005

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Demonstration Objective

• To demonstrate the value of a specific Contact
  Center application that leverages Microsofts
  Live Communications Server and Office
  Communicator infrastructure to communicate with
  Mitels 3300 ICP IP-PBX via the XML CSTA/SIP
  Application Gateway
• ABSTRACT
• Embedded inside MS Outlook 2003, Mitel expanded
  the existing Contact Center Multimedia Client to
  provide an Outlook toolbar driven by the
  Microsoft Communicator client technology to
  create a direct connection to the Mitel gateway
  to control the associated Mitel telephone. This
  simulated a PSTN interaction
• Mitel leveraged LCS 2005 IM presence engine to
  encapsulate other Contact Center devices /
  presence to show the agent presence for email /
  webchat / fax in a single interface in Outlook.
  This client allowed for Make Call, and Receive
  Call with Office Communicator "screen pop"
  integration into MS CRM 1.2. MS CRM unifies each
  of these device interactions into a central
  repository, by customer / interaction type, for
  complete Contact Center interaction history

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Demonstration Layout

• Incoming call notification (to agent desktop
  sets)
• Agent model presence status
• Outgoing call initiation (from agent desktop sets)

Multimedia Contact Center Agent 2 -Lynn-
Multimedia Contact Center Agent 1 -Gail-
LCS / Active Directory Contact Center / CRM
With application (XML - CSTA/SIP) Gateway
3300 ICP
Customer Megan Davis -Rugged Bikes-
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Scenario 1 Agent Presence

• The Agent Group status window is being driven
  from Microsoft LCS
• Agent 2000 (Gail) logs in. You immediately see
  presence log-in icon change on both agent
  machines
• Agent 2001 (Lynn) logs in. You immediately see
  presence log-in icon change on both agent
  machines
• Set Make Busy on Agent Gail (try phone and / or
  Outlook toolbar) and you will see the presence
  voice icon change on both machines
• Set DND on Agent Lynn (try phone and / or Outlook
  toolbar) and you will see the presence voice icon
  change on both machines

Business Value Office Communicator presence
icons for logged-in and make busy provides
immediate notification to all agents
and supervisor for each and every agent
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Scenario 2 Incoming Call

• The customer phones in and the call is delivered
  to Gail
• Note Gail voice icon in both computers Agent
  Group Status Windows change to Ringing
• Note CRM pop up of Rugged Bikes customer
  account, with main contact Megan Davis, in
  Outlook
• Answer the call from the Communicator pop-up
• Note Communicator window opens
• Note Gails voice icon in both computers Agent
  Group Status Windows change to connected and
  gives caller ID

Business Value Call answer via Office
Communicator. A single user interface for all
LCS communication. CRM integration auto launch
displays detailed customer info. for
personalized communication
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Scenario 3 Incoming email

• Agent Gail receives an email from Megan Davis
  (Rugged Bikes)
• Note Gail email icon in both computers Agent
  Group Status Windows changing to email ringing
• Open email in Gails Outlook
• Hit Reply
• Note both computers Agent Group Status Windows
  email icons changing to connected and giving the
  from address
• Close email
• Note email presence going back to idle
• Email connection also launches customer CRM
  records

Business Value Integrated presence engine on
emails provides Supervisor with full array of
agent interaction with customers. Personalized
CRM records also displayed with email interaction
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Scenario 4 Outgoing Call

• Agent Gail opens an email in Outlook from the
  customer, Megan Davis
• The agent clicks on the customer name displayed
  via the MSN IM icon of Megan Davis, and makes a
  call
• Note the Communicator window popping up
• Answer the call from the Communicator screen pop
• Hang the call up from the Communicator window

Business Value Full Communicator integration
into Microsoft Office applications drives call
connectivity and presence information enabling
faster response and best reach presence
information
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Scenario 5 Chat and FAX

• Send a Chat / Fax to the agent, Gail
• Note both presence apps email icons for Gail
  changing to ringing
• Open Fax / Chat in Gails Outlook
• Hit Reply
• Note both presence apps Fax / Chat icon changing
  to connected and giving the from address
• Close Fax / Chat
• Note Fax / Chat presence going back to idle

Business Value Office Communicator presence
capability from chat, email, voice and extended
all the way through fax delivers instant,
real-time connectivity through all Mitel
applications