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Mitel Contact Center Management Client Installation Training

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Title: Mitel Contact Center Management Client Installation Training


1
Mitel Contact Center ManagementClient
Installation Training
  • prairieFyre Software Inc.

2
Required Reading
  • Print and read the following documents before you
    continue
  • Contact Center Management Installation Guide
  • Customer Interaction Solutions System Engineering
    Guide
  • Click the hypertext links to gain access to these
    documents

3
Client Computer Installation Training Overview
  • This module covers the following topics
  • Training objective
  • Client computer requirements
  • .NET Framework
  • Client Component Pack
  • Client roles
  • Administration rights and security
  • Update Service
  • Training summary
  • Contact Center Management Installation
    certification
  • Contacting prairieFyre

4
Training Objective
  • Once you complete this module, you will know how
    to
  • Set up client computers to use Contact Center
    Management and related components

5
Client Computer Requirements
  • It is important to consider what other
    applications agents and supervisors run on their
    computers
  • Supervisors typically have access to the Contact
    Center Management website, use Contact Center
    Client, and run reports
  • Agents typically use Contact Center Client only
  • NOTE As you add Customer Interaction Solutions
    applications concurrently on a single computer,
    your hardware requirements change. Contact
    prairieFyre technical support for recommendations
    on running concurrent applications

6
Client Computer Hardware Requirements
  • The following table lists the client computer
    hardware requirements for contact centers that
    implement Contact Center Management. This table
    uses the specifications found in Client
    configuration I

7
Client Computer Software Requirements
  • The following table list the client computer
    software requirements for contact centers that
    implement Contact Center Management

8
Client computer set up for Contact Center
Management
  • You must complete the following steps to set up a
    client computer to use Contact Center Management
    and Contact Center Client
  • Browse to the Contact Center Management website
    from the client computer
  • Install .NET Framework (HelpgtSoftware
    Downloads/Installations)
  • Run Client Component Pack (HelpgtSoftware
    Downloads/Installations)
  • Run Client Role Selector (StartgtProgramsgtMitelgt
    Client Role Selector)
  • NOTE You must perform these steps on all client
    computers

9
Client Component Pack
  • Client Component Pack consists of all of the
    Contact Center Management, Multimedia Contact
    Center, and Contact Center Scheduling components
    that employees could need on their computers
  • You use Client Component Pack to install the
    following applications
  • Update Service
  • Contact Center Client
  • Contact Center Scheduling software (if you are
    licensed for Contact Center Scheduling)
  • Real-Time Schedule Adherence software (if you are
    licensed for Contact Center Scheduling and
    Real-Time Schedule Adherence)
  • prairieFyre Outlook plug-in (if you are licensed
    for Multimedia Contact Center)

10
Update Service
  • You no longer configure Client Component Pack
    Manager on client computers after you install
    Client Component Pack
  • The Update Service resides on client computers
    and remote nodes. After you install Client
    Component Pack on client computers and remote
    sites, Update Service smart-deploys all future
    updates from the server. There is no need to go
    to each client computer to perform an update
  • The Update Service pop-up window informs you of
    the status of software updates each time you
    restart your computer

11
Contact Center Client
  • Contact Center Client provides real-time monitors
    for supervisors and agents and houses several
    other applications
  • Contact Center Client is available on all client
    computers and includes
  • Enhanced agent real-time functionality (replaces
    AgentAdvisor and SuperAdvisor)
  • Network Monitor (moved from the Start menu)
  • Management Console (moved from the Start menu,
    previously on the server)
  • Auditor (formerly SuperAuditor)
  • NEW ACD PhoneSet Manager (add-on application)
  • NEW ACD Center Softphone (add-on application)
  • NEW Interactive Visual Queue (add-on application)

12
Network Monitor
  • Network Monitor indicates if your ACD and SMDR
    data streams are flowing
  • If the data streams are not flowing an alarm
    appears. You can readily clear the alarm and
    reset the ACD and SMDR links
  • Using Network Monitor, you can
  • View real-time data collection for all media
    servers
  • Enable a popup alarm that notifies you of any
    data and system alarms
  • Reset the data link from the telephone system to
    Collector Service
  • View the Collector Monitor, which provides
    detailed media server information

13
Management Console
  • Management Console enables you to perform
    services and database administration
  • Using Management Console, you can
  • Administer the database
  • Perform maintenance functions
  • Import CCMI database data
  • Create support packages
  • Update the Contact Center Management software

14
Contact Center Scheduling
  • Contact Center Scheduling is a client server
    application that works in conjunction with
    Contact Center Management
  • Contact Center Scheduling
  • Can forecast the number of employees required to
    meet your contact center's service level
    objectives
  • Enables you to build schedules with or without
    forecast information. Supervisors can load, save,
    create (add shifts to/remove shifts from/change
    shifts), and delete schedules
  • Real-time Schedule Adherence
  • Is an add-on application to Contact Center
    Scheduling
  • Enables supervisors to verify if agents are
    performing their on-phone and off-phone duties as
    scheduled in Contact Center Scheduling

15
Multimedia Contact Center
  • Multimedia Contact Center works in conjunction
    with Contact Center Management to enable you to
  • Control your availability to receive multimedia
    contacts
  • Handle, track, and run reports on multimedia
    contacts
  • prairieFyre Outlook plug-in
  • You must install the prairieFyre Outlook plug-in
    to run Multimedia Contact Center
  • The prairieFyre Outlook plug-in enables
    Multimedia Contact Center email agents to answer
    customer emails, chats, and faxes using Outlook
    2000/2003

16
Client Roles
  • After you install Client Component Pack you are
    presented with Client Role Selector. It is a
    wizard that helps you install components and
    applications
  • Real-time monitors
  • Network Monitor
  • Management Console
  • Add-on applications Contact Center Softphone,
    Contact Center Scheduling, and Multimedia Contact
    Center
  • These components and applications are used by
  • Supervisors monitor devices and run reports
  • Agents monitor themselves and/or other agents
    and queues
  • Administrators manage the Enterprise Server
  • Power users perform the functions of agents,
    supervisors, and administrators

17
Client Roles
  • You select components and applications based on
    the employees needs
  • You can re-run Client Role Selector on a client
    computer at any time to change the components and
    applications installed

18
Administration Rights and Security
  • Customer Interaction Solutions security is
    independent of Client Roles
  • After you install Contact Center Management, by
    default only the administrator can access Network
    Monitor and Management Console

19
Administration Rights and Security
  • The administrator
  • Sets up client computers using the administrator
    account name and password
  • Specifies user names and passwords to enable
    employees to view real-time monitors and use
    Contact Center Management (YourSitegtConfiguration
    gtAdd/edit Employee, User account)
  • Can assign security roles to employees to
    restrict access to applications and contact
    center devices. (YourSitegtConfigurationgtAdd/edit
    Employee, User account)
  • Can change security restrictions to permit
    additional users to access Network Monitor and
    Management Console. (YourSitegtSecuritygtSecurity
    roles, May access Enterprise Configuration May
    manage Management Console)

20
Training Summary
  • To complete the online test for this module, you
    require a Mitel OnLine (MOL) account
  • If you do not have a 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
  • Take the course

21
Contact Center Management Installation
Certification
  • To become Contact Center Management Installation
    certified, complete the curriculum and test for
    the current module
  • 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

22
Contacting prairieFyre
  • Technical Support
  • 730-555 Legget Dr., Tower B
  • Kanata ON K2B 2X3
  • CANADA
  • Tel 613-599-0045
  • Sales Marketing Press 5
  • Technical Support Press 3
  • Training Press 6
  • Fax 613-599-7677
  • Email support_at_prairiefyre.com

23
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
Mitel employee or a Mitel reseller, you are not
the intended recipient of this information and
are not invited to the conference, and cannot
participate in or listen to and/or view the
presentation. Please delete or return any related
material. Mitel will enforce its rights to
protect its confidential and proprietary
information, and failure to comply with the
foregoing may result in legal action against you
or your company.
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