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 [phone]
• Sales Marketing Press 5
• Technical Support Press 3
• Training Press 6
• Fax [phone]
• 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
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information, and failure to comply with the
foregoing may result in legal action against you
or your company.