Mitel 6150 MCC - Manual

Mitel 6150 MCC

Mitel 6150 MCC – Manual, read for free online in PDF format. We hope this helps you resolve any issues you may have. If you have further questions, please contact us through the contact form.

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Table of Contents:

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  • Page 6 – LWHO1HWZRUNV0XOLWPHGLD; UDFNDQGGLVWULEXWHHPDLO
  • Page 7 – VHUQDPH
  • Page 9 – HSRUWLQJ; Figure 2 Employee Properties window
  • Page 10 – Figure 3 Employee Properties window
  • Page 11 – RFRQILJXUHDJHQWV; Figure 4 Configuration window: Agents tab
  • Page 12 – Figure 5 Agent Properties window
  • Page 13 – The name can be up to 50 characters.; LFNQDPH; The agent identification number can be from 1 to 7 digits.
  • Page 14 – RFRQILJXUHDJHQWJURXSV; Figure 7 Configuration window: Agent Groups tab
  • Page 15 – Figure 8 Agent Group Properties window; The agent group identification number must be 3 digits.
  • Page 17 – RFRQILJXUHPHPEHUVRIDQDJHQWJURXS; $GGLQJDQDJHQWWRDQDJHQWJURXS; Figure 10 Agent Group Members window; HPRYLQJDQDJHQWIURPDQDJHQWJURXS; HPEHUV
  • Page 18 – RFRQILJXUHTXHXHV; Figure 11 Configuration window: Queues tab
  • Page 19 – Figure 12 Queue Properties window
  • Page 20 – Figure 13 Queue Properties window
  • Page 22 – RFRQILJXUHUHVSRQVHV; HVSRQVHV; Figure 14 Configuration window: Responses tab
  • Page 23 – You must have Internet Explorer 5.5 to support the HTML features.
  • Page 24 – Figure 16 Response Message Properties window
  • Page 25 – Figure 17 Account Code window
  • Page 26 – Figure 18 Add Account Code window
  • Page 28 – Figure 20 Delete Account Code window
  • Page 29 – Figure 21 Add Make Busy Reason Codes window
  • Page 30 – Figure 22 Your Site Configuration window; The Your Site Configuration window appears.
  • Page 31 – There are three types of 6150 MCC options that can be changed:
  • Page 32 – RFKDQJHWKH,3DGGUHVVDQGSRUW; RFKDQJHWKH,3DGGUHVVDQGSRUWQXPEHU; Figure 23 Options window: IP Address and Port Number
  • Page 33 – XWORRN; The Inbox Microsoft Outlook window appears.; The Advanced Options window appears.; SWLRQV
  • Page 34 – See “Manually loading the 6150 MCC plug-in” on page 28.; Go to my Agent Inbox folder 6150 MCC Startup Option
  • Page 35 – Figure 24 Microsoft Outlook: 6150 MCC Inbox
  • Page 36 – Figure 25 Options window: Go to my Agent Inbox folder
  • Page 37 – Figure 26 Options window: Display 6150 MCC shortcuts
  • Page 38 – RGLVSOD\WKHORJRQZLQGRZZKHQ; RGLVSOD\WKHORJRQZLQGRZZKHQ2XWORRNRSHQV; You can display the log on window when Outlook 2000 opens.; Figure 27 Options window: Display 6150 MCC shortcuts
  • Page 39 – RPDNH2XWORRN\RXUWRSZLQGRZZKHQDQHPDLODUULYHV; DNH2XWORRNP\WRSZLQGRZ; XQOHVVDQHPDLOLVDFWLYH; Figure 28 Options window: Make Outlook my top window
  • Page 40 – IROGHU; Figure 29 Options window: Go directly to my Agent Inbox folder
  • Page 41 – Figure 30 Play this sound file
  • Page 43 – Figure 33 6150 MCC: logged on and available
  • Page 44 – Figure 35 Set Make Busy
  • Page 45 – Figure 36 Morning Break; Figure 37 Remove Make Busy
  • Page 46 – HVSRQGLQJWRDQHPDLO; You have five options when responding to the e-mail:; UDQVIHU; Figure 38 E-mail window
  • Page 47 – Figure 39 6150 MCC Account Codes window
  • Page 48 – RKROGDQHPDLO; Figure 40 Hold
  • Page 49 – RWUDQVIHUDQHPDLO; You can transfer an e-mail to an agent or to a queue.
  • Page 50 – There is no reply button, you click send to reply to the customer.
  • Page 51 – Figure 43 6150 MCC e-mail response window
  • Page 52 – You must choose from four types of client history:; The current e-mail is the e-mail currently in the Message window.
  • Page 53 – Figure 45 Display Current Case
  • Page 54 – Figure 46 Display Entire History
  • Page 56 – Figure 49 Display Specific E-mail
  • Page 57 – Figure 50 Display Current E-mail
  • Page 58 – RFUHDWHDWHPSODWH; Figure 51 Create New Folder
  • Page 59 – The Untitled - Discussion window appears.; XEMHFW; Figure 52 Support - Discussion window
  • Page 61 – Figure 54 Queues available
  • Page 62 – Figure 55 Support queue statistics; RYLHZWKHRULJLQDOHPDLOV; ULJLQDOV; The Originals window appears with the e-mails listed.; RYLHZWKHHPDLOUHSOLHV; HSOLHV; The Replies window appears with the e-mail replies listed.
  • Page 63 – The name is the queue name. For example, the name might be Q1.; RQ$YDLODEOH5HTXHVW7LPHRXW
  • Page 65 – The public folder name is the windows user name.; HSRUWLQJ1XPEHUIRUDTXHXH
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Summary

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0LWHO1HWZRUNV0&& &RQILJXULQJ0&& To configure all components of Mitel Networks ™ 6150 MCC (Mulitmedia Contact Center) you must configure 6150 MCC and some of Mitel Networks 6110 CCM (Contact Center Management). You can configure employees, agents, agent groups, queues, and respons...

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