MITEL CUSTOMER SERVICE MANAGER

Transcription

1 MITEL MITEL CUSTOMER SERVICE MANAGER GENERAL INFORMATION GUIDE RELEASE 6.1 SP1

2 Notice This manual is released by Mitel Networks Corporation as a guide for certified service personnel. It provides information necessary to properly configure, maintain, and operate the product. The contents of this document reflect current company standards and are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in this release. Future product features are subject to availability and cost. Some features may require additional hardware and/or specific software. The contents of this manual may include technical or other inaccuracies. Mitel reserves the right to make revisions or changes without prior notice. Software packages released after the publication of this manual will be documented in addenda to the manual or succeeding issues of the manual. For additional information and/or technical assistance in North America, certified technicians may contact: Mitel Networks Corporation Technical Support Department (USA) 1146 North Alma School Road Mesa, Arizona EASY (3279) For information on how to contact Mitel Technical Support outside of North America, please refer to your Channel Support Agreement. If you have any questions or comments regarding this manual or other technical documentation, contact Mitel s Technical Publications Department at: [email protected] Mitel is a registered trademark of Mitel Networks Corporation. Intel-Tel is a registered trademark of Inter-Tel (Delaware), Incorpated. All other trademarks mentioned in this document are the property of their respective owners, including Mitel Networks Corporation and Inter-Tel (Delaware), Incorporated. All rights reserved. This program is licensed for use by end users under the terms and conditions of the IBM International License Agreement for non-warranted programs.

3 Table of Contents CHAPTER 1: INTRODUCTION About this Document Audience About the CSM Documentation Access to Product Documentation View or Download a Document Contacting Mitel Terms and Acronyms CHAPTER 2: CUSTOMER SERVICE MANAGER OVERVIEW About Customer Service Manager (CSM) Who should use CSM CSM Module Overview CSM Server Connection Assistant Client CallViewer RealViewer Reporter Reporter Real-Time Call Recording Integration Intelligent Router Media Blending Uplift Mitel Business Dashboard (MBD) Overview Unified Communicator Express Client Support for MCD Multi-line CSM Deployments Stand-alone CSM Virtual Appliance CSM Features What s New in Release 6.1 SP VSphere 5.5 Support Windows Support Updated DB2 version Australia support Migration of CSM installer from Wise scripts to Install Shield What s New in Release iii

4 Document Title - Using Variables Windows 8 Support Updated Versions of RTG Applications Virtual CSM Support Updated SMB Profiles VMware 5.0 Virtual Storage Appliance VMware View 5.0 VDI Support MiVoice features not supported in CSM Updated version of DB MCD Multi-controller and Multi-site support MCD Resiliency MCD Multi-controller support MCD SIP Trunk Support CSM 6.1 Specifications and Limits CSM Clients CSM 6.1 Limits on an MCD PBX CSM Licensing Application Management Center (AMC) Part Numbers CSM Migration Kit Licensing Licensing for Multi-node CSM Connection to AMC Software Assurance CSM product releases to-date APPENDIX A: FEATURE MATRIX CSM Feature Matrix Feature Differences for MCD vs CP iv

5 Chapter 1 INTRODUCTION

6 Mitel Customer Service Manager General Information Guide ABOUT THIS DOCUMENT This guide provides an overview of the Mitel Customer Service Manager. It describes licensing, installation, and management considerations, and it includes a feature matrix. Mitel Customer Service Manager (CSM) is a Computer Telephony Integration (CTI) application that links the telephone system and the computer, providing a seamless and automated technological partnership. CSM is ideal for businesses such as an order entry center, help desk (customer support), or a telemarketing firms, that experiences high call volumes, and use a computerized database and/or an automatic call distribution system. CSM is also well-suited to low-volume environments. CSM is available as a standalone application, and as a virtual appliance, Virtual CSM. CSM is supported on the following Mitel communication platforms: Mitel Communications Director (MCD), v4.2 SP2 and later for single nodes, and MCD v5.0 SP1 and later for multi-node installations Mitel 5000 Communications Platform (CP), v4.x or later Inter-Tel Axxess Converged Communications Platform, v11.0 or later AUDIENCE This guide is intended for: Customers Re-sellers Sales executives Sales engineers System engineers Industry analysts Media analysts 2

7 Introduction ABOUT THE CSM DOCUMENTATION The following administrator guides provide information about Mitel Customer Service Manager: Technician s Handbook Describes technical details, including installation, configuration, administration and maintenance, and troubleshooting. CSM Server Online Help Data Manager Online Help Intelligent Router Online Help Intelligent Router Quick Reference Guide A four-page reference providing a quick description of the most common actions. Business Dashboard and CSM and Report Format Samples A description of the reporting modules and the report types, along with example reports. The Table of Contents section includes a list of questions that you might want to answer, with a reference to the report to use. There is also a series of End User Guides available for the CSM-related applications on Mitel OnLine, including: CallViewer Online Help RealViewer Online Help Reporter Online Help Reporter Real Time Online Help CallViewer Quick Reference Guide RealViewer Quick Reference Guide Reporter Real Time Quick Reference Guide Reporter Quick Reference Guide ACCESS TO PRODUCT DOCUMENTATION All of the product documentation is available on Mitel OnLine. To access the documentation pages at Mitel OnLine, go to You will need a Mitel OnLine user name and password to access the documents on this Web site. To access the documentation: 1. Go to 2. Select a documentation suite from one of the following drop-down menus: Communications Platforms Messaging 3

8 Mitel Customer Service Manager General Information Guide Applications & Solutions Software Development End User Documents 3. Log in, if asked to do so. VIEW OR DOWNLOAD A DOCUMENT To view a document: Click the document title. To download a document: Right-click on the document title, and click Save Target As. OR When viewing a PDF document, click the disk icon. CONTACTING MITEL Order Desk Mitel NA Order Desk: Mitel UK Order Desk: Mitel EMEA Order Desk:

9 Introduction TERMS AND ACRONYMS TERM ACD ACL AMC BLF CCS CRM CSM CTI DEE DN DND HCI IQ IVR ISS MBD MBG MiTAI MCD OAI PIM PRD RTG SBC SIP SMB SLA SWA TDM UC XML The following table defines some of the terms used in this guide. Table 1: Terms and Acronyms DEFINITION Automatic Call Distribution Access Control List Applications Management Center Busy Lamp Field Contact Center Solution Customer Relationship Management Customer Service Manager Computer Telephony Integration Dynamic Extension Express Directory Number Do Not Disturb Host Command Interface Intelligent Queue Interactive Voice Response Industry Standard Server Mitel Business Dashboard Mitel Border Gateway Mitel Telephony Applications Interface (API that allows CTI applications developed by third parties to interface with Mitel call control) Mitel Communications Director Open Archives Initiative (interoperability standards for on-line documents) Personal Information Management Personal Router Device Ready To Go Session Border Controller Session Initiation protocol Small and Medium-sized Business Service Level Agreement Software Assurance Time Division Multiplexing Unified Client Unified Communicator Extensible Markup Language (a markup language that defines a set of rules for encoding documents in a format that is both human-readable and machine-readable) 5

10 Mitel Customer Service Manager General Information Guide 6

11 Chapter 2 CUSTOMER SERVICE MANAGER OVERVIEW

12 Mitel Customer Service Manager General Information Guide 2

13 Customer Service Manager Overview ABOUT CUSTOMER SERVICE MANAGER (CSM) Mitel Customer Service Manager (CSM) is a collection of modular computer telephony (CT) software applications that can help your customers and prospects optimize their organization s performance, resources, and customer service. The suite encompasses Business Management Tools, Agent and Team Productivity Tools, and Media Blending Support. The CSM Business Management Tools provide real-time and historical reports to help measure the quality of customer service being offered by an organization. CSM tracks not only external calls but also internal calls. In addition, it provides an insight into various business performance indicators, such as the ability to monitor marketing activities, customer trends, and departmental analysis. Agent and Team Productivity Tools provide employees with the tools they need to deliver exceptional and consistent customer service. Agents can quickly manage and route calls from their PCs, and customer information can be automatically screen-popped to their desktops, helping them to provide personalized service, and facilitating first-call resolution. CSM empowers managers, supervisors, and employees with the tools they need to increase productivity, reduce expenses, and provide outstanding customer service. Note: CSM, as of Release 6.0, is offered only as a stand-alone application or Virtual Appliance. CSM releases prior to 6.0 were delivered as part of Mitel Application Suite (MAS). MAS Release 4.0 is the first MAS release that does not include CSM. WHO SHOULD USE CSM CSM is intended to be used as an entry-level customer service manager, and is best suited to customers just starting out with customer service management, and having no more than 100 agents. CSM can be used in single-site or multi-site operations. For operations with more than 100 active agents, or multi-site operations, Contact Center Enterprise Edition (EE) is a better choice. If a broader feature set than that offered by CSM is required, and the operation has no more than 50 agents (all at one site), Contact Center Business Edition (BE) is the best choice. CSM MODULE OVERVIEW CSM is an entry-level contact center package that builds on the features available with the Mitel Business Dashboard application, adding comprehensive Contact Center functionality. The application adds: Historical reporting of ACD agents and groups, including call accounting and tariffs. Real-Time reporting, monitoring, and control of ACD agents and groups, providing supervisors with key agent performance metrics and full control over agent groups. Report scheduling to automate delivery of reports in the required format. Visual Wallboards providing performance metrics for individual agents or groups. 3

14 Mitel Customer Service Manager General Information Guide Client applications to automate telephone control and provide Personal Information Management (PIM) integration. The package can be further enhanced with uplifts to provide more automation and intelligence, and to add the ability for agents to handle other media forms such as , SMS messages, or fax. Customer Service Manager offers a complete collection of modular software applications: CSM SERVER The CSM Server is the heart of the CSM system. Providing the link between the telephone system and computer network, the Server monitors all calls and agents 24/7/365. This constant monitoring enables the remaining CSM modules to report on call information, display real-time statistics, and screen-pop a caller's details. CONNECTION ASSISTANT CLIENT Connection Assistant provides an advanced call management tool that allows users to integrate telephony and desktop systems, screen pop calls, automate dialing, and enhance call control. Suited to the entry-level contact center environments, Connection Assistant offers advanced call control capabilities and desktop integration with selected database applications. CALLVIEWER CallViewer provides an advanced call management tool that allows users to integrate telephony and desktop systems, screen pop calls, automate dialing, and enhance call control. CallViewer offers features above that of Connection Assistant, providing advanced call control capabilities and desktop integration with custom and legacy database systems. REALVIEWER RealViewer brings real-time call, , and agent statistics to the PC screen of individual users or team leaders. Up to 500 tiles can be built up to display selected statistical information globally, or across groups and individuals. This allows call center staff to monitor their own performance in real-time to assist with staff motivation. REPORTER CSM Reporter Basic, Reporter, and Reporter Pro are used to run historical reports on call, , and agent activity information, which is stored within a database on the CSM Server (Server). These reports can be run by specifying various criteria (e.g., reports can be filtered by Caller ID, DID number, trunk line, extension or agent groups, time, date, call cost, etc.).reporter Pro provides an advanced reporting tool for agent-based contact centers. Reporter Pro makes the monitoring procedure automatic, highlighting exceptions to the norm, rather than a manager having to check all agents repeatedly. 4

15 Customer Service Manager Overview When Reporter or Reporter Pro is licensed and installed on a computer, Reporter Real-Time is also installed. REPORTER REAL-TIME Reporter Real-Time is an application that shows real-time external call and routed statistics, allowing you to see real-time details against all or selected call and criteria on the telephone system. Not only will it show the current extension, agent, and trunk activity, it will include detailed information such as the caller s identity, DID number used, etc. With Reporter Real-Time, you can tell who is involved in a call or (including the distant end), how long the call/ took to answer, and how long the call has been in progress. You can also add a Direct Station Selection (StationViewer) tile that allows you to monitor the current call activity of extensions and/or agents. With Reporter Real-Time, you can summarize information across the telephone system or by extensions, agents, or trunks. In addition, you can filter information, enabling you to summarize information based on group, DID number, telephone number, etc. Although Reporter Real-Time is installed when you install Reporter, you need to have purchased the "Enhanced Reports/Reporter Real-Time" Reporter module, which also enables Reporter type reports in Reporter, to use Reporter Real-Time. Reporter is a tool for building call reports from the call log database that the CSM Server (Server) automatically produces. CALL RECORDING INTEGRATION Call Recording Integration offers a comprehensive hardware-based recording solution for inbound and outbound calls, that integrates directly with the customer's telephone system. INTELLIGENT ROUTER Intelligent Router is a powerful real-time media routing tool that can intelligently route calls and s to the best location or department within a company, without any human intervention. Intelligent Router links seamlessly with the other CSM modules so that users can still screen-pop a call or when it is answered, without the caller experiencing any delays while the call is routed. MEDIA BLENDING UPLIFT The CSM Media Blending Uplift allows customers to intelligently communicate with a supplier through a number of multi-media contact points. From , fax, text messaging, and more, CSM allows organizations to communicate with their customers in new ways, as well as generate comprehensive management reports showing how different types of media have been handled by their staff, both historically and in real-time. 5

16 Mitel Customer Service Manager General Information Guide MITEL BUSINESS DASHBOARD (MBD) OVERVIEW Business Dashboard is a general business reporting package that you can use to monitor the whole telephone system, providing key performance indicators to help streamline your business. The application provides: Historical reporting of all extensions ring groups and hunt groups providing full call lists, lost calls, and call accounting. Real-time reporting and control of extensions and ring and hunt Groups, providing performance information for team leaders and managers. Report scheduling to automate delivery of reports in the required format to Visual Wallboards, providing performance metrics for individuals or groups. Client applications to provide call information, telephony control, and PIM integration Table 1: Mitel Business Dashboard Modules CSM Server and Intelligent Router STANDARD FEATURES Mitel 3300 & 5000 CP Integration Monitors all internal & external calls Collects data for all MBD modules CSM Reporter Pro Comprehensive agent historical and real time report generation Auto-reporter for scheduled reports CSM RealViewer Displays historical and real-time agent voice call stats on your screen Visual and audible alarms CSM Clients Agent status control PIM Integration: Act!, Goldmine, Maximizer, MS Outlook OPTIONAL FEATURES Intelligent Router Provides: Advanced Skills Routing Automation Multimedia ( ) Routing Combined voice, , SMS message, and fax reporting Displays historical and real-time agent statistics on your screen Automated dialing Custom CRM integration 6

17 Customer Service Manager Overview UNIFIED COMMUNICATOR EXPRESS Mitel Unified Communicator Express (UCX) has been tested and verified for use with CSM Release 6.0 or later. As of CSM 6.0, UCX clients replace the entry-level Client Go for any new Business Dashboard/CSM deployments. To use UCX, you must purchase a UCX license from Mitel. UCX provides an innovative telephony tool bar GUI that allows users to manage the functionality of their Mitel IP phones with speed and ease, directly from the Windows task bar on their PC desktop. With time-saving features such as click-to-dial, caller ID pop-up, and single-click conference and transfer, UCX simplifies routine communications. Out-of-the-box integration with Microsoft Outlook and Microsoft Active Directory allows users to search-and-dial personal and corporate contacts from the tool bar interface, auto-open contact records based on incoming caller ID, and generate an Outlook task or from an incoming call. UCX can also execute a Windows Search to locate documents, s, and attachments based on the incoming caller ID. By integrating widely-used applications with a single access point for voice communications, UCX helps drive productivity, while enhancing responsiveness to customers, suppliers, and partners. Table 2: UCX Features FEATURES MCD 5000 CP Phone Assistant Yes Yes Softphone Yes Yes Transfer Yes Yes Conference Yes Yes Hold Yes Yes Mute Yes Yes Missed Call List Yes Yes Screen Pop Yes Yes Active Directory Integration Yes Yes Outlook Integration Yes Yes Windows Search for s / Docs Yes Yes Create Outlook Tasks with Caller ID and Date / Time Added Yes Yes Create New Outlook Contact based on Caller ID Yes Yes Add an Outlook Contact From an Incoming Call Yes Yes Create a New Outlook with Send To Address Filled in Based on Caller ID Yes Yes Integrate with Office Communicator Yes No Integrate with Windows Live Messenger Yes No Defineable Dialling Rules Yes Yes Program Speed Dials on Mitel 5300 IP Phones Yes No Multi Profile Support Yes Yes 7

18 Mitel Customer Service Manager General Information Guide For more information about Unified Communicator Express, see Unified Communicator Express on page 7, and the Unified Communicator Express IT and Administrator Guide on Mitel OnLine. CLIENT SUPPORT FOR MCD MULTI-LINE CSM client applications interact more closely with multi-appearance Directory Numbers (DNs). The Clients (CallViewer and Connection Assistant) support any prime DN, which can be a single line or a member of Key System/Multicall group. Now CSM clients can associate with any prime DN (Single-line or Multi-line) and all the calls ringing at any line appearances are modeled as ringing the associated prime DNs. The CSM clients can also invoke or perform call control operations on the appearance calls. Whenever a call rings into a secondary line appearance, the First Rung field (FRO) is used to show the ringing appearance, and Last Rung field (LRO) to show the Primary DN that answered the call. In this way, calls to line appearances report both the appearance and the Prime DN answering the call. In the case of group calls (Hunt group, Ring group, ACD Express group, PRG, HCI Reroute group), the group overrides the FRO. Therefore, there is no modeling of line appearances in case of group calls. The following table shows the features that are available on Prime, Secondary, or All lines. FEATURE Table 3: Client support for Multi-line deployments CALLVIEWER CONNECTION ASSISTANT REPORTER REAL TIME INTELLIGENT ROUTER Make Call Prime Line Prime Line N/A Prime Line Answer Call Prime/First Available Secondary Prime/First Available Secondary Any Line Any Line Release Call Any Line Any Line Any Line Any Line Transfer Call Any Line Any Line N/A Any Line Enquiry Transfer Any Line Any Line Any Line N/A Redirect Call Any Line Any Line N/A N/A Exclusive Hold Any Line Any Line N/A Any Line System Hold Any Line Any Line N/A Any Line Retrieve Call Any Line Any Line N/A Any Line Set Call Forward Prime Line Prime Line N/A TBD*** Set DND Prime Line Prime Line N/A N/A Camp On Any Line Any Line N/A N/A Trade Any Line Any Line N/A N/A Account Code Set Any Line Any Line N/A N/A Conference Any Line (1) Any Line (1) N/A N/A Split Conference Any Line Any Line N/A N/A 8

19 Customer Service Manager Overview FEATURE CSM DEPLOYMENTS Table 3: Client support for Multi-line deployments CALLVIEWER CONNECTION ASSISTANT REPORTER REAL TIME INTELLIGENT ROUTER Pick Up Prime Line Prime Line Prime Line N/A Call with Account Code Prime Line Prime Line N/A N/A Release All Calls Active Line Active Line N/A N/A Leave Message Active Line Active Line N/A N/A Call Back Active Line Active Line N/A N/A Monitor Call Prime Line Prime Line Any Line Any Line Steal Call N/A N/A Any Line N/A Send Call To N/A N/A Any Line N/A Clear Ghost Call N/A N/A N/A Any Line Distribute to Skill Group N/A N/A N/A Any Line Route Call N/A N/A N/A Any Line CSM Release 6.1 and Business Dashboard can be deployed in one of two ways, Software-only, and Virtual Appliance. Note: As of MAS 4.0 and CSM 6.0, CSM is no longer offered as an application that runs in MAS. STAND-ALONE CSM Business Dashboard/CSM Starter packs are available as software-only downloads to be installed on a standard PC or server. The server requires either Microsoft Windows 7 SP1 (Professional or Ultimate) 32 or 64 bit versions, or Windows 2008 Server R2 SP1 64 bit. Refer to the Customer Service Manager Technician s Handbook for the recommended server specifications for various-sized single application deployments. Upgrades are available for Contact Center Suite/Callview customers wishing to upgrade to Business Dashboard/CSM. VIRTUAL APPLIANCE CSM Business Dashboard/CSM can be deployed in virtual environments where MCD or the Mitel 5000 Communications Platform (CP) is being deployed using Virtual Appliance Starter packages. Virtual CSM is shipped with Windows 7; Windows 8, Windows 2008, and associated licensing is the responsibility of the customer. System Requirements vsphere Client Release 4.1 U2, 4.1 U1, 4.1/5.0 and vsphere/esxi 5.1 starting from CSM

20 Mitel Customer Service Manager General Information Guide The vsphere Client is used to deploy Virtual CSM. The vsphere Client acts as a console to operate virtual machines and as an administration interface into the vcenter Server systems and ESX/ESXi hosts. Refer to the VMware website for detailed installation procedures and additional documentation. vcenter Server (optional) Release 4.1 U2, 4.1 U1, 4.1/5.0. A service that acts as a central administrator for ESX/ESXi hosts connected on a network. This service directs action on the virtual machine and the hosts. The vcenter Server is the working core of vsphere. Refer to the VMware website for detailed installation procedures and additional documentation. Server OS/Hypervisor ESX 4.1 U2, ESX 4.1 U1, ESX 4.1 Server OS/Hypervisor ESXi 4.1 U2, ESXi 4.1 U1, ESXi 4.1 Server OS/Hypervisor ESXi 5.0 The following table describes the VMware vsphere and virtual machine (VM) management features, and how (whether) they are supported with CSM. VSPHERE FEATURE Virtual appliance deployment Export OVA Power ON Shut-down Table 4: VMware vsphere and VM management features support BUSINESS DASHBOARD/CSM SUPPORT COMMENTS Supported Supported Supported Supported Power OFF Not Supported Use of this feature may cause data loss or a corrupted system. This is equivalent to pulling the power cord on a physical server. Suspend/Resume Not Supported Use of this feature will result in service interruption and may cause database corruption. There are also issues with the telephone drivers when resuming a suspended virtual CSM. Reset/Restart Supported Cold migration Supported Sites using this feature must comply with Windows licensing restrictions. Migration while suspended Snapshot (powered OFF) Not Supported Supported Suspending virtual CSM is not supported. Snapshot (Powered ON) Not Supported Reverting to a snapshot of a power-on virtual machine could cause database corruption. There may also be issues with the telephone drivers when reverting to a snapshot of a running VM. Page 1 of 3 10

21 Customer Service Manager Overview Table 4: VMware vsphere and VM management features support (continued) Snapshot (Suspended) Not Supported Suspending virtual CSM is not supported. CLoning Health Monitoring Performance Reports VM MANAGEMENT FUNCTIONS Supported Supported Supported vmotion Supported Sites using this feature must comply with Windows licensing restrictions. Storage vmotion Supported High Availability Supported Sites using this feature must comply with Windows licensing restrictions. Fault Tolerance Not Supported The Fault Tolerance feature imposes restrictions on the virtual hardware configuration for virtual machines. The hardware configuration used for CSM is not compatible with this feature. Distributed Resource Scheduler (DRS) Distributed Power Management Update Manager and O/S Patching VMware Consolidated Backup Supported Supported Not Supported Not Supported Sites using this feature must comply with Windows licensing restrictions. Sites using this feature must comply with Windows licensing restrictions. This feature requires installation of a guest agent. No longer offered by VMware. VMware vstorage APIs Not Supported This feature requires the use of the Microsoft Volume Shadow Copy (VSS) service to ensure consistent backups of VMs. The VMware VSS provider used for Mitel products currently does not integrate with VSS writers for VM with Windows 7 as the guest O/S. Data Recovery Not Supported This feature requires the use of the Microsoft Volume Shadow Copy (VSS) service to ensure consistent backups of VMs. The VMware VSS provider used for Mitel products currently does not integrate with VSS writers for VMs with Windows 7 as the guest O/S. Hot Add VMsafe Site Recovery Manager (SRM) BUSINESS DASHBOARD/CSM SUPPORT Not Supported Not Supported Supported COMMENTS Sites using this feature must comply with Windows licensing restrictions. Note: You must retain Mitel Professional Services to create your SRM plan. Page 2 of 3 11

22 Mitel Customer Service Manager General Information Guide Table 4: VMware vsphere and VM management features support (continued) vcenter Converter Not Supported VMware vcenter Converter is used to convert physical machines to VMs, and to convert between virtual machine formats. Neither is possible or allowed for Mitel applications. VMware View 5.0 VD BUSINESS DASHBOARD/CSM SUPPORT Supported COMMENTS Page 3 of 3 FEATURES CSM offers the following features. For detailed feature descriptions and benefits, see CSM Feature Matrix on page 35. Entry-level contact center functionality Centralized reporting for your entire enterprise Multi-level business analysis (location, department, agent, and so on) Focus on business priorities by filtering out unimportant information Generate customizable reports and color graphical displays Easy to use, with intuitive interface and menus Track all aspects of contact center activity Identify areas requiring improvement Automate reports: Printing, ing, or publishing to Web Agent productivity: Telephony control from your PC Screen pop database records on incoming and outgoing calls or s Supervisor control: Agent and queue visibility Monitor and control agent call activity Reporting Multimedia option: Customers can contact you by voice or 12

23 Customer Service Manager Overview WHAT S NEW IN RELEASE 6.1 SP1 VSPHERE 5.5 SUPPORT CSM 6.1 SP1 introduces support for VMware vsphere 5.5 for deploying Virtual CSM appliances and installing CSM on virtual machines. For information about deploying Virtual CSM, see the Virtual Appliance Deployment guide on the Mitel edocs Web site ( WINDOWS SUPPORT CSM 6.1 SP1 now supports Windows 8.1. Here is a summary of all supported versions of Windows on CSM Server: Windows 8.1 Standard/Professional/Enterprise (64-bit) Windows 8 Standard/Professional/Enterprise (64-bit) Windows 7 Professional/Ultimate SP1 (64-bit) Windows Server 2008 R2 SP1 (64-bit) Windows Server 2012 R2 (64-bit) Windows Server 2012 R2 Datacenter Edition (64-bit) Windows Server 2012 R2 Essentials Edition (64-bit) Windows Server 2012 R2 Standard Edition (64-bit) CSM client applications are supported on these versions of Windows: Windows 8.1 Standard/Professional/Enterprise (32-bit and 64-bit) Windows 8 Professional (32-bit and 64-bit) Windows 8 Standard/Enterprise (32-bit) Windows 7 Professional/Ultimate SP1 (32-bit and 64-bit) Windows Server 2008 R2 SP1 (32-bit and 64-bit) Windows Server 2012 R2 (32-bit and 64-bit) Windows Server 2012 R2 Datacenter Edition (32-bit and 64-bit) Windows Server 2012 R2 Essentials Edition (32-bit and 64-bit) Windows Server 2012 R2 Standard Edition (32-bit and 64-bit) UPDATED DB2 VERSION DB2 version is installed with CSM version 6.1 SP1. When upgrading CSM, the setup kits automatically upgrade DB2 and the CSM database. AUSTRALIA SUPPORT Australian English is now supported in CSM interfaces and selectable during the CSM client applications installation. 13

24 Mitel Customer Service Manager General Information Guide MIGRATION OF CSM INSTALLER FROM WISE SCRIPTS TO INSTALL SHIELD Because Windows 8.0 (and later) does not support Wise scripts, the install/upgrade/uninstall processes must be executed using other technologies. Install Shield creates installers that are supported by all Windows versions. WHAT S NEW IN RELEASE 6.1 WINDOWS 8 SUPPORT CSM server and client applications support the 32-bit and 64-bit versions of Windows 8. CSM server and client applications do NOT support the Windows RT edition of Windows 8. A vcsm OVA file is not available for Windows 8. However, you can install Windows 8 manually on your virtual server. The associated licensing is the responsibility of the customer. The standalone CSM server and CSM server applications are supported on these versions of Windows: Windows 8 Pro Windows 8 Enterprise. CSM client applications are supported on these versions of Windows: Windows 8 Windows 8 Pro Windows 8 Enterprise. UPDATED VERSIONS OF RTG APPLICATIONS The following updated versions of Ready-to-Go (RTG) applications are now supported in CSM version 6.1: ACT! CSM version 6.1 supports ACT! versions 12,13, and 14. CSM version 6.1 no longer supports ACT! version 8. Goldmine CSM version 6.1 supports Frontrange Solutions GoldMine versions 8.0, 8.5 and 9. Searching for a contact based on a telephone number is also enhanced. You can now search or a contact using either the first phone field (primary number) or all phone fields for a contact. When upgrading to CSM 6.1, all current GoldMine buttons and rules continue to work in the same way as they did in previous versions of the CSM. For example, the phone search will be based on the first (primary) phone number. To be able to search a contact using all phone fields, you must modify or create new buttons and/or rules. 14

25 Customer Service Manager Overview Maximizer CSM version 6.1 supports Maximizer versions 10.5, 11, and 12. Microsoft Outlook CSM version 6.1 supports Microsoft Outlook versions 2003, 2007, and 2010 VIRTUAL CSM SUPPORT Due to an end of life announcement by Microsoft of the Windows 7 Professional(x64) Operating System Retail Version that was previously packaged with the Virtual CSM appliance, a new OEM version of the Windows 7 Professional(x64) OS will be used instead. The key difference is that this new OEM operating system is non transferable. For example: In a load balancing environment, the CSM Server app would have to be pinned to its original hardware In the event of a hardware upgrade such as a mother board swap, the license covers only a swap to an equivalent type mother board. In these instances the customer will be required to provide a Windows OS license for the CSM server which cannot be purchased from Mitel. This is a interim solution as a result of Microsoft's end of life announcement. CSM 6.1sp1 release due out in the fall of 2014 we are expecting to rebuild the CSM virtual appliance with Windows operating system v8.1. Note: This only affects new deployments or installations of the CSM virtual appliance as of March 15, UPDATED SMB PROFILES SMB profiles have been updated and VMware View 5.0 VD is now supported: When deploying virtual CSM, you can choose between different SMB profiles based on call volumes. The profiles available for a CSM virtual machine are Small Business, Mid-Enterprise or Enterprise. The naming of the Virtual CSM profiles aligns with the naming of other Mitel virtual solutions. Configuration of Virtual CSM is based on anticipated call volume. Call Volume (daily) CSM Server CSM Server, Auto Reporter CSM Server, Auto Reporter, Intelligent Router CSM Server, Auto Reporter, Intelligent Router, Media Blending < 1000 Small Business Small Business Mid-Enterprise Mid-Enterprise Small Business Small Business Mid-Enterprise Mid-Enterprise Small Business Mid-Enterprise Mid-Enterprise Mid-Enterprise 15

26 Mitel Customer Service Manager General Information Guide Call Volume (daily) CSM Server CSM Server, Auto Reporter CSM Server, Auto Reporter, Intelligent Router CSM Server, Auto Reporter, Intelligent Router, Media Blending Mid-Enterprise Mid-Enterprise Mid-Enterprise Enterprise Mid-Enterprise Mid-Enterprise Enterprise Enterprise VMWARE 5.0 VIRTUAL STORAGE APPLIANCE CSM 6.1 supports VMware 5.0 Storage Appliance. Mitel virtual applications, including CSM, are supported on View virtual desktops running Windows 7. VMWARE VIEW 5.0 VDI SUPPORT CSM 6.1 supports VMware View 5.0 VDI but does not provide VMware View integrated applications. CSM applications are presentation only applications. Mitel virtual applications, including CSM, are supported on View virtual desktops running Windows 7. MIVOICE FEATURES NOT SUPPORTED IN CSM 6.1 Compatibility with CSM 6.1 has been verified against MCD 6.0 SP2 and earlier, but please be aware that the new features of MiVoice Business (MCD) later than version 6.0 are not supported. MiVoice Business 6.0, SP1 and SP2 features are Not Supported for use with MiVoice Business Dashboard or MiContact Center Office as follows: MiVoice Business 6.0 SP2 A new field, SIP Password, added to the User and Device Configuration, User and Device Template, and Multiline IP Sets forms. The SIP module on the MCD uses the new SIP Password for authentication of Register, Subscribe and Invite messages. The User PIN continues to be used for SIP Hotdesk devices. This new field enhances the Single Password/PIN Hardening feature that was previously introduced in MCD 6.0 and MAS NuPoint. New option, Suppress Redirection Headers, added to the SIP Peer Profile and the SIP Device Capabilities forms. Use of the option stops the MCD from sending Diversion, History-Info and Referred-By headers on new outgoing calls. New option, Remove Anonymous User, added to the SIP Device Capability form to prevent private calls from displaying the word "Anonymous" on the called party's phone. MiVoice Business 6.0 SP1 Direct Transfer to Voice Mail sends an active call to the requested user's voice mailbox without ringing the phone and waiting for the system to forward the call to the voice mail system. 16

27 Customer Service Manager Overview MiVoice Business 6.0 Location Based Call Routing directs designated numbers to appropriate services located in the same zone as the device from which the users are dialing. Hot Desk PIN Security ensures that all hot desk users have strong PINs by forcing them to create new, more secure PINs. Users who log in with a weak PIN are automatically routed to the MiCollab Interactive Voice Response (IVR) system and guided through a PIN change. MiCollab and MiVoice Business must all be configured for Hot Desk PIN Security to work. Each component has its own provisioning for proper integration. Post Call Destination automatically forwards callers to a specified destination after the called party hangs up. SIP Hot Desking extends support for hot desking to the 5604 and 5607 wireless devices. Call Billing for SIP Gateway provides the following billing enhancements for SIP trunk calls: the ability to send billing information to a trunk gateway, using the P-Asserted-Identity header the ability to provision a Default Billing Number and a Default CPN for each network zone; these numbers can be sent instead of a caller's or diverting party's public number for caller identification and billing purposes the ability to provide correct public and billing number information for diverted calls and calls involving an EHDU Alpha tagging is extended to associate the name string with dialed digits for outgoing calls. Support for Call Forward Override and Supervised Transfers added to standard DSS/BLF keys and Secretarial DSS/BLF keys respectively. A new option, Maintain Original Forward or Reroute Reason, in the new Shared System Options form, allows you to enable the system to maintain, deliver and display on the nominated party's telephone or console the original reason for forwarding or rerouting a call. The "DPNSS/QSIG Diversion Enabled" option is removed from the System Options form and is now included in the new Shared System Options form. UPDATED VERSION OF DB2 Version 10.1 of DB2 is installed with CSM version 6.1. When upgrading CSM, the setup kits automatically upgrade DB2 and the CSM database. Note: This new version of DB2 removes the Control Center application graphical user interface that was available for use with CSM data. MCD MULTI-CONTROLLER AND MULTI-SITE SUPPORT CSM Release 6.0 or later supports both single-site, multi-controller MCD deployments, and multi-site, multi-controller MCD deployments. This covers deployments including: MCD Resiliency Agent/Trunking Gateway 17

28 Mitel Customer Service Manager General Information Guide General Multi-site monitoring See Licensing for Multi-node CSM on page 28 for information about licensing Multi-node CSM deployments. MCD RESILIENCY Resiliency is supported for: IP devices T1/E1 trunks Hunt Groups Ring Groups Personal Ring Groups ACD Express SIP devices Failover handling Primary MCD fail-over occurs when the connection between the IP phones and their primary MCD fails. At the time this failure occurs, each device can be defined as being in one of the following states: Device is idle. Device is non-resilient and is on a call. 18

29 Customer Service Manager Overview Device is resilient and is on a call, but the secondary controller is not operable. Device is resilient and is on a call, and the secondary controller is operable. In general, an IP to IP device call will survive when the primary controller fails, as it only uses the controller for call set-up and tear-down. If the IP phone is on a TDM call, the call will be dropped. For resilient devices, the process of failing over to the secondary MCD does not happen until after the survivable call is terminated by the phone set. The behavior of the CSM at failure depends upon the status of the device at the time of the failure: Device is idle. Technically, this scenario is not a fail-over as the device goes Out of service and will not be involved in any calls until the primary controller recovers, allowing the device to go back into service. When the device goes Out of Service, if the device is an ACD Express agent, the Agent List tile in Reporter Real Time will show the agent as being logged out. Device is non-resilient and is on a call. The device will be cleared from the call it is involved in, or it may enter survivability mode, and then it will go Out of service when the surviving call ends. The device will not be involved in any calls until the primary MCD has recovered. This allows the device to go back into service. The visible impacts in Report Real Time display are: ACD Express agents will be displayed as logged out. Devices in the extension list go to Idle state. (***150 agents per group) CSM will report the end time for the call as the time when CSM learns of the element failure, not when the call fails or the survivable call ends. Device is resilient and is on a call, but the secondary controller is not operable. The device will be cleared from the call in progress, and then will go Out of Service when the surviving call is ended. The device will not be involved in any calls until the primary MCD or secondary MCD has recovered. When the primary or secondary controller returns to service, the device can return to service. The visible impacts in Report Real Time display are: ACD Express agents will be displayed as logged out. Devices in the extension list go to Idle state. (***150 agents per group) CSM will report the end time for the call as the time when CSM learns of the element failure, not when the call fails or the survivable call ends. Device is resilient and is on a call, and the secondary controller is operable. The device does not go out of service; it fails over to the secondary controller. CSM will model any new calls for that device as they occur. Any calls that were active during fail-over will not have the correct call end time recorded in CSM. Behavior of ACD Express Agents depends upon the configuration of the ACD Express agent on the secondary MCD. If the agent is a member of any ACD Express group on the 19

30 Mitel Customer Service Manager General Information Guide secondary MCD, that agent remains logged in, and the groups the agent is present in can be displayed in the Real Time client application if this has been configured. shows some special cases, and how they affect fail-over and recovery. Table 5: Resiliency special cases IP Device Resiliency Trunk resiliency ACD Express resiliency CSM reporting at fail over and recovery Any IP Devices handling survivable calls will be shown as Idle; CSM cannot report on survivable calls. Any IP Devices handling survivable calls will be shown as Idle; CSM cannot report on survivable calls. When transitioning to an out-of-service state, ACD Express agents are shown in the CSM clients as Logged Out. If an ACD Express agent is handling a survivable call, the status of the client shown does not match the true state of the client. After the survivable call ends, the agent fails over to the secondary controller, and the CSM then shows the agent as Logged in and Free. CSM resiliency support ensures that CSM continues to work as MCD controllers fail, but CSM resiliency reporting contains an anomaly at the point of failure. Survivable calls are recorded as cleared when CSM detects the controller failure, not when the calls actually end. Similarly, if a device places a call immediately after recovery to the primary controller, CSM may not report the call because CSM may not yet have adjusted to the device's movement from one controller to another. Recovery after fail-over Recovery is defined to mean one of two things: The primary controller begins to communicate again. This will cause any devices that are not resilient, or that could not fail over to their secondary MCDs, to go back into service. CSM clients do not show this occurrence. After the devices start receiving calls again, CSM is once again able to model the calls. Resilient devices begin migrating back to the primary controller. This process does not happen immediately for these devices, as the controller has a couple of conditions that must be met first. The device must be in an Idle state (not actively on a call). The health check criteria for the device must be met. This is defined on the controller and is configurable. After both of these conditions have been satisfied, the device will re-home to the primary controller. At the time of recovery back to the primary controller, the device is in an Idle state. The controller will take the device out of service and then re-register the device with the primary controller. When an ACD Express Agent device is taken out of service, the Reporter Real Time Client shows that the agent has transitioned to the logout state. After the device has re-homed to the primary controller, the normal processing of the In-Service event agent is present in on the primary controller. After the resiliency devices have recovered to the primary controller, CSM synchronizes with the primary controller. CSM identifies any changes to the configuration and performs the normal 20

31 Customer Service Manager Overview functions associated with the types of changes detected as part of normal synchronization operations. ACD Express resiliency Although ACD Express groups are not resilient, a certain level of resiliency can be attained for an ACD Express group if it is configured as follows: 1. Identify the agents that will form the ACD Express group. 2. Configure these agents so that they are resilient. They should all have the same primary and secondary controllers. 3. Program the ACD Express group on the agents' primary controller. This is the first instance of the group. 4. Program an identical ACD Express group on the agents' secondary, but with a different group pilot DN. This is the second instance of the group. 5. Depending on the trunking gateway: If a trunking gateway hosts the ACD Express group, use T1/E1 trunking resiliency. With trunking resiliency, when the agents' primary is down, the resilient T1/E1 trunks direct calls for the ACD Express group to the agents' secondary controller. Digit Modification programming ensures that calls for the ACD Express group reach the group's appropriate instance, either on the primary or on the secondary. If a trunking gateway is not the ACD Express group host, and IP trunks link the gateway to the ACD Express group host, use ARS Alternate Routing from the trunking gateway to the two ACD Express group host ICPs. If the agents' primary is down, the Alternate Route programming directs calls for the ACD Express group to the agents' secondary. Digit Modification programming ensures that calls for the ACD Express group reach the group's appropriate instance, either on the primary or on the secondary. MCD MULTI-CONTROLLER SUPPORT CSM 6.0 supports MCD clustering. This enables customers to monitor multiple Mods such as User/Gateway deployments or MCD multi-site deployments with a single installation of Business Dashboard/CSM. The table below shows the rules that must be followed to use the multi-node and resiliency capabilities of CSM Release 6.0. GENERAL Table 6: CSM Release 6.0 Clustering and Resiliency Rules Supports a single cluster only. A maximum of 20 Elements (Nodes) in the cluster, 10 if used with the Virtual Appliance. Al nodes in the cluster must be monitored. The cluster must consist of MCD nodes only. CSM does not support QSIG and DPNSS networking of non-mcd PBXs. All MCD nodes must be at MCD Release 5.0. Page 1 of 3 21

32 Mitel Customer Service Manager General Information Guide LICENSING A multi-node awareness license is required: it contains five node licenses. Additional Single Node Licenses are available to add as required. Enough node licenses for each MCD node - 1 per MCD node. ACD EXPRESS CSM can monitor ACD Express Agents on any of the elements (nodes) provided the appropriate multi-site and Agent Reporting License are available. ACD Express hunt groups are not resilient, but ACD Express agents can be resilient. See MCD Resiliency on page 18 if a level of resiliency is required. The following ACD Express limits apply for each element (node): 64 ACD Groups 150 agents per group Agents in multiple groups - maximum of active agents per 3300 Controller / MCD system, or 200 active across an MCD/3300 Controller cluster 500 agents maximum ACD Express Group Supporting - Longest Idle Agent Call Distribution, 2 RADs, 1 ARD, 1 MOH Source, and a Programmable Overflow Point ACD FEATURES PROGRAMMING Table 6: CSM Release 6.0 Clustering and Resiliency Rules (continued) Agent hot desking Log In and Out Agents in multiple groups with presence Make Busy Work Timer DND, Conference, Transfer, Auto Answer Support Silent Monitor Overflow Call Deflection using Phantom Hunt Groups Threshold Alerting / Queue Status Data Save / Restore Dimensioning ACD Express and ACD2 running concurrently on the same system CSM uses both MiTAI and MiXML on each MCD node to acquire configuration and reporting information. CSM requires MiTAI to be enabled on every element in the cluster and the MiXML User Name and Password to be provisioned such that CSM can connect to every element in the cluster using the same MiXML user name and password (using an application user name and password). NUMBERING PLAN Trunk and Extension numbering plans must not overlap. Page 2 of 3 22

33 Customer Service Manager Overview TIME ZONES Extension numbering must be unique on each node. Nodes may have overlapping Trunk Licensing, but this creates restrictions on trunk reporting. Where possible, it is recommended that each node have a unique trunk numbering plan to allow full and detailed reporting. If nodes are in different time zones, CSM reports are generated based on the CSM Server time zone. KNOWN LIMITATIONS Table 6: CSM Release 6.0 Clustering and Resiliency Rules (continued) CSM 6.0 does not support or report on IP Console-related calls. CSM cannot report on IP Console-created conference calls that involve cross-element devices. Long network delays can result in ghost calls within CSM. The maximum network latency between any MCD element and the CSM Server should be less than one second. CSM will not report remote hunt group member calls as hunt group calls due to limitations of MiTAI. These calls will be modeled as non-group calls. Page 3 of 3 MCD SIP TRUNK SUPPORT With the release of MCD 5.0, SIP trunks can now be monitored using MiTAI. This allows Business Dashboard/CSM to monitor and report on SIP trunk activity. MCD provides for the administration of SIP trunks by referring to them as a Peer, so a SIP Trunk can be thought of as a trunk group rather than as an individual trunk. In addition, the Peer is defined by a string, usually a reference to the SIP provider. For example, the Peer name might be defined as British Telecom (BT) or AT&T. Normally, CSM displays the number related to a device, whether that number is an extension digit string (DN) or a trunk ID. In providing support for MCD SIP trunks, CSM 6.0 displays the Peer Name. Since a Peer is a group, multiple calls simultaneously occur on that group and CSM displays the multiple calls, displaying the same SIP peer name for the trunk. To use CSM to report on SIP trunk activity, configure MCD so that each SIP provider has a single SIP Peer Name in the Cluster Element configuration. This allows CSM to report on all calls to a specific SIP Provider under one single SIP Peer Name. If cluster element-specific reporting is required for the SIP Peer provider, then the SIP provider should be defined in the cluster element configuration with a unique Peer Name for each cluster element; BT_Node 1, BT_Node 2, for example. SIP Trunk Resiliency Resiliency-like behavior of SIP trunks is provided by the SIP trunk provider. If the provider determines that the 3300 Controller has stopped communicating, it sends all SIP calls to another node in the cluster. Since CSM is configured to monitor the SIP trunk going to that node, too, CSM can still report these calls. 23

34 Mitel Customer Service Manager General Information Guide SIP Trunk Reporting and Management In general, clients that support filters are no different than regular trunks, except that, rather than trunk number or range of trunk numbers, the Peer Name is used. Reporter Real Time: Traditionally, trunks support only one call at a time. For SIP Peers, however, Reporter Real Time displays multiple calls for the Peer in both the trunk and contact list panes. The existing icons and color coding indicate call direction and identify each end of the call. Reporter: Trunk utilization statistics are changed since this statistic is being applied to a trunk group because of the way MCD reports on SIP trunks. Normally reporting is done at a specific channel level, and this level of support is not provided in MCD. Here is a list of the standard trunk-specific reports that are affected. Calls by Trunk Line Configuration: Trunks Call Center Requirements by Half Hour Call List: Trunk to Trunk Calls Intelligent Router: Rather than specifying a trunk number or range of trunk numbers, you use the Peer Name. There are several rule types defined in Intelligent Router that can be applied to trunks (Call Abandoned, Call Answered, Call Offered, Call Refused, for example). Data Manager: In the trunk view, the SIP Peer name will appear not the trunk number. Note that SIP trunks will be categorized as Digital Trunks. Guidelines for SIP Trunks on MCD For CSM 6.0 to report on SIP trunks, CSM requires that all MCDs must be using MCD version 5.0. CSM reports only on SIP trunks that are used to connect the MCDs to the public network. CSM cannot be used to report on IP trunks used to interconnect MCDs. CSM should not be used in an environment where non-mcd PBXs are connected to MCDs using SIP trunks. CSM cannot provide call control to the client applications for SIP trunks, because MiTAI does not provide this capability. SIP Peer names should be unique they must not overlap extension numbers or trunk numbers. SIP trunks are not supported for CSM call recording integrations with Verint or Oaisys. 24

35 Customer Service Manager Overview CSM 6.1 SPECIFICATIONS AND LIMITS The following tables show the limits for CSM 6.1 clients and CSM 6.1 on an MCD PBX. CSM CLIENTS FEATURE CALL VIEWER REPORTE R REPORTE R RT REAL VIEWER INTELLIGE NT ROUTER Application Instances Tiles or Similar Elements NA NA (default) Filters* NA Rules NA NA NA NA 17 *The more filters you add, the more time it will take for the initial start up of the CSM clients and reports. CSM 6.1 LIMITS ON AN MCD PBX MCD NODES AGENTS PER NODE TOTAL ACTIVE AGENTS ACD EXPRESS AGENTS PER NODE IP PHONES PER NODE

36 Mitel Customer Service Manager General Information Guide CSM LICENSING CSM licensing is done through the Applications Management Center (AMC). For the Virtual Business Dashboard/CSM Starter packs, a permanent Internet connection is required so that CSM can synchronize periodically with the AMC. A permanent Internet connection may not be possible for certain customers due to security policies. In this case, a proxy server may be used to forward traffic. APPLICATION MANAGEMENT CENTER (AMC) CSM synchronizes directly with the AMC and uses Mitel software libraries to validate the licenses. For more information about the Mitel Applications Management Center and licensing CSM, refer to the Customer Service Manager Technician s Handbook. PART NUMBERS The following new part numbers have been introduced with CSM 6.1. Table 7: CSM 6.1Part numbers STARTER PACKAGE MBD Historical Starter Pack 6.0 (SW only) CSM Contact Center Starter Pack 6.0 (SW only) MBD Virtual Appliance Historical Report Starter Pack CSM Contact Center Virtual Appliance Starter Pack UPLIFT PACKS MBD Real Time Reporting Uplift (6.0) MULTI-NODE SUPPORT CSM MCD Multi-node Awareness (5 nodes) CSM MCD Multi-node Additional 1 Node UPGRADES MBD 6.0 Upgrade Contact Center Suite/Callview 4.x CSM 6.0 Upgrade Contact Center Suite/Callview 4.x MBD Virtual Appliance 6.0 Upgrade for Contact Center Suite/Callview4.x CSM Virtual Appliance 6.0 Upgrade for Contact Center Suite/Callview4.x To remove CSM from MAS. CSM MIGRATION KIT LICENSING Here are the migration kits for standalone CSM or virtual CSM: Table 8 lists the CSM migration kits. 26

37 Customer Service Manager Overview Table 8: Migration Kit Licenses KIT NAME CSM on MAS migration to s/w CSM Or MAS add-on to CSM migration to s/w CSM MBD on MAS migration to s/w MBD Or MAS add-on to MBD migration to s/w MBD MAS with CSM demo kit, migration to CSM demo kit (s/w only) CSM MIGRATION KIT PARTS AND QUANTITIES includes the following parts and quantities: CSM Single Agent Reporting License (5) CSM Conn Assistant Single License (5) CSM Reporter Pro Initial License (1) CSM Auto Reporter License (1) CSM RealViewer License (1) CSM Server License (1) CSM SW Only (1) MAS CSM Removal (1) includes the following parts and quantities: CSM Reporter Basic Initial License (1) CSM RealViewer License (1) CSM Server License (1) CSM SW Only (1) MAS CSM Removal (1) includes the following parts and quantities: CSM Intelligent Router License (1) CSM Media Blending Agent License (5) CSM Media Blending Queue License (3) CSM Single Agent Reporting License (4) CSM Conn Assistant Single License (2) CSM CallViewer Single License (2) CSM Reporter Basic Initial License (1) CSM Reporter Initial License (1) CSM Reporter Pro Initial License (1) CSM Auto Reporter License (1) CSM RealViewer License (2) CSM Server License (1) CSM SW Only (1) MAS CSM Removal (1) 27

38 Mitel Customer Service Manager General Information Guide Table 8: Migration Kit Licenses KIT NAME MAS with CSM demo kit, migration to vcsm demo kit CSM on MAS migration to vcsm Or MAS add-on to CSM Migration to vcsm MBD on MAS migration to vmbd Or MAS add-on to MBD migration to vmbd CSM MIGRATION KIT PARTS AND QUANTITIES includes the following parts and quantities: Virtual CSM DVD (1) MS Win 7 Pro (1) CSM Intelligent Router License (1) CSM Media Blending Agent License (5) CSM Media Blending Queue License (3) CSM Single Agent Reporting License (4) CSM Conn Assistant Single License (2) CSM CallViewer Single License (2) CSM Reporter Basic Initial License (1) CSM Reporter Initial License (1) CSM Reporter Pro Initial License (1) CSM Auto Reporter License (1) CSM RealViewer License (1) CSM Server License (1) MAS CSM removal (1) includes the following parts and quantities: Virtual CSM DVD (1) MS Win 7 Pro CofA Sticker (1) CSM Single Agent Reporting License (5) CSM Conn Assistant Single License (5) CSM Reporter Pro Initial License (1) CSM Auto Reporter License (1) CSM RealViewer License (1) CSM Server License (1) MAS CSM Removal (1) includes the following parts and quantities: Virtual CSM DVD (1) MS Win 7 Pro CofA Sticker (1) CSM Reporter Basic Initial License (1) CSM RealViewer License (1) CSM Server License (1) MAS CSM Removal (1) LICENSING FOR MULTI-NODE CSM To use the multi-node capabilities of CSM, you must purchase a CSM MCD Multi-node Awareness license. This allows you to use CSM on up to five MCD controllers in a cluster. You can add more MCD controllers using the CSM MCD Multi-node Additional 1 Node license. CONNECTION TO AMC For the Virtual Business Dashboard/CSM Starter packs, a permanent Internet connection is required so that CSM can periodically synchronize with the AMC. A permanent Internet 28

39 Customer Service Manager Overview connection may not be possible for certain customers due to security policies. In this case, a proxy server may be used to forward traffic on TCP port 22 to the AMC. For this proxy to work, you can edit the hosts file on the Windows virtual machine to send AMC traffic to the proxy, or configure a local DNS server to return the proxy's IP address for the AMC URLs. The following URLs must be mapped to the proxy's IP address: register.mitel-amc.com sync.mitel-amc.com If the CSM virtual appliance loses the connection to the Internet, CSM will continue to run until the current license expires (as determined by the AMC). After the license expires, license validation fails, and CSM enters a grace period. The grace period allows CSM to remain operational for up to 30 days after a license validation failure. If the Internet connection is restored before the end of the grace period, CSM will synchronize its license with the AMC and cancel the grace period without service interruption. If the Internet connection is not restored before the grace period expires, then the CSM Server will shut down and not restart until it can access the Internet to synchronize its license with the AMC. The grace period only applies if the license validation failure occurs while the CSM Server is running. If the validation failure occurs during startup, the CSM Server will not run. SOFTWARE ASSURANCE Software Assurance is available for both CSM and Business Dashboard. The first year of Software Assurance is included with the purchase of the application. Reminders and options to extend Software Assurance are managed by the Mitel Applications Management Center (AMC). 29

40 Mitel Customer Service Manager General Information Guide CSM PRODUCT RELEASES TO-DATE shows a history of CSM releases and the major features included in each. CSM 5.0 Table 9: CSM Released to-date CSM 5.1 adds: CSM 6.0 adds: Initial CSM Release Part of MAS Suite AMC License Control MCD Single Site/Controller MCD ACD Express Support ACD Agent Reporting Licenses Ready to Go Updates MCD IP Console Support (No Reporting) 5000 CP Dynamic Extension Express Support Windows 7 Compatibility (For Clients) Support Tools for (Collate and Send Log Files, Ghost Call Removal Tool) MCD Resiliency Support MCD Multi Site Support Software Only Versions Virtual Appliance Version MCD Multiline Set Support UCX Verification MCD SIP Trunk Support Update MCD 5 Support CSM and is no longer delivered as part of MAS; it is available as Stand-alone CSM and Virtual CSM (vcsm). MCD cluster-wide monitoring: Supports a single MCD cluster with a max of 20 nodes. All nodes must be at MCD 5.0. CSM Multi Node Licensing for MCD: Node Awareness (5 Nodes) Additional Node Supports resilient monitoring of: IP Devices T1/E1 Trunks Hunt / Ring Groups, Personal Ring Groups ACD Express Groups SIP Trunks Supports Extension / Trunking Gateway Configurations 30

41 Customer Service Manager Overview Table 9: CSM Released to-date CSM 6.1 Adds: Updated DB2 version Updated Versions of RTG Applications Virtual CSM Support Updated SMB Profiles VMware View 5.0 VDI Support MCD 6.0 Support Windows 8 Support 31

42 Mitel Customer Service Manager General Information Guide 32

43 Appendix A FEATURE MATRIX

44 Mitel Customer Service Manager General Information Guide 34

45 Feature Matrix CSM FEATURE MATRIX provides a list of CSM features and benefits. Table 10: CSM Features FEATURE DESCRIPTION BENEFITS Entry-level contact center functionality Centralized reporting for the entire enterprise Multi-level business analysis Track all aspects of contact center activity Agent productivity features Supervisor positions for monitoring and control of agent groups Visual wallboards for agents or agent groups Multimedia input from customers Easy-to-use, intuitive interface Customizable reports and color graphical displays Remote locations Remote employees Analysis based on location, department, work group, and agent level Customizable filters Drill-down views Automated reports Calls s Agent states Service levels Lost calls Line usage Agent can view queue activity: See callers in queue See s in queue View call history Telephony control from agent PC: Agent login/logout and status change Call annotation Set account code See colleague status Automate call actions based on call type or agent status change Agent visibility and control Allow your customers to contact your organization through , voice, SMS, and fax Complete historic and real-time reporting for voice and Agent visibility, no matter where the agents are Generate statistics you can use to fine-tune operations Identify areas requiring improvement and solve problems Reports published automatically to printer, , or Web Track activity in real-time to allow quick adjustments to agent assignments, and so on. Agents can track their own activity, aiding in personal motivation Page 1 of 3 35

46 Mitel Customer Service Manager General Information Guide Table 10: CSM Features (continued) FEATURE DESCRIPTION BENEFITS Supervisor control Screen pop database records on incoming and outgoing calls or s: Out of the box integrations with Microsoft Office, Microsoft Access, Goldmine, ACT! By Sage, Maximizer Answer callers by name. Agent and queue visibility: See how many calls are waiting View longest call waiting times See agent status and time in that status Monitor and control agent call activity: Listen in or intrude on calls Steal calls Force agent state changes Identify areas for improvement Reporting: View real time and historic information Run reports on demand Schedule automatic reports Multimedia option Customers contact by voice, , fax, and SMS Re-queue abandoned calls Screen pop from addresses Can be integrated with Microsoft Outlook Combined voice and reporting Improved controller support MCD 5000 CP Axxess Advanced routing Skills-based routing alerts Auto-assign accounts codes Automatic logon/log-off at start and end of shift Agents can be prepared for their clients, and provide faster service of higher quality. Supervisors can monitor busy-ness, and plan for mitigation Supervisors can spot an agent who might be having trouble with a call, and help, if necessary Supervisors can monitor agents-in-training, or agents on probation. Supervisor can take over calls that may be in trouble. Supervisors can spot trends, allowing them to solve problems sooner. Contacts from all media can be placed in the same queue, allowing you to provide timely service to customers, no matter how they contact you. You can provide automatic updates and replies to customers; the customer knows the status of his or her query. Reporting covers all contacts by customers, regardless of media, in the same report. Allows visibility and reporting in a mixed network. More efficient call routing allows customers to get to the right agent without being transferred. Page 2 of 3 36

47 Feature Matrix Table 10: CSM Features (continued) FEATURE DESCRIPTION BENEFITS MCD Multi-controller and multi-site support Monitor all MCDs in a cluster Monitor MCDs running at different sites MCD resiliency Support for resilient devices and trunks ACD Express can be configured for a certain level of resiliency. Gives supervisors and managers a consolidated view of the entire operation. Need only one installation of CSM to monitor and report on all sites. Calls can be maintained, even if connection to an MCD fails. Page 3 of 3 37

48 Mitel Customer Service Manager General Information Guide FEATURE DIFFERENCES FOR MCD VS CP CSM is supported on both the MCD and the 5000 CP, but the feature support is not the same on both. Table 11: MCD vs CP feature support FEATURE CLIENT (MITEL CONNECTION ASSISTANT, MITEL CALLVIEWER) 1 MITEL 5000 CP MITEL COMMUNICATIONS DIRECTOR Agent Login/Logout of Yes No (Use Set Presence) individual groups Auto Answer On/Off Note 2. Yes Call Forwarding Display Yes Only shows whether or not Forwarding is Enabled Cal Me Back Set Queue Request Yes Camp on Call Set No Yes Hot Desk Login / Logout / No Yes Toggle State Leave Message Note 2. Yes MCD support for IP Set where Prime Line has a Multi-Line Appearance One Step Transfer Yes No Record-a-Call (to Voice mail) Yes No Set Handset Volume Yes No Available Softphone N/A 8602 or Mitel Unified Communicator (UC) Advanced Yes UC Advanced Split Call No Yes Trade Call No Yes Wrap-up (Unable to force Wrap-up state) REAL-TIME REPORTING Agent Login/Logout Yes No (Use Set Presence) Record-a-Call (to Voice mail) Yes No HISTORIC REPORTING Agent Busy Code Supported No (Use DND states) Yes Console Reporting Yes No - Console ignored Yes DND State Reporting Yes ON/OFF only (Use Busy States) Mitel Dynamic Extension Express Yes No N/A Page 1 of 4 38

49 Feature Matrix External Hot Desking N/A Yes Hot desking Agent Extension or Agent Personal Ring Groups N/A Yes ACD Agent Reporting (Mitel Reporter Pro only) MITEL INTELLIGENT ROUTER SYSTEM ACD FEATURE Yes ACD Express Agents only, not ACD2 Condition on Busy Yes To redirect on Busy and to Camp-on, timer must be set to 0. Media blending routing DND - for Busy on Make Busy - for Busy on Redirection on Hunt and Ring Groups and Extensions Yes Redirect queued calls Yes Must be queued at HCI or ACD Express group Transfer One-Step Yes No Mitel 3300 controllers resiliency N/A Yes IP/SIP trunks support Yes Yes Multi-site, multi-controllers Yes Yes (1 Cluster, 20 elements) PBX integration OAI XML, MiTAI Single-site, Multi-controllers Yes Yes SIP extensions Yes - Excepting SIP voice mail No - Only MCA (AWC) Ports Mitel Unified Communicator (UC) Mobile ACD Dial Out of Queue ACD Routing Table 11: MCD vs CP feature support (continued) n/a Use 5000 CP call routing announcement with options Linear, Distributed, Ring. All, Longest Idle, Balanced Call Count No Yes No Longest Idle only Maximum ACD Groups Maximum ACD Groups an agent can belong to MITEL 5000 CP Maximum Active agents N/A 100 per MCD Maximum Agent IDs 2000 (with a maximum of 1000 in any Hunt group) MITEL COMMUNICATIONS DIRECTOR 500 Page 2 of 4 39

50 Mitel Customer Service Manager General Information Guide FEATURE UNIFIED COMMUNICATOR EXPRESS (REPLACES CLIENT GO 1 ) Phone Assistant Yes Yes Softphone Yes No Transfer Yes Yes Conference Yes Yes Hold Yes Yes Mute Yes Yes Missed Call List Yes Yes Screen Pop Yes Yes Active Directory integration Yes Yes Microsoft Outlook integration Yes Yes Windows Search for s and documents Create Outlook Task as with Caller ID and date/time added Create New Outlook contact based on Caller ID Add an Outlook Contact from an incoming call Create a new Outlook with Send To Address filled in based on Caller ID Integrate with Office Communicator Table 11: MCD vs CP feature support (continued) Integrate with Windows Live messenger Definable dialing rules Yes Yes Program Speed dials on Mitel 5300 IP phones Multi-profile support Yes Yes Mitel Unified Communicator (UC) Mobile Yes Yes Yes Yes Yes Not Supported Yes Yes Yes Yes Yes Yes Yes Yes Supported Operator Console Monitoring Supported Limited Support 3 MCD Call Forward Display (Client) MITEL 5000 CP N/A MITEL COMMUNICATIONS DIRECTOR Show Forwarding only; not Internal or External MCD Resiliency N/A Supported 5 Multi-site - Multi-controllers Supported Supported 5 Page 3 of 4 40

51 Feature Matrix FEATURE Table 11: MCD vs CP feature support (continued) MITEL 5000 CP MITEL COMMUNICATIONS DIRECTOR Single-site - Multi-controllers Supported Supported 5 SIP Extensions Supported Not Supported 4 DND State Reporting Supported Reports DND as ON or OFF Agent Busy Code Reporting Not Supported Supported Page 4 of 4 Notes: 1. Client Go has been discontinued. The functionality has been replaced using Unified Communicator Express (UCX). 2. This can be achieved by creating a button in the client that dials the appropriate DTMF code for the feature /5550 IP Consoles are supported, but no reporting is available for them. UCA Consoles are supported and reporting is available. 4. On the MCD, CSM supports SIP extensions if they are used for Mitel Collaboration Advanced (MCA), formerly Mitel Audio and Web Conferencing (AWC), or Unified Communicator Express. 5. Requires all MCD controllers to be running MCD Release

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