What's new in Customer Interaction Solutions!
Version 5.4  Now Available
Customer Interaction Solutions Version 5.4 includes new applications and significant functionality enhancements including a new version of Call Accounting, the new YourSite Explorer configuration interface, Lifecycle reports, call recording integrations, real-time caller information in Contact Center Client monitors, call notes, call history, 3300 ICP Synchronization and Validation enhancements, and the Contact Center Screen Pop API Server and Client DLL.   Read the Release Notes >>
Call Accounting is an application that tracks and reports on your telephone system activity. Call Accounting can be integrated with Customer Interaction Solutions applications and/or Traffic Analysis.   Call Accounting Version 5.4 has changed in several ways. It includes the following:   ¨           Default location information for North America, Mexico, Caribbean, and Latin America for out-of-the-box functionality   ¨           Customizable call types and location information   ¨           New reporting package with reformatted reports and filter options   ¨           Simplified and more flexible configuration using the new YourSite Explorer application   ¨           Import/export support for the .csv file format	YourSite Explorer is a new application that streamlines configuration by enabling you to configure and administer Contact Center Management, Call Accounting, Intelligent Queue, and Contact Center Scheduling options from a single user interface. It provides enhanced selection, sorting, and searching capabilities, and support for large scale enterprises. YourSite Explorer enables read, write, and validation of devices between the YourSite database and the 3300 ICP telephone system.
	Using YourSite Explorer, you can run 3300 ICP Synchronization and Validation to configure and write 3300 ICP queues, agent skill groups, and agents (including skill level) and read, write, and validate Class of Service, Class of Restriction, System Options, and SMDR Assignment form settings. Validation of device and assignment form settings ensures quality data collection and accurate reporting. 3300 ICP Synchronization and Validation simplifies contact center configuration, so you can program 3300 ICPs without the help of a qualified installer. 3300 ICP Synchronization and Validation also enables you to quickly adjust ACD call flows and Agent skill levels on the fly.
Lifecycle reports enable you to report on all events related to the life of a specific call. Using Lifecycle reports you can determine where calls go within your business and how they are handled, access call notes and call recordings, and accurately track calls across multiple 3300 ICP nodes. You can request Lifecycle reports based on agent/agent group, queue/queue group, DNIS/DNIS group, extension/extension group, trunk/trunk group, site, enterprise, or media server. You can also optionally filter Lifecycle reports based on options such as duration in queue, agent, account code, phone number, and extension.	Contact Center Management and Call Accounting now offer call recording integrations with industry leading call recording software. With call recording, you can record, store, and play back calls. This enhanced functionality enables you to access call recordings for quality monitoring, following up on customer complaints, and training. It also ensures that managers and supervisors always know the context of a call.  Call recordings are stored in the Contact Center Management database using a unique ID and are accessed from the new Lifecycle reports.
Real-time caller information is now available in Contact Center Client monitors, enabling you to view caller and account details. This enables you to know the online messaging and phone availability of all employees and ensures you have pertinent information at hand to work efficiently. Real-time caller information also helps to eliminate abandons and blind transfers by creating more “warm” transfers when you know who is available. This also increases the possibility of first contact resolution, by enabling the contact center to handle more volume with fewer staff.	Contact Center PhoneSet Manager and Contact Center Softphone now offer call notes, which enables agents to share in-progress call information with other agents when transferring calls. Call notes enable agents to quickly identify the context of a call, the information provided by other agents, and the actions they performed. This enhanced functionality maintains the integrity of information, reduces supervised transfers, and provides more efficient, effective customer service. Contact Center PhoneSet Manager and Contact Center Softphone also now provide a call history of the twenty most recent inbound and outbound callers. The call history list provides agents with the ability to call customers without searching alternate databases for phone numbers, which ensures customers can be reached in the event they call from an alternate contact number that is not recorded in the database.
Customer Interaction Solutions Version 5.4 introduces the Contact Center Screen Pop API Server and Client DLL. The Contact Center Screen Pop Application Programming Interface (API) is a programmable .NET C# Dynamic-link library (DLL) that can be used in any .NET (Release 2.0+) application or website. The Contact Center Screen Pop API Server and Client DLL completes the migration from Mitel Agent Portal to Contact Center Screen Pop. The API is offered in two forms: server side and client side DLL. The server side DLL provides the capability to insert custom real-time IVR collected data to each incoming call. It also uses the Contact Center Screen Pop infrastructure to deliver third-party data to agent desktops (using either the client side DLL or Contact Center PhoneSet Manager). The client side DLL provides basic telephony functions (answer, hang up, transfer, and hold) and delivers caller information such as ANI, DNIS, Collected Digits, and call notes in real-time as calls arrive. The client side DLL may be used to display information in CRM, Microsoft Outlook, or custom applications.
Currently shipping Version 5.4, Release date: April 30, 2008   Visit the Download Center >>   If you currently have Service and Support coverage, you are entitled to free upgrades. Contact your Mitel Channel Partner for more information.   For more information on our products and services, contact prairieFyre at sales@prairiefyre.com.