MiCONTACT CENTER for MICROSOFT SKYPE RELEASE 5.10.9 USER GUIDE NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™ Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written permission from Mitel Networks Corporation. Trademarks Mitel and NuPoint Unified Messaging are trademarks of Mitel Networks Corporation. Adobe Acrobat Reader is a registered trademark of Adobe Systems Incorporated. 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MiContact Center for Microsoft Skype User Guide Release 5.10.9 February 2016 Document Version 5.10.9 ®,™ Trademark of Mitel Networks Corporation © Copyright 2015, Mitel Networks Corporation All rights reserved Table of Contents CHAPTER 1 MICONTACT CENTER FOR SKYPE MiContact Center for Skype 2 About this user guide 2 Locating the latest versions of our guides 4 Document conventions 4 Searching for key words and definitions 5 Troubleshooting assistance 5 Required and optional software components 5 Required components 6 Optional components 6 Client Component Pack 6 CHAPTER 2 CONTACT CENTER PLANNING AND MANAGEMENT Contact Center Planning and Management 9 Step #1 Establish a corporate service objective 10 Understanding the Service Level 10 Understanding why the Service Level is the most meaningful statistic 11 Choosing a Service Level goal 12 Understanding Quality of Service 13 Monitoring systems and tools 13 Automating help desk workflow 14 Step #2 Collect data 14 Collecting data on call handling 15 Step #3 Forecast the Call Load 15 Forecasting accurately 16 Conducting forecasts 16 Step #4 Calculate the resources required 17 Predicting agent requirements 17 Understanding Erlang C 17 Considerations when predicting resource requirements 18 Performing 'what-if' scenarios 18 Understanding the relationship between agents and trunks 19 Understanding Erlang B 19 Step #5 Schedule agents 20 Understanding the Shrinkage Factor 20 Calculating the Shrinkage Factor 21 Optimizing schedules 22 Routing calls to optimize coverage 23 i MiContact Center for Microsoft Skype User Guide Scheduling considerations 24 Step #6 Determine contact center costs 24 Breaking down expenses 25 Anticipating growth 25 CHAPTER 3 SERVICES AND DATABASE ADMINISTRATION Services and Database Administration 27 Specifying enterprise maintenance functions 27 Backing up data 27 Backing up .xml files 27 Backing up SQL Server data files 28 Understanding SQL Server recovery models 28 Management Console 29 Opening Management Console 30 Configuration 30 Updating server IP addresses 30 Maintenance 31 Running the maintenance routine immediately 31 Summarizing data 31 Support 31 System 33 Controlling services 33 CHAPTER 4 CONFIGURATION Configuration 35 YourSite Explorer 36 Starting YourSite Explorer 36 Searching 36 Paging 37 Filtering 37 Customizing the user interface 37 Minimizing aspects of the user interface 38 Selecting the first record of each list 38 Changing the order of the columns 39 Changing column options 39 Grouping device criteria by column headers 39 Making multiple changes 40 Changing the YourSite Explorer view 40 Enterprise setup 40 Configuring enterprise settings 40 ii Table of Contents Configuring Enterprise server settings 41 Configuring Enterprise maintenance functions 41 Configuring email alarms 41 Configuring Contact Center Screen Pop 43 Configuring the media server 46 Adding a media server 46 Configuring location settings 47 Configuring system defaults 47 Configuring routing and presence settings 49 Configuring presence settings 49 Configuring routing settings 49 SIP Listener settings 50 Configuring data summary options 50 Configuring Network Monitor 51 Deleting the media server 51 Configuring the site 51 Configuring the SMTP server in YourSite Explorer 52 Configuring servers 52 Configuring schedules 52 Managing schedule exclusion lists 53 Applying schedules 53 Configuring node alarms 53 Configuring devices and device groups 54 Configuring devices and device groups manually 55 Adding employees 55 Configuring general and licensing information 56 Configuring user account information 56 Configuring employee details 57 Configuring agent login information 57 Disassociating Line URI from historical employees 58 Adding employee groups 58 Associating employees with employee groups 59 Adding agent groups 59 Associating employees with agent groups 59 Configuring queue announcements 60 Configuring Music On Hold playlists 61 Configuring Call Ringing 62 Replacing the default ring tone 63 Adding queues 63 Configuring general information for queues 63 Configuring business hours for queues 64 iii MiContact Center for Microsoft Skype User Guide Configuring general routing options for queues 65 Interflowing calls directly to voice mail 66 Configuring alternate queue endpoints 67 Configuring Dial Out of Queue 69 Configuring Interactive Contact Center queue control 70 Configuring queue spectrum settings for queues 70 Associating agent groups with queues 71 Deleting queues 71 Adding queue groups 71 Associating queues with queue groups 71 Adding extension groups 72 Associating extensions with extension groups 72 Adding extension divisions 72 Associating extension groups with extension divisions 72 Adding teams 73 Associating agent groups with teams 73 Adding Make Busy Reason codes 73 Adding Do Not Disturb Reason codes 73 Configuring devices and device groups using Quick Setup 74 Employee group Quick Setup 74 Employee division Quick Setup 74 Agent group Quick Setup 74 Queue group Quick Setup 75 Extension group Quick Setup 75 Extension division Quick Setup 75 Make Busy Reason Quick Setup 75 Team Quick Setup 76 Configuring devices and device groups using .csv files 76 Active Directory synchronization 76 Applying configuration settings to client computers 77 Security roles 78 Creating and applying security roles 78 Creating security lists 80 Configuring security 81 Verifying security role properties 83 Assigning security roles to employees 84 ANI and DNIS call routing 84 Configuring ANI and DNIS routing 84 CHAPTER 5 REAL-TIME MONITORS iv Table of Contents Real-time Monitors 87 Contact Center Client 87 Starting Contact Center Client 87 Agent states 88 Employee non-ACD states 89 Understanding Contact Center Client features 91 Positioning Contact Center Client 91 Opening monitors 92 Docking monitors 92 Adding and removing devices 93 Sorting monitor devices 94 Rearranging cells and columns 95 Setting monitor dimensions 95 Configuring columns 95 Filtering device variables 95 Setting alarms 96 Adding performance thresholds 96 Specifying performance threshold colors 97 Specifying threshold sound notification 98 Specifying threshold pop-up window notification 98 Specifying Contact Center Client appear on top 98 Specifying threshold email notification 98 Defining monitor styles 99 Customizing the information displayed 99 Selecting and customizing card designs 100 Adding text to card designs 101 Grouping data 101 Printing monitors 102 Building marquee monitors 102 Configuring marquee monitor styles 103 Configuring marquee text and variables 103 Configuring chart characteristics 104 Defining queue chart properties 104 Selecting call statistics to display 105 Specifying the queue chart title 106 Specifying x and y axis titles 106 Enabling the x axis to scroll on queue charts 106 Highlighting statistics 106 Specifying the angle of the text label for the queue chart 107 Real-time monitors in Contact Center Client 107 Viewing agent availability 108 v MiContact Center for Microsoft Skype User Guide Agent, Employee, and Extension State by Position monitors 108 Viewing extensions 109 Agent State and Employee State by Time monitors 110 Agent State by Queue by Time monitor 111 Agent Shift monitor 112 Viewing queue statistics 115 Queue by Period monitor 115 Queue Now and Queue Group Now monitors 117 Viewing queue chart statistics 121 Queue Now and Queue Group Now charts 121 Queue Performance by Period and Queue Group Performance by Period charts 122 Viewing web pages 122 Starting a conversation 123 Silent monitoring calls 124 CHAPTER 6 SKYPE FOR BUSINESS AND IGNITE FOR SKYPE Skype for Business and Ignite for Skype 127 Agent Presence 127 Viewing agent status and availability 127 Ignite for Skype status and availability 127 Skype for Business status and availability 128 Skype for Business presence indicators 130 Ignite for Skype real-time state icons 133 Agent presence behavior 134 Skype for Business presence change behavior 134 Real-time state change behavior 135 Workstation change behavior 137 Starting Ignite for Skype 137 Joining and leaving agent groups 138 Logging out of and closing Ignite for Skype 139 Handling calls and call routing 140 Transferring