MITEL CUSTOMER SERVICE
MANAGER
GENERAL INFORMATION GUIDE
RELEASE 6.1 SP1
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 85201 1-888-777-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:
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.
CHAPTER 1:
INTRODUCTION
About this Document . . . 2
Audience . . . 2
About the CSM Documentation . . . 3
Access to Product Documentation . . . 3
View or Download a Document . . . 4
Contacting Mitel . . . 4
Terms and Acronyms . . . 5
CHAPTER 2:
CUSTOMER SERVICE MANAGER OVERVIEW
About Customer Service Manager (CSM) . . . 3Who should use CSM . . . 3
CSM Module Overview . . . 3
CSM Server . . . 4
Connection Assistant Client . . . 4
CallViewer . . . 4
RealViewer . . . 4
Reporter . . . 4
Reporter Real-Time . . . 5
Call Recording Integration . . . . 5
Intelligent Router . . . 5
Media Blending Uplift . . . 5
Mitel Business Dashboard (MBD) Overview . . . 6
Unified Communicator Express . . . 7
Client Support for MCD Multi-line . . . 8
CSM Deployments . . . 9
Stand-alone CSM . . . 9
Virtual Appliance CSM . . . 9
Features . . . 12
What’s New in Release 6.1 SP1 . . . 13
VSphere 5.5 Support . . . 13
Windows Support . . . . 13
Updated DB2 version . . . 13
Australia support . . . 13
Migration of CSM installer from Wise scripts to Install Shield . . . 14
Windows 8 Support . . . . 14
Updated Versions of RTG Applications . . . 14
Virtual CSM Support . . . . 15
Updated SMB Profiles . . . 15
VMware 5.0 Virtual Storage Appliance . . . 16
VMware View 5.0 VDI Support . . . 16
MiVoice features not supported in CSM 6.1 . . . 16
Updated version of DB2 . . . 17
MCD Multi-controller and Multi-site support . . . 17
MCD Resiliency . . . 18
MCD Multi-controller support . . . 21
MCD SIP Trunk Support . . . 23
CSM 6.1 Specifications and Limits . . . 25
CSM Clients . . . 25
CSM 6.1 Limits on an MCD PBX . . . 25
CSM Licensing . . . 26
Application Management Center (AMC) . . . 26
Part Numbers . . . 26
CSM Migration Kit Licensing . . . 26
Licensing for Multi-node CSM . . . 28
Connection to AMC . . . . 28
Software Assurance . . . . 29
CSM product releases to-date . . . 30
APPENDIX A:
FEATURE MATRIX
CSM Feature Matrix . . . 35Chapter 1
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
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 http://edocs.mitel.com. 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 http://edocs.mitel.com.
2. Select a documentation suite from one of the following drop-down menus: • Communications Platforms
• 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: 1-800-796-4835. • Mitel UK Order Desk: +44 870 160 0471. • Mitel EMEA Order Desk: +44 1291 426071.
TERMS AND ACRONYMS
The following table defines some of the terms used in this guide.
Table 1: Terms and Acronyms
TERM DEFINITION
ACD Automatic Call Distribution
ACL Access Control List
AMC Applications Management Center
BLF Busy Lamp Field
CCS Contact Center Solution
CRM Customer Relationship Management
CSM Customer Service Manager
CTI Computer Telephony Integration
DEE Dynamic Extension Express
DN Directory Number
DND Do Not Disturb
HCI Host Command Interface
IQ Intelligent Queue
IVR Interactive Voice Response
ISS Industry Standard Server
MBD Mitel Business Dashboard
MBG Mitel Border Gateway
MiTAI Mitel Telephony Applications Interface (API that allows CTI applications developed by third parties to interface with Mitel call control)
MCD Mitel Communications Director
OAI Open Archives Initiative (interoperability standards for on-line documents)
PIM Personal Information Management
PRD Personal Router Device
RTG Ready To Go
SBC Session Border Controller
SIP Session Initiation protocol
SMB Small and Medium-sized Business
SLA Service Level Agreement
SWA Software Assurance
TDM Time Division Multiplexing
UC Unified Client
Unified Communicator
XML 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)
Chapter 2
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.
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
super-visors 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.
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).
• Client applications to automate telephone control and provide Personal Information Man-agement (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 e-mail, 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, e-mail, 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, e-mail, 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.
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 e-mail statistics, allowing you to see real-time details against all or selected call and e-mail 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 e-mail (including the distant end), how long the call/e-mail 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 e-mails 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 e-mail 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 e-mail, 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.
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 perfor-mance information for team leaders and managers.
• Report scheduling to automate delivery of reports in the required format to Visual Wall-boards, providing performance metrics for individuals or groups.
• Client applications to provide call information, telephony control, and PIM integration
Table 1: Mitel Business Dashboard Modules
STANDARD FEATURES OPTIONAL FEATURES CSM Server and
Intelligent Router
• Mitel 3300 & 5000 CP Integration • Monitors all internal & external calls • Collects data for all MBD modules
Intelligent Router Provides: • Advanced Skills Routing • Automation
• Multimedia (e-mail) Routing CSM Reporter Pro • Comprehensive agent historical and
real time report generation
• Auto-reporter for scheduled reports
• Combined voice, e-mail, SMS message, and fax reporting
CSM RealViewer • Displays historical and real-time agent voice call stats on your screen • Visual and audible alarms
• Displays historical and real-time agent e-mail statistics on your screen
CSM Clients • Agent status control
• PIM Integration: Act!, Goldmine, Maximizer, MS Outlook
• Automated dialing • Custom CRM integration
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 e-mail from an incoming call. UCX can also execute a Windows Search to locate documents, e-mails, 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 Emails / 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 Email 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
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.
Table 3: Client support for Multi-line deployments
FEATURE 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
CSM DEPLOYMENTS
CSM Release 6.1 and Business Dashboard can be deployed in one of two ways, Software-only, and Virtual Appliance.
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 6.1.
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
Note: As of MAS 4.0 and CSM 6.0, CSM is no longer offered as an application that runs in MAS.
Table 3: Client support for Multi-line deployments
FEATURE CALLVIEWER CONNECTION ASSISTANT REPORTER REAL TIME INTELLIGENT ROUTER
• 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 proce-dures 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.
Table 4: VMware vSphere and VM management features support
BUSINESS DASHBOARD/CSM SUPPORT COMMENTS VSPHERE FEATURE Virtual appliance deployment Supported
Export OVA Supported
Power ON Supported
Shut-down 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
Not Supported Suspending virtual CSM is not supported.
Snapshot (powered OFF) 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.
Snapshot (Suspended) Not Supported Suspending virtual CSM is not supported.
CLoning Supported
Health Monitoring Supported Performance Reports Supported VM MANAGEMENT
FUNCTIONS
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)
Supported Sites using this feature must comply with Windows licensing restrictions.
Distributed Power Management
Supported Sites using this feature must comply with Windows licensing restrictions.
Update Manager and O/S Patching
Not Supported This feature requires installation of a guest agent.
VMware Consolidated Backup
Not Supported 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 Not Supported
VMsafe Not Supported
Site Recovery Manager (SRM)
Supported Sites using this feature must comply with Windows licensing restrictions.
Note: You must retain Mitel Professional Services to create your SRM plan.
Table 4: VMware vSphere and VM management features support (continued)
BUSINESS DASHBOARD/CSM
SUPPORT COMMENTS
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, e-mailing, or publishing to Web • Agent productivity:
• Telephony control from your PC
• Screen pop database records on incoming and outgoing calls or e-mails • Supervisor control:
• Agent and queue visibility
• Monitor and control agent call activity • Reporting
• Multimedia option:
• Customers can contact you by voice or e-mail
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 Supported
Table 4: VMware vSphere and VM management features support (continued)
BUSINESS DASHBOARD/CSM
SUPPORT COMMENTS
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 (www.edocs.mitel.com).
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 10.5.0.4 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.
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.
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, 2014.
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
1000 - 5000 Small Business Small Business Mid-Enterprise Mid-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 Pass-word/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, His-tory-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
10000 - 25000 Mid-Enterprise Mid-Enterprise Mid-Enterprise Enterprise
25000 - 100000 Mid-Enterprise Mid-Enterprise Enterprise Enterprise
Call Volume (daily) CSM Server CSM Server, Auto Reporter CSM Server, Auto Reporter, Intelligent Router CSM Server, Auto Reporter, Intelligent Router, Media Blending
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
• 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 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
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.
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
Table 5: Resiliency special cases
IP Device Resiliency Any IP Devices handling survivable calls will be shown as Idle; CSM cannot report on survivable calls.
Trunk resiliency Any IP Devices handling survivable calls will be shown as Idle; CSM cannot report on survivable calls.
ACD Express resiliency 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 reporting at fail over and recovery
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.
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 appro-priate 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.
Table 6: CSM Release 6.0 Clustering and Resiliency Rules
GENERAL
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.
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 8
• 100 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
• 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
PROGRAMMING
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.
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.
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.
TIME ZONES
If nodes are in different time zones, CSM reports are generated based on the CSM Server time zone.
KNOWN LIMITATIONS
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.
Table 6: CSM Release 6.0 Clustering and Resiliency Rules(continued)
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.
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
*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
FEATURE CALL VIEWER REPORTE R REPORTE R RT REAL VIEWER INTELLIGE NT ROUTER Application Instances 374 1 1 1 1Tiles or Similar Elements NA NA 20 30 4 (default)
Filters* NA 105 105 105 105 Rules NA NA NA NA 17 MCD NODES AGENTS PER NODE TOTAL ACTIVE AGENTS ACD EXPRESS AGENTS PER NODE IP PHONES PER NODE 10 20 200 20 100
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.
CSM MIGRATION KIT LICENSING
Here are the migration kits for standalone CSM or virtual CSM:
Table 7: CSM 6.1Part numbers
STARTER PACKAGE
54005516 MBD Historical Starter Pack 6.0 (SW only) 54005503 CSM Contact Center Starter Pack 6.0 (SW only) 52002674 MBD Virtual Appliance Historical Report Starter Pack 52002672 CSM Contact Center Virtual Appliance Starter Pack UPLIFT PACKS
54005405 MBD Real Time Reporting Uplift (6.0) MULTI-NODE SUPPORT
54005406 CSM MCD Multi-node Awareness (5 nodes) 54005407 CSM MCD Multi-node Additional 1 Node UPGRADES
54005408 MBD 6.0 Upgrade Contact Center Suite/Callview 4.x 54005409 CSM 6.0 Upgrade Contact Center Suite/Callview 4.x
54005412 MBD Virtual Appliance 6.0 Upgrade for Contact Center Suite/Callview4.x 54005413 CSM Virtual Appliance 6.0 Upgrade for Contact Center Suite/Callview4.x
Table 8: Migration Kit Licenses
KIT NAME CSM MIGRATION KIT PARTS AND QUANTITIES 54005734
CSM on MAS migration to s/w CSM
Or
MAS add-on to CSM migration to s/w CSM
54005734 includes the following parts and quantities: • 54004322 CSM Single Agent Reporting License (5) • 54004330 CSM Conn Assistant Single License (5) • 54004344 CSM Reporter Pro Initial License (1) • 54004346 CSM Auto Reporter License (1) • 54004347 CSM RealViewer License (1) • 54004357 CSM Server License (1) • 54005502 CSM SW Only (1) • 54005757 MAS CSM Removal (1) 54005736 MBD on MAS migration to s/w MBD Or
MAS add-on to MBD migration to s/w MBD
54005736 includes the following parts and quantities: • 54004340 CSM Reporter Basic Initial License (1) • 54004347 CSM RealViewer License (1)
• 54004357 CSM Server License (1) • 54005502 CSM SW Only (1) • 54005757 MAS CSM Removal (1) 54005743
MAS with CSM demo kit, migration to CSM demo kit (s/w only)
54005743 includes the following parts and quantities: • 54004319 CSM Intelligent Router License (1) • 54004320 CSM Media Blending Agent License (5) • 54004321 CSM Media Blending Queue License (3) • 54004322 CSM Single Agent Reporting License (4) • 54004330 CSM Conn Assistant Single License (2) • 54004334 CSM CallViewer Single License (2) • 54004340 CSM Reporter Basic Initial License (1) • 54004342 CSM Reporter Initial License (1) • 54004344 CSM Reporter Pro Initial License (1) • 54004346 CSM Auto Reporter License (1) • 54004347 CSM RealViewer License (2) • 54004357 CSM Server License (1) • 54005502 CSM SW Only (1) • 54005757 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
52002749
MAS with CSM demo kit, migration to vCSM demo kit
52002749 includes the following parts and quantities: • 50006539 Virtual CSM DVD (1)
• 51301269 MS Win 7 Pro (1)
• 54004319 CSM Intelligent Router License (1) • 54004320 CSM Media Blending Agent License (5) • 54004321 CSM Media Blending Queue License (3) • 54004322 CSM Single Agent Reporting License (4) • 54004330 CSM Conn Assistant Single License (2) • 54004334 CSM CallViewer Single License (2) • 54004340 CSM Reporter Basic Initial License (1) • 54004342 CSM Reporter Initial License (1) • 54004344 CSM Reporter Pro Initial License (1) • 54004346 CSM Auto Reporter License (1) • 54004347 CSM RealViewer License (1) • 54004357 CSM Server License (1) • 54005757 MAS CSM removal (1) 52002753 CSM on MAS migration to vCSM Or
MAS add-on to CSM Migration to vCSM
52002753 includes the following parts and quantities: • 50006539 Virtual CSM DVD (1)
• 51301269 MS Win 7 Pro CofA Sticker (1)
• 54004322 CSM Single Agent Reporting License (5) • 54004330 CSM Conn Assistant Single License (5) • 54004344 CSM Reporter Pro Initial License (1) • 54004346 CSM Auto Reporter License (1) • 54004347 CSM RealViewer License (1) • 54004357 CSM Server License (1) • 54005757 MAS CSM Removal (1) 52002755 MBD on MAS migration to vMBD Or
MAS add-on to MBD migration to vMBD
52002755 includes the following parts and quantities: • 50006539 Virtual CSM DVD (1)
• 51301269 MS Win 7 Pro CofA Sticker (1) • 54004340 CSM Reporter Basic Initial License (1) • 54004347 CSM RealViewer License (1)
• 54004357 CSM Server License (1) • 54005757 MAS CSM Removal (1)
Table 8: Migration Kit Licenses
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 • www.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).
CSM PRODUCT RELEASES TO-DATE
shows a history of CSM releases and the major features included in each.
Table 9: CSM Released to-date
CSM 5.0
• 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
CSM 5.1 adds:
• 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) CSM 6.0 adds:
• 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
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
Appendix A
CSM FEATURE MATRIX
provides a list of CSM features and benefits.
Table 10: CSM Features
FEATURE DESCRIPTION BENEFITS
Entry-level contact center functionality
• 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
• Agent visibility and control
• Allow your customers to contact your organization through e-mail, voice, SMS, and fax
• Complete historic and real-time reporting for voice and e-mail
Centralized reporting for the entire enterprise
• Remote locations • Remote employees
• Agent visibility, no matter where the agents are
Multi-level business analysis
• Analysis based on location, department, work group, and agent level
• Customizable filters • Drill-down views • Automated reports
• Generate statistics you can use to fine-tune operations
• Identify areas requiring improvement and solve problems
• Reports published automatically to printer, e-mail, or Web
Track all aspects of contact center activity • Calls • E-mails • Agent states • Service levels • Lost calls • Line usage
• Track activity in real-time to allow quick adjustments to agent assignments, and so on.
Agent productivity features Agent can view queue activity: • See callers in queue • See e-mails in queue • View call history
• Agents can track their own activity, aiding in personal motivation
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
Screen pop database records on incoming and outgoing calls or e-mails: • Out of the box integrations with
Microsoft Office, Microsoft Access, Goldmine®, ACT! By Sage, Maximizer™
• Answer callers by name.
• Agents can be prepared for their clients, and provide faster service of higher quality.
Supervisor control Agent and queue visibility: • See how many calls are waiting • View longest call waiting times • See agent status and time in that
status
• 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
Monitor and control agent call activity: • Listen in or intrude on calls • Steal calls
• Force agent state changes • Identify areas for improvement
• Supervisors can monitor agents-in-training, or agents on probation.
• Supervisor can take over calls that may be in trouble.
Reporting:
• View real time and historic information • Run reports on demand
• Schedule automatic reports
• Supervisors can spot trends, allowing them to solve problems sooner.
Multimedia option • Customers contact by voice, e-mail, fax, and SMS
• Re-queue abandoned calls • Screen pop from e-mail addresses • Can be integrated with Microsoft
Outlook
• Combined voice and e-mail reporting
• 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.
Improved controller support
• MCD • 5000 CP • Axxess
• Allows visibility and reporting in a mixed network.
Advanced routing • Skills-based routing • E-mail alerts
• Auto-assign accounts codes • Automatic logon/log-off at start and
end of shift
• More efficient call routing allows customers to get to the right agent without being transferred.
Table 10: CSM Features (continued)
FEATURE DESCRIPTION BENEFITS
