3300 ICP, 6160 IQ, 6110 CCM

[asayani]

We have a environment that has MItel 3300 ICP Controller, 6160 Intelligent Queue Server and 6110 Contact Center Management Server.

3300 ICP - We use Embedded voicemail

6160 IQ - We use Messaging, Routing, Interactive Trees, Time in Queue Messaging, Voice & Web Callbacks, Agent Recordings

6110 CCM - We use Realtime Monitoring for Call Center Queues & Agents and also for reporting

Phone Sets Digital & IP

Does anyone have a similar environment as we do and uses similar features as we do?

I am asking this question because we could share our knowledge, experience, challenges, limitations etc in maintaining the phone system

 

[tomcotton]

Almost identicatl setup here. What do you need to know?

 

[asayani]

tomcotton

are you using all the features onthe 6160 IQ server as I have mentioned?

What version of the 6160 IQ and 6110 CCM are you running?

Are your recording ports experiencing dead air during agent recordings

Does time in Queue message reflect the actual time a caller will wait in the queue

How many ports have you assisgned for callback?