Statement of Support - Ring Groups, and ACD Express

INFORMATION

prairieFyre's Contact Center Management software is primarily an ACD reporting suite, and as such there are some forms of call routing possible on a Mitel 3300 that we can not necessarily report on.  The following configurations are unsupported by the Mitel MiContact Center software.

ACD Express:  This is an alternative to ACD routing, and is different enough that the prairieFyre software can not reliably report on this configuration at all.

Ring Groups (MiCC Version 7.0 and older):  A ring group is an alternative to ACD routing.  Instead of queueing calls and sending them to the next available agent, all extensions in the ring group ring simultaneously and the first extension to pick up takes the call.  In this configuration, the prairieFyre software may be able to report on the individual extensions, but not the ring group itself. 

NOTE: Ring Groups are supported for realtime and reporting starting in MiCC Version 7.1.0.0.

APPLIES TO

CCM all versions