Adding sites

A site is an office location with one or more media servers. It can be the office where the Enterprise Server is installed or a branch office.

Your site structure determines how you view statistics and reports. When you add a site, you add the name of the site and the time zone. By making each site distinct, you can restrict user access to sites. For more information on restricting user access, see "Configuring security roles". The site’s language determines the default language setting for new employees associated to it.

Administrators can limit whether or not the Make Busy and Do Not Disturb reason codes used by employees are visible in communication tools such as MiCollab and Microsoft Skype for Business.

Administrators can also enable agent greeting and whisper announcement functionality for all agents in the site. Agents record messages from Ignite and assign them to specific queues, so that they are played on each incoming ACD call. See the MiContact Center Business User Guide for more information on agent recorded messages. For information on configuring agent greeting workflows, see "Configuring the Record Agent Greeting workflow" and "Configuring agent workflow settings".

Administrators can also restrict the site’s use of Contact Center Client’s Chat Integration, which enables employees to chat with each other in Contact Center Client. Prior to Version 7.0, there was an option to use Microsoft Skype for Business as the default chat client instead of Contact Center Chat. In Version 7.0 and greater, YourSite Explorer automatically detects if you have Microsoft Skype for Business Server and enables it as the default chat client. If your contact center is a mixed environment where some users have Skype for Business and others do not, you may want to use Contact Center Chat to ensure all employees can communicate. For information on using Contact Center Chat in an environment with Skype for Business on some systems, see the following Mitel Knowledge Base article: https://mitel.custhelp.com/app/answers/answer_view/a_id/1000736/loc/en_US.

If you are licensed for IVR Routing, you can configure callback requests on a site-by-site basis. For more information, see "Configuring callbacks".

Administrators can also configure the case management settings for each of the sites. For more information, see "Configuring case management settings".