Locating the latest version of our guides

The MiContact Center BusinessMiVoice Analytics documentation library includes the following guides. The latest version of each guide is available from http://edocs.mitel.com or Mitel Connect >InfoChannel > Worldwide > Products and Solutions > MiContact Center> MiContact Center Business.

• MiContact Center Business User Guide : provides information on the basics of contact center management, and descriptions for use of all agent and supervisor applications within the MiContact Center Business suite. This guide focuses on voice media.
• MiVoice Analytics User Guide : provides information on general business and call costing concepts and describes MiVoice Analytics and MiVoice Analytics features and configuration.
• MiContact Center BusinessMiVoice Analytics Installation and Administration Guide: provides instructions for:
  • Downloading, installing, registering, and configuring MiContact Center BusinessMiVoice Analytics on the Enterprise Server and client computers
  • Upgrading from previous versions of MiContact Center BusinessMiVoice Analytics
  • Installing and configuring MiVoice Analytics at remote sites
  • Installing and configuring MiContact Center Business at remote sites
  • Installing and deploying MiVoice Analytics .ova files
  • Installing and deploying MiContact Center Business .ova files
  • All IVR Routing configuration
• Multimedia Contact Center Installation and Deployment Guide: is the primary source of information for contact centers using email, chat, SMS, or open media to communicate with customers. This guide describes how to:
  • Install, configure, and maintain a multimedia contact center
  • Use the tools required to manage a multimedia contact center
  • Handle customer interactions via voice, email, chat, SMS, and open media using Ignite
• MiContact Center Business and MiVoice Analytics System Engineering Guide: discusses the following topics:
  • Deployment models based on contact volumelicensing, contact volume, network requirements, and availability
  • Recommendations for collocating server applications
  • System requirements, including server and client hardware and software requirements and virtual application requirements
  • Server and client virtualization details and best practices
  • Performance and scalability details, including verified capacity results for all media types (alone and blended) and IVR Routing scalability
  • Performance and scalability details, including verified capacity results for all media types (alone and blended), IVR Routing scalability and port sizing recommendations
  • Bandwidth and storage requirements
  • Licensing information
  • Support details for third-party integrations and internal products, such as Multimedia Contact Center and IVR Routing
• MiContact Center Business - Reports Guide: describes all of the report types available and explains how to generate, view, and share reports for the Contact Center licensing package.
• MiContact Center Business - Reports Guide: describes all of the report types available and explains how to generate, view, and share reports for MiContact Center Business - Contact Center.
• MiVoice Analytics Reports Guide: describes all of the report types available and explains how to generate, view, and share reports for MiVoice Analytics and MiVoice Analytics.
• MiContact Center Business - Workgroup Reports Guide: describes all of the report types available and explains how to generate, view, and share reports for the Workgroup licensing packageMiContact Center Business - Contact Center Workgroup.
• MiContact Center Business Deployment Guide: discusses the following topics:
  • Solution licensing
  • Deployment topologies
  • Call handling infrastructure
• MiContact Center Business Deployment Guide: discusses the following topics:
  • Contact center basics, with a focus on ACD routing functionality
  • Topologies for scaling
  • ACD resiliency
  • IVR Routing resiliency and redundancy
  • Virtual contact centers
• Contact Center Blueprint: discusses the following topics:
  • MiContact Center Business topologies
  • MiContact Center Business deployment details
  • Cloud and hosted considerations
• MiContact Center Business Site-Based Security (Multi-tenant) Administration Guide: describes how to install and configure MiContact Center Business in a multi-tenant deployment.