System Overview
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Mitel SMB Controller
syd-0657/2.0 – R6.0 – 09.2018
OIP as call center
The powerful Mitel 400 Call Center is an integral part of OIP and provides all the main
features such as flexible routing algorithms (cyclical, linear, longest time available,
CLIP-based, last agent), skill-based agent groups as well as an analysis of the call
centre data (online and offline) with chart-based evaluation. In the event of a network
interruption the emergency routing ensures the maximum availability of the system.
The agent functionality is available on all system phones including Softphones. This
applies equally to home workstations and to all the users on a Mitel Advanced Intelli-
gent Network. The one number user concept can also be set up for agents, which pro-
vides the staff of a Call Center with maximum mobility within the company.
The Mitel 400 Call Center is easy to manage and configure thanks to OIP WebAdmin.
Various monitoring functions, simple statistical evaluations and work group control can
be comfortably implemented using the administration interface.
Mitel 400 CCS is an extension of the Mitel 400 Call Center and offers several possibili-
ties of statistically evaluating the call centre operation. Offline and online reports ena-
ble the call center operator to analyse and optimise call centre operations.
OIP as application interface
Certified third-party manufacturers can, for instance, integrate sector-specific applica-
tions into the MiVoice Office 400 and OpenCom communication environment.
OIP as automaton and alarm system
External alarm systems and building automation equipment (e.g. KNX) are easily mon-
itored through the connection to the communication system. This allows information to
be exchanged in a simple way between the systems. In this way the user can use his
system phone for voice communications and for monitoring external systems.
The I/O service offers a wide range of features which allows very flexible uses and ver-
satile applications. Some of its examples are listed below:
• Alarming equipment for maintenance personnel
• Monitoring of production processes
• Forwarding messages as e-mails
• Connection to building automation systems (KNX)
With the graphical interface (tree structure) events and the relevant actions are easily
linked with one another.
OIP in a networked environment
An OIP server can also be used in an AIN. To do so, it will be linked to the Master. In
addition, several communication systems can also be connected to an OIP server. It is
then possible for instance to obtain network-wide call logging for all the systems, to dis-
