Agent Portal (Mitel Networks)

Mitel Agent Portal is a screen pop application that co-ordinates the delivery of voice calls and relevant data screens to agent desktops.

Mitel Agent Portal is a screen pop application that co-ordinates the delivery of voice calls and relevant data screens to agent desktops. This identifies the caller to the agent before the call is answered and provides the agent with important information specific to the client calling, to allow for quick call resolution.

Agent Portal can be integrated with a custom Interactive Voice Response (IVR) system to allow data to be transmitted from the IVR to the Agent Portal client screen pop.

Agent Portal software application can not only be used in conjunction with the Mitel Customer Interaction Solutions suite, but can also be deployed as a stand-alone application.

It can be used to monitor activity across all controllers, and provide screen pop information in a multi-node environment. It can integrate and share data with:

    • Text editor (Call Pad)
    • Microsoft Outlook
    • Dynamic Data Exchange (DDE), such as Microsoft Excel®
    • Active Server Page (ASP) scripts – the Mitel Agent Portal Client application can be used to send data to a third-party application that supports ASP pages.
    • Command-line arguments – the Agent Portal Client application can be used to send data to a third-party application that supports command line arguments.
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