Mitel OpenScape Contact Center Administrations Course - OCCADMISCU

This course will cover the concepts and operation of OpenScape Contact Center, discuss the routing of language media in the platform and OpenScape Contact Center, and practice configuration. Simple voice routing is enhanced with Call Director steps in the routing and queuing, as well as the integration of contact information and working with database functions. It also covers how you can schedule, view, and execute reports. The use of the Client Desktop for more effective editing of contact data, in particular in connection with the integration of LDAP directories and presence integration is discussed in detail and practically practiced. In addition, wall displays for displaying real-time information for agents are also discussed. The functionality and configuration of skill-based routing is discussed and practiced. In addition to voice media, we also discuss and practice callback configuration and scheduling, as well as working out and working with e-mails, and routing and working with web collaboration contacts. Finally, we will discuss the functionality of the OpenScape Contact Center interfaces and basic maintenance functions.

Enabling participants in:

• understanding concepts of and functionality provided by OpenScape Contact Center
• configuring the routing for voice media in the communication platform and in OpenScape Contact Center
• working with Call Director steps during routing and queue processing
• working with contact data and including database functions during routing and queue processing
• scheduling, running and viewing reports
• working with the client desktop application
• integrating an LDAP directory and OpenScape UC presence states
• configuring wallboards
• using skills based routing
• configuring, scheduling and handling callbacks
• configuring the routing for e-mails and handling e-mails
• configuring the routing for web collaboration and handling web collaboration
• understanding the functionality provided by the various interfaces of OpenScape Contact Center
• running basic maintenance tasks like backup and restore

• Concepts of and functionality provided by OpenScape Contact Center
• Voice media routing
• Call Director steps
• Contact data and database functions
• Elements of reporting
• Client desktop application
• LDAP directory and OpenScape UC presence integration
• Wallboards
• Skills based routing
• Callback media
• E-mail media
• Web collaboration media
• Interfaces of OpenScape Contact Center
• Basic maintenance Tasks

• Knowledge of the Server operating system Windows Server
• Basic knowledge of the communication platform used