In this course we explain skills-based routing and configure it in practical exercises. Complex voice media routing scenarios with Custom Functions and Call Director components will be discussed and configured including routing scenarios with database components. Participants will also be enabled to work with multitenant systems and with different time zones. The media types callback (including outbound), e-mail and web interaction (including web collaboration, web callback and VXML) will be explained and configured in practical exercises. Handling of contacts of these media types with the Client Desktop application is also part of the training. Further more we discuss the following topics: Integration with HiPath FM, IT-security, auxiliary servers and interfaces.
The participant is able to
Course OCCENBASCS or equivalent knowledge
It is mandatory that you have a valid MyTraining account, and, that you remember your password. This is needed for the exam at the last day of this course.