Mitel OpenScape Contact Center Basic Service Course - OCCENBASCS

In this course we describe the concepts and the functionalities of Mitel OpenScape Contact Center,  install and implement the Unify OpenScape Contact Center Main server. We establish the connectivity with the Contact Media Service (CMS) as well as Mitel OpenScape Contact Center Analytics and learn the basic configuration of Mitel OpenScape Contact Center  for voice and callback media theoretically and practically. This includes for  example configuring simple Voice Routing Strategies and Queue Processing (without accessing  external databases or custom functions). Furthermore, the participant learns how to maintain,  backup, patch and troubleshoot Mitel OpenScape Contact Center for Voice media in a simple Windows  environment. The participant is also enabled in using the Agent Portal Web for the  features discussed in this course (Voice, Callback, Agent-2-Agent chat) and to work with the user and contact states of Mitel OpenScape  Contact Center. The coexistence of Mitel OpenScape Contact Center and Mitel OpenScape UC is also discussed. Optionally, the add-on Mitel OpenScape Contact Center Analytics is also discussed.

The participant is able to

• Describe the concepts and the functionalities of MItel OpenScape Contact Center,
• Install and Implement the Unify OpenScape Contact Center  server and to establish the  connectivity with  the Contact Media Service (CMS) and MItel OpenScape Contact Center Analytics,
• Do the basic configuration of Mitel OpenScape Contact Center  for voice media,
• Do the basic configuration of Mitel OpenScape Contact Center for callback media,
• Configure simple Voice Routing Strategies and Queue Processing (without accessing external  databases or custom functions),
• perform tasksk like maintain, backup, patch and troubleshoot Mitel OpenScape Contact Center  for voice and callback media in a  simple Windows environment.
• Use and use and explain the Agent Portal Web capabilities for the features discussed in this course (Voice, Callback, Agent-2-Agent Chat).
• Work with the user and contact states of Mitel OpenScape Contact Center.

• Upgrade from earlier versions to Mitel OpenScape Contact Center
• Overview Mitel OpenScape Contact Center
• Licensing of Mitel OpenScape Contact Center, obtaining licenses from CLS, licensing for Contact Media Service (CMS)
• Configuration of a communication platform of your choice - with practical exercises
• Installing and configuring CMS V10 - with practical exercises
• Preparing Windows Server for the installation of Mitel OpenScape Contact Center  - with practical  exercises
• Installing Mitel OpenScape Contact Center  Main Server - with practical exercises
• Implementing Unify OpenScape Contact Center  in a simple windows environment - with practical  exercises
• Basic Configuration of Mitel OpenScape Contact Center for "Voice" media  - with practical exercises
• Basic Configuration of Mitel OpenScape Contact Center for "Callback" media  - with practical exercises
• Optional: Installing Mitel OpenScape Contact Center Analytics -  with practical exercises
• User handling with the Agent Portal Application of Mitel OpenScape Contact Center (Voice, Callback, Agent-2-Agent chat)   - with  practical exercise
• Backups - with practical exercises
• Diagnostic files, maintenance, and automated patches - with practical exercises

Good knowledge of

• Windows server
• A communication platform (Unify OpenScape Voice, 4000 or Business)
• Multiline Hunt Groups in MItel OpenScape Voice
• UCD functionality in Mitel OpenScape Business
• ACD  functionality and CSTA server in Unify OpenScape 4000

Basic Knowledge of

• openSUSE Linux

• It is essentially for the understanding of this course, that  the participant knows the ACD, UCD or hunt group routing mechanisms of his communication  platform.
• Product Version: OSCC V10 R4