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 by Call Director steps in routing and queuing, as well as by integrating 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 handling of contact data, in particular in connection with the integration of LDAP directories and presence integration is discussed in detail and practiced extensively. 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 emails, and routing and working with web collaboration contacts. The concluding discussion includes the functionality of the OpenScape Contact Center interfaces and basic maintenance functions.
Enabling participants in: