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Automatic Call Distribution in OpenScape 4000, ACD Principles (OS4ACD1SCS)

Brief Description

Automatic Call Distribution in HiPath 4000, ACD Principles is a course for technicians and self maintenance. The objectives are simple and advanced ACD routing in OpenScape 4000 for the scenarios used by OpenScape Contact Center and configuring and connecting the XMU+ announcement device. As an alternative the participant learns how to provide announcements and music via SoftGate. In addition, this course gives a brief introduction into the OpenScape 4000 CSTA Server. After having completed this course, the participant fulfills the requirements for OpenScape Contact Center.

Description

  • Basic ACD routing
  • Advanced ACD routing
  • Configuring announcement and music via XMU+
  • Configuring announcement and music via SoftGate
  • ACDAPP and ACD Administrator until HiPath 4000 V5
  • Basics of the OpenScape 4000 CSTA Server

Objectives

  • The participant is able to
  • Configure simple and advanced ACD routing in the OpenScape 4000
  • Understand the configurations and settings for OpenScape Contact Center
  • Deploy music and announcements via SoftGate
  • Configure OpenScape 4000 CSTA Server for OpenScape Contact Center

Prerequisites

  • OpenScape 4000 administration and routing

Service

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Target Group

  • Technicans, administrators and self maintenance

Duration

  • 3.00 days

Curricula

This course is related to the following curricula:




 

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