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OpenScape Contact Center Basic Service Course (OCCENBASCS)

Brief Description

In this course we describe the concepts and the functionalities of OpenScape Contact Center, install and implement the OpenScape Contact Center Main server. We establish the connectivity with the Contact Media Service (CMS) as well as OpenScape Contact Center Analytics and learn the basic configuration of 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 OpenScape Contact Center for Voice media in a simple Windows environment. The participant is also enabled in using the Agent Portal for the features discussed in this course (Voice, Callback, Agent-2-Agent chat) and to work with the user and contact states of OpenScape Contact Center. The co-existence of OpenScape Contact Center and OpenScape UC is also discussed. Optionally, the add-on OpenScape Contact Center Analytics is also discussed.

Dates and Details

Date Location Price Guarant. Event Lang. Seats avail. Cart
Mar 9, 2020 - Mar 13, 2020 DEU  München 
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$ 3,086.44
LCP 56
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Apr 20, 2020 - Apr 24, 2020 DEU  München 
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$ 3,086.44
LCP 56
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Sep 14, 2020 - Sep 18, 2020 DEU  München 
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$ 3,086.44
LCP 56
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Nov 16, 2020 - Nov 20, 2020 DEU  München 
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$ 3,086.44
LCP 56
Event is not guaranteed
#
# #

Description

  • Upgrade from earlier versions to OpenScape Contact Center
  • Overview OpenScape Contact Center
  • Licensing of 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 - with practical exercises
  • Preparing Windows Server for the installation of OpenScape Contact Center - with practical exercises
  • Installing OpenScape Contact Center Main Server - with practical exercises
  • Implementing OpenScape Contact Center in a simple windows environment - with practical exercises
  • Basic Configuration of OpenScape Contact Center for "Voice" media - with practical exercises
  • Basic Configuration of OpenScape Contact Center for "Callback" media - with practical exercises
  • Optional: Installing OpenScape Contact Center Analytics - with practical exercises
  • User handling with the Agent Portal Application of 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

Objectives

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

Prerequisites

  • Good knowledge of
  • Windows server
  • A communication platform (OpenScape Voice, 4000 or Business)
  • Multiline Hunt Groups in OpenScape Voice
  • UCD functionality in OpenScape Business
  • ACD functionality and CSTA server inOpenScape 4000
  • Basic Knowledge of
  • openSUSE Linux

Notice

  • 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 V9 R2 FP00.

Service

You have questions about this course? We would like to help you.

Target Group

  • Partner technicians installing and maintaining OpenScape Contact Center, Unify Go technicians
  • Customer that maintain OpenScape Contact Center themselves

Duration

  • 5.00 days



 

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