Mitel OpenScape Contact Center Basic Service Course (OCCENBASCS)

Brief Description

In this course we describe the concepts and the functionalities of Mitel OpenScape Contact Center, install and implement the Mitel 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.