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OpenScape Contact Center Advanced Service Course (OCCENAVSCS)

Brief Description

In this course we explain skills-based routing and configure it in practical exercises. Complex voice media routing scenarios with Custom Functions and Call Director components will be discussed and configured including routing scenarios with database components. Participants will also be enabled to work with multitenant systems and with different time zones. The media types e-mail, web interaction (including web collaboration, web callback and VXML) and OpenMedia (including Facebook connector)will be explained and configured in practical exercises. Handling of contacts of these media types with the Client Desktop application is also part of the training. Further more we discuss the following topics: Integration with OpenScape FM, IT-security, auxiliary servers and interfaces.

Dates and Details

Date Location Price Guarant. Event Lang. Seats avail. Cart
Dec 16, 2019 - Dec 20, 2019 DEU  München 
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$ 3,251.79
LCP 59
Event is guaranteed
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Jan 27, 2020 - Jan 31, 2020 GBR  Milton Keynes 
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£ 2,513.93
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Available seats: 5
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Feb 17, 2020 - Feb 21, 2020 DEU  München 
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$ 3,251.79
LCP 59
Event is not guaranteed
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May 4, 2020 - May 8, 2020 DEU  München 
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$ 3,251.79
LCP 59
Event is not guaranteed
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May 4, 2020 - May 8, 2020 DEU  München 
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$ 3,251.79
LCP 59
Event is not guaranteed
#
# #
Aug 3, 2020 - Aug 7, 2020 DEU  München 
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$ 3,251.79
LCP 59
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Nov 23, 2020 - Nov 27, 2020 DEU  München 
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$ 3,251.79
LCP 59
Event is not guaranteed
#
# #

Description

  • Configuring Skills-Based Routing, Skill Scoring, Call Distribution Scenarios - with practical exercise
  • Designing complex routing scenarios for Voice media, including Call Director, Custom Functions and Data Directed Routing - with practical exercises
  • Multi tenancy
  • Multiple time zones
  • Configuring connectivity with a corporate e-mail server, routing and scenarios for e-mail media - with practical exercise
  • Handling e-mails - with practical exercise
  • Installing a the components for Web Interaction - with practical exercise
  • Configuring the routing of Web contacts - with practical exercise
  • Handling web collaboration contacts - with practical exercise
  • Configuring the routing of OpenMedia contacts - with practical exercise
  • Handling OpenMedia contacts - with practical exercise
  • Configuring the Facebook connector
  • Additional web features: Web callback and VXML
  • Windows Policies, Implementing IT Security within OpenScape Contact Center - with practical exercise
  • Auxiliary Server - with practical exercise
  • Integrate OpenScape Contact Center with OpenScape FM - with practical exercise
  • Overview on Interfaces

Objectives

  • The participant is able to
  • Configure and explain Skills-Based Routing
  • Design complex Voice media routing scenarios with Custom Function and Call Director components
  • Design routing scenarios with database components
  • Work with multitenant systems
  • Work with different time zones
  • Configure contact routing for e-mail media
  • Handle e-mails with the client desktop
  • Install the default samples for web interaction
  • Configure contact routing for Web media
  • Handle web interaction contacts with the client desktop
  • Configure contact routing for OpenMedia
  • Handle OpenMedia contacts with the client desktop
  • Configure the Facebook connector
  • Integrate OpenScape Contact Center with OpenScape FM
  • To implement IT-Security within OpenScape Contact Center
  • To work with auxiliary servers
  • The participant knows as an overview what possibilities are provided by interfaces to customize OpenScape Contact Center

Prerequisites

  • Course OCCENBASCS or equivalent knowledge

Notice

  • It is mandatory that you have a valid MyTraining account, and, that you remember your password. This is needed for the exam at the last day of this course.

Service

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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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Certification Program

 

Web-based training