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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	Seats avail.
Dec 16, 2019 - Dec 20, 2019	DEU M�nchen	Please login to display your price $ 3,251.79 LCP 59	Event is guaranteed
Jan 27, 2020 - Jan 31, 2020	GBR Milton Keynes	Please login to display your price � 2,513.93	Event is not guaranteed	Available seats: 5
Feb 17, 2020 - Feb 21, 2020	DEU M�nchen	Please login to display your price $ 3,251.79 LCP 59	Event is not guaranteed
May 4, 2020 - May 8, 2020	DEU M�nchen	Please login to display your price $ 3,251.79 LCP 59	Event is not guaranteed
May 4, 2020 - May 8, 2020	DEU M�nchen	Please login to display your price $ 3,251.79 LCP 59	Event is not guaranteed
Aug 3, 2020 - Aug 7, 2020	DEU M�nchen	Please login to display your price $ 3,251.79 LCP 59	Event is not guaranteed
Nov 23, 2020 - Nov 27, 2020	DEU M�nchen	Please login to display your price $ 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

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