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 and with Multiple Contact Handling. The media types e-mail, web interaction (including web collaboration, web callback and VXML and the Web Interaction REST SDK) and OpenMedia (including Facebook and Twitter connector)will be explained and configured in practical exercises. Handling of contacts of these media types with the Agent Portal Web application is also part of the training. Further more we discuss the following topics: Integration with OpenScape FM, IT-security, auxiliary servers and interfaces.
Description
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Configuring Skills-Based Routing, Skill Scoring, Call Distribution Scenarios - with practical exercise.
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Designing complex routing scenarios for Voice media, including Call Director, Custom Functions and Data Directed Routing - with practical exercises.
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Multi tenancy.
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Multiple time zones.
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Configuring connectivity with a corporate e-mail server, routing and scenarios for e-mail media - with practical exercise.
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Handling e-mails with Agent Portal Web - with practical exercise.
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Installing the components for Web Interaction - with practical exercise.
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Installing the Web Interaction REST SDK package - with practical exercise.
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Configuring the routing of Web collaboration contacts - with practical exercise.
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Handling web collaboration contacts ith Agent Portal Web - with practical exercise.
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Configuring the routing of OpenMedia contacts - with practical exercise
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Handling OpenMedia contactswith Agent Portal Web - with practical exercise.
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Multiple Contact Handling.
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Configuring the Facebook and the Twitter connector.
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Additional web interaction features: Web callback and VXML.
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Windows Policies, Implementing IT Security within OpenScape Contact Center - with practical exercise.
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Auxiliary Server - with practical exercise.
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Integrate OpenScape Contact Center with OpenScape FM - with practical exercise.
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Overview on Interfaces.
Objectives
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The participant is able to:
- Configure and explain Skills-Based Routing.
- Design complex Voice media routing scenarios with Custom Functions, Database components and Call Director components.
- Work with multi tenant systems.
- Work with different time zones.
- Configure contact routing for e-mail media.
- Work with the e-mails tools in the Agent Portal Web.
- Install the default samples for web interaction.
- Install the components of the Web Interaction REST SDK.
- Configure contact routing for Web Collaboation media
- Handle web interaction contacts with the Agent Portal Web
- Configure contact routing for OpenMedia
- Handle OpenMedia contacts with the Agent Portal Web.
- Configure the Facebook or Twitter 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
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Course OCCENBASCS or equivalent knowledge
Notice
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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
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Partner technicians installing and maintaining OpenScape Contact Center, Unify Go technicians
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Customer that maintain OpenScape Contact Center themselves
Curricula
This course is related to the following curricula:
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