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OpenScape Contact Center Enterprise best practice (OCCBPRASCS)

Brief Description

This course deals with provisioning customer specific solution based on the open (i.e. not explicitly licensed) interfaces of OpenScape Contact Center below the SDK level. Among the interfaces and techniques covered in this course are: Customizing the default web pages and working with the underlying interfaces, Using OpenLDAP as telephone book for OpenScape Contact Center, Using the scripting interface to support contact handling for incoming and outgoing contacts, Extended database dependent routing, Programming a Screen Pop API program, Programming a custom routing DLL. In addidion a small overview on the integration of social media is given.

Description

  • Customizing the default web pages and working with the underlying interfaces
  • Using OpenLDAP as telephone book for OpenScape Contact Center
  • Using the scripting interface to support contact handling for incoming and outgoing contacts
  • Extended database dependent routing
  • Programming a Screen Pop API program
  • Programming a custom routing DLL
  • Social Media Integration overview

Objectives

  • The participant learns the following techniques:
  • Customizing the default web pages and working with the underlying interfaces
  • Using OpenLDAP as telephone book for OpenScape Contact Center
  • Using the scripting interface to support contact handling for incoming and outgoing contacts
  • Extended database dependent routing
  • Programming a Screen Pop API program
  • Programming a custom routing DLL
  • Social Media Integration overview

Prerequisites

  • Openscape Contact Center on an expert level, profound general knowledge of the corresponding IT environments (i.e. Windows, Linux, IP, web server architecture, databases, programming, ...), Basic knowledge of a programming language e.g. Visual Basic or C++

Service

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Target Group

  • Advanced Service Technicians, Professional Services, System Integrators with technical background

Duration

  • 5.00 days

Curricula

This course is related to the following curricula:




 

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