Mitel OpenScape Contact Center Administrations Course (OCCADMISCU)

Brief Description

This course covers the concepts and how Mitel OpenScape Contact Center works, discusses routing of voice media in the platform and in Mitel OpenScape Contact Center, and explains the configuration. The simple voice routing is expanded by Call Director steps in the routing and queue processing as well as through the integration of contact data and working with database functions. It also covers how to plan, display, and execute reports. The use of the Agent Portal Web for the more effective handling of contact data, in particular in connection with agent-2-agent chat and presence integration, is discussed in detail and practically practiced. The unctionality and configuration of skills-based routing is discussed and practiced. In addition to voice media, we also discuss how to plan callbacks, work with callbacks, discuss routing of and working with e-mails, routing of and working with Web Collaboration contacts, and routing of and working with OpenMedia contacts and train these topics practically. This discussion is complemented by a presentation of the Web Interaction REST SDK. The course is completed by a discussion of the OpenScape Contact Center interfaces and basic maintenance functions.