Unify OpenScape Contact Center Enterprise for Solution Architects (OCCENTPSVC)
Brief Description
This course is the advanced part of Solution Architect training for Unify OpenScape Contact Center. The participant learns about the concepts, applications, implementation and integration capabilities of Unify OpenScape Contact Center Enterprise, including skill-based routing, multimedia, social media, and AI integration.
Description
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Overview and repetition of the basic concepts of Unify OpenScape Contact Center
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Features of Unify OpenScape Contact Center Enterprise
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Skill Based Multimedia Routing (Voice, Callback, Email, Chat, OpenMedia)
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Integration with Unify OpenScape 4000 and Unify OpenScape Voice
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Outbound and WebChat Routing
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OpenMedia and Chatbot
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High Availability and Central Reporting Server
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Multitenancy and Redundancy
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Call Director and Contact Media Service
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Overview of integration interfaces and Professional Services
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Implementation framework for Unify OpenScape Contact Center Enterprise
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Marketing structure of Unify OpenScape Contact Center Enterprise
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Practical exercise for Routing configuration
Objectives
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knows the concepts, applications and integration possibilities of Unify OpenScape Contact Center Enterprise Version
- knows the features of the solution and its connection with Unify OpenScape 4000 and Unify OpenScape Voice
- is familiar with Skill Based Multimedia Routing and can configure simple Routing Strategies for mediatype voice
- knows the implementation framework for Unify OpenScape Contact Center (OSCC) Enterprise
Prerequisites
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Participation of the course module Unify OpenScape Contact Center Basics for Solution Architects (OCCBAS1SVC) and its prerequisites
Notice
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This course (2 days or 4x3h SVU) is a follow up module of the course Unify OpenScape Contact Center Basics for Consulting.
Service
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Curricula
This course is related to the following curricula:
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