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OpenScape Contact Center Enterprise for Solution Architects (OCCENTPSVC)

Brief Description

This course is the advanced part of Solution Architect training for OpenScape Contact Center. The participant learns about the concepts, applications, implementation and integration capabilities of OpenScape Contact Center Enterprise, including skill-based routing, multimedia, social media, and AI integration.

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Description

  • Overview and repetition of the basic concepts of OpenScape Contact Center
  • Features of OSCC Enterprise
  • Skill Based Multimedia Routing (Voice, Callback, Email, Chat, OpenMedia)
  • Integration with OpenScape 4000 and OpenScape Voice
  • Outbound and WebChat Routing
  • OpenMedia and Chatbot
  • High Availability and Central Reporting Server
  • Multitenancy and Redundancy
  • Call Director and Contact Media Service
  • Overview of integration interfaces and Professional Services
  • Implementation framework for OSCC Enterprise
  • Marketing structure OSCC Enterprise
  • Practical exercise for Routing configuration

Objectives

  • knows the concepts, applications and integration possibilities of OpenScape Contact Center Enterprise Version
  • knows the features of the solution and its connection with OpenScape 4000 and OpenScape Voice
  • is familiar with Skill Based Multimedia Routing and can configure simple Routing Strategies for mediatype voice
  • knows the implementation framework for OpenScape Contact Center (OSCC) Enterprise

Prerequisites

  • Participation of the course module OpenScape Contact Center Basics for Solution Architects (OCCBAS1SVC) and its prerequisites

Notice

  • This course (2 days or 4x3h SVU) is a follow up module of the course OpenScape Contact Center Basics for Consulting.

Service

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Target Group

  • Solution Architects

Duration

  • 2.00 days



 

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