Atos Unify OpenScape Enterprise express Contact Center part (OEEOCC1SCS)
Description
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Concepts of and functionality provided by OpenScape Contact Center
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Voice media routing
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Call Director steps
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Contact data and database functions
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Elements of reporting
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Client desktop application
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LDAP directory and OpenScape UC presence integration
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Wallboards
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Skills based routing
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Callback media
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E-mail media
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Web collaboration media
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Interfaces of OpenScape Contact Center
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Basic maintenance tasks
Objectives
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Enabling participants in:
- understanding concepts of and functionality provided by OpenScape Contact Center
- configuring the routing for voice media in the communication platform and in OpenScape Contact Center
- working with Call Director steps during routing and queue processing
- working with contact data and including database functions during routing and queue processing
- scheduling, running and viewing reports
- working with the client desktop application
- integrating an LDAP directory and OpenScape UC presence states
- configuring wallboards
- using skills based routing
- configuring, scheduling and handling callbacks
- configuring the routing for e-mails and handling e-mails
- configuring the routing for web collaboration and handling web collaboration
- understanding the functionality provided by the various interfaces of OpenScape Contact Center
- running basic maintenance tasks like backup and restore
Prerequisites
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Knowledge of the Server operating system Windows Server
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Course OEEINSTSCS OpenScape Enterprise Express Installation and Provisioning
Service
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Target Group
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Technicians
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Administrators
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Advanced supervisors
Curricula
This course is related to the following curricula:
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