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Atos Unify OpenScape Enterprise express Contact Center part (OEEOCC1SCS)

Description

  • Concepts of and functionality provided by OpenScape Contact Center
  • Voice media routing
  • Call Director steps
  • Contact data and database functions
  • Elements of reporting
  • Client desktop application
  • LDAP directory and OpenScape UC presence integration
  • Wallboards
  • Skills based routing
  • Callback media
  • E-mail media
  • Web collaboration media
  • Interfaces of OpenScape Contact Center
  • Basic maintenance tasks

Objectives

  • 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

  • Knowledge of the Server operating system Windows Server
  • Course OEEINSTSCS OpenScape Enterprise Express Installation and Provisioning

Service

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Target Group

  • Technicians
  • Administrators
  • Advanced supervisors

Duration

  • 4.00 days

Curricula

This course is related to the following curricula:




 

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