Academy
 
Register

OpenScape Contact Center Manager Administration (OCCADMIN)

Waiting List

Currently no dates are available.

You can add yourself to the waiting list.
Add to Waiting List
Prices

Description

  • This instructor led webinar course will be delivered in 4 to 5 hour session for 5 consecutive days. This course is designed for Contact Center System Administrators, Managers, Supervisors and Designers who need a better understanding of OpenScape Contact Center Manager. This course describes in detail the common features for OpenScape Contact Center Manager. The student will complete configuration tasks in the Manager Application for contact centers using Group Based Routing and Skills Based Routing.

Objectives

  • Upon completion of this course, the student will be able to perform the following tasks:
  • Describe the features of OpenScape Contact Center Manager for Group based and Skills based Routing
  • Access and log on to the Manager Application
  • Identify the icons on the Toolbar and use the Menu bar to access information in the Manager Application
  • Identify and configure the components related to Users, Skills, Groups, Virtual Groups and the Client Desktop application in the Administration Center
  • Identify the Switch Resources and Config Synchronization configured in the Telephony Center
  • Identify and configure the Destinations and Views used to display Real-Time information on the Broadcaster and Wallboards using the Broadcast Center
  • Identify and configure the components used to configure the Routing Strategy and the Queue Processing flows in the Design Center.
  • Identify and oonfigure the Components used for Call Director.
  • Identify and configure the components and resources used to process Callbacks
  • Request and configure Real-Time, Cumulative, and Historical Reports using the Report Center
  • Request Activity Reports for Users, Source and Scheduled Callbacks

Prerequisites

  • Student requirements are as follows. If you are installing or have installed:
  • OSV - There are no additional prerequiste courses if you have Contact Center installed on the OSV solution.
  • HiPath 4000/OpenScape 4000, you are required to have taken OS4ACDADM - OpenScape 4000 ACD Administration. This course also covers the HiPath 4000. The OS4ACDADM is available to enrollees of this class at no charge.
  • It is recommended that the student also:
  • Read and be familiar with the OpenScape Contact Center V9 Overview Guide
  • Have a good understanding of your company Contact Center Operation

Notice

  • This course does NOT include Reporting Analysis - this can be found in OCCREPORTS.
  • This course does NOT include configuration information on E-mail, Chat, Networking, Central Reporting, or Multi-Tenancy.
  • This course does NOT include the Advanced Features using Contact Data or Directories
  • This course applies to V7, V8 and V9 customers.

Service

You have questions about this course? We would like to help you.

Target Group

  • This course is recommended for Contact Center System Administrators, Managers, and Supervisors. This course is also recommended for OpenScape Contact Center Designers.

Duration

  • 5.00 days

Curricula

This course is related to the following curricula:




 

Your Selection   (empty)

 

Certification Program

 

Web-based training