Atos Unify OpenScape Contact Center Manager Administration (OCCADMIN)

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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.

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

This course is delivered at the latest software level which is V11. Please note prior releases of V10 and other older releases student can attend this course.
This course does not include Reporting Analysis.
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

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

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