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Mitel OpenScape Contact Center Social Media Integration (OCCSMINSCS)

Brief Description

Goal of this course is to learn everything about the social media features of Mitel OpenScape Contact Center. The participant will learn how to configure and maintain the feature set and the interface with the Facebook Twitter, and WhatsApp connector. In addition we will also train the virtual agents for Chatbot integration of Mitel OpenScape Contact Center. To get a deep knowledge, the participant will get the chance to go through course related practical exercises.

Description

Social media integration of Mitel OpenScape Contact Center
End to end setup of the Facebook connection
End to end setup of the Twitter connection
(Terminated. Will be available again End of 2023) End to end setup of the WhatsApp connection
JSON interface
Setup of the virtual agent integration for Chatbot

Objectives

Social media integration of OSCC
End to end setup of the Facebook connection
End to end setup of the Twitter connection
JSON interface
Setup of the virtual agent integration for Chatbot

Prerequisites

OSCC V10 on an expert level
Understanding of JSON and XML data structures.
HTTPS encryption of Apache and Tomcat web servers.
Layers of a web server architecture (transport, application, data, core).

Notice

Social media Integration of Mitel OpenScape Contact Center with Facebook, Twitter, WhatsApp and JSON interface.
Important: The Mitel OpenScape Contact Center development is currently developing a new WhatsApp integration that does not require an external broker. This is expected to be made available with Mitel OpenScape Contact Center V11 R2 or a fix release for it in 2023. Until then, the WhatsApp integration cannot be covered in the training.
We train the end-to-end setup of this integration with Facebook, Twitter ans WhatsApp with practical exercise and discuss the capabilities of the JSON interface.
Please note that the WhatsApp integration will only be discussed, after it has been officially released.
In addition we train the setup of the virtual agents for Chatbot integration.