Mitel OpenScape Contact Center Dialer V11 - Update Training for Service and Solution Architects (OCCV11DUDS)

Brief Description

In Mitel OpenScape Contact Center V11, the Mitel OpenScape Contact Media Service has been expanded to include an outbound dialer component and the corresponding elements of its administrative processing. Further improvements have been implemented in the Contact Media Service to support call processing in the context of out-dialing campaigns, such as the definition of VoiceXML, interfaces from Mitel OpenScape Contact Center, connectivity via REST SDK with Mitel OpenScape Contact Center and an internal interface to the CMS Voice Portal. The campaign call can be processed in two modes, either (i) with Mitel OpenScape Contact Center integration or (ii) under the master control of a CMS Voice Portal IVR, with the latter providing access to the great variety of all Application Builder features such as TTS, ASR and integration features that include a second way of interacting with Mitel OpenScape Contact Center. The reporting for the dialer activities is provided by Mitel OpenScape Contact Center Analytics.