MiVoice Business R. 9.1 Standalone Automatic Call Distribution (ACD)

MiVoice Business R.9.1 Standalone Automatic Call Distribution (ACD)

The MiVoice Business Standalone ACD course covers basic tasks in installation, configuration, troubleshooting and management of a standalone ACD configuration.This course qualifies students with MiVoice Business Standalone ACD certification.It also qualifies students for the MiVoice Business Networked ACD Self-Study course.

Target Group

Technicians, Installers

Requirements

One of the following courses must be successfully completed before registration:

  • MiVoice Business Rel 9.1 Core I+M ILL or RLL
  • MiVoice Business Rel 9.1 System Administration ILL or RLL
  • MiVoice Business Rel 9.1 Networking, Clustering, and Resiliency I+M Update Self-Study
  • MiVoice Business Rel 9.1 Core I+M Update Self-Study

Please note that the trainer cannot spend extra time if these requirements are not met. In this case, the trainer can exclude the participant from the course. In this case, the participant will not receive a certificate and the course and travel expenses will not be refunded.

Note: This course must be successfully completed before registering for the MiVoice Business Networked ACD Self-Study course.

Key Features

The following topics are covered during this training:

  • ACD Overview
  • RAD Announcements
  • Security Settings
  • RAD Announcement Hunt Groups and Phase Timers
  • Mitel IVR RADs
  • ACD Programming Overview
  • Activating ACD on the Mobile Device
  • Standard ACD Agents
  • Hot Desk ACD Agents
  • ACD Agent Skill Groups
  • Programming paths
  • Pause Codes
  • ACD Agent Auto Logout/Absence
  • Path not available- Answer Point
  • Thresholds Alarms
  • Path Priority
  • Group Presänz
  • ACD Skill-Based Routing
  • Dialing from an ACD queue
  • Path overflow
  • Predictive overflows
  • Path Interflow
  • gates
  • ACD Express
  • Maintenance and troubleshooting
  • ACD Licensing
  • ACD Limits and Performance Analysis
  • Interfacing with a contact center manager

Events

Dates on request
Download PDF

Duration

2 Days

Events

Dates on request

Certificate

Mitel Certification

Contact Person

Natalie Frisch

Tel: +49 911 40 905 303
Mobil: +49 163 8528013

natalie.frisch@topbusinessgmbh.com