MiCC Business Installation and Maintenance R. 10.1 OpenSIP (on MiVO 400)

The MiCC Business I&M Open SIP (on MVO 400) course is aimed at technicians, installers who want to be certified in MiContact Center (Open SIP) and the associated applications.

After successful completion of the course the participant will be receive the competence MiContact Center Business (MiCC) OpenSIP rel 10.1 Technical and will have access to support.

Target Group

Technicians, Installers

Requirements

• MiVoice Office 400 latest release
• Knowledge in networking and SIP

Methods

Instructor Leader Led/ILL: Physical classroom environment

Remote Leader Led/RLL: Virtual classroom environment

Hybrid: ILL or RLL. You can attend the course on-site or remotely.

Equipment and Setup Requirements for Remote Leader Led Training:

• One telephone capable of hands-free or headset operation with mute capability. This will be used for Audio Conferencing.
• Two PCs or one PC with dual screens. One will be for the web session and the other is for ESM and documentation access.
• Four Mitel SIP Phones (68/69xxi series).
• One Layer 2, PoE Switch to support the IP Phones High Speed Internet connection. 2 Mbps download and 400 Kbps upload minimum recommended speeds. A Mitel/Aastra power supply for the SIP phone is also acceptable.
• Web Camera is required for the monitored exam on the last day of the course

Equipment for class needs to be set up in a quiet environment for the best learning experience. Students must also have access rights to install software on the PC(s) for purposes of the lab environment. Notification and information regarding Teleworker IP addressing and URLs will be communicated to the student by the Instructor prior to class start date. A test procedure will be included in this information to ensure all communication requirements will be met.

Key Features

The following topics are covered during this training:

Day 1 - Overview and Installation

• Overview MiCC Open SIP
• Preparing the MiVoice Office 400
• Installing the software
• Provision of the contact center
• YSE Overview

Day 2 - Basic IVR

• Overview of the workflow interface
• Creating and creating a customer environment
• Creating an inbound workflow and assigning endpoints
• Overview of the basic IVR activities. This also includes:
• The basic conditions (ANI, DNIS, Mode of Operation, Queue, Redirect and Schedule)
• Creation of inbound workflow scenarios to provide practical experience

Day 3 - Advanced IVR

Advanced IVR, including:

• What they are, how to create and use them and the activity Set Variable and Compare Variable
• Collected digits.
• Query and data provider
• Prompt creation
• Linguistic activity
• Management plan
• Rules
• Subroutines
• Callbacks
• music on hold
• Speech Recognition and TTS
• IVR architecture and logging
• Creating Further Inbound Scenarios

Day 4 - Clients and Multimedia

• The Ignite Client Agent
• The Contact Center Client - Supervisor
• CCWeb Client for reports and statistics
• multimedia
• Creation of e-mail and chat media servers
• Maintenance, Backup, Restore, Update
• Practical exercises for the clients

Day 5 - Practical evaluation

• Answering open questions
• Practical test

Events

Dates on request

Duration

Events

Dates on request

Certificate

Mitel Certification

Contact Person