MiCC Business Installation & Maintenance R. 9.3 on MiVoice Business

The MiCC Business I&M on MiVoice Business course is aimed at technicians, installers who want to be certified in MiContact Center Business(on MiVoice Business) and its related applications.

Upon completion of the required tests, the participant will be certified for MiCC Business on MiVoice Business.

Target Group

Technicians ,Installers


  • Knowledge of networking and SIP
  • MiVoice Business Core I&M
  • MiVoice Business internal ACD

Your Benefits

You will also gain a detailed understanding of the Contact Center Management architecture, media server configuration, and the best practices for maintaining your software. Upon completion of the required tests, the participant will be certified for MiCC Business R. 9.3.



Key Features

The following topics are covered during this training:

Day 1 - Overview and Installation

  • Installing the software
  • Provisioning of the contact center
  • Exercise

Day 2 - Basic ACD

  • Licensing the IVR
  • Overview of the different Ports and how they are created
  • Overview of the Workflow Interface
  • Creation of an Inbound Work Flow and assigning Endpoints
  • Overview of basic IVR Activities. This also includes:
  • The basic Conditions (ANI, DNIS, Mode of Operation, Queue, Redirect and Schedule)
  • The basic Activities (reply, delay, e-mail, forward, hang up, menu, play, record, transfer)
  • Creation of Inbound work flow scenarios to provide hands-on experience

Day 3 - Advanced ACD

  • Advanced IVR overflow, including:
  • Variables. What they are, how to create and use them and the Set Variable and Compare Variables activity
  • Collected Digits
  • Query and Data Providers
  • Execute
  • Prompt Creation
  • Language Activity
  • Management Plan
  • Rules
  • Subroutines
  • Callbacks
  • RAD Workflows
  • InQueue Routing (UPiQ and other options)
  • Music on Hold
  • Voice Recognition and TTS
  • IVR Architecture and Logging
  • Remote Server Updates
  • More hands-on inbound IVR routing scenarios

Day 4 - Clients and Multimedia

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

Day 5 - Practical Evaluation

  • Answering all open questions
  • Practical test


Date and VenuePrice incl. V.A.T.V.A.T. 
01.02.2021 - 05.02.2021 Hybrid Course: ILL & RLL
3.474,80 EUR
19,00 %
07.06.2021 - 11.06.2021 Hybrid Course: ILL & RLL
3.474,80 EUR
19,00 %
PDF Download


5 days


Hybrid Course: ILL & RLL
01.02.2021 - 05.02.2021
Language: German

07.06.2021 - 11.06.2021
Language: German


Mitel Certification

Contact Person

Natalie Frisch
Tel.: +49 911 40 905 303
Mobil: +49 163 8528013