MiVoice Business R. 9.3 Standalone Automatic Call Distribution (ACD)

The MiVoice Business R. 9.3 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 9.3 Core I+M or MiVoice Business Rel 9.3 Core I+M Update Self-Study
  • MiVoice Business Rel 9.3 Networking, Clustering, and Resiliency I+M

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.

Methods

RLL/ILL

Equipment Requirements 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 MiNet Phones (69xx-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.
  • 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. NOTE: The prerequisites must be completed before class enrollment.

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 Presence
  • 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

Duration

2 Days

Events

Dates on request

Certificate

Mitel Certification

Contact Person

Natalie Frisch

+49 911 40 905 303

+49 163 8528013

natalie.frisch@topbusinessgmbh.com