MiCC Business Installation & Maintenance R. 10.2 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.

After completion of this course the MiContact Center (MiCC) rel. 10.1 Technical Certification Completed, the competency MiContact Center Business (MiCC) rel 10.1 Technical and access to support are granted.

Target Group

Technicians, Installers

Requirements

• MiCC Business for MiVoice Business Primer Self Study
• Knowledge of networking and SIP

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.

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 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.

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 IVR

• 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 IVR

• 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

Events

Dates on request

Events

Dates on request

Duration

Funding

Certificate

Mitel Certification

Contact Person