TOP LOC 132023 MiContact Centre Administration for End-User

MiCC Enterprise is a multi-award winning contact centre solution that provides consistent, efficient and reliable customer care across all media. MiCC Enterprise applications enable enhanced, personalised communication between your business and customers.

This course equips delegates with skills to competently and confidently configure and manage MiCC Enterprise contact center solution.

Target Group

The course is designed for end-users in IT and contact centre environments who require a technical and detailed understanding of the MiCC Enterprise solution.

Requirements

Basic understanding of the different operating systems and applications

Your Benefits

After attending the course the administrator will be able to use, configure and manage the features and understand their applications and benefits

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.
• Four Mitel SIP Phones (68xxi 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.

Further information will be provided prior to the start of the course.

Key Features

Day 1

• MiCC Enterprise Product Overview
• MiCC OAS Overview
• MiCC Enterrpise Skill based Contact Center
• MiCC Enterprise Installation Overview

Day 2

• MiCC Enterprise Licensing/ELM
• MiCC Enterprise Initial Configuration
• MiCC Enterprise Advanced Configuration
• MiCC Contact Center Properties

Day 3

• MiCC Enterprise Front End Applications
• MiCC Enterprise Configuration Manager
• MiCC Enterprise Agent
• MiCC Information Manager

Day 4

• MiCC Enterprise Report Manager
• MiCC Enterprise Routing and Scripting
• MiCC Enterprise Backup and Restore Overview
• MiCC Enterrpise Troubleshooting

Events

Dates on request

Duration

Events

Dates on request

Certificate

TOP Certification

Contact Person