This Mitel CX Supervisor End User Training for SIP Platforms has three modules that will introduce the supervisor to the Contact Center Management Web (CCMWeb) Tool, the top seven historical reports. It will also introduce the use of Web Ignite for real-time management of agents and for viewing real-time agent and queue statistics. Each module is stand-alone, focusing on the configuration of voice and multimedia interaction flows to agents.

Target Group

Administrators, Supervisors

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:

• Equipment to participate in a video conference, e.g. headset
• Two PCs or one PC with dual screens.
• Four Mitel SIP Phones (68xxi/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. 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

Module 1 – CCM Web

• ACD Overview
• Introduction to CCMWeb
• Accessing CCMWeb
• CCMWeb Interface
• How to use Help
• Creating Contacts and Contact Groups
• Viewing and Generating Reports

Module 2 – Top Seven Reports

• Reports Summary
• Key Terms
• Detailed review of the report columns of the top seven reports
• Scheduling Reports

Module 3 – Web Ignite

• Accessing Ignite
• How to navigate Web Ignite
• Ignite Alerts and Notifications
• Viewing and Adding Dashboards
• Interactive Controls for Agents and Queues

Events

Dates on request

Events

Dates on request

Duration

Certificate

TOP Certification

Contact Person