TOP LOC 0006 MiCC Business Configuration & Maintenance on MiVoice Business

This course is designed for technicians who configure and maintain the Mitel MiContact Center Business on MiVB Solution.

After completion of the course the student covers knowledge for fundamental tasks involved in operating, configurating and maintaining the MiCC Business on MiVB Solution.

Target Group

Engineers, Technicians, Installers, Maintainers and Administrators

Requirements

Recommended: TOP LOC 0002 MiVoice Business Configuration & Maintenance Core 1
Basic knowledge about operating Systems and server components
Basic knowledge about SIP and SIP Trunking
MiVoice Business Internal ACD

Your Benefits

Upon completion of the course, students will receive a thorough understanding of features of Contact Center Management architecture, media server configuration and the best practise for maintaining your software.

You will be able to operate, configure and maintain the MiCC Business on MiVB Solution.

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 PC headset for conference audio
Either, one PC/Laptop with two screens attached or two PC/Laptops (one screen will be used for the video conference interaction and the second will be used to access equipment and complete practical exercises)
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. A Mitel/Aastra power supply for the SIP phone is also acceptable.

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.

Key Features

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