Mitel MiVoice Business Application End-User Trainings

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


  • 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.


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

Day 4/5 - 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


Dates on request


5 Days


Dates on request


TOP Certification

Contact Person

Natalie Frisch

+49 911 40 905 303

+49 163 8528013