Mitel MiVoice Business Application End-User Trainings

TOP LOC 0007 MiCC Business Configuration & Maintenance Open SIP on MVO 400

This course is designed for technicians who configure and maintain the Mitel Contact Center Business Open SIP on MVB 400 Solution.

After completion of the course the student covers knowledge for fundamental tasks involved in operating, configurating and maintaining the MiCC Business open SIP on MVO 400 Solution.

Target Group

Engineers, Technicians, Installers, Maintainers and Administrators

Requirements

  • Recommended: MVO 400 Basic Core
  • Basic knowledge about operating Systems and server components
  • Basic knowledge about SIP and SIP Trunking

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 MVO 400 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 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.

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

The following topics are covered during this training:

Day 1 - Overview and Installation

  • Overview MiCC Open SIP
  • Preparing the MiVoice Office 400
  • Installing the software
  • Provision of the contact center
  • YSE Overview

Day 2 - Basic IVR

  • Overview of the workflow interface
  • Creating and creating a customer environment
  • Creating an inbound workflow and assigning endpoints
  • Overview of the basic IVR activities. This also includes:
  • The basic conditions (ANI, DNIS, Mode of Operation, Queue, Redirect and Schedule)
  • Creation of inbound workflow scenarios to provide practical experience

Day 3 - Advanced IVR

Advanced IVR, including:

  • What they are, how to create and use them and the activity Set Variable and Compare Variable
  • Collected digits.
  • Query and data provider
  • Prompt creation
  • Linguistic activity
  • Management plan
  • Rules
  • Subroutines
  • Callbacks
  • music on hold
  • Speech Recognition and TTS
  • IVR architecture and logging
  • Creating Further Inbound Scenarios

Day 4/5 - Clients and Multimedia

  • The Ignite Client Agent
  • The Contact Center Client - Supervisor
  • CCWeb Client for reports and statistics
  • multimedia
  • Creation of e-mail and chat media servers
  • Maintenance, Backup, Restore, Update
  • Practical exercises for the clients

Events

Dates on request

Duration

5 Days

Events

Dates on request

Certificate

TOP Certification

Contact Person

Natalie Frisch

+49 911 40 905 303

+49 163 8528013

natalie.frisch@topbusinessgmbh.com