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MiCC Business Release 9.1 Installation and Maintenance Remote - MICCB-INSTALL-RMT

WGAC-MIT-MICCB-INSTALL-RMT

Mitel

Description

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Introduction

This course provides the installation and maintenance engineer with the knowledge necessary to install, configure and maintain the MiContact Center Suite of applications using MiVoice Business call control.

The following applications of MiCC are included in this course:

  • Brief overview of Automatic Call Distribution (ACD) on the MiVoice Business
  • Mitel Contact Centre Management (CCM)/Mitel Interactive Contact Centre (ICC)
  • Mitel IVR Routing (IVR Routing)
  • Mitel Multimedia Contact Center (MCC)

The following applications of MiCC are NOT covered in this course; they are the subject of separate courses:

  • Workforce Scheduling
  • Call Accounting
Engineers will be provided a lab environment where they will be able to put to practice the skills learned during training and test that their implementation functions correctly. Upon completion of this course, engineers will be able to design and modify a workflow using various activities available. Engineers will also be able to troubleshoot the IVR system using the various diagnostic tools, logs and services
Prerequisites & Audience

It is recommended that students have a good ACD knowledge before attending this course. If they feel their knowledge may not be sufficient they may like to complete the MiVoice Business Rel 8.0 Standalone ACD self-study

Equipment and Setup Requirements:

Given that this course is delivered remotely, students must have the following equipment:

  • One telephone with a headset connected or a PC with a headset used to join the training audio conference
  • Two PCs or one PC with dual screens (One for the Web session, the other for ESM, Application and documentation access)
  • Four Mitel IP Phones (53xx or 69xx series are acceptable models in any combination of numbers)
  • One Layer 2 PoE Switch (To support the IP Phones)
  • High Speed Internet connection (2 Mb Down, 400 kp Up minimum recommended speed)

Equipment for the 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 the 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 the class start date. A test procedure will be included in this information to ensure all communication requirements will be met. To ensure there will be no class delays this procedure MUST be done the week before the start of class.

Course Benefits

MEAS Accreditation:

This course forms part of the MEAS Contact Centre specialism. Successful completion of this course and any exams will count towards MCA level in this specialism.

Exam Information:

Students who complete this course will be auto-enrolled in 2 exams, one for CCM/ICC and IVR Routing and the second for MCC. The exams are accessed via the My Courses section of the Learning Management System. Students have three attempts to pass each exam – if an exam is failed three times, students should contact uktraining@mitel.com to arrange a retake.

Course Topics

Topics:

  • Brief overview of Automatic Call Distribution (ACD) on the MiVoice Business

Contact Centre Management & Interactive Contact Centre (CCM/ICC)

  • Product overview
    • Including; Contact Center Management Pre-istallation overview, Server Requirements & Preparation, Installation of Contact Center Management, Product Registration & Licensing, Verifying the Intallation was successful
  • Reviewing & configuring the Enterprise Server & Media Servers using YourSite Explorer (YSE)
  • Synchronizing the CCM/ICC database with the PBX
  • Programming the YourSite database to meet customers’ requirements
  • Setting up and using Real Time Monitors including Marquees
  • Controlling Agents and Paths using YourSite Explorer
  • Running Historical Reports
  • Running Forecasts
  • Maintaining the CCM including Backups
  • Searching for events using SMDR and ACD Inspector
  • Troubleshooting CCM/ICC

IVR Routing (IVR)

  • How to Provision your Workflow
    • Extension creation
    • New hunt group configuration
    • Management plans – Recording Prompts
    • Create, modify/managing and delete Prompts
    • Configure and test the operation of RADs and RAD optimization
    • Understand, create and test Workflows including Menus, Call Routing, Conditions & Schedules, Languages & Subroutines
    • Understand, create and test Variables and Rules
    • Use Data Providers for database lookups – configure and test operation
  • Callback plans
  • Updated Position in Queue (UPiQ)
  • Mode of Operation
    • Enable/disable Emergency Mode on a single Extension, Hunt Group or the entire system
  • Change/swap a message by calling in to the Management Plan
  • Real-time & Reporting
    • Port monitor, Callback monitor, Callback queue reports
  • Maintenance, Troubleshooting & Diagnostics

Multimedia Contact Center (MCC)

  • Setting up and verifying Mail Servers
  • Setting up and verifying Media Servers for Email & Chat
  • Enabling existing Employees for multimedia
  • Creating multimedia Queues, Agent Groups and Agents as well as Unified Queue Groups
  • Configuring multimedia workflows
  • Testing operation of the email multimedia using Ignite
  • Understanding Windows Services related to MCC
  • Troubleshooting the MCC environment
  • Security, Monitoring & Reporting (brief)
Related Courses

If following the MEAS programme please refer to the MCP roadmap.

If the customer is licensed for WorkForce Scheduling (WFS) - WorkForce Scheduling (WFS) Configuration & Admin Course.

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