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MiContact Center Business Solution Design Workshop - MICCB-SD

WGAC-MIT-MICCB-SD

Mitel

Description

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Introduction

This semi-structured classroom based workshop will build on knowledge gained from the MiVoice Business & MiCollab Solution Design Workshop. It is intended for pre-sales people who design Mitel contact centre solutions & includes the building blocks of designing a customer solution from defining customer requirements through to formulating a high-level solution design & a quotation in Sales Workbench (SWB).

The workshop includes understanding the components that make up a MiContact Center Business solution, ACD topologies including resiliency, MiContact Center deployment topologies including IVR Routing, running a customer Discovery Session and a work through of a practical MiContact Center solution scenario.

There will be opportunity within the workshop for students to discuss the pros & cons of ‘real-world’ customer solution options.

Prerequisites & Audience

Students must successfully complete the following pre-requisites before attending this course:

  • Attend the MiVoice Business & MiCollab Solution Design Workshop
Course Benefits

Exam-out

Students have the option to request taking the exam without the need to attend the course. To arrange to take the exam students should contact Mitel Training (Email uktraining@mitel.com) and pay the exam-out fee. On receipt of the exam fee Mitel will email the exam to the student which details exam-out arrangements. Students will normally be notified of the exam result within 10 working days of receipt of the completed exam.

Students who fail the exam will be required to attend the full duration of the leader led course and pay the Mitel list price.

Equipment & Setup Requirements

Participants are required to bring their laptop & have a valid Mitel OnLine (MOL) account.

Examination

On completion of the workshop, students will be required to formulate a high level solution design for a given customer scenario.

Mitel Engineering Accreditation Scheme (MEAS)

The successful completion of this course accredits the student with the Mitel Solution Design Associate (MSDA) accreditation.

Course Topics

The workshop is divided into the following main topics covering the MiContact Center Business suite of products.

  • Product Knowledge: What components make up a MiContact Center Business solution, their requirements and limitations.
  • ACD Topologies: What deployment type to use to meet customer requirements.
  • MiContact Center Deployments: Licensing requirements, application redundancy and resiliency.
  • The Discovery Process: How to ensure your solution meets both the customers technical and business needs.
  • Solution Design: Engineering a solution using Mitel products

NOTE: This workshop does not cover the MiContact Center Office, MiContact Center Enterprise or MS Lync integration.

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