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MiContact Center – Contact Center Management CCM System Administration - MICCB-SYSADMIN

WGAC-MIT-MICCB-SYSADMIN

Mitel

Description

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Introduction

The Mitel MiContact Center (MiCC) Enterprise Edition/Business Edition/Workgroup Edition is a fully featured, scalable ACD Management Information System. Designed to be simple to install, learn and use, MiCC incorporates industry-standard tools and houses all applications in a familiar to use interface.

This course provides the customer with the knowledge necessary to administer and setup the following applications;

Mitel Contact Center Management (CCM). This powerful application gives the Contact Center Manager real-time access to the Contact Center to view agents and path activity. Report and search facilities allow the manager to see both historical and real-time information.

Mitel Interactive Contact Center (ICC). The ability to control agents, log them in, take them out of make busy and even move them from one path to another, is an essential part of managing a busy Contact Center. ICC gives the manager this interactive control. With both CCM and ICC applications, the manager is totally in control of the Contact Center.

Prerequisites & Audience

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

Experience using a Microsoft Windows interface

Course Topics
  • Program Agents, Agent Skill Groups & Queues using YourSite Explorer (YSE)
  • Setting up and using Real Time Monitors within Contact Center Client (CCC)
  • Controlling Agents and Paths using ICC
  • Running Historical and Forecast Reports
  • Searching for events using SMDR and ACD Inspectors
  • Programming and assigning Security Roles
  • Running CCC in Auditor mode
  • Performing routine Backups
  • Leader led Information
Related Courses

Additional Recommended Training

If the customer is licensed for IVR Routing - IVR Routing System Administration Course

If the customer is licensed for WorkForce Scheduling (WFS) - WorkForce Scheduling (WFS) Administration Course

Mitel courses


NuPoint Unified Messaging Rel 9.0 Installation & Maintenance Remote LeaderLed - NUPT-MSGR-RMT
CODE: WGAC-MIT-NUPT-MSGR-RMT
MiVoice Office Call Reporter System Administration Remote Leaderled Remote - MIVO-CRSYSADMIN-RMT
CODE: WGAC-MIT-MIVO-CRSYSADMIN-RMT
MiVoice Office 400 Core Installation & Maintenance Remote Leader - 53003836
CODE: WGAC-MIT-MIVO-400INSTALL-RMT
MiVoice Office 250 Release 6.3 Installation & Maintenance Remote - MIVO-250INSTALL-RMT
CODE: WGAC-MIT-MIVO-250INSTALL-RMT
MiVoice Call Recording Installation and Maintenance Remote LeaderLed - MIVCR-INSTALL-RMT
CODE: WGAC-MIT-MIVCR-INSTALL-RMT
MiVoice Business Release 9.1 Networking, Clustering, and Resiliency Installation & Maintenance Remote - 53003071
CODE: WGAC-MIT-MIVB-NETWORK-RMT
MiVoice Business Core Installation & Maintenance Remote - 53003040
CODE: WGAC-MIT-MIVB-CORE-RMT
MiCollab Installation and Maintenance Workshop for MiVoice Business - 53004335
CODE: WGAC-MIT-MICOL-WORKSHOP
MiContact Centre Workforce Scheduling Configuration & System Administration - MICCB-WFS
CODE: WGAC-MIT-MICCB-WFS
MiContact Center – Contact Center Management CCM System Administration - MICCB-SYSADMIN
CODE: WGAC-MIT-MICCB-SYSADMIN
MiContact Center Business Solution Design Workshop - MICCB-SD
CODE: WGAC-MIT-MICCB-SD
MiCC Business IVR System Admin LeaderLed - MICCBI-SYSADMIN
CODE: WGAC-MIT-MICCBI-SYSADMIN
MiCC Business Installation and Maintenance Release 9.3 for MiVoice Business Remote - 53003091
CODE: WGAC-MIT-MICCB-INSTALL-RMT
MiContact Center Business for MiVoice Connect I+M - 53004334
CODE: WGAC-MIT-MICONTACTCENTER-MIVOICECONNECT
Interaction Recording Installation & Maintenance - WFO
CODE: WGAC-MIT-WFO-CONFIG-RLL
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