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MiCC Business IVR System Admin LeaderLed - MICCBI-SYSADMIN

WGAC-MIT-MICCBI-SYSADMIN

Mitel

Description

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Introduction

Mitel IVR Routing (IVR) is a fully functional system providing your callers with automatic attendant functionality and conditional messages and routing for callers to ensure they don't just hang up.

The IVR Routing application allows the manager to set waiting times and record specific messages that the callers will hear. IVR Routing is configured using Visual Workflow Manager (VWM) which is embedded in YourSite Explorer (YSE).

The IVR System Administration course is designed for Administrators who will be responsible for administration of the IVR Routing system. Through a hands on approach, students will gain the necessary knowledge and skills to fully manage an IVR solution.

Students 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, you will be able to design and modify a call flow using various activities available.

Prerequisites & Audience

MiCC CCM System Administration Leader-Led EMEA

Course Benefits
Course Topics
  • Product overview
  • o Including understanding product licensing and versions including Business and Enterprise Editions

  • Reviewing & configuring the Enterprise Server & Media Servers using YourSite Explorer (YSE)
  • How to Provision your Call Flow
  • o Extension creation

    o New hunt group configuration

    o Management plans – Recording Prompts

    o Create, modify/managing and delete Prompts

    o Configure and test the operation of RADs and RAD optimisation

    o Understand, create and test Call Flows including Menus, Call Routing, Conditions & Schedules, Languages & Subroutines

    o Understand, create and test Variables and Rules

    o Use Data Providers for database lookups – configure and test operation

  • Callback plans
  • Updated Position in Queue (UPiQ)
  • Mode of Operation
  • o 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
  • Outbound Call Flows
  • Real-time & Reporting
  • o Port monitor

    o Callback monitor

    o Callback queue reports

  • Backups
  • Mitel courses


    MiVoice Business Release 9.0 Core Installation & Maintenance Remote - MIVB-CORE-RMT
    CODE: WGAC-MIT-MIVB-CORE-RMT
    MiContact Center Office including Business Dashboard Release 6.2 Installation & Maintenance - MICCO-INSTALL
    CODE: WGAC-MIT-MICCO-INSTALL
    NuPoint Unified Messaging Rel 9.0 Installation & Maintenance LeaderLed - NUPT-MSGR
    CODE: WGAC-MIT-NUPT-MSGR
    MiVoice Business Release 9.0 Networking, Clustering, and Resiliency Installation & Maintenance Remote - MIVB-NETWORK-RMT
    CODE: WGAC-MIT-MIVB-NETWORK-RMT
    MiVoice Office 250 6900 & Call Reporter I&M Workshop - MIVO-250APPCR-WORKSH
    CODE: WGAC-MIT-MIVO-250APPCR-WORKSHOP
    MiCC Business Release 9.1 Installation and Maintenance - MICCB-INSTALL
    CODE: WGAC-MIT-MICCB-INSTALL
    MiVoice Business Release 9.0 Core Installation & Maintenance - MIVB-CORE
    CODE: WGAC-MIT-MIVB-CORE
    Mitel MiContact Center – Contact Center Management CCM System Administration - MICCB-SYSADMIN
    CODE: WGAC-MIT-MICCB-SYSADMIN
    MiVoice Office Call Reporter System Administration Remote Leaderled Remote - MIVO-CRSYSADMIN-RMT
    CODE: WGAC-MIT-MIVO-CRSYSADMIN-RMT
    MiContact Center Business Solution Design Workshop - MICCB-SD
    CODE: WGAC-MIT-MICCB-SD
    MiCloud Management Portal MMP Rel 6.1 System Management Remote LeaderLed - MICMP-SYSMGMT-RMT
    CODE: WGAC-MIT-MICMP-SYSMGMT-RMT
    MiVoice Business Release 9.0 Networking, Clustering, and Resiliency Installation & Maintenance - MIVB-NETWORK
    CODE: WGAC-MIT-MIVB-NETWORK
    MiVoice Office 400 Core I+M Remote LeaderLed Remote - MIVO-400INSTALL-RMT
    CODE: WGAC-MIT-MIVO-400INSTALL-RMT
    MiCC Business Release 9.1 Installation and Maintenance Remote - MICCB-INSTALL-RMT
    CODE: WGAC-MIT-MICCB-INSTALL-RMT
    MiVoice Office 250 Release 6.3 Installation & Maintenance - MIVO-250INSTALL
    CODE: WGAC-MIT-MIVO-250INSTALL
    NuPoint Unified Messaging Rel 9.0 Installation & Maintenance Remote LeaderLed - NUPT-MSGR-RMT
    CODE: WGAC-MIT-NUPT-MSGR-RMT
    MiVoice Office 250 Applications Suite & 6900 Release 5.1 Installation & Maintenance Workshop - MIVO-250APPSTE-WORKS
    CODE: WGAC-MIT-MIVO-250APPSTE-WORKSHOP
    MiCC Business IVR System Admin LeaderLed - MICCBI-SYSADMIN
    CODE: WGAC-MIT-MICCBI-SYSADMIN
    MiVoice Office 250 Release 6.3 Installation & Maintenance Remote - MIVO-250INSTALL-RMT
    CODE: WGAC-MIT-MIVO-250INSTALL-RMT
    MiContact Centre Workforce Scheduling Configuration & System Administration - MICCB-WFS
    CODE: WGAC-MIT-MICCB-WFS
    MiVoice Business & UC MiCollab System Administration Leaderled - MIVBUC-SYSADMIN
    CODE: WGAC-MIT-MIVBUC-SYSADMIN
    MiVoice Call Recording Installation and Maintenance LeaderLed - MIVCR-INSTALL
    CODE: WGAC-MIT-MIVCR-INSTALL
    MiVoice Office 400 Release 6.1 Entry
    CODE: WGAC-MIT-WORKSHOP
    Mitel MiCollab Release 8.0 Installation and Maintenance Workshop for MiVoice Business - MICOL-WORKSHOP
    CODE: WGAC-MIT-MICOL-WORKSHOP
    MiVoice Office 400 Core I+M LeaderLed - MIVO-400INSTALL
    CODE: WGAC-MIT-MIVO-400INSTALL
    MiVoice Call Recording Installation and Maintenance Remote LeaderLed - MIVCR-INSTALL-RMT
    CODE: WGAC-MIT-MIVCR-INSTALL-RMT
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