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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


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