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MiVoice Call Recording Installation and Maintenance Remote LeaderLed - MIVCR-INSTALL-RMT

WGAC-MIT-MIVCR-INSTALL-RMT

Mitel

Description

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Introduction

The MiVoice Call Recording Installation and Maintenance (I&M) course is a 3 day remote leader-led course that teaches Technicians how to physically install and configure the MiVoice Call Recording Server.

The learners will gain understanding on the recommended Server Specifications and Requirements, Software Options, Installation Models and Basic Configurations that need to be programmed to get the MiVoice Call Recording Server fully operational.

Once the course curriculum and exam have been completed, participants will be MiVoice Call Recording certified.

Prerequisites & Audience

Required equipment includes a computer with internet access, a USB or computer attached headset for sound and/or voice, a desktop telephone (if no headset available). Remote lab environments, as well as collaboration bridge information will be provided for enrolled students

Course Benefits
Course Topics

Day 1 - Installation and Provisioning, Architecture

  • Call Recording Architecture
  • Pre-install checklist (hardware/software requirements, installing pre-requisite software, additional resources, etc.) for installing MiVoice Call Recording
  • Benefits and Limitations of the different Data Connection Types
  • Benefits and Limitations of the different types of Recording
  • Server Types
  • Client Software
  • Server Preparation and SQL Installation
  • MiVoice Call Recording Installation
  • MiVoice Call Recording Basic Configuration Requirements
  • Configuring Admin/Lists and Other Resources

Day 2 – MiVoice Call Recording Advanced Configuration and User Basics

Administration of Advanced MiVoice Call Recording Quality Management features

  • Setting Up Evaluation Options (Extension vs. Agents - Category and Questions)
  • Programming DNIS/DID Lists
  • Setting up Evaluation Options (Extension vs. Agents – Category and Questions)
  • Setting up Ad Campaigns

Creating Users and Assigning Permissions

- User Types

- Active Directory Integration

- Creating and Managing User Groups

- Configuring Application Permissions

User Basics

- Client Download and Installation

- Management Studio User Interface Navigation

- Management Studio User Basics

- Finding Calls

- Adding Notes Sharing Calls

- Organizing Calls into Folders

Day 3 – Advance User Functionality and Navigator

  • Management Studio Advanced User – Call Manager

- Live Call Monitoring

- Evaluations (Scorecards)

- Running Reports

  • Navigator User Basics

- Finding Calls

- Adding Notes Sharing Calls

- Organizing Calls into Folders

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