MiVoice Connect Contact Center Installation & Maintenance Core Part 1 RLL

Location: Varies
Venue: Varies
Dates/Times: Varies
Registration Fee: $2,368.75

This course will teach you how to install, configure mandatory system parameters and inbound voice call flows, and Scripts using an implementation and configuration model on the Mitel Connect Contact Center System.  

Date Location
Time Register
October 7 - October 11, 2019 Virtual  9:00 AM to 5:00 PM CT Register Now

Format: Leader-led

Audience: MiVoice Connect Installers and Support Engineers

Duration: 5 days

Course ID: OT-380.01

Overview:

You will receive instruction on how the Contact Center system architecture is designed and implemented into the MiVoice Connect System. This course will also demonstrate the installation of the Contact Center software on a ShoreGear Softswitch and create a simple call flow to validate the installation. It is a combination of lecture, demonstration, and hands-on group lab exercises.

IMPORTANT:
Included in this module is the MiVoice Connect Installation and Maintenance practical examination required for System Installer and Support Engineer certifications. This examination with have a hands-on practical exam and a written exam. You are automatically enrolled in the written exam upon completion of the MiVoice Connect Installation and Maintenance. This exam has 40 questions and you will have two hours to complete it. You will have three opportunities to attain a minimum score of 80% on the online exam.

 

Course Objectives:

At the end of this course, you will be able to successfully install and configure a MiVoice Connect Contact Center system including:

MiVoice Connect Contact Center Installer

  • Describe the MiVoice Connect Contact Center architecture
  • Discuss the tasks required to prepare a Contact Center site
  • Demonstrate how to install MiVoice Connect Contact Center
  • Demonstrate how to install MiVoice Connect Contact Center Supervisor tools
  • Demonstrate how to create a simple call flow to validate the system installation
  • Evaluate the upgrade/migration process from ECC 9 to MiVoice Connect Contact Center

MiVoice Connect Contact Center Programmer

  • Describe the MiVoice Connect Contact Center architecture and system
  • Discuss the required pre-configuration tasks
  • Demonstrate how to initially configure MiVoice Connect Contact Center and inbound call flows
  • Describe the Contact Center advanced call-flow routing options
  • Discuss MiVoice Connect Contact Center fail-over and redundancy options
  • Demonstrate how to backup and restore MiVoice Connect Contact Center

MiVoice Connect Contact Center Scripting

  • Discuss how to implement and create call-control scripts into Contact Center call flows
  • Demonstrate how to configure and implement announcement scripts
  • Demonstrate how to configure and implement call-routing scripts (auto attendants)
  • Demonstrate how to configure and implement call-back scripts
  • Demonstrate how to configure and implement scripts with call profiles
  • Demonstrate how to configure and implement CRM scripts
  • Demonstrate how to export and import call-control  scripts

Prerequisites:

  • MiVoice Connect CC1 Core Installation and Maintenance  (T-MVC-CC1-IM)                        
 


Equipment and Set-up Requirements:

Given that this course is delivered remotely, students must have the following equipment:

  • One telephone capable of hands-free or headset operation with mute capability. This will be used for audio conferencing.
  • Two PCs or one PC with dual screens. One will be for the web session and the other is for ESM and documentation access.
  • Three Mitel IP Phones. Mitel 5320 through 5360 IP phones and Mitel 69XX Series IP phones can be used.
  • One layer 2 PoE Switch to support the IP Phones
  • High-speed internet connection—2 Mbps download and 400 Kbps upload are the minimum recommended speeds.

Equipment for class needs to be set up in a quiet environment for the best learning experience. Students must also have access rights to install software on the PC(s) for purposes of the lab environment. The instructor will communicate teleworker IP addressing and URLs to the student prior to class start date. A test procedure will be included in this information to ensure all communication requirements will be met.

NOTE: To ensure there will be no class delays, this procedure MUST be done the week before the start of class.

NOTE: Class enrollment will close one week before the class start date. The prerequisites must be completed before class enrollment.


Topics:

The following topics are covered during this training:

 

Day 1:                                               

  • MiVoice Connect Contact Center Installer

Day 2:

  • MiVoice Connect Contact Center Installer
  • MiVoice Connect Contact Center Programmer

Day 3:

  • MiVoice Connect Configuring Tie Trunks

Day 4:

  • MiVoice Connect Contact Center Programmer (cont.)
  • MiVoice Connect Contact Center Scripting
  • Day 5:
    MiVoice Connect Contact Center Scripting
    Practical Exam
 

Terms and Conditions:

The information contained in this document is subject to change without notice and should not be construed in any way as a commitment by Mitel Networks or any of its affiliates or subsidiaries.