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 28 - November 1, 2019 Virtual  9:00 AM to 5:00 PM CT Register Now
December 16 - 20, 2019 Virtual 9:00 AM to 5:00 PM CT Register Now

Format: Remote Leader-led

Audience:  Technicians, Installers and Support Engineers

Duration: Five days

Course ID: OT-380.01

Overview:

This course provides instruction on how the contact center system architecture is designed and implemented into the MiVoice Connect system. It will also demonstrate the installation of the contact center software on a ShoreGear soft switch 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 includes 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 course. 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 the following skills:

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
  • Describing the MiVoice Connect Contact Center architecture and system
  • Discussing the required pre-configuration tasks
  • Demonstrating how to initially configure MiVoice Connect Contact Center and inbound call flows
  • Describing the Contact Center advanced call flow routing options
  • Discussing MiVoice Connect Contact Center Failover and Redundancy options
  • Demonstrating how to Backup and Restore MiVoice Connect Contact Center
MiVoice Connect Contact Center Scripting
  • Discussing how to implement create and implement Call Control Scripts into Contact Center call flows
  • Demonstrating how to configure and implement Announcement Scripts
  • Demonstrating how to configure and implement Call Routing Scripts (Auto Attendants)
  • Demonstrating how to configure and implement Callback Scripts
  • Demonstrating how to configure and implement Scripts with Call Profiles
  • Demonstrating how to configure and implement CRM Scripts
  • Demonstrating 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.

  • Three IP400-series phones are recommended. Two IP400-series phones are required.

             NOTE: Remote connection of IP200-, IP500-, and IP600-series phones is not supported.

  • A PC or Mac with admin rights that allow the installation of the Connect Client and VPN software which is used for remote access to the training lab.
  • A local network that allows a VPN configuration of the phones to the training lab via the internet.
  • A local network that allows PC or Mac VPN connections to the training lab via the internet.

Equipment for class should 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. Notification and information regarding Teleworker IP addressing and URLs will be communicated to the student by the instructor 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.


Agenda

  

Day 1:                                               

  • Contact center installer

Day 2:

  • Contact center installer (cont.)
  • Contact center programmer

Day 3:

  • Configuring tie trunks

Day 4:

  • Contact center programmer (cont.)
  • Contact center scripting
  • Day 5:
    Contact center scripting (cont.)
    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.