MiVoice Connect Contact Center Installation and Maintenance Core Part 2 RLL

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

In this training module you will learn how to configure the multimedia call flows for email, chat, multi-interaction and outbound voice, backup/restore, and redundancy. You will also learn how to use the methodology to diagnose a troubleshooting issue for the MiVoice Connect contact center system.

Date Location
Time Register
November 4 - November 8, 2019 Virtual  9:00 AM to 5:00 PM CT Register Now

Format: Leader-led

Audience: MiVoice Connect Installers and Support Engineers

Duration: Five days

Course ID: OT-381.01

Overview:

You will learn 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 how to create a simple call flow to validate the installation. This course is a combination of lecture with demonstration and hands-on, group lab exercises.

IMPORTANT: Included in this module is the MiVoice Connect Contact Center Support and Maintenance practical examination that is required for System Installer and Support Engineer certifications. This examination consists of 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 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 Multimedia

  • Describing the contact center architecture
  • Discussing the tasks required to prepare a contact center site
  • Demonstrating how to install contact center
  • Demonstrating how to install contact center supervisor tools
  • Demonstrating how to create a simple call flow to validate the system installation
  • Evaluating the upgrade/migration process from ECC 9 to contact center

MiVoice Connect Contact Center Backup, Restore, and Redundancy

  • Describing the contact center architecture and system
  • Discussing the required pre-configuration tasks
  • Demonstrating how to initially configure contact center and inbound call flows
  • Describing the contact center advanced call-flow routing options
  • Discussing contact center fail-over and redundancy options
  • Demonstrating how to backup and restore contact center

 

MiVoice Connect Contact Center Troubleshooting

  • Defining the methodology for thoroughly troubleshooting an issue
  • Using the steps to properly diagnose a ShoreTel server issue
  • Using the steps to properly diagnose a ShoreTel voice-switch issue
  • Using the steps to properly diagnose a ShoreTel IP-phone issue
  • Using the steps to properly diagnose a ShoreTel Connect Client issue
  • Explaining the steps to properly diagnose a call set-up/tear-down or quality issue
  • Using the steps to properly diagnose ShoreTel application issues

 

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 this 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 notify the student of any information regarding Teleworker IP addressing and URLs 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:                                               

  • 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.