Overview

The Mitel Software Contact Center Installation and Maintenance (I&M) Course is a 5 day remote leader-led course that provides advanced hands-on training that teaches you how to successfully install and maintain an Enterprise Contact Center configuration. Installation and maintenance topics covered include Contact Center Management ACD, Multimedia, and IVR Routing —Visual Workflow Manager.

You will also gain a detailed understanding of the Contact Center Management architecture, media server configuration, how to perform telephone system synchronization, and the best practices for maintaining your software. Once the course curriculum and exam have been completed, participants will receive a Contact Center I&M Certificate.

Prerequisites Recommended only (not required):

MiVoice Business rel 8.0 Core I&M Certification

or MiVoice Business rel 8.0 Networking, Clustering and Resiliency Certification

and

MiVoice Business rel 8.0 Standalone ACD Certification

Equipment requirements to attend Remote Leader-Led class:

1 - Either a phone to call in on OR a PC capable of mic. and speakers

2 - A computer to connect to the screen share with as well as connect to an RDP that Mitel will provide.

Topics

Day 1 – Installing and provisioning of Voice.

• Pre-install checklist (hardware/software requirements, Golden Rules, installing pre-requisite software, review of documentation available, additional resources, etc.)
• Installation of the MiCC suite. Discussion of best practices, remote server options and steps to install.
• Discussion of steps to take prior to an upgrade vs a fresh install
• MCD Synchronization and best practices.
• Q&A of the Administering your Contact Center self-study, to see if anyone had questions on the content.
• Voice provisioning exercise – They will be expected to install their own MiCC, do a synchronization with the MCD, and do a typical setup, which will include tasks such as Security Roles, Employee/Agent creation, Agent Group creation/assignment, Queue creation/configuration, and Make Busy codes.

 Day 2 - Business Reporter, voice architecture and troubleshooting.

• Review of Day 1, and cover any outstanding items.
• Call Accounting Primer
• Call Accounting exercise.
• Voice architecture and troubleshooting elements.

Day 3 - Basic IVR.

• Review of Day 2, and cover any outstanding items.
• Review and Q&A of the IVR Foundations self-study, to see if anyone had questions on the content and to go over core points.
• First IVR exercise, focus on setup of a typical, simple call flow.
• Review of exercise 1
• Second IVR exercise, a more complicated typical call flow but still using the basics from their self-study only.
• Review of exercise 2

Day 4 - Advanced IVR.

• Review of Day 3, and cover any outstanding items.
• Cover the advanced IVR concepts, such as Variables, Collected Digits, Queries, RADs, UPiQ, Callbacks, Execute, Rules, etc. Full breakdown to be provided later.
• Third IVR exercise, including basic and advanced elements.
• Review of exercise 3.
• IVR Best Practices, such as callback configuration, UPiQ vs RADs, etc.
• IVR architecture and troubleshooting elements.

 Day 5 – Practical Assessment.