MiContact Center End-User Training

Mitel offers training courses for technicians, system engineers, system administrators, and end users of our MiContact Center product portfolio.

Each course provides a consistent, high quality experience and delivers the depth of knowledge required to increase productivity and return on investment. To meet your business needs, we provide flexible scheduling options, on-site leader led instruction, and virtual classrooms.

Mitel Channel Partners can view a comprehensive overview of our MiContact Center training options in our Training Options White Paper

For online, self-paced training, visit our Learning Management System.

Course Descriptions

MiContact Center I&M Certification

The MiContact Center Installation and Maintenance (I&M) Course is a 5 day, onsite, virtual, or remote leader-led course that provides advanced hands-on training that teaches you how to successfully install and maintain an Enterprise Contact Center configuration. This course is required in order for dealers to receive the Mitel TAP Contact Center Specialist designation (see “Mitel Technical Accreditation Program”). Installation and maintenance topics covered include Contact Center Management ACD, Call Accounting, 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 MiContact Center I&M Certificate.

For more details on the Mitel TAP Contact Center Specialist designation, see the TAP Contact Center Specialist FAQ, which is available through MitelOnline=>Products=>MiContact Center=>MiContact Center Portal, under Resource Center=>Training.

Supervising your MiContact Center

This course runs up to 4 hours and is designed for managers and supervisors. It includes a review of reporting configuration options and instruction on generating and automatically distributing reports. Participants will learn how to forecast service level objectives and use tools to monitor and audit real-time statistics for Automated Call Distribution (ACD) licensed environments.

Administering your MiContact Center

This course runs up to 4 hours. It is designed for technical support staff who are responsible for maintaining and configuring Contact Center Management software installed in an ACD licensed environment. Participants will review available resources, in-depth information on administration and configuration options, and best practices. This course is also offered as a module within the MiContact Center I&M Certification course.

Multimedia Contact Center

This course time frame varies in duration and is designed for supervisors, managers, and agents. The training is tailored to your specific configuration needs and includes a free preliminary consultation prior to the training session to ensure topics and time frames align with your target audience. This course can include end user training for agents who respond to emails, chats, and/or faxes, and training for supervisors who manage and run reports on agent and queue performance.

Installing and Maintaining your IVR

The IVR Routing – Visual Workflow Manager I&M course is a 3 day, virtual, leader-led class. It is designed for administrators who will be responsible for implementing and maintaining Visual Work Flow Manager. Through hands on approach, students will gain the necessary knowledge and skills to fully deploy a Visual Work Flow Manager IVR solution. Each student will be provided their own lab environment where they will be able to put to practice the skills learned during training. Upon completion of this course, you will be able to design a call flow using various activities such as subroutines and rules, create a callback plan, and define the necessary RAD messages.

Call Accounting

The Call Accounting course runs up to 4 hours. It is highly recommended for network administrators, managers, and supervisors who are involved in the day-to-day operations, reporting, and monitoring of Call Accounting licensed configurations. The course includes instruction on Call Accounting configuration and report management. It consists of two parts. The first part is a discovery session delivered prior to your training session. It focuses on your Call Accounting configuration needs and ensures your preliminary setup is complete and functioning prior to the training session. The second part focuses on Call Accounting reports.

Intelligent Queue Network Administrator

This course runs up to 4 hours. It is designed for administrators who want to have a general understanding of their existing Intelligent Queue setup and learn best practices for configuring and maintaining their system. A step-by-step walk through is provided and a review of specific resources for support and maintenance.

Creating Flexible Reporting

This course runs up to 2 hours and is designed for administrators, managers, and supervisors who need to know how to create and generate custom reports. It includes a step-by-step review of options and features and provides interactive, trainer-led exercises for custom report generation. We recommend you contact the Training department prior to your training session to determine the types of reports you want to design.

Utilizing PhoneSet Manager / Softphone

You must contact a trainer prior to setting up your Contact Center PhoneSet Manager / Softphone training session to determine how many participants will attend and to organize training time frames. A single training session takes approximately 1 hour—multiple sessions may be required depending on the number of participants and their scheduled attendance. This course is designed for agents, supervisors, and managers who will use desktop computers as IP-based phones on a daily basis to communicate with each other and with customers. Contact Center PhoneSet Manager automates Mitel IP phone sets from computer desktops.

Workforce Scheduling

This course is a minimum of 8 separate 2-hour web based training sessions or a minimum of 2 full days of on-site training. It is designed for administrators who schedule employees using Workforce Scheduling to schedule employees and Schedule Adherence to measure adherence to schedules. Prior to your training session, you must book a preliminary 1- 2 hour consultation to ensure the training session is tailored to your scheduling requirements.

Self-paced Supervising your MiContact Center

This self-paced course is designed for managers and supervisors. It provides an understanding of the reporting configuration options available and training on how to generate and auto-distribute reports. You will also become familiar with forecasting service level objectives as well as the tools used to monitor and audit real-time statistics for an ACD (Automated Call Distribution) licensed environment.
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Self-paced Administering your MiContact Center

This self-paced course is designed for technical support staff that are responsible for maintaining and configuring the Contact Center Management software after installation of an ACD (Automated Call Distribution) licensed environment. Participants will review the resources available to them, as well as gain in depth knowledge of administrative and configuration options and best practices.
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Self-paced Creating Flexible Reports

This is a self-paced course designed for administrators, managers, and supervisors who are looking to learn how to create and generate custom designed reports. The course takes you step by step through the different options and features available in the application and involves you in an interactive exercise to create a custom report. Through the examples used and the skills learned you will be able to create custom reports of your own.
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Self-paced Utilizing PhoneSet Manager / Softphone

This is a self-paced course designed for agents, supervisors and managers to learn how to efficiently use the soft phone on a daily basis to communicate with each other and their customers. Contact Center PhoneSet Manager and Contact Center Softphone enable agents to use their desktop computers as IP-based phones. You will learn to set the soft phone configuration options and how to use the soft phone interface to do things such as answer, hang up and transfer calls.
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Supervising your Lync Contact Center

This course runs up to 3 hours and is designed for managers and supervisors who will run both real time and historical reports. It provides an understanding of reporting configuration options and training on how to generate and auto distribute reports. You will become familiar with forecasting service level objectives as well as the tools used to monitor and audit real-time statistics for an ACD (Automated Call Distribution) licensed environment.

Administering your Lync Contact Center.

This course runs up to 4 hours and is designed for the technical support staff responsible for maintaining and configuring the Contact Center Management software on a regular basis after installation. Participants will review resources available as well as gain in depth knowledge of administrative and configuration options and best practices.

Lync Client Training for Agents

This course runs up to 1 hour and is designed for agents who will be using the Mitel Ignite Client. They will learn to use the functions available in the tool as well as the real-time features of the dashboard.

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