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.
fThis 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.