0 Íconos | 0,00
Go

Global Knowledge | Cursos y Certificaciones


Contact Center - Multimedia and Nortel Communication Control Toolkit, Release 6.0 Implementation

Código del curso: 3007C
Duración: 5
Precio: €2.945,00 (sin IVA)

Añadir a favoritos | Imprimir
Temario 

This course covers implementation ofAvaya Contact Center - Multimedia (Email and Outbound) andAvaya Communication Control Toolkit.

- Participants will complete the short product software installation ofAvaya Contact Center - Multimedia on a preconfigured Windows 2003 server. They will also configure multimedia email routing using ContactCenter Manager Administration (including scripting) and Contact Center - Multimedia tools.

- Participants will use the Outbound Campaign Management Tool to implement agent scripts (the outbound campaigninterface) and enable outbound capabilities using Contact Center Manager Administration.

- Participants will also complete hands-on activities including the short installation of Nortel Communication Control Toolkit on a preconfigured Windows server, configuration of Nortel Communication Control Toolkit and the TAPI Service provider to support functionality provided via the Nortel Communication Control Toolkit via TAPI Connector.

- Nortel Communication Control Toolkit will beimplemented in a call center environment in conjunction with a Meridian 1 or Communication Server 1000 switch, Nortel Contact Center - Manager 6.0 and client workstations.

- Successful implementation of Nortel Communication Control Toolkit will be verified using the Nortel Communication Control Toolkit Reference Client.

- Participants will learn how to use Real-time Reporting and Historical Reporting to monitor multimedia transactions handled by contact center agents.

- Students will also use Nortel Contact Center Agent Desktop to accept and respond to email and outbound contacts that have been blended with voice calls into the contact center.

- Lastly, instruction to identify system errors will include use of Nortel Contact Center - Multimedia and Nortel Communication Control Toolkit logging tools, Windows Event logging and for Nortel Communication Control Toolkit, the Communication Control Toolkit Reference Client.

For implementation of Nortel Communication Control Toolkit using the IPML Service Provider with the IPML Connector, additional training is required.

For successful configuration of the IPML Service Provider you will also require course 7922C Nortel Networks IVR CTI Installation for MPS 500 and MPS 1000.


Pre-requisitos

You must be able to do the following:

  • Identify and locate the major components of the switch.
  • Use maintenance tools and software loads to determine and correct equipment failures.
  • Input the switch software database
  • Inspect and power up the switch equipment
  • Recognize PC hardware and software terminology
  • Navigate in MS�DOS and Windows 2000 Server/Advanced Server or Windows Server 2003
  • Possess Windows 2000 Server/Advanced Server or Windows Server 2003 basic administration knowledge and skills
  • Configure and troubleshoot PCs and components of TCP/IP protocol
  • Identify IP addressing
  • Diagnose and isolate faults in LAN cabling and connectors
  • Install and configure PC hard disks, CDROMs, and drives
  • Properly administer and navigate using Nortel Contact Center Manager Administration
  • Write basic call routing scripts using Nortel Contact Center Manager Administration


Próximas fechas del curso

Solicita fechas disponibles. Por favor contáctanos






    Más información

    • Technicians and Engineers.
    • Describe the purpose of Nortel Communications Control Toolkit.
    • Setup the server to support Nortel Communication Control Toolkit.
    • Configure the PBX to allow Nortel Communication Control Toolkit communication and control.
    • Install Nortel Communications Control Toolkit product software.
    • Configure the Symposium TAPI Service Provider database.
    • Configure Nortel Communications Control Toolkit.
    • Validate operation and configuration of system databases using the Microsoft TAPI Browser and Nortel Communication Control Toolkit Reference Client.
    • Identify and use troubleshooting tools to help detect and isolate potential problems with Nortel Communications Control Toolkit
    • Recognize the components of Contact Center - Multimedia architecture and describe its operating principals
    • Describe the interaction between Contact Center - Multimedia, the customer web server, Nortel Communication Control Toolkit, Contact Center Manager Server, e-mail server and the PBX
    • Verify that the server environment is ready for Contact Center - Multimedia implementation
    • Install Contact CenterMultimedia product software
    • Configure the Contact Center Manager Server for Contact Center Multimedia
    • Configure Email and Rules for Contact Center Multimedia to successfully route email contacts.
    • Login to Contact Center Agent Desktop, explain and use Contact Center Agent Desktop to accept and respond to email and outbound dialing campaign contacts.
    • Use the Outbound Campaign Management Tool to configure outbound campaigns for the contact center.

    This training can help you prepare for the following Nortel certifications:

    920-166 · NCSS - Contact Center Rls. 6.0 Multimedia and Communication Control Toolkit (CCT)

    920-172 · Nortel Communication Control Toolkit Rls. 6.0 Certification Exam



    © 2012 Global Knowledge Network Spain SLU. Inscrita en el Registro Mercantil de Madrid, Tomo: 10.520, Folio:1, Sección: 8, Hoja: M-166696, Inscripción: 1ª CIF: B81366668.
    Mapa del Sitio, Accessibility Policy, Política de Privacidad, Términos y Condiciones, Legal Information.
    RSS. (Srv: 222)