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Date	Duration (Days)	Location	Language	Course Cost plus VAT
Waiting List	5		German	2700,-€	Regist
30.07.-03.08.12	5	München	German	2700,-€	Regist
Waiting List	5		English	2700,-€	Regist

Are all the dates unapropiately for you? Then let you registrate on a interested people list. The registrations are without obligation. For Question: +49 5251-6889300

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Contents

• Concepts of and functionality provided by OpenScape Contact Center
  
• Voice media routing
  
• Call Director steps
  
• Contact data and database functions
  
• Elements of reporting
  
• Client desktop application
  
• LDAP directory and OpenScape UC presence integration
  
• Wallboards
  
• Skills based routing
  
• Callback media
  
• E-mail media
  
• Web collaboration media
  
• Interfaces of OpenScape Contact Center
  
• Basic maintenance tasks

Requirement

• Knowledge of the Server operating system Windows Server
  
• Basic knowledge of the communication platform used

Learn Goal

• Enabling participants in:
• understanding concepts of and functionality provided by OpenScape Contact Center
• configuring the routing for voice media in the communication platform and in OpenScape Contact Center
• working with Call Director steps during routing and queue processing
• working with contact data and including database functions during routing and queue processing
• scheduling, running and viewing reports
• working with the client desktop application
• integrating an LDAP directory and OpenScape UC presence states
• configuring wallboards
• using skills based routing
• configuring, scheduling and handling callbacks
• configuring the routing for e-mails and handling e-mails
• configuring the routing for web collaboration and handling web collaboration
• understanding the functionality provided by the various interfaces of OpenScape Contact Center
• running basic maintenance tasks like backup and restore

Target Group

• Technicians
  
• Administrators
  
• Advanced supervisors

Remark
This training will be performed by the Academy for Professional Training of Siemens Enterprise Communications.