Mitel MiCC (MiContact Centre) Training Courses
We are fully accredited by Mitel to provide end customer training on their behalf. Please see the list shown below for an indication of the Mitel courses that we have available. Use the + symbol on right side to expand the course information.
- Overview of the Handset and Queue Paths.
- Logging In to Contact Centre Client.
- Creating a shortcut to the desktop (if required)
- Configuration.
- Logging on as an Agent.
- Receiving Calls.
- Making Calls.
- Invoking Make Busy (including Make Busy Codes if used)
- Worktimer.
- Account Codes (if used).
- Holding and Recovering Calls.
- Transferring and Recovering Calls.
- Logging Out.
- Signing In/Signing Out
- Understanding the Ignite Screen
- Handset or Micollab Overview and Functionality
- Understanding all Media Queues
- Agent Group Presence for all Media Queues
- Setting Make Busy Reason Codes
- Work Timer
- Answering/Accepting all Media
- Holding all Media
- Transferring all Media
- Declining all Media
- Applying Account Codes
- Media History
- Real Time Monitor
- Pinning Devices
- Customising and Personalising your Ignite Screen
Call Centre Client:
- Creating Real time Manager & Wallboard screens for all Media types.
- Setting up Alarm alert thresholds.
- Auditor Controls (Replaying the real time screens).
- Using the Forecasting Tool.
- Changing the state of Agents and Queues using Interactive Queue.
- IVQ – Interactive Queue Control.
- Monitoring Callbacks
- Using the Help and Documentation.
Contact Centre Management:
- Running Reports.
- Scheduling Reports to run automatically.
- Emailing/Distributing Reports.
- Life Cycle Reports.
Contact Centre Client:
- Creating Real time Manager & Wallboard screens for all Media types.
- Setting up Alarm alert thresholds.
- Auditor Controls (Replaying the real time screens).
- Using the Forecasting Tool.
Contact Centre Management:
- Running Reports.
- Scheduling Reports to run automatically.
- Emailing/Distributing Reports.
- Life Cycle Reports.
- Creating Security Roles
- Accessing Help.
YSE – Your Site Explorer
- Adding & Editing:-
- Employees
- Agents
- Agent Groups
- Queues
- Queue Groups
- Understanding Licensing.
- Creating Make Busy Codes.
- Adding Account Codes & Account Groups.
- Creating Security Roles.
- Introduction and establishing requirements.
- System overview and broad outline of capabilities.
- How to launch the software.
- Overview of Administration Navigation.
- Verify Recording Port Activity.
- Programming the Email tab.
- Programming Alarms.
- Configure Backup & Archive Settings.
- Check Hard Drive Levels.
- Set Recording Rules.
- Set Extension Recording Control.
- Create Lists and Call Filters.
- Create User Profiles and Assign Extensions.
- Create User Groups.
- Set General Application Permissions.
- Tracer Calls Permissions.
- Reporter Permissions.
- Agent and Employee Evaluation Permissions.
- Tracer Live Calls Permissions.
- Tracer Administration Permissions.
- Set User Group Permissions.
- Housekeeping Functions.
- Backup and Archive Settings.
- Stage and Purge Settings.
- Access Tracer as a New User.
