Titolo del corso:

HCIA Contact Center Training

Obiettivi:

Al termine del corso i partecipanti saranno in grado di:

  • Learn about the contact center’s development history
  • Get familiar with eSpace CC solution
  • Know typical networks of eSpace CC
  • Understand interfaces and protocols of eSpace CC
  • Master functions of components in eSpace CC
  • Get familiar with U2980 LMT management page
  • Get familiar with WAS platform management and operation page
  • Get familiar with Agent management and operation page
  • Get familiar with CMS platform management and operation page
  • Get familiar with BIR platform management and operation page
  • Understand the planning and design principles of the eSpace CC system
  • Know how to install the software for the eSpace CC system
  • Understand the networking and hardware system of the eSpace U2980 series gateway
  • Understand the cable connections and applications of the U2980
  • Master the basic concepts of the U2980
  • Master the basic connection configuration of the U2980
  • Understand basic principles of the agent service
  • Get familiar with interworking configuration
  • Be skilled in agent service configuration
  • Get familiar with basic concepts and scenarios about routing in a contact center
  • Understand the call allocation policies
  • Be skilled in contact center policy configuration
  • Learn about basic principles of the IVR service
  • Be skilled at IVR service configuration
  • Understand basic concepts about eSpace BIR
  • Get familiar with the networking scheme, component relationships, and service process for the eSpace BIR voice report service
  • Be skilled in commissioning the eSpace BIR voice report service
  • Understand the basic concepts and functions of eSpace CMS
  • Know the component relationships and service processes of eSpace CMS
  • Get skilled in commissioning the eSpace CMS monitoring and inspection services
  • Configuration administrator routine operations
  • Operation administrator routine operations
  • Service manager routine operations
  • Inspector routine operations
  • Agent routine operations
  • Routine maintenance of the eSpace CC system
  • Methods for collecting logs for the eSpace CC system
  • Sequence for powering on the eSpace CC components upon power outage and methods for restarting the eSpace CC services
  • eSpace CC backup scenarios and policies
  • Methods for changing passwords for users in the eSpace CC system

Prerequisiti:

  • A general familiarity with PC operation system
  • A general familiarity with network knowledge
  • A general familiarity with communication theory
  • HCIA-UC Certification or similar knowledge

Chi è atteso:

  • Assistant engineers or engineers who need to systematically understand or grasp the basics of eSpace CC or commonly used technology with eSpace CC solution planning and deployment of the primary technology decision-making ability.
  • Assistant engineers want to grasp the basic operation of Huawei eSpace CC and deployment capacity.

Certificazione:

Il corso è propedeutico per il conseguimento della certificazione HCIA Video Conference.

Argomenti:

  • eSpace CC Solution Introduction
  • eSpace Contact Center Solution Networking Principles
  • eSpace CC Administrator and User Configuration Pages
  • eSpace CC Solution Installation and Deployment
  • eSpace CC Gateway Service Commissioning
  • eSpace CC Agent Service Commissioning
  • eSpace CC Call Allocation and Routing Policies for the Agent Service
  • eSpace CC Voice IVR Service Commissioning
  • eSpace CC Report Service Commissioning
  • eSpace CC Monitoring and Inspection Service Commissioning
  • eSpace CC Routine Operations
  • eSpace CC System Maintenance

Livello:

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Durata: 5 giorni

Codice: HCIA-CC

Prossime date:

Modalità di Erogazione:

Instructor Led (ILT)
Live Virtual Training (LVT)
Blended (BLD)

Lingue:

Lingua Italiana English Language Langue Française Idioma Español

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