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MiContact Center Business - MiVoice Connect for Open SIP Release 9.2 Installation & Maintenance - T-MICC-9.2-OPEN-SIP

Location: Varies
Venue: Varies
Dates/Times: Varies
Registration Fee: $2,868.75

The Mitel MiContact Center - MiVoice Connect Open SIP Installation and Maintenance (I&M) Course is a five-day, remote, leader-led course that provides advanced hands-on training that teaches you how to successfully install and maintain an Enterprise Contact Center configuration. Installation and maintenance topics covered include Contact Center Management ACD, Multimedia, and IVR Routing. 

You will also gain a detailed understanding of the Contact Center Management architecture, media server configuration, and the best practices for maintaining your software. Once the course curriculum and exam have been completed, participants will receive a MiContact Center Open SIP I&M Certificate. 

Date Location
Time Register
December 14 - 18, 2020 Virtual  9:00 am to 5:00 pm CT  Register Now
February 8 - 12, 2021  Virtual 9:00 am to 5:00 pm CT Register Now


Format: Remote, leader-led


Audience: Installers, engineers


Duration:  Five days

Mitel Course Number: T-MICC-9.2-OPEN-SIP-RLL

Prerequisites:  N/A

The following topics are covered during this training:

Day 1 – Installing and provisioning of Voice
• Order of installation (MiVoice Connect, BluStar, MiCC)
• Configuration of MiVoice Connect for SIP integration with MiCC
• Configuration of the Media Server in YSE (Your Site Explorer)
• How calls route from MiVoice Connect to the MiCC
• Role of the BluStar and FreeSwitch within MiCC for Open SIP
• Intro to MiCC
o What is MiCC?
o What are the components of the suite?
o What is the history of MiCC
o What is ACD
• MiCC Business Pre-install
• BluStar server setup
• Installation and provisioning Exercise
• Provisioning of the contact center

Day 2 – MCC
• MiCC Voice provisioning
• Creation of Mail Servers
• Creation of Email and Chat Media Servers
• Enabling MCC Agents/Creating of new MCC Employees
• MCC Queue creation
• MCC Inbound and InQueue Work Flows
• Hands on labs to enable students to create MCC environments
• MiCC Client Overview (Ignite, CCMweb, Contact Center Client, YSE)

Day 3 – Basic IVR Routing
• Getting Started with IVR (Interactive Voice Response) Routing
• Building IVR Workflows
• IVR Routing Default Workflows and Subroutines
• Configuring Prompts, Data Providers, Holidays, Music on Hold, Rules, Real Time Monitoring for IVR
• Overview of the Work Flow UI
• Creation of an Inbound Work Flow and assigning Endpoints
• Overview of the basic IVR Activities. These will include:

  • The basic Conditions (ANI, DNIS, Mode of Operation, Queue, Redirect and Schedule)
  • The basic Activities (Answer, Delay, Email, Go To, Hang Up, Menu, Play, Record, Transfers

* Creation of Inbound work flow scenarios to provide hands on experience

Day 4 – Advanced IVR overflowing, including:
o Variables. What they are, how to create and use them and the Set Variable and Compare Variable activity
o Collected Digits
o Query and Data Providers
o Execute
o Prompt Creation
o Language Activity
o Management Plan
o Rules
o Subroutines
o Callbacks
• InQueue Routing (UPiQ and other options)
• Music on Hold
• Speech Recognition and TTS
• IVR Architecture and Logging
• Remote server updates
• More hands-on inbound IVR routing scenarios

Day 5 – Practical Assessment

  • Review any outstanding questions
  • Practical Assessment

Additional Recommended Training

  • MiVoice Connect Installation and Maintenance Leader Led (40 hrs.)
  • Supervising your MiContact Center Self-Study (4 hrs.)

Required Equipment:
PC (Window or Mac) with Internet access

Optional Equipment:
IP400 phone (Alternately, Connect Client soft phone may be used)

Terms & Conditions
The information contained in this document is subject to change without notice and should not be construed in any way as a commitment by MITEL NETWORKS or any of its affiliates or subsidiaries