| Overview
The course is an Implementation and Managing course for Solidus eCare 4.1.
At the end of the course participants will be able to install, configure,
operate and troubleshoot the Solidus eCare product.
Target audience
The target group is installation and support engineers.
Prerequisites
• Completion of Open Application Server (OAS) 3.1 I&M training
• MS Windows 2000/2003, MS Windows 2000/2003 Server and
Microsoft SQL Server Version 2000 knowledge as well, Microsoft
Exchange if Exchange e-mail is used and Lotus Notes if Domino email
is used.
Main Objectives
After the course the participants will have knowledge and the experience
of the system build-up, start-up, programming, test procedures for all
Solidus eCare applications including Knowledge Base Manager, CSR
and Solidus eCare integration.
Contents
• Planning the Solidus eCare Installation
• Solidus eCare Architecture
- Interfaces
- Events
• Getting Ready for e-mail Integration
• Install and configure the Outlook or Domino Client
• Configure SQL Mail
• Installing Enterprise License Management (ELM) and the Solidus eCare Licenses
• Solidus eCare Installation
• Solidus eCare basics
- Components
- Call routing
• Solidus eCare Setup Utility
• Configuration Manager
- Setting configuration parameters
- Modifying existing configuration parameters
- Configuring a campaign
• Desktop Manager
- Configuring Desktop Manager
- DDE
- Interactions with other applications
• DM IP Soft Phone
• E-mail Integration
• DM Options and Privileges Explored
• Information Manager
- Viewing real time information
- Configure wall display messages
• Report Manager
- Configure report preferences
• Configure report layouts
• Real Time Interface
- Installation
- Configuration
• Integrated Script Manager
- Installation
- Configuration
- Creating a call flow
• Stand Alone Script Manager
- Installation of Stand alone Script Manager
- Features/Advantages
- Interface
• Building an Application Database Maintenance Utility
- Overview functions
• SpyTracer Explored
• Script Manager Configuration Tool
• Script Manager Utilities for Maintenance
• Script Manager SMS Component Library
• Database Maintenance
- Installation options
- Backup
• Database Interface Kit
• Configuration and Script Building Exercises and Workshop
• CSR Console
• Media Integration
• Management and Reporting
• Internet Suite System
• Security
• Internet Suite Configuration
• Operational Procedures
• Troubleshooting
Learning Situation
Instructor-led, classroom course with hands-on exercises.
Duration
7 days.
Add-on Courses
ASR/TTS in Solidus eCare LZU 102 1208
Extended Script Manager LZU 102 1332
For more details please contact us at tcc@tawasolnet.com
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