ADVANCED Report Design for Nortel contact center/Symposium Call Center Server
Next Date(s)/Location(s)
- Feb 7-8, 2008 in St. Petersburg, FL
- Mar 27-28, 2008 in Las Vegas, NV
- May 15-16, 2008 in Chicago, IL
- Jul 10-11, 2008 in Toronto, ON
- Sep 18-19, 2008 in Richardson, TX
- Nov 6-7, 2008 in Atlanta, GA
Duration
- Open Class (seat-based): 2 days
- On-site: 2-3 days, depending on client needs
Overview
This training course is designed for Nortel Contact Center Manager Server (CCMS)* end-users or technical professionals who want to build on the topics learned in
Introductory Report Design for Nortel CCMS course to increase report design skills and discover the reporting power of Crystal Reports with Nortel CCMS.
* Nortel Contact Center Manager Server (CCMS) is the new market name for the Symposium Call Center (SCCS).
Who Should Attend
- Call Center Managers
- Call Center Support Staff/System Administrators
- Power users responsible for designing or modifying Crystal Reports in SCCS
- Nortel Professional Service/Support Team Members
- Nortel Distributor Service/Support Team Members
- Nortel Sales/Marketing Team Members
- Nortel Distributor Sales/Marketing Team Members
Applicable Nortel Systems
This training is applicable to customers running the following Nortel Contact Center Portfolio solutions:
- Symposium Call Center Server (ALL Versions)
- Symposium Express Call Center (ALL Versions)
- Nortel Contact Center - Manager/Contact Center Manager Server (v6)
- Nortel Contact Center - Express (v6)
Prerequisites
Students taking this course should have taken Symmetrics'
Introductory Report Design for Nortel CCMS class, or have extensive knowledge and experience with Crystal Reports and CCMS data.
Topics Covered
The course is broken into 2 main modules with the following key topics:
1. Advanced Crystal Report Design
- Review: CCMS Database, Report Creation
- Grouping Options
- Sections
- Fine-Tuning & Maximizing
- Formulas
- Crystal Reports' Capabilities
- Parameters
- Sub-reports
- Cross-Tabs
- Report Distribution and Management
2. Interactive Workshop (Available for on-site classes only)
The workshop component of the course is designed to solidify the knowledge gained during the formal report design courses and to allow learners to apply their knowledge to real world reporting scenarios in an open, flexible and dynamic environment.
- Hands-on workshop led by your Symmetrics' Instructor
- Customize existing CCMS reports to fit your needs
- Plan, design and create "real world" reports
- Ask questions
- Discuss support issues
- Discuss YOUR needs with respect to Crystal Reports and CCMS
For further information about how you can book a Symmetrics' on-site training class, email us at
training@symmetrics.net or call 604.891.5570
