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INTRODUCTORY Report Design for Nortel CONTACT CENTER/Symposium Call Center Server

Next  Location(s)/Date(s) of Open Class

  • Feb 4-6, 2008 in St. Petersburg, FL
  • Mar 24-26, 2008 in Las Vegas, NV
  • May 12-14, 2008 in Chicago, IL
  • Jul 7-9, 2008 in Toronto, ON
  • Sep 15-17, 2008 in Richardson, TX
  • Nov 3-5, 2008 in Atlanta, GA

    Duration
  • Open Class (seat-based): 3 days
  • On-site: 3-5 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 the ability to create their own Crystal Reports within the CCMS environment. Upon successful completion of this course, students will have the necessary knowledge and skills to understand Crystal Reports & CCMS integration; interpret and understand the CCMS database environment as it pertains to reporting; and plan, design and implement a custom Crystal Report using basic report creation techniques, based on CCMS data.

* 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 CCMS
  • 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

  • Understanding of basic database concepts and contact center terminology and should be familiar with the CCMS Web client application.
  • Familiarity with Windows operating system

Topics Covered
The course is broken into 3 main modules with the following key topics:

1. CCMS Database Overview
  • Define Relational Database/components of Relational Databases
  • Introduction to Structured Query Language (SQL)
  • CCMS Database/Data structure
  • Entity Relationships
  • Understanding Reporting and Analysis Tools
  • Reporting in CCMS

2. Crystal Report Design I (Introductory Topics)
  • Planning the Report Design Process
  • Creating a Basic Report
  • Parts of the Design Tab
  • Record Selection
  • Sorting, Grouping and Summarizing
  • Presentation Quality Reports
  • Text Objects
  • Linking CCMS Data Views
  • Formulas and Calculations
  • Conditional Formatting
  • Formatting Sections
  • CCMS Reports

3. Optional Interactive Workshop (1 extra day in addition to core content)
Only available for on-site classes, this optional 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.

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.



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