This course is targeted towards individuals responsible for administering Avaya CM contact centre features and functions.
Lesson 1
• Describe ACD terminology and concepts
• Explain ACD call flow
Lesson 2
• Perform Agent/Supervisor operations
• Administer and operate Agent/Supervisor terminals
Lesson 3
• Administer ACD Features
o Redirect On No Answer (RONA)
o Call Work Codes (CWC)
o Vu-Stats
• Announcements
Lesson 4
• Establish splits/skills
• Service Level Maximiser (SLM)
• Business Advocate (BA)
• Service Hour Tables
• Holiday Tables
Lesson 5
• Designing a Vector
Add this course to your curriculum.
Download a PDF version of these course details (325 KB)
Can't find what you are looking for?
Can we help you?
What our students say about this course
Avaya ACD Admin & Vector Design Course
“Well put together and delivered”
Avaya ACD Admin & Vector Design Course
“Good that it can be tailored to fit the needs of the customer”
Ready to chat?
Contact us to find out how Sabio Solutions can transform your customer experience.
Call us: +44(0)344 412 3000 Email: [email protected]