This course is targeted towards individuals responsible for administering Avaya CM contact centre features and functions.
• Describe ACD terminology and concepts
• Explain ACD call flow
• Perform Agent/Supervisor operations
• Administer and operate Agent/Supervisor terminals
• Administer ACD Features
o Redirect On No Answer (RONA)
o Call Work Codes (CWC)
• Establish splits/skills
• Service Level Maximiser (SLM)
• Business Advocate (BA)
• Service Hour Tables
• Holiday Tables
• Designing a Vector
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Download a PDF version of these course details (325 KB)
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