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

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30-10 Administrator

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