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Avaya CMS Administration

Course code 31-00
Level 3 Administrator
Duration 1 day
Class size 6

This course provides training on the tasks required to administer CMS and interpret reports of ACD activity.

Lesson 1:
• Logging In/Out of CMS Supervisor
• Explanation of the controller menu bar
• Review of ACD terminology and call flow
• How CMS tracks data
• Running and Interpreting Real-time and Integrated Reports

Lesson 2
• Drilling Down
• Sorting and Formatting Reports
• Using Help
• Setting Report Thresholds
• Scripting
• Running and Interpreting Historical Reports
• Exporting Report Data
• Customised Buttons

Lesson 3
• Creating Agent Groups
• Administering Exceptions
• Agent Administration
• Call Centre Administration
• CMS System Set-up
• Maintenance and Backups
• The Dictionary
• User Permissions

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What our students say about this course

31-00 Administrator

Avaya CMS Administration

“The training covered all the areas, very informative, very friendly.”

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