Skip to main content

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

Add this course to your curriculum.

Download a PDF version of these course details (326 KB)

Can't find what you are looking for?

Can we help you?


What our students say about this course

31-00 Administrator

Avaya CMS Administration

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

Have some feedback on our courses? Share your thoughts

Share

Start your journey with Sabio

Start your journey with Sabio

If you’re interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Call us: +44(0)344 412 3000 Email: [email protected]

Speak to an expert

If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.

Can I help?