| Duration: |
1 and half hours per session |
| Total Training Time: |
1 Day - 4 Sessions per day |
| Numbers: |
Up to 3 Delegates per session |
| Course
Objectives: |
Upon successful completion of this course, the student will be able to:
- Start up and Close the application
- Perform Basic Call Handling
- Use the programmable Feature keys.
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| Syllabus: |
SET UP
- Logging in and Out of Application
- Understanding the call handling area
- Understanding the function keys.
AGENT LOGGING IN/OUT
- Agent logging in and Out of Queues
- Making Available - (Auto-In)
- AUX Work Key Not Ready - On initial login
- AUX Reason Codes - Break, Lunch etc.
BASIC CALL HANDLING
- Headset key
- Release / Drop key
- Answering calls
- Making calls
- Placing calls on hold and reconnection
- Toggle between calls
- Supervised transferring of calls
- Unsupervised transferring of calls
- Using the programmable feature keys.
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