Avaya Certified Training Specialists

ACM IP AGENT & ACM Handsets

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.
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.

 

Avaya Phone
Spiral-X Ltd
1a Sherborne Road
Peterborough
PE1 4RG

Tel: +44 (0) 845 017 5547
Fax: +44 (0) 1733 314 975
email: helpdesk@spiral-x.com