Avaya Certified Training Specialists

ACM ACD (Automatic Call Distribution) & Vector Design Administration

Duration: 1 Day
Numbers: Max 2-4
Course Objectives: Upon successful completion of this course, the student will be able to:
  • Describe ACD terminology and concepts
  • Explain ACD call flow
  • Perform Agent/Supervisor operations
  • Administer and operate Agent/Supervisor voice terminals
  • Administer ACD features
  • Establish splits/skills
  • Design a basic vector.
Syllabus:
  • Describe ACD terminology and concepts
  • Explain ACD Call Flow
  • Describe Agent Work Modes
  • Administer & Operate Agent / Supervisor Voice Terminals
  • Establish Splits & Skills
  • Create & Save Announcements
  • Create Vector Directory Numbers (VDN's)
  • Edit existing and Design Vectors (basic)
  • Assign Agent Login ID's
  • Call centre Button Form
  • Security Precautions for Vectoring.

 

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