Avaya Certified Training Specialists

IP Office Agent Handset and Voicemail

Duration: 1 Hour 30 Mins
Total Training Time: 1 Day – 4 Sessions per day.
Numbers: Up to 8 Delegates per session.
Course Objectives:
  • This course aims to give delegates a basic level of understanding of the agent functionality for the IP Office handsets and voicemail. Features such as a basic call handling and transferring will be covered. As well as extra agent functionality logging in and out and making themselves available to incoming call groups.
  • Delegates will also receive an overview of the features and functionality of the voicemail system. Everyday use of the voicemail system will be demonstrated.
Syllabus: CALL PROCEDURES
  • Understanding procedure for logging in and logging out
  • Dialling, internally and externally
  • Transferring calls supervised and unsupervised
  • Holding calls - positions and retrieval
  • Use of the Directory
  • Headset working
  • Explanation of Busy NA, Busy Wrap Up and
    other specific programmed ACD feature keys
  • Importance of correct procedures
  • Use of Account codes.
CALL FUNCTIONS
  • Ring Back when free.
HANDSET SET UP
  • Programming speed dial keys
  • Call Forwarding.
MAILBOX CUSTOMISATION
  • Greetings
  • Passcode changes
  • Name.
MESSAGES
  • Leaving a message.
MESSAGE PLAYBACK
  • Rewind/Fast Forward
  • Time & Date Stamp
  • Copying messages
  • Deleting messages
  • Replying to message
  • External message retrieval.

 

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