Avaya Certified Training Specialists

IP Office Softconsole Operators Console

Duration: 3 Hours Per Session
Total Training Time: Up to 3 Delegates per session.
Numbers: 1 Day – 2 Sessions per day.
Course Objectives:
  • This course aims to give a basic level of understanding of the operators console and educates delegates on basic call handling.
  • Hands on training and exercises will be used throughout the course.
Syllabus: CONNECTION
  • Full explanation of Report Designer Software tool
  • Log - on procedures
  • Explanation of Reports, Query’s and Universe’s.
SET UP
  • Configuration preferences
  • Creating templates
  • Explanation of extension status
  • Keyboard Mapping, Directory Information.
CALL PROCEDURES
  • Dialling – Internally and externally
  • Transferring calls supervised and unsupervised
  • Holding calls (timers, positions and retrieval)
  • Parking calls (positions and retrieval)
  • Creating conference calls
  • Paging
  • Using and editing the directory entries
  • Adding & deleting B.L.F members
  • Reclaiming calls
  • Working with queues.
CALL FUNCTIONS
  • Ring back when free request
  • Use of account coding
  • Call forwarding
  • Do Not Disturb
  • Programming Call forwarding for extensions
  • Controlling Do Not Disturb for extensions
  • Night Service
  • Operators status absent or present
  • Use of Voicemail
  • Use of headsets (if applicable).

 

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