Course Details
- ACD & Call Vectoring Workshop (Course Content)
- D812
- £ 480 per Delegate (2 Days)
This 2 day instructor led course gives an introduction to the principles of ACD and set up of vector operations
Practical hands-on exercises support the lectures to enhance the learning experience of the delegate.
The course aims to cover ACD operations, set up for use as expert agent distribution, writing vectors to perform operations and locating faults on vectors within the system
Upon completion of this course, the students should be able to:
- Program agents in an EAS and non-EAS environment, from a blank ACM system so that they can log on the ACD and take calls
- Program VDN's and Vectors so that calls will be presented under certain controlled conditions
- CONDITIONS TO BE MET WIL INCLUDE:
- Time of Day, Queue size, ANI, Vector Routing Table, Look Ahead Interflow, Back Up Queues and Auto Attendant steps
- Program and record announcements on both TN750B/C and TN 2501AP announcement packs.
- Program Val Manager to access to the announcements in order to allow back ups and restoration of announcements.
- Program various ACD related features, including MCT, Vu Stats, Service Observe.
- Program other Vector related features such as Holiday and Meet Me Conference.
- Perform faultfinding on Vectors using Event and Trace facilities.
- Pass an open book theory exercise by achieving 80% pass mark.
- The course objective is to allow the student to gain knowledge for a successful completion of the following on line assessment - AVA00744 AEN - Avaya Call Centre - Implementation Workshop to complete the Avaya Authorisation on this product.
