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Avaya® Call Center Training
ACD Administration and Vectoring
CLASS INFORMATION
AUDIENCE: System administrators, data and telecom managers and analysts who administer and implement Avaya® Call Center software. Call Center supervisors and managers who desire a more in depth understanding of Automatic Call Distribution (ACD) features, vectoring and setting up a call center with Expert Agent Selection (EAS).
This class covers the administration of Avaya’s® ACD software, along with comprehensive training in call vectoring. The class allows students hands on practice in a live switch around the implementation of a call center with or without EAS. The available software ranges from Communication Manager® 5.0 to Definity® 9.0.
CURRICULUM
The class is designed for 4 ˝ days of instruction with the following proposed curriculum:
MONDAY 8:30AM - 4:30PM
AM
Call Center Overview
- Call center and ACD definitions
- Understand Quality of Service and Call Center Objectives
- Review basic and advanced features of Avaya® Call Centers
- Modular Messaging Overview
- Compare BCMS (Basic Call Management System) and CMS (Call Management System) reporting capabilities
Call Center Configuration
- System Parameters Customer Options
- System Parameters Features
- Class of Service
- Class of Restriction
- Feature Access Codes
- Overview of EAS (Expert Agent Selection)
- Overview of Direct Agent
PM
Call Center Administration
- Split/Skill Hunt groups, call distribution methods, call delivery from a split/skill hunt group
- Adding and recording announcements
- Utilizing VuStats
- Adding Agent Login Ids and Stations
- Adding VDNs (Vector Directory Number)
- Overview of VDN Variables
TUESDAY 8:30AM - 4:30PM
AM
Call Center Administration continued
PM
Vectoring
- Basic Call Vectoring commands, create and change vectors to support a given call flow
- Practice Exercises
WEDNESDAY 8:30AM - 4:30PM
AM & PM
Vectoring continued
- Call Prompting
- Vector Routing Tables
- Holiday Vectoring
- Vectors with 1st, 2nd, and 3rd, VDN skill preference
- ANI/II Digits Routing
- EWT (Expected Wait Time)
- BSR (Best Service Routing)
- Variable in Vectors
- Service Level Maximizer
- Meet Me Conference
- Vector Subroutines
- Practice Exercises
THURSDAY 8:30AM - 4:30PM
AM
Vectoring Continued
- Vector Comments
- Service Hours Tables
- Duplicating Vectors
- Practice Exercises
PM
Case Study-setting up a call center (emphasis will be on EAS)
FRIDAY 8:30AM - 12:00PM
AM
- Complete case study, test and review
- Improving Performance
- Troubleshooting and Testing
DISMISSED AT NOON
