Avaya ACCS Agent End User
This course offers an overview of the ACCS IP Agent features and functionality. End user functionality such as transferring calls and conference calls is covered. ACD functionality is also shown such as logging into the call centre and making themselves available.
Hands on training and exercises are used throughout the course to demonstrate basic call handling and IP Soft-phone features.
| Duration | 90 minutes |
| Group Size | Up to 8 people per session |
| Prerequisite | No prior knowledge required |
| Course type | Contact Centre Agent |
| Training Room Requirements | Meeting Room 1 Test Phone between 2 people Agent Logins and Passwords 1 PC between 2 people with CCE Agent Software |
| Remote Training Requirements | Sessions will be hosted using either Webex or Microsoft Teams sessions Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams |
| Note | This course should take place before a cutover |
Course Content
Upon successful completion, delegates will be able to:
- Login/Log off
- Go Ready/Not Ready
- Taking and Making Calls
- Hold
- Transfer
- Conference
- Supervisor Assist
- DTMF
- Customer Details (if applicable)
- Using the Phone Book
- Activity Codes (if applicable)
- Work Item (if applicable)
- Agent Statistics (if applicable)
- Presence (if applicable)
- Instant Messaging (if applicable)
Guides will be created for the handset and voicemail when the following information is provided:
- Handset Types & Handset Keys for each type
- Agent Logins and Passwords
- Usage of Timed Wrap Up, Aux Reason Codes & Logout Reason Codes