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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 per session
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

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