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Avaya CM Advanced ACD Administration

This course is aimed at administrators who have already completed the basic ACD administration course and require more in-depth knowledge of the ACD and Call Vectoring system.
Delegates will be educated on the setting up of a new ACD environment and the course will also provide a comprehensive guide to the building and manipulating of vectors.

Duration 1 day
Group Size Up to 5 people per session
Prerequisite Attendees must have completed the Avaya Communication Manager Basic Administration AND Avaya Communication Manager Basic ACD Administration before attending this course.
Course type Administration
Training Room Requirements Meeting Room
3-4 phones
Ethernet cable and port per phone
PC/Laptop loaded with ASA software and connected to network
IP Address and Port number of switch
Flipchart/ whiteboard
Projector
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 must take place after a cutover and the system must be signed off by the end client.

Course Content

Upon successful completion, delegates will be able to:

  • Basic Scripting
  • Write vectors
  • Setup up a new ACD environment
  • Put calls into a queue
  • Understand multiple call queuing
  • Time of day routing
  • Auto answer and whisper announcements
  • VDN Variables
  • Understand holiday vectors
  • Deal with emergencies
  • Understand call prompting vectors
  • Automatic number identification
  • Voicemail options
  • Service Hours Tables

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