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