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Avaya CM Basic ACD Administration

This course takes delegates through the basic administration of the Avaya ACD (Automatic Call Distribution) system. Attendees will be educated on various features such as Hunt Groups and agent work states as well as the basic administration of vectors, including the insertion and deletion of vector steps.

Duration 1 day
Group Size Up to 5 people per session
Prerequisite Attendees must have completed the Avaya Communication Manager Basic 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
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

Course Content

Upon successful completion, delegates will be able to:

  • ACD Terminology and concepts
  • Describe ACD Call Flow
  • Administration of ACD hunt groups
  • The creation and enabling of new agents
  • The administration and operation of agent and supervisor terminals
  • The performing of agent and supervisor operations
  • Administering Vu statistics on handsets
  • The management and recording of announcements
  • Management of vector directory numbers
  • The creation of a basic vector to perform defined operations

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