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Avaya CMS Administration

Avaya CMS Supervisor provides the information and management tools that customers need to monitor and analyse the performance of their contact centre operations, showing where improvements are needed and where to take fast effective action.
This course provides an overview of CMS and covers areas such as reporting and agent skill administration. The back end of CMS administration is also explored such as backups, terminal administration and setting up new supervisor logins.

Duration 3 hours per session
Group Size Up to 5 people per session
Prerequisite No prior knowledge required
Course type Administration
Training Room Requirements Meeting Room
PC/Laptop per attendee, loaded with CMS Supervisor software and connected to network and CMS Server
Each attendee must bring with them their CMS login
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 understand / be able to:

  • Log into the system
  • Overview of ACD call flow process
  • Understand the information flow between the PBX and the CMS
  • Administer the dictionary
  • Interpret CMS reports
  • Administer exceptions
  • Administer scripts
  • Call centre administration
  • Administer CMS user permissions
  • Set access rights to VDN’s, vectors and skills
  • Understand terminal administration
  • Reset supervisor passwords
  • Administer backups

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