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Handset & Voicemail Super User (Train the Trainer)

This course aims to give delegates a high level of understanding of the end user functionality for the Avaya handsets and voicemail. As well as covering the basic end user functions, super user training covers the more enhanced features of the phone, allowing super users to effectively provide a first line of support to their colleagues should this be required.
As well as advanced handset training, delegates will receive comprehensive training on the features and functionality of the voicemail system. Current business ‘Best Practice’ will be covered for the handset and the voicemail.
Super users will subsequently be able to provide answers to most frequently asked questions during Go-Live.

Duration 2 hours per session
Group Size Up to 10 people per session
Prerequisite No prior knowledge required
Course type Back Office End User
Training Room Requirements Meeting room/Training room
Test phone per attendee
Test voicemail boxes
Voicemail Default Password
Meeting room/Training room
Test phone per attendee
Test voicemail boxes
Voicemail Default Password
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:

Handset Features:

  • Make and receive multiple calls
  • Use the standard telephone features e.g. Hold, Transfer, Mute, Conference etc.
  • Use the programmable telephone features e.g. Directory, Call Forward, Send all Calls etc.
  • Use the advanced telephone features e.g. Speed dials, Logged Calls and menu options

Voicemail Features:

  • Access Voicemail internally and externally
  • Set up a new voicemail box. Change password and record name & greeting
  • Retrieve messages and use playback controls
  • Responding to messages
  • Administer personal greetings
  • Answer frequently asked questions

Bespoke guides will be created for the handset and voicemail when the following information is provided:

  • Handset Types
  • Handset Keys for each type
  • Voicemail Details – Internal access number, external access number and default password

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