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(Oceana/AACC/Elite) Multimedia

This course provides a general introduction to IX workspace including multimedia and covers the tasks that contact centre agents can perform.

Duration 90 minutes per session
Group Size Up to 10 people per session
Prerequisite No prior knowledge required
Course type Contact Centre Agent
Training Room Requirements Meeting Room
Test Phone per Attendee
Agent Logins and Passwords
Test Voicemail Boxes
Test PC per Attendee with Internet Explorer
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 understand / be able to:

Operation

  • Logging into/out of Avaya IX Workspaces
  • Using the Welcome widget
  • Using the Settings widget
  • Using the Customer details widget
  • Keyboard shortcuts
  • Changing status
  • Using the After Contact Work time
  • Entering an activity code
  • Entering a disposition code
  • Downloading and uploading to the Avaya Workspace Logs
  • Accessing Online help
  • Calling your supervisor

Voice Interactions

  • Accepting a call
  • Declining a call
  • Placing a call on hold
  • Taking a call off hold
  • Transferring a call
  • Consulting another agent or supervisor
  • Ending a call
  • Making a call
  • Using DTMF digitis
  • Making a call while on a existing voice call
  • Accepting an inbound voice call while on an existing skillset voice call

Video Interactions

  • Accepting a video call
  • Declining a video call
  • Placing a video call on hold
  • Taking a video call off hold
  • Transferring a video call
  • Consulting another agent or supervisor
  • Ending a video call
  • Using DTMF digits
  • Making a call while on an existing video call

Chat interactions

  • Accepting a chat interaction
  • Declining a chat interaction
  • Sending a chat message
  • Using the suggested content widget
  • Transferring a chat interaction to a skillset
  • Closing the chat interaction

Email interactions

  • Accepting an incoming email interaction
  • Declining an incoming email interaction
  • Replying to an email interaction
  • Creating an email message
  • Uploading images to the email image pool
  • Adding inline images
  • Creating an HTML email signature
  • Creating a plain email signature
  • Adding images to signatures
  • Closing the email interaction
  • Transferring an email interaction within the contact centre

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