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Avaya ACCS Agent End User (no voicemail)

This course offers an overview of the ACCS IP Agent features and functionality. End user
functionality such as transferring calls and conference calls is covered. ACD functionality is also
shown such as logging into the call centre and making themselves available.
Hands on training and exercises are used throughout the course to demonstrate basic call
handling and IP Soft-phone features.

Duration 90 minutes
Group Size Up to 8 people per session
Prerequisite No prerequisite
Course type Contact Centre agent
Training Room Requirements Meeting Room
1 Test Phone between 2 people
Agent Logins and Passwords
1 PC between 2 people with CCE Agent Software
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:

  • Login/Log off
  • Go Ready/Not Ready
  • Taking and Making Calls
  • Hold
  • Transfer
  • Conference
  • Supervisor Assist
  • DTMF
  • Customer Details (if applicable)
  • Using the Phone Book
  • Activity Codes (if applicable)
  • Work Item (if applicable)
  • Agent Statistics (if applicable)
  • Presence (if applicable)
  • Instant Messaging (if applicable)
  • Picking up Voicemail messages and Mailbox set up

Guides will be provided for the ACCS Interface either before the day by email, or on a memorystick on the day.

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