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Avaya ACCS Agent IX Workspaces End User (including

TThis course offers an overview of the ACCS Agents Workspaces 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 Agent Soft-phone features.

Duration 2 hours
Group Size Up to 8 people per session
Prerequisite No prerequisite
Course type Contact Centre- Agent
Training Room Requirements Meeting Room or Remote
Agent Logins and Passwords
1 PC/Laptop between 2 people with Softphone installed or hard
phone patched and linked to Agent login details.
1 pc/laptop for trainer with softphone or hard phone linked to
a sample Agent login for demo purposes
A CDN number to present to attendees Agent tools.
Mailbox info and 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:

  • Logging into Softphone / hard phone
  • Login/Log off of Workspaces browser
  • Talking through the Interactions Interface and Home page
  • Start Work/Finish Work, Go Ready/Not Ready with/without reasons
  • Taking and Making Calls
  • Hold
  • Transfer
  • Conference
  • Supervisor Assist
  • DTMF
  • Customer Details
  • Activity Codes / Work Codes
  • Disposition Codes / Outcome codes
  • After Call Work codes
  • Teams Contact searches
  • Salesforce Contact Searches
  • Accessing your mailbox or group mailbox

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

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