Xima/Chronicall/ACR (Avaya Call Reporter) Agent End User
with PC Agent JAVA Dashboard or HTML Desktop – NO Multi Media
This course offers an overview of the Xima/Chronicall/Avaya Call Reporter Agent call handling features and functionality. Including user tools 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 ACD features.
| Duration | 60 minutes |
| Group Size | Up to 8 people per session |
| Prerequisite | No prerequisite |
| Course type | Back office End User |
| Training Room Requirements | Meeting Room 1 Test Phone between 2 people Test Voicemail Boxes Voicemail Default Passwords (if needed) Remote DDI (if needed) |
| 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 Handset
- Logging onto Dashboard View
- Going in and Out of Groups on Handsets
- Handset DND
- Dashboard Busy Reason
- Trigger and Alert Pop ups (if set)
- Account Codes (if applicable)
- Login and log out Reasons
- Taking and Making Calls
- Hold
- Transfer
- Conference
- Using the Phone Book/Contacts
- Pause/Record (If applicable)
- Presence / Click to dial (if applicable)
- A talk through PC Dashboard Widgets and Dashboard stats configured by administrator
Guides are built into the Xima tool and you will be guided by the trainer where to find them.