ARC Console Operator Training
Arc Console Training provides a hands on step by step training course covering all the procedures an operator will use on an everyday basis. The course covers screen layout and basic call control keys used. By the end of the session the attendees will be able to operate the console answering and transfer calls in a professional manner. Operating procedures are taught using the keyboard. For mouse-orientated operators all methods of mouse operating are also addressed.
| Duration | 90 minutes per session |
| Group Size | Up to 3 people per session |
| Prerequisite | No Prior Knowledge Required |
| Course type | Back Office End User |
| Training Room Requirements | Meeting Room PC with Arc Console Software 4 Phones to simulate calls Above phones must be included in the Busy Lamp Field (if present) Voicemail must be enabled on one of the above phones only Pre CT Gateway Numbers Call Park Information (if present) Presence Status Information (if present) Paging Request Information (if present) |
| 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 on and off
- Answering Calls
- Transferring Calls & Call Reclaim
- Placing calls on Hold and Retrieving
- Retrieving and re-establish calls on time out – Hold, No Reply, Camp On, Park
- Taking messages and sending an email through Arc
- Dial by name and Directory usage – BLF, Internal and External Directories
- Temporary Absence
- Emergency Procedures
- Connecting callers directly into a user’s mailbox greeting
- Answering specific incoming calls
- Operator to operator calls
- Placing multiple calls on hold and retrieving specific calls
- Holding calls with attached notes
- Call Park/Personal Call Park and additional procedures (if present)
- Conferencing two calls together
- Adding/edit Speed dial numbers
- Presence Status – extensions
- Contact properties – Alternate numbers, Keywords, Alternate Name spellings, email, Location, Cost codes, Job Titles, Departments etc.
- Viewing contact information and absent information