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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

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