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Cisco Supervisor Desktop (CSD), Cisco Agent Desktop (CAD), Cisco Handset & Voicemail

This course provides supervisors with a basic level of understanding of the contact centre functionality for the Cisco Supervisor Desktop Software, Cisco Agent Desktop Software and IPCC Handsets and Voicemail.

Supervisors will learn how to use the Supervisor Desktop Software. The screen layout will be explained and real time statistics will be explained. Supervisors will be shown how to carry out supervisor functions such as Barge In and displaying Team Messages.

Supervisors will also learn about the end user functionality of Agent Desktop Software such as transferring calls and conference calls. It also covers the extra functionality available to ACD agents such as logging in & out and making themselves available to the queues. The IPCC handset is also demonstrated and differences between the Cisco Agent Desktop and IPCC Handset are demonstrated.

Supervisors will also receive an overview of the features and functionality of the voicemail system. Everyday use of the voicemail system will be demonstrated.

This offering is available for both Cisco Enterprise and Express contact centres.

Duration 90 minutes per session
Group Size Up to 10 people per session
Prerequisite No Prior Knowledge Required
Course type Contact centre Supervisor
Training Room Requirements Meeting Room
Test Phone per Attendee
Extension Mobility Logins and Passwords
Agent Logins and Passwords
Supervisor Logins and Passwords
PC per attendee with Agent Desktop Software & Supervisor Desktop Software
Directory Numbers
Test Voicemail boxes
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, supervisors will be able to demonstrate the following agent features:

  • Understand Contact Management Pane
  • Understand the specific agent procedure from logging in to logging out
  • Choose an Agent State
  • Conduct Basic Call Handling
  • Use the Phone Book
  • Use the Chat Function
  • Understand the Real Time Displays

Upon successful completion, supervisors will be able to demonstrate the following handset capabilities:

  • Understand the specific agent procedure from logging in to logging out
  • Perform standard handset features such as:
  • Multiple Call Handling
  • Hold
  • Transfer
  • Conference
  • Mute
  • Corporate Directory

Upon successful completion, supervisors will be able to demonstrate the following supervisor features:

  • Understand the Supervisor Desktop Window
  • Understand Real Time Reports
  • Change an Agents ACD State
  • Push Web Pages to Agents
  • Barge in on calls
  • Intercept calls
  • Send Team Messages
  • Use the Chat function

Upon successful completion, delegates will be able to demonstrate the following voicemail capabilities:

  • Access Group Voicemail Box internally and externally
  • Set up a new group voicemail box
  • Change password and record name & greeting
  • Retrieve messages and use playback controls

Course Material

Bespoke guides will be created for the handset and voicemail when the following information is provided:

  • Handset Types
  • Handset Keys for each type
  • Extension Mobility details
  • Agent Logins and Passwords
  • Usage of Timed Wrap Up
  • Usage of Unavailable Reason Codes
  • Usage of Logout Reason Codes
  • Voicemail Details – Internal access number, external access number and default password

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