ACD with Call Vectoring

This course will be suitable for those who use the ACD (Automatic Call Distribution) application to provide the daily management of the contact centre environment in the Communication Manager System.

Course content

You will learn to define and generate agents in the Communication Manager System by using ACE groups (splits) during this course. You will also learn how to work with Call Vectoring, that is, the software in the Communication Manager System that processes incoming traffic in the contact centre environment and routes it to the correct group.

The following subjects will be discussed:

• Set up, adjust and delete splits
• Agents and BCMS Vu (BCMR) login IDs
• Vector Directory Numbers (VDNs)
• Program, interpret and modify vectors
• Conditions when using vectors
• Optimise the contact centre environment
• Specific facilities of your organisation

Intake requirements

• Minimum of three months of work experience with Microsoft Windows
• Avaya Site Administration (ASA) course
  

Group size and course location

• The group size will amount to no more than 6 students.
  
• The course will be provided at your location. Contact our course coordinator if you have any questions about setting up the classroom for the course.
  

Course duration

• The course will be provided in 3 days.
  

Related courses

• Work with Avaya BCMR

Price

• € 4.548,- per course