EAS with Call Vectoring

This course is suitable for those who are responsible for the daily management of the Definity/Multivantage server and, in particular, the contact centre environment within your organisation.

Course content

EAS (Expert Agent Selection) is a software application that is used in contact centre environments for “skill-based routing”. You will learn how you can route incoming telephone traffic to the correct group (skill) during this course.

The following subjects will be discussed:

• Skills and skill levels
• How to create agents and allocate skills
• How to read, interpret and draw call flows
• Vector Directory Numbers (VDNs)
• How to program, interpret and modify vectors
• Conditions when using vectors
• How to optimise the contact centre environment
• Specific facilities within 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.
• This course can be given either at our location in Woerden or 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
• Work with Avaya Supervisor

Price

• € 4.548,- per course