Avaya Interaction Centre - Avaya Agent

This course will be suitable for those who use one of the applications below:

• Avaya Agent in VoIP mode
• Avaya Agent in combination with a fixed telephone

Course content

You will learn how to deploy the facilities of the application for an optimal processing of contact centre calls and/or e-mail contacts based on exercises and practical examples during the course.

The following subjects will be discussed:

•  Workflows
• Set-up of the contact centre
• ACD environment and agent statuses
• How to use functions such as connecting calls and setting up conference calls
• Media channels used by your organisation (for example, SoftPhone, e-mail and chat)
• Specific facilities within your organisation

Intake requirements

• Minimum of three months of work experience with Microsoft Windows

Group size and course location

• The group size will amount to no more than 10 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 approximately 2½ hours (depending on the used media channels).

Related courses

• Telephone course
• Voice mail (end user); Definity/Intuity Audix LX or Modular Messaging

Price

• € 1.237,- per day