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Pointspan ACD
Instructor-Led Course Description
| Teaching Method |
Part Number |
Instructor led lecture/discussion with demonstration and hands-on labs, 5 days
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885-0016-020
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| Prerequisites |
Num of Trainees |
- Pointspan Technical Overview CBT
- Pointspan Station Database
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8 students per class
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| Audience |
Price per Seat |
- Call Center Managers
- Field Engineers
- Database analysts
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$3,000.00
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| Objectives |
At the end of this course, the trainee will be able to:
- Identify a variety of practical applications for his environment.
- Understand basic call guide features including Agent Groups, Agent Super Groups, various call guide steps, and the Integrated Voice
Controller (IVC) card.
- Understand basic steps and functionality of conditional call guide features.
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| Course Contents |
This course will introduce the user to the Pointspan M6880 automatic call distribution capabilities. It is not deigned to offer in-depth coverage of
advanced call guide capability. The user will be introduced to the following topics:
- Building a Call Center (CLCN).
- Building ACD pilots (Call type and Agent group pilots)
- Call guide types (Call Guide 1 and Night Call Guide)
- Call guide commands (basic call guide scenario)
- IVS Phrase Manager and IVC card
- Creating an Agent (ITE and STE) as well as various agent related database.
- Creating a Supervisor
- Dynamic Agent Sign-On and Roaming Agent.
- Call Route Scheduling
- ACD Reports
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| Resources |
- Training room equipped with video-projector, white board and a Pointspan PBX
- Student manuals, labs, and handouts
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| Quicklinks |
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| Contact Tech Training |
Aastra USA Inc.
2811 Internet Blvd.
Frisco, TX 75034 USA
Tel: 800-468-3266 xt 3369
Fax: 469-365-4026
techtraining@aastrausa.com
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