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Pointspan® — Automatic
Call Distribution
| Teaching Method |
Part Number |
Instructor led lecture and
discussion with PowerPoint presentation, 5 days |
885-0016-020 |
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|
| Prerequisites |
Maximum Number of Trainees |
- Pointspan Technical Overview CBT
- Pointspan Station Database
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8 students per class |
| |
| Audience |
Price per Seat |
- Call Center managers
- Field engineers
- Database analysts
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$3,000 |
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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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