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Physical Features:
Soft keys
Line Keys
LCD Display
Volume
Speaker/Headsets
Ring Tones
Call Logs
Voicemail Access
Accessing Services
Call Handling:
IDivert
Call Forward
Hold
Call Stacking
Join
Transfer
Conference
Meet-Me
Park
Pick-up
Callback
Extension Mobility
Call Manager User Options
Web Page:
Overview
Log-In/Log-Out
Speed Dialing Options
Programming Line Keys
Programming Address Book
Programming Fast Dials
Forward Device from User Page
Services Options
Mobility Manager:
Overview
CCM User Set-Up
Define Device Parameters
Activating Feature from Cisco Device
Mobile Connect Feature Access
CTIOS /CAD–Agent:
Call Center Overview
Agent States
Log-In
Software Tour
Call Handling
Monitoring Queue
Agent Reports
Agent Chat
Personal Address Book
Enterprise Interface (if applicable)
Log-Out
IP Phone Agent:
Call Center Overview
Agent States
Log-In / Log-Out
Monitoring Queue
CTIOS/CAD – Supervisor:
Call Center Overview
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
- Monitor
- Barge
- Intercept
- Record
Monitor Queue
Chat / Marque Messaging
Real Time Reporting
UCC Reporting
CUIS / WebView / CRS:
Reports Overview
Log-In
Software Tour
Report Types
Report Parameters
Customizing Reports
Report Modification
Interpreting Data
Exporting Data
Saving Reports
Scheduling Reports
Unified Attendant Console:
Overview
Log-In
Software Tour
On-Line/Off-Line
Call Control Window
Directory
Call Handling
Speed Dials
- Setting Up
- Transfer
**First Day Support Recommended**
Unified MeetingPlace:
Set-Up/Access
Meeting Descriptions
Scheduling a meeting
- Parameters
- Audio
- Video
- Reoccurring
Scheduling a Meeting on behalf of others
Attending a Meeting
Finding a Meeting
Working with Tools
Sharing
Tools: Chat / Note / Polling
Recording a Meeting
Listening to Recorded Meetings
CUPS – Unified Personal
Communications:
Intro/Positioning
Log-In
Preference Settings
- Voicemail
- Web Conferencing
- Communication
Reachability
- Setting Preferences
- Changing Status
Call Handling
Instant Messaging
Sending E-mails
Contacts
- Creating
- Managing
- Groups
Preferred Contact Methods
Voicemail Using Personal Communicator
Recent Communications
Workforce Management:
Administrative
Creating and Configuring WFM Users
Configuring System Default and Preference
Configuring CSQs and CSQ Mappings
Configuring Work Shifts and Work Shift Conditions
Supervisor/Management
- Creating Exceptions Types
- Creating a Project
- Generating a Distribution
- Generating a Forecast
- Creating What-If Scenarios
- Generating a Schedule
- Maintaining a Schedule
- Edit a Schedule
- Multi-Skilled Agents
- Trend Monitoring
- Reporting
- Approve requests for Exceptions, Schedule Trades and Offers
Agent Functions
- My Page
- Trade a Schedule using the Agent Inbox
- Request an Exception Using the Agent Inbox
- Post a Schedule Offer to the Bulletin Board
- Approve requests for Exceptions, Schedule Trades and Offers
Quality Management:
Supervisor/Management
- Team Contacts
- Review Statistics
- Evaluate Agents Performance
- Team Performance Reports
Evaluators
- Evaluate Agents Performance
Archive
- Accessing Archive Reports
- Export Recordings
Agent Functions
- Contacts
- Review Statistics
- Review Evaluations
- Listen to Scored Recordings
- Add Comments to Evaluations
- Review Performance Reports
Cisco IP Communicator:
Physical
Audio Wizard
Connectivity
Soft keys
Line Keys
LCD Display
Call Logs
Voicemail Access
Accessing Services
Call Handling:
IDivert
Call Forward
Hold
Call Stacking
Join
Transfer
Conference
Meet-Me
Park
Pick-up
Callback
Extension Mobility
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Physical Features:
OptiGuide
Line Keys
Volume
Speaker/Headsets
Ring Tones
Voicemail Access
Call Handling:
Call Forward
Hold
Transfer
Conference
Park (Park to Station)
Pick-up
Camp
Agile Agent:
Call Center Overview
Agent States
Log-In
Change Password
Software Tour
Client States
Call Handling
Contact Waiting Indicators
Team List and Team Bar
Modify System Settings
Contact Logs
Customize Desktop
View Personal Statistics
System Messages
Agent Chat
Speed Dials
Printing Client Desktop Info
Siemens 9006
Agent Training:
Call Center Overview
Agent States
Log-In/Log-Out
Monitoring Queue
Agile Manager:
Call Center Overview
Log-In
Report Types
- Real Time
- Historical
- Cumulative
- Activity
Monitor Real Time Reports
Creating Teams
Select an Agent
Monitor
- Barge
- Intercept
- Record
Monitor Queue
ProCenter:
Call Center Overview
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
Monitor Queue
Exporting Data
Saving Reports
Scheduling Reports
Siemens
Business View Composer:
Call Center Overview
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
Monitor Queue
Exporting Data
Saving Reports
Scheduling Reports
Siemens – Business View Observer:
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
Monitor Queue
Real Time Reporting
Creating Thresholds
NEC DT-Series:
Physical Features:
Soft Keys
DN Keys
Hands free
Speaker/Headsets
Ring Tones
Voicemail Access
Call Handling:
Call Forward
Hold
Transfer
Conference
Park (Park to Station)
Pick-up
NEC Agent Training:
Call Center Overview
Agent States
Log-In/Log-Out
Monitoring Queue
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Physical Features:
Soft Keys
DN Keys
Hands free
Speaker/Headsets
Ring Tones
Voicemail Access
Call Handling:
Call Forward
Hold
Transfer
Conference
Park (Park to Station)
Pick-up
Nortel Agent Training:
Call Center Overview
Agent States
Log-In/Log-Out
Monitoring Queue
Meridian Mail:
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
- Change Passwords
- Change Greetings
- Alternate Greetings
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My Call Pilot:
Log-In
Remote Access
Message Notification
Telephone Options
Fax Printing
Personal Distribution Lists
Unity Voicemail:
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
- Change Passwords
- Change Greetings
- Alternate Greetings
Unity Unified Messaging/Viewmail:
Unified Messaging Overview
Set-Up Process
Message Notification
Accessing Messaging
Listening to Messages
- From Phone
- Computer
- PDA
Deleting Messages
Xpressions Voicemail:
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
Change Passwords
Change Greetings
Alternate Greetings
PhoneMail:
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
- Change Passwords
- Change Greetings
- Alternate Greetings
Microsoft Unified Messaging:
Unified Messaging Overview
Set-Up Process
Message Notification
Accessing Messaging
Listening to Messages
- From Phone
- Computer
- PDA
Deleting Messages
Touchtone Access/Voice Access
Missed Call Notifications
Calendar
Adomo Unified Messaging:
Unified Messaging Overview
Desktop User Preferences
Message Notification
Accessing Messaging
Listening to Messages
- From Phone
- Computer
- PDA
Deleting Messages
Touchtone Access/Voice Access
Find Me Follow Me (Smart Locate)
First Day Service Support:
Floor Support
Impromptu Training
One-on-One Training
Help Desk Support
System Design Assessment
Troubleshooting
Train the Trainer Certification:
Participant Stage
Observation
Independent Study
Co-Facilitation
Coaching Feedback Sessions
Q&A Follow-Up
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