System Administrator Module

Aim

This one and a half day course assumes a practical knowledge of Contact Central. The course is aimed at the team who are responsible for the day to day running and maintenance of Contact Central. On completion of this course the delegate will be able to use the tools required to administer and maintain the Contact Central software, hence gaining full independence in the administration of their Contact Central solution for day-to-day tasks.

The set-up of both non-IVR (Interactive Response System) and IVR queues is covered during the course.

Structure

The course is delivered by an experienced tutor who will provide lecture input sessions plus facilitate during hands on practical exercises. Supporting the course topics will be a comprehensive manual complementing the training process.

The del ivery of this course varies depending on how much of a technical background attendees have. The trainer will always make sure that the most appropriate communication is used. In the case where attendees are new to system administration, the technical concepts needed to fully understand the architecture of the solution will be introduced in layman terms, to ensure that attendees can easily follow the course afterwards.

It is also possible to del iver a “hands-off” version of this course, for managers and senior managers who need to understand what components are involved to design the behaviours of a call centre, but will not make the hands-on entry themselves.

Objectives

On completion of this course you will be able to:

• Use the Contact Central toolbars
• Access and navigate the various screen views
• Define customer contacts, queues, groups, agents
• Design routing strategies according to the agent’s customer contact and business skills
• Design routing strategies through a interactive voice response (IVR)
• Create a new strategy
• Plan a new strategy
• Validate and activate a new strategy
• Site Administration
• Delete a strategy
• Define Actuate report visibility
• Modify a strategy
• Validate strategies
• Create, and adapt queue and on hold messages
• Create and adapt end of call wrap codes (reason codes)
• Create new queues
• Create new groups
• Create Agents
• Add, delete and associate agents with one or more groups
• Create routing paths
• Define out-of-hours behaviours for a Contact Central system
• Manage the audio files used when the caller is in the Queue or on hold

For further information or to speak to a member of our team please click here