Avaya IP telephony training

Avaya CM basic administration
This course provides a general introduction to Avaya Communications Manager. Delegates will be given a comprehensive overview of the system and will also gain practical experience of administering the CM server to carry out basic moves, adds and changes.

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Avaya CM advanced administration
This course builds on the Avaya CM basic system administration providing accreditation on the advanced functionality of the system. It covers the full range of hardware options and features as well as detailed configuration of DS1 boards and AAR and ARS analysis.

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Avaya CM basic ACD administration
This course takes delegates through the basic administration of the Avaya ACD (automatic call distribution) system. Attendees will be educated hunt groups and agent work states, as well as the basic administration of vectors, including the insertion and deletion of vector steps.

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Avaya CM advanced ACD administration
This course is aimed at administrators who have already completed the basic ACD administration course and require more in-depth knowledge of the ACD and Call Vectoring system. Delegates will learn how to set up a new ACD environment and the course will also provide a comprehensive guide to building and working with vectors.

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Avaya CMS supervisor
This course provides an introduction to CMS Supervisor; it is designed to educate contact centre supervisors on how the system operates, what their reporting options are and, how to locate and run reports in order to manage the contact centre effectively.

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Avaya CMS administration
This course provides an overview of CMS and covers areas such as reporting and agent skills administration. It also explores the back-end of CMS administration, including back-ups, terminal administration and setting up new supervisor logins.

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