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CALL CENTER CLASS CURRICULUM

Monday

• Welcome, tour, logistics
  
• Introductions, goals
  
• Basic Call Center Features
• Advanced Call Center Features

Tuesday

• System capacity issues
  
• Programming Call Center features w/exercises
  
• Programming Call Center telephones w/exercises

Wednesday

• Vectoring:
  
  • Vectors and VDNs
    
  • Adding vectoring features w/exercises
    
• Basic Vectoring commands w/exercises
  
• Prompting and Auto Attendants w/exercises
  
  

Thursday

• Advanced Vectoring commands
  
• Vector Conditions
  
• Multi-Location ACDs and Look-Ahead Interflow
  
• CentreVu Conditional Routing (BSR)
  
• Troubleshooting Vectors
  
• Case Study

Friday

• BCMS
  

Monday

• Welcome, tour of facility
  
• Introductions, what are your responsibilities and goals for this class
  
• Discussion of Basic Call Center Features:
  
• Flexible Routing
  
• Queuing Options
  
• RONA
  
• Queue Lamps
  
• VuStats
  
• Supervisor Assist
  
• Service Observing
  
• Malicious Call Trace
  
• VDN of Origin Announcement
• Discussion of Advanced Call Center Features:
  
• Call Vectoring
  
• Expert Agent Selection
  
• CTI
  
• Telecommuting
  
• Outbound Call Management
  
• CMS
  
• Explorer
  
• Advocate
  
• Voice Response Units
  
• Multi-Location Call Centers

Tuesday

• Programming Call Center Features (hands on - finding screens)
  
• System Capacity Issues
  
• System Parameters Customer Options
  
• Assigning Call Center feature codes
  
• Announcements
  
• COS & COR
  
• Hunt Group Form
  
• Exercises:
  
  • Setting up a hunt group
    
  • Recording an announcement
• Programming Call Center Telephones
  
• Station Types
  
  
• Supervisor Features:
  
  • Service Observing
    
  • Assist
    
  • RONA
    
  • Agent Features:
    
  • Assist
    
  • Queue Status Indicators
    
  • Malicious Call Trace
    
  • Vu Stats
    
  • Login/Logout
    
  • Work States
    
• Exercises:
  
  • Add Agent Station
    
  • Add Supervisor Station
    
  • Add feature codes
    
  • Administer VuStats display

Wednesday

• Vectoring
  
• What is a vector?
  
• Vector Directory Numbers
  
• VDN Override
  
• Service Level
  
• Expected Handling Time
  
• Direct a trunk group to a VDN
  
• DNIS
  
• VDN of Origin Announcement
  
• Timed ACW
  
• CentreVu Conditional Routing
  
• Exercises:
  
  • Add a VDN
    
  • Add a COR for a VDN
    
  • Route a trunk group to a VDN
• Basic Vector Commands
  
• Queue to split
  
• Wait-time
  
• Announcement
  
• Goto Step
  
• Goto Vector
  
• Disconnect
  
• Messaging
  
• Route to Number
  
• Check Split
  
• Stop
  
• Busy
  
• Exercise:
  
  • Write some vectors
    
  • Call Prompting, Auto Attendant
    
• Collect:
  
• Dial Ahead, display digits, pass digits to adjunct, timeout
  
• Route-to Digits
  
• Goto
  
• Exercise:
  
  • Program an Auto Attendant

Thursday

• Advanced Vector Commands
  
• Adjunct Routing
  
• Converse on Split
  
• Conditions:
  
• Priorities
  
  • Vector Routing Tables
    
  • Multiple Music Sources
    
  • Collecting and Routing on ANI and ii
    
  • Expected Wait Time
    
  • Rolling ASA
    
  • Counted VDN calls
    
• Exercise:
  
• Build on Auto Attendant Vector with use of conditionals
  
• CentreVu Conditional Routing
  
  • Consider
    
  • Queue-to-Best or Check Best
    
  • Wait-improved
    
  • Adjust-by
    
• Exercise:
  
  • Write a conditional routing vector
    
  • Trouble-shooting Vectors
    
• Exercise:
  
• Case Study

Friday

• BCMS
  
  • Administer options
    
  • Administer agent login IDs
    
  • BCMS Reports
    
  • Real-Time
    
  • Historical
    
  • Commands:
    
    • Display
      
    • Print
      
    • Schedule
      
• Wrap-up
  

End at noon

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References for our classes

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Walt Medak & Associates, Inc. Voice & Data Telecommunications Design & Administration
888-251-5001 | 503-251-2030 Fax | info@medak.com

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