Arista UK

Arista UK - leading training providers

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OTCC Premium End User

  • Course Ref: A103
  • Duration: 2 Hours
  • No of Delegates: 10 Delegates

Objectives

On completion of the course delegates will be able to: -

  • Use the agent facilities with a handset and Agent Desktop or IP Agent softphone
  • Use the Supervisor facilities

Prerequisites

Must be familiar with a PC and Windows environment.

Course Content

  • Agent overview
  • LogOn/LogOff
  • Agent Status
  • ACD Listening
  • Unavailable
  • Transaction code
  • Supervisor Call
  • Help request
  • Headset function
  • Call Pick Up
  • Making and receiving calls
  • Hold
  • Transfer
  • Conference
  • Entry / exit resource group
  • Call By Name
  • DTMF
  • Broker
  • Speed Dials
 
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