About this course 

This course grants unprecedented control over Altitude uCI most advanced configurable parameters to ensure that Altitude uCI runs as smoothly as possible.

Configure system alarms to trigger problems and help maintain high standards in the contact center operations. Set up agent workstations. Configure Altitude IP Contact Center (Altitude vBox) and understand how VoIP (alone or in a mixed VoIP/TDM environment) opens new frontiers at the contact center.

key focus

• Understand how Altitude uCI helps the contact center operations.
• Understand and associate user profiles to respective tasks at the contact center.
• Use and deploy uAgent Windows and agent scripts to handle calls.
• Load contacts and define day types, schedules, online filters, and dial rules.
• Manage and monitor campaigns:
  • Inbound with Switch based ACD, Router and IVR.
  • Power dialing: placing, classifying, and rescheduling outbound calls.
  • Predictive dialing: define policies, adjust the pacing mode, and interpret the predictive performance indicators.
• Use reports to monitor agents and campaigns.
• Schedule reports.
• Optimize customer interactions through Email and Chat/Collaborator channels.
• Deploy agent and supervisor desktops.
• Understand campaigns and alternative desktops.
• Voice Recorder: how to record, search, and play back calls.
• Maintain and tune the system.
• Troubleshooting: logs and traces, how to resolve common problems at the contact center.

Requirements

• Windows Desktop environment and applications at an Admin/IT level.
• Client/server applications and TCP/IP networks.
• Windows Server environment at an Admin/IT level.
• Relational database concepts and SQL.
• Contact center architecture.

Course contents

Course reference:
AS-C720

Course duration: 
5 days

For a full in-depth course outline please request our through Diese E-Mail-Adresse ist gegen Spambots geschützt! JavaScript muss aktiviert werden, damit sie angezeigt werden kann.

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