Communication Manager (CM) Administration Essentials
Duration: 1 day
Attendees: Administrators
This course provides a general introduction to Avaya's Communication Manager and attendees will gain practical experience to administer basic adds, moves and changes.
Communication Manager (CM) Administration Advanced
Duration: 1 day
Attendees: Administrators
This course builds upon the delegate's existing knowledge of Avaya's Communication Manager. Participants will learn how to configure DS1 boards and administer the AAR and ARS analysis.
System Manager Administration
Duration: 1 day
Attendees: Administrators
This course provides the skills required to administer the key services of System Manager. Delegates will learn how to manage endpoints, administer coverage paths, and create hunt groups.
Modular Messaging Administration
Duration: 1 day
Attendees: Administrators
This course is an introduction to the administration of the Modular Messaging system. Participants will learn how to create different functionality levels for different user types, run reports and best practice procedures.
Call Management System (CMS) Administration
Duration: 1 day
Attendees: Administrators
This course provides an overview of Call Management System and covers areas such as reporting and agent skill administration. A full explanation of the architecture is explored such as backups terminal administration and setting up new supervisor logins.
Call Management System (CMS) Automatic Call Distribution (ACD) Administration
Duration: 1 day
Attendees: Administrators
In this course, delegates will learn the basic administration of the Avaya Automatic Call Distribution system. Attendees will be educated on various features such as hunt groups and agent work states, as well as the basic administration of vectors, including the insertion and deletion of vector steps.
Call Management System (CMS) Customising Reports
Duration: 2 days
Attendees: Administrators and Call Centre Managers
Provides attendees with an introduction to report designer and explains how reports can be manipulated to show the desired information. Delegates will gain experience in creating different types of reports.
Vectoring and Design Administration
Duration: 1 day
Attendees: Administrators
This course introduces the Automatic Call Distribution system manager and the use of vectors. Delegates will learn how to administer basic vectors, including the insertion and deletion of vector steps; manage announcements and set service hours tables.
Avaya Aura Contact Centre (AACC)
Administration via Contact Centre Manager Administration (CCMA) – Voice Only
Duration: 2 days
Attendees: Administrators
Designed for call centre administrators who need to administrate the ACCS via CCMA (web browser). Attendees will learn how to create agents and supervisors, set skillsets and application thresholds, and develop basic scripting skills and call variables.
Avaya Aura Contact Centre (AACC) Administration Via Contact Centre Manager Administration (CCMA) - Multi-Media and Voice
Duration: 3 days
Attendees: Administrators
Provides delegates with the skills needed to administer the AACC multimedia platform. Participants will learn how to create and assign voice, email, webchat and SMS skillsets, create rules and auto responses, and import and amend outbound campaigns.
Elite Multichannel Administration
Duration: 1 day
Attendees: Administrators
This course is for administrators and provides an understanding of the Elite Multichannel infrastructure on an administrative level. Delegates will learn how to configure the system, including creating and making changes; assigning skillsets and assessing priorities.
Avaya Call Recording (ACR) Administration
Duration: 1 day
Attendees: Administrators
Provides an introduction to the administration of the Avaya Call Recorder. Delegates will acquire the skills to successfully create call sets, understand alarms and troubleshoot them, create accounts, and allocate permissions.
Avaya Aura Contact Centre (AACC) Scripting
Duration: 1 day
Attendees: Administrators
Provides administrators with the knowledge to perform scripting processes. Delegates will learn how to plan for, create, manage, and administer scripts and flows using the basic script commands.
Operator Console Training - Avaya IX Workplace Attendant
Duration: 180 mins
Attendees: Operators and Receptionists
These sessions provide delegates with the skills to operate the Avaya IX Workplace Attendant. Attendees will learn the full features and functionality of the console, including call handling and call transferring.
Operator Console Training - Soft Console / One X Attendant
Duration: 180 mins
Attendees: Operators and Receptionists
Provides delegates with skills to use the full functionality of the One X Attendant. All features include call handling, transferring, and use of the telephone directory will be covered.
Desk Phone and Voice Mail
Duration: 90 mins
Attendees: Users
Provides delegates with the skills to use the full functionality of Avaya handsets and unified voicemail. Features such as basic call handling and transferring, and use of graphical user interface (GUI), and telephone user interface (TUI) features when used with Outlook or Notes will be covered.
IX Workplace (Equinox) Softphone
Duration: 90 mins
Attendees: Users
Provides delegates with the knowledge to use the full features and functionality of the Avaya Equinox softphone. Participants will learn how to control telephone calls directly from their devices, enabling them to work remotely; how to conduct conferences and chats; how to control presence with Microsoft Outlook will also be covered.
Avaya Spaces (Cloud)
Duration: 120 mins
Attendees: Users
These sessions provide delegates with an introduction to using the Avaya Spaces collaboration tool. Participants will take an in-depth look at the multiple forms of communication, voice, video, and instant messaging available in Avaya Spaces.
Call Management System CMS Supervisors
Duration: 1 day
Attendees: Contact Centre Managers and Supervisors
Provides an introduction to the information and management tools of Avaya Call Management System. Delegates will gain the skills to be able to monitor and analyse the performance of their contact centre operation and manage their contact centre environments effectively.
Avaya Aura Contact Centre (AACC) Supervisors
Duration: 1 day
Attendees: Contact Centre Managers and Supervisors
Provides a general introduction to Avaya Aura Contact Centre for supervisors. Delegates will learn how to administer agents and run real-time and historical reports.
Avaya Call Recording Advanced (ACRA) Supervisors
Duration: 180 mins
Attendees: Contact Centre Managers and Supervisors
These sessions are designed to provide delegates with the knowledge to set up new users and carry out day-to-day tasks such as setting recording rules and filters using Avaya Call Recording Advanced. Participants will be shown how to search for specific interactions, add comments to them and share or forward recordings.
Desk Phones for Contact Centre Agents
Duration: 90 mins
Attendees: Contact Centre Agents
Provides contact centre agents with a complete understanding of the full agent functionality. Delegates will learn all the functions and features, including logging in and out, making themselves available for incoming call groups, and reason code entries when unavailable.
IX Workplace (Equinox) Softphone (Oceana/AACC/Elite) Voice for Contact Centre Agents
Duration: 90 mins
Attendees: Contact Centre Agents
This session provides agents with the ability to use the full features and functionality of the Avaya Equinox softphone. Delegates will learn how to control incoming and outgoing calls, change their agent work status, and call control.
IX Workplace (Equinox) Softphone (Oceana/AACC/Elite) Multimedia for Contact Centre Agents
Duration: 90 mins
Attendees: Contact Centre Agents
These sessions provide agents with an introduction to IX Workplace including multimedia, and cover the tasks that contact centre agents can perform, including logging in and out, accepting voice, video, email, and chat interactions; use of the widgets, and entering activity codes.
Multichannel Elite for Agents
Duration: 60 mins
Attendees: Contact Centre Agents
Provides agents with an introduction to Avaya One X Agent Elite and covers the tasks that contact centre agents can perform, including call handling, setting agent status, changing work status, and call control.
ACRA Recording
Duration: 90 mins
Attendees: Contact Centre Agents
Provides agents with the practical skills to start, stop, and pause recordings, as well as searching historical calls.
Fundamentals of Direct2 for Microsoft Teams Administration
Duration: 1 day
Attendees: Administrators
Provides the skills required to administer the key services of Direct2 for Microsoft Teams. Learn how to manage teams, collaboration, and communication on Teams platform.
Direct2 for Microsoft Teams Administration Workshop
Duration: 2 days
Attendees: Administrators
Learn how to administer the system, provide support to users, and troubleshoot common questions.
Adoption Workshop and First Success Plan
Duration: 5 hours
Attendees: Key stakeholders
This workshop demonstrates how to utilise and prioritise business use case scenarios, success criteria, licences, and compliance.
Direct2 for Microsoft Teams Meeting Rooms
Duration: 120 mins
Attendees: Users
Learn how to collaborate, connect, and control Teams meeting rooms, and gain experience on planning, joining and recording meetings.
Direct2 for Microsoft Teams Desk Phone and Voicemail
Duration: 75 mins
Attendees: Users
Gain a broad understanding of the features, including transferring calls and voicemail retrieval.
Direct2 for Microsoft Teams Soft Phone and Voicemail
Duration: 120 mins
Attendees: Users
Acquire the skills and knowledge to sufficiently use and operate the Direct2 for Microsoft Teams effectively and efficiently.
Go Live Support For Direct2 for Microsoft Teams
Duration: 1 day
Attendees: Users
This session will support new employees on their first days of using the new application and ensure staff get the most use out of the new way of working.
MyInbound Contact Point Administration
Duration: 180 mins
Attendees: Administrators
This course provides an introduction to MyInbound Contact Point. Delegates will learn how to configure and redirect inbound calls, schedule call routes, divert incoming calls, and run management information statistics to maximise call-handling potential.
MyInbound Contact Path Administration
Duration: 180 mins
Attendees: Administrators
Delegates will gain a full understanding of MyInbound Contact Path. Participants will learn how to configure and redirect inbound calls, pre-build recovery call plans that can be invoked or restored instantly, set up date-specific routing, and programme area-based routing of calls according to the STD code or CLI of the incoming caller.
MyInbound Contact Pro Administration
Duration: 180 mins
Attendees: Administrators
These sessions provide the delegates with the knowledge to programme advanced call handling features by redirecting, scheduling and diverting. Participants will learn how to use the management information statistics to view performance and monitor efficiencies. They will also learn how to configure announcements and personalise interactive voice responses to inform incoming callers of details such as opening hours and web addresses.
SIP Trunk Call Manager Administration
Duration: 1 day
Attendees: Administrators
Learn how to pre-build designated disaster recovery call plans for your inbound numbers with the ability to invoke and restore the last active call plan instantly. Set up date-specific routing in advance, for example, on Bank Holidays. Create call routing according to STD code or CLI of the caller, and process incoming calls differently according to who the caller is, the call distribution serial and the hunt group.
Microsoft Teams Quick Start Administration Workshop
Duration: 1 day
Attendees: Administrators
Learn how to create teams and manage their members by determining roles, access, and messaging policies for both internal and external users.
Microsoft Teams Administration Workshops
Duration: 2 days
Attendees: Telecoms and IT Administrators
Provides a solid understanding of how to create teams and manage their members by determining roles, access, and messaging policies for both internal and external users.
Managing Microsoft Teams MS700
Duration: 4 days
Attendees: Administrators
Learn how to perform administration tasks, manage live events and meeting experiences, administer phone numbers and phone systems for Microsoft Teams, and how to troubleshoot audio, video, and client issues.
Teams Kick Start
Duration: 90 mins
Attendees: Users New to Teams
Learn how to effectively transition to Microsoft Teams and gain the skills and knowledge to connect and communicate efficiently in the modern workplace.
Enhance Your Teamwork
Duration: 90 mins
Attendees: Users of Teams who want to gain more in-depth understanding
Take your Teamwork to the next level and accelerate your results using Teams.
Engaging Meetings with Teams
Duration: 90 mins
Attendees: Users
Learn how to prepare, conduct and follow up collaborative team meetings, professional workshops and live events.
Microsoft 365 Administration Workshop
Duration: 2 days
Attendees: IT Administrators
Gain the skills required to administer and troubleshoot key services of Microsoft 365.
Microsoft 365 Administration Workshop and Troubleshooting
Duration: 2 days
Attendees: IT Administrators
Gain the skills required to administer and troubleshoot key services of Microsoft 365.
Security and Defence of Microsoft 365
Duration: 1 day
Attendees: IT Administrators
Learn offensive and defensive skills to secure Microsoft 365 environments.
365 Customer Immersion Experience
Duration: 1 day
Attendees: Business Development Managers
True‐to‐life user experiences take you through everyday business situations.
Microsoft 365 Adoption and Governance
Duration: 1 day
Attendees: Business Development Managers
It is important to understand which applications to use for which processes and how the tools can be used together to deliver real value.
Microsoft 365
Applications Workshop
Duration: 1 day
Attendees: Users
This workshop introduces Microsoft 365 to users, enabling them to gain an understanding of the functionality available and ensure that your organisation unlocks the full capabilities and features, helping to boost productivity and promote adoption of the new system.
Windows 11 Essentials
Duration: 90 mins
Attendees: Users
These sessions introduce Windows 11, allowing delegates to familiarise themselves with the new features offered by Microsoft's latest operating system.
Teams Essentials
Duration: 90 mins
Attendees: Users
An introduction to Microsoft Teams, allowing participants to acquire the skills and knowledge to sufficiently use and operate Teams.
Teams Advanced
Duration: 90 mins
Attendees: Users
Intended to provide a deeper exploration of Teams for those with more responsibility for Teams and groups using it.
Outlook Essentials
Duration: 90 mins
Attendees: Users
An introduction to the most used features in Microsoft Outlook to kickstart productivity.
Outlook Advanced
Duration: 90 mins
Attendees: Users
Provides a deeper exploration of Outlook's features and helpful hints and tips.
SharePoint Essentials
Duration: 90 mins
Attendees: Users
An overview of the SharePoint environment along with common tips and tricks for making good use of the platform.
SharePoint Advanced
Duration: 90 mins
Attendees: Users
A deeper exploration of the SharePoint environment for those with more advanced responsibilities.
OneDrive, OneNote, To-do, Forms and Planner Essentials
Duration: 90 mins
Attendees: Users
An introduction to looking at the most used features in Microsoft OneDrive, OneNote, To-do, Forms, and Planner.
OneDrive, OneNote, To-do, Forms and Planner Advanced
Duration: 90 mins
Attendees: Users
A deeper dive into some of the more complex features of OneDrive, OneNote, To-do, Forms, and Planner.
Excel Essentials
Duration: 120 mins
Attendees: Users
To provide less experienced spreadsheet users with an introduction to what spreadsheets are all about.
Excel Advanced
Duration: 120 mins
Attendees: Users
Provides practical techniques for working with large spreadsheets and spreadsheets that require data analysis.
Word Essentials
Duration: 120 mins
Attendees: Users
Providing the skills to create and edit simple documents, format documents, add tables and lists, add design elements and layout options, and proof documents.
Word Advanced
Duration: 120 mins
Attendees: Users
Learn how to control formatting efficiently, and manage tables and graphics.
PowerPoint Essentials
Duration: 120 mins
Attendees: Users
Gain experience and confidence in using PowerPoint to create presentations from scratch.
PowerPoint Advanced
Duration: 120 mins
Attendees: Users
Learn how to use more features to design more engaging presentations with the use of graphics and precise alignment.
Power BI Essentials
Duration: 180 mins
Attendees: Users
This is an introduction to Microsoft's Power BI and is an ideal starting point for anyone considering using the software.
Power BI Advanced
Duration: 180 mins
Attendees: Users
Gain a more in-depth understanding of how to produce and publish powerful visual reports.
Power Apps Essentials
Duration: 180 mins
Attendees: Users
An introduction to PowerApps, what you can do with it, and how it fits with the rest of the Power platform.
Power Apps Advanced
Duration: 180 mins
Attendees: Users
Learn topics necessary for building apps and look at best practices for creating and maintaining apps.
Power Automate Essentials
Duration: 180 mins
Attendees: Users
An introduction to Power Automate. Discover how to access and use Power Automate as a developer to automate and manage business processes.
Power Automate Advanced
Duration: 180 mins
Attendees: Users
Discover how to create flows to automate and manage business processes.
Project Essentials
Duration: 180 mins
Attendees: Users
An introduction to Microsoft Project, acquire the skills and knowledge to be able to create and modify a project plan, set a baseline, and track project actuals.
Project Advanced
Duration: 180 mins
Attendees: Users
For those already using Projects, but who want the skills to create and modify project plans and further manage and customise plans.
Visio Essentials
Duration: 180 mins
Attendees: Users
An introduction to Visio, learn how to create, design, and manage visually-engaging diagrams, maps, and drawings.
Visio Advanced
Duration: 180 mins
Attendees: Users
Gain the knowledge to be able to create technical layouts, workflows, and more advanced diagram types.
Go Live Support
Duration: 1 day
Attendees: Users
Provides support for users to ensure confident use of the products in a live situation.
Microsoft Online Training Portal
Bite-size Learning Modules
Attendees: Users
With our fast and effective online video courses, participants can access learning from any location at any time.
MiVoice Business System Administration
Duration: 1 day
Attendees: Telecoms and IT Administrators
Learn how to configure devices, create and manage different groups, set up call routing plans and assign class of service and restriction profiles.
MiVoice Business Customer Immersion Experience
Duration: 1 day
Attendees: Key Stakeholders
This workshop ensures that your organisation unlocks the full capabilities and features of the Mivoice Business platform, helping to boost productivity and promote adoption of the new system.
MiVoice Business With Flow Through Provisioning Administration
Duration: 1 day
Attendees: Telecoms and IT Administrators
Learn how to deploy new users using a directory service, such as Active Directory. Configure devices, create and manage different groups, set up call routing plans and assign class of service and restriction profiles.
MiCollab MCA Administration
Duration: 1 day
Attendees: Telecoms and IT Administrators
Learn how to configure and create multi device users, create and modify users roles and templates, and bulk provision new users.
Mitel Interaction Recording Administration
Duration: 1 day
Attendees: Telecoms and IT Administrators
Learn how to perform day-to-day replaying functionalities and tasks, how to set up and configure recording plans for conversations and, how to use the active recording control.
NuPoint Messaging Administration
Duration: 1 day
Attendees: Telecoms and IT Administrators
Learn how to create standard and special mailboxes, distribution lists, prompts, and greetings.
MiContact Centre Ignite For Team Leaders
Duration: 180 mins
Attendees: Contact Centre Managers and Supervisors
Maximise the efficiency of contacts into the business. Learn how to administrate and manage agents using web Ignite.
MiContact Centre Client Real-Time (CCC) and MiContact Centre Manager (CCM) Historic Reporting
Duration: 1 day
Attendees: Contact Centre Supervisors
This course provides delegates with the knowledge and skills necessary to administrate and control their contact centre. Attendees will be given a complete understanding of the MiContact Centre Client Real-Time and Historical Reporting.
MiContact Centre Your Site Explorer (YSE) and Automatic Call Distribution (ACD) Administration
Duration: 1 day
Attendees: IT Administrators and Contact Centre Managers
This course will provide delegates with the knowledge to determine how to configure the MiContact Centre platform using Your Site Explorer (YSE). Participants will gain practical experience of how to make changes to agents, skill groups and automatic call distribution (ACD) call paths.
Mitel Interactive Voice Response (IVR) Administration
Duration: 1 day
Attendees: IT Administrators and Contact Centre Managers
In this course, delegates will learn how to manage the IVR application and gain the skills, knowledge, and practical experience of administering the IVR to provision, plan and control queues.
Mitel Interaction Recording Supervisors
Duration: 180 mins
Attendees: Contact Centre Managers
These sessions introduce delegates to the Mitel Interaction Recording (MIR) suite. Delegates will learn how to replay, search and control recordings using the Power play application.
MiContact Centre Agents Desk Phone
Duration: 75 mins
Attendees: Contact Centre Agents
These sessions are designed to teach agents how to use the desk phone correctly to handle contacts. Delegates will gain practical experience of all the features including call handling.
MiContact Centre Ignite
Duration: 120 mins
Attendees: Contact Centre Agents
These sessions are for agents and will demonstrate how to navigate and correctly handle incoming contacts. Delegates will gain practical experience in call handling, use of the directories, available and unavailable statuses, and how to view queue and agent handling statistics.
MiVoice Business Console
Duration: 180 mins
Attendees: Receptionist and Switchboard Operators
Provides delegates with a full understanding of functionality of the MiVoice Business operator's console. All features including call handling, transferring and use of the directories will be covered.
MiVoice Business MiCollab Console
Duration: 180 mins
Attendees: Receptionist and Switchboard Operators
Participants will learn how to efficiently handle, transfer, and redirect incoming calls, as well as gain practical experience in creating conference calls, searching the directories for contacts, and how to send instant chat messages.
MiVoice Business Desk Phone and Voicemail
Duration: 90 mins
Attendees: Users
Provides users with the skills to effectively use all the functionality of the Mitel desk phone. Delegates will gain a broad understanding of the features, including answering and transferring calls, and retrieving voicemails.
MiVoice Business MiCollab Softphone, Mobile Application and Voicemail
Duration: 180 mins
Attendees: Users
These sessions provide delegates with the knowledge to use all the features of the MiCollab client, softphone, mobile application, and voicemail. Allowing users to work from anywhere with the same functionality as if they were in the office.
MiTeam
Duration: 120 mins
Attendees: Users
These sessions provide delegates with the skills to use all the functionality of the MiTeam collaboration tool. Participants will learn how to use all the features including, creating teams and projects, storing files, adding to-do lists and setting up online meetings.
MiVoice Business Audio, Web and Video Conferencing
Duration: 90 mins
Attendees: Users
Provides delegates with the knowledge to set up and use the Mitel audio, web and video conference application. Participants will be able to schedule conferences, set up ad-hoc conferences, as well as report on and record them.
MX-One MiVoice Enterprise System Administration
Duration: 2 days
Attendees: Telecoms or IT administrators
Provides an understanding of the MX-One enterprise structure, programming principles, user facilities, implementation, and management of extensions at an administration level.
CMG Configuration & Directory Management Admin
Duration: 1 day
Attendees: Telecoms or IT administrators
Provides administrators with the skills required to manage the CMG directory on a day-to-day basis. Delegates will learn how to create a bespoke company directory within the CMG workstation.
MiCollab MCA Administration
Duration: 1 day
Attendees: Telecoms or IT administrators
Delivers an understanding of the MiCollab server at administration level. Delegates will determine how to configure and create default settings for users, as well being able to programme system settings and reserve ports.
MiCollab Advanced Messaging Administration
Duration: 1 day
Attendees: Administrators
Provides delegates with an understanding of the MiCollab advanced messaging at administration level. During the session, participants will determine how to programme and administer accounts for users, as well as being able to configure a subscriber.
InAttend Operator's Console
Duration: 180 mins
Attendees: Operators and Receptionists
This session gives delegates an understanding of the full functionality of the InAttend operator's workstation. All features
including call handling and transferring will be
covered.
InAttend with CMG Operators Console
Duration: 180 mins
Attendees: Operators and Receptionists
Provides delegates with knowledge to utilise all the features of the InAttend workstation with CMG application.
Desk Phone and Voicemail
Duration: 90 mins
Attendees: Users
These sessions provide end-users with an understanding of the functionality of the Mitel desk phone. Delivering a practical and hands-on approach, all features, including call handling and transferring, will be covered, along with voicemail retrieval.
MiCollab Softphone
Duration: 180 mins
Attendees: Users
This session provides delegates with the knowledge to use all the features of the MiCollab client, softphone, mobile application, and voicemail. Allowing users to be able to work from anywhere with the same functionality as if they were in the office.
Mitel Collaboration Management (CMG) Web Tool
Duration: 75 mins
Attendees: Users
Provides delegates with the knowledge to effectively use the CMG web directory and activity management tool. Users will be easily able to manage their incoming calls, control how their calls are routed, manage their collaboration, and search the corporate directory.
MiTeam
Duration: 120 mins
Attendees: Users
This session provides delegates with the skills to use all the functionality of the MiTeam collaboration tool. Participants will learn how to use all the features including creating teams and projects, storing files, adding to-do lists and setting up online meetings.
MiCC Enterprise Administration (includes Configuration, Information & Report Manager
Duration: 2 days
Attendees: Contact Centre Managers and IT Administrators
This course is designed to provide delegates with the knowledge necessary to administrate and control the MiCC Enterprise Management solution. Allowing delegates to gain the skills and knowledge to oversee the contact centre environment on a day-to-day basis.
MiCC Enterprise Configuration Manager
Duration: 180 mins
Attendees: Contact Centre Managers and IT Administrators
Provide delegates with the skills to program Configuration Manager, enabling them to make changes to the configuration on a daily basis.
MiCC Enterprise Information Manager
Duration: 180 mins
Attendees: Contact Centre Managers and IT Administrators
This session provides delegates with the knowledge necessary to administrate and control the Information Manager. Gaining a full understanding of the real-time reporting tools and obtaining the confidence to monitor the contact centre environment.
MiCC Report Manager
Duration: 180 mins
Attendees: Contact Centre Managers and IT Administrators
Provides delegates with the knowledge necessary to generate and use the reporting facility within the MiCC Enterprise solution. Participants will gain an understanding of the information provided by the reports.
Mitel Interaction Recording Supervisors
Duration: 180 mins
Attendees: Contact Centre Managers
This session introduces delegates to the Mitel Interaction Recording (MIR) suite. Delegates will learn how to replay, search, and control recordings using the Power play application.
MiCC Enterprise Agent Desk Phone
Duration: 90 mins
Attendees: Contact Centre Agents
This session provides agents with an understanding on how to use the desk phone correctly when handling contacts. Delegates will gain practical experience of all the features, including call handling.
MiCC Enterprise Agent App (Voice or Multimedia)
Duration: 90 mins
Attendees: Contact Centre Agents
This session demonstrates how to navigate and correctly handle incoming contacts. Delegates will gain practical experience in call handling, use of the directories, available and unavailable statuses, and how to view queue and agent handling statistics.
OnlineUC Gamma Administration
Duration: 1 day
Attendees: Telecoms and IT Administrators
Acquire the skills and knowledge required to administer and troubleshoot the key services of the OnlineUC Gamma platform.
OnlineUC Gamma Collaborate Console
Duration: 180 mins
Attendees: Operators and Receptionists
Learn the full functionality and features of the Collaborate console, including call handling and transferring.
OnlineUC Gamma Desk Phone and Voice Portal
Duration: 90 mins
Attendees: Users
Learn the full features and functionality, including call handling and transferring.
OnlineUC Gamma Soft Client and Voice Portal
Duration: 45 mins
Attendees: Users
Learn how to handle calls, modify the settings and use the visual voicemail.
Online Gamma Soft Client, Collaborate and Voice Portal
Duration: 120 mins
Attendees: Users
Learn how to handle calls, modify settings, use the visual voicemail and collaborate with colleagues.
RingCentralEX End Users Courses
Duration: 60 mins
Attendees: Users
This session provides delegates with an understanding of the features and functionality of the RingCentral desktop application. Participants will discover all the tools available to help manage their extension.
RingCentralEX Administrators Courses
Duration: 180 mins
Attendees: Telecoms and IT Administrators
This session provides an understanding of both the administrative portal and the reports and analytics portal.
RingCentralEX Reporting Analysts Courses
Duration: 90 mins
Attendees: Analysts, Telecoms, and IT Administrators
This session provides an understanding of live reports which provides almost real-time data on inbound and outbound call traffic.
RingCentral Contact Centre Agent Courses
Duration: 60 mins
Attendees: Agents
This session provides agents with an understanding of the features and functionality of the agent application. Attendees will gain hands-on experience handling in and outbound contacts through the agent console.
RingCentral Contact Centre Administrators Courses
Duration: 180 mins
Attendees: Contact Centre Managers and Supervisors
This session is designed to introduce contact centre managers and supervisors to the Quality Management (QM) application. Attendees will learn how to oversee a contact centre environment with the QM application.
RingCentral Contact Centre Administrators Courses
Duration: 180 mins
Attendees: Telecoms and IT Administrators
This session is designed to introduce the RingCentral Contact Centre to administrators and supervisors. Participants will gain practical experience on how to configure user management, assign agent skills, adjust ACD routing management and create unavailable codes.
RingCentral Contact Centre Reporting Analysts Courses
Duration: 180 mins
Attendees: Contact Centre Managers, Telecoms and IT Administrators
This session is designed specifically to teach administrators and supervisors how to utilise the report and resources in the User Hub.