Arc Technical Helpdesk Training - 2 Days
Intended Audience:
This course is designed for helpdesk personnel who are involved in supporting Cisco IPT end customers by providing tier one technical support in order to resolve customer queries.
Overview:
The course will provide a comprehensive overview of the ARC Enterprise Console and associated applications with particular emphasis on user interfaces, system management, diagnostics and reporting. Live examples and scenarios will be discusses to assist delegates in understanding common questions and customer requirements.
Pre-requisites:
Delegates will have a good working knowledge of Cisco Unified Call Manager IP Telephony and associated applications. A sound knowledge of IT administration such as client server management, SQL server and computer integration would also be advantageous.
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Course Content
| System overview |
Setting break hours and destinations |
| Call routing – how calls are routed to ARC |
Assigning completion and reason codes |
| Queue configuration – setting priority queues |
Setting up directory shrink mechanisms |
| Setting alternative queue destinations |
Assigning salutations |
| • Number of agents |
Multi location console configuration |
| • Max call waiting time |
Defining queue priorities |
| • Max number of calls in queue |
Recording voice messages |
| • Emergency mode |
Setting up in-queue messaging |
| Adding entries to the directory |
Designing a voice script |
| Directory imports/export methods |
Constructing a voice session |
| Tagging calls to provide extra information |
Logging users out of queues |
| Adding users and assigning them privileges |
Taking queues out of service |
Summary:
The course will be in a workshop format and focus on providing hands-on training enabling the delegate to be confident in the Technical Installation of the Arc system. |
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