Physical Features

• Soft keys
• Line Keys
• LCD Display
• Volume
• Speaker/Headsets
• Ring Tones
• Call Logs
• Voicemail Access
• Accessing Services

Call Handling

• IDivert/Decline/Send Calls
• Call Forward
• Hold
• Manage Multiple Calls
• Conference Active Calls
• Transfer
• Conference
• Single Number Reach
• Reach Me Anywhere
• Park
• Pick-up
• Callback
• Extension Mobility

Call Manager User Options

Webpages

• Overview
• Log-In/Log-Out
• Speed Dialing Options
• Programming Line Keys
• Programming Address Book
• Programming Fast Dials
• Forward Device from User Page
• Services Options

Mobility

• Enable/Disable Single Number Reach Set-Up
• Enable/Disable Reach Me Anywhere Set-Up
• Set Data and Time Parameters
• Move Calls to Mobile
• Overview
• CCM User Set-Up
• Define Device Parameters
• Activating Feature from Cisco Device
• Mobile Connect Feature Access

CTIOS / CAD–Agent

• Call Center Overview
• Agent States
• Log-In
• Software Tour
• Call Handling
• Monitoring Queue
• Agent Reports
• Agent Chat
• Personal Address Book
• Enterprise Interface (if applicable)
• Log-Out

UCC Agent Training

• Call Center Overview
• Agent States
• Log-In / Log-Out
• Monitoring Queue
• Transfer Calls
• Conference Calls
• Supervisor Assists

UCC Supervisor Training

• Call Center Overview
• Log-In
• Software Tour
• Agent States
• Selecting Team
• Select an Agent
  – Monitor
  – Barge
  – Intercept
  – Record
• Monitor Queue
• Chat / Marque Messaging
• Real Time Reporting

Call Handling

• IDivert/Decline/Send Calls
• Call Forward
• Hold
• Manage Multiple Calls
• Conference Active Calls
• Transfer
• Conference
• Single Number Reach
• Reach Me Anywhere
• Park
• Pick-up
• Callback
• Extension Mobility

Call Manager User Options

Webpages

• Overview
• Log-In/Log-Out
• Speed Dialing Options
• Programming Line Keys
• Programming Address Book
• Programming Fast Dials
• Forward Device from User Page
• Services Options

Mobility

• Enable/Disable Single Number Reach Set-Up
• Enable/Disable Reach Me Anywhere Set-Up
• Set Data and Time Parameters
• Move Calls to Mobile
• Overview
• CCM User Set-Up
• Define Device Parameters
• Activating Feature from Cisco Device
• Mobile Connect Feature Access

CTIOS / CAD–Agent

• Call Center Overview
• Agent States
• Log-In
• Software Tour
• Call Handling
• Monitoring Queue
• Agent Reports
• Agent Chat
• Personal Address Book
• Enterprise Interface (if applicable)
• Log-Out

UCC Agent Training

• Call Center Overview
• Agent States
• Log-In / Log-Out
• Monitoring Queue
• Transfer Calls
• Conference Calls
• Supervisor Assists

UCC Supervisor Training

• Call Center Overview
• Log-In
• Software Tour
• Agent States
• Selecting Team
• Select an Agent
  – Monitor
  – Barge
  – Intercept
  – Record
• Monitor Queue
• Chat / Marque Messaging
• Real Time Reporting

Cisco Jabber & Avaya Communicator

• Log-In
• Preference Settings
  – Voicemail
  – Web Conferencing
  – Communication
• Reachability
  – Setting Preferences
  – Changing Status
• Call Handling
• Instant Messaging
• Sending E-mails
• Contacts
  – Creating
  – Managing
  – Groups
• Preferred Contact Methods
• Voicemail Using Personal Communicator
• Recent Communications

WebEx

• • Productivity Tools Set-Up (if applicable)
  • WebEx Meeting Center Overview
  • Customizing your WebEx
  • How to Schedule a Meeting via your Web Browser
  • Personal Conference Rooms
  • Productivity Tools
  • How to Start a Scheduled Meeting and/or Meeting on Demand via your Productivity Tools
  • Scheduled Meetings vs. Personal Rooms
  • Locking Personal Rooms
  • Roles (Host/Presenter/Participant)
  • Sharing Menu
    – Share Files and Videos
    – How to share your desktop
    – How to share an Application
    – Application Sharing Menu
    – Share Whiteboard
  • Record a meeting
  • File Transfer
  • Attendee Privileges
    – Change View
    – Chat
    – Raise Hands
    – Request Control
    – Screen Sharing
  • Ending WebEx Meeting

Cisco Spark / MS Teams / Slack

• Customize your Profile
  – Audio/Video Preferences/Proximity (If applicable)
• Presence
• Adding Contacts (People)
• Creating Spaces
  – Leave Space
  – Lock Space
  – Notifications
  – Bots and Integration
• Message Window
  – Screen Capture
  – Attach Files
  – Delete Messages
  – Flag Messages
  – Filters
• Activities Menu
  – Video Calls
  — Start a Call
  — Join a Call
  — Call Controls
  — Share Screen
  – Meetings
  — Schedule a Cisco Spark Meeting (If applicable)
  – Files
  – Whiteboards
• Placing an Audio Call
• Answer an Audio Call
• Teams
  – Create Team
  – Team Spaces
  – Roles/Responsibilities
• Spark for Smart Phones
  – Download/Set-Up
  – Overview

Workforce Management

Administrative

• Creating and Configuring WFM Users
• Configuring System Default and Preference
• Configuring CSQs and CSQ Mappings
• Configuring Work Shifts and Work Shift Conditions

Supervisor/Management 

• Creating Exceptions Types
• Creating a Project
• Generating a Distribution
• Generating a Forecast
• Creating What-If Scenarios
• Generating a Schedule
• Maintaining a Schedule
• Edit a Schedule
• Multi-Skilled Agents
• Trend Monitoring
• Reporting
• Approve requests for Exceptions, Schedule Trades and Offers

Agent Functions

• My Page
• Trade a Schedule using the Agent Inbox
• Request an Exception Using the Agent Inbox
• Post a Schedule Offer to the Bulletin Board
• Approve requests for Exceptions, Schedule Trades and Offers

Quality Management

Supervisor/Management

• Team Contacts
• Review Statistics
• Evaluate Agents Performance
• Team Performance Reports

Evaluators

• Evaluate Agents Performance

Archive

• Accessing Archive Reports
• Export Recordings

Agent Functions

• Contacts
• Review Statistics
• Review Evaluations
• Listen to Scored Recordings
• Add Comments to Evaluations
• Review Performance Reports

UCC Reporting

• Reports Overview
• Log-In
• Software Tour
• Report Types
• Report Parameters
• Customizing Reports
• Report Modification
• Interpreting Data
• Exporting Data
• Saving Reports
• Scheduling Reports

Unified Attendant Console

• Overview
• Log-In
• Software Tour
• On-Line/Off-Line
• Call Control Window
• Directory
• Call Handling
• Speed Dials
  – Setting Up
  – Transfer