This course is designed to provide end-users training on the Phone Manager and SoftConsole applications. More specifically, this course is designed to assist users in setting up the user interface, accessing user features and screens, and understanding the differences between Phone Manager and SoftConsole.

Upon completion of this course you should be able to:

• Describe the differences between using Avaya IP Office Phone Manager and using a physical telephone.
• Explain the differences between Avaya IP Office Phone Manager Pro and Avaya IP Office Phone Manager PC Softphone.
• Recognize and access the key features and screens of Avaya IP Office Phone Manager.
• Configure Avaya IP Office Phone Manager user interface in accordance with business needs and personal preferences.
• Explain how to handle calls using Avaya IP Office Phone Manager.
• Use Avaya IP Office Phone Manager to access other system resources
• Access Avaya IP Office Phone Manager and Avaya IP Office SoftConsole reference documentation.
• Describe the differences in application layout and functionality between Avaya IP Office SoftConsole and Avaya IP Office Phone Manager.
• Monitor and manage incoming and outgoing call traffic using Avaya IP Office SoftConsole.
• Set appropriate alarm thresholds in the Avaya IP Office SoftConsole application.

This course provides end-users with training on Avaya IP Office Phone Manager and Avaya IP Office SoftConsole applications. More specifically, this course is designed to assist users in setting up the user interface, accessing user features and screens, and understanding the differences between IP Office Phone Manager and IP Office SoftConsole.

Upon completion of this course you should be able to:

• Describe the differences between using Phone Manager and using a physical telephone.
• Explain the differences between Phone Manager Pro and Phone Manager PC Softphone.
• Recognize and access the key features and screens of Phone Manager.
• Configure Phone Manager user interface in accordance with business needs and personal preferences.
• Explain how to handle calls using Phone Manager.
• Use Phone Manager to access other system resources.
• Access Phone Manager and SoftConsole reference documentation.
• Describe the differences in application layout and functionality between SoftConsole and Phone Manager.
• Monitor and manage incoming and outgoing call traffic using SoftConsole.
• Set appropriate alarm thresholds in the SoftConsole application.

This course is designed to provide end-users with an overview of the features and functionality of the different telephone handsets available with IP Office. More specifically, this course provides information on the IP Office 5400 Digital Series and the 5600 IP Series of telephones.

• Upon completion of this course, you should be able to:
• Articulate the benefits of telephone features.
• Given a set of circumstances, select the appropriate telephone features to provide a solution.
• Activate and program telephone set features.
• Program features on the telephone using the Options and Label keys.
• Create personal distribution lists and call logs using phones.
• Access additional telephone support resources.
  

This course is designed to provide end-users with the details of the IP Office Compact Contact Center (CCCv5) application. More specifically, this course provides information on updated telephony features, Voicemail Pro 3.0, Endpoints, and CCC Reporting.

Upon successful completion of this course, you will be able to:

• Explain how CCC V5 benefits customer satisfaction, productivity, cost reduction, and call volume management.
• Describe CCC components, including use, functionality, and interrelationships.
• Identify the tools and means for real-time call center management, including Call Center View (CCV).
• Demonstrate the ability to generate and interpret the most commonly used CCC Reports for meeting business objectives.
• Identify the means to set alarms, perform common administrative tasks, and use MMM functionality.
• Recognize the use and capability of Wallboards and other peripherals such as "Rostering" and hand-off to WFM systems.