This Mitel CX Agent End User Training for SIP Platforms has four modules that will introduce an agent to the Ignite web-based tool. Each module is stand-alone, focusing on the management of agent state/presence and voice and multimedia interactions.

Target Group

Supervisors, Agents

Methods

Instructor Leader Led/ILL: Physical classroom environment

Remote Leader Led/RLL: Virtual classroom environment

Hybrid: ILL or RLL. You can attend the course on-site or remotely.

Equipment and Setup Requirements for Remote Leader Led Training:

• One telephone capable of hands-free or headset operation with mute capability. This will be used for Audio Conferencing.
• Two PCs or one PC with dual screens.

Further information will be provided prior to the start of the course.

Key Features

Module 1 – State Management

• Ignite Introduction
• Agent State and Presence Management

Module 2 – Voice ACD

• Answer, Decline, and Place Interactions on Hold
• Voice Transfer and Conference
• Making Outbound Calls

Module 3 – Multimedia ACD

• Email ACD Introduction
• Chat ACD Introduction
• SMS ACD Introduction

Module 4 – Dashboards

• Dashboards Introduction

Events

Dates on request

Events

Dates on request

Duration

Certificate

TOP Certification

Contact Person