• Type: Classroom
• Length: 5 days
• Cost US: $3000.00
• Cost UK: £2000.00

The CPS Operations and Administration course is designed for administrators who will be supporting the product. The course presents an orientation to the hardware and software for inbound, outbound and collection dialing. It provides an introduction to retrieving data, starting Sessions, processing calls, managing Sessions, Worklists, CallBases, and generation of standard reports and statistics. Details for creating databases and tables, controlling access, and managing data flow will also be covered.

Pre-requisites

Students should have moderate data processing experience, general knowledge of contact center operations, and a working knowledge of Microsoft Windows and PC operation.

COURSE OUTLINE

Lesson 1: Overview of the Call Processing System
The Call Processing System General Feature
The Call Processing System Components
TSP Tasks and Call Manager Task
The WebAgent Software Components
Processing a WebAgent Call

Lesson 2: WebAgent Overview
CPS WebAgent Script Page

• The Button Frame
• The Content Area
• The Status Bar
• The Between-Call-Page
• Pop-up Windows

Lesson 3: WebAgent Standard Agent Procedures
Login In and Out of WebAgent
Default Disposition Codes
WebAgent Call Buttons and Procedures
WebAgent Training Mode

Lesson 4: WebAgent Monitor
Login and Out of WebMonitor
Monitoring Agents
WebMonitor Barge-in

Lesson 5: SmartSup Basics
SmartSup System Overview
Login and Server List Document
The Server Tree and Main Menu
View Options
CPS Brainsearch
Review and Questions

Lesson 6: Supervising Your Campaign
Supervisor Tasks Before a Production Shift
Supervisor Tasks During a Production Shift
Supervisor Tasks After a Production Shift

Lesson 7: Using Different Campaign Modes
Automatic Answering Machine Detection
Interactive Answering Machine Detection
Preview Mode
Validation Campaigns

Lesson 8: Setting Up Your Campaign
Campaign Setup Procedure
Call Manager System Parameters
Call Manager Campaign Parameters

Lesson 9: Campaign Maintenance
Loading and Appending Campaign Records
Recycle Unload and Purge Campaign Records
Do Not Call
Removing Duplicate Records
Review and Questions

Lesson 10: SmartSup System Option
Assign Trunks
Zero Abandon Rate
Call Time Control
Campaign Groups and Agent Assignment

Lesson 11: Managing Campaign Records
View and Modify Database Records
Define and Create a Database
Import and Sort Database Records

Lesson 12: Managing Your Calling Lists
The Character-based Supervisor
Record Select Rules
Record Select Rule Hierarchy
Quota Control Campaigns

Lesson 13: WebAdmin Operations
Logging In and Out of WebAdmin
Navigating through the WebAdmin Home page
Managing the CPS WebAgent Application
Managing ?campaigns? on the web server
Review and Questions

Lesson 14: WebAlerts
WebAlerts Overview
Administering WebAlerts
Agent WebAlerts
Supervisor WebAlerts

Lesson 15: Call Manager Reports
Overview of Online Statistics Reports
Generating Standard Reports
Overview of Standard Reports

Lesson 16: SmartStat
Smartstat Overview and Basics
Connection Manager
Managing Screens, Grids Alerts and Charts
Playing Back a Recording
Review and Questions

Lesson 17: Encore
Encore Overview and Basics
Starting and Stopping Encore
Record messages files
Transfer, Reload and Remove Message Files to the switch
Assign Announcer Messages to Campaigns

Lesson 18: System Administration
Start and Stop the Call Processing System
Start Transaction Logging
Add or Delete System Account Passwords
Shutting down the Call Processing System
Review, and Questions