Nortel Meridian 1 Training
Nortel Networks Meridian 1 Automatic Call Distribution (ACD) Administration
Nortel Meridian 1 Automatic Call Distribution (ACD) Administration course
Nortel Networks Meridian 1 Automatic Call Distribution (ACD) enables incoming calls to be distributed in the order of arrival to the first available agent, or to the agent who has been waiting the longest. Balancing the workload between agents ensures that each customer receives prompt and professional service.
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Nortel Meridian 1 Automatic Call Distribution (ACD) Administration - course content (learning outcomes)
This training course will enable the delegate to use the Meridian 1 administration terminal to configure and administer the call centre. The course covers release numbers up to Release 25.
On successful completion of this course the participant will be able to:
Make configuration changes to a Meridian MAX or C2 Call centre from the system administration terminal, to inclue:
- ACD queue parameters
- create a new ACD queue
- create a new Control Directory Number (CDN)
- create a new agent position
- configure and change Schedule Control Block (SCB) (C2 basic ACD only)
- configure Auxiliary Data Service (ADS) and Multiple Queue Assignment (MQA) parameters (if available, MAX only)
- configure Dialed Number Identification Service (DNIS) parameters
Course content:
- creating new agent postions
- introduction to Meridian Administration
- changing ACD queue parameters
- Dialed Number Identification Service (DNIS)
- Called Party Name Display (CPND)
- creating new queues - ACDDN and CDN
- multiple queue assignments (if available)
The course duration is one day.
Prerequisite knowledge: delegates should have a basic understanding of Meridian Switch administration.
The maximum number of delgates is eight per session.
Please contact us for more information.
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