AUDIENCE: System administrators and telecom managers who administer the Definity switch features for call centers including Call Vectoring with or without EAS (Expert Agent Selection). Call Center Managers who desire a more in depth understanding of ACD features, vectoring and setting up a call center with EAS.

This class covers the administration of Definity Automatic Call Distribution (ACD) software, such as hunt groups, agents, stations, announcements, and Vector Directory Numbers (VDN). The class also provides training on Call Vectoring and how to set up a call center with or without EAS. The classroom allows for hands on practice in a live switch.

The class is designed for 4 ½ days of instruction with the following proposed curriculum: