Course Description

This course is intended for CX-E administrators, partner technicians, TeamQ managers and supervisors that will implement and manage the CX-E TeamQ call center application. The course starts with an overview of TeamQ, followed by installation and configuration of TeamQ. The course ends with a module on managing TeamQ; the logs, agents, managers, call flows, recordings and reports.

Highlights:

• TeamQ overview
• Installing and configuring TeamQ
• Managing a TeamQ application

On completion of this course, participants should be able to:

• Describe the functionality and features of CX-E TeamQ
• Describe how calls flow and queue in the system
• Verify TeamQ licensing on a CX-E Voice System.
• Install TeamQ on an existing CX-E Voice system.
• Complete the initial configuration of TeamQ
• Plan and build a call path, complete with recordings and announcements
• Create agent, superviser, and manager accounts.
• Configure the CX-E mailboxes as Agents and supervisors
• Configure CX-E to route calls to a TeamQ queue.
• Install and configure the TeamQ desktop client.
• Manage agents and calls as a manager and supervisor
• Monitor calls and agent activity
• Generate reports
• Setup logging to troubleshoot problems
• Record new and modify existing TeamQ prompts.

Prerequisites