Strata ACD Training Videos

Overview and Installation
1 Software Component Overview High level description of the Strata ACD software components.
2 CTX Programming for ACD (part 1)
CTX Programming for ACD (part 2)		 How to program a Pilot DNs and Keysets for Strata ACD
How to enable TCP/IP for the CTI license
3 OAISYS Net Server How to use Net Server with Strata ACD
4 OAISYS Level2 OAI Service How to connect Level2OAI to the Strata CTX
5 OAISYS Voice Assistant How to configure Voice Assistant for use as Announcement Ports.
6 Strata ACD TKI (Telephone Keyset Interface) How to launch, check, and configure Strata TKI
7 Strata ACD MIS How to launch, check, and configure Strata MIS

 

ACD Administration
8 ACD Administrator Overview High level description of the Strata ACD Administration tool
9 Miscellaneous Tab Describes the Miscellaneous configuration options
10 Unavailable Reasons Tab How to manage the Unavailable Reasons list
11 Actions Tab Overview High level description of the programmable system Actions
12

Transfer to VA / Announce Action

 Transfer the call to a voice script for IVR functions
13

Run VA Script Action

 Run a script without transfering the caller out of queue
14

Transfer Call Action

 Transfer the call to another destination
15

Send DDE Message Action

 Send a command to another application on the same PC
16

Log to File Action

 Log information to a text file
17

Send LCD Message Action

 Send a message to Net Phone display screens
18

Send Email Action

 Send an email message
19

Announce with Callback Action

 Offer callers the option to have an agent call them back
20

Interflow Action

 Automatically reroute calls to a secondary queue based on real-time statistics
21

Share Agents Action

 Automatically add a second agent group to the current agent group
22 Creating and Managing Announcements How to record and change greetings and announcement messages
23 Supervisors Tab How to create and change Supervisor users
24 Agent Tab How to add, modify, or delete Agent users
25 ACD Groups Tab Overview High level description of ACD Groups in Strata ACD
26

General

 General settings for ACD groups
27

Call Management

 Set thresholds and rules to handle calls and announcements
28

Agents

 Assign agents to groups
29

Supervisors

 Assign supervisors to groups
30

Alarms and Notifications

 Define alarms and notification settings for groups
31

Miscellaneous

  

 

Integration with OAISYS
32 Net Phone Integration (Attach URL) How to attach extra information to calls before they reach the ACD agents.
33 Call Router Integration (Preferred Agent Routing) How to configure Preferred Agent and Call Priority routing with Call Router