Course Details

Name: SL-100 ACD Database 

Number: 096711 

Prerequisites: Basic knowledge of the SL-100 switch  

Audience: Military personnel responsible for the SL-100 ACD database administration 

Objectives: Upon successful completion students will be able to:
  • understand basic functions and operation of an ACD application
  • design and program an ACD database
  • use ACD Agent and Supervisor features
  • use the SERVORD subsystem to build ACD telephone sets
  • understand basic functions and operation of ACD load management

Content: Topics include:
  • introduction to Automatic Call Distribution (ACD)
  • system features
  • Agent/Supervisor positions
  • ACD show utility
  • ACD table datafill
  • service order system

Activities: Lecture, hands-on practice, exercises  

Class Size: Up to 6 attendees 

Duration: 4 days 



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