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ACE
Admin
Collections of web pages included in training
Click
ACE Admin
to open the Get Started section to the left
Basic course
Links to topics included in the course...
ACE Admin main window
Create a new user account
Add areas and skills to a user account
Delete a user account
Manage passwords and see access roles
Security – set password and unlock account
Basics about access functions in an access role
Add an extension
Basics about queues and waiting lists
Escalate contacts from one queue to another
In Admin, see how call contacts are routed
Edit IVR opening hours via Admin
Template schedules for irregular opening hours
Callback records
Treatments for callback
The Callback appointment schedule window
Time intervals for Incoming calls, IVR
Set wrapup rules
Set up message for agents logging in
Send message to agents
The Thresholds for Service levels term
