Definity System’s Little Instruction Book for Advanced Administration Description: A concise guide designed to answer customers’ most commonly asked questions about using the DEFINITY Enterprise Communication System (ECS), CentreVu Call Management System (CMS), and CentreVu Supervisor effectively in their contact centers. As part of the development process, the writers interviewed Lucent technical support (Help Desk) staff to uncover the questions that customers most frequently asked about the products. Audience: Lucent contact center customers, including System Administrators, Supervisors, and Contact Center Managers. Need: Customers requested easy-to-use job aids to help them better understand and use their complex contact center product solutions. Deliverables: A small soft cover book, developed using FrameMaker software, with step-by-step procedures and helpful tips. The book was also made available in pdf format for electronic access. It is expected that this document will reduce the number of technical support calls that customers make to the Help Desk. Back to Experience list

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