Avaya Site Administration Reference Release 3.1 Bedienungsanleitung PDF herunterladen (Seite 46)

Avaya Site Administration Reference

Working with end users

As the system administrator, you are like a legislator with a "constituency" to satisfy. Your

constituency is your end-users and your job is to support them in using your Avaya voice

systems and messaging systems. With adequate support, end-users will find the phone

system a powerful tool for carrying out their organizational responsibilities. In turn, the

end-users have constituents to whom they must answer: the organization's clients.

Clients' first contact with your organization is often through the telephone. Employees'

facility with your voice system can directly affect clients' first impressions of your

organization, and perhaps their subsequent loyalty.

Of course, employees have many other responsibilities besides customer service.

Administrative tasks are an important component of many workers' jobs; one which

entails considerable reliance on the phone system. Here again, the impact of employee

facility with the phone system is clear.

Note

For help in creating telephone instruction booklets for end-users, try Guide

Builder™ Software for DEFINITY

ECS Telephones. For help in creating

telephone instruction booklets for end-users, try Guide Builder™ Software for

AUDIX

Systems.

Assessing end-user training needs

The phone system is a critical communications device in your organization. Telephone

contacts provide lasting impressions of the organization to the outside world, and allow

for important internal exchanges of information. Training end-users is an important

element in your organization's success and employees' job satisfaction.

Before training end-users it's important to ascertain the areas in which they need support.

As you assess training needs and formulate plans, be sure to keep Management . The

success of any training regimen depends on "buy-in" from top Management.

Preventing future training problems

Training end-users requires a considerable commitment of time and organizational

resources. You want to ensure that end-users retain the content of their training over the

long term. Two effective methods for doing this are:

 providing job aids and station end-user guides where appropriate

You may want to consider job aids in the following areas:

 using the messaging system

 Feature Access Codes

 how to report problems with stations

 providing sources for information on upgrades, new features, and Best Practices

Ways to disseminate such information may include:

 publishing a regular newsletter or informational e-mail

 referring administrators to an internal Communication Manager software users' web

site

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