		Tour of Interaction Manager
		Starting and Logging in
		Controlling Your Status
		First Time Installation Lesson
		Adding To DNC
		Setting Your Extension
		Upload Predictive Lists and List Format
		Interaction Manager’s Information Tool Bar
		Set Up Voice Mail Box
		Set Up Email Inbox
		Predictive Schedules
		Simple Transfer
		Real Time Statistics
		Flip Predictive Lists for Re-Use User Guide
		Set Up Voice Mail Guide
		Contact Center Anywhere Administrator 24 page Quick User Guide
		Contact Center Anywhere Supervisor 16 page Quick User Guide
		Contact Center Anywhere Interaction [Agent] 10 page Quick User Guide
		Create Call Outcome Report by Agent
		Create Agent Utilization [Number of Calls Made] Report
		Create Custom Agent Reports
		How to Transfer Calls to a Workgroup
		How to complete a complete a Conference Call then Transfer
		How to configure Project Schedules, Voice Mail Agents
		How to create a Custom Script
		How to access Contact Center Anywhere with Windows VISTA
		View Work Group Records and Call Flow Diagram
		Flip a Predictive List

		Agent Interaction Report
		CallCenter@nywhere Supervision Quick User Guide
		Configuring Voicemails
		ContactCenter@nywhere Interaction Quick User Guide
		ContactCenter@nywhere Supervision Quick User Guide Bckup
		CONTACTCENTER_@NYWHERE Quick Admin User Guide
		Creating Projects Schedules Voicemail
		Custom VCC Reports
		How to complete a Supervised Transfer
		How to Transfer Calls to a Workgroup
		Outcome Report by User
		Steps to complete a Conference then Transfer
		TAW Reports How to Flip List VCC
		Uploading Contacts VCC
		VCC Custom Text Scripts
		Workgroup Prompts

Training Documents
	Customer Relationship Manager - CRM

		Click to Talk
		Create a Worklist
		Working a Worklist
		How to access Contact Center Anywhere with Windows VISTA
		View Work Group Records and Call Flow Diagram
		Flip a Predictive List
		Create Opportunity Types
		How to make CRM Users ‘Active’
		Creative Custom Tabs and Drop-Down Menus
		Create Email Templates and Sending Emails
		Create a Lead and Convert to Sales Opportunity
		Create Team
		Enable Team Functionality and Visibility in the CRM
		Change Label ‘Names’ and ‘Terminology’ in the CRM Modules
		Change Date and Time Zone
		Security: Limit One User from viewing other User’s Opportunities
		Manage Activities: Meetings, Calls, Tasks
		Sync Microsoft Outlook 2003 with CRM using Splendid Plug-In
		Change User Status: Active, Inactive, Suspended
		CRM 1.3 Enhancements [April 2007]: Import Files, Export Files, Teams
		Import Date Files
		View CRM Reports
		Creating CRM Reports

		Creating Email Templates Sending Emails
		Creating Customized CRM Tabs
		Creating Lead and ConvertLead
		Creating Opportunity Types CRM
		Creating ProStar Reports
		Creating Teams CRM
		CRM Changing Existing Label Names
		CRM Import
		CRM Teams Fucntionality
		CRM Time Zone Changes
		Enabling Teams in CRM
		Limiting Opportunities by User
		Making CRM Users Active
		Managing CRM Activities
		URL Link for CRM Reports
		User Cannot View ProStar Reports

Training Documents
	ProStar Lead Manager

		Managing Leads: Delete, Update
		Create Thank You page or Re-Direct page to Link Customer to other web page after Form Submission
		Deleting Lead after it is assigned to Affiliate
		Creating a Custom Thank You Page to be sent after Form Submission
		Creating a ‘Calculated Answer’ in the Survey Form
		Enable Team Functionality and Visibility in the CRM
		Change Label ‘Names’ and ‘Terminology’ in the CRM Modules
		Definitions and Terminology
		ProStar Lead Manager (formerly iLeadMachine) 121 Page User Guide
		Create/Edit an Affiliate
		Each Survey must have 3 Hidden Questions. Create Hidden Questions
		Share Outlook 2003 Calendar with Other Users

		Creating Calculated Questons Answers
		Creating Editing Affiliate
		Deleting Lead Manager Leads
		Lead Manager Definitions
		Lead Manager User Guide
		Managing Leads
		MUST Create These 3 Questions for Each Survey
		Using_Redirect_Page