1. Zeacom Administration Training
Welcome to Zeacom!

2. Course Topics Voice Messaging Administration
Contact Center Administration
Departments, Queues, Agent Login Classes, Announcements, Agents, Operators
Zeacom system architecture, licensing and modules
Zeacom Applications
Administrator, Desktop, Console, Executive Insight
Security and Troubleshooting
Reporting

3. Zeacom System Integration

4. Skills Based Routing Strategy
Delay can be configured so that as the calls age, more agents are made available to take the call.
Priority can be used to ensure the call goes to the highest skilled agent if two agents become available at the same time.
Blueberry
Agents
Kiwi
Agents 0 - 5
Supervisors
Kiwi Nutrition
Queue

5. ZCC Terminology

6. Basic Call Flow Example

7. Contact Center Diagram (Announcements)

8. Contact Center Diagram (Query Call)

9. Contact Center Diagram (Progress, Callback, Wrapup)

10. Questions?
Log into the Zeacom online training platform at zeacom.litmos.com and view your course pre- and post-requisites
Visit for training documentation
Visit the Zeacom extranet at for:
Quick Reference Guides
Online tutorials
Recorded webinars
Module and Licensing tool