Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to effectively manage, program, monitor and rectify problems with telecommunications technology. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
Application of the Unit
Application of the unit |
This unit applies to the administration of potentially complex customer contact telecommunications systems in a modern day customer contact environment. Competence in this unit requires effectively maintaining, troubleshooting, modifying and improving the functioning of telecommunications equipment; liaising with internal or external information technology support areas as necessary; and executing appropriate and accurate reporting. This work may be undertaken by a specialist, team leader or manager, depending on the size and structure of the centre. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Reprogram telecommunications system software |
1.1. Confirm details of request for system changes with relevant stakeholders 1.2. Select appropriate reprogramming methods 1.3. Implement reprogramming of telecommunications system 1.4. Check and confirm outcome of reprogramming against initial request 1.5. Promptly initiate any remedial action |
2. Produce telecommunications system reports |
2.1. Confirm purpose and details of report type 2.2. Generate system reports effectively and efficiently 2.3. Modify system reports, where necessary, to meet stakeholder requirements 2.4. Distribute reports to target audience in a timely manner 2.5. Clarify and explain report details to target audience as required |
3. Manage telecommunications system faults |
3.1. Identify system faults 3.2. Select best repair options 3.3. Escalate faults if necessary and in a timely manner 3.4. Implement fault repair 3.5. Monitor repair progress closely 3.6. Select and implement contingency plans in accordance with procedures |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
EVIDENCE GUIDE |
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The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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Range Statement
RANGE STATEMENT |
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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
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System changes may include changes to: |
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Reprogramming methods may include: |
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Report type and purpose may include: |
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Target audience for reports may include: |
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System faults may include: |
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Fault repair may include: |
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Contingency plans may include: |
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Unit Sector(s)
Unit sector |
Competency field
Competency field |
Stakeholder Relations - Contact Centre Operations |
Co-requisite units
Co-requisite units |
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