Unit of competency Outline

Date retreived
23/07/2026 5:38 AM AWST

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Administer customer contact telecommunications technology

Administer customer contact telecommunications technology

Unit of competency
National Code
BSBCCO401A
State Code
D0616
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
10/03/2009
View on TGA
State Implementation and Classification
Approved Date
07/07/2014
Field of Education
031309 - Communications Equipment Installation And Maintenance
Original Release Date
07/07/2014
Nominal Hours
25
Description
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.
Notes
Elements and 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
Interactive Voice Response (IVR)
PABX
queuing functions
reporting functions
telephone configuration
user locations
visual displays

engagement of internal or external support
preparation of detailed instructions or requirements documentation
screen driven commands and specifics as set out in manuals and delivered in equipment specific training
testing methods (to ensure effectiveness of reprogramming)

simple reports covering whole of centre work rates to highly detailed reports covering many aspects of individual work rates
specific requirements of stakeholders or organisation
technology performance reporting for contract management

colleagues
managers
stakeholders
team leaders
vendors (for contract management)

complete system failure
minor problems with individual telephones
minor problems with telecommunications technology

engagement of external (vendor) parties to complete repair
immediate repair of minor faults by the system administrator to major system failures
replacement of equipment or components of equipment

business continuity plan
crisis management plan
disaster recovery plan
use of alternative equipment in the immediate area and/or redistributing work locally to moving operations to a back-up location

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

demonstration of a daily routine
execution of reprogramming of system functions as required
generation of daily reports
describing and distinguishing between major and minor system faults
describing major fault contingency plans
quality and accurate system reports
knowledge of crisis management, disaster recovery and business continuity plans.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information, data and reporting
access to service level guidelines and standards
access to appropriate computer and telecommunications resources (may be modified for use by people with a disability)
access to stakeholder feedback (or in person).

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:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
direct observation of the candidate working on telecommunications equipment problems
oral and/or written questioning to assess knowledge of telecommunication equipment and requirements
review and assessment of reporting outputs
review of stakeholder feedback
review of process documentation.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other contact centre operations units.

Replaces
State Code National Code Title Type
C5412 ICTCC420A Administer customer contact telecommunications technology Unit of competency
Replaced By
State Code National Code Title Type
S8055 BSBCCO407A Administer customer contact technology Unit of competency