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Avaya Aura Contact Center Administration (3609)
- Avaya
Certifications:
ACSS - Avaya Aura Contact Center
New Age Technologies has been delivering Authorized Training since 1996. We offer Avaya’s full suite of authorized courses including courses pertaining to Avaya Aura, Messaging, Networking, IP Office, Unified Communications, and more. If you have any questions or can’t seem to find the Avaya class that you are interested in, contact one of our Avaya Training Specialists. Invest in your future today with Avaya training from New Age Technologies.
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COURSE INFORMATION
Avaya Aura Contact Center Administration (3609) Course Overview:
In the Avaya Aura Contact Center Administration course, you will learn how to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. This course covers the CCMA interface and the acquisition of resources. Different methods of system management are discussed, including viewing, creating, and modifying tabular and graphical real time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.
Who Should Attend:
- Contact center personnel whose daily activities include administration and management of Avaya Aura Contact Center using Contact Center Manager Administration
Avaya Aura Contact Center Administration (3609) Course Prerequisites:
Before attending this course, you must have the following:
- Understanding of basic telecommunications
- Ability to use call center telephone features according to customer specifications
- Ability to use Avaya technical publications
- Experience using Windows 98/XP/2000/2003
- Familiarity with Client/Server architecture and networking
Avaya Aura Contact Center Administration (3609) Course Objectives:
After successfully completing this course, you will be able to:
- Elements of Contact Center Manager
- Access Contact Center Manager Administration
- Configure Threshold Classes
- Administer Contact Center Manager Administration Resources in a SIP Environment
- Configure Call Presentation Classes and Multiplicity Presentation Classes
- Configure Skillsets
- Configure Bulk Load Data Configuration in a SIP Environment
- Configure Contact Center Management
- Configure Access and Partition Management
- Configure Real-Time Statistics and Formulas
- Real-Time Reporting
- Configure Agent Desktop Displays
- Configure Historical Statistics
- Interpret Historical Reports
- Schedule and Print Historical Reports
Avaya Aura Contact Center – Orchestration Designer Scripting (3610) Course Certifications:
- Avaya Certified Support Specialist (ACSS) – Avaya Aura Contact Center
Avaya Aura Contact Center – Orchestration Designer Scripting (3610) Course Outline:
- Module 1: Contact Center Manager Administration Access
- Module 2: Administering CCMA Resources
- Module 3: Threshold Classes
- Module 4: Call Presentation Classes
- Module 5: Skillsets
- Module 6: Contact Center Management: Agents and Supervisors
- Module 7: Contact Center Management: View
- Module 8: Contact Center Management: Assignments
- Module 9: Bulk Load Data Configuration
- Module 10: Access and Partition Management
- Module 11: Real-Time Statistics and Formulas
- Module 12: Real-Time Reporting
- Module 13: Agent Desktop Display
- Module 14: Historical Statistics
- Module 15: Interpreting Reports
- Module 16: Historical Reporting
- Module 17: Putting It All Together
- Appendix:
- Agent and Supervisor Features
- Agent Timing Chart
- Agent Greeting
- Report Creation Wizard
- Contact Center Manager Admin (AML)
- CCM Agents and Supervisors (AML)
Avaya Aura Contact Center – Orchestration Designer Scripting (3610) Course Labs:
- Lab 1: Logging on to the Contact Center Manager Administration
- Lab 2: Adding Communications Control Toolkit Server to the Contact Center Manager Administration
- Lab 3: Configure Agent, Skillset and Application Threshold Classes
- Lab 4: Add and Acquire CDNs (Route Points)
- Lab 5: Create Activity Codes
- Lab 6: Adding the Avaya Media Server to the CCMA
- Lab 7: Assigning Services to Media Servers
- Lab 8: Creating Routes
- Lab 9: Enabling Agent Greeting
- Lab 10: Add and Acquire CDNs
- Lab 11: Create and Acquire a Phoneset
- Lab 12: Create Activity Codes
- Lab 13: Create a Call Presentation Class to Return Calls to Queue
- Lab 14: Create Skillsets
- Lab 15: Download the Configuration Tool Spreadsheets
- Lab 16: Upload the Data from the Spreadsheet to Contact Center Manager
- Lab 17: Add New Supervisors
- Lab 18: Add New Agents
- Lab 19: Use Copy to Add New Agents
- Lab 20: Create and Schedule an Agent to Skillset Assignment
- Lab 21: Creating Report Groups, User-Defined Partitions, and Access Classes
- Lab 22: Modify a user with Launchpad Options, Access Class Supervisor/Reporting Agent Combination and User-Defined Partition
- Lab 23: Real Time Statistics
- Lab 24: Create a Formula
- Lab 25: Create an Application Formula
- Lab 26: Create a Filter for Use with an Agent Real-Time Display
- Lab 27: Create a Filter for Use with an Application Real-Time Display
- Lab 28: Create a Private Real-Time Display to View Agent Performance
- Lab 29: Create a Private Real-Time Display to View Application Performance and Save It as Public
- Lab 30: Create Graphic Displays
- Lab 31: Using Agent Desktop Display
- Lab 32: Configure Historical Statistics
- Lab 33: Generating Reports on an Ad Hoc Basis
- Lab 34: Creating a Report
- Lab 35: Changing a Schedule for a Report
