Duration: 4 Days
Avaya Aura® Call Center Elite features are used to accomplish call routing and vectoring solutions for various business objectives. Through hands-on labs, you will learn to administer a call center using the Avaya Aura Communication Manager.
What You Will Learn
- Call center components, concepts, and terms
- Perform an initial call center configuration
- Administer a dial plan, feature-related system parameters, hunt groups,
agents, announcements, and music sources
- Avaya Aura Call Center Elite features of Avaya Aura Communication Manager
- Create and test call vectors
- Avaya's call center applications used with Avaya Aura
Call Center Elite
Audience
Avaya associates, customers, channel partners, and business partners with installation and implementation responsibilities on the Avaya Elite platform.
Prerequistes
Course Outline
Day 1
1. Avaya Aura Hardware
2. Call Center
- Components
- Concepts
- Terms
3. Setting Up an Initial Call Center Configuration
Day 2
4. Administering a Dial Plan
5. Feature-Related System Parameters
6. Hunt
Groups
7. Agents
8. Announcements
9. Music Sources
10. EAS, BSR,
and Business Advocate
Day 3
11. VDN
12. Policy Routing Tables
13. Percentage Allocation
14. Service Hours Tables
15. Vector Routing
Tables
16. Holiday Tables
17. Variables in Vectors (VIV)
18. Vector
Events
Day 4
19. Building Call Flows
20. BCMS and CMS
Course Labs
