3609: Avaya Aura® Contact Center Administration

$3,595.00


  • classroom

  • virtual

  • Onsite

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Duration: 5 Days

This course is designed for personnel responsible for administering and managing Avaya Aura® Contact Center Administration. In this 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.

What You Will Learn

  • 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

Audience

Contact center personnel whose daily activities include administration and management of Avaya Aura® Contact Center using Contact Center Manager Administration

Prerequistes

  • 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

Course Outline

1. Contact Center Manager Administration Access

2. Administering CCMA Resources

3. Threshold Classes

4. Call Presentation Classes

5. Skillsets

6. Contact Center Management: Agents and Supervisors

7. Contact Center Management: View

8. Contact Center Management: Assignments

9. Bulk Load Data Configuration

10. Access and Partition Management

11. Real-Time Statistics and Formulas

12. Real-Time Reporting

13. Agent Desktop Display

14. Historical Statistics

15. Interpreting Reports

16. Historical Reporting

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)

Course Labs