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Avaya Aura® Contact Center Administration On-Site Training

presented by OneSource Professional Training Solutions, Inc.
View the OneSource Professional Training Solutions, Inc. Profile and Available Training

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Summary

Avaya Aura® Contact Center Administration

Workshop Description/Agenda

In this course, you learn how to access Contact Center Manager Administration (CCMA) 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.

You will examine the switch interface and the acquisition of resources, and you will discover different methods of system management, including viewing, creating, and modifying tabular and graphical real-time displays and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

You will learn administration through live SIP- and AML-based systems connected to CS 1000 and Aura ME platforms.

What You'll 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
  • Configuring CCMA Resources and Contact Center Management in an AML Environment

Who Should Attend

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

Course Prerequisites

  • 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)

Who Should Attend

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

Additional Information

Training Provider: OneSource Professional Training Solutions, Inc.

Course Topics: Computers / IT Training > Communications

Training Course Summary: Avaya Aura® Contact Center Administration

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