Avaya Aura Contact Center Installation, Administration, and Scripting Essentials Eğitimi

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Avaya  » Avaya Aura Contact Center Eğitimler

Avaya Aura® Contact Center Installation, Administration, and Scripting Essentials (3621)

Take the fast track to learning the essentials for Avaya Aura� Contact Center Release 6.x installation, administration, and scripting in just 10 days.

This course combines 15 days of training into 10 days, providing you with the essentials of Avaya Aura� Contact Center Release 6.x installation, administration, and configuration.

This course is designed for personnel responsible for installation, administration, and management of Avaya Aura® Contact Center. In the course, you will perform pre-installation tasks and install a Voice and Multimedia Contact Server for a SIP-enabled Avaya Aura® Unified Communications platform. You will access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will cover scripting and the steps involved in creating scripts and variables, using basic script commands and intrinsics.

What You'll Learn

  • Perform pre-installation tasks
  • Install the Avaya Aura Contact Center application
  • Perform commissioning tasks
  • Perform database backup and restoration
  • Configure and test high availability
  • Administer CCMA resources
  • Real-Time Reporting
  • Configure historical statistics
  • Interpret historical reports
  • Write, validate, and edit applications using the flow and script editors

Who Needs to Attend

  • Experienced technicians and other personnel who are familiar with Contact Center products and want to learn the essentials of Avaya Aura Contact Center
  • Personnel responsible for installation, administration, and management of Avaya Aura Contact Center

Prerequisites

  • 3615W Configure Avaya Communication Server 1000 for Avaya Aura� Contact Center and/or
  • 3616W Configure Avaya Aura� for Midsize Enterprises for Avaya Aura� Contact Center

Prerequisite Skills

  • Knowledge of and experience with Microsoft Windows Server installation, configuration, and administration
  • Ability to configure and troubleshoot PCs and components of TCP/IP
  • Ability to diagnose and isolate faults in LAN cabling and connectors
  • Ability to use maintenance tools and software loads to determine and correct equipment failures
  • Ability to identify and locate the major components of the communication server (either Avaya Communication Server 1000 or Avaya Communication Manager Midsize Enterprises), referred to as the "switch" in this course
  • Ability to provide input to the switch software database and inspect and power up the switch
  • Familiarity with Microsoft Windows servers, MS-DOS, and Windows Professional, XP Professional, or Vista
  • Familiarity with SIP terminology
  • Familiarity with PC hardware and software terminology
  • For personnel who install AML-based systems: Familiarity with the relationship of the messaging queues and the virtual agent TNs on the CS 1000

Follow-On Courses

There are no follow-ons for this course.

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

  • Avaya Certified Implementation Specialist (ACIS) - Avaya Aura� Contact Center
  • Avaya Certified Support Specialist (ACSS) - Avaya Aura� Contact Center

Course Outline

1. Installing the Contact Center Manager Server

2. Adding and Configuring Contact Center Manager Administration

3. Installing and Configuring Communication Control Toolkit Software and Avaya Aura� Agent Desktop

4. Configuring AACC for Basic Call, including OD Overview

5. Installing and Configuring the Avaya Media Server

6. Installing and Configuring Client Software

7. Configuring CCMA Resources and Agent Greeting

8. Backing Up and Restoring Data

9. Contact Center Manager Administration Access

10. Administering CCMA Resources

11. Threshold Classes

12. Call Presentation Classes

13. Skillsets

14. Contact Center Management: Agents and Supervisors

15. Contact Center Management: Views

16. Contact Center Management: Assignments

17. Access and Partition Management

18. Historical Statistics

19. Interpreting Reports

20. Historical Reporting

21. Scripting Overview

22. Application Variables and Application Management Data

23. Intrinsics and Expressions

24. Creating Applications using Scripting Commands and Blocks

Appendix:

  • SIP Overview
  • Voice Processing in an AML Environment
  • Agent Greeting
  • Report Creation Wizard
  • Administering CCMA Resources in an AML Environment
  • Contact Center Management: Agents and Supervisors (AML)

Labs

Lab 1: Pre-Installation Tasks

Lab 2: Avaya Aura Contact Center Software Installation

Lab 3: Contact Center Manager Administration Commissioning

Lab 4: Communication Control Toolkit and Avaya Aura� Agent

Lab 5: Desktop Commissioning

Lab 6: Avaya Media Server Commissioning

Lab 7: Installing and Configuring Client Software

Lab 8: Perform a CCMS Database Backup and Restore

Lab 9: Perform a CCMA Backup and Restore

Lab 10: CCMA Replication Pre-Install

Lab 11: Standby Server Software Installation

Lab 12: High Availability Configuration

Lab 13: Logging on to the Contact Center Manager Administration

Lab 14: Adding Communications Control Toolkit Server to the Contact Center Manager Administration

Lab 15: Configure Agent, Skillset, and Application Threshold Classes

Lab 16: Add and Acquire CDNs (Route Points)

Lab 17: Create Activity Codes

Lab 18: Adding the Avaya Media Server to the CCMA

Lab 19: Assigning services to Media Servers

Lab 20: Creating Routes

Lab 21: Enabling Agent Greeting

Lab 22: Create a Call Presentation Class to Return Calls to Queue

Lab 23: Create Skillsets

Lab 24: Add new Supervisors

Lab 25: Add new Agents

Lab 26: Use Copy to Add New Agents

Lab 27: Use Search from the Agent View and Link to Other views

Lab 28: Create and Schedule an Agent to Skillset Assignment

Lab 29: Create and Schedule an Agent to Supervisor Assignment

Lab 30: Creating Report Groups, User-Defined Partitions, and Access Classes

Lab 31: Modify a User with Launchpad Options, Access Class Supervisor/Reporting Agent Combination, and User Defined Partition

Lab 32: Modify a User with Launchpad Options, Access Class and Standard Partition, and Supervisor/Reporting Agent Combination

Lab 33: Create a Filter for Use with a Agent Real-Time Display

Lab 34: Create a Filter for Use with an Application Real-Time Display

Lab 35: Create a Private Real-Time Display to View Agent Performance

Lab 36: Create a Private Real-Time Display to View Application Performance and Save It As Public

Lab 37: Create Graphic Displays

Lab 38: Configure Historical Statistics

Lab 39: Configure Historical Statistics Collection

Lab 40: Generating reports on an Ad Hoc Basis

Lab 41: Creating a Report

Lab 42: Changing a Schedule for a Report

Lab 43: Login and Install the Orchestration Designer Tool Then Create Nodes and Copy the CCMS Server

Lab 44: Create Script Applications

Lab 45: Create Flow Applications

Lab 46: Creating Application Variables

Lab 47: Add Variables to a Flow and a Script Application

Lab 48: Adding a Skillset to Application Manager Data through OD

Lab 49: Create Intrinsics and Expressions

Lab 50: Modify an Application by Adding Skillsets

Lab 51: Modify an Application by Adding Treatments

Lab 52: Modify an Application by Adding a Wait Loop

Lab 53: Modify an Application by Adding a Page and Check for Queuing

Lab 54: Optional Exercise



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