Avaya Aura Contact Center Administration

Avaya Aura Contact Center Administration Course Description

Duration: 5.00 days (40 hours)

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.

Next Class Dates

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this Avaya Aura Contact Center Administration Course

  • » Contact center personnel whose daily activities include administration and management of Avaya Aura┬« Contact Center using Contact Center Manager Administration

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Avaya Aura Contact Center Administration Course Objectives

  • » 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

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Avaya Aura Contact Center Administration 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
      18. Appendix
        1. Agent and Supervisor Features
        2. Agent Timing Chart
        3. Agent Greeting
        4. Report Creation Wizard
        5. Contact Center Manager Admin (AML)
        6. CCM Agents and Supervisors (AML)
      19. Labs
        1. Lab 1: Logging on to the Contact Center Manager Administration
        2. Lab 2: Adding Communications Control Toolkit Server to the Contact Center Manager Administration
        3. Lab 3: Configure Agent, Skillset and Application Threshold Classes
        4. Lab 4: Add and Acquire CDNs (Route Points)
        5. Lab 5: Create Activity Codes
        6. Lab 6: Adding the Avaya Media Server to the CCMA
        7. Lab 7: Assigning Services to Media Servers
        8. Lab 8: Creating Routes
        9. Lab 9: Enabling Agent Greeting
        10. Lab 10: Add and Acquire CDNs
        11. Lab 11: Create and Acquire a Phoneset
        12. Lab 12: Create Activity Codes
        13. Lab 13: Create a Call Presentation Class to Return Calls to Queue
        14. Lab 14: Create Skillsets
        15. Lab 15: Download the Configuration Tool Spreadsheets
        16. Lab 16: Upload the Data from the Spreadsheet to Contact Center Manager
        17. Lab 17: Add New Supervisors
        18. Lab 18: Add New Agents
        19. Lab 19: Use Copy to Add New Agents
        20. Lab 20: Create and Schedule an Agent to Skillset Assignment
        21. Lab 21: Creating Report Groups, User-Defined Partitions, and Access Classes
        22. Lab 22: Modify a user with Launchpad Options, Access Class Supervisor/Reporting Agent Combination and User-Defined Partition
        23. Lab 23: Real Time Statistics
        24. Lab 24: Create a Formula
        25. Lab 25: Create an Application Formula
        26. Lab 26: Create a Filter for Use with an Agent Real-Time Display
        27. Lab 27: Create a Filter for Use with an Application Real-Time Display
        28. Lab 28: Create a Private Real-Time Display to View Agent Performance
        29. Lab 29: Create a Private Real-Time Display to View Application Performance and Save It as Public
        30. Lab 30: Create Graphic Displays
        31. Lab 31: Using Agent Desktop Display
        32. Lab 32: Configure Historical Statistics
        33. Lab 33: Generating Reports on an Ad Hoc Basis
        34. Lab 34: Creating a Report
        35. Lab 35: Changing a Schedule for a Report

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Do you have the right background for Avaya Aura Contact Center Administration?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Our instructors are passionate at teaching and are experts in their respective fields. Our average NetCom instructor has many, many years of real-world experience and impart their priceless, valuable knowledge to our students every single day. See our world-class instructors.   See more instructors...

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