Avaya Aura Contact Center Installation, Administration, and Scripting Essentials

Avaya Aura Contact Center Installation, Administration, and Scripting Essentials Course Description

Duration: 10.00 days (80 hours)

Price: $5,000.00

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.

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 Installation, Administration, and Scripting Essentials Course

  • » 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

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Avaya Aura Contact Center Installation, Administration, and Scripting Essentials Course Objectives

  • » 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

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Avaya Aura Contact Center Installation, Administration, and Scripting Essentials 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
      25. Appendix:
        1. SIP Overview
        2. Voice Processing in an AML Environment
        3. Agent Greeting
        4. Report Creation Wizard
        5. Administering CCMA Resources in an AML Environment
        6. Contact Center Management: Agents and Supervisors (AML)
      26. Labs
        1. Lab 1: Pre-Installation Tasks
        2. Lab 2: Avaya Aura Contact Center Software Installation
        3. Lab 3: Contact Center Manager Administration Commissioning
        4. Lab 4: Communication Control Toolkit and Avaya Aura® Agent
        5. Lab 5: Desktop Commissioning
        6. Lab 6: Avaya Media Server Commissioning
        7. Lab 7: Installing and Configuring Client Software
        8. Lab 8: Perform a CCMS Database Backup and Restore
        9. Lab 9: Perform a CCMA Backup and Restore
        10. Lab 10: CCMA Replication Pre-Install
        11. Lab 11: Standby Server Software Installation
        12. Lab 12: High Availability Configuration
        13. Lab 13: Logging on to the Contact Center Manager Administration
        14. Lab 14: Adding Communications Control Toolkit Server to the Contact Center Manager Administration
        15. Lab 15: Configure Agent, Skillset, and Application Threshold Classes
        16. Lab 16: Add and Acquire CDNs (Route Points)
        17. Lab 17: Create Activity Codes
        18. Lab 18: Adding the Avaya Media Server to the CCMA
        19. Lab 19: Assigning services to Media Servers
        20. Lab 20: Creating Routes
        21. Lab 21: Enabling Agent Greeting
        22. Lab 22: Create a Call Presentation Class to Return Calls to Queue
        23. Lab 23: Create Skillsets
        24. Lab 24: Add new Supervisors
        25. Lab 25: Add new Agents
        26. Lab 26: Use Copy to Add New Agents
        27. Lab 27: Use Search from the Agent View and Link to Other views
        28. Lab 28: Create and Schedule an Agent to Skillset Assignment
        29. Lab 29: Create and Schedule an Agent to Supervisor Assignment
        30. Lab 30: Creating Report Groups, User-Defined Partitions, and Access Classes
        31. Lab 31: Modify a User with Launchpad Options, Access Class Supervisor/Reporting Agent Combination, and User Defined Partition
        32. Lab 32: Modify a User with Launchpad Options, Access Class and Standard Partition, and Supervisor/Reporting Agent Combination
        33. Lab 33: Create a Filter for Use with a Agent Real-Time Display
        34. Lab 34: Create a Filter for Use with an Application Real-Time Display
        35. Lab 35: Create a Private Real-Time Display to View Agent Performance
        36. Lab 36: Create a Private Real-Time Display to View Application Performance and Save It As Public
        37. Lab 37: Create Graphic Displays
        38. Lab 38: Configure Historical Statistics
        39. Lab 39: Configure Historical Statistics Collection
        40. Lab 40: Generating reports on an Ad Hoc Basis
        41. Lab 41: Creating a Report
        42. Lab 42: Changing a Schedule for a Report
        43. Lab 43: Login and Install the Orchestration Designer Tool Then Create Nodes and Copy the CCMS Server
        44. Lab 44: Create Script Applications
        45. Lab 45: Create Flow Applications
        46. Lab 46: Creating Application Variables
        47. Lab 47: Add Variables to a Flow and a Script Application

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Do you have the right background for Avaya Aura Contact Center Installation, Administration, and Scripting Essentials?

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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