EncartaLabs

Avaya Aura Contact Center Administration

( Duration: 5 Days )

In Avaya Aura Contact Center Administration training course, delegates will learn to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. They will learn to configure administrator 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.

By attending Avaya Aura Contact Center Administration workshop, Participants 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

  • 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

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

COURSE AGENDA

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

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 3,500 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 20,000 corporate candidates across india and abroad
  • All our trainings are conducted in workshop mode with more focus on hands On

View our other course offerings by visiting www.encartalabs.com/course-catalogue

Contact us for delivering this course as a public/open-house workshop for a group of 10+ candidates at our venue

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