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This course is designed for personnel responsible for administering and managing Avaya Aura Contact Center Administration.

  • Course Start Date: 2021-10-04
  • Time: 08:30:00 - 16:30:00
  • Duration: 5 days 08:30 AM - 04:30 PM
  • Location: Virtual
  • Delivery Method(s): Virtual Instructor Led
REGULAR PRICE $3,895.00 Save $779.00
October 4th
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Course Outline


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


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.

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

Who Needs to Attend

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

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


  • Agent and Supervisor Features
  • Agent Timing Chart
  • Agent Greeting
  • Report Creation Wizard
  • Contact Center Manager Admin (AML)
  • CCM Agents and Supervisors (AML)


Lab 1: Logging on to the Contact Center Manager Administration

Lab 2: Adding Communications Control Toolkit Server to the Contact Center Manager Administration

Lab 3: Configure Agent, Skillset and Application Threshold Classes

Lab 4: Add and Acquire CDNs (Route Points)

Lab 5: Create Activity Codes

Lab 6: Adding the Avaya Media Server to the CCMA

Lab 7: Assigning Services to Media Servers

Lab 8: Creating Routes

Lab 9: Enabling Agent Greeting

Lab 10: Add and Acquire CDNs

Lab 11: Create and Acquire a Phoneset

Lab 12: Create Activity Codes

Lab 13: Create a Call Presentation Class to Return Calls to Queue

Lab 14: Create Skillsets

Lab 15: Download the Configuration Tool Spreadsheets

Lab 16: Upload the Data from the Spreadsheet to Contact Center Manager

Lab 17: Add New Supervisors

Lab 18: Add New Agents

Lab 19: Use Copy to Add New Agents

Lab 20: Create and Schedule an Agent to Skillset Assignment

Lab 21: Creating Report Groups, User-Defined Partitions, and Access Classes

Lab 22: Modify a user with Launchpad Options, Access Class Supervisor/Reporting Agent Combination and User-Defined Partition

Lab 23: Real Time Statistics

Lab 24: Create a Formula

Lab 25: Create an Application Formula

Lab 26: Create a Filter for Use with an Agent Real-Time Display

Lab 27: Create a Filter for Use with an Application Real-Time Display

Lab 28: Create a Private Real-Time Display to View Agent Performance

Lab 29: Create a Private Real-Time Display to View Application Performance and Save It as Public

Lab 30: Create Graphic Displays

Lab 31: Using Agent Desktop Display

Lab 32: Configure Historical Statistics

Lab 33: Generating Reports on an Ad Hoc Basis

Lab 34: Creating a Report

Lab 35: Changing a Schedule for a Report

Contact Center Manager Administration

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Training Location

Online Classroom
your office

your city, your province
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About Global Knowledge


Global Knowledge is the world's leading learning services and professional development solutions provider. We deliver learning solutions to support customers as they adapt to key business transformations and technological advancements that drive the way that organizations around the world differentiate themselves and thrive. Our learning programs, whether designed for a global organization or an individual professional, help businesses close skills gaps and foster an environment of continuous talent development.

Training Provider Rating

This vendor has an overall average rating of 4.38 out of 5 based on 431 reviews.

I would never take another course that starts at 11AM and goes to 9PM again. The way the course was laid out really took away from ... Read more

I would never take another course that starts at 11AM and goes to 9PM again. The way the course was laid out really took away from the capturing of what was presented as it was 5-6 hours of watching a screen before getting to the actual labs. There has to be a better way to lay out this particular course. In my previous course, the lectures were broken up by labs which worked out fantastic and kept you engaged in the course. There were days when in order to actually complete the labs, would go over the 9PM day end time frame. Was able to get the primary labs done, but if you want to get all the content completed, you cannot complete it in the window of this course, you will need to come back on your own time.

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Instructor was great
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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platfo ... Read more

Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platform.. from adobe to something called zoom; I had to call support line cause it stated our instructor wasn’t present. Thankfully I called cause everyone online was in the adobe virtual classroom waiting for what looked like a teacher who didn’t show up for class (IT didn’t get anything resolved until 10mins after start time). I felt like he was really getting hung up on very basic knowledge for the first half of the course (talking about how to create tabs and drag formulas as an example). I completed files a few times before he was done explaining. There was a scheduled fire drill for them (roughly 30mins)that also cut into our time, which wasn’t deducted from the hour lunch break or the two, fifteen min breaks. I also really wish he touched base more on the automating workbook functions portion which we barely did. I'm happy there were/are those study guides (learning videos) and exams to take on my own time that I hope after I've had the class are still available for me to learn from.

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