This course is designed for personnel responsible for administering and managing Avaya Aura Contact Center Administration.
- Course Start Date: Aug. 20
- Location: Virtual
- Time: 9:30 am - 5:30 pm (Note on end times)
- Duration: 5 days
09:30 AM - 05:30 PM
on the number or students and pace of the class.
It is important to allow for the class to run a little bit longer,
or finish a little sooner, than expected.
- Delivery Method(s):Virtual Instructor Led
- Discount Seats Available:2
- Category:Avaya Contact Centre
that provides you with the quality training that
you have come to expect, and combines it with
flexible learning and a self paced environment.
For more information click here.
- Course Outline
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 SIPEnvironment
- 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
Contact center personnel whose daily activities include administration and management of Avaya Aura® Contact Center usingCourse Outline1. Contact Center Manager Administration Access2. Administering CCMA Resources3. Threshold Classes4. Call Presentation Classes5. Skillsets6. Contact Center Management: Agents and Supervisors7. Contact Center Management: View8. Contact Center Management: Assignments9. Bulk Load Data Configuration10. Access and Partition Management11. Real-Time Statistics and Formulas12. Real-Time Reporting13. Agent Desktop Display14. Historical Statistics15. Interpreting Reports16. Historical Reporting17. 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)
Contact Center Manager Administration
- Prerequisites & Certificates
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
Certificate of completion
- 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.
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