Avaya Aura Contact Center Elite and Multichannel Implementation Certification Course

Avaya Aura Contact Center Elite and Multichannel Implementation Certification Training Course Overview

Enroll for 4-day Avaya Aura Contact Center Elite and Multichannel Implementation certification training course from Koenig Solutions accredited by Avaya. Avaya Aura Contact Center Elite and Multichannel Implementation course is designed to learn administer and configuring of the system and user feature of Avaya Aura Call Center Elite.

Through a blend of hands-on labs and interactive lectures, you will be able to learn to administer a call center using the Avaya Aura Communication Manager. Avaya Aura® Contact Center Elite features are used to accomplish call routing and vectoring solutions for various business objectives.

Target Audience

Avaya associates, customers, channel partners, and business partners with installation and implementation responsibilities on the Avaya Elite platform.

Avaya Aura Contact Center Elite and Multichannel Implementation Certification Course (Duration : 32 Hours) Download Course Contents

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Course Modules

Module 1: Describe the hardware components needed for a basic Avaya Aura® Call Center Elite system.
  • Details are not available.
Module 2: Describe the hardware components needed for an Avaya Aura® Call Center Elite Multichannel system.
  • Details are not available.
Module 3: Describe the features and capabilities of Avaya Aura® Communication Manager and how you use them in the Avaya Aura® Call Center Elite and Avaya Aura® Call Center Elite Multichannel
  • Details are not available.
Module 4: Identify how Avaya Aura® Communication Manager works with Avaya Aura® Call Center Elite Multichannel.
  • Details are not available.
Module 5: Identify how features are activated for Avaya Aura® Call Center Elite
  • Details are not available.
Module 6: Describe dialing features including the dialing plan in Avaya Aura® Call Center Elite.
  • Details are not available.
Module 7: Describe access codes, and abbreviations on the dialing list.
  • Details are not available.
Module 8: Describe the properties of hunt groups, splits, and skills for agents.
  • Details are not available.
Module 9: Create multiple hunt groups with the features required for them to function correctly
  • Details are not available.
Module 10: Explain the options for distributing calls to the right agents.
  • Details are not available.
Module 11: Describe how to add agent login IDs and stations.
  • Details are not available.
Module 12: Describe the purpose and configuration of Announcements.
  • Details are not available.
Module 13: Describe call flows and call vectors and explain the purpose of basic vectoring commands.
  • Details are not available.
Module 14: Describe the purpose of vector variables and how they are used and identify how the variables are used to create advanced vector test steps.
  • Details are not available.
Module 15: Describe how network routing is used to expand call centers and the BSR features for singlesite and multi-site applications.
  • Details are not available.
Module 16: Describe how Business Advocate can improve call center performance by adjusting staffing
  • Details are not available.
Module 17: Describe, install, and configure the Avaya Aura® Call Center Elite MultichannelApplication management Services.
  • Details are not available.
Module 18: Describe the functionality of Application Management Director
  • Details are not available.
Module 19: Describe the requirements to license features, and install and configure the License Director server application.
  • Details are not available.
Module 20: Describe the XML client and XML Server, and install and configure for Avaya Aura Call Center Elite Multichannel.
  • Details are not available.
Module 21: Demonstrate the functions of Avaya Aura® Call Center Elite, and how it will support Avaya Aura® Call Center Elite Multichannel.
  • Details are not available.
Module 22: Describe the Configuration Server architecture and operations.
  • Details are not available.
Module 23: Identify command line parameters and configuration data commands to configure Avaya Aura Call Center Elite Multichannel applications through Configuration Server.
  • Details are not available.
Module 24: Describe the Avaya Aura® Call Center Elite Multichannel database content and how the databases are created.
  • Details are not available.
Module 25: Use Control panel to add contact information to the Contact Database for use in the Avaya Aura® Call Center Elite Multichannel desktop application.
  • Details are not available.
Module 26: Describe, install and configure the Avaya Aura® Call Center Elite Multichannel Desktop
  • Details are not available.
Module 27: Describe, install and configure the Avaya Aura® Contact Center Elite Multichannel multimedia services including workflow and queuing.
  • Details are not available.
Module 28: Describe the Email Media Store features and functions.
  • Details are not available.
Module 29: Describe the Preview Contact flow features and functions.
  • Details are not available.
Module 30: Understand the Simple Message, gateway operation, and web chat
  • Details are not available.
Module 31: Identify the purpose and describe the operation of Voice Media Store
  • Details are not available.
Module 32: Describe the Call Routing Server
  • Details are not available.
Module 33: Describe the Call Routing Server
  • Details are not available.
Module 34: Describe Virtual Agent worker processes.
  • Details are not available.
Module 35: Describe the Avaya Aura® Call Center Elite Multichannel Interaction Data Server
  • Details are not available.
Module 36: Configure and use the additional features of Avaya Aura® Call Center Elite Multichannel Desktop including the IDS View Client plug-in.
  • Details are not available.
Module 37: Enable the history, presence, wallboard, or iClarity plugin
  • Details are not available.
Module 38: Describe Avaya Aura® Call Center Elite Multichannel reporting and explain the real-time and historical reporting capabilities available from Avaya Aura® Communication Manager.
  • Details are not available.
Module 39: Use Real-time Reporting to generate reports.
  • Details are not available.
Module 40: Install Avaya Aura® Call Center Elite Multichannel Reporting
  • Details are not available.
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Course Prerequisites

Avaya Aura® Communication Manager Administration

Learning Objectives

  • After completing this course, you will be able to:
  • Install Avaya Aura® Call Center Elite Multichannel Reporting
  • Use Real-time Reporting to generate reports
  • Enable the history, presence, wallboard, or iClarity plugin
  • Describe Virtual Agent worker processes
  • Describe the Avaya Aura® Call Center Elite Multichannel Interaction Data Server
  • Understand the Simple Message, gateway operation, and web chat
  • Describe, install and configure the Avaya Aura® Call Center Elite Multichannel Desktop
  • Describe, install and configure the Avaya Aura® Contact Center Elite Multichannel
  • Multimedia services including workflow and queuing.

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