Avaya Aura Contact Center Elite and Multichannel Implementation Course Overview

Avaya Aura Contact Center Elite and Multichannel Implementation Course Overview

The Avaya Aura Contact Center Elite and Multichannel Implementation course is an extensive training program designed to equip learners with the knowledge and skills required to set up, manage, and optimize the Avaya Aura Call Center Elite and Multichannel systems. Throughout the course, participants will delve into hardware components, features, capabilities, and configuration aspects of these sophisticated contact center solutions.

By exploring modules that cover everything from the basic hardware setup, dialing features, agent skills, call flows, and vectoring commands, to advanced topics like Business Advocate, licensing, database management, multimedia services, and reporting, learners will gain a comprehensive understanding of how to effectively implement and maintain Avaya Aura's multichannel contact center environment.

This course will help learners understand the architecture and operations of the system, ensure proper installation and configuration, and leverage real-time and historical reporting capabilities to improve contact center performance. By mastering these skills, participants will be able to enhance customer experiences and streamline contact center operations using Avaya's robust communication solutions.

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  • Live Training (Duration : 32 Hours)
  • Per Participant
  • Classroom Training price is on request

♱ Excluding VAT/GST

You can request classroom training in any city on any date by Requesting More Information

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Course Prerequisites

To ensure that you have the best possible learning experience in the Avaya Aura Contact Center Elite and Multichannel Implementation course, we recommend that you meet the following minimum prerequisites:


  • Basic understanding of telephony and VoIP (Voice over Internet Protocol) fundamentals.
  • Familiarity with contact center concepts and terminology.
  • Some experience with or knowledge of Avaya Aura Communication Manager would be beneficial.
  • Basic knowledge of networking concepts, including LANs, WANs, and IP networking.
  • Ability to navigate and perform basic operations on a Windows-based computer.
  • Willingness to learn and engage with both theoretical and practical aspects of the Avaya Aura Contact Center Elite and Multichannel systems.

These prerequisites are designed to provide you with the foundational knowledge required to grasp the course content effectively. If you have any concerns about meeting these prerequisites, please reach out to us for guidance on preparatory steps you can take before enrolling in the course.


Target Audience for Avaya Aura Contact Center Elite and Multichannel Implementation

The Avaya Aura Contact Center Elite and Multichannel Implementation course equips professionals with the skills to manage advanced call center solutions.


Target audience for the course includes:


  • IT Support Engineers specializing in communication systems
  • Avaya System Administrators and Implementers
  • Call Center Technical Staff
  • Telecommunications Consultants who design and implement contact centers
  • Network Engineers working on telephony solutions
  • Avaya Partners and Resellers focusing on Avaya solutions
  • Technical Managers overseeing call center operations
  • Systems Integrators working with Avaya products
  • Professionals aiming for Avaya certification


Learning Objectives - What you will Learn in this Avaya Aura Contact Center Elite and Multichannel Implementation?

Introduction to Learning Outcomes:

This course provides comprehensive training on Avaya Aura® Contact Center Elite and Multichannel implementation, focusing on system components, features, call distribution, and reporting capabilities for efficient contact center management.

Learning Objectives and Outcomes:

  • Understand the necessary hardware components for a basic Avaya Aura® Call Center Elite system to ensure proper setup and functionality.
  • Identify and describe the additional hardware components required for Avaya Aura® Call Center Elite Multichannel to support various communication channels.
  • Gain knowledge of Avaya Aura® Communication Manager features and capabilities and their application in both Avaya Aura® Call Center Elite and Multichannel environments.
  • Learn how Avaya Aura® Communication Manager integrates with Avaya Aura® Call Center Elite Multichannel for seamless operations.
  • Discover how to activate features within Avaya Aura® Call Center Elite and understand their impact on contact center performance.
  • Comprehend the dialing plan configuration including features such as access codes and abbreviations to facilitate efficient call handling.
  • Describe hunt groups, splits, and skills, and understand how to configure them to optimize agent performance and call distribution.
  • Create and configure multiple hunt groups with the necessary features for effective functionality.
  • Explore the options for call distribution to ensure that calls are directed to the most suitable agents based on predefined criteria.
  • Install, configure, and manage Avaya Aura® Call Center Elite Multichannel Application Management Services, enhancing the contact center's multichannel capabilities.

Target Audience for Avaya Aura Contact Center Elite and Multichannel Implementation

The Avaya Aura Contact Center Elite and Multichannel Implementation course equips professionals with the skills to manage advanced call center solutions.


Target audience for the course includes:


  • IT Support Engineers specializing in communication systems
  • Avaya System Administrators and Implementers
  • Call Center Technical Staff
  • Telecommunications Consultants who design and implement contact centers
  • Network Engineers working on telephony solutions
  • Avaya Partners and Resellers focusing on Avaya solutions
  • Technical Managers overseeing call center operations
  • Systems Integrators working with Avaya products
  • Professionals aiming for Avaya certification


Learning Objectives - What you will Learn in this Avaya Aura Contact Center Elite and Multichannel Implementation?

Introduction to Learning Outcomes:

This course provides comprehensive training on Avaya Aura® Contact Center Elite and Multichannel implementation, focusing on system components, features, call distribution, and reporting capabilities for efficient contact center management.

Learning Objectives and Outcomes:

  • Understand the necessary hardware components for a basic Avaya Aura® Call Center Elite system to ensure proper setup and functionality.
  • Identify and describe the additional hardware components required for Avaya Aura® Call Center Elite Multichannel to support various communication channels.
  • Gain knowledge of Avaya Aura® Communication Manager features and capabilities and their application in both Avaya Aura® Call Center Elite and Multichannel environments.
  • Learn how Avaya Aura® Communication Manager integrates with Avaya Aura® Call Center Elite Multichannel for seamless operations.
  • Discover how to activate features within Avaya Aura® Call Center Elite and understand their impact on contact center performance.
  • Comprehend the dialing plan configuration including features such as access codes and abbreviations to facilitate efficient call handling.
  • Describe hunt groups, splits, and skills, and understand how to configure them to optimize agent performance and call distribution.
  • Create and configure multiple hunt groups with the necessary features for effective functionality.
  • Explore the options for call distribution to ensure that calls are directed to the most suitable agents based on predefined criteria.
  • Install, configure, and manage Avaya Aura® Call Center Elite Multichannel Application Management Services, enhancing the contact center's multichannel capabilities.