Avaya Interaction Center Administration and Configuration Course Overview

The Avaya Interaction Center Administration and Configuration course is designed to provide learners with an in-depth understanding of how to manage and configure the Avaya Interaction Center platform. This comprehensive course will equip participants with the knowledge needed to handle server interactions, dependencies, domain configurations, and other essential components within IC Manager.

Starting with an overview of Avaya Interaction Center servers, Module 1 sets the foundation for understanding the system's architecture. As learners progress through the course, they will delve into configuring domains, servers, tenants, workgroups, devices, and agents, ensuring a tailored and efficient setup for any organization.

The course also covers the creation of e-mail templates and explains the interaction between different communication channels. Modules 5 and beyond introduce more complex topics, such as Business Advocate, Siebel integrations, and Outbound Contact Management, alongside the concepts of IC Workflow Designer which are critical for routing, blending, and prompting processes.

Practical sessions include designing, creating, and debugging routing flows, modifying IC Scripts, and utilizing tools like the Avaya Web ACD Administration Tool. Towards the end of the course, learners will explore task routing for telephony, chat, and email, content analysis in routing flows, and the creation and modification of Agent Scripts, along with fundamental troubleshooting activities.

This course is designed to enhance the skills of IT professionals, ensuring they can effectively manage and optimize the Avaya Interaction Center environment for improved customer interactions and service delivery.