Avaya Interaction Center Administration and Configuration Course Overview

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.

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  • Live Training (Duration : 24 Hours)
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  • 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 students can successfully undertake training in the Avaya Interaction Center Administration and Configuration course, the following minimum prerequisites are recommended:


  • Basic understanding of computer networks, including knowledge of IP addressing and network protocols.
  • Familiarity with contact center concepts and operations is beneficial.
  • Some experience with or knowledge of customer service processes and technologies.
  • Fundamental understanding of telephony systems and VoIP (Voice over Internet Protocol).
  • Basic administrative experience with Windows Server environments.
  • General awareness of database concepts and SQL may be helpful.
  • It is advantageous to have experience with Avaya products and solutions, but not mandatory.
  • Willingness to learn and adapt to complex software systems used in contact center management.

Please note that these prerequisites are meant to provide a foundation for the training and are not intended to discourage interested learners. Individuals with a strong desire to learn and grow in the field of contact center administration are encouraged to enroll, even if they do not meet every single prerequisite listed above.


Target Audience for Avaya Interaction Center Administration and Configuration

The Avaya Interaction Center Administration and Configuration course offers in-depth training on managing and optimizing customer interaction solutions for IT professionals.


Job roles and audience for the course:


  • Avaya Interaction Center Administrators
  • IT Support Engineers specializing in contact center solutions
  • System Integrators working with Avaya products
  • Contact Center Managers who oversee technical operations
  • IT Consultants who design and implement communication solutions
  • Network Engineers focusing on unified communications
  • Customer Experience (CX) Architects
  • CRM Specialists with a focus on Avaya integration
  • Technical Project Managers involved in contact center migrations or upgrades
  • Business Analysts working on contact center efficiency and workflows
  • Contact Center IT Personnel responsible for maintaining and troubleshooting communication systems
  • Avaya Solution Designers and Architects
  • Workforce Optimization Specialists
  • IT Professionals looking to expand skills in contact center technologies


Learning Objectives - What you will Learn in this Avaya Interaction Center Administration and Configuration?

Introduction to Learning Outcomes:

Acquire the skills to administer and configure Avaya Interaction Center (IC), understand server interactions, manage workflows, create email templates, and integrate with business systems for enhanced customer interactions.

Learning Objectives and Outcomes:

  • Gain an understanding of Avaya Interaction Center servers, their interactions, and dependencies.
  • Learn to configure domains, servers, and other crucial components within IC Manager.
  • Develop the ability to configure tenants, workgroups, devices, and agent components.
  • Create and manage email templates and comprehend how different communication channels work together.
  • Get a brief overview of Business Advocate, Siebel integrations, and Outbound Contact Management.
  • Understand the concepts of IC Workflow Designer for effective routing, blending, and prompting processes.
  • Design, create, compile, run, and debug routing, blending, and prompting flows in IC Workflow Designer.
  • Modify and manage IC Scripts within workflow blocks for tailored customer interactions.
  • Utilize the Avaya Web ACD Administration Tool for managing contact center operations.
  • Explain the routing processes for telephony, chat, and email tasks to ensure efficient customer service routing.
  • Incorporate content analysis into routing flows to improve the relevance and efficiency of customer interactions.
  • Create, modify, and test Agent Scripts while acquiring basic troubleshooting skills for the Avaya IC environment.

Target Audience for Avaya Interaction Center Administration and Configuration

The Avaya Interaction Center Administration and Configuration course offers in-depth training on managing and optimizing customer interaction solutions for IT professionals.


Job roles and audience for the course:


  • Avaya Interaction Center Administrators
  • IT Support Engineers specializing in contact center solutions
  • System Integrators working with Avaya products
  • Contact Center Managers who oversee technical operations
  • IT Consultants who design and implement communication solutions
  • Network Engineers focusing on unified communications
  • Customer Experience (CX) Architects
  • CRM Specialists with a focus on Avaya integration
  • Technical Project Managers involved in contact center migrations or upgrades
  • Business Analysts working on contact center efficiency and workflows
  • Contact Center IT Personnel responsible for maintaining and troubleshooting communication systems
  • Avaya Solution Designers and Architects
  • Workforce Optimization Specialists
  • IT Professionals looking to expand skills in contact center technologies


Learning Objectives - What you will Learn in this Avaya Interaction Center Administration and Configuration?

Introduction to Learning Outcomes:

Acquire the skills to administer and configure Avaya Interaction Center (IC), understand server interactions, manage workflows, create email templates, and integrate with business systems for enhanced customer interactions.

Learning Objectives and Outcomes:

  • Gain an understanding of Avaya Interaction Center servers, their interactions, and dependencies.
  • Learn to configure domains, servers, and other crucial components within IC Manager.
  • Develop the ability to configure tenants, workgroups, devices, and agent components.
  • Create and manage email templates and comprehend how different communication channels work together.
  • Get a brief overview of Business Advocate, Siebel integrations, and Outbound Contact Management.
  • Understand the concepts of IC Workflow Designer for effective routing, blending, and prompting processes.
  • Design, create, compile, run, and debug routing, blending, and prompting flows in IC Workflow Designer.
  • Modify and manage IC Scripts within workflow blocks for tailored customer interactions.
  • Utilize the Avaya Web ACD Administration Tool for managing contact center operations.
  • Explain the routing processes for telephony, chat, and email tasks to ensure efficient customer service routing.
  • Incorporate content analysis into routing flows to improve the relevance and efficiency of customer interactions.
  • Create, modify, and test Agent Scripts while acquiring basic troubleshooting skills for the Avaya IC environment.