Course Code: 5C00070K

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Avaya : Avaya Aura Contact Center Administration


Velisa Africa is the official Global Knowledge partner in Sub-Saharan Africa. Course details : https://www.globalknowledge.co.uk/courses/avaya/contact_center/5c00070k.html

This course is designed for personnel responsible for administering and managing Avaya Aura® Contact Center Administration. 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.

Pre-Requisites

  • 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

  • 1. Contact Center Manager Administration Access
  • 2. Administering CCMA Resources
  • 3. Threshold Classes
  • 4. Call Presentation Classes
  • 5. Skillsets
  • 6. Contact Center Management: Agents and Supervisors
  • 7. Contact Center Management: View
  • 8. Contact Center Management: Assignments
  • 9. Bulk Load Data Configuration
  • 10. Access and Partition Management
  • 11. Real-Time Statistics and Formulas
  • 12. Real-Time Reporting
  • 13. Agent Desktop Display
  • 14. Historical Statistics
  • 15. Interpreting Reports
  • 16. Historical Reporting
  • 17. Putting It All Together

Appendix

  • Agent and Supervisor Features
  • Agent Timing Chart
  • Agent Greeting
  • Report Creation Wizard
  • Contact Center Manager Admin (AML)
  • CCM Agents and Supervisors (AML)

Labs

  • Lab 1: Logging on to the Contact Center Manager Administration
  • Lab 2: Adding Communications Control Toolkit Server to the Contact Center Manager Administration
  • Lab 3: Configure Agent, Skillset and Application Threshold Classes
  • Lab 4: Add and Acquire CDNs (Route Points)
  • Lab 5: Create Activity Codes
  • Lab 6: Adding the Avaya Media Server to the CCMA
  • Lab 7: Assigning Services to Media Servers
  • Lab 8: Creating Routes
  • Lab 9: Enabling Agent Greeting
  • Lab 10: Add and Acquire CDNs
  • Lab 11: Create and Acquire a Phoneset
  • Lab 12: Create Activity Codes
  • Lab 13: Create a Call Presentation Class to Return Calls to Queue
  • Lab 14: Create Skillsets
  • Lab 15: Download the Configuration Tool Spreadsheets
  • Lab 16: Upload the Data from the Spreadsheet to Contact Center Manager
  • Lab 17: Add New Supervisors
  • Lab 18: Add New Agents
  • Lab 19: Use Copy to Add New Agents
  • Lab 20: Create and Schedule an Agent to Skillset Assignment
  • Lab 21: Creating Report Groups, User-Defined Partitions, and Access Classes
  • Lab 22: Modify a user with Launchpad Options, Access Class Supervisor/Reporting Agent Combination and User-Defined Partition
  • Lab 23: Real Time Statistics
  • Lab 24: Create a Formula
  • Lab 25: Create an Application Formula
  • Lab 26: Create a Filter for Use with an Agent Real-Time Display
  • Lab 27: Create a Filter for Use with an Application Real-Time Display
  • Lab 28: Create a Private Real-Time Display to View Agent Performance
  • Lab 29: Create a Private Real-Time Display to View Application Performance and Save It as Public
  • Lab 30: Create Graphic Displays
  • Lab 31: Using Agent Desktop Display
  • Lab 32: Configure Historical Statistics
  • Lab 33: Generating Reports on an Ad Hoc Basis
  • Lab 34: Creating a Report
  • Lab 35: Changing a Schedule for a Report
  • Elements of Contact Center Manager
  • Access Contact Center Manager Administration
  • Configure Threshold Classes
  • Administer Contact Center Manager Administration Resources in a SIP Environment
  • 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 using Contact Center Manager Administration