Course Code: 4C00050K

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Avaya : Avaya Aura Contact Center CCT and Multimedia Implementation


Velisa Africa is the official Global Knowledge partner in Sub-Saharan Africa. Course details : https://www.globalknowledge.co.uk/courses/avaya/contact_center/4c00050k.html

This course covers the implementation of Avaya Aura® Contact Center Multimedia. The course is designed for individuals responsible for the installation, maintenance and configuration of Avaya Aura® Contact Center Multimedia and those attempting to earn the ACIS - Avaya Aura® Contact Center Multimedia credential.

  • Avaya Aura Contact Center Overview and Communication Control Toolkit Architecture
  • Contact Center Multimedia Architecture
  • Install Contact Center Multimedia
  • Configure Contact Center Manager for Contact Center Multimedia
  • Avaya Aura Agent Desktop with Email and Outbound Contacts
  • Outbound Campaign Configuration
  • Contact Center Multimedia Email Configuration
  • Multimedia Web Communications Overview
  • Additional Contact Center Multimedia Administration Tasks
  • Monitor Contact Center Multimedia Contacts
  • Maintain Contact Center Multimedia
  • Lab 1. Pre-Installation Tasks (Contact Center Manager Server)
  • Lab 2: Pre-Installation Tasks (Contact Center Multimedia server)
  • Lab 3: Install Contact Center Multimedia
  • Lab 4: Post-Installation Contact Center Multimedia Commissioning
  • Lab 5: Configure the Contact Center for Multimedia and Outbound
  • Lab 6:Contact Center Multimedia Email
  • Lab 7:Manage Email and Outbound Contacts
  • Lab 8: Additional Contact Center Multimedia Server administration tasks
  • Lab 9: Real-Time Displays and Historical Reporting
  • Lab 10: Maintain Contact Center Multimedia

Key objectives include the ability to:

  • Describe the Contact Center Multimedia and Communication Control Toolkit components, software, user interfaces, and licensing requirements required to implement an Avaya Aura®
  • Contact Center Multimedia Contact Server solution.
  • Install Contact Center Multimedia as a part of a Voice and Multimedia Contact Server and as a stand-alone Multimedia Contact Server.
  • Perform post-installation commissioning tasks to implement a Multimedia Contact Center solution.
  • Configure and validate the Contact Center for Multimedia contact types including Email, Web Chat, and Outbound.
  • Perform routine maintenance tasks on the Multimedia Contact Center including system monitoring, Multimedia Reports, and database maintenance / archive.
  • Describe the components and configuration required for an Avaya Aura® Contact Center POM integration.

Personnel who install, configure, administer, and maintain Contact Center Multimedia in an established Avaya Aura Contact Center environment