Course Code: 4C00020K

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Avaya : Avaya Aura Contact Center Implementation


Velisa Africa is the official Global Knowledge partner in Sub-Saharan Africa. Course details : https://www.globalknowledge.co.uk/courses/avaya/contact_center/4c00020k.html

In this course, you will learn Avaya Aura® Contact Center deployment in SIP and AML environments for connectivity with CS 1000 and Avaya Aura SIP platforms.

This course is designed for personnel responsible for installing and configuring Avaya Aura® Contact Center in a SIP environment. In the course, you will perform pre-installation tasks and install a Voice and Multimedia Contact Server for a SIP-enabled Avaya Aura Unified Communications platform. You will perform commissioning tasks on the Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit, and Avaya Aura Agent Desktop components. You will also install and configure Avaya Media Server, Orchestration Designer, Agent Desktop Displays, and user client software. You will perform system backup and restore and implement the High Availability feature.

Pre-Requisites

  • Experience with Microsoft Windows Server installation, configuration, and administration
  • Experience configuring and troubleshooting PCs and components of TCP/IP
  • Ability to diagnose and isolate faults in LAN cabling and connectors
  • Experience using maintenance tools and software loads to determine and correct equipment failures
  • Ability to identify and locate the major components of the communication server
  • Configure Avaya Communication Server 1000 for Avaya Aura® Contact Center
  • Configure Avaya Aura® for Midsize Enterprises for Avaya Aura® Contact Center

1. AACC SIP-Enabled Contact Center Overview
2. Installing the Contact Center Manager Server
3. Adding and Configuring Contact Center Manager Administration
4. Installing and Commissioning Communication Control Toolkit Software and Avaya Aura® Agent Desktop
5. Configuring AACC for Basic Call, including OD Overview
6. Configuring the Avaya Media Server
7. Installing and Configuring Client Software
8. Configuring CCMA Resources and Agent Greeting
9. Performing a Migration
10. Backing Up and Restoring Data
11. AACC High Availability

Labs

Lab 1: Pre-Install
Lab 2: Avaya Aura Contact Center Software Installation
Lab 3: Contact Center Manager Administration Commissioning
Lab 4: Installing and Configuring Client Software
Lab 5: Communication Control Toolkit and Avaya Aura Agent Desktop Commissioning
Lab 6: Avaya Media Server Commissioning
Lab 7: Configure CCMA Resources Lab
Lab 8: Basic Call and OD Lab
Lab 9: Backup and Restore (CCMS and CCMA)
Lab 10: CCMA Replication Pre-Install
Lab 11: Standby Server Software Installation
Lab 12: High Availability Configuration

  • Avaya Aura® Contact Center in a SIP enabled contact center
  • Perform pre-installation tasks on the PVI server to prepare the server for Avaya Aura Contact Center installation
  • Install the Avaya Aura Contact Center application software on the PVI server
  • Perform Contact Center Manager Administration commissioning tasks
  • Perform Communication Control Toolkit and Avaya Aura Agent Desktop commissioning tasks
  • Configure the Avaya Aura Contact Center for a basic contact center call using Orchestration Designer
  • Perform Avaya Media Server commissioning tasks
  • Perform client commissioning tasks
  • Configure additional Contact Center Manager Administration resources
  • Perform database backup and restoration tasks
  • Avaya Aura Contact Center high availability
  • Perform Contact Center Manager Administration replication tasks
  • Install the Avaya Aura Contact Center Standby Server on a PVI server
  • Install and configure of Avaya Media Server software on a Linux server
  • Configure and test Avaya Aura Contact Center high availability

Personnel who install and configure the Avaya Aura Contact Center software, including Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit in either a SIP or AML environment