Avaya Aura Contact Center Administration

5 Day Course
Hands On
Official Curriculum
Code 3609C

Book Now - 1 Delivery Method Available:

Scheduled Online Onsite

Overview

In this course, you learn how to access Contact Center Manager Administration (CCMA), 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. You will examine the switch interface and the acquisition of resources. You will discover different methods of system management, including viewing, creating, and modifying tabular and graphical real-time displays and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

This course will benefit Contact Center personnel who administer and manage Avaya Aura Contact Center using Contact Center Manager Administration.

On completion of this course, delegates will be able to:

  • Access Contact Center Manager Administration (CCMA).
  • Configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors.
  • Configure Administrators through the multiple components of Access and Partition Management.
  • Bulk load data into the CCMA using the Configuration Tool.
  • Examine the switch interface and the acquisition of resources.
  • Use different methods of system management, including viewing, creating, and modifying tabular and graphical real-time displays and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.

Modules

Course Topics (14 topics)

  • How It Works
  • Contact Center Manager Administration Access
  • Threshold Classes
  • Administering Switch Resources
  • Call Presentation Classes
  • Skillsets
  • Bulk Load Data Configuration
  • Contact Center Management
  • Real-Time Statistics and Formulas
  • Real-Time Reporting
  • Agent Desktop Display
  • Historical Statistics
  • Interpreting Reports
  • Historical Reporting

Prerequisites

Attendance at the following Avaya courses or equivalent knowledge:
  • Communication Server 1000 6.0 System Administration and Management (0777)
  • ACD A-C2 Feature Administration Nortel Communication Server 1000 (0340)

or call:408-759-5074

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