Avaya Aura Communication Manager Administration and Call Center Elite Fast Track

COURSE OUTLINE:

Description

This course combines the Avaya Aura Communication Manager Administration and the Avaya Aura Call Center Elite Implementation and Configuration courses. It is offered as a condensed, five-day fast track version of those two courses.

Certification:

This is a skills-based course designed to give you fundamental working knowledge of Avaya Aura Communication Manager and Call Center Elite daily administration. It may also be helpful to those on the following certification tracks:

  • Avaya Certified Support Specialist (ACSS) - Avaya Aura® Communication Manager and CM Messaging - Embedded
  • Avaya Certified Support Specialist (ACSS) - Avaya Aura® Call Center Elite

Audience

  • Avaya associates, customers, channel partners, and business partners with installation and implementation responsibilities on the Avaya Communication Manager and Elite platforms

Prerequisites

There are no prerequisites for this course, however novice users may find the following courses helpful:

  • Avaya Media Servers and Gateways Implementation Workshop Labs (ATC00838VEN)*
  • Avaya Aura CM Architecture, Protocols, and Features (ATU01730WEN)*

*Available from Avaya University

Learning Objectives

  • Basic features and functions
  • Create a dial plan
  • Set up Class of Service (CoS) and Class of Restrictions (COR)
  • Administer endpoints
  • Perform system maintenance
  • Generate system reports
  • Administer a call center using Avaya Aura Communication Manager

Communication Manager Administration:

1. Communication Manager System

  • Communication Manager (CM)
  • Hardware
  • Duplication and Survivability
  • Interfaces for Administration
  • License Settings

2. Administering the Dial Plan


3. Basic and Group Features

  • Feature Access Codes (FAC)
  • Terminal Translation Initialization (TTI)
  • Class of Service (COS)
  • Console Permission
  • Class of Restriction (COR)
  • Bridged Appearance
  • Hunt Group
  • Coverage Path
  • Call Pickup

4. Setting Up a DS1 Board (T1) in CM and Routing a Call through CM Using AAR Call Routing


Call Center Elite:

1. Call Center Components, Concepts, and Terms


2. Setting Up an Initial Call Center Configuration

  • Adding a One-X Agent IP Soft Phone in CM
  • Hunt Groups
  • Agents
  • Announcements
  • Music Sources
  • EAS, BSR, and Business Advocate
  • VDNs and Vectors

3. Additional Call Center Capabilities

  • Policy Routing Tables
  • Percentage Allocation
  • Service Hours Tables
  • Vector Routing Tables
  • Holiday Tables
  • Variables in Vectors (VIV)
  • Vector Events
  • Building Call Flows
  • BCMS and CMS