Avaya Aura® Contact Center Administration
Avaya Aura® Contact Center Administration Course Details:
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.
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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)
*Please Note: Course Outline is subject to change without notice. Exact course outline will be provided at time of registration.
- 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
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
Contact center personnel whose daily activities include administration and management of Avaya Aura® Contact Center using Contact Center Manager Administration