Avaya Aura® Call Center Elite Implementation and Configuration

Duration:

4 days

Audience:

Employees of federal, state and local governments; and businesses working with the government.

Course Description:

Learn to administer and configure the system and user features of Avaya Aura Call Center Elite.

Avaya Aura® Call Center Elite features are used to accomplish call routing and vectoring solutions for various business objectives. Through hands-on labs, you will learn to administer a call center using the Avaya Aura Communication Manager.

What You’ll Learn

  • Call center components, concepts, and terms
  • Perform an initial call center configuration
  • Administer a dial plan, feature-related system parameters, hunt groups, agents, announcements, and music sources
  • Avaya Aura Call Center Elite features of Avaya Aura Communication Manager
  • Create and test call vectors
  • Avaya’s call center applications used with Avaya Aura Call Center Elite

Who Needs to Attend

Avaya associates, customers, channel partners, and business partners with installation and implementation responsibilities on the Avaya Elite platform.

Course Outline

Day 1

1. Avaya Aura Hardware

2. Call Center

  • Components
  • Concepts
  • Terms

3. Setting Up an Initial Call Center Configuration

Day 2

4. Administering a Dial Plan

5. Feature-Related System Parameters

6. Hunt Groups

7. Agents

8. Announcements

9. Music Sources

10. EAS, BSR, and Business Advocate

Day 3

11. VDN

12. Policy Routing Tables

13. Percentage Allocation

14. Service Hours Tables

15. Vector Routing Tables

16. Holiday Tables

17. Variables in Vectors (VIV)

18. Vector Events

Day 4

19. Building Call Flows

20. BCMS and CMS