Avaya Aura® Call Center Elite Support

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Avaya Aura® Call Center Elite Support 

This instructor led course is designed for individuals responsible for supporting the Avaya Aura® Call Center Elite system. This training provides the opportunity to troubleshoot and support the Avaya Aura® Call Center Elite.   Using theory, demonstrations and lab exercises, learners will come away with the knowledge required to support Avaya Aura® Call Center Elite.

Course Key Learnings

After completing this course, you will be able to:

• Install Avaya Aura® Call Center Elite Multichannel Reporting
• Use Real-time Reporting to generate reports
• Enable the history, presence, wallboard, or iClarity plugin
• Describe Virtual Agent worker processes
• Describe the Avaya Aura® Call Center Elite Multichannel Interaction Data Server
• Understand the Simple Message, gateway operation, and web chat
• Describe, install and configure the Avaya Aura® Call Center Elite Multichannel Desktop
• Describe, install and configure the Avaya Aura® Contact Center Elite Multichannel
• Multimedia services including workflow and queuing.

Course Outline

Module 1:

• Describe the hardware components needed for a basic Avaya Aura® Call Center Elite system.

• Describe the hardware components needed for an Avaya Aura® Call Center Elite Multichannel system.

• Describe the features and capabilities of Avaya Aura® Communication Manager and how you use them in the Avaya Aura® Call Center Elite and Avaya Aura® Call Center Elite Multichannel

• Identify how Avaya Aura® Communication Manager works with Avaya Aura® Call Center Elite Multichannel.

• Identify how features are activated for Avaya Aura® Call Center Elite

• Describe dialing features including the dialing plan in Avaya Aura® Call Center Elite.

• Describe access codes, and abbreviations on the dialing list.

• Describe the properties of hunt groups, splits, and skills for agents.

• Create multiple hunt groups with the features required for them to function correctly.