Avaya Aura® Call Center Elite Support - OMNI ACADEMY & CONSULTING

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.

Module 2:

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

Module 3:

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

Module 4:

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

Module 5:

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

Module 6:

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

Module 7:

Describe access codes, and abbreviations on the dialing list.

Module 8:

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

Module 9:

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

Module 10:

Describe the Avaya Aura® Call Center Elite Multichannel database content and how the databases are created.

Module11:

Use Control panel to add contact information to the Contact Database for use in the Avaya Aura® Call Center Elite Multichannel desktop application.

Module12:

Describe, install and configure the Avaya Aura® Call Center Elite Multichannel Desktop

Module 13

Describe, install and configure the Avaya Aura® Contact Center Elite Multichannel multimedia services including workflow and queuing.

< Module 14:

Describe the Email Media Store features and functions.

Who Should Go For This Training?

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

🎥 Your FREE eLEARNING Courses (Click Here)

International Student Fee:500 USD

Flexible Class Options