Avaya : Avaya Aura Contact Center CCT and Multimedia Implementation

13 September 2018 @ 8:00 am - 17 September 2018 @ 3:30 pm

Velisa Africa is the official Global Knowledge partner in Sub-Saharan Africa. Course details:  https://www.globalknowledge.co.uk/courses/avaya/contact_center/4c00050k.html

This course covers the implementation of Avaya Aura® Contact Center Multimedia. The course is designed for individuals responsible for the installation, maintenance and configuration of Avaya Aura® Contact Center Multimedia and those attempting to earn the ACIS – Avaya Aura® Contact Center Multimedia credential.

  1. Avaya Aura Contact Center Overview and Communication Control Toolkit Architecture
  2. Contact Center Multimedia Architecture
  3. Install Contact Center Multimedia
  4. Configure Contact Center Manager for Contact Center Multimedia
  5. Avaya Aura Agent Desktop with Email and Outbound Contacts
  6. Outbound Campaign Configuration
  7. Contact Center Multimedia Email Configuration
  8. Multimedia Web Communications Overview
  9. Additional Contact Center Multimedia Administration Tasks
  10. Monitor Contact Center Multimedia Contacts
  11. Maintain Contact Center Multimedia
  12. Lab 1. Pre-Installation Tasks (Contact Center Manager Server)
  13. Lab 2: Pre-Installation Tasks (Contact Center Multimedia server)
  14. Lab 3: Install Contact Center Multimedia
  15. Lab 4: Post-Installation Contact Center Multimedia Commissioning
  16. Lab 5: Configure the Contact Center for Multimedia and Outbound
  17. Lab 6:Contact Center Multimedia Email
  18. Lab 7:Manage Email and Outbound Contacts
  19. Lab 8: Additional Contact Center Multimedia Server administration tasks
  20. Lab 9: Real-Time Displays and Historical Reporting
  21. Lab 10: Maintain Contact Center Multimedia

Key objectives include the ability to:

  • Describe the Contact Center Multimedia and Communication Control Toolkit components, software, user interfaces, and licensing requirements required to implement an Avaya Aura®
  • Contact Center Multimedia Contact Server solution.
  • Install Contact Center Multimedia as a part of a Voice and Multimedia Contact Server and as a stand-alone Multimedia Contact Server.
  • Perform post-installation commissioning tasks to implement a Multimedia Contact Center solution.
  • Configure and validate the Contact Center for Multimedia contact types including Email, Web Chat, and Outbound.
  • Perform routine maintenance tasks on the Multimedia Contact Center including system monitoring, Multimedia Reports, and database maintenance / archive.
  • Describe the components and configuration required for an Avaya Aura® Contact Center POM integration.

Personnel who install, configure, administer, and maintain Contact Center Multimedia in an established Avaya Aura Contact Center environment.

For more information please contact us:

Enquiries in Johannesburg and Cape Town : pauli@velisaafrica.co.za

International Enquiries : hema.chugh@globalknowledge.ae

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