Avaya Aura Contact Center Communication Control Toolkit and Contact Center Multimedia Implementat

Course details

Overview:

In this course, you will learn to implement Avaya Aura Contact Center Communication Control Toolkit and Contact Center Multimedia (Email and Outbound). You will complete hands-on activities, including installing and configuring Communication Control Toolkit on a preconfigured Windows 2008 server

You will implement Communication Control Toolkit in a contact center environment in conjunction with an Avaya Communication Server 1000, Contact Center Manager Server, and client workstations. You'll verify successful implementation of Communication Control Toolkit using the Communication Control Toolkit Reference Client.

You will install and configure Contact Center Multimedia on a preconfigured Windows 2008 server, and you will configure multimedia e-mail routing using Contact Center Manager Administration (including scripting) and Contact Center Multimedia tools. You will use the Outbound Campaign Management Tool to implement agent scripts (the outbound campaign interface), and you will enable outbound capabilities using Contact Center Manager Administration. You will also use Contact Center Agent Desktop to accept and respond to e-mail and outbound contacts.

You will use Real-Time Reporting and Historical Reporting to monitor multimedia transactions handled by contact center agents, and you will identify system errors using Contact Center Multimedia and Communication Control Toolkit logging tools, Windows Event logging, and the Communication Control Toolkit Reference Client

Objectives:

• After you complete this course you will be able to:
• Install, configure, administer, and maintain Communication Control Toolkit as required to implement Contact Center
• Multimedia features in an established Avaya Aura Contact Center environment
• Install, configure, administer, and maintain Contact Center Multimedia in an established Avaya Aura™ Contact Center environment in accordance with customer requirements

Content:

• We discuss the following topics:
• Communication Control Toolkit Architecture
• Configure the Switch for Communication Control Toolkit
• Install Communication Control Toolkit Software
• Configure the Communication Control
• Toolkit for Contact Center Deployment
• Maintain Communications Control Toolkit
• Contact Center Multimedia Architecture
• Configure Contact Center Manager for Contact Center Multimedia
• Install Contact Center Multimedia
• Contact Center Multimedia Outbound Configuration
• Contact Center Multimedia E-Mail Configuration
• Contact Center Agent Desktop with E-Mail and Outbound Contacts
• Additional Contact Center Multimedia Administration Tasks
• Monitor Contact Center Multimedia Contacts
• Maintain Contact Center Multimedia