Avaya Aura Contact Center Fast Track - Installation, Administration, and Scripting

Course details

Overview:

The Avaya Aura Contact Center Fast Track - Installation, Administration, and Scripting (3621) course combines, extracting only the essentials of Avaya Aura Contact Center installation, administration, and configuration.

You will learn to install Contact Center Manager Server, add and configure CCMA, install and configure client software, and perform system backups and restore. You will learn how to access Contact Center Manager Administration and how to configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You also will learn to configure Administrators through the multiple components of Access and Partition Management.

You will cover methods of system management, including viewing, creating, and modifying tabular and graphical real-time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports. Finally, you will learn to plan and create applications (scripts and flows) using the basic script commands and elements in the Orchestration Designer scripting tool, available with Avaya Aura Contact Center Manager.

This course is essential for anyone who will support the Avaya Aura Contact Center platform.

Objectives:

• Upon completing this course, the learner will be able to meet these overall objectives:
• Install and configure Contact Center Manager Server
• Back Up and Restore Data
• Add and Configure Contact Center Manager Administration
• Add and configure Configuration Control Toolkit and Avaya Aura Agent Desktop
• Add and configure the Avaya Media Server
• Install and Configure Client Software
• Contact Center Manager Elements
• Access Contact Center Manager Administration
• Configure Threshold Classes
• Configure CCMA Resources
• Configure Call Presentation Classes
• Configure Skillsets
• Configure Contact Center Management
• Configure Access and Partition Management
• Real-Time Reporting
• Configure Historical Statistics
• Interpret Historical Reports
• Schedule and Print Historical Reports
• Orchestration Designer Scripting
• Create Scripts using Basic Commands, Intrinsics, and Expressions
• Create and Apply Script Variables

Content:

• Installing the Contact Center Manager Server
• Adding and Configuring Contact Center Manager Administration
• Installing and Configuring Communication Control Toolkit Software and Avaya Aura® Agent Desktop
• Configuring AACC for Basic Call, including OD Overview
• Installing and Configuring the Avaya Media Server
• Installing and Configuring Client Software
• Configuring CCMA Resources and Agent Greeting
• Backing Up and Restoring Data
• Contact Center Manager Administration Access
• Administering CCMA Resources
• Threshold Classes
• Call Presentation Classes
• Skillsets
• Contact Center Management: Agents and Supervisors
• Contact Center Management: Views
• Contact Center Management: Assignments
• Access and Partition Management Historical Statistics
• Interpreting Reports
• Historical Reporting
• Scripting Overview
• Application Variables and Application Management Data
• Intrinsics and Expressions
• Creating Applications using Scripting Commands and Blocks