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Avaya Aura® Communication Manager Administration and Call Center Elite Fast Track

5 Day | Instructor Led

This course combines the Avaya Aura Communication Manager Administration and the Avaya Aura Call Center Elite Implementation and Configuration courses. It is offered as a condensed, five-day fast track version of those two courses.

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Avaya Aura® Communication Manager Administration and Call Center Elite Fast Track

Ideal Candidates for Avaya Aura® Communication Manager Administration and Call Center Elite Fast Track Class

Avaya associates, customers, channel partners, and business partners with installation and implementation responsibilities on the Avaya Communication Manager and Elite platforms

Avaya Aura® Communication Manager Administration and Call Center Elite Fast Track Prerequisites

There Are No PreRequisites Defined for this Course

What You'll Get in Avaya Aura® Communication Manager Administration and Call Center Elite Fast Track

What You'll Learn in Avaya Aura® Communication Manager Administration and Call Center Elite Fast Track

Basic features and functions
Create a dial plan
Set up Class of Service (CoS) and Class of Restrictions (COR)
Administer endpoints
Perform system maintenance
Generate system reports
Administer a call center using Avaya Aura Communication Manager

Avaya Aura® Communication Manager Administration and Call Center Elite Fast Track Certification

This is a skills-based course designed to give you fundamental working knowledge of Avaya Aura Communication Manager and Call Center Elite daily administration. It may also be helpful to those on the following certification tracks: Avaya Certified Support Specialist (ACSS) - Avaya Aura® Communication Manager and CM Messaging - Embedded Avaya Certified Support Specialist (ACSS) - Avaya Aura® Call Center Elite

Avaya Aura® Communication Manager Administration and Call Center Elite Fast Track Outline

Communication Manager Administration:

1. Communication Manager System

  • Communication Manager (CM)
  • Hardware
  • Duplication and Survivability
  • Interfaces for Administration
  • License Settings

2. Administering the Dial Plan


3. Basic and Group Features

  • Feature Access Codes (FAC)
  • Terminal Translation Initialization (TTI)
  • Class of Service (COS)
  • Console Permission
  • Class of Restriction (COR)
  • Bridged Appearance
  • Hunt Group
  • Coverage Path
  • Call Pickup

4. Setting Up a DS1 Board (T1) in CM and Routing a Call through CM Using AAR Call Routing


Call Center Elite:

1. Call Center Components, Concepts, and Terms


2. Setting Up an Initial Call Center Configuration

  • Adding a One-X Agent IP Soft Phone in CM
  • Hunt Groups
  • Agents
  • Announcements
  • Music Sources
  • EAS, BSR, and Business Advocate
  • VDNs and Vectors

3. Additional Call Center Capabilities

  • Policy Routing Tables
  • Percentage Allocation
  • Service Hours Tables
  • Vector Routing Tables
  • Holiday Tables
  • Variables in Vectors (VIV)
  • Vector Events
  • Building Call Flows
  • BCMS and CMS

Testimonials

A. Erlich

RITSC, N6C

I just wanted to say your presentation on Social Media Technology and Security was the finest I have ever attended.

Wilder Guerra

US Navy Reserve

This course is definitely an eye opener. With how much social media has taken over, it is important to be fully aware of the capabilities along with all the risks it brings. It is important to get this course because social media is the new norm.

Rebekah Coughlin

MicroTech

The Social Media and Security Training course offered by UKI is a great and beneficial course combining technical training to fully understand TCP IP networking, DNS, and the harms of malware and cross-site scripting; as well as practical training that allowed attendees to play with open source social intelligence gathering solutions. This is the perfect class for those involved in IT security and interested in social media and identity theft.


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