This course covers the implementation of Avaya Aura^® Contact Center Multimedia.

You will install and configure Contact Center Multimedia on a preconfigured Windows 2008 server. 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 enable outbound capabilities using Contact Center Manager Administration. You will also use Avaya Aura Agent Desktop to accept and respond to e-mail and outbound contacts. You will get an overview of Avaya Aura Web Communication Software Development Kit, the Reference Implementation, and its capabilities.

You will use Real-Time Reporting and Historical Reporting to monitor multimedia transactions handled by contact center agents and identify system errors using Contact Center Multimedia logging tools.

What You'll Learn

• Avaya Aura Contact Center and the components and operation of the Communication Control Toolkit
• Contact Center Multimedia Architecture, its features, and functionality
• Install Contact Center Multimedia in an established Avaya Aura Contact Center environment in accordance with customer requirements.
• Configure Contact Center Multimedia in an established AACC environment
• Install and use Avaya Aura Agent Desktop with e-mail and outbound contacts
• Configure Contact Center Multimedia for outbound contacts
• Configure Contact Center Multimedia for e-mail contacts
• Multimedia Web Communications and its configuration
• Contact Center Multimedia general administration
• Monitor Contact Center Multimedia contacts
• Maintain Contact Center Multimedia

Who Needs to Attend

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

Prerequisites

• Avaya AuraŽ Contact Center - Installation and Commissioning (3608)
• Avaya AuraŽ Contact Center - Administration (3609)
• Quick SIP (ATC01270WEN)
• 3615W Configure Avaya Communication Server 1000 for Avaya AuraŽ Contact Center 3616W Configure Avaya AuraŽ for Midsize Enterprises for Avaya AuraŽ Contact Center
• Microsoft Windows Server installation, configuration, and administration knowledge and skills
• Ability to:
  • Configure and troubleshoot PCs and components of TCP/IP
  • Diagnose and isolate faults in LAN cabling and connectors
  • Use maintenance tools and software loads to to determine and correct equipment failures
• Familiarity with Microsoft Windows servers, Windows XP Professional, Windows Vista, and Windows 7

• Avaya AuraŽ Contact Center - Installation and Commissioning (3608)
• Avaya AuraŽ Contact Center Administration (3609)

Follow-On Courses

• Avaya AuraŽ Contact Center - Orchestration Designer Scripting (3610)
• Avaya AuraŽ Contact Center Maintenance and Troubleshooting Boot Camp (5C00012I)

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

• Avaya Certified Implementation Specialist (ACIS) - Avaya AuraŽ Contact Center CCT and Multimedia

Course Outline

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 E-Mail and Outbound Contacts

6. Outbound Campaign Configuration

7. Contact Center Multimedia E-Mail Configuration

8. Multimedia Web Communications Overview

9. Additional Contact Center Multimedia Administration Tasks

10. Monitor Contact Center Multimedia Contacts

11. Maintain Contact Center Multimedia