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Avaya Aura® Contact Center - Orchestration Designer Scripting

Master scripting commands and blocks to create scripts and flows for contact routing.

GK# 0358 Vendor# 3610

Course Overview

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In this course, you learn how to plan for, create, manage, and administer applications (scripts and flows) using the basic script commands and elements in the Orchestration Designer tool, available with Avaya Aura Contact Center - Manager. You will learn to combine commands, intrinsics, and expressions to design and develop Contact Center - Manager applications (scripts and flows), and you will learn scripting through live SIP- and AML-based systems connected to CS 1000 and Aura ME platforms.

What You'll Learn

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  • Write, validate, and edit applications using the flow and script editors
  • Perform basic application administration tasks within the Orchestration Designer tool
  • Use Call Treatments to provide treatments to callers
  • Intrinsics and their use within applications
  • Differences between Global and Call variables
  • Create, edit, and delete variables
  • Use Global variables appropriately in application design
  • Design applications to incorporate the use of the Event Handler to trap unforeseen or failed events and provide an appropriate treatment
  • Design applications to monitor for emergency situations and provide the appropriate treatment to callers during an emergency
  • Design applications to integrate into a Host Data Exchange environment, including using the Provider.exe tool

Outline

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Viewing outline for:

Classroom Live Outline

1. Overview

2. Application Variables

3. Intrinsics and Expressions

4. Creating Applications using Scripting Commands and Blocks

5. Handling Unscheduled Closures and Failed Conditions

6. Host Data Exchange

7. Final Project

8. Troubleshooting and Interpretation

9. Flow Charts and Handouts

Appendix: Voice Processing Variables and Commands in AML Environment

Labs

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Viewing labs for:

Classroom Live Labs

Lab 1: Download and Install OD

Lab 2: Create a CCMA and CCMS within Orchestration Designer

Lab 3: Basic Functions When Working with a Flow Application and a Script Application

Lab 4: Synchronization Process

Lab 5: Managing Application Changes

Lab 6: Common Validation Problems

Lab 7: Importing and Exporting Applications

Lab 8: How to Convert Scripts to Flows and Flows to Scripts

Lab 9: Using Templates

Lab 10: Documentation Generation

Lab 11: Create Global Variables

Lab 12: Create Call Variables

Lab 13: Create Application Variables, CDNs, DNIS, and Skillsets within Orchestration Designer

Lab 14: Conditional Commands and Expressions

Lab 15: Create a Basic Flow and Script, Learning a Number Script Commands and Concepts

Lab 16: Create an Event Handler

Lab 17: Host Data Exchange Overview (optional)

Prerequisites

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  • Ability to:
    • Communicate about basic telecommunications
    • Use technical publications
    • Identify and use correct telephone features according to customer specifications
    • Use Windows 98/XP/2000/2003/2008
    • Recognize client/server architecture and networking

Who Should Attend

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Personnel responsible for administering and maintaining Avaya Aura® Contact Center - Manager applications (scripts and flows) using Orchestration Designer, formerly known as Service Creation Environment (SCE).

Follow-On Courses

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Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 5 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 5 day

Request this course in a different delivery format.
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