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Avaya Aura® Call Center Elite Implementation and Configuration

Learn to administer and configure the system and user features of Avaya Aura Call Center Elite.

GK# 0392 Vendor# 5C00091

Course Overview

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Avaya Aura® Call Center Elite features are used to accomplish call routing and vectoring solutions for various business objectives. Through hands-on labs, you will learn to administer a call center using the Avaya Aura Communication Manager.

Schedule

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  • Delivery Format:
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What You'll Learn

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  • Call center components, concepts, and terms
  • Perform an initial call center configuration
  • Administer a dial plan, feature-related system parameters, hunt groups, agents, announcements, and music sources
  • Avaya Aura Call Center Elite features of Avaya Aura Communication Manager
  • Create and test call vectors
  • Avaya's call center applications used with Avaya Aura Call Center Elite

Outline

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Classroom Live Outline

Day 1

1. Avaya Aura Hardware

2. Call Center

  • Components
  • Concepts
  • Terms

3. Setting Up an Initial Call Center Configuration

Day 2

4. Administering a Dial Plan

5. Feature-Related System Parameters

6. Hunt Groups

7. Agents

8. Announcements

9. Music Sources

10. EAS, BSR, and Business Advocate

Day 3

11. VDN

12. Policy Routing Tables

13. Percentage Allocation

14. Service Hours Tables

15. Vector Routing Tables

16. Holiday Tables

17. Variables in Vectors (VIV)

18. Vector Events

Day 4

19. Building Call Flows

20. BCMS and CMS

Prerequisites

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Who Should Attend

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Avaya associates, customers, channel partners, and business partners with installation and implementation responsibilities on the Avaya Elite platform.

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: 4 day

Virtual Classroom Live

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

Duration: 4 day

Request this course in a different delivery format.
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