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Avaya Aura Call Center Elite Implementation and Configuration

Course Details

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.

Course Agenda
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