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Avaya IP Office Contact Center

Course Details

In this course, you will learn to customize and administer an IP Office Contact Center solution. In addition, the course provides you with the opportunity to practice installing and configuring the IP Office Contact Center.

Certification:

Avaya Support Professional Specialist (ASPS) - Avaya IP Office Contact Center

Course Agenda

1. IPOCC System Component Overview
2. IP Office and IPOCC Integrations
3. Licensing Using WebLM
4. Customer Data Import Sheet
5. IPO CC Installation
  • Sybase Install
  • TAPI Install and Configuration
  • IPO CC Software Install on Server
  • Enter Licenses with WebLM
  • CC and CK3 Database Backup
  • Import Customer Data
  • Import IP Office CSV
  • IPOCC Install for Client PC
6. User Interface
  • User Interface Overview
  • Administrator UI
  • Supervisor UI
  • Agent UI
7. Task Flow Editor
  • Task Flow Elements
  • Creating Task Flow
8. IVR Editor
  • IVR Elements
  • Creating IVR
  • Mobility Call Control and One-X Mobile
9. Historical Reporting
  • Overview of Historical Reporting
  • Historical Reporting Counters
  • Creating Historical Reports
10. Dialer
  • Overview of Dialer
  • Call Jobs
  • Configuring Dialer
11. Email
  • Email Overview
  • Configuring Email
12. Chat
  • Chat Overview
  • Configuring Chat
13. TTrace and Troubleshooting
14. Backup and Restore IPOCC Databases