CCE and CCE Multichannel Implementation

This 5-day virtual instructor-led class is designed for individuals responsible for the administration and implementation of Avaya Aura® Call Center Elite and Avaya Aura® Call Center Elite Multichannel.

This course provides opportunities for hands-on administration and implementation tasks. This course is intended for individuals who will be installing and configuring Avaya Aura® Call Center Elite and Avaya Aura® Call Center Elite Multichannel.

Key Objectives

  • Describe the hardware components needed for a basic Avaya Aura® Call Center Elite system.
  • Describe the hardware components needed for an Avaya Aura® Call Center Elite Multichannel system.
  • Describe the features and capabilities of Avaya Aura® Communication Manager and how you use them in the Avaya Aura® Call Center Elite and Avaya Aura® Call Center Elite Multichannel
  • Identify how Avaya Aura® Communication Manager works with Avaya Aura® Call Center Elite Multichannel.
  • Identify how features are activated for Avaya Aura® Call Center Elite.
  • Describe dialing features including the dialing plan in Avaya Aura® Call Center Elite.
  • Describe access codes and abbreviations on the dialing list.
  • Describe the properties of hunt groups, splits, and skills for agents.
  • Create multiple hunt groups with the features required for them to function correctly.
  • Explain the options for distributing calls to the right agents.
  • Describe how to add agent login IDs and stations.
  • Describe the purpose and configuration of Announcements.
  • Describe call flows and call vectors and explain the purpose of basic vectoring commands.
  • Describe the purpose of vector variables and how they are used and identify how the variables are used to create advanced vector test steps.
  • Describe how network routing is used to expand call centers and the BSR features for single-site and multi-site applications.
  • Describe how Business Advocate can improve call center performance by adjusting staffing.
  • Describe, install, and configure the Avaya Aura® Call Center Elite Multichannel Application Management Services.
  • Describe the functionality of Application Management Director.
  • Describe the requirements to license features, and install and configure the License Director server application.
  • Describe the XML client and XML Server, and install and configure for Avaya Aura Call Center Elite Multichannel.
  • Demonstrate the functions of Avaya Aura® Call Center Elite, and how it will support Avaya Aura® Call Center Elite Multichannel.
  • Describe the Configuration Server architecture and operations.
  • Identify command line parameters and configuration data commands to configure Avaya Aura Call Center Elite Multichannel applications through Configuration Server.
  • Describe the Avaya Aura® Call Center Elite Multichannel database content and how the databases are created.
  • Use Control panel to add contact information to the Contact Database for use in the Avaya Aura® Call Center Elite Multichannel desktop application.
  • Describe, install and configure the Avaya Aura® Call Center Elite Multichannel Desktop.
  • Describe, install and configure the Avaya Aura® Contact Center Elite Multichannel multimedia services including workflow and queuing.
  • Describe the Email Media Store features and functions.
  • Describe the Preview Contact flow features and functions.
  • Understand the Simple Message, gateway operation, and web chat.
  • Identify the purpose and describe the operation of Voice Media Store.
  • Describe the Call Routing Server.
  • Describe Virtual Agent worker processes.
  • Describe the Avaya Aura® Call Center Elite Multichannel Interaction Data Server.
  • Configure and use the additional features of Avaya Aura® Call Center Elite Multichannel Desktop including the IDS View Client plug-in.
  • Enable the history, presence, wallboard, or iClarity plugin.
  • Describe Avaya Aura® Call Center Elite Multichannel reporting and explain the real-time and historical reporting capabilities available from Avaya Aura® Communication Manager.
  • Use Real-time Reporting to generate reports.
  • Install Avaya Aura® Call Center Elite Multichannel Reporting.

Course Details

Date TBD
Capacity 8
Individual Price $2,700.00
Course Number 7360V
Course Title Avaya Aura® Call Center Elite and Avaya Aura® Call Center Elite Multichannel Implementation
Location Virtual Training
Categories Avaya Aura® Call Center Elite,Call Center Elite and Call Center Elite Multichannel

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