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Avaya Aura Course

course overview

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Overview

This instructor led course is designed for individuals responsible for supporting the Avaya Aura Call Center Elite system.

Delivered with remote access to a lab environment, this offer consists of a combination of interactive instructor lectures followed by practical lab exercises.

This training provides the opportunity to troubleshoot and support the Avaya Aura Call Center Elite.   Using theory, demonstrations and lab exercises, learners will come away with the knowledge required to support Avaya Aura Call Center Elite.  Students have the opportunity to follow and review the training materials at their own pace.   

The Avaya Aura Call Center Elite Support is designed to attend with your own equipment such as development PC or Mac.

Audience

This course is recommended for students preparing for the ACIS-7392 and ACSS-7492 credentials.

Skills Gained

Not available. Please contact.

Prerequisites

  • Course 71200V - Integrating Avaya Aura Core Components
  • Course 73600V - Implementation Avaya Aura Call Center Elite

Outline

  • Describe virtual routing such as:
    1. Look Ahead interflow (LAI)
    2. Enhanced Interflow
    3. Basic Service Routing (BSR)
    4. Adjunct Routing
    5. Network Call redirection (NCR)
  • Troubleshoot using the Communication Manager Denial Event.
  • Describe the troubleshooting tools in CM and apply troubleshooting command such as “list trace vdn”, “list trace vector” and “list trace s tation”
  • Describe the troubleshooting tools in CM and apply troubleshooting commands such as “list trace vdn”, “list trace vector” and “list trace station”
  • Describe Business Advocate (BA) with fundamental call center questions
  • Understand the common problems that traditional ACD calling centers experience and how Business Advocate can help overcome these problems.
  • Troubleshooting the Avaya Aura Media Server.
  • Describe the vector variable operations.
  • List Trace, Display Events, and List Usage.
  • Troubleshoot common call vectoring issues.
  • Describe the Best Service Routing feature in Avaya Aura Call Center Elite.
  • Describe the Best Service Routing in a multisite environment
  • Describe the Service Level Maximizer (SLM)
  • Describe the capabilities and features of Dynamic Business Advocate.

Talk to an expert

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. Its a cost effective option. One on one training can be delivered too, at reasonable rates.

Submit an enquiry from any page on this site and let us know you are interested in the requirements box, or simply mention it when we contact you.

All $ prices are in USD unless it’s a NZ or AU date

SPVC = Self Paced Virtual Class

LVC = Live Virtual Class

Please Note: All courses are availaible as Live Virtual Classes

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Our clients have included prestigious national organisations such as Oxford University Press, multi-national private corporations such as JP Morgan and HSBC, as well as public sector institutions such as the Department of Defence and the Department of Health.