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74600V - Supporting Avaya Aura® Call Center Elite

This virtual instructor led course is designed for individuals responsible for supporting the Avaya Aura® Call Center Elite system. Delivered in a virtual classroom setting with remote access to a lab environment, this offer consists of a combination of interactive instructor lectures followed by practical lab exercises.

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  • 16
    May
    2 days, Thu & Fri 9:00 AM – 5:00 PM
    Virtual US - Central Time Zone
    Session information
    Sessions
    Session 1
    Thu 16 May 09:00 - Thu 16 May 17:00
    Virtual US - Central Time Zone
    Session 2
    Fri 17 May 09:00 - Fri 17 May 17:00
    Virtual US - Central Time Zone
    • $1,400.00 excl.
    Register
  • 13
    Jun
    2 days, Thu & Fri 9:00 AM – 5:00 PM
    Virtual US - Central Time Zone
    Session information
    Sessions
    Session 1
    Thu 13 Jun 09:00 - Thu 13 Jun 17:00
    Virtual US - Central Time Zone
    Session 2
    Fri 14 Jun 09:00 - Fri 14 Jun 17:00
    Virtual US - Central Time Zone
    • $1,400.00 excl.
    Register
  • 15
    Jul
    2 days, Mon & Tue 9:00 AM – 5:00 PM
    Virtual US - Central Time Zone
    Session information
    Sessions
    Session 1
    Mon 15 Jul 09:00 - Mon 15 Jul 17:00
    Virtual US - Central Time Zone
    Session 2
    Tue 16 Jul 09:00 - Tue 16 Jul 17:00
    Virtual US - Central Time Zone
    • $1,400.00 excl.
    Register
  • 29
    Aug
    2 days, Thu & Fri 9:00 AM – 5:00 PM
    Virtual US - Central Time Zone
    Session information
    Sessions
    Session 1
    Thu 29 Aug 09:00 - Thu 29 Aug 17:00
    Virtual US - Central Time Zone
    Session 2
    Fri 30 Aug 09:00 - Fri 30 Aug 17:00
    Virtual US - Central Time Zone
    • $1,400.00 excl.
    Register
  • 19
    Sep
    2 days, Thu & Fri 9:00 AM – 5:00 PM
    Virtual US - Central Time Zone
    Session information
    Sessions
    Session 1
    Thu 19 Sep 09:00 - Thu 19 Sep 17:00
    Virtual US - Central Time Zone
    Session 2
    Fri 20 Sep 09:00 - Fri 20 Sep 17:00
    Virtual US - Central Time Zone
    • $1,400.00 excl.
    Register

Description

  • 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.

Datasheets

Course Outline

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