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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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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

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