Avaya IP Office Contact Center Expanded Configuration and Administration 2252C

Location: Varies
Venue: Varies
Dates/Times: Varies
Registration Fee: $1795.00

This 5-day, instructor-led offer is designed for individuals responsible for the installation, administration, and troubleshooting of Avaya IP Office Contact Center 9.1.2.  

Contact Us
Phone Email
Request Info 866.370.6712 x2010
education@scansourceservices.com

Audience:
This course concentrates on more complex configuration and troubleshooting topics, therefore prior knowledge and experience with Avaya IP Office Contact Center are required. Students have the opportunity to participate in discussions with the instructor during lectures, and perform lab exercises that demonstrate key tasks.


Topics covered include:

  • Avaya IP Office Contact Center, Design and Planning for Implementation
  • Importing and Configuring Customer’s requirement Data, highlighting common errors
  • Identify Special settings, Call tags, and Variables used by the Avaya IP Office Contact Center
  • Configuring Realtime screens to include, the Web browser screen, and variables to change Announcement in the Call flow
  • Understanding the Elements used in Task Flow, and configuring the Call flows
  • Incorporating different Queuing Scenarios, and using Macros in Call Flow for repetitive steps
  • Configuring IVR Scripts, for Welcome Announcements, Menu Options and their relationship to Call flow
  • How to Import and manipulate complexes IVR scripts for Callback requests and Voicemail working
  • How to incorporate Call tags and Variable into Task flow and IVR flow, for routing and the displaying of information to the Agents
  • Email, Chat and Dialer Configuration, including Call flows for routing to different Agent Groups
  • Historical Reporting, setting up Automatic Emailed Reports
  • Address book configuration for LDAP
  • Recognizing common programming errors and Troubleshooting
  • PostgreSQL Database, Backup, and Restore
  • Database Integration, Skills base, and Priority-based Routing
Certification:
The Avaya IP Office Contact Center Implementation and Maintenance Exam (#3003) is available at Pearson VUE Testing Centers, www.vue.com/avaya. Earning the ACSS - Avaya IP Office Contact Center credential validates, in a proctored environment, the candidate has the advanced level of technical proficiency necessary to implement, configure, administrate, maintain, and troubleshoot Avaya’s best in class customer experience management solution for the mid-size business. 

Prerequisites:
Students should have completed:
1.  AIPS - Avaya IP Office Platform (AIPS – 4000) or ACSS - Avaya Midmarket Communications (ACSS – 3000) certification
and
2.  Course 8S00010E - Avaya IP Office Contact Center Implement and Support