Avaya Aura Contact Center Administration 5-daagse Training
| Aanbieder | Global Knowledge |
| Kosten | € 2.900,00 |
| Data en locatie(s) |
5, 6, 7, 8 en 9 maart 2012 - Zoetermeer (Centrum West 21), 9, 10, 11, 12 en 13 juli 2012 - Amsterdam (Kingsfordweg 43), 22, 23, 24, 25 en 26 oktober 2012 - Nieuwegein (Iepenhoeve 5), |
Overzicht
Bestemd voor
Contact center personnel who administer and manage Avaya Aura Contact Center using Contact Center Manager Administration
Benodigde kennis
Attendees should meet the following prerequisites:
- Attendance at the following Avaya courses
- Communication Server 1000 6.0 System Administration and Management (0777)
- ACD A-C2 Feature Administration Nortel Communication Server 1000 (0340)
Programma
We discuss the following topics: How It Works Contact Center Manager Administration Access Threshold Classes Administering Switch Resources Call Presentation Classes Skillsets Bulk Load Data Configuration Contact Center Management ... Volledig programmaDoel
- After you complete this course you will be able to:
- Access Contact Center Manager Administration (CCMA)
- Configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors
- Configure Administrators through the multiple components of Access and Partition Management
- Bulk load data into the CCMA using the Configuration Tool
- Examine the switch interface and the acquisition of resources
- Use different methods of system management, including viewing, creating, and modifying tabular and graphical real-time displays and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports
Recommended preparation for exam(s):
- None recommended at this time
Beschrijving
Nederlands
In deze cursus zult u leren hoe u toegang kunt krijgen tot Contact Center Manager Administration (CCMA) en hoe u Threshold Classes, Call Presenation Classes, Skill sets, Call Center Agents en Call Center Supervisors kunt configureren. Daarnaast leert u hoe u Administrators kunt configureren door gebruik te maken van de verschillende componenten van Access en Partition Management en hoe u gegevens kunt laden in de CCMA met behulp van de Configuration Tool. Ook zal de cursus ingaan op de switch interface en de overname van middelen. U zult verschillende methodes ontdekken van het systeem management, inclusief het bekijken, creëren en wijzigen van tabelvormige en grafische real-time displays en het interpreteren, bekijken, wijzigen en plannen van standaard en door gebruikers gedefinieerde historische rapporten.
This course is also available via Virtual Classroom e-learning through Global Knowledge USA
Programma
We discuss the following topics:
- How It Works
- Contact Center Manager Administration Access
- Threshold Classes
- Administering Switch Resources
- Call Presentation Classes
- Skillsets
- Bulk Load Data Configuration
- Contact Center Management
- Real-Time Statistics and Formulas
- Real-Time Reporting
- Agent Desktop Display
- Historical Statistics
- Interpreting Reports
- Historical Reporting