Avaya Aura Contact Center Implementation

Résumé

In this course, you will learn Avaya Aura® Contact Center deployment in SIP and AML environments for connectivity with CS 1000 and Avaya Aura SIP platforms.

This course is designed for personnel responsible for installing and configuring Avaya Aura® Contact Center in a SIP environment. In the course, you will perform pre-installation tasks and install a Voice and Multimedia Contact Server for a SIP-enabled Avaya Aura Unified Communications platform. You will perform commissioning tasks on the Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit, and Avaya Aura Agent Desktop components. You will also install and configure Avaya Media Server, Orchestration Designer, Agent Desktop Displays, and user client software. You will perform system backup and restore and implement the High Availability feature.

Objectifs

Avaya Aura® Contact Center in a SIP enabled contact center
Perform pre-installation tasks on the PVI server to prepare the server for Avaya Aura Contact Center installation
Install the Avaya Aura Contact Center application software on the PVI server
Perform Contact Center Manager Administration commissioning tasks
Perform Communication Control Toolkit and Avaya Aura Agent Desktop commissioning tasks
Configure the Avaya Aura Contact Center for a basic contact center call using Orchestration Designer
Perform Avaya Media Server commissioning tasks
Perform client commissioning tasks
Configure additional Contact Center Manager Administration resources
Perform database backup and restoration tasks
Avaya Aura Contact Center high availability
Perform Contact Center Manager Administration replication tasks
Install the Avaya Aura Contact Center Standby Server on a PVI server
Install and configure of Avaya Media Server software on a Linux server
Configure and test Avaya Aura Contact Center high availability

Public

Personnel who install and configure the Avaya Aura Contact Center software, including Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit in either a SIP or AML environment

Pré-requis

Experience with Microsoft Windows Server installation, configuration, and administration
Experience configuring and troubleshooting PCs and components of TCP/IP
Ability to diagnose and isolate faults in LAN cabling and connectors
Experience using maintenance tools and software loads to determine and correct equipment failures
Ability to identify and locate the major components of the communication server
Configure Avaya Communication Server 1000 for Avaya Aura® Contact Center
Configure Avaya Aura® for Midsize Enterprises for Avaya Aura® Contact Center

Programme détaillé

1. AACC SIP-Enabled Contact Center Overview
2. Installing the Contact Center Manager Server
3. Adding and Configuring Contact Center Manager Administration
4. Installing and Commissioning Communication Control Toolkit Software and Avaya Aura® Agent Desktop
5. Configuring AACC for Basic Call, including OD Overview
6. Configuring the Avaya Media Server
7. Installing and Configuring Client Software
8. Configuring CCMA Resources and Agent Greeting
9. Performing a Migration
10. Backing Up and Restoring Data
11. AACC High Availability

Labs

- Lab 1: Pre-Install
- Lab 2: Avaya Aura Contact Center Software Installation
- Lab 3: Contact Center Manager Administration Commissioning
- Lab 4: Installing and Configuring Client Software
- Lab 5: Communication Control Toolkit and Avaya Aura Agent Desktop Commissioning
- Lab 6: Avaya Media Server Commissioning
- Lab 7: Configure CCMA Resources Lab
- Lab 8: Basic Call and OD Lab
- Lab 9: Backup and Restore (CCMS and CCMA)
- Lab 10: CCMA Replication Pre-Install
- Lab 11: Standby Server Software Installation
- Lab 12: High Availability Configuration