Avaya Aura – Contact Center Administration

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Customized corporate training for teams on Avaya Aura – Contact Center Administration configuration and end-to-end implementation.
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₹35000

₹50000

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Course Objectives

Popular Techniques Covered in This Course

Get Hands-on Knowledge about Real-Time Projects

Curriculum

Module 1: Introduction to Avaya Aura

Overview of Avaya Aura platform and contact centre architecture
Avaya Aura components: CM, Session Manager, AACC and CMS
Understanding Avaya's omnichannel contact centre strategy

Module 2: Communication Manager (CM) Administration

Navigating Communication Manager administration interface
Configuring hunt groups, VDNs and vectors
Agent and skill administration

Module 3: Avaya Aura Contact Center (AACC)

AACC architecture and component overview
Configuring skillsets, CDNs and call presentation
Agent profiles and supervisor administration

Module 4: Call Routing & Vector Programming

Writing and editing call vectors in CM
Conditional routing, announcements and queue management
VDN and vector design best practices

Module 5: Avaya Call Management System (CMS)

CMS architecture and data collection
Building real-time and historical reports
Supervisor dashboards and agent performance reporting

Module 6: IVR & Self-Service (Avaya Experience Portal)

Overview of Avaya Experience Portal
Configuring IVR applications and call treatments
Integrating IVR with CTI and back-end databases

Module 7: Administration & Troubleshooting

System administration tools and maintenance commands
Alarm management and event log analysis
Common Avaya Aura issues and resolution steps

Receive Training From Our Skilled and Effective Trainers

Avaya Certified Professionals All instructors hold ACSS and ACIS credentials with experience at some of the largest Avaya contact centre installations globally.

Communication Manager Deep Expertise Trainers have administered Communication Manager at enterprise scale providing insights from real high-volume environments.

Vector Programming Specialists Avaya vector programming is a specialised skill — our instructors teach it thoroughly enabling learners to build complex routing logic independently.

CMS Reporting Expertise Instructors help learners build the management information capabilities that contact centre operations depend on.

Cloud Transition Knowledge As organisations move to Avaya Experience Platform (cloud), our trainers provide migration context within the course.