Course Objectives
1. What will you learn in the AVAYA AURA – Contact Center Administration course?
You will learn how to install, configure, administer, and manage the Avaya Aura Contact Center platform. The course covers system architecture, user administration, call routing, IVR integration, skill-based routing, reporting, troubleshooting, SIP communication, and high availability.
2. How does this course prepare you for real-world contact center projects?
The course provides hands-on experience in configuring enterprise contact center environments, managing agents and supervisors, designing call flows, monitoring system performance, integrating telephony services, and supporting business communication systems.
3. What practical skills will you develop during the training?
You will gain expertise in Avaya Aura architecture, contact center administration, SIP configuration, call routing, vectoring, IVR integration, workforce management basics, reporting, troubleshooting, system monitoring, and user management.
4. How will real-time projects improve your AVAYA AURA administration skills?
You will work on practical projects involving contact center deployment, inbound and outbound call management, IVR implementation, call queue optimization, agent management, disaster recovery planning, and performance reporting.
5. What career opportunities can you pursue after learning AVAYA AURA?
This course prepares you for roles such as Avaya Administrator, Contact Center Administrator, Unified Communications Engineer, VoIP Engineer, Telecom Engineer, Network Administrator, Technical Support Engineer, and UC Solutions Consultant.
Popular Techniques Covered in This Course
AVAYA Aura Architecture and Components
Contact Center Installation and Configuration
SIP Protocol and Unified Communications
User, Agent, and Supervisor Administration
Call Routing, Skill-Based Routing, and Queue Management
IVR Integration and Call Flow Configuration
Reporting, Monitoring, and Performance Management
Troubleshooting and System Maintenance
High Availability, Backup, and Disaster Recovery
Enterprise Contact Center Best Practices
Get Hands-on Knowledge about Real-Time Projects
Project 1
Project 1: Enterprise Contact Center Deployment
Install and configure an Avaya Aura Contact Center environment with users, agents, call queues, and routing policies.
Project 2
Project 2: Intelligent Call Routing Solution
Design and implement skill-based call routing with priority queues, business hours, and automated call distribution.
Project 3
Project 3: IVR and Customer Self-Service System
Develop an IVR solution that automates customer interactions, menu navigation, and call transfers.
Project 4
Project 4: Contact Center Monitoring Dashboard
Configure real-time monitoring, reporting, performance metrics, and agent productivity dashboards for supervisors.
Project 5
Project 5: High Availability and Disaster Recovery Setup
Implement redundancy, backup strategies, failover configurations, and disaster recovery planning for enterprise contact center infrastructure.
Key Features
Edubrights offers ADOBE AFTER EFFECTS – MOTION GRAPHICS & VFX Training in virtual mode with expert trainers. Here are the key features,
40 Hours Course Duration
100% Job Oriented Training
Industry Expert Faculties
Free Demo Class Available
Completed 500+ batches
Certification Guidance
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.
Professional AVAYA AURA Contact Center Administration Certification
The Professional AVAYA AURA Contact Center Administration Certification validates your expertise in deploying, configuring, administering, and maintaining Avaya Aura Contact Center solutions.
Course FAQs
1. What is AVAYA AURA?
Answer: AVAYA AURA is an enterprise unified communications and contact center platform used to manage voice, video, messaging, and customer interactions.
2. What is a Contact Center?
Answer: A contact center is a centralized platform that manages customer interactions through voice, email, chat, SMS, and digital communication channels.
3. What is Skill-Based Routing?
Answer: Skill-based routing automatically directs customer calls to the most qualified agent based on predefined skills and availability.
4. Does AVAYA AURA support SIP?
Answer: Yes. AVAYA AURA supports SIP (Session Initiation Protocol) for enterprise VoIP and unified communications.
5. Why is AVAYA AURA used?
Answer: AVAYA AURA helps organizations deliver efficient customer service, improve agent productivity, and manage enterprise communication systems.
6. Which industries use AVAYA AURA?
Answer: Banking, healthcare, telecommunications, retail, insurance, government, BPO, manufacturing, hospitality, and enterprise organizations use AVAYA AURA.
7. Is AVAYA AURA suitable for enterprise contact centers?
Answer: Yes. AVAYA AURA is widely used by large enterprises to manage high-volume customer interactions and unified communications.
8. Does the course include practical AVAYA AURA projects?
Answer: Yes. The course includes hands-on projects involving contact center deployment, IVR implementation, call routing, monitoring, and administration.
9. Is AVAYA AURA beginner-friendly?
Answer: Yes. Basic knowledge of networking, VoIP, or telecommunication concepts is helpful, and the course progresses from fundamentals to advanced administration.
10. Why should professionals learn AVAYA AURA?
Answer: AVAYA AURA is a leading enterprise communication platform, making it a valuable skill for telecom, networking, unified communications, and contact center professionals.
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