Avaya Learning Companion Guide

Transcription

1 Avaya Learning Companion Guide Knowledge Access: AIPS- Avaya Aura Call Center Elite Multichannel Implementation and Maintenance (10C00010E) Version 1.3 April 11, 2014 Page 1

2 Table of Contents About this Guide... 3 Offer Description... 4 Floor Layout Room 01: Introduction to Avaya Aura Call Center Elite Multichannel Implementation and Maintenance Room 02: Elite Multichannel Installation, Virtualization, and AMS Room 03: Elite Multichannel Software Components Room 04: Elite Multichannel Media Stores Room 05: Agents and the Elite Multichannel Desktop Room 06: IDS, Reporting, and Troubleshooting Opinion Survey Page 2

3 About this Guide Introduction Use this guide to help you navigate the details and knowledge in this Knowledge Access offer. This guide will help you: - Prepare for your visits to the Avaya Aura Call Center Elite Multichannel Implementation and Maintenance floor. - Identify the different learning objects and locate the content by rooms. - Prepare for instructor facilitated practical lab exercises where applicable. Avaya Learning recommends you download and/or print this guide to have it available during your visits to the Avaya Learning Virtual Campus when interacting with the Avaya Aura Call Center Elite Multichannel Implementation and Maintenance Knowledge Access. For details on Avaya Learning Virtual Campus features and navigation please see the Avaya Learning Virtual Campus Overview Guide Page 3

4 Offering Description Knowledge Access: AIPS Avaya Aura Call Center Elite Multichannel Implementation and Maintenance Offering Number: Over all Duration: Job Function: 10C000010E 29.5 hours Avaya Employees and Business Partners with Avaya Aura Call Center Elite Multichannel Installation and Implementation responsibilities. Synopsis: Avaya Learning's Virtual Campus empowers learners anywhere, anytime with complete, interactive training solutions unlocking the full value of Avaya technology. Prepare to learn and practice skills while sharing information in our socially immersive environment. This Knowledge Access is designed for individuals responsible for the for implementation and maintenance of Avaya Aura Call Center Elite Multichannel and those attempting to earn the AIPS - Avaya Aura Call Center Elite Multichannel Implementation credential. It is included in the 0C00060E Knowledge Collection Access: Avaya Aura Call Center Elite Portfolio bundle. Enrolled students have 12 months unlimited access to all content referenced below and related online tests. Students are notified by when learning materials are refreshed or new content is added during their enrollment. Please note Online Tests delivered via the Avaya Learning Center and the allowed testing times are included in this Knowledge Access. Knowledge Access: Avaya Aura Call Center Elite Multichannel provides unlimited access to: 10C00010E_TH Self-directed theory (8 hours) 10C00010E_LAB Instructor facilitated Practice Lab Workshop (16 hours/ 2 days) 4302 Avaya Aura Call Center Elite Multichannel Implementation Test (1.5 hours) Key objectives include the ability to: Describe the core components of the Avaya Aura Call Center Elite Multichannel solution, including hardware and software requirements. Describe the deployment of the Avaya Aura Call Center Elite Multichannel in a virtualized environment. Identify the licensing requirements and methods for obtaining licenses. Describe, install and configure the Avaya Aura Call Center Elite Multichannel Core services, Multimedia Services, and the Interaction Data Server Suite. Describe, install, and configure the Avaya Aura Call Center Elite Multichannel Reporting, and then generate reports. Explain the Plug-In architecture and functionality. Perform maintenance and troubleshooting procedures Page 4

5 Students access all Knowledge Access materials in the Avaya Learning Virtual Campus through the Avaya Learning Center>My Learning>Current Courses. For additional information on this Knowledge Access including How to Enroll and Avaya Learning System Requirements guidelines please read the reference materials listed below. Avaya Learning Virtual Campus Overview Guide How to Enroll Guide Avaya Learning System Requirements The Self-Directed Content delivers enrolled students the knowledge of the basic Avaya Aura Call Center Elite Multichannel functionality and the skills needed to successfully complete the install and configure exercises in the Practice Lab Workshops. To get the most out of the theoretical content and quiz, Avaya Learning recommends students note any questions arising when reviewing self-directed content and bring those questions to the Shared Instructor Office before moving to the Practice Lab Workshop exercises. The Practice Lab Workshop provides enrolled students the opportunity to practice the skills they need for the implementation and maintenance of the Avaya Aura Call Center Elite Multichannel. This practical experience is delivered in remote labs with real time support from an Avaya instructor. Practical lab exercises lead participants through the installation and configuration of key components, creating and working with databases, configuring desktops to support the multimedia features, and working with the reporting tools. Knowledge and Skills Objectives Upon completion of Avaya Aura Call Center Elite Multichannel Virtual Campus Offering, students will be able to: Describe the core components of the Avaya Aura Call Center Elite Multichannel solution. Explain the hardware and software requirements for Avaya Aura Call Center Elite Multichannel. Describe the deployment of the Avaya Aura Call Center Elite Multichannel in a virtualized environment Identify the licensing requirements and methods for obtaining licenses. Describe, install and configure the Avaya Aura Call Center Elite Multichannel Core services. Describe, install and configure the Avaya Aura Call Center Elite Multichannel Multimedia services. Page 5

6 Describe, install and configure the Avaya Aura Call Center Elite Multichannel Interaction Data Server suite. Explain the Plug-In architecture and functionality. Describe, install and configure the Avaya Aura Call Center Elite Multichannel Reporting. Use Avaya Aura Call Center Elite Multichannel reporting to generate and schedule reports. Perform maintenance and troubleshooting procedures Page 6

7 Floor Layout View the diagram below to see the room numbers and layout. Use the guide below to see where objects are in the rooms, as well as, the recommended order for content consumption: Based on studies done in similar immersive environments, Avaya Learning recommends students allow themselves time to experience and process the knowledge delivered in the Virtual Campus by limiting consumption to half day sessions. All students are different and some may be able to do more for longer, but we have seen the greatest levels of understanding and retention from those students that spread the training over time and use half day blocks. Below is the recommended room order. Within each room, you should move clockwise around the room starting from your left: Room 1 Introduction to Call Center Elite Multichannel Room 2 Elite Multichannel Installation, Virtualization, and Application Management Service Room 3 Elite Multichannel Software Components Room 4 Elite Multichannel Multimedia Media Stores Room 5 Agents and the Multimedia Desktop Room 6 Interaction Data Service (IDS), Reporting, and Troubleshooting Page 7

8 Room 1: Introduction to Call Center Elite Multichannel In this room, learners will be introduced to different concepts that are necessary to the understanding of the Elite Multichannel. The content in this room is the basis for two Practice Lab Workshops designed to familiarize you with how to establish the AES feature on both the CM and within the Elite Multichannel by setting the required parameters and installing the necessary software. Avaya Learning recommends consuming the learning topics in the following order: - Call Center Basics - Introduction to Vectoring - Communication Manager and Elite Multichannel - Computer Telephony Integration (CTI) - Application Enablement Service (AES) - Elite Multichannel Basics The information in this room will enable you to: - Identify different call center concepts and apply them to the Elite Multichannel Solution. - Examine the parameters of the Call Vector and analyze its role with the Elite Multichannel Configuration. - Break down the relationship between the CM and EM and summarize the steps required to configure the CM to support the EM. - Assess the benefits of Computer Telephony Integration (CTI) and its relationship to an Elite Multichannel Call Center. - Apply the functions of the Application Enablement Service (AES) to the role that it plays within the EM operation. - Categorize the basic elements and functions of the EM and how they work together to enhance a call center operation. Page 8

9 Room 02: Installation, Virtualization, and Application Management Service In this room, you will learn to learn the installation requirements for Call Center Elite Multichannel, discuss its Virtualization capabilites, and the requirements and benefits of a virtualized deployment, and the learn about the Application Management Service and its components. The content in this room is the basis for one Practice Lab Workshop, the installation of the Application Management Service and its components, and the Licensing Director. Avaya Learning recommends consuming the learning topics the in the following order: - Installation Requirements - Virtualization Deployment - Application Management Service - Call Center Elite Databases - Managing the Databases The information in this room will enable you to: - Identify the software and hardware required for a Elite Multichannel call center installation. - Describe the deployment of the EM in a virtualized environment. - Describe and install the Application Management Services and explain the function of the Application Management Director and the Control Panel. - Analyze and create Avaya Aura Call Center Elite Multichannel databases. - Manage the EM databases through the Elite Multichannel Control Panel. Page 9

10 Room 03: Elite Multichannel Software Components In this room, you will learn to identify the different servers and directors within the Avaya Aura Call Center Elite Multichannel. The content in this room is the basis for four Practice Lab Workshops where you will install and configure the XML server, the Configuration Server, the Call Routing Server, and the Media Director. Avaya Learning recommends consuming the learning topics in the following order: - License Director - XML Server - Configuration Server Overview - Configuration Server Command Line - Configuration Server Users - Media Director - Call Routing Server The information in this room will enable you to: - Describe, install, and configure the License Director Server application and identify the EM Licensing requirements. - Describe and install the XML server and identify the requirements for XML server licensing. - Analyze the function of the configuration server in the EM application. - Identify the benefits of using command line when configuring the Configuration Server. - Determine the function of user profiles within the configuration manager, and detail the steps required to add users to the database. - Describe, install, and configure the Media Director and identify the media director workflow and queuing. Page 10

11 Room 04: Elite Multichannel Multimedia Media Stores In this room, you will learn to identify which media stores support the different categories of multimedia contact. The content in this room is the basis for four Practice Lab Workshops, supporting the installation and configuration of the Voice, , Preview, and Simple Message Media Store. Avaya Learning recommends consuming the learning topics in the following order: - Voice Media Store - Voice Media Store Work Items - Voice Media Store Functions - Media Store - Preview Contact Media Store - Simple Messaging Media Store - Simple Messaging Canned Messages The information in this room will enable you to: - Describe the purpose of the Voice Media Store and its relationship within the EM suite. - Assess the Voice Media Store work items and their role in call delivery. - Identify and explain the advanced Voice Media Store functions that are integrated into the EM suite. - Describe, install, and configure the Media Store. - Describe, install, and configure the Preview Contact Media Store. - Analyze the function of the Short Message Service (SMS), web chat, and the gateway operations, and install and configure the SMS media store. - Identify the purpose of canned benefits in multimedia operation, and list the steps involved in administering the canned messages. Page 11

12 Room 05: Agents and the Multimedia Desktop In this room, you will learn to identify the Agent Desktop features, and how plug-ins are central to the Desktop configuration. The content in this room is the basis for two Practice Lab Workshops where you will install the Multichannel Desktop Application and its plug-ins. Avaya Learning recommends consuming the learning topics in the following order: - Elite Multichannel Desktop - Elite Multichannel Desktop Plug-ins - Elite Multichannel Supervisor - Elite Multichannel Desktop Multimedia Plug-ins - Elite Multichannel Desktop Options The information in this room will enable you to: - Classify the different components of the Avaya Aura Call Center Elite Multichannel Desktop and how they apply to a call center. - Describe and configure some of the most basic Elite Multichannel plugins, and apply them to a call center scenario. - Describe and configure some of the most basic Elite Multichannel plugins, and apply them to a call center scenario. - Identify the purpose of the supervisor plugin and describe how installing it changes the capabilities of the multichannel desktop. - Differentiate the plugins used in the multimedia environment and categorize their functions. - Interpret and apply the additional features of the EM desktop to the appropriate call center situation. Page 12

13 Room 06: Interaction Data Service, Reporting, and Troubleshooting In this room, you will learn about thecomponents of the Interaction Data Service and the role that it plays in the storage and delivery of historical data. The content in this room is the basis for two Practice Lab Workshops, the installation and configuration of the Interactive Data Service (ODS), and the installation and configuration of the Reporting application. Avaya Learning recommends consuming the learning topics in the following order: - Interaction Data Service Server, Voice and Presence - Elite Multichannel Reporting - Elite Multichannel Real Time Reporting - Elite Multichannel Troubleshooting The information in this room will enable you to: - Demonstrate how the Interaction Data Service (IDS) functions within the EM, and install and configure the IDS. - Categorize the features of the EM reporting environment in relationship to their benefits and functions. - Access, generate, and define Real Time reports. - Describe, install, and configure the TTrace tool and demonstrate how the Ttrace console is used to collect log files for EM trouble shooting. Page 13

14 Opinion Survey After completing this floor and participating in the practice lab workshop, please take a few minutes to answer some questions on your Avaya Learning Virtual Campus experience. The answers are confidential. Your input will help us to improve the virtual environment. Locate the link to the opinion survey in the theory or lab classroom area. There are posters for the opinion survey on the theory floor and as you exit the lab classroom. The URL for the survey for the Avaya Aura Call Center Elite Multichannel Implementation and Maintenance content is: MYYYL9J Thank you. Page 14