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Avaya AACC Administration via CCMA (Multi Media Only)

This course is designed for Call Centre Administrators who have responsibility for the daily administration of ACCS via CCMA (Web Browser) for Multimedia features such as email and chat. It is designed to educate contact centre administrators on how the system functions, Basic computer skills, understanding of CM call centre phone-sets and call centre working.

Duration 1 day
Group Size Up to 4 people per session
Prerequisite No prior knowledge required
Course type Administration
Training Room Requirements Meeting Room
3-4 phones
Ethernet cable and port per phone
PC/Laptop and connected to network
CCMA URL (Tested prior to training)
Login and Password with required access
Flipchart/ whiteboard
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions
Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams
Note This course must take place after a cutover and the system must be signed off by the end client.

Course Content

Upon successful completion, delegates will be able to:

  • Understand & configure announcement devices (i.e. Media Server)
  • Multi-Media applications (via Outbound & CCMM administration applications)
  • Understand the different features of Multi-Media (CCMM)
  • Launch & Login to the CCMM applications
  • Understand & use the CCMM applications
  • Email
  • Create & assign email skillsets
  • Create email rules
  • Create email keyword groups
  • Create auto-responses
  • Outbound (via CCMA)
  • Create, import & amend outbound campaigns
  • Create agent call scripts
  • Create disposition codes
  • Monitor campaign progress
  • Voicemail
  • Webchat
  • SMS
  • Test & familiarisation with Agent Desktop & use of Multi-Media
  • Contacts

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