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Avaya AACC Administration via CCMA (Voice Only)

This course is designed for Call Centre Administrators who have responsibility for the daily administration of ACCS via CCMA (Web Browser). 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 the system architecture
  • Configure the browser interface for the web client
  • Create & modify the configuration of the CCM to meet changing
  • requirements:
  • Understand & create agents / supervisors
  • Understand & create call presentation classes
  • Understand & create skillsets
  • Understand skillset and call priorities
  • Create agent to supervisor assignments
  • Create agent to skillset assignments
  • Configure system resources:
  • Access Classes & Partitions
  • CCM – Call Center Management
  • Creating ACW Reason codes, Not Ready codes, Activity Codes
  • Setting Agent, Skillset and Application Thresholds
  • Report Groups
  • User security
  • CDN’s (Multi-Media Route Points)
  • Phonesets – Hard phones or soft phones
  • Develop basic scripting skills & understand the use of call variables
  • Use of the Orchestration Designer tool
  • Understand the Audit Trail information
  • Definition & creation of standard reports (including scheduling)
  • Definition & creation of standard & graphical real time displays

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