Avaya Learning Companion Guide

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Avaya Learning Companion Guide

for the

Avaya Aura

®

Contact Center Implementation

Knowledge Access (4C00020E)

Version 0.5

April 15, 2014

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About the Guide ... 3

Offering Description ... 4

Knowledge Access: Avaya Aura® Contact Center Implementation ... 4

Floor Layout ... 9

Room 01: Switch Configuration for Avaya Aura® Contact Center ...10

Room 02: Avaya Aura® Contact Center Installation ...11

Room 03: Contact Center Manager Administration Commissioning ...12

Room 04: Contact Center Toolkit Commissioning and Call Flow ...13

Room 05: Avaya Media Server ...14

Room 06: Database Maintenence ...15

Room 07: Avaya Aura® Contact Center High Availability (Part 1) ...16

Room 08: Avaya Aura® Contact Center High Availability (Part 2) ...17

Room 09: Reserved for Future Content ...18

Room 10: Documentation ...19

Opinion Survey ...20

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About the 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 Contact Center Implementation floor.  Identify the different learning objects and locate the content by rooms.

 Prepare for instructor-facilitated practice lab workshops 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 Avaya Aura Contact Center Implementation Knowledge Access.

For details on Avaya Learning Virtual Campus features and navigation please see the Avaya Learning Virtual Campus Overview Guide

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Offering Description

Knowledge Access: Avaya Aura® Contact Center Implementation

Offering Number: 4C00020E Over all Duration: 40 hours

Job Function: Day-to-day operational 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 implementation, support, and troubleshooting of Avaya Aura® Contact Center systems and those attempting to earn the

ACIS - Avaya Aura Contact Center credential.

Enrolled leaners have 12 months unlimited access to all content referenced below. Leaners are notified by email when learning materials are refreshed or new content is added during their enrollment. Please note Certification Exams delivered by authorized Pearson Vue testing centers and the allowed testing time are NOT included in this Knowledge Access.

Knowledge Access: Avaya Aura® Contact Center Implementation provides unlimited access to:

 4C00020E _TH Self-directed theory (12 hours)

 4C00020E _LAB Instructor facilitated Practice Lab Workshop (24 hours / 2 days) Key objectives include the ability to:

 Describe AACC Switch Configuration

 Describe AACC Switch Installation

 Describe CCMA Commissioning

 Describe CCT Commissioning and Call Flow

 Describe Avaya Media Server

 Describe High Availability

Leaners access all Knowledge Access materials in the Avaya Learning Virtual Campus through the Avaya Learning Center>My Learning>Current Courses.

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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 Aura® Contact Center Implementation Companion Guide  Avaya Learning Virtual Campus Overview Guide

 How to Enroll Guide

 Avaya Learning System Requirements Recommended knowledge:

 Basic knowledge of ACD, telephony, and Voice over IP (VOIP) technology

Leaners access all Knowledge Access materials in the Avaya Learning Virtual Campus through the Avaya Learning Center>My Learning>Current Courses.

The theoretical content is presented as self-directed learning objects. The operations theory of the implementation of Avaya Aura® Contact Center. Learners will also see overviews and demonstrations. To get the most out of the theoretical content and the Quiz, Avaya

Learning recommends learners note any questions that may arise and bring those questions to the Shared Instructor Office.

Finally, the Practice Lab Workshop will provide system support professionals with the skills they need to practice for supporting the implementation of Avaya Aura® Contact Center. Learners perform this practical part in the ALE virtual labs with mentor (instructor) support.

During the Practice Lab Workshop lab, learners will complete the following lab exercises:

Implementing Avaya Aura® Contact Center

 Config OS

 Installation

 Post Installation Tasks

 CCMA Commissioning

 Client Commissioning

 Add Agents

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Implementing Avaya Aura® Contact Center (Cont.)

 Reference Client

 Basic Call Resources

 Scripting

 AMS Config

 Backup and Restore

 Replication

Prerequisite Knowledge for Practice Lab Workshop

Learners should possess basic telephony knowledge. They should also be familiar with the knowledge from the self-directed theory floor.

Knowledge and Skills Objectives

Upon completion of Avaya Aura® Contact Center Implementation, you should be able to:

• Define common terms used when configuring the Avaya Communication Server 1000 integration with Avaya Aura® Contact Center.

• Describe the Avaya Communication Server 1000 Application Module Link (AML) connectivity to Avaya Aura® Contact Center.

• Configure the Avaya Communication Server 1000 AML-based solution for connectivity to the Avaya Aura® Contact Center Manager Server.

• Describe the Avaya Aura® Unified Communications platform and the integration with Avaya Aura® Contact Center components.

• Describe an overview of Session Initiation Protocol (SIP) integration in the Avaya Aura® Contact Center.

• Identify the pre-requisites for configuring the Avaya Aura® UC platform components for use with AACC and the tasks required to integrate AACC with the Avaya Aura® UC platform.

• Configure Communication Manager to support the Avaya Aura® Contact Center integration.

• Configure Application Enablement Services (AES) to support CSTA (TR/87 over SIP).

• Configure the Session Manager to support the Avaya Aura® Contact Center implementation.

• Describe the Avaya Aura® Contact Center components that will be installed. • Identify the server hardware requirements for your Avaya Aura® Contact Center

installation.

• Describe the product licensing requirements for your Avaya Aura® Contact Center installation.

• Describe the Windows 2008 Server operating system installation process required for an Avaya Aura® Contact Center installation.

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Knowledge and Skills Objectives (cont.)

• Configure the Microsoft Windows Server 2008 operating system for your Avaya Aura® Contact Center installation.

• Install the Avaya Aura® Contact Center application software.

• Complete post installation tasks on the newly installed Avaya Aura® Contact Center server.

• Describe Microsoft® Exchange, Microsoft® Exchange Store, and Microsoft® Outlook.

• Discuss an overview of the Contact Center Manager Administration application. • Configure Real-time Reporting on Contact Center Manager Administration. • Perform Contact Center Manager Administration commissioning tasks. • Install the Orchestration Designer client application.

• Perform post-installation commissioning tasks on the Communication Control Toolkit application.

• Add an agent in Contact Center Manager Administration.

• Understand the Avaya Aura® Agent Desktop client application and complete the installation of Avaya Aura® Agent Desktop on an Agent PC.

• Use the Communication Control Toolkit Reference Client application . • Configure Avaya Aura® Contact Center for a basic contact center call. • Understand a high level overview of call flow and scripting applications in the

Orchestration Designer (OD) tool.

• Understand a high level overview of adding customized call treatments to scripts in Orchestration Designer.

• Understand a high level overview of the Avaya Media Server.

• Install the Avaya Media Server hardware, Linux operating system, and application software.

• Configure the Avaya Media Server for operation with Avaya Aura® Contact Center. • Add the Avaya Media Server and media routes in Contact Center Manager

Administration.

• Understand a high level overview of the deployment of multiple Avaya Media Servers and supported High Availability configurations.

• Understand an overview of the Avaya Aura® Contact Center client computer. • Perform post-installation commissioning tasks on a client computer.

• Configure Contact Center Manager Administration resources for a SIP contact center environment.

• Create a destination folder for the backup store and map to the backup location on the Contact Center Database Maintenance Utility.

• Use the Contact Center Database Maintenance utility to backup and restore data. • Backup and Restore CCMA data.

• Describe the Avaya Aura® Contact Center High Availability feature and implementation options.

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Knowledge and Skills Objectives (cont.)

• Implement Contact Center Manager Administration replication for a campus High Availability solution.

• Install the Avaya Aura® Contact Center application on the Standby server of a High Availability pair.

• Configure Contact Center Manager Administration AD-LDS replication on the Standby server of a High Availability pair.

• Restart the Avaya Aura® Contact License Manger after the Standby server installation.

• Configure the Primary Avaya Media Server to support Avaya Aura® Contact Center High Availability.

• Configure the Backup Avaya Media Server and implement the High Availability feature.

• Describe the Avaya Aura® Contact Center High Availability configuration utilities. • Implement the Avaya Aura® campus High Availability feature on the Active server. • Restore the Active server database on the Standby server and complete the High

Availability implementation.

• Describe Hardware and Software Appliances.

Learner Materials for Avaya Aura Messaging Implementation and Support There are no additional materials.

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Floor Layout

The purpose of the Avaya AuraContact Center Implementation floor is to provide learners the theoretical knowledge required to advance through the Practical Lab Workshop. Each room contains learning objects specific to the room topic or title.

The map below illustrates the floor layout, including room names and locations, the PODs, and meeting rooms. Use the guide below to see where objects are in the rooms, as well as, the recommended order for content consumption.

 Room 01 AACC Switch Configuration

 Room 02 AACC Installation

 Room 03 CCMA Commissioning

 Room 04 CCT Commissioning and Call Flow

 Room 05 Avaya Media Server  Room 06 Database Maintenance

 Room 07 High Availability (Part 1)

 Room 08 High Availability (Part 2)  Room 09 Reserved for Future Content

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Room 01: Switch Configuration for Avaya Aura

®

Contact Center

In this room, learners are introduced to contact center solutions using Avaya Communication Server 1000 with Avaya Aura® Contact Center. Learners study how to configure Avaya Communication Server 1000 for connectivity with AML-based and SIP-based Avaya Aura® Contact Center. They also learn how to configure Communication Manager and Session Manager to support implementation of Avaya Aura® Contact Center.

 Avaya Learning recommends consuming the learning topics in the following order: - CS1K Integration Overview

- AML Call Flow

- CS1K Configuration

- Unified Communications Platform Integration Overview

- SIP Overview

- Communication Manager Pre Installation

- Communication Manager Configuration

- AES Configuration

- Session Manager Configuration

 The information in this room will enable you to:

- Define common terms used when configuring the Avaya Communication Server 1000 integration with Avaya Aura® Contact Center.

- Describe the Avaya Communication Server 1000 Application Module Link (AML) connectivity to Avaya Aura® Contact Center.

- Configure the Avaya Communication Server 1000 AML-based solution for connectivity to the Avaya Aura® Contact Center Manager Server.

- Describe the Avaya Aura® Unified Communications platform and the integration with Avaya Aura® Contact Center components.

- Describe an overview of Session Initiation Protocol (SIP) integration in the Avaya Aura® Contact Center.

- Identify the pre-requisites for configuring the Avaya Aura® UC platform components for use with AACC and the tasks required to integrate AACC with the Avaya Aura® UC platform.

- Configure Communication Manager to support the Avaya Aura® Contact Center integration.

- Configure Application Enablement Services (AES) to support CSTA (TR/87 over SIP). - Configure the Session Manager to support the Avaya Aura® Contact Center

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Room 02: Avaya Aura® Contact Center Installation

This room provides learners the information they need to configure the Windows Server 2008 OS for Contact Center installation, including the tasks that need to be completed before installing Contact Center software. They learn how to install the Contact Center software, including verification of patches and updates using the Contact Center Patch Manager utility.

 Avaya Learning recommends consuming the learning topics in the following order: - AACC Component Overview

- Pre-Installation Part 1 Server Hardware

- Pre-Installation Part 2 Licensing

- Pre-installation Part 3 Operating System Installation (Overview)

- Pre-installation Part 4 Operating System Configuration

- AACC Installation

- Post Installation Tasks

- Describe the Avaya Aura® Contact Center components that will be installed - Identify the server hardware requirements for your Avaya Aura® Contact Center

installation.

- Describe the product licensing requirements for your Avaya Aura® Contact Center installation.

- Describe the Windows 2008 Server operating system installation process required for an Avaya Aura® Contact Center installation.

- Configure the Microsoft Windows Server 2008 operating system for your Avaya Aura® Contact Center installation.

- Install the Avaya Aura® Contact Center application software.

- Complete post installation tasks on the newly installed Avaya Aura® Contact Center server

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Room 03: Contact Center Manager Administration Commissioning

The Learning Objects in this room explain how to commission Contact Center Manager Administration. Learners study how to create default user accounts, configure real-time reporting, and perform various commissioning tasks. Learners are also shown how to install Orchestration Designer.

 Avaya Learning recommends consuming the learning topics in the following order: - CCMA Commissioning: 1 Overview

- CCMA Commissioning: 2 Real-Time Reporting

- CCMA Commissioning: 3 Commissioning Tasks

- CCMA Commissioning: 4 Install Orchestration Designer

-

- Discuss an overview of the Contact Center Manager Administration application. - Configure Real-time Reporting on Contact Center Manager Administration. - Perform Contact Center Manager Administration commissioning tasks. - Install the Orchestration Designer client application

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Room 04: Contact Center Toolkit Commissioning and Call Flow

In this room learners are shown how to commission Communication Control Toolkit to the contact center configuration in Contact Center Manager Administration, how to add agents and how to configure Avaya Aura® Agent Desktop. Learners are also shown how to use

Orchestration Designer to create customized applications.

 Avaya Learning recommends consuming the learning topics in the following order: - CCT Commissioning: 1 Verify Log Files and Services

- CCT Commissioning: 2 Add CCT and CCMM in CCMA

- CCT Commissioning: 3 Add an Agent in CCMA

- CCT Commissioning: 4 AAAD

- AAAD Client Installation

- CCT commissioning: 5 Reference Client

- Configuring AACC for a basic contact center call

- Scripting and Orchestration Designer Overview

- Customize Call Treatments in Orchestration Designer

- Identify the various logs and services available.

- Perform post-installation commissioning tasks on the Communication Control Toolkit application.

- Add an agent in Contact Center Manager Administration.

- Understand the Avaya Aura® Agent Desktop client application and complete the installation of Avaya Aura® Agent Desktop on an Agent PC.

- Use the Communication Control Toolkit Reference Client application. - Configure Avaya Aura® Contact Center for a basic contact center call. - Understand a high level overview of call flow and scripting applications in the

Orchestration Designer (OD) tool.

- Understand a high level overview of adding customized call treatments to scripts in Orchestration Designer.

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Room 05: Avaya Media Server

The Learning Objects in this room explain why Avaya Media Server is a key building block of Avaya Aura® Contact Center in a SIP environment. Learners are shown how to install and configure Avaya Media Server to work with Avaya Aura® Contact Center, including how to configure Avaya Media Servers on separate servers for high availability.

 Avaya Learning recommends consuming the learning topics in the following order: - Avaya MS Commissioning – 01 Overview

- Avaya MS commissioning – 02 Installation - Avaya MS commissioning – 03 Configuration - Avaya MS commissioning – 04 Avaya MS in CCMA - Avaya MS commissioning – 05 Multiple servers and HA

- Understand a high level overview of the Avaya Media Server.

- Install the Avaya Media Server hardware, Linux operating system, and application software.

- Configure the Avaya Media Server for operation with Avaya Aura® Contact Center. - Add the Avaya Media Server and media routes in Contact Center Manager

Administration.

- Understand a high level overview of the deployment of multiple Avaya Media Servers and supported High Availability configurations.

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Room 06: Database Maintenance

In this room, learners see how client PCs can be used to perform supervisor duties, connect to tools and reports in CCMA, access historical reporting, and administer the system from almost anywhere in the corporate network. They learn how to set global values for Contact Center Manager Administration resources and configure skillsets. Learners also study how to use the Contact Center Database Maintenance Utility to backup and restore data.

 Avaya Learning recommends consuming the learning topics in the following order: - Client commissioning – 01 Overview

- Client commissioning – 02 Commissioning procedures - Configuring CCMA resources

- Backup and Restore: 01 Map a network drive

- Backup and Restore: 02 Performing Backups

- Backup and Restore: 03 Backup and Restore Contact Center Manager Administration Data

- Understand an overview of the Avaya Aura® Contact Center client computer. - Perform post-installation commissioning tasks on a client computer.

- Configure Contact Center Manager Administration resources for a SIP contact center environment.

- Create a destination folder for the backup store and map to the backup location on the Contact Center Database Maintenance Utility.

- Use the Contact Center Database Maintenance utility to backup and restore data. - Backup and restore Contact Center Manager Administration data.

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Room 07: Avaya Aura® Contact Center High Availability (Part 1)

In this room learners are shown how to implement a campus High Availability solution with Contact Center Manager Administration server replication. They learn how to install the Avaya Aura® Contact Center application on a Standby server and how to configure the primary and standby Avaya Media Servers. Learning Objects in this room also show learners how to implement the High Availability solutions for a campus.

 Avaya Learning recommends consuming the learning topics in the following order: - Avaya Aura® Contact Center High Availability overview

- Contact Center Manager Administration Replication: 1 Overview

- Contact Center Manager Administration Replication: 2 Implementation

- Avaya Aura Contact Center High Availability – Standby server installation

- Avaya Aura® Contact Center High Availability – Configuring Contact Center Manager

Administration AD-LDS Replication

- Avaya Aura Contact Center High Availability – Standby server License Manager restart  The information in this room will enable you to:

- Describe the Avaya Aura® Contact Center High Availability feature and implementation options.

- Understand and describe Campus HA CCMA Replication.

- Implement Contact Center Manager Administration replication for a campus High Availability solution.

- Install the Avaya Aura® Contact Center application on the Standby server of a High Availability pair.

- Configure Contact Center Manager Administration AD-LDS replication on the Standby server of a High Availability pair.

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Room 08:

Avaya Aura® Contact Center High Availability(Part 2)

In this room learners are shown how to implement a campus High Availability solution with Contact Center Manager Administration server replication. They learn how to install the Avaya Aura® Contact Center application on a Standby server and how to configure the primary and standby Avaya Media Servers. Learning Objects in this room also show learners how to implement the High Availability solutions for a campus.

 Avaya Learning recommends consuming the learning topics in the following order: - Avaya Aura Contact Center High Availability – Primary Avaya Media Server

configuration

- Avaya Aura Contact Center High Availability – Backup Avaya Media Server

Configuration and High Availability Implementation

- Avaya Aura Contact Center High Availability – Configuration Overview

- Avaya Aura Contact Center High Availability – Campus High Availability Implementation

01 Active Server

- Avaya Aura Contact Center High Availability – Campus High Availability implementation

02 Standby server and Failover

- Hardware Appliance

- Software Appliance

- Configure the Primary Avaya Media Server to support Avaya Aura® Contact Center High Availability.

- Configure the Backup Avaya Media Server and implement the High Availability feature. - Describe the Avaya Aura® Contact Center High Availability configuration utilities. - Implement the Avaya Aura® campus High Availability feature on the Active server. - Restore the Active server database on the Standby server and complete the High

Availability implementation

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Room 09: Reserved for Future Content

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Rooms 10: Documentation

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Opinion Survey

After you have completed this floor, and participated in the Practice Lab Workshop, please take a few minutes to answer some questions on your ALE experience. The answers are

confidential. Your input will help us to improve the virtual environment. Locate the Opinion Survey poster in the classroom auditorium area. Clicking the poster will open the link to the survey.

The URL for the survey is http://www.surveymonkey.com/s/ZVSTLSX