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Implementing and Supporting Avaya Aura Experience Portal and Proactive Outreach Manager

Schedule

Start End Duration Location Details
February 07, 2022 February 11, 2022 KDE 3.1 Virtual Classroom (GMT+08:00)
May 09, 2022 May 13, 2022 KDE 3.1 Virtual Classroom (GMT+08:00)
August 01, 2022 August 05, 2022 KDE 3.1 Virtual Classroom (GMT+08:00)
November 07, 2022 November 11, 2022 KDE 3.1 Virtual Classroom (GMT+08:00)

Course Details

Implementing and Supporting Avaya Aura Experience Portal and Proactive Outreach Manager

Course Code: 7005

Duration: 5 Days

Prerequisites:

•    Knowledge of Avaya Aura® Experience Portal, Avaya Proactive Outreach Manager implementation and system operation
•    Knowledge of Avaya Aura® Orchestration Designer Implementation, application design and application deployment
•    Knowledge of system architecture and call flow
•    Basic knowledge of Linux and Windows operating systems

Course Description:

This virtual instructor led course is designed for individuals responsible for Implementation, configuration a support using Avaya Aura® Experience Portal and Proactive Outreach Manager.
Delivered in a virtual classroom setting with remote access to a lab environment, this offer consists of a combination of interactive instructor lectures followed by practical lab exercises.
The Implementing and Supporting Avaya Aura® Experience Portal and Proactive Outreach Manager course is designed to attend with your own equipment such as development PC or Mac. To practice the exercises, students may need their own smart phone to deploy mobile applications. Students will have an opportunity to ask questions and participate in discussions during the lectures and lab exercises.

Course Objectives: 

•    Identify the function of each component and how they are integrated in a contact center environment
•    Describe the basic system architecture of Avaya Aura® Experience Portal
•    Identify and describe the function of Avaya Aura® Orchestration Designer and Avaya Proactive Outreach Manager
•    Integrate and install Avaya Aura® Experience Portal with communication infrastructure
•    Identify the pre-installation requirements for Avaya Aura® Experience Portal
•    Perform a system backup
•    Maintain and troubleshoot AvayaAura® Experience Portal, Avaya Aura® Orchestration Designer and Avaya Proactive Outreach Manager

Intended Audience: 

This course is recommended for students preparing to take the ACSS-Avaya Aura® Experience Portal with Proactive outreach Manager Credential exam

Course Outlines:

Day One:

Module 1: AvayaAura® Experience Portal Solution Concepts

•    Self Service overview and trends
•    AAEP Overview
•    What’s new in AAEP 7.2?    

•    AAEP Solution overview
•    AAEP Solution components
•    AAEP Integrations
•    AAEP Call flows
•    AAEP Architecture
•    AAEP Zones

Module 2: Avaya Aura® Experience Portal Installation

•    AAEP Capacities
•    AAEP Configuration options
•    AAEP Deployment options
•    AAEP Installation

Day Two:

Module 3: Avaya Aura Experience Portal Configuration

•    EPM Web Interface
•    AAEP Licensing 
•    System Configuration Menu
•    MPP Configuration
•    Speech Server Configuration
•    VoIP Connection Configuration
•    Multi-media Configuration
•    User Management

Module 4: Avaya Aura Experience Portal Reports

•    AAEP Reports overview
•    Data collections
•    Standard Reports
•    Custom Reports
•     Schedule Reports

Module 5: Avaya Aura Experience Portal Maintenance & Troubleshooting

•    System Backup & Restore
•    Real Time Monitoring
•    System Maintenance
•    SNMP Notifications

Day Three:

Module 6: Proactive Outreach Manager Solution Concepts

•    Outbound communication overview & trends
•    Avaya outbound solution
•    POM overview
•    POM features
•    What's new with POM 3.1?
•    POM Solution concepts
•    POM Solution components
•    POM Architecture
•    POM Server components
•    Experience Portal Requirements for POM
•    POM High Availability (HA)    

Module 7: Proactive Outreach Manager Installation
•    POM Capacities
•    POM Deployment Options
•    POM Installation

Day Four:

Module 8: Proactive Outreach Manager Configuration

•    POM Web Interface
•    POM Licensing
•    POM Database Installation
•    POM Server Configuration
•    Exchange & Configure Certificates on Application Server
•    POM Shipped Applications
•    Add Applications
•    POM & Zones
•    POM Global Configurations

Module 9: Proactive Outreach Manager –Voice Campaign

•    POM Contact List
•    Campaign Overview
•    Campaign Types
•    Campaign Strategy

Module 10: Proactive Outreach Manager –Email Campaign

•    Personalized Messages and Routing
•    Email Processor

Day Five:

Module 11: Proactive Outreach Manager -User Interface & Campaigns

•    POM Home page
•    POM Home page customization

Module 12: Proactive Outreach Manager -Reports

•    Standard Reports
•    Custom Reports
•    Schedule Reports

Module 13: Proactive Outreach Manager -Maintenance & Troubleshooting

•    POM System status
•    POM Monitor
•    POM Troubleshooting