Communication Manager
System Administration – Advanced Features and Call Center
Course Information:
3 days of Administration training 9:00 am – 4:00 pm
Audience: Client personnel with Avaya system administration experience
Description
This course provides training on tasks to administer advanced features on the
AVAYA Communication Manager 6.3, 5.2, or older. All differences between
software versions are reviewed. The course focuses on advanced and newer
features offered by the Communication Manager software as well as advances in
the ASA (AVAYA Site Administration) and System Manager software.
Course Objectives
- Describe new system features and capabilities of the CM software.
- Administer and modify the system to take advantage of the newer
capabilities. Administration includes how to implement a list of several new features
or old features that have enhancements: (see CM Upgrade Features below)
- Administering and installing T-1’s especially ISDN-pri.
- Using system management features and setting system wide parameters
- Retrieving and interpreting traffic data analysis reports
- Determine trunking requirements
- Applying attendant console features
- Establishing security precautions
- Trouble Shooting user and equipment problems
- Review system security and management reports.
Call Center
- Writing Vectors
- Setting up Agents
- Skill Based Call Routing and Reports
- See more detail below
Instructor
Mary Ponto
414-732-4835
mponto@execpc.com
Website: myAvayaTraining.com
Below is a list of features and enhancements covered in the training.
CM Advanced New and Enhanced Features
1.
2.
29.
30.
31.
32.
33.
34.
35.
36.
37.
Forcing Firmware updates
Enhanced Call Forwarding by
station
Remote Send Calls
Self Station Dispay
List Registered IP Telephones
Tenant Numbering
Multiple Music on Hold Sources
Meet-Me-Conf Vector
Implementation
Audix Record
Crisis Alert
TTI (Touchtone Terminal
Initialization)
IP Phones 9600 Series
IP Softphone and One-X
Communicator
2400 Digital Implementation
Button Labeling and SD buttons
Change User Extension
EC 500 Cell Phone activation
Alias Station
Virtual Stations
Dial Plan Analysis
5-digit Announcement Extensions
Posting Notes on Phones
Running Audits
Scheduling Reports
Analyzing the VDN Report
Sending Alarms to e-mail
Monitoring Trunk Groups
Redirecting Incoming calls on T-1
ISDN - pri
Changing Caller ID for each station
CPN Block and Unblock
Exporting Data to Excel
Display Capacity to check licenses
Coverage and Forwarding
System Parameter Coverage
Ring between Cover Points
Remote Coverage
Time of Day Coverage
38.
39.
40.
41.
42.
User Change Cover path
Extended User Coverage
Extended User Forwarding
Telecommuting Access Extension
Security Code
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
43.
44.
45.
46.
47.
48.
49.
50.
51.
52.
53.
54.
55.
56.
57.
58.
59.
60.
61.
62.
63.
64.
65.
66.
67.
68.
69.
70.
71.
72.
73.
74.
75.
Bridging and Coverage interacting
Per Button Ring Control
Auto-select any idle appearance
Directed Call Pickup
Call Pickup Alerting / Temporary
Bridge
Call Forwarding Busy No Answer
Call Forwarding Off net
Call Transferring Off Net
List Call Forwarding
6400 – 8400 led settings
On Hook Dialing
Time Reminder on Hold
Admin Button on Users phones
Advanced Abbreviated Dialing List
Group Page
Hands Free Answer on Internal
Calls
Dial one number for Multiple
Phones
List Usage Vector
Whisper Page
Automatic Exclusion
Transfer on Hang-up
Understanding ARS and COR’s
Uniform Dial Plan - UDP table AAR
Building Templates in ASA
Attendant Console DSS Flash
Attendant Console Features
Conference Display Button
Voice Announcement of EXT
VAL Manager back-up
VAL Manager add Announcements
EC500 example
Reset the LSP
Changing CM Passwords
76. Avaya Call Center Visio Stencils
77. ASA pictures of all AVAYA
phones.
78. New Vector step ii digits
79. fonefinder.net provides line info
80. Command: list config soft
81. Command: status login
82. Command: reset login X
83. ASA Advanced Tab…….Reports,
report properties, list stations
84. Command: list stations port X
85. Command: list stations type
(2420)
86. Command: list station port 01A03
87. Command: XXXX/7button
88. Command: list trace previous
89. No Hold Conference Button (new)
90. Command: clear amw all XXXX –
91. Command: display error type 18
92. Command: display error-type 513
93. Caller ID on an Analog phone
94. Get rid of Bulletin Board pop up
95. In ASA use the Export tab
96. Blocking Un-wanted Calls
97. Command: display coverage
sender98. New button: TEAM button
99. Command: duplicate station start
100. Site Data Field – use
101. Command: Mark bad port
102. To change Caller ID
103. TAAS (Trunk Answer Any
Station
104. Command: list registered-ipstations
105. Command: list multimedia ipunregistered
106. Command: change abb system
107. IP Phones: press MUTE XXXXX
108. Setting up Attendant Consoles
109. Using EC500 for tech support
110. new vector step “time of day
routing”
111. New for vectors –if digits = 25??
112. New for vectors if digits = 3+
113. Version CM 4 or 5.2 double Cover
114. Vectors use a # sign
115. Command: change sys cust (page
6)
116. Command: ch ann …..set P to Y
117. Command: display integrated
announcements
118. record announcement remotely
119. Command: list measurements
announcements
120. “dead air” after announcement
Specific Call Center
Items
1. What is a Call Center
2. Call Center Call Flow
Understanding
100 step Vectors
Variables/ Skills /Agents
1. Call Distribution Methods
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
New Call Center Buttons
Call Center Terms
Tracking Call Activity
Setting Acceptable Service
Levels
Call Center Reports
Real Time and Historical
Supervisor Tracking options
VuStats
One-X Agent
New Service Hour Table
Announcements
Vectoring Commands explained