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2016 Avaya, Inc. All rights reserved.Designing Avaya IP Office Contact Center –Course Description This course focuses on Concepts that are required to Design an Avaya IP Office Contact CenterSystem Participants will learn the Basic Terminologies associated with a generic Call Center / Contact Center Participants will be exposed to IPOCC Specific Design Considerations Participants will learn how to prepare for a customer Meeting to discuss the requirements. Contact Center Design Best Practices are introduced to the Participants Practice Exercises will include Case Studies, where students will discuss a Customer Requirement andarrive at a Solution to address the customer issues.
2016 Avaya, Inc. All rights reserved.Course ObjectivesAfter completing this course, you will be able to: Understand the various terminologies and concepts associated with a Contact Center Differentiate between a Call Center and a Contact Center Understand the underlying architecture of IPOCC Identify the Important Features associated with IPOCC Understand the Sizing and Capacity of IPOCC Discuss the CC Requirements with your customer in way that will help you decide the best ways toimplement the Solution Given a Customer Requirement , analyze the impact of IPOCC design on Reporting and systemperformance Understand the significance of using Standard Configuraition Templates in an IPOCC deployment Be prepared to meet a customer to discuss the CC Requirements and collect the requiredinformation to design an effective solution Apply all the concepts learnt in the course to design an IPOCC solution considering the contactcenter best practices and Product Limitations
2016 Avaya, Inc. All rights reserved.Prerequisite Knowledge Prior to taking this course, students are expected to have a basic knowledge of :–Avaya IP Office–IP Networking–Enterprise Telecommunications Take the following courses: 2M00100O -Selling Avaya Contact Center Solutions for IP Office 2S00012W -Small and Midmarket Communications -Avaya IP Office Platform and IP Office SelectOverview 3720W -Avaya Midmarket Solution Overview 4601W -Avaya IP Office Platform -Components 4700W -Avaya Contact Center Solutions for IP Office Platform Overview 4701W -Avaya Contact Center Solutions for IP Office Components Study the following Offer Definitions and documents: IPOCC 9.1.6 Offer Definition
2016 Avaya, Inc. All rights reserved.Course AgendaDay 1 Workshop Opening & Warm Up Module 1: Contact Center Basics Module 2: IPOCC Design ConsiderationsDay 2 Module 2: IPOCC Design Considerations -Contd. Module 3: IPOCC Templates Module 4: Customer Conversation ( Information Discovery )Day 3 Module 4: Customer Conversation ( Information Discovery ) -Contd. Module 5: IPOCC Configuration Worksheet Design Module 6: Case Study Exercises
2016 Avaya, Inc. All rights reserved.ExpectationsCheck email, voice mail, and IM chat on breaks.Ensure your cell phone is off or on silence.Maintain a professional atmosphere.Make every effort to be on time for the start time and from breaks and lunches.Questions will be asked frequently (every 5 to 10 minutes) and participation will be prompted.
2M00100O -Selling Avaya Contact Center Solutions for IP Office 2S00012W -Small and Midmarket Communications -Avaya IP Office Platform and IP Office Select Overview 3720W -Avaya Midmarket Solution Overview 4601W -Avaya IP Office Platform -Components
