Avaya Self-Service Developer Fundamentals

IVR systems can be used for mobile purchases, banking payments, services, retail orders, utilities, travel information and weather conditions. A common misconception refers to an automated attendant as an IVR. The terms are distinct and mean different things to traditional telecommunications professionals—the purpose of an IVR is to take input, process it, and return a result, whereas that of an automated attendant is to route calls. The term voice response unit (VRU) is sometimes used as well.

The Avaya Experience Portal IVR and Orchestration Designer training enables organizations to understand and employ dynamic, real-time self-service treatments using Avaya Intelligent Customer Routing; to automate outbound services with Proactive Outreach Manager; and to leverage existing web applications to create compelling, new services

This Developer Training on Experience Portal includes:

• Experience Portal media servers, concepts on which provide automation functionality such as terminating telephony sessions, interfacing to third-party multimedia services and the management of VoiceXML and CCXML sessions.

• Experience Portal Manager, concepts which provides centralized operations, administration, management and provisioning interfaces for Experience Portal, Proactive Outreach Manager, Intelligent Customer Routing and other Avaya products.

• Orchestration Designer, Developer tools which supports application development for Experience Portal and other Avaya self service platforms.

• Application Execution Environment is a virtual environment where CCXML and VoiceXML applications developed using Orchestration Designer can be deployed and run.

• Omni-channel Applications understand concepts to enhanced customer service experience by developing multi channel (email, SMS, voice) applications for self service.

• Develop Self Service Applications Start Developing Applications from scratch for customer service experience by developing voice applications for self service with Orchestration Designer.

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Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!