Avaya ACR

• Call Recording: Captures inbound, outbound, internal, and conference calls for compliance and training.
• Screen Recording: Optionally records agent desktop activity during calls for better quality analysis.
• Search & Playback: User-friendly web interface to search, retrieve, and play recorded interactions easily.
• Quality Monitoring: Includes tools to score, evaluate, and coach agents based on recorded calls.
• Compliance & Security: Helps meet regulations like PCI-DSS, HIPAA, GDPR, and MiFID II with encryption and audit trails.
• Storage Management: Allows for configurable retention policies, storage archiving, and secure backups.
• Integration Capabilities: Works with Avaya Aura Communication Manager, Contact Center, and third-party systems.
• Scalability: Suitable for small teams to large enterprises with thousands of users.
• Role-Based Access: Secure access control for different user roles – agents, supervisors, admins, etc.

Before learning Avaya ACR, it's beneficial to have a foundation in certain web development technologies and concepts. Here are the skills you should consider acquiring or strengthening:

• Telephony Basics: Understand PBX, call flows, IP telephony.
• Avaya Aura Platform: Familiarity with CM, Session Manager, AES.
• Contact Center Concepts: Roles, call routing, CTI.
• Networking: Basics of IP, port mirroring, QoS.
• Windows & Web Admin: Server management and web interfaces.
• Recording Use Cases: Compliance, quality monitoring, training.
• Security Knowledge: Role-based access, encryption, audit logs.

1: Call Recording

• Overview of Call Recording Systems
• Benefits and Use Cases
• Regulatory and Compliance Requirements

2: Avaya Aura Platform Overview

• Avaya Communication Manager (CM)
• Avaya Session Manager & System Manager
• Application Enablement Services (AES)
• ACR Architecture & Deployment Models

3: Installing Avaya ACR

• System Requirements
• Installation Process
• Licensing and Activation

4: Configuration and Integration

• Integrating with Avaya Aura CM and AES
• Setting Up Call Recording Rules
• Port Mirroring and DMCC Recording

5: User Interface and Operations

• Admin and User Access
• Live Monitoring and Playback
• Search and Filter Options

6: Quality Monitoring

• Scoring and Evaluation
• Reports and Dashboards
• Agent Coaching Tools

7: Security and Compliance

• Data Encryption and Retention
• Audit Logs and Role-Based Access
• Compliance Settings (PCI, HIPAA, GDPR)

8: Troubleshooting and Maintenance

• Common Issues and Resolutions
• Log Analysis
• Backup and Restore Procedures