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Professional Credential Guide Avaya Certified Implementation Specialist (ACIS) August 27, 2012 Avaya Certified Support

Professional Credential Guide

Avaya Certified Implementation Specialist (ACIS)

August 27, 2012
August 27, 2012

Avaya Certified Support Specialist (ACSS)

1 Page

August 27, 2012 V1

Purpose : This guide provides background and planning information for the Avaya Certified Implementation Specialist

Purpose:

This guide provides background and planning information for the Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) credentials.

Information in the document is presented as of August 27, 2012 unless noted otherwise.

For the latest information on the Avaya ACIS and ACSS credential program and the training curriculums that support it, log-in to the Avaya Learning Center www.avaya- learning.com.On the Avaya Certification Program landing page you will find:

Complete Credential Curriculum Maps with Training Course availability and pricing

Certification Learning Partners

Credential Program Policies and Procedures

How to register to take an Avaya credential exam at Pearson VUE Testing Centers

News Highlights covering the most recent enhancements to Avaya Learning Center offerings and Avaya Credential Program.

Table of Contents 1. Avaya Professional Credential Program Overview 4 2. Avaya Certified Implementation Specialist

Table of Contents

1. Avaya Professional Credential Program Overview

4

2. Avaya Certified Implementation Specialist (ACIS) Description

4

3. Avaya Certified Support Specialist (ACSS) Description

5

4. Avaya ACIS and ACSS Credential Structure

5

5. Avaya Implementation and Support Credentials

7

5.1

Credential Portfolio Overview

7

5.2

ACIS and ACSS Certification Plan-of-Record

8

6. Preparing For and Scheduling Avaya Certification Exams

9

7. ACIS and ACSS Core Training Course Curriculum Maps

10

7.1

Small and Medium Enterprise (SME) Communications

11

7.2

Unified Communications

12

7.3

Contact Center

18

7.4

Networking

24

Appendix A - ACIS and ACSS Knowledge and Skills Matrices

27

1.

Avaya Professional Credential Program Overview

1. Avaya Professional Credential Program Overview The Avaya Professional Credential Program is designed to ensure

The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and skills to successfully sell, design, implement and maintain Avaya products and solutions that exceed customer expectations.

The Avaya Professional Credential Program currently consists of Sales authorizations and Support certifications.

Sales and Technical Sales Authorizations

Avaya Professional Sales Specialist (APSS)

Avaya Professional Design Specialist (APDS)

Implementation and Support Certifications

Avaya Certified Implementation Specialist (ACIS)

Avaya Certified Support Specialist (ACSS)

The Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) are the Avaya technical product support certifications validating knowledge and skills in the areas of product implementation, administration, maintenance and troubleshooting for Avaya Solutions.

This guide provides background and planning information for the Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) certifications.

2. Avaya Certified Implementation Specialist (ACIS) Description

This credential certifies that the candidate has a basic-to-intermediary level of technical proficiency necessary to install and implement Avaya products.

Qualified candidates typically have a minimum of 2 years’ experience in the relevant technologies and up to 1 year of experience in implementing the Avaya product. The candidate can apply knowledge and skills to:

Demonstrate knowledge of the preparation required for the implementation

Install the product hardware and software

Test, validate, and troubleshoot the implementation

Configure the product for hand-off to Day 2 administration

The Avaya Certified Implementation Specialist (ACIS) credential:

Is available to everyone

Uses proctored exams delivered via Pearson VUE Testing Centers

The Certification is valid for 2 years

Certificates are issued and credential logos are available

3.

Avaya Certified Support Specialist (ACSS) Description

3. Avaya Certified Support Specialist (ACSS) Description This credential certifies that the candidate has an advanced

This credential certifies that the candidate has an advanced level of technical proficiency necessary to deliver installation, configuration, administration, maintenance and troubleshooting support for Avaya products.

Qualified candidates typically have a minimum of 4 years’ experience in the relevant technologies and up to 2 years’ experience in supporting the Avaya product. The candidate can apply knowledge and skills to:

Demonstrate product architecture knowledge (components, features and functions)

Install the product hardware and software

Test, validate, and troubleshoot the implementation

Configure the product for hand-off to Day 2 administration

Administer, maintain, and troubleshoot intermediate to advanced configurations

Interpret and resolve customer technical issues related to the products and components

As with the Avaya Certified Implementation Specialist (ACIS), the Avaya Certified Support Specialist (ACSS):

Is available to everyone

Uses proctored exams delivered via Pearson VUE Testing Centers

The Certification is valid for 2 years

Certificates are issued and credential logos are available

For additional ACIS and ACSS credential comparative information see Appendix A – ACIS and ACSS Knowledge and Skills Matrices.

4. Avaya ACIS and ACSS Credential Structure

Not all products have both Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) credentials. The types of credentials and the number of exams to earn a credential is a function of the product’s complexity in the areas of implementation, administration and support.

When both an ACIS and ACSS certification exists for a product, holding the ACIS credential may be a requirement to earn the ACSS credential. Be sure to check the ACSS Credential Curriculum Map for detailed credential requirements. When holding the ACIS credential is a requirement, passing the ACIS exam first is recommended but not required; credential exams may be taken in any order.

ACIS and ACSS Credential Structure Scenarios The diagram below provides an explanation of possible ACIS

ACIS and ACSS Credential Structure Scenarios

The diagram below provides an explanation of possible ACIS and ACSS credential structures.

Example #1

No ACSS
No ACSS
Implementation Exam ACIS
Implementation
Exam
ACIS

ACIS Only No ACSS Available

Example #2

Maintenance & Troubleshooting Exam Administration Exam ACSS
Maintenance &
Troubleshooting
Exam
Administration
Exam
ACSS
Implementation Exam ACIS
Implementation
Exam
ACIS
ACIS is a Requirement To Earn ACSS
ACIS
is a Requirement
To Earn ACSS

Example 1 –Requires passing:

An ACIS Implementation exam

No ACSS Credential is Available

Example 2 –Requires passing:

Example #3
Example #3
Maintenance & Troubleshooting Exam ACSS
Maintenance &
Troubleshooting
Exam
ACSS
Implementation Exam ACIS
Implementation
Exam
ACIS
ACIS is a Requirement To Earn ACSS
ACIS
is a Requirement
To Earn ACSS
Example #4 Implementation, Maintenance & Troubleshooting Exam ACSS
Example #4
Implementation,
Maintenance &
Troubleshooting
Exam
ACSS

ACSS includes

Implementation

Requirements

An ACSS Maintenance & Troubleshooting exam

An ACSS Administration exam

An ACIS Implementation exam (Holding the ACIS credential)

Example 3 –Requires passing:

A single ACSS Maintenance & Troubleshooting exam

An ACIS Implementation exam (Holding the ACIS credential)

Example 4 –Requires requires passing:

A single ACSS Implementation & Maintenance exam

The implementation requirements are captured in the one exam.

Note: Credential structure examples shown above are for illustrative purposes only. Details on the individual ACIS and ACSS certification exams required, including core course curriculum maps are available in Section 7.

5.

Avaya Implementation and Support Credentials

5. Avaya Implementation and Support Credentials 5.1 Credential Portfolio Overview The Avaya Certified Implementation

5.1 Credential Portfolio Overview

The Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) credential portfolio is structured to support the Avaya Solution Tracks, enabling individuals to develop a holistic understanding of Avaya product portfolio.

The following diagram illustrates Avaya’s Solutions Tracks with available ACIS and/or ACSS Certifications as of August 27, 2012.

Solution Tracks with ACIS and/or ACSS Credentials As of August 27, 2012

Implement/Support Certification

Solution Tracks

Small and Medium Enterprise (SME) Communications

Unified

Communications

Contact Center

Networking

Professional Role

Implementation

Specialist

Avaya Certified Implementation Specialist (ACIS)

SME Communications (1)

Unified Communications (6)

Contact Center (5)

Networking (2)

Technician

Support

Specialist

Avaya Certified

Support Specialist

(ACSS)

SME Communications (1)

Unified Communications (9)

Contact Center (7)

Networking (4)

Maintenance Support

5.2

ACIS and ACSS Certification Plan-of-Record

5.2 ACIS and ACSS Certification Plan-of-Record Following is the status as of August 27, 2012 for

Following is the status as of August 27, 2012 for Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) credentials. It reflects ACIS and ACSS credential curriculum maps available, under development, planned and/or retiring.

Please note that as the Avaya Professional Credential Program evolves, information on changes is posted to regular communication platforms (IE: Avaya Learning Center, Avaya Connect Program portal, Avaya Sales portal) and distributed through standard communication channels.

ACIS and ACSS Certification Curriculum Maps As of August 27, 2012

Credential Curriculum Maps by Core Courseware Portfolio

ACIS

ACSS

Small and Medium Enterprise Communications

Avaya Small and Medium Enterprise Communications (Avaya IP Office)

Available

Available

Unified Communications

Avaya Agile Communication Environment™

Available

TBD

Avaya Aura® Communication Manager (R5.2.1)

Available

No ACSS

Avaya Aura® Communication Manager and CM Messaging - Embedded (R6.x)

Available

Available

Avaya Aura® Conferencing - Standard Edition

Available

No ACSS

Avaya Aura® Conferencing (R7.x)

No ACIS

Sept. 2012

Avaya Aura® Messaging

Retired

Available

Avaya Aura® Session Manager and System Manager

No ACIS

Available

Avaya B5800 Branch Gateway

No ACIS

Sept. 2012

Avaya CallPilot®

Available

Available

Avaya Communication Server 1000 for Avaya Aura®

Available

Available

Avaya Modular Messaging with Avaya Message Store

No ACIS

Available

Avaya one-X® UC Soft Clients

No ACIS

Available

Avaya Session Boarder Controller

No ACIS

Oct. 2012

Radvision Scopia® Solution

No ACIS

Sept. 2012

Contact Center

Avaya Aura® Contact Center

Available

Available

Avaya Aura® Call Center Elite

Available (1)

Available

Avaya Aura® Contact Center CCT and Multimedia

Available

No ACSS

Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring

Retiring

Available

Avaya Aura® Experience Portal with Proactive Outreach Manager

No ACIS

Available

Avaya Aura® Workforce Management

No ACIS

Available

Avaya Contact Center Control Manager

No ACIS

Available

Avaya Interaction Center

Available

No ACSS

Avaya Performance Center (Avaya IQ)

Planned

No ACSS

Avaya Proactive Contact

No ACIS

Available

Networking

Avaya Ethernet Routing Switch

No ACIS

Available

Avaya Virtual Services Platform 9000

Available

Available

Avaya Virtualization Provisioning Service (VPS)

No ACIS

Available

Avaya VPN Gateway

No ACIS

Available

Avaya Wireless LAN

Available

No ACSS

(1) ACIS is available Avaya Aura® Call Center Elite & Avaya Call Management System

Details on individual ACIS and ACSS certification exam requirements, including core training course curriculum maps are available in Section 7.

6.

Preparing For and Scheduling Avaya Certification Exams

6. Preparing For and Scheduling Avaya Certification Exams Preparing for Avaya Credential Exams Log-in to the

Preparing for Avaya Credential Exams Log-in to the Avaya Learning Center at www.avaya-learning.com and visit the Avaya Certification Program landing page for a complete listing of available certifications, their curriculum maps and all associated training to prepare for Avaya certification exams.

Training is recommended and core training courses are often supplemented as part of a comprehensive study program. Review the credential, exam and all curriculum map training course descriptions to determine the scope of training and experience most appropriate for you to prepare for the exam.

Technology Fundamentals Selling, designing, implementing and maintaining Avaya Products / Solutions require a solid understanding of the core technologies upon which they are built.

Available Free-of-Charge to Avaya Associates, Business Partners and Customers is WestNet’s Foundational Core Knowledge Assessment to verify one’s prerequisite knowledge in data, telephony and convergence. Use this prescriptive assessment tool to identify your areas of technology expertise and areas needing improvement. Following the assessment you will receive a personal learning plan (delivered via email) targeting specific improvements and identifying which WestNet e-courses are recommended to fill knowledge gaps.

Access the “Foundational Core Knowledge” link on the Avaya Certification Program landing page to learn more and register free-of-charge to take WestNet’s “Foundational Core Knowledge Assessment”.

Scheduling an Exam at Pearson VUE Test Centers Pearson VUE Authorized Test Centers represent a network of Pearson VUE independent business partners primarily in the commercial and academic market spaces. Availability of testing centers varies by city/state/geographic region based upon business partner participation in the Pearson VUE testing program.

As independent business partners, Pearson VUE Test Centers establish their own hours of operation and testing seat capacity. Reservations are accepted on a first come / first serve basis independent of the vendor exam chosen. Test Center, Online or Pearson VUE Call Center reservations all work from the same inventory of available testing sessions. Contacting a Pearson VUE Test Center can provide candidates with the best understanding of what parameters drive a Center’s days / hours of operation; this can be particularly helpful for Testing Centers associated with academic institutions.

Pearson VUE encourages candidates to book testing sessions well in advance (2+ months) to help ensure individual requirements can be met. Candidate demand often fluctuates.

Visit the Pearson VUE website at www.pearsonvue.com/avayato see currently available Avaya exams, regional exam pricing and register for a testing session.

7.

ACIS and ACSS Core Training Course Curriculum Maps

7. ACIS and ACSS Core Training Course Curriculum Maps Following is a view of the core

Following is a view of the core training course Curriculum Maps for ACIS and ACSS as of August 27, 2012.

For the most current information on the Avaya ACIS and ACSS Credential Curriculum Maps including Foundational Knowledge and Supplemental Learning options visit the Avaya Learning Center www.avaya-learning.com.

For questions about the Avaya Credential Program and scheduling training please contact the Avaya Learning Helpdesk.

US Toll Free: 1.800.288.5327

Section 7 Table of Contents

Core Training Course Curriculum Maps as of August 27, 2012

Credential Curriculum Maps by Core Courseware Portfolio

ACIS

ACSS

Small and Medium Enterprise Communications

Avaya Small and Medium Enterprise Communications (Avaya IP Office)

Page 11

Page 11

Unified Communications

Avaya Agile Communication Environment™

Page 12

TBD

Avaya Aura® Communication Manager (R5.2.1)

Page 12

No ACSS

Avaya Aura® Communication Manager and CM Messaging - Embedded (R6.x)

Page 13

Page 13

Avaya Aura® Conferencing - Standard Edition

Page 14

No ACSS

Avaya Aura® Conferencing (R7.x)

No ACIS

Page 14

Avaya Aura® Messaging

Retired

Page 14

Avaya Aura® Session Manager and System Manager

No ACIS

Page 14

Avaya B5800 Branch Gateway

No ACIS

Sept. 2012

Avaya CallPilot®

Page 15

Page 15

Avaya Communication Server 1000 for Avaya Aura®

Page 16

Page 16

Avaya one-X® UC Soft Clients

No ACIS

Page 17

Avaya Modular Messaging with Avaya Message Store

No ACIS

Page 17

Avaya Session Boarder Controller

No ACIS

Oct. 2012

Radvision Scopia® Solution

No ACIS

Page 17

Contact Center

Avaya Aura® Contact Center

Page 18

Page 19

Avaya Aura® Call Center Elite

Page 20

Page 20

Avaya Aura® Contact Center CCT and Multimedia

Page 20

No ACSS

Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring

Page 21

Page 21

Avaya Aura® Experience Portal with Proactive Outreach Mgr. (Voice Portal)

No ACIS

Page 22

Avaya Aura® Workforce Management

No ACIS

Page 22

Avaya Contact Center Control Manager

No ACIS

Page 22

Avaya Interaction Center

Page 23

No ACSS

Avaya Performance Center (Avaya IQ)

Planned

No ACSS

Avaya Proactive Contact

No ACIS

Page 23

Networking

Avaya Ethernet Routing Switch

No ACIS

Page 24

Avaya Virtual Services Platform 9000

Page 24

Page 25

Avaya Virtualization Provisioning Service (VPS)

No ACIS

Page 25

Avaya VPN Gateway

No ACIS

Page 26

Avaya Wireless LAN

Page 26

No ACSS

7.1 Small and Medium Enterprise (SME) Communications ACIS - SME Communications (ACIS - 6401) To

7.1 Small and Medium Enterprise (SME) Communications

ACIS - SME Communications (ACIS - 6401)

To prepare for the 6402 Avaya IP Office Implementation Exam, complete the following:

 

IP Office Technical Basic Implementation Workshop - Please choose one of the follow:

Classroom

4S00004I

IP Office Technical Basic Implementation Workshop IP Office Technical Basic Implementation Workshop

34.00 hours

V-Classroom

4S00004V

34.00 hours

Exam

6402

Avaya IP Office Implementation Exam

1.50 hours

ACSS - SME Communications (ACSS - 3000)

 

To earn the 3000 Avaya IP Office Maintenance and Troubleshooting credential:

 

Implementation courses and exams:

 

IP Office Advanced Configuration and Application Workshop - Please choose one of the follow:

 

Classroom

5S00004I

IP Office Advanced Configuration Application Workshop IP Office Advanced Configuration Application Workshop

18.00 hours

V-Classroom

5S00004V

18.00 hours

Exam

3001

Avaya IP Office Configuration and Maintenance Exam

1.50 hours

7.2 Unified Communications ACIS - Avaya Agile Communication Environment™ (ACIS - 6007) To earn the

7.2 Unified Communications

ACIS - Avaya Agile Communication Environment™ (ACIS - 6007)

To earn the 6007 ACIS - Avaya Agile Communication Environment™ Credential:

 

Avaya Agile Communication Environment™ Installation and Administration - Please choose one of the following:

Classroom

4U00134I

Avaya Agile Communication Environment™ Installation and Administration Avaya Agile Communication Environment™ Installation and Administration

40.00 hours

V-Classroom 4U00134V

40.00 hours

Exam

6007

Avaya Agile Communication Environment™ Implementation Exam

1.50 hours

ACIS - Avaya Communication Manager (R5.2.1) (ACIS - 6006)

 

Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for associated exams:

 

Learning Link

Avaya Aura® Fundamental Technology Curriculum

To earn the ACIS 6006- Avaya Aura® Communication Manager and CM Messaging - Embedded (R6.x) credential:

 

Avaya Media Servers and Media Gateways Implementation Workshop - Please choose one of the following:

Classroom

AVA00838H00

Avaya Media Servers and Media Gateways Implementation Workshop Avaya Media Servers and Gateways Implementation Workshop Labs

40.00 hours

V-Classroom

ATC00838VEN

40.00 hours

Exam

6006

Exam: Avaya Aura Communication Manager (R5.2.1) Implementation Exam

2.00 hours

7.2 Unified Communications ACIS - Avaya Aura® Communication Manager and CM Messaging – Embedded (R6.x)

7.2 Unified Communications

ACIS - Avaya Aura® Communication Manager and CM Messaging – Embedded (R6.x) (ACIS - 6002)

Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for associated exams:

 

Learning Link

Avaya Aura® Fundamental Technology Curriculum

To earn the ACIS 6002- Avaya Aura® Communication Manager and CM Messaging - Embedded (R6.x) credential:

 

Avaya Aura® Communication Manager Implementation - Please choose one of the following:

Classroom

ATI02348IEN

Avaya Aura Communication Manager Implementation Avaya Aura Communication Manager Implementation

40.00 hours

V-Classroom

ATI02348VEN

40.00 hours

Web

ATI01731VEN

Avaya Aura® Communication Manager Messaging Embedded Implementation

16.00 hours

Exam

6002

Avaya Aura® Communication Manager and CM Messaging (6.0) Implementation Exam

2.00 hours

ACSS - Avaya Aura® Communication Manager and CM Messaging - Embedded (ACSS – 3100)

 

To earn the ACSS - Avaya Aura® Communication Manager and CM Messaging - Embedded credential:

 

Implementation courses and exams:

 

Learning Link

ACIS-6002: ACIS Avaya Aura® Communication Manager and CM Messaging - Embedded (6.X)

Exam

6002

Avaya Aura Communication Manager and CM Messaging

2.00 hours

Administration courses and exams:

 

Classroom 5U00041I

Avaya Aura® Communication Manager Administration

40.00 hours

Exam

3100

Avaya Aura® Communication Manager Administration Exam

1.50 hours

Maintenance and Troubleshooting courses and exams:

Classroom 5U00040I

Avaya Aura Communication Manager Maintenance and Troubleshooting

40.00 hours

Avaya Aura Communication Manager Messaging Embedded, Administration, Maintenance and Troubleshooting Please choose one of the following:

Classroom

5M00050I

Avaya Aura Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting Avaya Aura Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting

 

24.00 hours

V-Classroom

5M00050V

 

24.00 hours

Assessment

5M00050A

Avaya Aura® Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting Avaya Aura® Communication Manager and CM Messaging

 

1.00 hour

Exam

3101

1.75 hours

7.2 Unified Communications ACIS - Avaya Aura® Conferencing - Standard Edition (ACIS - 6304) Take

7.2 Unified Communications

ACIS - Avaya Aura® Conferencing - Standard Edition (ACIS - 6304)

Take this Exam to earn the Avaya Aura® Conferencing - Standard Edition Credential:

 

Exam

6304

Avaya Aura® Conferencing - Standard Edition Implementation Exam

1.75 hours

ACSS - Avaya Aura® Conferencing (7.x) (ACSS – 3202)

 

To earn the ACSS - Avaya Aura® Conferencing (7.x) credential:

 

V-Classroom

5U00120V

Avaya Aura® Conferencing 7.x Implementation, Maintenance, and Troubleshooting

40.00 hours

Exam

3202

Coming soon - Avaya Aura® Conferencing (R7.x) Implementation and Maintenance Exam

ACSS - Avaya Aura® Messaging (ACSS - 3203)

 

To earn the courses the 3203 ACSS - Avaya Aura® Messaging credential:

 

Implementation Course

 

V-Classroom

5C00062V

Avaya Aura Messaging Implementation

24.00 hours

Administration, Maintenance and Troubleshooting Course

V-Classroom 5C00063V

Avaya Aura Messaging Administration, Maintenance and Troubleshooting

28.00 hours

Exam

3203

Avaya Aura® Messaging Implementation and Maintenance Exam

1.75 hours

ACSS - Avaya Aura® Session Manager and System Manager (ACSS - 3101)

 

To earn the ACSS - Avaya Aura® Session Manager and System Manager credential:

 

Web

5U00106W

Avaya Aura® System Manager Overview

1.50 hours

Web

5U00105W

Avaya Aura® Session Manager Overview

4.00 hours

Please choose either: 1) both virtual Instructor-led courses (5U00095V and 5U00096V) or 2) the Instructor Led course (5U00097I):

V-Classroom

5U00095V

Avaya Aura® System Manager Implementation, Administration Maintenance and Troubleshooting Avaya Aura® Session Manager Implementation, Administration Maintenance and Troubleshooting Avaya Aura® Session and System Manager Implementation. Administration Maintenance and Troubleshooting Avaya Aura Session Manager and System Manager Implementation and Maintenance Exam

16.00 hours

V-Classroom

5U00096V

64.00 hours

Classroom

5U00097I

80.00 hours

Exam

3102

1.75 hours

7.2 Unified Communications ACIS - CallPilot® (ACIS - 6303) To earn the 6303 ACIS -Avaya

7.2 Unified Communications

ACIS - CallPilot® (ACIS - 6303)

To earn the 6303 ACIS -Avaya CallPilot® credential:

 

Classroom

0329C

Avaya CallPilot 5.0 Installation and Configuration

40.00 hours

Exam

7303

Avaya CallPilot™ Implementation Exam

1.50 hours

ACSS - CallPilot® (ACSS - 3205)

 

To earn the 6303 ACIS - Avaya CallPilot® credential

 

Implementation course and exams:

 

Learning Link

ACIS - Avaya CallPilot® Credential

Exam

7303

Avaya CallPilot™ Implementation Exam

1.50 hours

To earn the 3205 ACSS - Avaya CallPilot® credential:

Administration Course

 

Classroom

0327C

Avaya CallPilot 5.0 System Administration and Applications

40.00 hours

Implementation Course

 

Classroom

0329C

Avaya CallPilot 5.0 Installation and Configuration

40.00 hours

Exam

7304

Avaya CallPilot® Maintenance Exam

1.50 hours

7.2 Unified Communications ACIS – Avaya Communications Server 1000 for Avaya Aura® (ACIS - 6005)

7.2 Unified Communications

ACIS – Avaya Communications Server 1000 for Avaya Aura® (ACIS - 6005)

To earn the courses the 6005 ACIS - Avaya Communication Server 1000 for Avaya Aura® credential:

 

Option 1: Take these courses if you are new to this product:

Web

6374W

Avaya Communication Server 1000 UCM Architecture Fundamentals

8.00 hours

Choose one of these two:

 

V-Classroom

0200F

Meridian 1 and Communication Server 1000 7.0 Familiarization Meridian 1 and Avaya CS 1000 7.5 Familiarization

16.00 hours

Classroom

0200C

16.00 hours

Choose one of these two:

 

V-Classroom

6351X

Avaya Communication Server (CS) 1000 7.5 System Administration & Management Avaya Communication Server 1000 7.5 System Administration & Management

24.00 hours

Classroom

6351C

24.00 hours

Classroom

6376C

Avaya Communication Server 1000E Release 7.5 Implementation and Upgrade

40.00 hours

Option 2: Take this course if you have had previous training or knowledge up to Release 6.0:

Classroom 9U00166I

CS 1000 Upgrade and Avaya Aura Integration Boot Camp

40.00 hours

Option 3: Take this course if you have had previous training or knowledge up to Release 7.0:

V-Classroom 6380F

What’s New with Avaya Communication Server 1000 Release 7.5

8.00 hours

Exam

7003

Avaya Communication Server 1000 for Avaya Aura® Implementation Exam

1.50 hours

ACSS - Avaya Communications Server 1000 for Avaya Aura® (ACSS - 3105)

 

To earn the courses the 6005 ACIS - Avaya Communication Server 1000 for Avaya Aura® credential:

 

Learning Link

ACIS - Avaya Communication Server 1000 for Avaya Aura® Implementation Credential Avaya Communication Server 1000 for Avaya Aura® Implementation Exam

Exam

7003

1.50 hours

To earn the 3105 ACSS - Avaya Communication Server 1000 for Avaya Aura® credential:

Maintenance Courses:

 

Option 1: Take these courses if you are new to this product:

 

Classroom

0956C

Avaya Communication Server 1000 IP BARS/NARS Avaya CS 1000 7.5 Dialing Plan Design and IP Peer Networking

40.00 hours

Classroom

0781C

40.00 hours

Option 2: Take this course if you have had previous training or knowledge up to Release 6.0 and 7.0:

Classroom 9U00166I

CS 1000 Upgrade and Avaya Aura Integration Boot Camp

40.00 hours

Exam

7004

Avaya Communication Server 1000 for Avaya Aura® Maintenance Exam

1.75 hours

7.2 Unified Communications ACSS - Avaya one-X® UC Soft Clients (ACSS-3104) To earn the ACSS

7.2 Unified Communications

ACSS - Avaya one-X® UC Soft Clients (ACSS-3104)

To earn the ACSS - Avaya one-X® UC Soft Clients credential:

 

Web

4U00022W

Web Based Course: one-X® Communicator Basic Feature Set Implementation

4.00 hours

Web

ATC00386WEN

Avaya one-X Mobile - Extension To Cellular

2.00 hours

Please choose either 1) Virtual Instructor-led course (5U00070V) or 2) Instructor-led (5U00070I):

V-Classroom 5U00070V

Avaya one-X® Client Enablement Services Implementation and Maintenance Avaya one-X® Client Enablement Services Implementation and Maintenance

40.00 hours

Classroom

5U00070I

40.00 hours

Exam

3104

Avaya one-X® UC Soft Clients Implementation and Maintenance Exam

1.75 hours

ACSS - Avaya Modular Messaging with Avaya Message Store (ACSS - 3200)

 

To earn the courses the 3200 ACSS -Avaya Aura® Messaging credential:

 

Implementation Courses and Exams:

 

Classroom

ATI01139IEN

Avaya Modular Messaging Implementation for Avaya Message Store

24.00 hours

Assessment

ATI01139AEN

Avaya Modular Messaging Implementation for Avaya Message Store Assessment

0.50 hours

Classroom

ATI01140IEN

Avaya Modular Messaging Single Server Implementation

8.00 hours

Assessment

ATI01140AEN

Avaya Modular Messaging Single Server Implementation Assessment

0.50 hours

Administration Course and Exam:

 

Classroom 1M00101I

Avaya Modular Messaging MSS Administration

24.00 hours

Assessment

1M00101A

Avaya Modular Messaging MMS Administration Assessment

1.00 hour

Exam

3200

Avaya Modular Messaging with Avaya Message Store Implementation and Maintenance Exam

1.75 hours

ACSS - Radvision Scopia® Solution (ACSS - 3103)

 

To earn the ACSS - Radvision Scopia Solution credential:

 

Classroom

0U00430I

Radvision Scopia® Solution for Video Communications

40.00 hours

Exam

3103

Coming Soon: 3103 - Radvision Scopia® Solution for Video Communications Exam

7.3 Contact Center ACIS - Avaya Aura® Contact Center (ACIS - 6202) To earn 6202

7.3 Contact Center

ACIS - Avaya Aura® Contact Center (ACIS - 6202)

To earn 6202 ACIS - Avaya Aura® Contact Center Implementation credential:

Avaya Aura® Contact Center Implementation credential - Please choose one of the following courses and the related assessment test.

Web

3615W

Configure Avaya Communication Server 1000 for Avaya Aura® Contact Center

3.50 hours

Assessment

3615J

Configure Avaya Communication Server 1000 for Avaya Aura® Contact Center Assessment

0.50 hours

Web

3616W

Configure Avaya Aura® Communication Manager for Avaya Aura® Contact Center

3.50 hours

Assessment

3616J

Configure Avaya Aura™ Communication Manager for Avaya Aura® Contact Center Assessment

0.50 hours

Avaya Aura® Contact Center Implementation - Please choose one of the following:

Classroom

3608C

Avaya Aura Contact Center Installation and Commissioning

40.00 hours

Classroom

3621C

Avaya Aura Contact Center Installation, Configuration and Scripting Essentials

80.00 hours

Exam

6202

Avaya Aura® Contact Center Implementation Exam

1.50 hours

7.3 Contact Center ACSS - Avaya Aura® Contact Center (ACSS 3300) To earn the 3300

7.3 Contact Center

ACSS - Avaya Aura® Contact Center (ACSS 3300)

To earn the 3300 ACSS - Avaya Aura® Contact Center credential, take the the following courses and exams:

Maintenance and Troubleshooting courses and exam:

Avaya Aura® Contact Center - Please choose the 5C00012I OR the 5C00010I and 5C00011I courses

Classroom

5C00012I

Avaya Aura® Contact Center Maintenance and Troubleshooting Boot Camp

40.00 hours

OR

Classroom

5C00010I

Avaya Aura Contact Center Maintenance

32.00 hours

Classroom

5C00011I

Avaya Aura Contact Center Troubleshooting

32.00 hours

Exam

3301

Avaya Aura® Contact Center Maintenance and Troubleshooting Exam

1.75 hours

Administration courses and exams:

 

Avaya Aura® Contact Center - Please choose the 3609C or the 3609X and the 3610C, OR the 3621C course

 

Classroom

3609C

Avaya Aura Contact Center Administration

40.00 hours

V-Classroom

3609X

Avaya Aura® Contact Center Administration

40.00 hours

Classroom

3610C

Avaya Aura® Contact Center - Orchestration Designer Scripting

40.00 hours

OR

Classroom

3621C

Avaya Aura Contact Center Installation, Configuration and Scripting Essentials

80.00 hours

Exam

3300

Avaya Aura® Contact Center Administration Exam

1.75 hours

Implementation courses and exams:

 

Learning Link

ACIS - Avaya Aura® Contact Center (ACIS - 6202)

Exam

6202

Avaya Aura® Contact Center Implementation Exam

1.50 hours

Learning Link

ACIS - Avaya Aura® Contact Center CCT and Multimedia (ACIS - 6209)

Exam

6209

Avaya Aura® Contact Center CCT and Multimedia Implementation Exam

1.50 hours

7.3 Contact Center ACSS - Avaya Aura® Call Center Elite (ACSS - 3304) To earn

7.3 Contact Center

ACSS - Avaya Aura® Call Center Elite (ACSS - 3304)

To earn 3304 ACSS - Avaya Aura® Call Center Elite Implementation Credential, take the following courses and exams:

 

Administration course and exam:

 

Classroom 5U00041I

Avaya Aura® Communication Manager Administration

40.00 hours

Exam

3100

Avaya Aura® Communication Manager Administration E

1.50 hours

Implementation course and exam:

 

Avaya Aura® Call Center Elite Implementation and Configuration - Please choose one of the following:

 

Classroom

5C00091I

Avaya Aura® Call Center Elite Implementation and Configuration Avaya Aura® Call Center Elite Implementation and Configuration

32.00 hours

V-Classroom

5C00091V

32.00 hours

Exam

3304

Avaya Aura® Call Center Elite Implementation and Maintenance Exam

1.75 hours

ACIS - Avaya Aura® Call Center Elite and Avaya Call Management System (ACIS - 6201)

 

To earn 6201 ACIS - Avaya Aura® Call Center Elite and Avaya Call Management System Implementation Credential:

 

Avaya Aura® Call Center Elite Implementation and Configuration - Please choose one of the following:

Classroom

5C00091I

Avaya Aura® Call Center Elite Implementation and C Avaya Aura® Call Center Elite Implementation and C

32.00 hours

V-Classroom

5C00091V

32.00 hours

Avaya Call Management System Installation and Maintenance - Please choose one of the following:

Classroom

ATI00685IEN

Call Management System Installation & Maintenance Call Management System Installation & Maintenance

16.00 hours

V-Classroom

ATI00684VEN

16.00 hours

Exam

6201

Avaya CC on Communication Manager and Call Management Implementation Exam

2.00 hours

ACIS - Avaya Aura® Contact Center CCT and Multimedia (ACIS - 6209)

 

To earn 6209 ACIS - Avaya Aura® Contact Center CCT and Multimedia Credential

 

Classroom

3608C

Avaya Aura Contact Center Installation and Commissioning

40.00 hours

Classroom

3607C

Avaya Aura Contact Center Multimedia Implementation

24.00 hours

Exam

6209

Avaya Aura® Contact Center CCT and Multimedia Implementation Exam

1.50 hours

7.3 Contact Center ACIS - Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring (ACIS

7.3 Contact Center

ACIS - Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring (ACIS - 6207) (Retiring 10/20/12)

To earn the 6207 ACIS - Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring Credential, take these courses:

 

OPTION 1: New to Avaya Aura® Contact Recording and Quality Monitoring as well as experienced Avaya NES CRQM 6.5/7.0, take this course.

Classroom 3622C

Avaya Aura Contact Recording and Avaya Aura Quality Monitoring Installation and Configuration

40.00 hours

OPTION 2: For those Certified to install and support Avaya Aura® Contact Recording 10.0 / QM 10.0, take these courses:

Web

3625W

Avaya Aura Workforce Optimization Implementation Delta from Avaya Contact Recording 10.0 to 10.1

3.00 hours

Web

3630W

Avaya Aura Workforce Optimization Implementation Delta from Avaya Quality Monitoring 10.0 to 10.1

3.00 hours

Exam

6207

Avaya Aura Contact Recording and Avaya Aura Quality Monitoring Implementation Exam

1.75 hours

ACSS - Avaya Contact Recording and Avaya Quality Monitoring (ACSS – 3306)

 

To earn the ACSS - Avaya Contact Recording and Avaya Quality Monitoring credential:

 

Implementation courses and exams:

 

Web

5C00636W

Avaya Contact Recording and Avaya Quality Monitoring Administration Avaya Contact Recording and Avaya Quality Monitoring Installation and Configuration

6.00 hours

Classroom

3622C

40.00 hours

Administration courses and exams:

 

Classroom 3623C

Avaya Contact Recording and Avaya Quality Monitoring Administration

40.00 hours

Maintenance and Troubleshooting courses and exams:

Classroom 5C00637I

Avaya Contact Recording and Avaya Quality Monitoring Maintenance and Troubleshooting

24.00 hours

Exam

3306

Coming Soon: Avaya Contact Recording and Avaya Quality Monitoring Implementation and Maintenance Exam

7.3 Contact Center ACSS - Avaya Aura® Experience Portal with Proactive Outreach Manager (ACSS -

7.3 Contact Center

ACSS - Avaya Aura® Experience Portal with Proactive Outreach Manager (ACSS - 3305)

To earn the 3305 ACSS - Avaya Aura® Experience Portal with Proactive Outreach Manager Implementation and Maintenance credential, take these courses:

Administration courses:

 

Web

4C00101W

Avaya Aura® Experience Portal Administration

4.00 hours

Web

4C00074W

Avaya Proactive Outreach Manager (POM) Administration and Configuration

Implementation courses:

Avaya Aura® Experience Portal with Proactive Outreach Manager - Please choose one of the following:

 

Classroom

4C00100I

Avaya Aura® Experience Portal Implementation Avaya Aura® Experience Portal Implementation

40.00 hours

V-Classroom

4C00100V

40.00 hours

Maintenance and Troubleshooting courses:

Avaya Aura® Experience Portal with Proactive Outreach Manager - Please choose one of the following:

Classroom

5C00090I

Avaya Aura® Experience Portal, Avaya Aura® Orchestration Designer and Avaya Proactive Outreach Manager Troubleshooting Avaya Aura® Experience Portal, Avaya Aura® Orchestration Designer and Avaya Proactive Outreach Manager Troubleshooting

 

24.00 hours

V-Classroom

5C00090V

 

24.00 hours

Exam

3305

Avaya Aura® Experience Portal with POM Implementation and Maintenance Exam

1.75 hours

ACSS - Avaya Workforce Management (ACSS – 3307)

 

To earn the ACSS- Avaya Workforce Management credential:

 

Implementation and Maintenance courses and exams:

Classroom 5C00639I

Avaya Workforce Management Implementation & Maintenance

40.00 hours

Exam

3307

Coming Soon - Avaya Workforce Management Implementation and Maintenance Exam

ACSS - Avaya Contact Center Control Manager (ACSS - 3302)

 

To earn 3302 ACSS - Avaya Contact Center Control Manager Credential, take this course:

 

V-Classroom

4C00070V

Avaya Contact Center Control Manager Implementation and Maintenance

40.00 hours

Exam

3302

Avaya Contact Center Control Manager Implementation Exam

1.75 hours

.

7.3 Contact Center ACIS - Avaya Interaction Center (ACIS - 6205) To earn the 6205

7.3 Contact Center

ACIS - Avaya Interaction Center (ACIS - 6205)

To earn the 6205 ACIS - Avaya Interaction Center Credential, take this course:

 

Choose an Instructor-Led or a Virtual Instructor-Led course:

Classroom

ATA01820IEN

IC Planning and Implementation IC Planning and Implementation

40.00 hours

V-Classroom

ATA01820VEN

40.00 hours

Exam

6205

Avaya Interaction Center Implementation Exam

1.75 hours

ACSS - Avaya Proactive Contact (ACSS - 3303)

 

To earn the 3303 ACSS - Avaya Proactive Contact Implementation and Maintenance credential, take these courses:

 

Implementation, Maintenance, Troubleshooting courses and exam:

Avaya Aura® Proactive Contact - Please choose one of the following:

Classroom

ATA00781IEN

Avaya Proactive Contact 5.0 Implementation & Configuration Avaya Proactive Contact 5.0 Implementation & Configuration

40.00 hours

V-Classroom

ATA00781VEN

40.00 hours

Administration courses and exam:

 

Avaya Aura® Proactive Contact - Please choose one of the following:

 

V-Classroom

4C00072V

Avaya Proactive Contact 5.0 Basic System Supervisor Avaya Proactive Contact 5.0 Basic System Supervisor

24.00 hours

Classroom

AVA00989H00

24.00 hours

Avaya Aura® Proactive Contact - Please choose one of the following:

V-Classroom

4C00073V

Avaya Proactive Contact 5.0 Advanced System Supervisor Avaya Proactive Contact 5.0 Advanced System Supervisor

16.00 hours

Classroom

AVA00990H00

16.00 hours

Exam

3303

Avaya Proactive Contact Implementation and Maintenance Exam

2.00 hours

7.4 Networking ACSS - Avaya Ethernet Routing Switch (ACSS – 3600) To earn the ACSS

7.4 Networking

ACSS - Avaya Ethernet Routing Switch (ACSS – 3600)

To earn the ACSS - Avaya Ethernet Routing Switch credential:

 

Maintenance and Troubleshooting courses and exams:

Converged Campus: ERS Solution Installation and Configuration - Please choose one of the following:

V-Classroom

6721X

Converged Campus: ERS Solution Installation and Configuration Converged Campus: ERS Solution Installation and Configuration

40.00 hours

Classroom

6721C

40.00 hours

V-Classroom

7D00067V

Network Management and Policy Services

16.00 hours

ERS8800/8600/8300 Advanced Configuration and Maintenance - Please choose one of the following:

V-Classroom

6722X

ERS 8800/8600/8300 Advanced Configuration and Maintenance Avaya ERS 8600/8300/1600 Advanced Configuration and Maintenance

40.00 hours

Classroom

6722C

40.00 hours

V-Classroom

5D00115V

Avaya VENA Enterprise Fabric Implementation

24.00 hours

Exam

3600

Avaya Ethernet Routing Switch Implementation and Maintenance Exam

1.75 hours

ACIS - Avaya Virtual Services Platform 9000 (ACIS - 6102)

 

To earn the ACIS - Avaya Virtual Services Platform 9000 credential:

 

Choose an Instructor-Led or a Virtual Instructor-Led course:

V - Classroom

6782X

Avaya Virtual Services Platform 9000 Installation and Configuration Avaya Virtual Services Platform 9000 Installation and Configuration

40.00 hours

Classroom 6782C

40.00 hours

Exam

6102

Avaya Virtual Services Platform 9000 Implementation Exam

1.50 hours

7.4 Networking ACSS - Avaya Virtual Services Platform 9000 (ACSS - 3601) To earn the

7.4 Networking

ACSS - Avaya Virtual Services Platform 9000 (ACSS - 3601)

To earn the ACSS - Avaya Virtual Services Platform 9000 credential:

 

Implement courses and exams:

 

Virtual Services Platform 9000 Installation, choose an Instructor-Led or a Virtual Instructor-Led course:

 

V-Classroom

6782X

Avaya Virtual Services Platform 9000 Installation and Configuration Avaya Virtual Services Platform 9000 Installation and Configuration

40.00 hours

Classroom

6782C

40.00 hours

Exam

6102

Avaya Virtual Services Platform 9000 Implementation Exam

1.50 hours

Maintenance and Troubleshooting courses and exams:

Virtual Services Platform 9000 Advanced Maintenance, choose an Instructor-Led or a Virtual Instructor-Led course:

V-Classroom 6783X

Avaya Virtual Services Platform 9000 Advanced Maintenance and Troubleshooting Avaya Virtual Services Platform 9000 Advanced Maintenance and Troubleshooting

32.00 hours

Classroom

6783C

32.00 hours

V-Classroom

7D00067V

Network Management and Policy Services

16.00 hours

V-Classroom

5D00115V

Avaya VENA Enterprise Fabric Implementation

24.00 hours

Exam

3601

Avaya Virtual Services Platform 9000 Maintenance and Troubleshooting Exam

1.75 hours

ACSS - Avaya Virtualization Provisioning Service (ACSS - 3603)

 

To earn the ACSS - Avaya Virtualization Provisioning Service (VPS) credential:

 

V-Classroom

7D00066V

Avaya COM and VPS Implementation and Management

24.00 hours

Exam

3603

Avaya Virtualization Provisioning Service Implementation and Maintenance Exam

1.50 hours

7.4 Networking ACSS - Avaya VPN Gateway (ACSS - 3602) To earn the ACSS -

7.4 Networking

ACSS - Avaya VPN Gateway (ACSS - 3602)

To earn the ACSS - Avaya VPN Gateway credential:

 

Avaya VPN Gateway Configuration and Management

V-Classroom 7956X

Avaya VPN Gateway Configuration and Management

40.00 hours

Exam

3602

Avaya VPN Gateway Implementation and Maintenance Exam

1.50 hours

ACIS - Avaya Wireless LAN (ACIS - 6104)

 

To earn the ACIS - Avaya Wireless LAN credential:

 

V-Classroom

6769X

Avaya Wireless LAN 8100 Implementation and Management

24.00 hours

Exam

6104

Avaya Wireless LAN Implementation Exam

1.50 hours

Appendix A - ACIS and ACSS Knowledge and Skills Matrices ACIS ACSS This credential certifies

Appendix A - ACIS and ACSS Knowledge and Skills Matrices

ACIS

ACSS

This credential certifies that the candidate has a basic-to-intermediary level of technical proficiency necessary to install and implement Avaya products.

This credential certifies that the candidate has an advanced level of technical proficiency necessary to deliver installation, configuration, administration, maintenance and troubleshooting support for Avaya products.

Qualified candidates typically have a minimum of 2 years experience in the relevant technologies and up to 1 year of experience in implementing the Avaya product. The candidate can apply knowledge and skills to:

Qualified candidates typically have a minimum of 4 years experience in the relevant technologies and up to 2 years experience in supporting the Avaya product. The candidate can apply knowledge and skills to:

Demonstrate knowledge of the preparation required for the implementation

Demonstrate product architecture knowledge (components, features and functions)

Install the product hardware and software

Configure the product for hand-off to Day 2 administration

Install the product hardware and software

Test, validate, and troubleshoot the implementation

Test, validate, and troubleshoot the implementation

Configure the product for hand-off to Day 2 administration

Administer, maintain, and troubleshoot intermediate to advanced configurations

Interpret and resolve customer technical issues related to the products and components

Preparing to implement

Product Architecture Evaluate design/configuration implications and issues regarding system configurations:

1. Determine what information needed from an internal or external project kickoff meeting

2. Gather the data needed for the implementation

1. Management element

3. Prepare your laptop with the appropriate access software tool

2. Routing / Traffic / Call flows / Protocols / Quality of Service

4. Locate the latest application patch or firmware

3. Impact on services and features

5. Locate the appropriate software/operating system for the order

6. Perform any pre-registration that is necessary

Implementation of the product Complete and support Day1 implementation tasks:

7. Analyze licensing requirements

8. Document the type of phones ordered

1. Demonstrate knowledge of the preparation required for the implementation

9. Insure protocol for phone is supported

2. Install the product hardware and software

10. Determine who is responsible for installation

3. Configure the product for hand-off to Day 2 administration

4. Test, validate, and troubleshoot the implementation

ACIS ACSS Install Hardware and Software Administration of the product Apply administration as it relates

ACIS

ACSS

Install Hardware and Software

Administration of the product Apply administration as it relates to core components:

1. Perform an inventory of the equipment

2. Unpack and prepare the equipment

1. Use administration user interfaces, tools, and utilities

3. Mount product / gateway in a rack (as applicable)

2. Understand file structure and database

4. Mount product / server in a rack (as applicable)

3. Manage user accounts, IDs, and privileges

5. Add memory or other necessary hardware configuration (based on application)

4. Manage physical and logical devices

5. Manage components (state and status)

6. Load the appropriate software (bundle, Communication Manager, operating system, and/or application software)

6. Collect and manage administrative data

7. Troubleshoot administration issues

Configure the Software/Firmware

Maintenance of the product Define maintenance as it applies to the core components:

1. Configure the product base server via web browser

2. Configure the base server via CLI

1. Performance Optimization

3. Load license and authentication files

2. Security

4. Create the necessary logins

3. Apply engineering guidelines for tolerances, limits and standards

5. Configure the product / gateway

4. Alarms

6. Setup remote access into <product/solution>

5. Upgrades & Migrations

6. Backups & restore

Test and Validate the Implementation

7. MACs

1. Perform application acceptance testing

2. Register the license file for product

Troubleshooting the product Apply troubleshooting as it applies to the core components:

3. Test the alarms

4. Demonstrate and perform a backup to an external device with the customer

1. Use fault-management user interfaces, tools, and utilities

2. Collect, manage, and analyze fault data

5. Dialog and document procedures for disaster recovery, administration support and remote support Telephone numbers/URL with customer.

3. Generate and interpret reports and log files

4. Monitor/Interpret status and fault indicators

6. Perform a follow up call or email within 5 to 10 days after cutover

5. Perform emergency recovery

6. Isolate and troubleshoot faults

Diagnose Installation Problems

7. Clear alarms

1. Analyze a hardware installation that fails

2. Analyze a failed software installation 3. Analyze a problem in the hardware, software, endpoints and application configurations.

(End of document)