Avaya Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of Avaya




Total 95 training courses and degree programs available around the world.

United States - United Kingdom - Canada - Australia - India

Popular courses:
Avaya Aura Communication Manager Administration
Avaya APSS IP Office
Avaya APSS Scopia Solution
Avaya Aura Communication Manager Implementation
Avaya Certified Design Specialist
Avaya Certified Implementation Specialist


Avaya Aura Contact Center Administration

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This course is designed for personnel responsible for administering and managing Avaya Aura® Contact Center Administration. In this course, you will learn how to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. This course covers the CCMA interface and the acquisition of resources. Different methods of system management are discussed, including viewing, creating, and modifying tabular and graphical real time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

Content
1. Contact Center Manager Administration Access
2. Administering CCMA Resources
3. Threshold Classes
4. Call Presentation Classes
5. Skillsets
6. Contact Center Management: Agents and Supervisors
7. Contact Center Management: View
8. Contact Center Management: Assignments
9. Bulk Load Data Configuration... [Read More]

Avaya Aura Contact Center Support

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

1. Maintenance and Troubleshooting
2. SIP Basics
3. Avaya Aura Contact Center System Engineering
4. Troubleshooting Tools and Procedures
5. Avaya Aura Contact Center System Security
6. Troubleshooting Security Issues
7. Troubleshooting Voice Issues
8. Troubleshooting Multimedia Issues
9. Troubleshooting Maintenance and Administration Issues
10. Avaya Aura Contact Center Performance Optimization
11. Avaya Aura Contact Center Adds, Moves, and Changes
12. Avaya Aura Contact Center Upgrades and Migrations
Labs
Lab 1: SIP Avaya Aura Contact Center Route Points
Lab 2: SIP Avaya Aura Contact Center Media Servers
Lab 3: SIP Avaya Aura Contact Center Media Services and Routes
Lab 4: SIP Avaya Aura Contact Center Supervisor and Agent SIP
Properties
Lab 5: Troubleshoot MAC Address Mismatch between License File and
NIC
Lab 6: Manually Invoke mapvicheck.exe
Lab 7: Using the Event Logs on Co-Resident CCMA/CCMS/CCT
Lab 8: Use the Trace Control Utility
Lab 9: Use the Log Archiver Utility
Lab 10: Using the AMS Element Manager
Lab 11: Test Network Connectivity with P... [Read More]

Avaya Aura Contact Center Implementation

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

In this course, you will learn Avaya Aura® Contact Center deployment in SIP and AML environments for connectivity with CS 1000 and Avaya Aura SIP platforms.

This course is designed for personnel responsible for installing and configuring Avaya Aura® Contact Center in a SIP environment. In the course, you will perform pre-installation tasks and install a Voice and Multimedia Contact Server for a SIP-enabled Avaya Aura Unified Communications platform. You will perform commissioning tasks on the Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit, and Avaya Aura Agent Desktop components. You will also install and configure Avaya Media Server, Orchestration Designer, Agent Desktop Displays, and user client software. You will perform system backup and restore and implement the High Availability feature.

Content
1. AACC SIP-Enabled Contact Center Overview
2. Installing the Contact Center Manager Server
3. Adding and Configuring Contact Center Manager Administration
4. Installing and Commissioning Communication Control Toolkit Software and Avaya Aura® Agent Desktop
5. Configuring AACC ... [Read More]

Avaya Aura Contact Center Orchestration Designer Scripting Administration

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V


In this course, you learn how to plan for, create, manage, and administer applications (scripts and flows) using the basic script commands and elements in the Orchestration Designer tool, available with Avaya Aura Contact Center - Manager. You will learn to combine commands, intrinsics, and expressions to design and develop Contact Center - Manager applications (scripts and flows), and you will learn scripting through live SIP- and AML-based systems connected to CS 1000 and Aura ME platforms.

Content
1. Overview
2. Application Variables
3. Intrinsics and Expressions
4. Creating Applications using Scripting Commands and Blocks
5. Handling Unscheduled Closures and Failed Conditions
6. Host Data Exchange
7. Final Project
8. Troubleshooting and Interpretation
9. Flow Charts and Handouts
Appendix: Voice Processing Variables and Commands in AML Environment
Labs
Lab 1: Download and Install OD
Lab 2: Create a CCMA and CCMS within Orchestration Designer
Lab 3: Basic Functions When Working with a Flow Application and a
Script Application
Lab 4: Synchronization Process
Lab 5: Manag... [Read More]

Avaya Aura Contact Center CCT and Multimedia Implementation

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This course covers the implementation of Avaya Aura® Contact Center Multimedia. The course is designed for individuals responsible for the installation, maintenance and configuration of Avaya Aura® Contact Center Multimedia and those attempting to earn the ACIS - Avaya Aura® Contact Center Multimedia credential.

Avaya Aura Contact Center Overview and Communication Control Toolkit Architecture
Contact Center Multimedia Architecture
Install Contact Center Multimedia
Configure Contact Center Manager for Contact Center Multimedia
Avaya Aura Agent Desktop with Email and Outbound Contacts
Outbound Campaign Configuration
Contact Center Multimedia Email Configuration
Multimedia Web Communications Overview
Additional Contact Center Multimedia Administration Tasks
Monitor Contact Center Multimedia Contacts
Maintain Contact Center Multimedia
Labs
Lab 1. Pre-Installation Tasks (Contact Center Manager Server)
Lab 2: Pre-Installation Tasks (Contact Center Multimedia server)
Lab 3: Install Contact Center Multimedia
Lab 4: Post-Installation Contact Center Multimedia Commissioning
Lab 5: Configure... [Read More]

Avaya Aura Communication Manager Fundamentals

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Upon completion of this course youwill be able to:
Describe Avaya Aura?

Describe how to configure an IP telephone and softphone

Install and configure Avaya Aura?Communication Manager and Communication Manager Messaging

Install a Service Pack on an S8xxx Server

Administer Avaya Site Administration (ASA)

Discuss a new messaging subscriber

Create a call coverage path that sends unanswered calls to the Voice Mailbox

Describe a call center

Describe an IP network region

Calculate traffic using the Erlang scientific method

Calculate network bandwidth to support the anticipated traffic

Identify maintenance and alarms using Avaya documentation

CS 1000 Upgrade and Avaya Aura Integration Bootcamp

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This course provides the knowledgeable Avaya CS 1000 technician with instruction on upgrading/migrating a network of CS 1000 systems and integrating with Avaya Aura System Manager and Avaya Aura Session Manager. In addition, this course covers the implementation of SIP Line Gateway and IP Media Services.

After this course you will be able to:
Upgrade an existing CS 1000 Release 6.0 IP Peer Network to CS 1000 Release 7.5 integrating Aura System and Aura Session Manager
CS1K Release 7.x features and functions
Enable UCM services on the Avaya Aura System Manager
Migrate the UCM primary security server database to System Manager
Migrate the CS 1000 NRS database to the Avaya Aura Session Manager
Upload CS 1000 applications to the deployment server
Perform one-touch upgrades on CS 1000 6.0 Linux servers to 7.5
Load software on Linux-based servers using NFS
Enable and configure SIP Line Gateway and SIP clients
Deploy and provision IP Media Services

Avaya Aura Session Manager for System Administrators

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Avaya Learning&,#146,s Virtual Campus empowers learners anywhere, anytime with complete, interactive training solutions unlocking the full value of Avaya technology. Prepare to learn and practice skills while sharing information in our socially immersive environment.

Learn how to navigate and best utilize the learning materials available in the Avaya Learning Virtual Campus by attending one of our weekly Introductory Sessions.

Enrolled students have 12 months unlimited access to all content referenced below. Students are notified by email when learning materials are refreshed or new content is added during their enrollment. Please note Certification Exams delivered by authorized Pearson Vue testing centers and the allowed testing time are NOT included in this Knowledge Access.

Content

Describe the purpose and function of System Manager and Session Manager.

Describe how System Manager is deployed.

Describe the primary role of Session Manager within a network.

Summarize the way Session Manager integrates different phone systems through SIP entities.

Describe the function of the Sessio... [Read More]

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

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This foundation-level course is the starting point for your Communication Server 1000 (CS 1000) 7.5 training. Through presentations and interactive practices, you will learn how to use the system management tools to perform basic system administration and management tasks. This course emphasizes using Element Manager for a CS 1000 system running on a Linux platform, and it assumes the system is fully installed and operational.

Day 1
System Management Fundamentals
Element Manager
Access Restrictions
Dial Plan Implementation

Day 2
Customer Administration
Telephone Administration
List Manager

Day 3
Subscriber Manager
Corporate Directory
IP Phone Features
Routes and Trunks
Traffic Reporting
Work Project
Review and Summary

Avaya Aura Communication Manager and Communication Manager Messaging Support

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Learn about troubleshooting and maintenance for Avaya Aura Communication Manager in this course. You will focus on Communication Manager Release 6.3 and the complementary Avaya Aura products: Communication Manager Messaging, Utility Server, and System Platform.

Topics you will cover include: Maintaining Communication Manager firmware, software, and service packs, Managing the backup and restore function, and Diagnosing and troubleshooting hardware faults, software alarms, and events.

Lab exercises simulate common hardware and software fault conditions providing you an opportunity to troubleshoot those faults as well as common administration problems. Related courseware references and embedded documentation supplement your training.

1. CM Advanced Architecture
CM Server and Platforms
CM Internal Architecture
CM Locations
CM IMS Behaviors
Call Processing Architecture
H.323 and Network Regions
Lab Exercise
Trunk Architecture

2. CM Support Basics
Tech Support Common Practices
Common CM Issues and Resolutions

3. CM Inherent Support Tools
Alarms and Errors
Read More]

Avaya Aura Communication Manager Administration

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

In this course, you will learn to perform Communication Manager (CM) administration tasks. You will cover basic features and functions, creating a dial plan, setting up class of service (COS) and class of restrictions (COR), administering endpoints, performing system maintenance, and generating system reports. This course addresses CM release R5.2x through R6.3.

Communication Manager System
Communication Manager (CM)
Hardware
Duplication and survivability
Interfaces for administrationSystem Management Interface (SMI)
License settings in the lab

Administration of CM
System Access Terminal (SAT) command structure
Determine CM software release
Capacity limits of license

Managing Endpoints
Endpoints
Adding digital and analog endpoints

Basic Features
Feature Access Code (FAC) list
Terminal Translation Initialization (TTI)
Class of Service (COS)
Console permissions
Class of Restriction (COR)

Enhanced Features
Call park
Station Lock

Group Features
Call Pickup

Maintenance/Security
Alarms and errors
Res... [Read More]

Avaya Aura Session and System Support

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

In this course, you will learn how System and Session Manager are configured and maintained. Lectures and hands-on labs are combined to help you understand and perform day to day operations on both products. You will learn how System Manager users are defined and maintained, how data is imported and exported, how SIP users are configured and registered, how Session Manager routes calls across the SIP network, how both Avaya and third-party applications are networked with Session Manager and more.

Upon completion of this course, participants should be able to:
Describe the purpose and function of Session Manager.
Describe the differences in Heritage Enterprise telephony networks and the IP Multimedia System (IMS).
Describe the Session Manager Architecture.
Identify Session Manager troubleshooting and Maintenance techniques.
Define System Manager User Administration functions and demonstrate their use.
Describe how to associate a System Administration user with a role.
Create custom roles, create groups, and assign both users and permissions to each group.
Describe user authentication and the benefits of Light Wei... [Read More]

Avaya Aura Call Center Elite Implementation and Maintenance

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Learn to administer and configure the system and user features of Avaya Aura Call Center Elite.

Avaya Aura® Call Center Elite features are used to accomplish call routing and vectoring solutions for various business objectives. Through hands-on labs, you will learn to administer a call center using the Avaya Aura Communication Manager.

Objectives
Call center components, concepts, and terms
Perform an initial call center configuration
Administer a dial plan, feature-related system parameters, hunt groups, agents, announcements, and music sources
Avaya Aura Call Center Elite features of Avaya Aura Communication Manager
Create and test call vectors
Avaya&,#146,s call center applications used with Avaya Aura Call Center Elite

Session/System Manager Implementation

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V


The purpose of this course is to provide implementation associates with the skills they need to customize and administer the implementation and maintenance of Session and System Manager. In addition, the course provides the student with the opportunity to practice configuring System and Session Manager.

Day One
Chapter 1: Session Manager Overview
Session Manager Overview
Evolution of the IMS Network
Avaya Aura® Network Architecture
Session Manager Maintenance and Troubleshooting
Chapter 2: System Manager Installation
Hardware Architecture Overview
Pre-Installation
System Platform Installation
System Manager Software Installation
Post-Implementation Testing
Day Two
Chapter 3: Session Manager Installation (Part 1)
Pre-Installation
Base Operating System Installation
Session Manager Software installation
Chapter 4: Session Manager Installation (Part 2)
Network Setup
Serviceability Setup
Post-Implementation Testing
Chapter 5: Session Manager Configuration (Part 1)
Session Manager Core Components
Validating Core Components <... [Read More]

CM/CM Messaging-Embedded Implementation

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V


Learn to install and test the CM Main Embedded, Simplex, Duplex templates and survivable templates for Avaya Aura Communication Manager Release 6.3 in this course. You will administer the templates on the Avaya S8800 and S8300D servers, G450/G650 gateways, IP endpoints, and public line access. Implementation exercises are supported with additional maintenance and troubleshooting information and references to related courseware and documentation.

Objectives
Identify the supported hardware for Communication Manager (CM) Release 6.3. Differentiate the Communication Manager role in large solution configurations when SIP endpoints are used/not used
Describe the required hardware upgrades necessary for select servers. Prepare to implement Avaya Aura Communication Manager by gathering the necessary components prior to installation
Match the Communication Manager (CM) 6.3 templates with the supported servers
Install and configure System Platform on the Avaya supported servers
List and describe the six basic steps for Communication Manager (CM) 6.3 template installation
Install and test the five Avaya Aura Communication Manager templ... [Read More]

IP Office Technical Basic Implementation Workshop

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

1. Avaya IP Office System Overview
Course Overview and Objectives
IP Office Control Units and Expansion Module
Telephone Overview
Start Up Procedure and Default Settings
Application Software
IP Office Manager
System Upgrade
Licensing
IP Office Server Edition

2. Basic Configuration
System Settings
Time Profiles
Extensions and Users
Hunt Groups
Lines and Trunking
Short Codes
Outgoing Call Routing ARS
Incoming Call Routes

3. System SD Card
Embedded Voice Mail
Auto Attendant
Group and User Announcements

4. Branch Solution Overview

5. Application Server Overview

6. User Programming
Button Programming
Agents and Hot Desking
User Rights and Templates
Mobility Call Control and one-X Mobile

7. VoIP Endpoints
LAN and Gatekeeper
Operation of IP Phones
Creating IP Extensions and Users
Configuring SIP Terminals
Configuring SIP Trunks

8. Voicemail Pro Components
Feature Comparisons
Voicemail Pro Interface
Voicemail Client
Structure and Sequen... [Read More]

Avaya Session Border Controller Implementation and Maintenance

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V


In this course, you will install, administer, and maintain Avaya Session Border Controller Enterprise (Avaya SBCE). Through lecture and hands-on labs, you will successfully install the SBCE, support Session Initiation Protocol (SIP) trunking, and administer remote SIP telephone users. In addition, you will perform packet captures, call traces, fault isolation activities, and other maintenance related tasks on the SBCE.

1. Session Border Controller Overview
?What is a Session Border Controller
2. SBC Design and Function
?SBC in the Avaya Enterprise
?VoIP Security Issues
?The SBC Security Solution
3. The Avaya SBC Offer
?The SBC Software Offer
?Supported Hardware - SA and HA
4. SBC Standalone Installation
?Planning the Standalone Implementation
?Installing the Standalone SBC
?Standalone Cabling - Portwell
?Standalone Cabling - Dell
5. SBC High Availability Installation
?Planning the High Availability Implementation
?Installing the High Availability SBC
?High Availability Cabling
6. Configure SIP Trunking
?Configure the SBC for SIP Trunking
?Tr... [Read More]

Avaya Aura Session Manager and System Manager Implementation, Administration, and Support

Course Format: Classroom
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States

Course descriptions about Avaya Aura Session Manager and System Manager Implementation, Administration, and Support is available on request. Please contact Global Knowledge USA by submitting the training request form.

Avaya Aura Contact Center Administration

Course Format: Classroom
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

This course is designed for personnel responsible for administering and managing Avaya Aura® Contact Center Administration. In this course, you will learn how to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. This course covers the CCMA interface and the acquisition of resources. Different methods of system management are discussed, including viewing, creating, and modifying tabular and graphical real time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

Content
1. Contact Center Manager Administration Access
2. Administering CCMA Resources
3. Threshold Classes
4. Call Presentation Classes
5. Skillsets
6. Contact Center Management: Agents and Supervisors
7. Contact Center Management: View
8. Contact Center Management: Assignments
9. Bulk Load Data Configuration... [Read More]

Avaya Aura Contact Center Support

Course Format: Classroom
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

1. Maintenance and Troubleshooting
2. SIP Basics
3. Avaya Aura Contact Center System Engineering
4. Troubleshooting Tools and Procedures
5. Avaya Aura Contact Center System Security
6. Troubleshooting Security Issues
7. Troubleshooting Voice Issues
8. Troubleshooting Multimedia Issues
9. Troubleshooting Maintenance and Administration Issues
10. Avaya Aura Contact Center Performance Optimization
11. Avaya Aura Contact Center Adds, Moves, and Changes
12. Avaya Aura Contact Center Upgrades and Migrations
Labs
Lab 1: SIP Avaya Aura Contact Center Route Points
Lab 2: SIP Avaya Aura Contact Center Media Servers
Lab 3: SIP Avaya Aura Contact Center Media Services and Routes
Lab 4: SIP Avaya Aura Contact Center Supervisor and Agent SIP
Properties
Lab 5: Troubleshoot MAC Address Mismatch between License File and
NIC
Lab 6: Manually Invoke mapvicheck.exe
Lab 7: Using the Event Logs on Co-Resident CCMA/CCMS/CCT
Lab 8: Use the Trace Control Utility
Lab 9: Use the Log Archiver Utility
Lab 10: Using the AMS Element Manager
Lab 11: Test Network Connectivity with P... [Read More]

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