Professional Credential Guide Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS)
August 27, 2012
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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.avayalearning.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.
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Table of Contents 1. 2. 3. 4. 5.
Avaya Professional Credential Program Overview ...................................... 4 Avaya Certified Implementation Specialist (ACIS) Description .................... 4 Avaya Certified Support Specialist (ACSS) Description............................... 5 Avaya ACIS and ACSS Credential Structure ............................................... 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
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1. Avaya Professional Credential Program Overview 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
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3. Avaya Certified Support Specialist (ACSS) Description 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.
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ACIS and ACSS Credential Structure Scenarios The diagram below provides an explanation of possible ACIS and ACSS credential structures.
Maintenance & Troubleshooting Exam
Administration Exam
Example #1
Example #3
ACSS
ACSS
Example #2
Maintenance & Troubleshooting Exam
ACIS Only No ACSS Available
ACIS is a Requirement To Earn ACSS
Implementation Exam
ACSS
Implementation Exam
ACIS
Implementation Exam
Example #4
ACIS
ACIS
No ACSS
ACIS is a Requirement To Earn ACSS
Implementation, Maintenance & Troubleshooting Exam ACSS includes Implementation Requirements
Example 1 –Requires passing: • An ACIS Implementation exam • No ACSS Credential is Available Example 2 –Requires passing: • 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.
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5. Avaya Implementation and Support Credentials 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 Implementation Specialist
Support Specialist
Avaya Certified Implementation Specialist (ACIS)
Avaya Certified Support Specialist (ACSS)
Small and Medium Enterprise (SME) Communications
SME Communications (1)
SME Communications (1)
Unified Communications
Unif ied Communications (6)
Unif ied Communications (9)
Contact Center (5)
Contact Center (7)
Networking (2)
Networking (4)
Technician
Maintenance Support
Solution Tracks
Contact Center Networking Professional Role
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5.2 ACIS and ACSS Certification Plan-of-Record 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 Small and Medium Enterprise Communications Avaya Small and Medium Enterprise Communications (Avaya IP Office) Unified Communications Avaya Agile Communication Environment™ Avaya Aura® Communication Manager (R5.2.1) Avaya Aura® Communication Manager and CM Messaging - Embedded (R6.x) Avaya Aura® Conferencing - Standard Edition Avaya Aura® Conferencing (R7.x) Avaya Aura® Messaging Avaya Aura® Session Manager and System Manager Avaya B5800 Branch Gateway Avaya CallPilot® Avaya Communication Server 1000 for Avaya Aura® Avaya Modular Messaging with Avaya Message Store Avaya one-X® UC Soft Clients Avaya Session Boarder Controller Radvision Scopia® Solution Contact Center Avaya Aura® Contact Center Avaya Aura® Call Center Elite Avaya Aura® Contact Center CCT and Multimedia Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring Avaya Aura® Experience Portal with Proactive Outreach Manager Avaya Aura® Workforce Management Avaya Contact Center Control Manager Avaya Interaction Center Avaya Performance Center (Avaya IQ) Avaya Proactive Contact Networking Avaya Ethernet Routing Switch Avaya Virtual Services Platform 9000 Avaya Virtualization Provisioning Service (VPS) Avaya VPN Gateway Avaya Wireless LAN
ACIS
ACSS
Available
Available
Available Available Available Available No ACIS Retired No ACIS No ACIS Available Available No ACIS No ACIS No ACIS No ACIS
TBD No ACSS Available No ACSS Sept. 2012 Available Available Sept. 2012 Available Available Available Available Oct. 2012 Sept. 2012
Available Available (1) Available Retiring No ACIS No ACIS No ACIS Available Planned No ACIS
Available Available No ACSS Available Available Available Available No ACSS No ACSS Available
No ACIS Available No ACIS No ACIS Available
Available Available Available 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.
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6. Preparing For and Scheduling Avaya Certification
Exams 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.
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7. ACIS and ACSS Core Training Course Curriculum
Maps 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. •
[email protected] • 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 Small and Medium Enterprise Communications Avaya Small and Medium Enterprise Communications (Avaya IP Office) Unified Communications Avaya Agile Communication Environment™ Avaya Aura® Communication Manager (R5.2.1) Avaya Aura® Communication Manager and CM Messaging - Embedded (R6.x) Avaya Aura® Conferencing - Standard Edition Avaya Aura® Conferencing (R7.x) Avaya Aura® Messaging Avaya Aura® Session Manager and System Manager Avaya B5800 Branch Gateway Avaya CallPilot® Avaya Communication Server 1000 for Avaya Aura® Avaya one-X® UC Soft Clients Avaya Modular Messaging with Avaya Message Store Avaya Session Boarder Controller Radvision Scopia® Solution Contact Center Avaya Aura® Contact Center Avaya Aura® Call Center Elite Avaya Aura® Contact Center CCT and Multimedia Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring Avaya Aura® Experience Portal with Proactive Outreach Mgr. (Voice Portal) Avaya Aura® Workforce Management Avaya Contact Center Control Manager Avaya Interaction Center Avaya Performance Center (Avaya IQ) Avaya Proactive Contact Networking Avaya Ethernet Routing Switch Avaya Virtual Services Platform 9000 Avaya Virtualization Provisioning Service (VPS) Avaya VPN Gateway Avaya Wireless LAN
ACIS
ACSS
Page 11
Page 11
Page 12 Page 12 Page 13 Page 14 No ACIS Retired No ACIS No ACIS Page 15 Page 16 No ACIS No ACIS No ACIS No ACIS
TBD No ACSS Page 13 No ACSS Page 14 Page 14 Page 14 Sept. 2012 Page 15 Page 16 Page 17 Page 17 Oct. 2012 Page 17
Page 18 Page 20 Page 20 Page 21 No ACIS No ACIS No ACIS Page 23 Planned No ACIS
Page 19 Page 20 No ACSS Page 21 Page 22 Page 22 Page 22 No ACSS No ACSS Page 23
No ACIS Page 24 No ACIS No ACIS Page 26
Page 24 Page 25 Page 25 Page 26 No ACSS
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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 V-Classroom 4S00004V IP Office Technical Basic Implementation Workshop Exam
6402
Avaya IP Office Implementation Exam
34.00 hours 34.00 hours 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 V-Classroom 5S00004V IP Office Advanced Configuration Application Workshop Exam
11 P a g e
3001
Avaya IP Office Configuration and Maintenance Exam
18.00 hours 18.00 hours 1.50 hours
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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 V-Classroom 4U00134V Avaya Agile Communication Environment™ Installation and Administration Exam
6007
40.00 hours 40.00 hours
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 V-Classroom ATC00838VEN Avaya Media Servers and Gateways Implementation Workshop Labs Exam
12 P a g e
6006
Exam: Avaya Aura Communication Manager (R5.2.1) Implementation Exam
40.00 hours 40.00 hours 2.00 hours
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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 V-Classroom ATI02348VEN Avaya Aura Communication Manager Implementation
40.00 hours 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 Exam
3100
40.00 hours
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 V-Classroom 5M00050V Avaya Aura Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting Assessment
5M00050A
Exam
3101
13 P a g e
24.00 hours 24.00 hours
Avaya Aura® Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting Avaya Aura® Communication Manager and CM Messaging
1.00 hour 1.75 hours
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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
Exam
3202
Coming soon - Avaya Aura® Conferencing (R7.x) Implementation and Maintenance Exam
40.00 hours
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 Exam
3203
28.00 hours
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 V-Classroom 5U00096V Avaya Aura® Session Manager Implementation, Administration Maintenance and Troubleshooting Classroom 5U00097I Avaya Aura® Session and System Manager Implementation. Administration Maintenance and Troubleshooting Exam 3102 Avaya Aura Session Manager and System Manager Implementation and Maintenance Exam
14 P a g e
16.00 hours 64.00 hours 80.00 hours 1.75 hours
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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
Exam
7303
Avaya CallPilot™ Implementation Exam
40.00 hours 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
Avaya CallPilot® Maintenance Exam
15 P a g e
7304
1.50 hours
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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 Classroom 0200C
Meridian 1 and Communication Server 1000 7.0 Familiarization Meridian 1 and Avaya CS 1000 7.5 Familiarization
16.00 hours 16.00 hours
Choose one of these two: V-Classroom 6351X Classroom 6351C
Avaya Communication Server (CS) 1000 7.5 System Administration & Management Avaya Communication Server 1000 7.5 System Administration & Management
24.00 hours 24.00 hours
Classroom
Avaya Communication Server 1000E Release 7.5 Implementation and Upgrade
40.00 hours
6376C
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
1.50 hours
7003
Avaya Communication Server 1000 for Avaya Aura® Implementation Exam
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 Exam
7003
ACIS - Avaya Communication Server 1000 for Avaya Aura® Implementation Credential Avaya Communication Server 1000 for Avaya Aura® Implementation Exam
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 Classroom 0781C Avaya CS 1000 7.5 Dialing Plan Design and IP Peer Networking
40.00 hours 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
16 P a g e
7004
Avaya Communication Server 1000 for Avaya Aura® Maintenance Exam
1.75 hours
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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
Web
ATC00386WEN Avaya one-X Mobile - Extension To Cellular
4.00 hours 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 Classroom 5U00070I Avaya one-X® Client Enablement Services Implementation and Maintenance Exam
3104
40.00 hours 40.00 hours
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
Exam
3103
Coming Soon: 3103 - Radvision Scopia® Solution for Video Communications Exam
17 P a g e
40.00 hours
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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 Assessment 3615J Configure Avaya Communication Server 1000 for Avaya Aura® Contact Center Assessment Web Assessment
3616W 3616J
Configure Avaya Aura® Communication Manager for Avaya Aura® Contact Center Configure Avaya Aura™ Communication Manager for Avaya Aura® Contact Center Assessment
Avaya Aura® Contact Center Implementation - Please choose one of the following: Classroom 3608C Avaya Aura Contact Center Installation and Commissioning Classroom 3621C Avaya Aura Contact Center Installation, Configuration and Scripting Essentials Exam
18 P a g e
6202
Avaya Aura® Contact Center Implementation Exam
3.50 hours 0.50 hours 3.50 hours 0.50 hours
40.00 hours 80.00 hours 1.50 hours
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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 OR Classroom 5C00010I Avaya Aura Contact Center Maintenance Classroom 5C00011I Avaya Aura Contact Center Troubleshooting Exam
3301
Avaya Aura® Contact Center Maintenance and Troubleshooting Exam
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 V-Classroom 3609X Avaya Aura® Contact Center Administration Classroom 3610C Avaya Aura® Contact Center - Orchestration Designer Scripting OR Classroom 3621C Avaya Aura Contact Center Installation, Configuration and Scripting Essentials Exam
3300
Avaya Aura® Contact Center Administration Exam
40.00 hours 32.00 hours 32.00 hours 1.75 hours
40.00 hours 40.00 hours 40.00 hours 80.00 hours 1.75 hours
Implementation courses and exams: Learning Link ACIS - Avaya Aura® Contact Center (ACIS - 6202) Exam
6202
Learning Link Exam
19 P a g e
Avaya Aura® Contact Center Implementation Exam
1.50 hours
ACIS - Avaya Aura® Contact Center CCT and Multimedia (ACIS - 6209) 6209
Avaya Aura® Contact Center CCT and Multimedia Implementation Exam
1.50 hours
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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 Exam
3100
Avaya Aura® Communication Manager Administration E...
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 V-Classroom 5C00091V Avaya Aura® Call Center Elite Implementation and Configuration Exam
3304
Avaya Aura® Call Center Elite Implementation and Maintenance Exam
40.00 hours 1.50 hours
32.00 hours 32.00 hours 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... V-Classroom 5C00091V Avaya Aura® Call Center Elite Implementation and C...
32.00 hours 32.00 hours
Avaya Call Management System Installation and Maintenance - Please choose one of the following: Classroom ATI00685IEN Call Management System Installation & Maintenance V-Classroom ATI00684VEN Call Management System Installation & Maintenance
16.00 hours 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
20 P a g e
1.50 hours
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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 Classroom 3622C Avaya Contact Recording and Avaya Quality Monitoring Installation and Configuration
6.00 hours 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
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3306
Coming Soon: Avaya Contact Recording and Avaya Quality Monitoring Implementation and Maintenance Exam
August 27, 2012 V1
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
Web
Avaya Proactive Outreach Manager (POM) Administration and Configuration
4C00074W
4.00 hours
Implementation courses: Avaya Aura® Experience Portal with Proactive Outreach Manager - Please choose one of the following: Classroom 4C00100I Avaya Aura® Experience Portal Implementation V-Classroom 4C00100V Avaya Aura® Experience Portal Implementation
40.00 hours 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 V-Classroom 5C00090V Avaya Aura® Experience Portal, Avaya Aura® Orchestration Designer and Avaya Proactive Outreach Manager Troubleshooting Exam
3305
Avaya Aura® Experience Portal with POM Implementation and Maintenance Exam
24.00 hours 24.00 hours 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 Exam
3307
40.00 hours
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
Exam
3302
Avaya Contact Center Control Manager Implementation Exam
40.00 hours 1.75 hours
.
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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 V-Classroom ATA01820VEN IC Planning and Implementation Exam
6205
Avaya Interaction Center Implementation Exam
40.00 hours 40.00 hours 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 V-Classroom ATA00781VEN Avaya Proactive Contact 5.0 Implementation & Configuration
40.00 hours 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 Classroom AVA00989H00 Avaya Proactive Contact 5.0 Basic System Supervisor
24.00 hours 24.00 hours
Avaya Aura® Proactive Contact - Please choose one of the following: V-Classroom 4C00073V Avaya Proactive Contact 5.0 Advanced System Supervisor Classroom AVA00990H00 Avaya Proactive Contact 5.0 Advanced System Supervisor
16.00 hours 16.00 hours
Exam
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3303
Avaya Proactive Contact Implementation and Maintenance Exam
2.00 hours
August 27, 2012 V1
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 Classroom 6721C Converged Campus: ERS Solution Installation and Configuration
40.00 hours 40.00 hours
V-Classroom
16.00 hours
7D00067V
Network Management and Policy Services
ERS8800/8600/8300 Advanced Configuration and Maintenance - Please choose one of the following: V-Classroom 6722X ERS 8800/8600/8300 Advanced Configuration and Maintenance Classroom 6722C Avaya ERS 8600/8300/1600 Advanced Configuration and Maintenance
40.00 hours 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 Classroom 6782C Avaya Virtual Services Platform 9000 Installation and Configuration Exam
24 P a g e
6102
Avaya Virtual Services Platform 9000 Implementation Exam
40.00 hours 40.00 hours 1.50 hours
August 27, 2012 V1
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 Classroom 6782C Avaya Virtual Services Platform 9000 Installation and Configuration Exam
6102
Avaya Virtual Services Platform 9000 Implementation Exam
40.00 hours 40.00 hours 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 Classroom 6783C Avaya Virtual Services Platform 9000 Advanced Maintenance and Troubleshooting
32.00 hours 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
Exam
3603
Avaya Virtualization Provisioning Service Implementation and Maintenance Exam
25 P a g e
24.00 hours 1.50 hours
August 27, 2012 V1
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 Exam
3602
Avaya VPN Gateway Implementation and Maintenance Exam
40.00 hours 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
Exam
6104
Avaya Wireless LAN Implementation Exam
26 P a g e
24.00 hours 1.50 hours
August 27, 2012 V1
Appendix A - ACIS and ACSS Knowledge and Skills Matrices ACIS 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 Configure the product for hand-off to Day 2 administration Test, validate, and troubleshoot the implementation
ACSS 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: • • • • • •
Preparing to implement 1. Determine what information needed from an internal or external project kickoff meeting 2. Gather the data needed for the implementation 3. Prepare your laptop with the appropriate access software tool 4. Locate the latest application patch or firmware 5. Locate the appropriate software/operating system for the order 6. Perform any pre‐registration that is necessary 7. Analyze licensing requirements 8. Document the type of phones ordered 9. Insure protocol for phone is supported 10. Determine who is responsible for installation
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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
Product Architecture Evaluate design/configuration implications and issues regarding system configurations: 1. Management element 2. Routing / Traffic / Call flows / Protocols / Quality of Service 3. Impact on services and features Implementation of the product Complete and support Day1 implementation tasks: 1. Demonstrate knowledge of the preparation required for the implementation 2. Install the product hardware and software 3. Configure the product for hand-off to Day 2 administration 4. Test, validate, and troubleshoot the implementation
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ACIS
ACSS
Install Hardware and Software 1. Perform an inventory of the equipment 2. Unpack and prepare the equipment 3. Mount product / gateway in a rack (as applicable) 4. Mount product / server in a rack (as applicable) 5. Add memory or other necessary hardware configuration (based on application) 6. Load the appropriate software (bundle, Communication Manager, operating system, and/or application software)
Administration of the product Apply administration as it relates to core components: 1. Use administration user interfaces, tools, and utilities 2. Understand file structure and database 3. Manage user accounts, IDs, and privileges 4. Manage physical and logical devices 5. Manage components (state and status) 6. Collect and manage administrative data 7. Troubleshoot administration issues
Configure the Software/Firmware 1. Configure the product base server via web browser 2. Configure the base server via CLI 3. Load license and authentication files 4. Create the necessary logins 5. Configure the product / gateway 6. Setup remote access into
Maintenance of the product Define maintenance as it applies to the core components: 1. Performance Optimization 2. Security 3. Apply engineering guidelines for tolerances, limits and standards 4. Alarms 5. Upgrades & Migrations 6. Backups & restore 7. MACs
Test and Validate the Implementation 1. Perform application acceptance testing 2. Register the license file for product 3. Test the alarms 4. Demonstrate and perform a backup to an external device with the customer 5. Dialog and document procedures for disaster recovery, administration support and remote support Telephone numbers/URL with customer. 6. Perform a follow up call or email within 5 to 10 days after cutover Diagnose Installation Problems 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.
Troubleshooting the product Apply troubleshooting as it applies to the core components: 1. Use fault‐management user interfaces, tools, and utilities 2. Collect, manage, and analyze fault data 3. Generate and interpret reports and log files 4. Monitor/Interpret status and fault indicators 5. Perform emergency recovery 6. Isolate and troubleshoot faults 7. Clear alarms
(End of document)
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