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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.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.

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Table of Contents 1. Avaya Professional Credential Program Overview ...................................... 42. Avaya Certified Implementation Specialist (ACIS) Description .................... 43. Avaya Certified Support Specialist (ACSS) Description ............................... 54. Avaya ACIS and ACSS Credential Structure ............................................... 55. Avaya Implementation and Support Credentials .......................................... 7

5.1 Credential Portfolio Overview ...................................................................... 75.2 ACIS and ACSS Certification Plan-of-Record .............................................. 8

6. Preparing For and Scheduling Avaya Certification Exams ........................... 97. ACIS and ACSS Core Training Course Curriculum Maps ......................... 10

7.1 Small and Medium Enterprise (SME) Communications ............................. 117.2 Unified Communications ............................................................................ 127.3 Contact Center .......................................................................................... 187.4 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.

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.

Implementation Exam

Administration Exam

Maintenance &Troubleshooting

Exam

Implementation Exam

Maintenance &Troubleshooting

Exam

Implementation,Maintenance &

TroubleshootingExam

ACSS

ACIS

ACSS

ACSS

ACIS

ACIS is a RequirementTo Earn ACSS

ACSS includesImplementation Requirements

ACIS is a RequirementTo Earn ACSS

Example #2

Example #3

Example #4

Implementation ExamAC

IS

ACIS Only No ACSS Available

No ACSS

Example #1

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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

ImplementationSpecialist

Avaya CertifiedImplementation Specialist

(ACIS)

SMECommunications (1)

Contact Center (5)

Networking (2)

Unif iedCommunications (6)

Technician

SupportSpecialist

Avaya CertifiedSupport Specialist

(ACSS)

SMECommunications (1)

Contact Center (7)

Networking (4)

Unif iedCommunications (9)

Maintenance Support

Implement/Support Certification

Solution Tracks

Small and MediumEnterprise (SME)Communications

Unified Communications

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

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

Credential Curriculum Maps by Core Courseware Portfolio ACIS ACSSSmall and Medium Enterprise CommunicationsAvaya Small and Medium Enterprise Communications (Avaya IP Office) Available AvailableUnified CommunicationsAvaya Agile Communication Environment™ Available TBDAvaya Aura® Communication Manager (R5.2.1) Available No ACSSAvaya Aura® Communication Manager and CM Messaging - Embedded (R6.x) Available AvailableAvaya Aura® Conferencing - Standard Edition Available No ACSSAvaya Aura® Conferencing (R7.x) No ACIS Sept. 2012Avaya Aura® Messaging Retired AvailableAvaya Aura® Session Manager and System Manager No ACIS AvailableAvaya B5800 Branch Gateway No ACIS Sept. 2012Avaya CallPilot® Available AvailableAvaya Communication Server 1000 for Avaya Aura® Available AvailableAvaya Modular Messaging with Avaya Message Store No ACIS AvailableAvaya one-X® UC Soft Clients No ACIS AvailableAvaya Session Boarder Controller No ACIS Oct. 2012Radvision Scopia® Solution No ACIS Sept. 2012Contact CenterAvaya Aura® Contact Center Available AvailableAvaya Aura® Call Center Elite Available (1) AvailableAvaya Aura® Contact Center CCT and Multimedia Available No ACSSAvaya Aura® Contact Recording and Avaya Aura® Quality Monitoring Retiring AvailableAvaya Aura® Experience Portal with Proactive Outreach Manager No ACIS AvailableAvaya Aura® Workforce Management No ACIS AvailableAvaya Contact Center Control Manager No ACIS AvailableAvaya Interaction Center Available No ACSSAvaya Performance Center (Avaya IQ) Planned No ACSSAvaya Proactive Contact No ACIS AvailableNetworkingAvaya Ethernet Routing Switch No ACIS AvailableAvaya Virtual Services Platform 9000 Available AvailableAvaya Virtualization Provisioning Service (VPS) No ACIS AvailableAvaya VPN Gateway No ACIS AvailableAvaya Wireless LAN Available No ACSS

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

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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.

• avaya.u.helpdesk@accenture.com • 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 ACSSSmall and Medium Enterprise CommunicationsAvaya Small and Medium Enterprise Communications (Avaya IP Office) Page 11 Page 11Unified CommunicationsAvaya Agile Communication Environment™ Page 12 TBDAvaya Aura® Communication Manager (R5.2.1) Page 12 No ACSSAvaya Aura® Communication Manager and CM Messaging - Embedded (R6.x) Page 13 Page 13Avaya Aura® Conferencing - Standard Edition Page 14 No ACSSAvaya Aura® Conferencing (R7.x) No ACIS Page 14Avaya Aura® Messaging Retired Page 14Avaya Aura® Session Manager and System Manager No ACIS Page 14Avaya B5800 Branch Gateway No ACIS Sept. 2012Avaya CallPilot® Page 15 Page 15Avaya Communication Server 1000 for Avaya Aura® Page 16 Page 16Avaya one-X® UC Soft Clients No ACIS Page 17Avaya Modular Messaging with Avaya Message Store No ACIS Page 17Avaya Session Boarder Controller No ACIS Oct. 2012Radvision Scopia® Solution No ACIS Page 17Contact CenterAvaya Aura® Contact Center Page 18 Page 19Avaya Aura® Call Center Elite Page 20 Page 20Avaya Aura® Contact Center CCT and Multimedia Page 20 No ACSSAvaya Aura® Contact Recording and Avaya Aura® Quality Monitoring Page 21 Page 21Avaya Aura® Experience Portal with Proactive Outreach Mgr. (Voice Portal) No ACIS Page 22Avaya Aura® Workforce Management No ACIS Page 22Avaya Contact Center Control Manager No ACIS Page 22Avaya Interaction Center Page 23 No ACSSAvaya Performance Center (Avaya IQ) Planned No ACSSAvaya Proactive Contact No ACIS Page 23NetworkingAvaya Ethernet Routing Switch No ACIS Page 24Avaya Virtual Services Platform 9000 Page 24 Page 25Avaya Virtualization Provisioning Service (VPS) No ACIS Page 25Avaya VPN Gateway No ACIS Page 26Avaya Wireless LAN 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 34.00 hours V-Classroom 4S00004V IP Office Technical Basic Implementation Workshop 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 18.00 hours V-Classroom 5S00004V IP Office Advanced Configuration Application Workshop 18.00 hours Exam 3001 Avaya IP Office Configuration and Maintenance Exam 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 40.00 hours V-Classroom 4U00134V Avaya Agile Communication Environment™ Installation and Administration 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 40.00 hours V-Classroom ATC00838VEN Avaya Media Servers and Gateways Implementation Workshop Labs 40.00 hours Exam 6006 Exam: Avaya Aura Communication Manager (R5.2.1) Implementation Exam 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 40.00 hours V-Classroom ATI02348VEN Avaya Aura Communication Manager Implementation 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 24.00 hours V-Classroom 5M00050V Avaya Aura Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting 24.00 hours Assessment 5M00050A Avaya Aura® Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting 1.00 hour Exam 3101 Avaya Aura® Communication Manager and CM Messaging 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 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 16.00 hours V-Classroom 5U00096V Avaya Aura® Session Manager Implementation, Administration Maintenance and Troubleshooting 64.00 hours Classroom 5U00097I Avaya Aura® Session and System Manager Implementation. Administration Maintenance 80.00 hours and Troubleshooting Exam 3102 Avaya Aura Session Manager and System Manager Implementation and Maintenance Exam 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 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

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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 Meridian 1 and Communication Server 1000 7.0 Familiarization 16.00 hours Classroom 0200C Meridian 1 and Avaya CS 1000 7.5 Familiarization 16.00 hours Choose one of these two: V-Classroom 6351X Avaya Communication Server (CS) 1000 7.5 System Administration & Management 24.00 hours Classroom 6351C Avaya Communication Server 1000 7.5 System Administration & Management 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 Exam 7003 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 40.00 hours Classroom 0781C Avaya CS 1000 7.5 Dialing Plan Design and IP Peer Networking 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

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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 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 40.00 hours Classroom 5U00070I Avaya one-X® Client Enablement Services Implementation and Maintenance 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

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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 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

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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 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

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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 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 32.00 hours V-Classroom 5C00091V Avaya Aura® Call Center Elite Implementation and Configuration 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... 32.00 hours V-Classroom 5C00091V Avaya Aura® Call Center Elite Implementation and C... 32.00 hours Avaya Call Management System Installation and Maintenance - Please choose one of the following: Classroom ATI00685IEN Call Management System Installation & Maintenance 16.00 hours V-Classroom ATI00684VEN Call Management System Installation & Maintenance 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

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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

To earn the ACSS - Avaya Contact Recording and Avaya Quality Monitoring credential: ACSS - Avaya Contact Recording and Avaya Quality Monitoring (ACSS – 3306)

Implementation courses and exams: Web 5C00636W Avaya Contact Recording and Avaya Quality Monitoring Administration 6.00 hours Classroom 3622C Avaya Contact Recording and Avaya Quality Monitoring Installation and Configuration 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

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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 40.00 hours V-Classroom 4C00100V Avaya Aura® Experience Portal Implementation 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 24.00 hours V-Classroom 5C00090V Avaya Aura® Experience Portal, Avaya Aura® Orchestration Designer and Avaya Proactive Outreach Manager Troubleshooting 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 .

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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 40.00 hours V-Classroom ATA01820VEN IC Planning and Implementation 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 40.00 hours V-Classroom ATA00781VEN Avaya Proactive Contact 5.0 Implementation & Configuration 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 24.00 hours Classroom AVA00989H00 Avaya Proactive Contact 5.0 Basic System Supervisor 24.00 hours Avaya Aura® Proactive Contact - Please choose one of the following: V-Classroom 4C00073V Avaya Proactive Contact 5.0 Advanced System Supervisor 16.00 hours Classroom AVA00990H00 Avaya Proactive Contact 5.0 Advanced System Supervisor 16.00 hours Exam 3303 Avaya Proactive Contact Implementation and Maintenance Exam 2.00 hours

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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 40.00 hours Classroom 6721C Converged Campus: ERS Solution Installation and Configuration 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 40.00 hours Classroom 6722C Avaya ERS 8600/8300/1600 Advanced Configuration and Maintenance 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 40.00 hours Classroom 6782C Avaya Virtual Services Platform 9000 Installation and Configuration 40.00 hours Exam 6102 Avaya Virtual Services Platform 9000 Implementation Exam 1.50 hours

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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 40.00 hours Classroom 6782C Avaya Virtual Services Platform 9000 Installation and Configuration 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 32.00 hours Classroom 6783C Avaya Virtual Services Platform 9000 Advanced Maintenance and Troubleshooting 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

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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

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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. 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

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

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

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 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) 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 <product/solution> 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.

ACSS 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

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

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)