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
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 1. 2. 3. 4. 5.

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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 products 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 #2

ACSS

Maintenance & Troubleshooting Exam

Example #3

ACSS

Example #1

Administration Exam

Maintenance & Troubleshooting Exam Example #4 Implementation, Maintenance & Troubleshooting Exam ACSS includes Implementation Requirements

No ACSS

ACIS

ACIS

ACIS

Implementation Exam

Implementation Exam

Implementation Exam

ACIS Only No ACSS Available

ACIS is a Requirement To Earn ACSS

ACIS is a Requirement To Earn ACSS

Example 1 Requires passing: An ACIS Implementation exam No ACSS Credential is Available Example 2 Requires passing: 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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ACSS

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 Avayas 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

Solution Tracks
Small and Medium Enterprise (SME) Communications Unified Communications
Avaya Certified Implementation Specialist (ACIS)

Support Specialist
Avaya Certified Support Specialist (ACSS)

SME Communications (1) Unif ied Communications (6) Contact Center (5) Networking (2)
Technician

SME Communications (1) Unif ied Communications (9) Contact Center (7) Networking (4)
Maintenance Support

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 Available Available Available Available Available No ACIS Retired No ACIS No ACIS Available Available No ACIS No ACIS No ACIS No ACIS Available Available (1) Available Retiring No ACIS No ACIS No ACIS Available Planned No ACIS No ACIS Available No ACIS No ACIS Available ACSS Available TBD No ACSS Available No ACSS Sept. 2012 Available Available Sept. 2012 Available Available Available Available Oct. 2012 Sept. 2012 Available Available No ACSS Available Available Available Available No ACSS No ACSS 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 WestNets Foundational Core Knowledge Assessment to verify ones 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 WestNets 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 Centers 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 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 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 Page 18 Page 20 Page 20 Page 21 No ACIS No ACIS No ACIS Page 23 Planned No ACIS No ACIS Page 24 No ACIS No ACIS Page 26 ACSS Page 11 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 19 Page 20 No ACSS Page 21 Page 22 Page 22 Page 22 No ACSS No ACSS Page 23 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 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 Avaya Agile Communication Environment Implementation Exam

40.00 hours 40.00 hours 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 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 Web Exam ATI01731VEN 6002 Avaya Aura Communication Manager Messaging Embedded Implementation Avaya Aura Communication Manager and CM Messaging (6.0) Implementation Exam

40.00 hours 40.00 hours 16.00 hours 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 Avaya Aura Communication Manager Administration Exam

40.00 hours 1.50 hours

Maintenance and Troubleshooting courses and exams: Classroom 5U00040I Avaya Aura Communication Manager Maintenance and Troubleshooting 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 Exam 5M00050A 3101 Avaya Aura Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting Avaya Aura Communication Manager and CM Messaging

40.00 hours

24.00 hours 24.00 hours

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 Exam 5U00120V 3202 Avaya Aura Conferencing 7.x Implementation, Maintenance, and Troubleshooting 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 Avaya Aura Messaging Implementation and Maintenance Exam

28.00 hours 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 Web 5U00106W 5U00105W Avaya Aura System Manager Overview Avaya Aura Session Manager Overview 1.50 hours 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

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 Exam 0329C 7303 Avaya CallPilot 5.0 Installation and Configuration 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 Implementation Course Classroom 0329C Exam 7304

Avaya CallPilot 5.0 System Administration and Applications

40.00 hours

Avaya CallPilot 5.0 Installation and Configuration Avaya CallPilot Maintenance Exam

40.00 hours 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 Choose one of these two: V-Classroom 0200F Classroom 0200C Choose one of these two: V-Classroom 6351X Classroom 6351C Classroom 6376C

8.00 hours

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

16.00 hours 16.00 hours

Avaya Communication Server (CS) 1000 7.5 System Administration & Management Avaya Communication Server 1000 7.5 System Administration & Management Avaya Communication Server 1000E Release 7.5 Implementation and Upgrade

24.00 hours 24.00 hours 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 Option 3: Take this course if you have had previous training or knowledge up to Release 7.0: V-Classroom 6380F Whats New with Avaya Communication Server 1000 Release 7.5 Exam 7003 Avaya Communication Server 1000 for Avaya Aura Implementation Exam

40.00 hours

8.00 hours 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 Exam ACIS - Avaya Communication Server 1000 for Avaya Aura Implementation Credential Avaya Communication Server 1000 for Avaya Aura Implementation Exam

7003

1.50 hours

To earn the 3105 ACSS - Avaya Communication Server 1000 for Avaya Aura credential: Maintenance Courses: Option 1: Take these courses if you are new to this product: Classroom 0956C Avaya Communication Server 1000 IP BARS/NARS Classroom 0781C Avaya CS 1000 7.5 Dialing Plan Design and IP Peer Networking 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 Exam 7004 Avaya Communication Server 1000 for Avaya Aura Maintenance Exam

40.00 hours 40.00 hours

40.00 hours 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 Web 4U00022W Web Based Course: one-X Communicator Basic Feature Set Implementation 4.00 hours 2.00 hours

ATC00386WEN Avaya one-X Mobile - Extension To Cellular

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 Avaya one-X UC Soft Clients Implementation and Maintenance Exam

40.00 hours 40.00 hours 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 Assessment Classroom Assessment ATI01139AEN ATI01140IEN ATI01140AEN Avaya Modular Messaging Implementation for Avaya Message Store Assessment Avaya Modular Messaging Single Server Implementation Avaya Modular Messaging Single Server Implementation Assessment

24.00 hours 0.50 hours 8.00 hours 0.50 hours

Administration Course and Exam: Classroom 1M00101I Avaya Modular Messaging MSS Administration Assessment Exam 1M00101A 3200 Avaya Modular Messaging MMS Administration Assessment Avaya Modular Messaging with Avaya Message Store Implementation and Maintenance Exam

24.00 hours 1.00 hour 1.75 hours

ACSS - Radvision Scopia Solution (ACSS - 3103)

To earn the ACSS - Radvision Scopia Solution credential: Classroom Exam 0U00430I 3103 Radvision Scopia Solution for Video Communications Coming Soon: 3103 - Radvision Scopia Solution for Video Communications Exam 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

3.50 hours 0.50 hours 3.50 hours 0.50 hours

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 6202 Avaya Aura Contact Center Implementation Exam

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

40.00 hours 32.00 hours 32.00 hours 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 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 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 Learning Link Exam 6209 6202 Avaya Aura Contact Center Implementation Exam ACIS - Avaya Aura Contact Center CCT and Multimedia (ACIS - 6209) Avaya Aura Contact Center CCT and Multimedia Implementation Exam 1.50 hours 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...

40.00 hours 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 V-Classroom 5C00091V Avaya Aura Call Center Elite Implementation and Configuration Exam 3304 Avaya Aura Call Center Elite Implementation and Maintenance Exam

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... 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 Exam 6201 Avaya CC on Communication Manager and Call Management Implementation Exam

32.00 hours 32.00 hours

16.00 hours 16.00 hours 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 Classroom Exam 3608C 3607C 6209 Avaya Aura Contact Center Installation and Commissioning Avaya Aura Contact Center Multimedia Implementation Avaya Aura Contact Center CCT and Multimedia Implementation Exam 40.00 hours 24.00 hours 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 Web Exam 3630W 6207 Avaya Aura Workforce Optimization Implementation Delta from Avaya Quality Monitoring 10.0 to 10.1 Avaya Aura Contact Recording and Avaya Aura Quality Monitoring Implementation Exam

3.00 hours 3.00 hours 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 Administration courses and exams: Classroom 3623C Avaya Contact Recording and Avaya Quality Monitoring Administration Maintenance and Troubleshooting courses and exams: Classroom 5C00637I Avaya Contact Recording and Avaya Quality Monitoring Maintenance and Troubleshooting Exam 3306

6.00 hours 40.00 hours

40.00 hours

24.00 hours

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 Web 4C00074W

Avaya Aura Experience Portal Administration Avaya Proactive Outreach Manager (POM) Administration and Configuration

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 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

40.00 hours 40.00 hours

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 Coming Soon - Avaya Workforce Management Implementation and Maintenance Exam

40.00 hours

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

To earn 3302 ACSS - Avaya Contact Center Control Manager Credential, take this course: V-Classroom Exam 4C00070V 3302 Avaya Contact Center Control Manager Implementation and Maintenance 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 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 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 Exam 3303 Avaya Proactive Contact Implementation and Maintenance Exam

40.00 hours 40.00 hours

24.00 hours 24.00 hours

16.00 hours 16.00 hours 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 Classroom 6721C Converged Campus: ERS Solution Installation and Configuration V-Classroom 7D00067V Network Management and Policy Services

40.00 hours 40.00 hours 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 Classroom 6722C Avaya ERS 8600/8300/1600 Advanced Configuration and Maintenance V-Classroom Exam 5D00115V 3600 Avaya VENA Enterprise Fabric Implementation Avaya Ethernet Routing Switch Implementation and Maintenance Exam

40.00 hours 40.00 hours 24.00 hours 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 6102 Avaya Virtual Services Platform 9000 Implementation Exam

40.00 hours 40.00 hours 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 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 V-Classroom V-Classroom Exam 7D00067V 5D00115V 3601 Network Management and Policy Services Avaya VENA Enterprise Fabric Implementation Avaya Virtual Services Platform 9000 Maintenance and Troubleshooting Exam

32.00 hours 32.00 hours 16.00 hours 24.00 hours 1.75 hours

ACSS - Avaya Virtualization Provisioning Service (ACSS - 3603)

To earn the ACSS - Avaya Virtualization Provisioning Service (VPS) credential: V-Classroom Exam 7D00066V 3603 Avaya COM and VPS Implementation and Management Avaya Virtualization Provisioning Service Implementation and Maintenance Exam 24.00 hours 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 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 Exam 6769X 6104 Avaya Wireless LAN 8100 Implementation and Management Avaya Wireless LAN Implementation Exam 24.00 hours 1.50 hours

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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: 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 preregistration 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 faultmanagement 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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