Avaya Aura Contact Center Maintenance and Troubleshooting Boot Camp

Avaya Aura Contact Center Maintenance and Troubleshooting Boot Camp Course Description

Duration: 5.00 days (40 hours)

In this course, you will focus on the SIP-based Avaya Aura Contact Center integrated with the Avaya Unified Communication Solution. You will learn to configure and troubleshoot both voice and non-voice contact types. You will cover the architecture underlying the integration, the best practices for engineering and configuring the system, and how to monitor and troubleshoot system components and interactions.

Through hands-on labs using live Avaya Aura Contact Center systems, you will gain experience in troubleshooting techniques, maintenance standards, upgrades, and platform migrations. You will learn to identify and resolve system faults, enabling you to support the Avaya Aura Contact Center system. This course also helps prepare you for the 3301 exam.

Next Class Dates

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this Avaya Aura Contact Center Maintenance and Troubleshooting Boot Camp Course

  • » Technicians responsible for ensuring the continuous operation of the Avaya Aura Contact Center system
  • » Avaya employees, business partners, and customers with day-to-day maintenance, installation, and implementation responsibilities

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Avaya Aura Contact Center Maintenance and Troubleshooting Boot Camp Course Objectives

  • » Maintenance and troubleshooting
  • » SIP protocol and SIP call flows
  • » Avaya Aura Contact Center system architecture
  • » Avaya Aura Contact Center system engineering and dependencies
  • » Avaya Aura Contact Center troubleshooting tools and procedures
  • » Manage Avaya Aura Contact Center system security
  • » Troubleshoot security issues
  • » Troubleshoot voice contact issues
  • » Troubleshoot multimedia contact issues
  • » Monitor system performance
  • » Perform system additions, moves, and changes
  • » Perform system upgrades and migrations

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Avaya Aura Contact Center Maintenance and Troubleshooting Boot Camp Course Outline

      1. Maintenance and Troubleshooting
      2. SIP Basics
      3. Avaya Aura Contact Center System Engineering
      4. Troubleshooting Tools and Procedures
      5. Avaya Aura Contact Center System Security
      6. Troubleshooting Security Issues
      7. Troubleshooting Voice Issues
      8. Troubleshooting Multimedia Issues
      9. Troubleshooting Maintenance and Administration Issues
      10. Avaya Aura Contact Center Performance Optimization
      11. Avaya Aura Contact Center Adds, Moves, and Changes
      12. Avaya Aura Contact Center Upgrades and Migrations
      13. Labs
        1. Lab 1: SIP Avaya Aura Contact Center Route Points
        2. Lab 2: SIP Avaya Aura Contact Center Media Servers
        3. Lab 3: SIP Avaya Aura Contact Center Media Services and Routes
        4. Lab 4: SIP Avaya Aura Contact Center Supervisor and Agent SIP Properties
        5. Lab 5: Troubleshoot MAC Address Mismatch between License File and NIC
        6. Lab 6: Manually Invoke mapvicheck.exe
        7. Lab 7: Using the Event Logs on Co-Resident CCMA/CCMS/CCT
        8. Lab 8: Use the Trace Control Utility
        9. Lab 9: Use the Log Archiver Utility
        10. Lab 10: Using the AMS Element Manager
        11. Lab 11: Test Network Connectivity with Ping
        12. Lab 12: Test DNS/Name Resolution with nslookup
        13. Lab 13: Use the Windows Service Manager
        14. Lab 14: Test TCP Ports with Telnet
        15. Lab 15: Using the Multimedia Dashboard
        16. Lab 16: Delete Certificate Store (optional)
        17. Lab 17: Create Certificate Store (optional)
        18. Lab 18: Signing a Certificate Signing Request File (optional)
        19. Lab 19: Create an Account in CCMA - Specify Partitions
        20. Lab 20: Manage Roles and Accounts
        21. Lab 21: Give the IUSR_SWC Account WRITE Access to the Windows Temp Folder
        22. Lab 22: SIP Troubleshooting - AMS SIP Session Logging
        23. Lab 23: SIP Troubleshooting - AMS Failures
        24. Lab 24: Troubleshoot Emails Not Retrieved from the Server
        25. Lab 25: Troubleshoot Auto-Responses
        26. Lab 26: Enable Multiplicity in CCMS
        27. Lab 27: Troubleshoot a Run-Now CCMA Backup
        28. Lab 28: Remove Duplicate Site Entries from the Hosts File
        29. Lab 29: Troubleshoot Real-Time Data with ICERtdTrace
        30. Lab 30: Troubleshoot Real-Time Data - use SCMU
        31. Lab 31: Troubleshoot Real-Time Data - CCMS Configuration
        32. Lab 32: Perform a Name Synchronization on a Co-Resident CCMS/CCMA Server
        33. Lab 33: Manage Historical Data Retention Periods
        34. Lab 34: Archiving CCMM Contacts
        35. Lab 35: Remove the AACC 6.2 Service Pack for Webstats and Re-Install

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Do you have the right background for Avaya Aura Contact Center Maintenance and Troubleshooting Boot Camp?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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