Avaya Aura® Contact Center Support

Avaya Aura^® Contact Center Support

Résumé

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.

Objectifs

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

Public

- 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

Pré-requis

Knowledge of Avaya Aura Contact Center, including Communication Control Toolkit and Contact Center Multimedia
Knowledge of SIP Contact Center architecture and call flow

Programme détaillé

1. Maintenance and Troubleshooting
2. SIP Basics
3. Avaya Aura Contact Center System Engineering
4. Troubleshooting Tools and Procedures
5. Avaya Aura Contact Center System Security
6. Troubleshooting Security Issues
7. Troubleshooting Voice Issues
8. Troubleshooting Multimedia Issues
9. Troubleshooting Maintenance and Administration Issues
10. Avaya Aura Contact Center Performance Optimization
11. Avaya Aura Contact Center Adds, Moves, and Changes
12. Avaya Aura Contact Center Upgrades and Migrations

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