Avaya Learning Companion Guide Knowledge Access: Avaya Aura Communication Manager Administration (5U00051E)

Transcription

1 Avaya Learning Companion Guide Knowledge Access: Avaya Aura Communication Manager Administration (5U00051E) Version August 2014 Page 1

2 Table of Contents About This Guide 3 Introduction.. 3 Offering Description 4 Floor Layout..7 Room 1: CM System Overview and Capacity... 8 Room 2: CM Access Interfaces & System Forms... 9 Room 3: CM Endpoints and Station User Administration Room 4: CM System Features Room 5: CM Station Features Room 6: CM Group Features Room 7: CM Trunks and Routing Room 8: CM System Status, Security, Backups and Reports Opinion Survey Page 2

3 About this Guide Introduction Use this guide to help you navigate the details and knowledge in this Knowledge Access offer. This guide will help you: - Prepare for your visits to the Avaya Aura Communication Manager Administration Floor. - Identify the different learning objects and locate the content by rooms - Prepare for instructor facilitated practical lab exercises where applicable. Avaya Learning recommends you download and/or print this guide to have it available during your visits to the Avaya Learning Virtual Campus when interacting with the Avaya Aura Communication Manager Administration Knowledge Access. For details on Avaya Learning Virtual Campus features and navigation please see the Avaya Learning Virtual Campus Overview Guide Page 3

4 Offering Description Knowledge Access: Avaya Aura Communication Manager Administration Offering Number: Overall Duration: Job Function: 5U00051E 29 Hours Administration Synopsis: Avaya Learning's Virtual Campus empowers learners anywhere, anytime with complete, interactive training solutions unlocking the full value of Avaya technology. Prepare to learn and practice skills while sharing information in our socially immersive environment. This Knowledge Access is designed for individuals responsible for the administration of Avaya Aura Communication Manager and those attempting to earn the ACSS - Avaya Aura Communication Manager and CM Messaging - Embedded credential. It is included in the 5U00170E Knowledge Collection Access: UC Administration bundle and the 0C00060E Knowledge Collection Access: Avaya Aura Call Center Elite Portfolio bundle. Enrolled students have 12 months unlimited access to all content referenced below. Students are notified by when learning materials are refreshed or new content is added during their enrollment. Please note Certification Exams delivered by authorized Pearson Vue testing centers and the allowed testing time are NOT included in this Knowledge Access. Knowledge Access: Avaya Aura Communication Manager Administration provides unlimited access to: -directed Content (9 hours) Page 4

5 Offering Description (cont d) Key objectives include the ability to: Communication Manager architecture. tation and User Administration. Students access all Knowledge Access materials in the Avaya Learning Virtual Campus through the Avaya Learning Center>My Learning>Current Courses. For additional information on this Knowledge Access including How to Enroll and Avaya Learning System Requirements guidelines please read the reference materials listed below. Avaya Aura Communication Manager Administration Companion Guide Avaya Learning Virtual Campus Overview Guide How to Enroll Guide Avaya Learning System Requirements Recommended knowledge: knowledge of Voice over IP (VOIP) technology. The Self-directed Content segment presents participants with learning objects to gain a practical understanding of the CM administrative forms and features required to successfully complete the exercises in the Practice Lab Workshop. To get the most out of the theoretical content and quiz, Avaya Learning recommends students note any questions arising when reviewing self-directed content and bring those questions to the Shared Instructor Office before moving to the Practice Lab Workshop exercises. The instructor-facilitated Practice Lab Workshop provides participants with access to the ALE virtual labs to configure different access options to administer CM forms and features. Page 5

6 Offering Description (cont d) Knowledge and Skills Objectives Upon completion of the Avaya Aura Communication Administration floor, you should be able to: Describe the Components and Capacity of Communication Manager. Identify the different access interfaces for Communication Manager. Identify the role of the Avaya Site Administration (ASA) tool with Communication Manager. Describe the function of the Communication Manager Dial Plan. Define the role of Communication Manager Feature Access Codes (FAC). Identify the different types of endpoints associated with Communication Manager. Administer station users in Communication Manager. Define and assign a Class of Restriction (COR) to a Communication Manager object. Define and assign a Class of Service (COS) to stations users. Identify applications for the Bridged Call Appearance feature. Identify applications for the Call Coverage feature. Describe the parameters needed to setup the Call Pickup and Directed Call Pickup features. Describe the parameters required to configure a basic Hunt Group. Define the different trunk types supported in Communication Manager. Define the necessary steps to administer trunks in Communication Manager. Access and identify the Alarms and Error reports in Communication Manager. Identify the Reset System Levels in Communication Manager. Page 6

7 Floor Layout View the diagram below to see the room numbers and layout. Use the guide below to see where objects are in the rooms, as well as, the recommended order for content consumption: Based on studies done in similar immersive environments, Avaya Learning recommends students allow themselves time to experience and process the knowledge delivered in the Virtual Campus by limiting consumption to half-day sessions. All students are different and some may be able to do more for longer, but we have seen the greatest levels of understanding and retention from those students that spread the training over time and use half-day blocks.[klm1] Below is the recommended room order. Within each room, you should move clockwise around the room starting from your left: Room 1 Room 2 Room 3 Room 4 Room 5 Room 6 Room 7 Room 8 CM System Overview & Capacity CM Access Interfaces & System Forms CM Endpoints & Station User Administration CM System Features CM Station Features CM Group Features CM Trunks and Routing CM System Status, Security, Backups and Reports Page 7

8 Room 1: CM System Overview and Capacity Room 1 presents the role of Communication Manager in the Avaya Aura core. There is also a learning object that identifies the CM supported hardware components and capacities. Avaya Learning recommends consuming the learning topics in the following order: - Communication Manager in the Avaya Aura Core - Communication Manager Components and Capacity The information in this room will enable you to: - Describe the role of Communication Manager in the Avaya Aura core. - Describe the Components and Capacity of Communication Manager. Page 8

9 Room 2: CM Access Interfaces & System Forms The content in Room 2 describes the different interfaces used to access CM and Avaya Site Administration (ASA) as the main administration tool. The Authentication, Authorization and Accounting (AAA) learning object describes how profiles oversee access to the Communication Manager SAT Commands and to the CM server s web interface. Room 2 also presents two (2) important system forms, the Dial Plan and Feature Access Codes. Avaya Learning recommends consuming the learning topics in the following order: - CM - Access Interfaces - CM - Avaya Site Administration (ASA) - CM - Authentication, Authorization and Accounting (AAA) - CM - Dial Plan - CM - Feature Access Codes (FAC) The information in this room will enable you to: - Identify the different access interfaces for Communication Manager. - Identify the role of the Avaya Site Administration (ASA) tool with Communication Manager. - Describe the role of the Authentication, Authorization and Accounting (AAA) services feature. - Describe the function of the Communication Manager Dial Plan. - Define the role of Communication Manager Feature Access Codes (FAC). Page 9

10 Room 3: CM Endpoints and Station User Administration Room 3 presents learning objects on the different types of Avaya CM endpoints and the administration required when adding stations (endpoints) for users. Avaya Learning recommends consuming the learning topics in the following order: - CM Endpoints - CM Station User Administration - CM and one-x Communicator The information in this room will enable you to: - Identify the different types of endpoints associated with Communication Manager. - Administer station users in Communication Manager. - Describe the process to administer the CM softphone client, Avaya one-x Communicator. Page 10

11 Room 4: CM System Features The Class of Restriction (Calling Privileges) and Class of Service (access to predefined features) learning objects and presented in Room 4. Learning objects describing the Terminal Translation Initialization (TTI), Personal Station Access (PSA) features and Station Lock are also available for your review. Avaya Learning recommends consuming the learning topics in the following order: - CM - Class of Restriction (COR) - CM - Class of Service (COS) - CM - Terminal Translation Initialization (TTI) - CM - Personal Station Access (PSA) - CM - Station Lock The information in this room will enable you to: - Define and assign a Class of Restriction (COR) to a Communication Manager object. - Define and assign a Class of Service (COS) to stations users. - Enable and configure the Terminal Translation Initialization (TTI) feature. - Define and assign Personal Station Access (PSA) to Communication Manager Station Users. - Enable and configure the Station Lock feature. Page 11

12 Room 5: CM Station Features Room 5 presents learning objects on CM features programmed on stations (endpoints). The learning objects provide a description of the following CM features: Call Hold & Transfer, Call Forwarding, Priority Calling, Bridged Call Appearance, Call Coverage and Abbreviated Dialing. Avaya Learning recommends consuming the learning topics in the following order: - CM - Call Hold and Transfer - CM - Call Forwarding - CM - Priority Calling - CM - Bridged Call Appearance - CM - Call Coverage - CM - Abbreviated Dialing The information in this room will enable you to: - Describe the Call Hold and Transfer features. - Define the parameters required to administer Call Forwarding. - Describe the purpose of the Priority Calling feature. - Identify applications for the Bridged Call Appearance feature. - Identify applications for the Call Coverage feature. - Describe the key parameters needed to establish Abbreviated Dialing Lists. Page 12

13 Room 6: CM Group Features Room 6 presents learning objects that identify the following CM group features: Call Pickup, Directed Call Pickup and Team Buttons. The learning objects identify how a basic hunt group, ACD or EAS starts from creating a Hunt Group in CM. Avaya Learning recommends consuming the learning topics in the following order: - CM - Call Pickup/Directed Call Pickup - CM - Team Buttons - CM - Hunt Groups - CM - Automatic Call Distribution (ACD) and Expert Agent Selection (EAS) The information in this room will enable you to: - Describe the parameters needed to setup the Call Pickup and Directed Call Pickup features. - Describe the purpose and configuration of Team Buttons. - Describe the parameters required to configure a basic Hunt Group. - Define the Automatic Call Distribution (ACD) and Expert Agent Selection (EAS) features. Page 13

14 Room 7: CM Trunks and Routing Room 7 presents learning objects on trunk types and trunk administration. The learning objects for Facility Restriction Levels (FRL), Automatic Route Selection (ARS) and Automatic Alternate Routing (AAR) describe the call flow routing features/functions in CM. Avaya Learning recommends consuming the learning topics in the following order: - CM - Trunk Types - CM - Trunk Administration - CM - Facility Restriction Levels (FRL) - CM - Automatic Route Selection (ARS) - CM - Automatic Alternate Routing (AAR) The information in this room will enable you to: - Define the different trunk types supported in Communication Manager. - Define the necessary steps to administer trunks in Communication Manager. - Define the role of Facility Restriction Levels (FRL) in Communication Manager. - Define the configuration parameters for the Automatic Route Selection (ARS) feature. - Define the configuration parameters for the Automatic Alternate Routing (AAR) feature. Page 14

15 Room 8: CM System Status, Security, Backups and Reports The learning objects in Room 8 describe the steps to access and identify the Alarms and Error reports in (CM) and the process to configure and utilize Security violations and Real-Time Monitoring reports. Other learning objects discuss performing a backup in CM using SMI, accessing and interpreting CM Reports and the Reset System Levels in CM. Avaya Learning recommends consuming the learning topics in the following order: - CM Troubleshooting Alarms and Error Reports - CM Security and Real-Time Monitoring - CM Backups using SMI - CM Reports - CM Reset Levels The information in this room will enable you to: - Access and identify the Alarms and Error reports in Communication Manager. - How to access CM Security Violation reports and view Real-Time Monitoring Reports. - How to perform CM Backups using SMI. - How to generate and interpret CM Reports - Identify the Reset System Levels in Communication Manager. Page 15

16 Opinion Survey After completing this floor and participating in the practice lab workshop, please take a few minutes to answer some questions on your Avaya Learning Virtual Campus experience. The answers are confidential. Your input will help us to improve the virtual environment. Locate the link to the opinion survey in the theory or lab classroom area. There are posters for the opinion survey on the theory floor and as you exit the lab classroom. The URL for the survey for the Avaya Aura Communication Manager Administration content is: Thank you. Page 16