Avaya Support Credential Guide

Transcription

1 Avaya Support Credential Guide Avaya Implementation Professional Specialist (AIPS) Avaya Support Professional Specialist (ASPS) Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS) Avaya Certified Solution Expert (ACSE) 15 January January 2015 V Avaya, Inc. all rights reserved.

2 Purpose: This guide provides background and planning information for the following Avaya Professional Credential Program support credentials: Avaya Implementation Professional Specialist (AIPS) Avaya Support Professional Specialist (ASPS) Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS) Avaya Certified Solution Expert (ACSE). Information in the document is presented as of 15 January 2015 unless noted otherwise. For the latest information on the Avaya Professional Credential Program and the training curriculums that support it, log-in to the Avaya Learning Center Avaya Implement & Support Credential availability Test Preparation and Foundational Knowledge Certification Learning Partners Credential Program Policies and Procedures Information on the Avaya Credential Management System which allows credential holders to access their credential transcripts, download certificates and logos as well as publish credential verification reports for viewing by authorized 3rd parties. How to register to take an Avaya credential proctored exam at Pearson VUE Testing Centers News Highlights covering the most recent enhancements to Avaya Learning Center offerings and Avaya Professional Credential Program 15 January 2015 V Avaya, Inc. all rights reserved. 2

3 Table of Contents 1. Avaya Professional Credential Program Overview Avaya Support Credential Program Structure Avaya Implementation Professional Specialist (AIPS) Avaya Support Professional Specialist (ASPS) Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS) Avaya Certified Solution Expert (ACSE) Credential Portfolio Overview Support Credential Testing Scenarios Support Credentials Plan-of-Record Preparing For and Scheduling Avaya Online Tests and Proctored Exams Support Credential Core Training Course Curriculum Maps Small and Medium Enterprise (SME) Communications Unified Communications Contact Center... Error! Bookmark not defined Networking Appendix A - AIPS, ASPS, ACIS and ACSS Knowledge and Skills Matrices Appendix B - Credential Listing and Test Requirements January 2015 V Avaya, Inc. all rights reserved. 3

4 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 and Support credentials. Sales Credentials Support Credentials Sales and Design Credentials Avaya Professional Sales Specialist (APSS) Avaya Professional Design Specialist (APDS) Avaya Certified Design Specialist (ACDS) Implementation and Support Credentials Avaya Implementation Professional Specialist (AIPS) Avaya Support Professional Specialist (ASPS) Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS) Avaya Certified Solution Expert (ACSE) Avaya uses a blend of online tests and proctored exams to validate competencies. APSS, APDS, AIPS and ASPS credentials are awarded based upon passing online tests. ACDS, ACIS, ACSS and ACSE credentials incorporate proctored exams as a requirement to earn the credential. This guide provides background and planning information for Avaya Support Credentials. The Avaya implementation and support credentials validate knowledge and skills in the areas of product implementation, administration, maintenance and troubleshooting for Avaya Solutions. 15 January 2015 V Avaya, Inc. all rights reserved. 4

5 The ACSE credential is planned for release in To earn the ACSE credential will require at a minimum holding a subset of product support certifications within an Avaya Solution offer. 2. Avaya Support Credential Program Structure Certification credentials use proctored exams delivered through Pearson VUE Test Centers. Professional Specialist credentials use non-proctored online tests delivered via the Avaya Learning Center. Not all products have both Professional Specialist and Certification credentials. The types of credentials and the number of tests/exams to earn a credential is a function of the product s complexity in the areas of implementation, administration and support. When both an Implementation and Support credential exists for a product, holding the Implementation credential may be a requirement to earn the Support credential. Be sure to check the Support Credential Curriculum Map for detailed credential requirements. When holding the Implementation credential is a requirement, passing the Implementation test or exam first is recommended but not required; credential tests or exam may be taken in any order. In support of the Avaya Professional Credential Program, Avaya Learning offers a wide variety of training content to meet the needs of our Partners, Customers, and Associates. Fundamental to all earning Avaya Credentials is a solid understanding of the core technologies upon which the products and solutions are built. Avaya recommends the Programs of leading industry players to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School (SSCA). 15 January 2015 V Avaya, Inc. all rights reserved. 5

6 3. Avaya Implementation Professional Specialist (AIPS) This credential qualifies 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 Implementation Professional Specialist (AIPS) credential: Is available to everyone Uses online tests delivered via the Avaya Learning Center The credential is valid for 2 years Certificates are issued and credential logos are available 4. Avaya Support Professional Specialist (ASPS) This credential qualifies 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 Implementation Professional Specialist (AIPS) credential, the Avaya Support Professional Specialist (ASPS) credential: Is available to everyone Uses online tests delivered via the Avaya Learning Center The credential is valid for 2 years Certificates are issued and credential logos are available 15 January 2015 V Avaya, Inc. all rights reserved. 6

7 5. Avaya Certified Implementation Specialist (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 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 6. Avaya Certified Support Specialist (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 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 15 January 2015 V Avaya, Inc. all rights reserved. 7

8 7. Avaya Certified Solution Expert (ACSE) The ACSE credential is planned for release in To earn the Avaya Certified Solution Expert credential will require at a minimum holding a subset of product support certifications within an Avaya Solution offer. ACSE certifies a candidate has achieved a broad understanding of and competence in implementation, troubleshooting, maintaining and administration across multiple products comprising an Avaya Solution. This Solution Expert Certification represents the highest level credential achievement of Avaya support expertise and experience, truly differentiating best in class engineers. ACSE Certifications are valid for 2 years and are open to all audiences. Certificates and logos will be available. For additional support credential comparative information see Appendix A AIPS, ASPS, ACIS and ACSS Knowledge and Skills Matrices. 8. Credential Portfolio Overview The Avaya Professional Credential Program 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 support credentials. Support Credentials by Solution Track As of 15 January 2015 Professional Specialists Implementation Support Certified Specialists Implementation Support Solution Tracks Small and Medium Enterprise (SME) Communications Avaya Implementation Professional Specialist (AIPS) SME Communications (1) Avaya Support Professional Specialist (ASPS) SME Communications (2) Avaya Certified Implementation Specialist (ACIS) SME Communications (0) Avaya Certified Support Specialist (ACSS) SME Communications (1) Unified Communications Unified Communications (3) Unified Communications (9) Unified Communications (3) Unified Communications (9) Contact Center Contact Center (1) Contact Center (4) Contact Center (2) Contact Center (5) Networking Networking (1) Networking (2) Networking (1) Networking (2) Professional Role Technician Maintenance Support Technician Maintenance Support 15 January 2015 V Avaya, Inc. all rights reserved. 8

9 9. Support Credential Testing Scenarios The diagram below illustrates possible Professional Specialist and Certification credential testing scenarios Example #2 - ASPS or ACSS - AIPS or ACIS Maintenance & Troubleshooting Test / Exam Administration Test / Exam Example #3 Maintenance & Troubleshooting Test / Exam Example #1 Example #4 Implementation Test / Exam Implementation Test / Exam Implementation Test / Exam Implementation, Maintenance & Troubleshooting Test / Exam Implementation Credential Only No Support Credential Implementation Credential is a Requirement To Earn Support Credential Implementation Credential is a Requirement To Earn Support Credential Support Credential includes Implementation Requirements Example 1 Requires passing: An Implementation online test or proctored exam No Support Credential is Example 2 Requires passing: A Support Maintenance & Troubleshooting online test or proctored exam A Support Administration online test or proctored exam An Implementation online test or proctored exam (Holding the Implementation credential) Example 3 Requires passing: A single Support Maintenance & Troubleshooting online test or proctored exam An Implementation online test or proctored exam (Holding the Implementation credential) Example 4 Requires passing: A single Support credential Implementation & Maintenance online test or proctored exam The implementation requirements are captured in the one online test or proctored exam. Note: Credential structure examples shown above are for illustrative purposes only. Details on the individual AIPS, ASPS, ACIS and ACSS online tests or proctored exams required; including core course curriculum maps are available in Section January 2015 V Avaya, Inc. all rights reserved. 9

10 10. Support Credentials Plan-of-Record Following is the status of Avaya Support Credentials as of 15 January It reflects credential curriculum maps available, under development, planned and/or retiring. Credential Curriculum Maps Curriculum Maps by Core Courseware Portfolio AIPS ASPS ACIS ACSS Small and Medium Enterprise Communications Avaya Small and Medium Enterprise Communications (Avaya IP Office) Avaya IP Office Contact Center Avaya Contact Center Select Unified Communications Avaya Aura Presense Services Avaya Application Enablement Services Avaya Aura Application Server 5300 R3 Avaya Hospitality Messaging Server 400 Avaya Message Networking Avaya Modular Messaging with Microsoft Exchange Avaya one-x Speech Avaya Aura Collaboration Environment Avaya Agile Communication Environment Avaya Aura Communication Manager and CM Messaging - Embedded (R6.x) Avaya Aura Conferencing (R7.x) Avaya Aura Messaging Avaya Aura Session Manager and System Manager Avaya IP Office Deployed as a Branch Avaya CallPilot Avaya Communication Server 1000 for Avaya Aura Avaya Modular Messaging with Avaya Message Store Avaya UC Soft Clients Avaya Session Boarder Controller Enterprise Avaya Scopia Endpoints Avaya Scopia Solution (Continued on Next Page) 15 January 2015 V Avaya, Inc. all rights reserved. 10

11 Credential Curriculum Maps Continued Curriculum Maps by Core Courseware Portfolio AIPS ASPS ACIS ACSS Contact Center Avaya Aura Contact Center Avaya Aura Contact Center CCT and Multimedia Avaya Aura Call Center Elite Avaya Aura Call Center Elite Multichannel Avaya Aura Contact Recording and Avaya Aura Quality Monitoring R 12 Avaya Aura Experience Portal with Proactive Outreach Manager Avaya Call Management System Avaya Control Manager Avaya Proactive Contact Avaya Workforce Management Avaya Interaction Center/Operational Analyst Networking Avaya Wireless LAN 8100 Avaya Stackable Ethernet Routing Switch and Virtual Services Platform (VSP) Avaya Identity Engines Avaya ERS 8000 and VSP 9000 Avaya Ethernet Routing Switch Retiring 28 Feb 15 Avaya Virtual Services Platform January 2015 V Avaya, Inc. all rights reserved. 11

12 Credential Curriculum Maps 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. Details on individual Support Credential test/exam requirements, including core training course curriculum maps are available in Section 12. Also reference Appendix B Credential Listing and Test Requirements for a quick view of testing requirements. 11. Preparing For and Scheduling Avaya Online Tests and Proctored Exams Preparing for Avaya Support Online Tests and Proctored Exams Visit the Avaya Learning Center at and use the Catalog Search functionality by either searching for Curriculum/Credential or Search by Course Code. The Avaya Professional Credential Program landing page (click on Credential Program on left hand navigation bar) provides additional information around available credentials, useful program documentation and latest news. Training is recommended and core training courses are often supplemented as part of a comprehensive study program. Review the credential, online test / proctored exam and all curriculum map training course descriptions to determine the scope of training and experience most appropriate for you to prepare for the online test or proctored exam. Technology Fundamentals Selling, designing, implementing and maintaining Avaya Products / Solutions require a solid understanding of the core technologies upon which they are built. Avaya recommends the programs of leading industry players to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School (SSCA). Access the Foundational Knowledge link on the Avaya Professional Credential Program landing page to learn more about these important programs. Taking an Avaya Online Test Avaya Online Tests are taken via the Avaya Learning Center. Students are required to log in to the Avaya Learning Center via Avaya Single Sign-On (SSO) process. 15 January 2015 V Avaya, Inc. all rights reserved. 12

13 For questions related to registering for an Online Test or the SSO process please contact the Helpdesk at: Avaya Learning Help Desk Call Center Call 866 Avaya 54 or [North American Region] Avaya Learning Help Desk Website Submit a request to the Support team at Avaya Learning Center - Access via Secure Sign-on (SSO) and Avaya Learning Helpdesk Contact Information To register for an Avaya online test, log in to 15 January 2015 V Avaya, Inc. all rights reserved. 13

14 Scheduling a Proctored 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 to see currently available Avaya exams, regional exam pricing and register for a proctored exam session. 15 January 2015 V Avaya, Inc. all rights reserved. 14

15 12. Support Credential Core Training Course Curriculum Maps Section 12 Table of Contents Curriculum Maps by Core Courseware Portfolio AIPS ASPS ACIS ACSS Small and Medium Enterprise Communications Avaya Small and Medium Enterprise Communications (Avaya IP Office) Page 17 Page 17 Avaya IP Office Contact Center Page 18 Avaya Contact Center Select Page 19 Unified Communications Avaya Aura Presense Services Page 22 Avaya Application Enablement Services Page 20 Avaya Aura Application Server 5300 R3 Page 20 Avaya Hospitality Messaging Server 400 Page 22 Avaya Message Networking Page 23 Avaya Modular Messaging with Microsoft Exchange Page 23 Avaya one-x Speech Page 23 Avaya Aura Collaboration Environment Page 21 Avaya Agile Communication Environment Page 19 Avaya Aura Communication Manager and CM Messaging - Embedded (R6.x) Page 24 Page 25 Avaya Aura Conferencing Page 26 Avaya Aura Messaging Page 26 Avaya Aura Session Manager and System Manager Page 26 Avaya IP Office Deployed as a Branch Page 21 Avaya CallPilot Page 24 Page 27 Avaya Communication Server 1000 for Avaya Aura Page 24 page 27 Avaya Modular Messaging with Avaya Message Store Page 28 Avaya UC Soft Clients Page 21 Avaya Session Boarder Controller Enterprise Page 28 Avaya Scopia Endpoints Page 22 Avaya Scopia Solution Page 28 (Continued on Next Page) 15 January 2015 V Avaya, Inc. all rights reserved. 15

16 Section 12 Table of Contents (continued) Curriculum Maps by Core Courseware Portfolio AIPS ASPS ACIS ACSS Contact Center Avaya Aura Contact Center Page 29 Page 30 Avaya Aura Contact Center CCT and Multimedia Page 29 Avaya Aura Call Center Elite Page 31 Avaya Aura Call Center Elite Multichannel Page 33 Avaya Aura Contact Recording and Avaya Aura Quality Monitoring R 12 Avaya Aura Experience Portal with Proactive Outreach Manager Avaya Call Management System Page 34 Avaya Control Manager Page 35 Page 32 Page 31 Avaya Proactive Contact Page 34 Avaya Workforce Management Page 35 Avaya Interaction Center/Operational Analyst Page 33 Networking Avaya Wireless LAN 8100 Page 36 Avaya Stackable Ethernet Routing Switch and Virtual Page 37 Avaya Identity Engines Page 38 Avaya ERS 8000 and VSP 9000 Avaya Ethernet Routing Switch Page 36 Page 36 Avaya Virtual Services Platform 9000 Page 37 Following is a view of the core training course Curriculum Maps for Avaya Support Credentials as of 15 January For the most current information on the Avaya Support Credential Curriculum Maps including Foundational Knowledge and Supplemental Learning options visit the Avaya Learning Center For questions about the Avaya Professional Credential Program and scheduling training please contact the Avaya Learning Helpdesk. Avaya Learning Help Desk Call Center Call 866 Avaya 54 or [North American Region] Avaya Learning Help Desk Website Submit a request to the Support team at 15 January 2015 V Avaya, Inc. all rights reserved. 16

17 12.1 Small and Medium Enterprise (SME) Communications AIPS - Avaya IP Office (AIPS ) To earn the AIPS - Avaya IP Office Credential: Please choose one of the following paths: Avaya Virtual Campus Offering Path: On Demand 10S00005E Knowledge Access: Avaya IP Office Platform Implementation hours Traditional Training Path: V-Classroom 10S00005V Avaya IP Office Platform Technical Basic Implementation Workshop hours Online Tests: Online Test 4000 Avaya IP Office Basic Implementation Test (Retires 28 Feb 2015) 1.50 hours Online Test 4001 Avaya IP Office Basic Implementation Test (New 30 Jan 2015) 1.50 hours Online Test 4000DEU Avaya IP Office Basic Implementation Test (German) 1.50 hours Online Test 4000FRA Avaya IP Office Basic Implementation Test (French) 1.50 hours Online Test 4000ESN Avaya IP Office Basic Implementation Test (Spanish) 1.50 hours Online Test 4000ITA Avaya IP Office Basic Implementation Test (Italian) 1.50 hours Online Test 4000NLD Avaya IP Office Basic Implementation Test (Dutch) 1.50 hours Online Test 4000PLK Avaya IP Office Basic Implementation Test (Polish) 1.50 hours Online Test 4000RUS Avaya IP Office Basic Implementation Test (Russian) 1.50 hours Online Test 4000TRK Avaya IP Office Basic Implementation Test (Turkish) 1.50 hours ACSS - SME Communications (ACSS ) To earn the ACSS - SME Communications (ACSS ) credential: Please choose one of the following paths: Avaya Virtual Campus Offering Path: On Demand 5S00004E Knowledge Access: Avaya IP Office Platform Support hours Or On Demand 0S00010E Knowledge Collection Access: Midmarket Implementation and Support hours Traditional Training Path: V-Classroom 5S00004V Avaya IP Office Platform Advanced Configuration Application Workshop hours Exams: This exam is available in eight additional languages at Pearson VUE Test Centers Exam 3001 ACSS - Avaya Small and Medium Enterprise (SME) Communications (Retires 28 Feb 2015) 1.50 hours Exam 3002 ACSS - Avaya Small and Medium Enterprise (SME) Communications (New 30 Jan 2015) 1.50 hours 15 January 2015 V Avaya, Inc. all rights reserved. 17

18 12.1 Small and Medium Enterprise (SME) Communications ASPS - Avaya IP Office Contact Center (ASPS ) To earn the ASPS - Avaya IP Office Contact Center Credential: Credential Requirements: Requirement #1: Hold one of the following three Credentials: AIPS 4000 AIPS - Avaya IP Office Or ACSS 3000 ACSS - Avaya Small and Medium Enterprise (SME) Communications Or ACIS 6401 ACIS SME Communications (Retired Credential). Current credential holders will be recognized. Requirement #2: Pass the Online Test #5001: Online Test 5001 Avaya IP Office Contact Center Implementation and Maintenance Test 1.50 hours Courses and Online Test: Avaya Virtual Campus : Choose one of the following: On Demand 8S00010E Knowledge Access: Avaya IP Office Platform Contact Center Implementation and Support hours Or On Demand 0S00010E Knowledge Collection Access: Midmarket Implementation and Support hours Online Test 5001 Avaya IP Office Contact Center Implementation and Maintenance Test 1.50 hours 15 January 2015 V Avaya, Inc. all rights reserved. 18

19 12.1 Small and Medium Enterprise (SME) Communications ASPS Avaya Contact Center Select (ASPS ) To earn the ASPS Avaya Contact Center Select (ASPS ) credential: Requirement #1: Hold one of the following three credentials: Exam 3001 ACSS - Avaya Small and Medium Enterprise (SME) Communications 1.50 hours Online Test 4000 AIPS - Avaya IP Office Basic Implementation Test 1.50 hours OR Exam 6402 ACIS SME Communications (Retired Credential. Current Credential holders will be recognized) 1.00 hours Requirement #2: Pass the Online Test #5000: Online Test 5000 ASPS Avaya Contact Center Select Implementation and Maintenance Test 1.50 hours Virtual Campus: Choose one of the following to prepare for the Online Test #5000: On Demand 8S00020E Knowledge Access: Avaya Contact Center Select Implementation and Support hours On Demand 0S00010E Knowledge Collection Access: Midmarket Implementation and Support hours Online Test 5000 ASPS Avaya Contact Center Select Implementation and Maintenance Test 1.50 hours For Avaya Contact Center Select administration training: On Demand 0S00200E Knowledge Access: Avaya Contact Center Select Administration 34.0 hours 12.2 Unified Communications AIPS Avaya Agile Communication Environment Core (AIPS ) To earn the AIPS Avaya Agile Communication Environment Core credential: Virtual Campus Path On Demand 10U00010E Knowledge Access: Avaya Agile Communication Environment Core Implementation hours Or On Demand 0U00110E Knowledge Collection Access: Avaya Unified Communication Core Implementation hours Online Tests: Online Test 4103 Avaya Agile Communication Environment Core Implementation Test 1.00 hours 15 January 2015 V Avaya, Inc. all rights reserved. 19

20 12.2 Unified Communications AIPS - Application Enablement Services (AES) (AIPS ) To earn the AIPS - Application Enablement Services (AES) credential: Virtual Campus Path: On Demand 10U00030E: Knowledge Access: Avaya Aura Application Enablement Services Implementation hours Or On Demand 0U00110E Knowledge Collection Access: Avaya Unified Communication Core Implementation hours Online Tests: Online Test 4100 Avaya Aura Application Enablement Services Implementation Test 2.00 hours AIPS - Avaya Aura Application Server 5300 R3 (AIPS ) To earn the AIPS - Avaya Aura Application Server 5300 R3 credential: Prerequisite 5400 ASPS Avaya Stackable ERS and VSP Credential Courses: Custom Administration Bundle includes tests 6584J and 6585J that are required for the credential. Please contact Avaya Gov for pricing and registration. Classroom 0U00137I AS5300 Custom Administration Bundle hours Classroom 0U00120I Avaya Aura Application Server 5300 R3 Implementation and Commissioning hours Classroom 0U00121I Avaya Aura Application Server 5300 R2 to R3 Upgrade hours V-Classroom 0U00122V Avaya Aura Application Server 5300 R3 RTS UC Features and Services Delta hours Online test 0U00122A Avaya Aura application Server 5300 R3 Implementation Assessment 1.5 hours Recommended Training for End Users These courses are not applicable for the AIPS Avaya Aura Application Server (5300 R3.x) 4102 Certification. These courses are for a Certificate of Completion for End Users. Classroom 0U00137I AS5300 Custom Administration Bundle hours Classroom 0U00130I Avaya Aura Application Server (AS5300) System Administration hours Classroom 0U00131I Avaya Aura Application Server (AS5300) System Administration hours 15 January 2015 V Avaya, Inc. all rights reserved. 20

21 12.2 Unified Communications ASPS - Avaya Aura Collaboration Environment (ASPS 5105) To earn the ASPS - Avaya Aura Collaboration Environment credential: Virtual Campus Path On Demand 8U00040E Knowledge Access: ASPS - Avaya Aura Collaboration Environment Implementation and Support 5.75 hours Online Tests: Online Test 5105 Avaya Aura Collaboration Environment Implementation and Maintenance Test 1.50 hours ASPS - Avaya IP Office Platform Deployed as a Branch (ASPS 5103) To earn the ASPS - Avaya IP Office Deployed as a Branch credential: Fundamental Knowledge On-Demand 4U00040E Knowledge Access: Avaya Aura Session Manager and System Manager Implementation 40 hours On-Demand 5U00050E: Knowledge Access: Avaya Aura Session Manager and System Manager Support 47 hours Virtual Campus Path: On Demand 8U00020E Knowledge Access: Avaya IP Office Platform Deployed as a Branch Implementation and Support hours Or On Demand 5U00160E Knowledge Collection Access: Avaya Unified Communications Core Support hours Online Tests: Online Test 5103 Avaya IP Office Platform Deployed as a Branch Implementation and Maintenance Test 1.50 hour ASPS - Avaya UC Soft Clients (ASPS 5104) To earn the ASPS - Avaya UC Soft Clients credential: Please choose one of the following paths: Virtual Campus Path: On Demand 5U00150E: Knowledge Access: Avaya UC Soft Clients Implementation and Support hours On Demand 8U00030O What s New in Avaya Multimedia Messaging 2.1, Avaya Communicator for Android 2.1 and Avaya Communicator for Windows hours Online Tests: Online Test 5106 Avaya UC Soft Clients Implementation and Maintenance Test 1.50 hours Online Test 5104 Avaya UC Soft Clients Implementation and Maintenance Test (Retiring Jan 31, 2015) 1.50 hours 15 January 2015 V Avaya, Inc. all rights reserved. 21

22 12.2 Unified Communications ASPS - Avaya Scopia Endpoints (ASPS 5102) To earn the ASPS - Avaya Scopia Endpoints credential: Virtual Campus Path: On Demand 2U00130E: Knowledge Access: Avaya Scopia Solution and Endpoints hours Online Tests: Online Test 5102 Avaya Scopia Endpoints Implementation and Maintenance Test 1.50 hours ASPS - Avaya Aura Presence Services (ASPS ) Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for the associated exams: On Demand 1A00234E Knowledge Access: Avaya Aura Fundamental Technology hours To earn the ASPS Avaya Aura Presence Services credential: Please choose one of the following: Courses: On Demand 8U00170E Knowledge Access: Avaya Aura Presence Services Implement and Support hours On Demand 0U00110E Knowledge Collection Access: Avaya Unified Communication Core Implementation hours On Demand 5U00160E Knowledge Collection Access: Avaya Unified Communication Core Support hours Online Tests: Online Test 5100 Avaya Aura Presence Services Implementation and Maintenance Test 1.50 hours ASPS - Avaya Hospitality Messaging Server 400 (ASPS 5203) To earn the ASPS - Avaya Hospitality Messaging Server 400 credential: Courses: On Demand 0M00135O Hospitality Messaging Server 400 Implementation, Administration, and Maintenance 5.00 hours Online Tests: Online Test 0M00135A Hospitality Messaging Server 400 Implementation, Administration, and Maintenance Assessment 1.00 hour 15 January 2015 V Avaya, Inc. all rights reserved. 22

23 12.2 Unified Communications ASPS - Avaya Message Networking (ASPS ) To earn the ASPS - Avaya Message Networking credential: Courses: Classroom ATI02046IEN Avaya Messaging Networking Implementation hours Online Tests: Online Test ATI02046AEN Avaya Message Networking Implementation and Maintenance Assessment 1.00 hour Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for the associated Online Tests: Classroom ATI01139IEN Avaya Modular Messaging Implementation for Avaya Message Store hours Assessment ATI01139AEN Avaya Modular Messaging Implementation for Avaya Message Store Assessment 0.50 hours ASPS - Avaya Modular Messaging with Microsoft Exchange (ASPS ) To earn the ASPS - Avaya Modular Messaging with Microsoft Exchange credential: Courses: Web AVA01096WEN Avaya Modular Messaging 4.0 Administration for Microsoft Exchange 4.00 hours Classroom AVA01097H00 Avaya Modular Messaging 4.0 Implementation for Microsoft Exchange hours Online AVA01097AEN Avaya Modular Messaging 4.0 Implementation for Microsoft Exchange (Assessment) 1.00 hour Online Tests: Online Test 5201 Avaya Modular Messaging for Microsoft Exchange Implementation and Maintenance Test 1.50 hours Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for the associated online tests: Classroom 1M00100I Avaya Modular Messaging Caller Applications hours Assessment 1M00100A Avaya Modular Messaging Caller Applications Assessment 1.50 hours V-Classroom AVA00763IEN Switch Integration for Modular Messaging 3.00 hours ASPS - Avaya one-x Speech (ASPS ) To earn the ASPS - Avaya one-x Speech credential Courses: Classroom ATI02056IEN one-x Speech Implementation hours Online Tests: Online Test ATI02056AEN Avaya one-x Speech Implementation and Maintenance Assessment 1.00 hour 15 January 2015 V Avaya, Inc. all rights reserved. 23

24 12.2 Unified Communications ACIS - CallPilot (ACIS ) To earn the 7303 ACIS -Avaya CallPilot credential: Classroom 0329C Avaya CallPilot 5.0 Installation and Configuration hours Exam 7303 Avaya CallPilot Implementation Exam 1.50 hours ACIS - Avaya Aura Communication Manager and CM Messaging Embedded (R6.x) (ACIS ) Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for associated exams: On Demand 1A00234E Knowledge Access: Avaya Aura Fundamental Technology hours To earn the ACIS Avaya Aura Communication Manager and CM Messaging - Embedded (R6.x) credential: Avaya Aura Communication Manager Implementation - Please choose one of the following: Avaya Virtual Campus Offering: Please choose one of the following: On Demand 4U00030E Knowledge Access: Avaya Aura Communication Manager and CM Messaging Embedded Implementation hours Or On Demand 0U00110E Knowledge Collection Access: Avaya Unified Communication Core Implementation hours Exam 6002 Avaya Aura Communication Manager and CM Messaging (R6.0) Implementation Exam 2.00 hours ACIS Avaya Communications Server 1000 for Avaya Aura (ACIS ) To earn 7003 ACIS - Avaya Communication Server 1000 for Avaya Aura credential please select one of the options below plus *What s New with Avaya Communication Server 1000 for Release 7.6: Option 1: Take these courses if you are new to this product: Web 6374W Avaya Communication Server 1000 UCM Architecture Fundamentals 8.00 hours Classroom 6376C Avaya Communication Server 1000E Release 7.5 Implementation and Upgrade hours Choose one of these two: V-Classroom 0200F Meridian 1 and Communication Server Familiarization hours Classroom 0200C Meridian 1 and Avaya CS Familiarization hours Continued on Page January 2015 V Avaya, Inc. all rights reserved. 24

25 12.2 Unified Communications ACIS Avaya Communications Server 1000 for Avaya Aura (ACIS ) Continued from page 24 Choose one of these two: V-Classroom 6351X Avaya Communication Server (CS) System Administration & Management hours Classroom 6351C Avaya Communication Server System Administration & Management 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 Bootcamp 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 hours Web 9U00184W What s New with Communication Server 1000 Release 7.6? 4.00 hours Exam 7003 Avaya Communication Server 1000 for Avaya Aura Implementation Exam 1.50 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 (R6.0) Implementation Exam 2.00 hours Administration courses and exams: Avaya Virtual Campus Offering Path Please choose one of the following: On Demand 5U00051E Knowledge Access: Avaya Aura Communication Manager Administration hours On Demand 5U00170E knowledge Collection Access: Avaya Unified Communication Administration hours Exam 3100 Avaya Aura Communication Manager Administration Exam 1.50 hours Maintenance and Troubleshooting courses and exams: Please choose one of the following paths: Avaya Virtual Campus Offering Path Please choose on of the following: On Demand 5U00060E Knowledge Access: Avaya Aura Communication Manager and CM Messaging Embedded Support hours On Demand 5U00160E Knowledge Collection Access: Avaya Unified Communication Core Support hours Please choose an Instructor-Led or Virtual Instructor-Led course: Classroom 4U00115I Avaya Aura Communication Manager Implementation Upgrade (R5.x to R6.x) hours Virtual 4U00115V Avaya Aura Communication Manager Implementation Upgrade (R5.x to R6.x) hours Exam 3101 Avaya Aura Communication Manager and CM Messaging Embedded Maintenance & Troubleshooting Exam 1.75 hours 15 January 2015 V Avaya, Inc. all rights reserved. 25

26 12.2 Unified Communications ACSS - Avaya Aura Conferencing (ACSS 3202) To earn the ACSS - Avaya Aura Conferencing credential: On Demand 5U00120E Knowledge Access: Avaya Aura Conferencing Implementation and Support hours Exam 3204 Avaya Aura Conferencing Implementation and Maintenance Exam 1.75 hours ACSS - Avaya Aura Messaging (ACSS ) To earn the courses the 3203 ACSS - Avaya Aura Messaging credential: Virtual Campus Path: On Demand 5U00140E Knowledge Access: Avaya Aura Messaging Implementation, Administration, and Support hours Exam 3203 Avaya Aura Messaging Implementation and Maintenance Exam 1.75 hours ACSS - Avaya Aura Session Manager and System Manager (ACSS ) To earn the ACSS - Avaya Aura Session Manager and System Manager credential: On Demand 1A00236E Knowledge Access: Avaya Aura Session Manager and System Manager Fundamentals hours Web 5U00106W Avaya Aura System Manager Overview 1.00 hours Web 5U00105W Avaya Aura Session Manager Overview 4.00 hours Please choose one of the following paths: Avaya Virtual Campus Offering Path: Please choose either the Knowledge Access or the Knowledge Collection Access bundle. On Demand 4U00040E Knowledge Access: Avaya Aura Session Manager and System Manager Implementation hours On Demand 0U00110E Knowledge Collection Access: Avaya Unified Communication Core Implementation hours On Demand 5U00050E Knowledge Access: Avaya Aura Session Manager and System Manager Support hours On Demand 5U00160E Knowledge Collection Access: Avaya Unified Communication Core Support hours Traditional Path: 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 hours V-Classroom 5U00096V Avaya Aura Session Manager Implementation, Administration, Maintenance and Troubleshooting hours Exam 3102 Avaya Aura Session Manager and System Manager Implementation and Maintenance Exam 1.75 hours 15 January 2015 V Avaya, Inc. all rights reserved. 26

27 12.2 Unified Communications ACSS - CallPilot (ACSS ) To earn the 3205 ACSS - Avaya CallPilot you must also hold the 7303 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 and Exam Classroom 0327C Avaya CallPilot 5.0 System Administration and Applications hours Exam 7304 Avaya CallPilot Maintenance Exam 1.50 hours ACSS - Avaya Communications Server 1000 for Avaya Aura (ACSS ) To earn the ACSS - Avaya Communication Server 1000 for Avaya Aura credential: Implementation courses and exams: 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 Maintenance Courses and exams: Option 1: Take these courses if you are new to this product: Classroom 0956C Avaya Communication Server 1000 IP BARS/NARS hours Classroom 0781C Avaya CS Dialing Plan Design and IP Peer Networking 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 Bootcamp hours Exam 7004 Avaya Communication Server 1000 for Avaya Aura Maintenance Exam 1.75 hours 15 January 2015 V Avaya, Inc. all rights reserved. 27

28 12.2 Unified Communications ACSS - Avaya Modular Messaging with Avaya Message Store (ACSS ) 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 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 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 - Avaya Session Border Controller Enterprise (ACSS-3107) To earn the ACSS - Avaya Session Border Controller Enterprise credential: Please choose one of the following paths: Avaya Virtual Campus Offering Path: Please choose one of the following: On Demand 5U00090E Knowledge Access: Avaya Session Border Controller for Enterprise Implement and Support hours On Demand 5U00160E Knowledge Collection Access: Avaya Unified Communications Core Support hours Exam 3107 Avaya Session Border Controller Enterprise Implementation and Maintenance Exam 1.50 hours ACSS Avaya Scopia Solution (ACSS 3103) To earn the ACSS Avaya Scopia Solution credential: Please choose one of the following paths: Avaya Virtual Campus Path On Demand 2U00130E Knowledge Access: Avaya Scopia Solution and Endpoints Implementation and Support hours Or Traditional Path Classroom 5U00130I Avaya Scopia Solution and Endpoints hours Exam 3108 Avaya Scopia Solution Implementation and Maintenance Exam 1.50 hours 15 January 2015 V Avaya, Inc. all rights reserved. 28

29 12.3 Contact Center ACIS - Avaya Aura Contact Center (ACIS ) Avaya Learning Virtual Campus Avaya Aura Contact Center Virtual Campus Offer (VCO) is offered through Avaya Learning s Virtual Campus. The components include self-directed lecture content, instructor facilitated Ask the Mentor sessions and Instructor Facilitated Lab practices. To earn 6202 ACIS - Avaya Aura Contact Center Implementation credential: Virtual Campus Offering Path: Choose one of the following: On Demand 0C00070E Knowledge Collection Access: Avaya Aura Contact Center Portfolio hours On Demand 4C00020E Knowledge Access: Avaya Aura Contact Center Implementation hours Exam 6202 Avaya Aura Contact Center Implementation Exam 1.50 hours ACIS - Avaya Aura Contact Center CCT and Multimedia (ACIS ) Avaya Learning Virtual Campus Avaya Aura Contact Center CCT and Multimedia Virtual Campus Offer (VCO) are offered through Avaya Learning s Virtual Campus. The components include selfdirected lecture content, instructor facilitated Ask the Mentor sessions and Instructor Facilitated Lab practices. To earn the ACIS - Avaya Aura Contact Center CCT and Multimedia (ACIS ) credential: Virtual Campus Offering : Choose one of the following: On Demand 0C00070E Knowledge Collection Access: Avaya Aura Contact Center Portfolio hours On Demand 4C00020E Knowledge Access: Avaya Aura Contact Center Implementation hours On Demand 4C00050E Knowledge Access: Avaya Aura Contact Center CCT and Multimedia Implementation hours Exam 6209 Avaya Aura Contact Center CCT and Multimedia Implementation Exam 1.50 hours 15 January 2015 V Avaya, Inc. all rights reserved. 29

30 12.3 Contact Center ACSS - Avaya Aura Contact Center (ACSS 3300) To earn the 3300 ACSS - Avaya Aura Contact Center credential, take the following courses and four exams: Implementation courses and exams: Learning Link ACIS - Avaya Aura Contact Center (ACIS ) Exam 6202 Avaya Aura Contact Center Implementation Exam 1.50 hours Learning Link ACIS - Avaya Aura Contact Center CCT and Multimedia (ACIS ) Exam 6209 Avaya Aura Contact Center CCT and Multimedia Implementation Exam 1.50 hours Virtual Campus Offering Path: Choose one of the following: On Demand 0C00070E Knowledge Collection Access: Avaya Aura Contact Center Portfolio hours On Demand 5C00030E Knowledge Access: Avaya Aura Contact Center hours Traditional Training Path: Classroom 5C00012I Avaya Aura Contact Center Maintenance and Troubleshooting Boot Camp hours Exam 3301 Avaya Aura Contact Center Maintenance and Troubleshooting Exam 1.75 hours Administration courses and exams: Virtual Campus Offering Path: Choose 5C00070E and 5C00080E below: On Demand 5C00070E Knowledge Access: Avaya Aura Contact Center Administration hours On Demand 5C00080E Knowledge Access: Avaya Aura Contact Center - Orchestration Designer Scripting hours Or Traditional Training Path: Please choose the 3609C or the 3609X and the 3610C, OR the 3621C course: Classroom 3609C Avaya Aura Contact Center Administration hours OR V-Classroom 3609X Avaya Aura Contact Center Administration hours Classroom 3610C Avaya Aura Contact Center - Orchestration Designer Scripting hours Exam 3300 Avaya Aura Contact Center Administration Exam 1.75 hours 15 January 2015 V Avaya, Inc. all rights reserved. 30

31 12.3 Contact Center ACSS - Avaya Aura Call Center Elite (ACSS ) To earn 3304 ACSS - Avaya Aura Call Center Elite Implementation Credential, take the following courses and exams: Administration course and exam: On Demand 5U00051E Knowledge Access: Avaya Aura Communication Manager Administration hours Exam 3100 Avaya Aura Communication Manager Administration Exam 1.50 hours Implementation course and exam: Please choose one of the following: Virtual Campus Offering Path: Choose one of the following: On Demand 5C00091E Knowledge Access: ACSS - Avaya Aura Call Center Elite Implementation and Configuration hours OR Traditional Training Path: V-Classroom 5C00091V Avaya Aura Call Center Elite Implementation and Configuration hours Classroom 5C00091I Avaya Aura Call Center Elite Implementation and Configuration hours Exam 3304 Avaya Aura Call Center Elite Implementation and Maintenance Exam 1.75 hours ACSS - Avaya Aura Experience Portal with Proactive Outreach Manager (ACSS ) To earn the ACSS - Avaya Aura Experience Portal with Proactive Outreach Manager Implementation and Maintenance credential: Virtual Campus Path: Choose one of the following: On Demand 0C00070E Knowledge Collection Access: Avaya Aura Contact Center Portfolio hours On Demand 5C00040E Knowledge Access: Avaya Aura Experience Portal with Proactive Outreach Manager Implementation and Support hours. For Administration only courses select the two Knowledge Access: (The 5C00020E and 5C00050E content is also included in the 0C00070E and 5C00040E above) On Demand 5C00020E Knowledge Access: Avaya Aura Experience Portal Administration 4 hours On Demand 5C00050E Knowledge Access: Avaya Proactive outreach Manager Administration and Configuration 6 hours Exam 3309 Avaya Aura Experience Portal with POM Implementation and Maintenance Exam 1.75 hours 15 January 2015 V Avaya, Inc. all rights reserved. 31

32 12.3 Contact Center ACSS - Avaya Contact Recording and Avaya Quality Monitoring R12 (ACSS 3308) For those with knowledge up to Release 11.0: If you completed course 5C00637I previously you may elect to research Avaya Quality Monitoring Maintenance and Troubleshooting documentation rather than take the course again. The Avaya Quality Monitoring content changed, but the Avaya Contact Recording content remained the same. To earn the ACSS - Avaya Contact Recording and Avaya Quality Monitoring R12 credential: Select one of the following OPTIONS below: OPTION 1: If you are new to this product take the following courses and exam: Implementation, Installation, Configuration and Administration courses: Web 5C00636W Avaya Contact Recording and Avaya Quality Monitoring Telephony System 5.00 hours Classroom 5C00140I Avaya Contact Recording and Avaya Quality Monitoring R12 Installation and Configuration Bootcamp hours OR Implementation courses: Web 5C00636W Avaya Contact Recording and Avaya Quality Monitoring Telephony System 5.00 hours Classroom 5C00640I Avaya Contact Recording R12.0 Installation & Administration hours Please choose one of the following: Classroom 5C00641I Avaya Framework Installation and Configuration for Avaya Aura Workforce Optimization R hours V-Classroom 5C00641V Avaya Framework Installation and Configuration for Avaya Aura Workforce Optimization R hours Administration courses: Classroom 5C00642I Avaya Quality Monitoring R12.0 Configuration & Administration hours Maintenance and Troubleshooting courses: Classroom 5C00637I Avaya Contact Recording and Avaya Quality Monitoring R12.0 Maintenance and Troubleshooting hours OPTION 2: For those with knowledge up to Release 11.0 take the following courses and exam: Implementation courses: On Demand 5C00638O What s New with Avaya Contact Recording and Avaya Quality Monitoring hours Please choose one of the following: Classroom 5C00641I Avaya Framework Installation and Configuration for Avaya Aura Workforce Optimization R hours V- Classroom 5C00641V Avaya Framework Installation and Configuration for Avaya Aura Workforce Optimization R hours Administration courses: Classroom 5C00642I Avaya Quality Monitoring R12.0 Configuration & Administration hours Maintenance and Troubleshooting courses: Classroom 5C00637I Avaya Contact Recording and Avaya Quality Monitoring R12.0 Maintenance hours Exam 3308 Avaya Contact Recording and Avaya Quality Monitoring R12 Implementation and Maintenance Exam 1.5 hours 15 January 2015 V Avaya, Inc. all rights reserved. 32

33 12.3 Contact Center ACSS - Avaya Interaction Center and Avaya Operational Analyst (ACSS ) To earn the ACSS - Avaya Interaction Center and Avaya Operational Analyst credential: Fundamental Courses Web ATC01175WEN IC and OA Overview 1.50 hours Implementation courses and exams: Please choose one of the following: V-Classroom ATA01820VEN IC Planning and Implementation hours Classroom ATA01820IEN IC Planning and Implementation hours Please choose one of the following and the assessment: Classroom ATC01171IEN Operational Analyst Planning and Implementation hours V-Classroom ATC01171VEN Operational Analyst Planning and Implementation hours Assessment ATC01171AEN Operational Analyst Planning and Implementation 0.50 hours Administration courses and exams: Please choose one of the following and the assessment: Classroom ATC01176IEN IC Administration and Configuration hours V-Classroom ATC01176VEN IC Administration and Configuration hours Assessment ATC01176AEN IC Administration and Configuration 0.50 hours Implementation and Maintenance Exam Exam 3310 Avaya Interaction Center and Avaya Operational Analyst Implementation Exam 1.75 hours AIPS - Avaya Aura Call Center Elite Multichannel Implementation (AIPS ) Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for the associated online tests: Web 5C00092W Avaya Aura Call Center Elite Multichannel Overview 4.00 hours To earn the AIPS Avaya Aura Call Center Elite Multichannel Implementation credential: Virtual Campus Path: Choose one of the following: On Demand 10C00010E Knowledge Access: Avaya Aura Call Center Elite Multichannel Implementation and Maintenance 33.5 hours OR Traditional Training Path: V-Classroom 10C00094V Avaya Aura Call Center Elite Multichannel Implementation and Maintenance hours Online Test 4302 Avaya Aura Call Center Elite Multichannel Implementation Test 1.50 hours For training on this product as well as Avaya Aura Call Center Elite and Avaya Call Management System: On Demand 0C00060E Knowledge Collection Access: Avaya Aura Call Center Elite Portfolio hours 15 January 2015 V Avaya, Inc. all rights reserved. 33

34 12.3 Contact Center ASPS - Avaya Call Management System (ASPS ) To earn the ASPS - Avaya Call Management System credential: Virtual Campus Path: Choose one of the following: On Demand 0C00060E Knowledge Collection Access: Avaya Aura Call Center Elite Portfolio hours On Demand 8C00020E Knowledge Access: Avaya Call Management System Implementation and Maintenance 6.5 hours OR Traditional Training Path: V-Classroom ATI00684VEN Avaya Call Management System Installation & Maintenance hours Classroom ATI00685IEN Avaya Call Management System Installation & Maintenance hours Online Tests: Online Test 5303 Avaya Call Management System Implementation and Maintenance Test 1.50 hours For training on reports: V-Classroom 0C00080V Customizing CMS Reports Workshop hours Classroom AVA00401H00 Customizing CMS Reports Workshop hours ASPS - Avaya Proactive Contact (ASPS ) To earn the ASPS - Avaya Proactive Contact credential: Please choose one of the following Implementation, Maintenance, Troubleshooting courses: Classroom ATA00781IEN Avaya Proactive Contact 5.0 Implementation & Configuration hours V-Classroom ATA00781VEN Avaya Proactive Contact 5.0 Implementation & Configuration hours Please choose one of the following Administration courses: V-Classroom 4C00072V Avaya Proactive Contact 5.0 Basic System Supervisor hours Classroom AVA00989H00 Avaya Proactive Contact 5.0 Basic System Supervisor hours Please choose one of the following Avaya Aura Proactive Contact courses: V-Classroom 4C00073V Avaya Proactive Contact 5.0 Advanced System Supervisor hours Classroom AVA00990H00 Avaya Proactive Contact 5.0 Advanced System Supervisor hours Online Tests: Online Test 5301 Avaya Proactive Contact Implementation and Maintenance Test 1.50 hour 15 January 2015 V Avaya, Inc. all rights reserved. 34

35 12.3 Contact Center ASPS - Avaya Control Manager (ASPS ) To earn the ASPS - Avaya Control Manager Credential: Virtual Campus Path: Choose one of the following: On Demand 0C00060E Knowledge Collection Access: Avaya Aura Call Center Elite Portfolio hours On Demand 0C00070E Knowledge Collection Access: Avaya Aura Contact Center Portfolio hours On Demand 8C00010E Knowledge Access: Avaya Control Manager hours Administration Courses: Select one of the following: (Note: The contents of 8C00110E is also included in the 8C00010E above) On Demand 8C00110E Knowledge Access: Avaya Control Manager for Administrators hours Online Tests: Online Test 5300 Avaya Control Manager Implementation and Maintenance Test 1.50 hours ASPS - Avaya Workforce Management (ASPS 5302) To earn the ASPS - Avaya Workforce Management credential: Choose one of the following Framework courses: Classroom 5C00641I Avaya Framework Installation and Configuration for Avaya Aura Workforce Optimization R hours V-Classroom 5C00641V Avaya Framework Installation and Configuration for Avaya Aura Workforce Optimization R hours Choose one of the following Workforce Management courses: Classroom 5C00643I Avaya Workforce Management R12.0 Configuration hours V-Classroom 5C00643V Avaya Workforce Management R12.0 Configuration hours Online Tests: Online Test 5302 Avaya Workforce Management Implementation and Maintenance Test 1.50 hours 15 January 2015 V Avaya, Inc. all rights reserved. 35

36 12.4 Networking AIPS - Avaya Wireless LAN 8100 (AIPS ) Retires 28 Feb 2015 To earn the AIPS - Avaya Wireless LAN 8100 credential: Virtual Campus Path: Choose one of the following: On Demand 10D00060E Knowledge Access: Avaya Wireless LAN Implementation and maintenance hours On Demand 0D00090E knowledge Collection Access: Avaya Networking Implementation and Support hours Online Tests: Online Test 7D00060A Wireless LAN 8100 Implementation test 1.00 hour ACIS - Avaya ERS 8000 and VSP 9000 Installation and Configuration (ACIS ) Avaya Learning Virtual Campus: The Avaya ERS 8000 / VSP 9000 Series Product Virtual Campus Offering 4D00010E is offered thru Avaya Learning's Virtual Campus and includes all components for installing and performing the basic configuring of the ERS 8000 and VSP 9000 switches. The components include self-directed lecture content, Ask the Mentor sessions, and Instructor facilitated Lab practices. To earn the ACIS - Avaya ERS 8000 and VSP 9000 Installation and Configuration credential: Courses: Choose one of the following: On Demand 4D00010E Knowledge Access: Avaya Fabric and Infrastructure Switching Implementation hours On Demand 0D00090E Knowledge Collection Access: Avaya Networking Implementation and Support hours Exam 6103 Avaya ERS 8000 and Avaya VSP 9000 Implementation Exam 1.50 hours ACSS - Avaya Ethernet Routing Switch (ACSS 3600) To earn the ACSS - Avaya Ethernet Routing Switch credential: Virtual Campus: Choose the Knowledge Accesses or the Knowledge Collection Access: On Demand 4D00010E Knowledge Access: Avaya Fabric and Infrastructure Switching Implementation hours On Demand 5D00030E Knowledge Access: Avaya Ethernet Routing Switch 8000 Support hours Or On Demand 0D00090E Knowledge Collection Access: Avaya Networking Implementation and Support hours Exam 3605 Avaya Ethernet Routing Switch Implementation and Maintenance Exam 1.75 hours 15 January 2015 V Avaya, Inc. all rights reserved. 36

37 12.4 Networking ACSS - Avaya Virtual Services Platform 9000 (ACSS ) Avaya Learning Virtual Campus: The Avaya ERS 8000 / VSP 9000 Series Product Virtual Campus Offering 4D00010E is offered thru Avaya Learning's Virtual Campus and includes all components for installing and performing the basic configuring of the ERS 8000 and VSP 9000 switches. The components include self-directed lecture content, Ask the Mentor sessions, and Instructor facilitated Lab practices. To earn the ACSS - Avaya Virtual Services Platform 9000 credential: Implementation courses and exams: Choose one of the following: On Demand 4D00010E Knowledge Access: Avaya Fabric and Infrastructure Switching Implementation hours On Demand 0D00090E Knowledge Collection Access: Avaya Networking Implementation and Support hours Exam 6103 Avaya ERS 8000 and Avaya VSP 9000 Implementation Exam 1.50 hours Maintenance and Troubleshooting courses and exams: Choose one of the following: On Demand 5D00040E Knowledge Access: Avaya Virtual Services Platform 4000, 8000, and 9000 Support hours On Demand 0D00090E knowledge Collection Access Avaya Networking Implementation and Support hours Exam 3601 Avaya Virtual Services Platform 9000 Maintenance and Troubleshooting Exam 1.50 hours ASPS - Avaya Stackable Ethernet Routing Switch and Virtual Services Platform (ASPS 5400) To earn the ASPS - Avaya Stackable Ethernet Routing Switch and Virtual Services Platform credential: Virtual Campus Path: Choose one of the following: On Demand 8D00020E Knowledge Access: Avaya Unified Access Switching Implementation and Support hours On Demand 0D00090E knowledge Collection Access: Avaya Networking Implementation and Support hours Online Tests: Online Test 5400 Avaya Stackable ERS & VSP Implementation and Maintenance Test 1.75 hour 15 January 2015 V Avaya, Inc. all rights reserved. 37

38 12.4 Networking ASPS - Avaya Identity Engines (ASPS 5403) To earn the ASPS - Avaya identity Engines credential: Virtual Campus Path: Choose one of the following: On Demand 8D00050E Knowledge Access: Avaya identity Engines Implementation and Management hours On Demand 0D00090E Knowledge Collection Access: Avaya Networking Implementation and Support hours Online Tests: Online Test 5403 Avaya identity Engines Implementation and Maintenance Test 1.50 hour 15 January 2015 V Avaya, Inc. all rights reserved. 38

39 Appendix A - AIPS, ASPS, ACIS and ACSS Knowledge and Skills Matrices AIPS / ACIS These credentials validate 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 ASPS / ACSS These credentials validate 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 15 January 2015 V Avaya, Inc. all rights reserved. 39

40 AIPS / 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 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. ASPS / 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 15 January 2015 V Avaya, Inc. all rights reserved. 40

41 Appendix B - Credential Listing and Test Requirements The Credential Listing and Test Requirements below provide a quick view of each Credential s testing requirements. The Retired Credentials list includes only the credentials that have retired and cannot be renewed, but have active student records. Implementation and Support Credentials As of 1 January 2015 CRED Code Credential Title Testing Requirement ACSS ACSS - SME Communications Exam 3001 Retires 28 Feb 2015 Replaced by Exam Jan 2015 (local language options available) ACSS ACSS - Avaya Aura Communication Manager and CM Messaging - Embedded ACIS and Exam 3100 and 3101 ACSS ACSS - Avaya Aura Session Manager and System Manager Exam 3102 ACSS ACSS - Avaya Scopia Solution Exam 3108 ACSS ACSS - Avaya Communication Server 1000 for Avaya Aura ACIS 6005 and Exam 7004 ACSS ACSS - Avaya Session Border Controller Enterprise Exam 3107 ACSS ACSS - Avaya Modular Messaging with Avaya Message Store Exam 3200 ACSS ACSS - Avaya Aura Conferencing Exam 3204 ACSS ACSS - Avaya Aura Messaging Exam 3203 ACSS ACSS - Avaya CallPilot ACIS 6303 and Exam 7304 ACSS ACSS - Avaya Aura Contact Center ACIS 6202 and 6209 and Exam 3300 and 3301 ACSS ACSS - Avaya Aura Call Center Elite Exams 3100 and 3304 ACSS ACSS - Avaya Aura Experience Portal with Proactive Outreach Manager Exam 3309 ACSS ACSS - Avaya Contact Recording and Avaya Quality Monitoring R12 Exam 3308 ACSS ACSS - Avaya Interaction Center and Avaya Operational Analyst Exam 3310 ACSS ACSS - Avaya Ethernet Routing Switch Exam 3605 ACSS ACSS - Avaya Virtual Services Platform 9000 ACIS 6103 and Exam 3601 AIPS AIPS - Avaya IP Office Online Test 4000 Retires 28 Feb 2015 Replaced by Online Test Jan 2015 or (local language options: 4000DEU, 4000FRA, 4000ESN, 4000ITA, 4000PLK, 4000RUS, 4000TRK, 4000NLD) Continued on next page 15 January 2015 V Avaya, Inc. all rights reserved. 41

42 CRED Code Credential Title Testing Requirement AIPS AIPS - Avaya Application Enablement Services Online Test 4100 AIPS AIPS - Avaya Aura Application Server 5300 R3 Online Tests 6584J, 6585J, 0U00122A and Exam 5400 AIPS AIPS - Agile Communication Environment Core Online Test 4103 AIPS AIPS - Avaya Aura Call Center Elite Multichannel Online Test 4302 AIPS AIPS - Avaya Wireless LAN 8100 Online Test 7D00060A Credential and Test Retires 28 Feb 2015 ASPS ASPS - Avaya Contact Center Select (ACSS-3000 or AIPS-4000 or ACIS-6401) + Online Test 5000 ASPS ASPS - Avaya IP Office Contact Center (ACSS-3000 or AIPS-4000 or ACIS-6401) + Online Test 5001 ASPS ASPS - Avaya Aura Presence Services Online Test 5100 ASPS ASPS - Avaya Scopia Endpoints Online Test 5102 ASPS ASPS - Avaya IP Office Deployed as a Branch Online Test 5103 ASPS ASPS - Avaya UC Soft Clients Online Test 5106 Online Test 5104 Retires 31 Jan 2014 ASPS ASPS - Avaya Aura Collaboration Environment Online Test 5105 ASPS ASPS - Avaya Message Networking Online Test ATI02046AEN ASPS ASPS - Avaya Modular Messaging with Microsoft Exchange Online Test 5201 ASPS ASPS - Avaya one-x Speech Online Test ATI02056AEN ASPS ASPS - Avaya Hospitality Messaging Server 400 Online Test 0M00135A ASPS ASPS - Avaya Control Manager Online Test 5300 ASPS ASPS - Avaya Proactive Contact Online Test 5301 ASPS ASPS - Avaya Workforce Management Online Test 5302 ASPS AIPS - Avaya Call Management System Online Test 5303 ASPS ASPS - Avaya Stackable Ethernet Routing Switch and Virtual Services Platform Online Test 5400 ASPS ASPS - Avaya Identity Engines Online Test 5403 ACIS ACIS - Avaya Aura Communication Manager and CM Messaging Embedded (R6.x) Exam 6002 ACIS ACIS - Avaya Communication Server 1000 for Avaya Aura Exam 7003 ACIS ACIS - Avaya Ethernet Routing Switch 8000 and Avaya Virtual Services Platform 9000 Exam 6103 ACIS ACIS - Avaya Aura Contact Center Exam 6202 ACIS ACIS - Avaya Aura Contact Center CCT and Multimedia Exam 6209 ACIS ACIS - Avaya CallPilot Exam January 2015 V Avaya, Inc. all rights reserved. 42

43 Retired Credentials (These Credentials cannot be renewed, however some students still hold active records.) CRED Code Credential Title ACIS ACIS - Avaya Communication Manager (R5.2.1) ACIS ACIS Avaya Agile Communication Environment ACIS ACIS - Avaya Virtual Services Platform 9000 ACIS ACIS - Avaya Aura Call Center Elite and Avaya Call Management System ACIS ACIS - Avaya Voice Portal ACIS ACIS - Avaya Interaction Center ACIS ACIS - Avaya Aura Contact Recording & Avaya Aura Quality Monitoring ACIS ACIS - Avaya Aura Conferencing - Standard Edition ACIS ACIS - SME Communications ACSI ACS - Implement: Avaya Interaction Center / Operational Analyst ACSS ACSS - Avaya one-x UC Soft Clients ACSS ACSS - Avaya B5800 Branch Gateway ACSS ACSS - Avaya Contact Center Control Manager ACSS ACSS - Avaya Proactive Contact ACSS ACSS - Avaya Contact Recording and Avaya Quality Monitoring R11 ACSS ACSS - Avaya Workforce Management ACSS ACSS - Avaya VPN Gateway ACSS ACSS - Avaya Virtualization Provisioning Service (VPS) AIPS AIPS - Avaya Aura Application Server 5300 R2 AIPS AIPS - Avaya Modular Messaging with IBM Lotus Domino Message Store ASPS ASPS - Avaya B5800 Branch Gateway ASPS ASPS - Avaya VPN Gateway ASPS ASPS - Avaya Virtualization Provisioning Service PACRI PA - Implement: Avaya Call Center CTI Applications PACSI PA - Implement: Meeting Exchange Express PA PA - Implement: Business Communications Manager PA PA - Implement: Software Communication System 15 January 2015 V Avaya, Inc. all rights reserved. 43

44 (End of document) 15 January 2015 V Avaya, Inc. all rights reserved. 44