Avaya Learning Companion Guide for the

Avaya Learning Companion Guide for the Avaya Proactive Outreach Manager Administration and Configuration Knowledge Access (5C00050E) Version 2 April 14, 2014 Page 1

Table of Contents About this Guide... 3 Introduction... 3 Offering Description... 4 Rooms and Objects... 6 Room 1: POM Overview and Architecture... 7 Room 2: POM Zones, Ports and Licenses... 8 Room 3: POM Installation, Database and Upgrades... 9 Room 4: Failover, Load Balancing and Troubleshooting...10 Opinion Survey...11 Page 2

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 Proactive Outreach Manager Administration and Configuration Theory Floor. - Identify the different learning objects and locate the content by rooms 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 Proactive Outreach Manager Administration and Configuration Knowledge Access. For details on Avaya Learning Virtual Campus features and navigation please see the Avaya Learning Virtual Campus Overview Guide http://avayanews.com/learning/docs/guides/avaya_learning_virtual_campus_overview_guide.pdf Page 3

Offering Description 5C00050E - Knowledge Access: Avaya Proactive Outreach Manager Administration and Configuration Offer Number: Overall Duration: Job Function: 5C00050E 6 Hours Administrator 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 and configuration of Avaya Proactive Outreach Manager. Enrolled students have 12 months unlimited access to all content referenced below. Students are notified by email when learning materials are refreshed or new content is added during their enrollment. Knowledge Access: Knowledge Access Name provides 12 months unlimited access to: -directed theory (6 hours) The Self-Directed Content delivers enrolled students the knowledge of the basic Avaya Proactive Outreach Manager Administration and Configuration tasks. 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 Proactive Outreach Manager Administration Companion Guide Companion Guide Avaya Learning Virtual Campus Overview Guide How to Enroll Guide Avaya Learning System Requirements Page 4

Knowledge and Skills Objectives Upon completion of Avaya Proactive Outreach Manager Administration and Configuration Knowledge Access, you should be able to: Describe the new functionality offered in release 3.0 of Avaya Proactive Outreach Manager. Discuss the basics of Proactive Outreach Manager 3.0. Describe the architecture and the key components of Proactive Outreach Manager 3.0. Identify the steps required to implement Proactive Outreach Manager 3.0 zones. Describe how licensing works in Proactive Outreach Manager 3.0. Demonstrate how to configure licensing in Proactive Outreach Manager 3.0. Describe how to perform the installation of a POM system, either single server or multi-server. Identify the steps required to add, remove, and set-up POM servers. Set-up Voice and Email Servers in Proactive Outreach Manager 3.0 Discuss the installation and configuration of the SMS server. Demonstrate your knowledge of configuring the POM Database. Verify a new POM server installation. Define standard and customized reports. Failover and Load balancing Troubleshooting, Introduction Tools, log files and Installation issues Troubleshooting Uploads Dealing with Server Issues Dealing with Server Issues Troubleshooting Page 5

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. Below is the recommended room order. Within each room, you should move clockwise around the room starting from your left: Room 01 Room 02 Room 03 Room 04 POM Overview and Architecture POM Zones, Ports and Licenses POM Installation, Database and Upgrades Failover and Load balancing and Troubleshooting Page 6

Room 1: POM Overview and Architecture The learning objects in room 1 provide an overview of the Proactive Outreach Manager (POM). The overview includes a description of what is new with POM 3.0, an overview of Proactive Outreach Manager and identifying key components of the POM architecture. Avaya Learning recommends consuming the learning topics in the following order: - What is New in Release 3.0 - Functionality Overview - Architecture The information in this room will enable you to: - Describe the new functionality offered in release 3.0 of Avaya Proactive Outreach Manager. - Discuss the basics of Proactive Outreach Manager 3.0. - Describe the architecture and the key components of Proactive Outreach Manager 3.0. Page 7

Room 2: POM Zones, Ports and Licenses There are many aspects to the administration and configuration of Proactive Outreach Manager (POM). Room 2 provides an explanation of POM zones, ports, and licenses. Avaya Learning recommends consuming the learning topics in the following order: - POM Zones, Zone configuration, Zones and licenses - License distribution, License types, Dynamic and reserved licensing - Configuration of licensing, Automatic redistribution of licenses, Dynamic license allocation, Geo-redundancy and licenses The information in this room will enable you to: - Identify the steps required to implement Proactive Outreach Manager 3.0 zones. - Describe how licensing works in Proactive Outreach Manager 3.0. - Demonstrate how to configure licensing in Proactive Outreach Manager 3.0. Page 8

Room 3: POM Installation, Database and Upgrades There are many aspects to the installation, configuration of Proactive Outreach Manager. Room 3 introduces the steps required to install POM, configure the database and server settings, and perform an installation test. Reporting capabilities within POM are discussed. Avaya Learning recommends consuming the learning topics in the following order: - Installing POM 3.0, single server and Multi-server - POM Server - Components and Settings - Voice and e-mail server set-up - Administering POM SMS Server settings. - POM Database configuration - Testing the Installation - Reporting The information in this room will enable you to: - Describe how to perform the installation of a POM system, either single server or multi-server. - Identify the steps required to add, remove, and set-up POM servers. - Set-up Voice and Email Servers in Proactive Outreach Manager 3.0 - Discuss the installation and configuration of the SMS server. - Demonstrate your knowledge of configuring the POM Database. - Verify a new POM server installation. - Define standard and customized reports. Page 9

Room 4: Failover and Load Balancing and Troubleshooting The learning objects in this room provide resources for troubleshooting the various aspects of the POM, such as troubleshooting uploads, the database, and the server itself. Also found in room 4 is information regarding failover and load balancing issues. Avaya Learning recommends consuming the learning topics in the following order: - Failover and Load balancing - Troubleshooting, Introduction Tools, log files and Installation issues - Troubleshooting Uploads - Dealing with Server Issues - Troubleshooting The information in this room will enable you to: - Explain POM Failover and Load balancing in Proactive Outreach Manager 3.0. - Discuss general POM troubleshooting and POM installation and database issues troubleshooting. - Describe log files, tools, troubleshooting uploads and dealing with server issues on POM 3.0. - Describe log files, tools and troubleshooting E-mail and SMS on POM 3.0. - Describe installation and database troubleshooting. Page 10

Opinion Survey After you have completed this floor, 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. Clicking the poster will open the link to the survey. There are posters for the Opinion Survey in the Lobby area on the Theory Floor. The URL for the opinion survey for the Avaya Proactive Outreach Manager Administration and Configuration Theory Floor content is: http://www.surveymonkey.com/s/x2drmp7 Thank you! Page 11