Avaya Aura Contact Center Maintenance and Troubleshooting Boot Camp Eğitimi

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3 Days ILT    

Avaya Aura® Contact Center Maintenance and Troubleshooting Boot Camp (5C00012I)

Learn to analyze, diagnose, and troubleshoot Avaya Aura Contact Center to maintain system performance and operability.

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

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

What You'll Learn

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

Who Needs to Attend

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


  • Knowledge of Avaya Aura Contact Center, including Communication Control Toolkit and
  • Contact Center Multimedia
  • Knowledge of SIP Contact Center architecture and call flow
  • Avaya Aura� Contact Center - Installation and Commissioning (3608)
  • Avaya Aura� Contact Center Administration (3609)
  • Avaya Aura� Contact Center - Orchestration Designer Scripting (3610)
  • Avaya Aura� Contact Center Multimedia Implementation (3607)

Follow-On Courses

There are no follow-ons for this course.

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

  • Avaya Certified Support Specialist (ACSS) - Avaya Aura� Contact Center

Course Outline

1. Maintenance and Troubleshooting

2. SIP Basics

3. Avaya Aura Contact Center System Engineering

4. Troubleshooting Tools and Procedures

5. Avaya Aura Contact Center System Security

6. Troubleshooting Security Issues

7. Troubleshooting Voice Issues

8. Troubleshooting Multimedia Issues

9. Troubleshooting Maintenance and Administration Issues

10. Avaya Aura Contact Center Performance Optimization

11. Avaya Aura Contact Center Adds, Moves, and Changes

12. Avaya Aura Contact Center Upgrades and Migrations


Lab 1: SIP Avaya Aura Contact Center Route Points

Lab 2: SIP Avaya Aura Contact Center Media Servers

Lab 3: SIP Avaya Aura Contact Center Media Services and Routes

Lab 4: SIP Avaya Aura Contact Center Supervisor and Agent SIP Properties

Lab 5: Troubleshoot MAC Address Mismatch between License File and NIC

Lab 6: Manually Invoke mapvicheck.exe

Lab 7: Using the Event Logs on Co-Resident CCMA/CCMS/CCT

Lab 8: Use the Trace Control Utility

Lab 9: Use the Log Archiver Utility

Lab 10: Using the AMS Element Manager

Lab 11: Test Network Connectivity with Ping

Lab 12: Test DNS/Name Resolution with nslookup

Lab 13: Use the Windows Service Manager

Lab 14: Test TCP Ports with Telnet

Lab 15: Using the Multimedia Dashboard

Lab 16: Delete Certificate Store (optional)

Lab 17: Create Certificate Store (optional)

Lab 18: Signing a Certificate Signing Request File (optional)

Lab 19: Create an Account in CCMA - Specify Partitions

Lab 20: Manage Roles and Accounts

Lab 21: Give the IUSR_SWC Account WRITE Access to the Windows Temp Folder

Lab 22: SIP Troubleshooting - AMS SIP Session Logging

Lab 23: SIP Troubleshooting - AMS Failures

Lab 24: Troubleshoot Emails Not Retrieved from the Server

Lab 25: Troubleshoot Auto-Responses

Lab 26: Enable Multiplicity in CCMS

Lab 27: Troubleshoot a Run-Now CCMA Backup

Lab 28: Remove Duplicate Site Entries from the Hosts File

Lab 29: Troubleshoot Real-Time Data with ICERtdTrace

Lab 30: Troubleshoot Real-Time Data - use SCMU

Lab 31: Troubleshoot Real-Time Data - CCMS Configuration

Lab 32: Perform a Name Synchronization on a Co-Resident CCMS/CCMA Server

Lab 33: Manage Historical Data Retention Periods

Lab 34: Archiving CCMM Contacts

Lab 35: Remove the AACC 6.2 Service Pack for Webstats and Re-Install

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