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Professional Credential Guide Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS)

March 26, 2012

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Purpose: This guide provides background and planning information for the Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) credentials. Information in the document is presented as of March 26, 2012 unless noted otherwise. For the latest information on the Avaya ACIS and ACSS credential program and the training curriculums that support it, log-in to the Avaya Learning Center www.avaya-learning.com. On the Avaya Certification Program landing page you will find:

• Complete Credential Curriculum Maps with Training Course availability and pricing • Certification Learning Partners • Credential Program Policies and Procedures • How to register to take an Avaya credential exam at Pearson VUE Testing Centers • News Highlights covering the most recent enhancements to Avaya Learning

Center offerings and Avaya Credential Program.

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Table of Contents 1. Avaya Professional Credential Program Overview .............................................. 4 2. Avaya Certified Implementation Specialist (ACIS) Description ........................... 4 3. Avaya Certified Support Specialist (ACSS) Description ...................................... 5 4. Avaya ACIS and ACSS Credential Structure ...................................................... 5 5. Avaya Implementation and Support Credentials ................................................. 7

5.1 Credential Portfolio Overview .............................................................................. 7 5.2 ACIS and ACSS Certification Plan-of-Record ...................................................... 8

6. Preparing For and Scheduling Avaya Certification Exams .................................. 9 7. ACIS and ACSS Core Training Course Curriculum Maps ................................. 10

7.1 Small and Medium Enterprise (SME) Communications ..................................... 11 7.2 Unified Communications .................................................................................... 12 7.3 Contact Center ................................................................................................... 19 7.4 Networking ......................................................................................................... 24

Appendix A - ACIS and ACSS Knowledge and Skills Matrices ........................................ 27

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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 authorizations and Support certifications.

Sales and Technical Sales Authorizations • Avaya Professional Sales Specialist (APSS) • Avaya Professional Design Specialist (APDS)

Implementation and Support Certifications

• Avaya Certified Implementation Specialist (ACIS) • Avaya Certified Support Specialist (ACSS)

The Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) are the Avaya technical product support certifications validating knowledge and skills in the areas of product implementation, administration, maintenance and troubleshooting for Avaya Solutions. This guide provides background and planning information for the Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) certifications.

2. Avaya Certified Implementation Specialist (ACIS) Description

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

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3. Avaya Certified Support Specialist (ACSS) Description 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

For additional ACIS and ACSS credential comparative information see Appendix A – ACIS and ACSS Knowledge and Skills Matrices.

4. Avaya ACIS and ACSS Credential Structure Not all products have both Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) credentials. The types of credentials and the number of exams to earn a credential is a function of the product’s complexity in the areas of implementation, administration and support. When both an ACIS and ACSS certification exists for a product, holding the ACIS credential may be a requirement to earn the ACSS credential. Be sure to check the ACSS Credential Curriculum Map for detailed credential requirements. When holding the ACIS credential is a requirement, passing the ACIS exam first is recommended but not required; credential exams may be taken in any order.

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ACIS and ACSS Credential Structure Scenarios

The diagram below provides an explanation of possible ACIS and ACSS credential structures.

Example 1 –Requires passing:

• An ACIS Implementation exam • No ACSS Credential is Available

Example 2 –Requires passing:

• An ACSS Maintenance & Troubleshooting exam • An ACSS Administration exam • An ACIS Implementation exam (Holding the ACIS credential)

Example 3 –Requires passing:

• A single ACSS Maintenance & Troubleshooting exam • An ACIS Implementation exam (Holding the ACIS credential)

Example 4 –Requires requires passing:

• A single ACSS Implementation & Maintenance exam • The implementation requirements are captured in the one exam.

Note: Credential structure examples shown above are for illustrative purposes only. Details on the individual ACIS and ACSS certification exams required, including core course curriculum maps are available in Section 7.

Implementation Exam

Administration Exam

Maintenance &Troubleshooting

Exam

Implementation Exam

Maintenance &Troubleshooting

Exam

Implementation,Maintenance &

TroubleshootingExam

ACSS

ACIS

ACSS

AC

SS

AC

ISACIS

is a RequirementTo Earn ACSS

ACSS includesImplementation Requirements

ACIS is a RequirementTo Earn ACSS

Example #2

Example #3

Example #4

Implementation ExamAC

IS

ACIS Only No ACSS Available

No ACSS

Example #1

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5. Avaya Implementation and Support Credentials

5.1 Credential Portfolio Overview The Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) credential portfolio 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 ACIS and/or ACSS Certifications as of March 26, 2012.

Solution Tracks with ACIS and/or ACSS Credentials As of March 26, 2012

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5.2 ACIS and ACSS Certification Plan-of-Record Following is the status as of March 26, 2012 for Avaya Certified Implementation Specialist (ACIS) and Avaya Certified Support Specialist (ACSS) credentials. It reflects ACIS and ACSS credentials available, under development, planned and/or retiring. 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.

ACIS and ACSS Certification Plan-of-Record As of March 26, 2012

Details on individual ACIS and ACSS certification exam requirements, including core training course curriculum maps are available in Section 7.

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6. Preparing For and Scheduling Avaya Certification Exams

Preparing for Avaya Credential Exams Log-in to the Avaya Learning Center at www.avaya-learning.com and visit the Avaya Certification Program landing page for a complete listing of available certifications, their curriculum maps and all associated training to prepare for Avaya certification exams. Training is recommended and core training courses are often supplemented as part of a comprehensive study program. Review the credential, exam and all curriculum map training course descriptions to determine the scope of training and experience most appropriate for you to prepare for the exam. Technology Fundamentals Selling, designing, implementing and maintaining Avaya Products / Solutions require a solid understanding of the core technologies upon which they are built. Available Free-of-Charge to Avaya Associates, Business Partners and Customers is WestNet’s Foundational Core Knowledge Assessment to verify one’s prerequisite knowledge in data, telephony and convergence. Use this prescriptive assessment tool to identify your areas of technology expertise and areas needing improvement. Following the assessment you will receive a personal learning plan (delivered via email) targeting specific improvements and identifying which WestNet e-courses are recommended to fill knowledge gaps. Access the “Foundational Core Knowledge” link on the Avaya Certification Program landing page to learn more and register free-of-charge to take WestNet’s “Foundational Core Knowledge Assessment”. Scheduling an 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 www.pearsonvue.com/avaya to see currently available Avaya exams, regional exam pricing and register for a testing session.

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7. ACIS and ACSS Core Training Course Curriculum Maps

Following is a view of the core training course Curriculum Maps for ACIS and ACSS as of March 26, 2012. For the most current information on the Avaya ACIS and ACSS Credential Curriculum Maps including Foundational Knowledge and Supplemental Learning options visit the Avaya Learning Center www.avaya-learning.com. For questions about the Avaya Credential Program and scheduling training please contact the Avaya Learning Helpdesk.

• avaya.u.helpdesk@accenture.com • US Toll Free: 1.800.288.5327

Section 7 Table of Contents

Core Training Course Curriculum Maps as of March 26, 2012

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7.1 Small and Medium Enterprise (SME) Communications ACIS - SME Communications (ACIS - 6401) To prepare for the 6401 Avaya IP Office Implementation Exam (Exam Available Until June 23, 2012), complete the following: Web AVA00916WEN IP Office Hardware and Data Components 6.00 hours Classroom ATA01225IEN IP Office Implementation Workshop 40.00 hours Exam 6401 Avaya IP Office Implementation Exam 1.75 hours To prepare for the 6402 Avaya IP Office Implementation Exam complete the following: IP Office Technical Basic Implementation Workshop - Please choose one of the follow: Classroom 4S00004I IP Office Technical Basic Implementation Workshop 40.00 hours V-Classroom 4S00004V IP Office Technical Basic Implementation Workshop 40.00 hours Coming Soon: 6402 – Avaya IP Office Implementation Exam Maintaining your competency: Gain up to date knowledge by taking these courses: Web 5S00001W IP Office Technical Delta Release 7.0 2.50 hours Web 4S00003W IP Office Technical Delta Release 8.0 2.50 hours ACSS - SME Communications (ACSS - 3000) To prepare for the 3000 Avaya Small and Medium Enterprise (SME) Communications Solutions Exam (Exam Available until June 23, 2012), complete the following: Classroom ATI00484IEN IP Office Advance Applications and Troubleshooting Workshop 40.00 hours Web 5S00002O ACSS Conversion Training Class 5.00 hours Document DOC-0109 5200002O ACSS Exam Prep 1 0.00 hours Document DOC-0110 5200002O ACSS Exam Prep 2 0.00 hours Document DOC-0111 5200002O ACSS Exam Prep 3 0.00 hours Exam 3000 Avaya Small and Medium Enterprise (SME) Communications Solutions Exam 1.50 hours To prepare for the 3001 Avaya IP Office Maintenance and Troubleshooting Exam completed the following: IP Office Advanced Configuration and Application Workshop - Please choose one of the follow: Classroom 5S00004I IP Office Advanced Configuration Application Workshop 24.00 hours V-Classroom 5S00004V IP Office Advanced Configuration Application Workshop 24.00 hours Coming Soon: 3001 Avaya IP Office Maintenance and Troubleshooting Exam Maintaining your competency: Gain up to date knowledge by taking these courses: Web 5S00001W IP Office Technical Delta Release 7.0 2.50 hours Web 4S00003W IP Office Technical Delta Release 8.0 2.50 hours

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7.2 Unified Communications ACIS - Avaya Agile Communication Environment™ (ACIS - 6007) Take this exam to earn the Avaya Certified Implementation Specialist (ACIS 6007) - Avaya Agile Communication Environment™ Credential: Exam 6007 Avaya Agile Communication Environment™ Implementation Exam 1.50 hours Take these courses to prepare for the ACIS-ACE assessment/Exam: Complete one of the following: Classroom 4U00134I Avaya Agile Communication Environment™ Installation and Administration 40.00 hours V-Classroom 4U00134V Avaya Agile Communication Environment™ Installation and Administration 40.00 hours Recommended Learning (These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum): Web 8672W Avaya Agile Communication Environment Overview 1.50 hours Additional learning: On Demand ATC01830OEN Foundation Toolkit General Overview 1.00 hour On Demand ATC01832EN Foundation Toolkit Technical Overview 1.00 hour On Demand ATC01834OEN Foundation Toolkit Runtime Environment Install & Setup 1.00 hour On Demand ATA02450OEN Avaya Media Server Installation - Linux 1.00 hour On Demand ATA02451OEN Avaya Media Server Basic Administration 1.00 hour ACIS - Avaya Communication Manager (R5.2.1) (ACIS - 6006) Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for associated exams: Avaya Aura Fundamental Technology Curriculum To earn the ACIS 6006- Avaya Aura® Communication Manager and CM Messaging - Embedded (R6.x) credential: Avaya Media Servers and Media Gateways Implementation Workshop - Please choose one of the following: Classroom AVA00838H00 Avaya Media Servers and Media Gateways Implementation Workshop 40.00 hours V-Classroom ATC00838VEN Avaya Media Servers and Gateways Implementation Workshop Labs 56.00 hours Exam 6006 Avaya Aura® Communication Manager (R5.2.1) Implementation Exam 2.00 hours Maintaining your competency: Gain up to date knowledge by taking these courses: Web ATC00103WEN What’s new in CM 6.0 1.50 hours Avaya Aura® Communication Manager Implementation Upgrade (R5.x to R6.x) – Please choose one of the following: Classroom 4U00115I Avaya Aura Communication Manager Implementation Upgrade (R5.x to R6.x) 16.00 hours V-Classroom 4U00115V Avaya Aura® Communication Manager Implementation Upgrade (R5.x to R6.x) 16.00 hours

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7.2 Unified Communications

ACIS - Avaya Aura® Communication Manager and CM Messaging – Embedded (R6.x) (ACIS - 6002) Fundamental skills and capabilities to maximize the value of this curriculum and improve preparation for associated exams: Avaya Aura Fundamental Technology Curriculum To earn the ACIS 6002- Avaya Aura® Communication Manager and CM Messaging - Embedded (R6.x) credential: Avaya Aura® Communication Manager Implementation - Please choose one of the following: Classroom ATI02348IEN Avaya Aura Communication Manager Implementation 40.00 hours V-Classroom ATI02348VEN Avaya Aura Communication Manager Implementation 40.00 hours Web ATI01731VEN Avaya Aura® Communication Manager Messaging Embedded Implementation 16.00 hours Exam 6002 Avaya Aura® Communication Manager and CM Messaging (6.0) Implementation Exam 2.00 hours Maintaining your competency: Gain up to date knowledge by taking these courses: Web ATC00103WEN What’s new in CM 6.0 1.50 hours Web 4U00121W Avaya Aura® Communication Manager Technical Delta R6.2 2.00 hours Avaya Aura® Communication Manager Implementation Upgrade (R5.x to R6.x) – Please choose one of the following: Classroom 4U00115I Avaya Aura Communication Manager Implementation Upgrade (R5.x to R6.x) 16.00 hours V-Classroom 4U00115V Avaya Aura® Communication Manager Implementation Upgrade (R5.x to R6.x) 16.00 hours

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7.2 Unified Communications ACSS - Avaya Aura® Communication Manager and CM Messaging - Embedded (ACSS – 3100) Take these Exams to earn the ACSS - Avaya Aura® Communication Manager and CM Messaging - Embedded Credential: Exam 6002 Avaya Aura® Communication Manager and CM Messaging (R6.0) Implementation Exam 2.00 hours Exam 3100 Avaya Aura® Communication Manager Administration Exam 1.50 hours Exam 3101 Avaya Aura® Communication Manager and CM Messaging – Embedded Maintenance and Troubleshooting Exam 1.75 hours To prepare for the Avaya Aura® Communication Manager and CM Messaging (R6.x) Implementation Exam, take the courses in the Avaya Aura® Communication Manager and CM Messaging – Embedded (R6.x) (ACIS – 6002) description listed above. Take this course to prepare for the Avaya Aura® Communication Manager Administration Exam: Classroom 5U00041I Avaya Aura® Communication Manager Administration 40.00 hours Take these courses to prepare for the Avaya Aura® Communication Manager and CM Messaging - Embedded Maintenance and Troubleshooting Exam: Classroom 5U00040I Avaya Aura® Communication Manager Maintenance and Troubleshooting 40.00 hours Please choose an Instructor-Led or a Virtual Instructor-Led course: Classroom 5M00050I Avaya Aura® Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting 24.00 hours V-Classroom 5M00050V Avaya Aura® Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting 18.00 hours Assessment 5M00050A Avaya Aura® Communication Manager Messaging Embedded Administration, Maintenance and Troubleshooting 1.00 hour ACIS - Avaya Aura® Conferencing - Standard Edition (ACIS - 6304) Take this Exam to earn the Avaya Aura® Conferencing - Standard Edition Credential: Exam 6304 Avaya Aura® Conferencing - Standard Edition Implementation Exam 1.75 hours

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7.2 Unified Communications ACSS - Avaya Aura® Messaging (ACSS - 3203) Take this Exam to earn the ACSS - Avaya Aura® Messaging Credential: Exam 3203 Avaya Aura Messaging Implementation and Maintenance Exam 1.75 hours Take these courses to prepare for the ACSS - Avaya Aura® Messaging Exam: V-Classroom 5C00062V Avaya Aura Messaging Implementation 24.00 hours V-Classroom 5C00063V Avaya Aura Messaging Administration, Maintenance and Troubleshooting 28.00 hours Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: On Demand 3U00041O Designing UC Messaging – Avaya Aura® Messaging – Technical Sales L1 2.00 hours To Continue My Education: These courses cover additional topic areas in the portfolio that will augment your understanding of this solution area: V-Classroom ATI01674VEN Avaya Aura Messaging – Caller Applications 24.00 hours Assessment ATI01674AEN Avaya Aura Messaging – Caller Applications Assessment 1.00 hour Web ATC01191WEN Implementing the AudioCodes Gateway with Modular Messaging 5.0 2.00 hours Web ATU00170OEN Session Manager Technical Overview 4.00 hours Classroom ATI02056IEN one-X Speech Implementation 16.00 hours Classroom ATI02045IEN Avaya Messaging Networking Implementation 16.00 hours

ACSS - Avaya Aura® Session Manager and System Manager (ACSS - 3101) Take this Exam to earn the ACSS Avaya Aura® Session Manager and System Manager Implementation and Maintenance Credential: Exam 3102 Avaya Aura® Session Manager and System Manager Implementation and Maintenance Exam 1.75 hours Take these courses to prepare for the Avaya Aura® Session Manger and System Manager Implementation and Maintenance Exam: Web 5U00106W Avaya Aura® System Manager Overview 1.50 hours Web 5U00105W Avaya Aura® Session Manager Overview 4.00 hours 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 16.00 hours V-Classroom 5U00096V Avaya Aura® Session Manager Implementation, Administration Maintenance and Troubleshooting 64.00 hours Classroom 5U00097IV Avaya Aura® Session and System Manager Implementation, Administration Maintenance 80.00 hours and Troubleshooting Upgrading your knowledge Web 5U00104W Avaya Aura® Session Manager 6.2 Delta Overview 1.50 hours Web 5U00103W Avaya Aura® System Manager 6.2 Delta Overview 1.50 hours

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7.2 Unified Communications

ACIS - CallPilot® (ACIS - 7303) Take this exam to earn the ACIS - Avaya CallPilot™ credential: Exam 7303 Avaya CallPilot™ Implementation Exam 1.50 hours Take this course to prepare for the Avaya CallPilot™ Implementation Exam: Classroom 0329C Avaya CallPilot 5.0 Installation and Configuration 40.00 hours To Continue My Education: This course covers additional topic areas in the portfolio such as advanced topics that will augment your understanding of this solution area: Classroom 0327C Avaya CallPilot 5.0 System Administration and Applications 40.00 hours ACSS - CallPilot® (ACSS - 3205) Take both of these exams to earn the ACSS - Avaya CallPilot® credential: Exam 7303 Avaya CallPilot™ Implementation Exam 1.50 hours Exam 7304 Avaya CallPilot® Maintenance Exam 1.50 hours To prepare for the ACIS - Avaya CallPilot™ credential, take these courses for the Avaya CallPilot™ Implementation Exam (ACIS – 7303) listed above. Take these courses to prepare for the Avaya CallPilot® Maintenance Exam (7304): Classroom 0327C Avaya CallPilot® 5.0 System Administration and Applications 40.00 hours Classroom 0329C Avaya CallPilot 5.0 Installation and Configuration 40.00 hours

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7.2 Unified Communications

ACIS – Avaya Communications Server 1000 for Avaya Aura® (ACIS - 7003) Complete the following exam to earn the ACIS - Avaya Communication Server 1000 for Avaya Aura® credential: Exam 7003 Avaya Communication Server 1000 Avaya Aura® Implementation Exam 1.75 hours Take these courses to prepare for the Avaya Communication Server 1000 for Avaya Aura® Implementation exam: Option 1: Take these courses to prepare for the Avaya Communication Server 1000 Implementation exam if you are new to this product: Choose 0200X or 0200C V-Classroom 0200F Meridian 1 and Avaya Communication Server 1000 7.0 Familiarization 16.00 hours Classroom 0200C Meridian 1 and Avaya Communication Server 1000 7.5 Familiarization 16.00 hours Web 6374W Avaya Communication Server 1000 UCM Architecture Fundamentals 8.00 hours Choose 6351X or 6351C V-Classroom 6351X Avaya Communication Server (CS) 1000 7.5 System Administration & Management 24.00 hours Classroom 6351C Avaya Communication Server 1000 7.5 System Administration & Management 24.00 hours Classroom 6376C Avaya Communication Server 1000E Release 7.5 Implementation and Upgrade 40.00 hours Option 2: Take this course to prepare for the Avaya Communication Server 1000 Implementation Exam if you have had previous training or knowledge up to Release 6.0: Classroom 9U00166I CS 1000 Upgrade and Avaya Aura® Integration Bootcamp 40.00 hours Option 3: Take this course to prepare for the Avaya Communication Server 1000 Implementation Exam 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 7.5 8.00 hours Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: Web 0365W VoIP Technologies To Continue My Education: These courses cover additional topic areas in the portfolio such as advanced topics that will augment your understanding of this solution area: Web 0365W VoIP Technologies Classroom 1M00211W Avaya Communication Server 1000 Upgrade Essentials 6.00 hours Assessment 1M00211A Avaya Communication Server 1000 Upgrade Essentials Assessment 1.00 hour Exam 7004 ACSS – Avaya Communication Server 1000 for Avaya Aura® (ACSS – 7004) 2.00 hours

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7.2 Unified Communications

ACSS - Avaya Communications Server 1000 for Avaya Aura® (ACSS - 7004) Complete the following exams to earn the ACSS - Avaya Communication Server 1000 for Avaya Aura® credential: Exam 7003 Avaya Communication Server 1000 for Avaya Aura® Implementation Exam 1.75 hours Exam 7004 Avaya Communication Server 1000 for Avaya Aura® Maintenance Exam 2.00 hours To prepare for the Avaya Communication Server 1000 Avaya Aura® Implementation Exam, take these courses for the Avaya Communication Server 1000 Avaya Aura® Implementation Exam (ACIS - 7003) listed above. Take these courses to prepare for the Avaya Communication Server 1000 Maintenance exam (7004): Option 1: Take these courses to prepare for the Avaya Communication Server 1000 for Avaya Aura® Maintenance exam if you are new to this product: Classroom 0956C Avaya Communication Server 1000 IP BARS/NARS 40.00 hours Classroom 0781C Avaya CS 1000 7.5 Dialing Plan Design & IP Peer Networking 40.00 hours Option 2: Take this course to prepare for the Avaya Communication Server 1000 for Avaya Aura® Maintenance Exam 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 40.00 hours Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: Web 0365W VoIP Technologies ACSS - Avaya Modular Messaging with Avaya Message Store (ACSS - 3200) Take this Exam to earn the ACSS Avaya Modular Messaging with Avaya Message Store Credential: Exam 3200 Avaya Modular Messaging with Avaya Message Store Implementation and Maintenance Exam 1.75 hours Take these courses to prepare for the Avaya Modular Messaging with Avaya Message Store Implementation and Maintenance Exam: Classroom ATI01139IEN Avaya Modular Messaging Implementation for Avaya Message Store 24.00 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 Classroom 1M00101I Avaya Modular Messaging MSS Administration 24.00 hours Assessment 1M00101A Avaya Modular Messaging MSS Administration Assessment 1.00 hour Recommended Learning: These courses provide knowledge in technology as well as fundamental information that is critical to your success in this curriculum: On Demand 3U00040O Designing UC Messaging – Heritage – Technical Sales L1 2.00 hours To Continue My Education: These courses cover additional topic areas in the portfolio that will augment your understanding of this solution area: Classroom 1M00100I Avaya Modular Messaging Caller Applications 16.00 hours Assessment 1M00100A Avaya Modular Messaging Caller Applications Assessment 2.00 hours Web ATC01191WEN Implementing the AudioCodes Gateway with Modular Messaging 5.0 2.00 hours Web ATU00170OEN Session Manager Technical Overview 4.00 hours

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7.3 Contact Center ACIS - Avaya Aura® Contact Center (ACIS - 6202) To earn 6202 ACIS - Avaya Aura® Contact Center Implementation credential: Avaya Aura® Call Center Implementation credential - Please choose one of the following courses and the related assessment test. Web 3615W Configure Avaya Communication Server 1000 for Avaya Aura® Contact Center 3.50 hours Assessment 3615J Configure Avaya Communication Server 1000 for Avaya Aura® Contact Center Assessment 0.50 hours Web 3616W Configure Avaya Aura® Communication Manager for Avaya Aura® Contact Center 3.50 hours Assessment 3616J Configure Avaya Aura® Communication Manager for Avaya Aura® Contact Center Assessment 0.50 hours Avaya Aura® Call Center Implementation - Please choose one of the following: Classroom 3608C Avaya Aura Contact Center Installation and Commissioning 40.00 hours Classroom 3621C Avaya Aura Contact Center Installation, Configuration and Scripting Essentials 80.00 hours Exam 6202 Avaya Aura® Contact Center Implementation Exam 1.50 hours Gain up to date knowledge by taking this course: V-Classroom 1C00021V What’s new with Avaya Aura® Contact Center Release 6.2 16.00 hours

ACIS - Avaya Aura® Contact Center CCT and Multimedia (ACIS - 6209) To earn 6209 ACIS - Avaya Aura® Contact Center CCT and Multimedia Credential Classroom 3608C Avaya Aura Contact Center Installation and Commissioning 40.00 hours Classroom 3607C Avaya Aura Contact Center Multimedia Implementation 24.00 hours Exam 6209 Avaya Aura® Contact Center CCT and Multimedia Implementation Exam 1.50 hours

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7.3 Contact Center ACSS - Avaya Aura® Contact Center (ACSS 3300) Take these Exams to earn the ACSS - Avaya Aura® Contact Center Credential: Exam 3301 Avaya Aura® Contact Center Maintenance and Troubleshooting Exam 1.75 hours Exam 3300 Avaya Aura® Contact Center Administration Exam 1.75 hours Exam 6202 Avaya Aura® Contact Center Implementation Exam 1.50 hours Exam 6209 Avaya Aura® Contact Center CCT and Multimedia Implementation Exam 1.50 hours Take these courses to prepare for the ACSS - Avaya Aura® Contact Center Maintenance & Troubleshooting Exam: Classroom 5C00010I Avaya Aura® Contact Center Maintenance 32.00 hours Classroom 5C00011I Avaya Aura® Contact Center Troubleshooting 32.00 hours Take these courses to prepare for the ACSS - Avaya Aura® Contact Center Administration Exam: Classroom 3609C Avaya Aura® Contact Center Administration 40.00 hours Classroom 3610C Avaya Aura® Contact Center - Orchestration Designer Scripting 40.00 hours To prepare for the ACIS - Avaya Contact Center Implementation Exam, take the courses for the Avaya Contact Center Implementation Exam (ACIS – 6202) listed above. To prepare for the ACIS - Avaya Contact Center CCT and Multimedia Implementation Exam, take the courses for the Avaya Contact Center CCT and Multimedia Implementation Exam (ACIS – 6209) listed above. Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: Assessment ATC03000AEN Avaya Aura® Fundamental Technology Assessment 1.00 hour To Continue My Education: These courses cover additional topic areas in the portfolio such as advanced topics that will augment your understanding of this solution area: Classroom 3612C Avaya Aura Contact Center Suite Engineering 24.00 hours Web 3627W Configure Avaya Aura Contact Center Agent Desktop 2.00 hours Classroom 3621C Avaya Aura Contact Center Installation, Configuration and Scripting Essentials 80.00 hours Web 3626W Configure Avaya Aura® Contact Center Multimedia with Call Center Elite 2.50 hours Take these courses to keep your knowledge current: V-Classroom 1C00021V What’s new with Avaya Aura Contact Center Release 6.2 16.00 hours Classroom 1C00140I Integrating High Availability with Avaya Aura Contact Center 16.00 hours

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7.3 Contact Center ACIS - Avaya Aura® Call Center Elite and Avaya Call Management System (ACIS - 6201) To earn 6201 ACIS - Avaya Aura® Call Center Elite and Avaya Call Management System Implementation Credential Avaya Aura® Call Center Elite Implementation and Configuration - Please choose one of the following: Classroom 5C00091I Avaya Aura® Call Center Elite Implementation and Configuration 32.00 hours V-Classroom 5C00091V Avaya Aura® Call Center Elite Implementation and Configuration 32.00 hours Avaya Call Management System Installation and Maintenance - Please choose one of the following: Classroom ATI00685IEN Call Management System Installation & Maintenance 16.00 hours V-Classroom ATI00684VEN Call Management System Installation & Maintenance 16.00 hours Exam 6201 Avaya Aura® Call Center Elite & Avaya Call Management Implementation Exam 2.00 hours ACSS - Avaya Aura® Call Center Elite (ACSS - 3304) Take the following Exams to earn the ACSS - Avaya Aura® Call Center Elite credential: Exam 3100 Avaya Aura® Communication Manager Administration Exam 1.50 hours Exam 3304 Avaya Aura® Call Center Elite Implementation and Maintenance Exam 1.75 hours Take this course to prepare for the Avaya Aura® Communication Manager Administration Exam (3100): Classroom 5U00041I Avaya Aura® Communication Manager Administration 40.00 hours Take one of these courses to prepare for the Avaya Aura® Call Center Elite Implementation and Maintenance Exam (3304) Classroom 5C00091I Avaya Aura® Call Center Elite Implementation and Configuration 32.00 hours V-Classroom 5C00091V Avaya Aura® Call Center Elite Implementation and Configuration 32.00 hours ACIS - Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring (ACIS - 6207) Take this Exam to earn the ACIS - Avaya Aura® Contact Recording and Avaya Aura® Quality Monitoring Credential: Exam 6207 Avaya Aura Contact Recording and Avaya Aura Quality Monitoring Implementation Exam 1.75 hours OPTION 1: New to Avaya Aura® Contact Recording and Quality Monitoring as well as experienced Avaya NES CRQM 6.5/7.0, take this course. Classroom 3622C Avaya Aura Contact Recording and Avaya Aura Quality Monitoring Installation and Configuration 40.00 hours OPTION 2: For those Certified to install and support Avaya Aura® Contact Recording 10.0 / QM 10.0, take these courses: Web 3625W Avaya Aura Workforce Optimization Implementation Delta from Avaya Contact Recording 10.0 to 10.1 3.00 hours Web 3630W Avaya Aura Workforce Optimization Implementation Delta from Avaya Quality Monitoring 10.0 to 10.1 3.00 hours

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7.3 Contact Center ACSS - Avaya Aura® Experience Portal with Proactive Outreach Manager (ACSS - 3305) Take this Exam to earn the ACSS Avaya Aura® Experience Portal with Avaya Proactive Outreach Manager credential: Exam 3305 Avaya Aura® Experience Portal with POM Implementation and Maintenance Exam 1.75 hours Take these courses to prepare for the Avaya Aura® Experience Portal with Proactive Outreach Manager Maintenance and Troubleshooting Exam: Please choose either the instructor-led 4C00100I course or the virtual instructor-led 4C00100V course: Classroom 4C00100I Avaya Aura® Experience Portal Implementation 40.00 hours V-Classroom 4C00100V Avaya Aura® Experience Portal Implementation 40.00 hours Web 4C00101W Avaya Aura® Experience Portal Administration 4.00 hours Web 4C00095W Avaya Aura® Orchestration Designer for Developers 4.50 hours Web 4C00074W Avaya Proactive Outreach Manager (POM) Administration and Configuration 4.00 hours Please choose either the virtual instructor-led 5C00090V or the instructor-led 5C00090I course: V-Classroom 5C00090V Avaya Aura® Experience Portal, Avaya Aura Orchestration Designer and Avaya Proactive Outreach Manager Troubleshooting 24.00 hours Classroom 5C00090I Avaya Aura® Experience Portal, Avaya Aura Orchestration Designer and Avaya Proactive Outreach Manager Troubleshooting 24.00 hours Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: Web ATC01270WEN Quick SIP 1.00 hour To Continue My Education: These courses cover additional topic areas in the portfolio such as advanced topics that will augment your understanding of this solution area: APDS – Contact Center ACIS – Avaya Aura® Contact Center (ACIS – 6202) ACSS – Proactive Contact (ACSS – 3303) ACIS – Avaya Interaction Center (ACIS – 6205) ACSS - Avaya Contact Center Control Manager (ACSS - 3302) ACSS - Avaya Contact Center Control Manager Exam 3302 Avaya Contact Center Control Manager Implementation Exam 1.75 hours Take this course to prepare for the Avaya Contact Center Control Manager Implementation & Maintenance Exam: V-Classroom 4C00070V Avaya Contact Center Control Manager Implementation and Maintenance 40.00 hours Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: Web 1C00023S What’s new with Avaya Contact Center Control Manager 6.3 2.00 hours Classroom 5C00091I Avaya Aura® Call Center Elite Implementation and Configuration 32.00 hours V-Classroom 5C00091V Avaya Aura® Call Center Elite Implementation and Configuration 32.00 hours V-Classroom 4C00071V Avaya Contact Center Control Manager for Administrators 16.00 hours

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7.3 Contact Center ACIS - Avaya Interaction Center (ACIS - 6205) Take this Exam to earn the ACIS - Avaya Interaction Center Credential: Exam 6205 Avaya Interaction Center Implementation Exam 1.75 hours Take these courses to prepare for the Avaya Interaction Center Exam: Please choose an Instructor-Led or a Virtual Instructor-Led Course: Classroom ATA01820IEN IC Planning and Implementation 40.00 hours V-Classroom ATA01820VEN IC Planning and Implementation 40.00 hours To Continue My Education: These courses cover additional topic areas in the portfolio such as advanced topics that will augment your understanding of this solution area: APDS – Contact Center ACIS – Avaya Aura® Contact Center (ACIS – 6202) ACSS – Proactive Contact (ACSS – 3303) ACSS - Avaya Proactive Contact (ACSS - 3303) Take this Exam to earn the ACSS Avaya Proactive Contact Credential: Exam 3303 Avaya Proactive Contact Implementation and Maintenance Exam 2.00 hours

Take these courses to prepare for the Avaya Proactive Contact Implementation & Maintenance Exam: Please choose an instructor-led or a virtual instructor-led course: Classroom ATA00781IEN Avaya Proactive Contact 5.0 Implementation & Configuration 40.00 hours V-Classroom ATA00781VEN Avaya Proactive Contact 5.0 Implementation & Configuration 40.00 hours Please choose an instructor-led or a virtual instructor-led course: V-Classroom 4C00072V Avaya Proactive Contact 5.0 Basic System Supervisor 24.00 hours Classroom AVA00989H00 Avaya Proactive Contact 5.0 Basic System Supervisor 24.00 hours Please choose an instructor-led or a virtual instructor-led course: V-Classroom 4C00073V Avaya Proactive Contact 5.0 Advanced System Supervisor 16.00 hours Classroom AVA00990H00 Avaya Proactive Contact 5.0 Advanced System Supervisor 16.00 hours Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: Web AVA01013WEN Avaya Proactive Contact Solutions Overview 4.00 hours Assessment AVA01013AEN Avaya Proactive Contact Solutions 5.0 Overview – Assessment 0.50 hours To Continue My Education: These courses cover additional topic areas in the portfolio such as advanced topics that will augment your understanding of this solution area: APDS – Contact Center ACIS – Avaya Aura® Contact Center (ACIS – 6202) ACIS – Avaya Interaction Center (ACIS – 6205) ACSS – Avaya Aura® Contact Center (ACSS – 3300)

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7.4 Networking ACSS - Avaya Ethernet Routing Switch (ACSS – 3600) Take this Exam to earn the ACSS - Avaya Ethernet Routing Switch Credential: Exam 3600 Avaya Ethernet Routing Switch Implementation and Maintenance Exam 1.75 hours Take these courses to prepare for the Avaya Ethernet Routing Switch Configuration and Maintenance Exam: Choose one: V-Classroom 6721X Converged Campus: ERS Solution Installation and Configuration 40.00 hours Classroom 6721C Converged Campus: ERS Solution Installation and Configuration 40.00 hours V-Classroom 7D00067V Network Management and Policy Service 16.00 hours Choose one: V-Classroom 6722X ERS 8800/8600/8300 Advanced Configuration and Maintenance 40.00 hours Classroom 6722C Avaya ERS 8600/8300/1600 Advanced Configuration and Maintenance 40.00 hours Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: 0077T/W – Ethernet Fundamentals 0229T/W – IP Fundamentals 6701T/W – Ethernet Switching and Resiliency 6702T/W – IP Routing 7517T/W – Multicast on the Ethernet Routing Switch

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7.4 Networking ACIS - Avaya Virtual Services Platform 9000 (ACIS - 6102) Take this Exam to earn the ACIS - Avaya Virtual Services Platform 9000 Credential: Exam 6102 Avaya Virtual Services Platform 9000 Implementation Exam 1.50 hours Take this course to prepare for the Avaya Virtual Services Platform 9000 Implementation Credential: V-Classroom 6782X Avaya Virtual Services Platform 9000 Installation and Configuration 40.00 hours Classroom 6782C Avaya Virtual Services Platform 9000 Installation and Configuration 40.00 hours Maintaining your competency: Gain up to date knowledge by taking this course: Web 4D000035W What’s new for the VSP 9000 v. 3.2 4.00 hours ACSS - Avaya Virtual Services Platform 9000 (ACSS - 3601) Take these Exams to earn the ACSS - Avaya Virtual Services Platform 9000 - Embedded Credential: Exam 6102 Avaya Virtual Services Platform 9000 Implementation Exam 1.50 hours Exam 3601 Avaya Virtual Services Platform 9000 Maintenance and Troubleshooting Exam 1.75 hours To prepare for the ACIS - Avaya Virtual Services Platform 9000 Implementation Exam, take the courses for the Avaya Virtual Services Platform 9000 Implementation Exam (ACIS – 6102) listed above. Take these courses to prepare for the Avaya Virtual Services Platform 9000 Maintenance and Troubleshooting Exam (3601): Choose 6783X or 6783C: V-Classroom 6783X Avaya Virtual Services Platform 9000 Advanced Maintenance and Troubleshooting 32.00 hours Classroom 6783C Avaya Virtual Services Platform 9000 Advanced Maintenance and Troubleshooting 32.00 hours V-Classroom 7D00067V Network Management and Policy Services 12.00 hours ACSS - Avaya Virtualization Provisioning Service (ACSS - 3603) Take this Exam to earn the ACSS – Avaya Virtualization Provisioning Service Credential: Exam 3603 Avaya Virtualization Provisioning Service Implementation and Maintenance Exam 1.50 hours Take these courses to prepare for the Avaya Virtualization Provisioning Service Implementation and Maintenance Exam: V-Classroom 7D00066V Avaya COM and VPS Implementation and Management 24.00 hours

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7.4 Networking ACSS - Avaya VPN Gateway (ACSS - 3602) Take this Exam to earn the ACSS - Avaya VPN Gateway Credential: Exam 3602 Avaya VPN Gateway Implementation and Maintenance Exam 1.50 hours Take this course to prepare for the Avaya VPN Gateway Implementation and Maintenance Exam: V-Classroom 7956X Avaya VPN Gateway Configuration & Management 32.00 hours Recommended Learning: These courses provide knowledge in technology and fundamental information that is critical to your success in this curriculum: 0077T/W – Ethernet Fundamentals 0229T/W – IP Fundamentals 6701T/W – Ethernet Switching and Resiliency 6702T/W – IP Routing ACIS - Avaya Wireless LAN (ACIS - 6104) Take this Exam to earn the ACIS - Wireless LAN Credential: Exam 6104 Avaya Wireless LAN Implementation Exam 1.50 hours Take these courses to prepare for the Avaya Wireless LAN Implementation Credential: V-Classroom 6769X Avaya Wireless LAN 8100 Implementation and Management 24.00 hours Maintaining your competency: Gain up to date knowledge by taking this course: On Demand 7D00052O Wireless LAN 8100 v1.1 Product Knowledge Transfer 1.50 hours

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Appendix A - ACIS and ACSS Knowledge and Skills Matrices

ACIS ACSS

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 • Configure the product for hand-off to Day 2 administration • Test, validate, and troubleshoot the implementation

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

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

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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 email 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.

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

(End of document)