Avaya Top Gun TrainingAvaya Top Gun TrainingProgram Program OverviewOverview

Glenn Buchanan – Partner Community Council Ch iChairman

August 21, 2014

1Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

What is Top Gun Training?What is Top Gun Training?What is Top Gun Training?What is Top Gun Training?

“Hands-On” Training– Participants have their own environment to work with– Participants have their own environment to work with– Participants must complete their portion of the overall solution

Taught from an Overall Solution Perspectiveg p– Courses are developed from and based on large scale real-world

solutions utilized by top Avaya clients– Courses Provide a: Top–>Down & Bottom–>Up PerspectiveCourses Provide a: Top >Down & Bottom >Up Perspective

Providing “Real World” Experience– Detailed Technical Training incorporating installation, g p g ,

configuration, integration and troubleshooting

2Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Registration Priority and Process?Registration Priority and Process?Pre-register

– Email to “news@pccamericas.org”– Indicate Design, Support, IPO(SMEC), or Contact CentreIndicate Design, Support, IPO(SMEC), or Contact Centre– If Support please identify track preference 1-6– Registration site www.pccamericas.org

Registration Priority– Current active PCC members have priority– Current active PCC companies have priorityCurrent active PCC companies have priority– Non-PCC attendees will be added to the PCC database and sent

a PCC “New Member Package” which will identify monthly task force calls times and provide bridge detailsforce calls times and provide bridge details

Registration Site– Expected to be up end of next week

3Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

p p– Will be advertised through Heidi to this group– Also to be advertised to Service Advisory Council

Top Gun Training Purpose Top Gun Training Purpose ––

To facilitate the move from product based support to solution based support through…

MSGSIPCM

CM

MSG

AESCMSAESMSG

CM

AEP

O X

SIPCMS AEP

One-X

One-X

4Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

One X

PCC Technical Conference Technical Track Abstracts / OverviewsA t 2014August 2014

11 -- CommunicationCommunication Manager TrackManager Track1 1 Communication Communication Manager TrackManager Track The Communication Manager Track will provide workshops on

advanced topics designed to help engineers gain deeper knowledge in critical CM areas. Engineers will configure and test on real systems while learning new concepts to detect, identify, and correct issues in client systems. The CM Track will include: Location based dialing VoIP Codecs DSP resource allocationLocation based dialing, VoIP Codecs, DSP resource allocation, transcoding, hair pinning, shuffling, and configuring and troubleshooting ESS and LSP file synchronization.

6Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

22 -- CommunicationCommunication Manger (CM) EndpointsManger (CM) Endpoints2 2 Communication Communication Manger (CM) EndpointsManger (CM) Endpoints The Communication Manger Endpoints Track is a look into the

Avaya One-X Agent and Avaya One-X Communicator soft clients. In this track engineers will gain “ hands-on” experience configuring and testing product features. Engineers will work with popular client features such as presence, learn to find and read client side logs and utilize scripts that are available which can automatically pull andand utilize scripts that are available which can automatically pull and zip ALL client logs for submission to Avaya support.

7Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

33 -- AvayaAvaya Experience PortalExperience Portal3 3 Avaya Avaya Experience PortalExperience Portal The Avaya Experience Portal (AEP)Track will give engineers a

fundamental basis for working within the platform. In this track Engineers will configure and integrate AEP, Communication Manager and a voice server (if available) and then perform out-of-the-box testing of the AEP solution. Engineers will develop, test, deploy and debug a real application while gaining experience withdeploy and debug a real application while gaining experience with the Application Designer tool. Tracing and system log analysis will be utilized during debugging sessions when making live calls into developed applications.developed applications.

8Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

4 4 -- Avaya Avaya SIP (System/Session Manager) SIP (System/Session Manager) TrackTrackTrackTrack The Avaya SIP Track will give engineers exposure to the

fundamentals of an Avaya SIP based solution. Engineers will configure users and phones into a SIP environment, register these endpoints and make calls. Both SIP Phones and Avaya CM SIP phones will be covered which will include features such as dual registration and CM subscriptions Engineers will learn aboutregistration and CM subscriptions. Engineers will learn about creating SIP Entities, call processing and call routing in but not limited to an Avaya only SIP environment.

9Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

55 -- Avaya Avaya Application Enablement Services (AES) Application Enablement Services (AES) TrackTrackTrackTrack The Avaya AES Track will give engineers experience setting up

and configuring their own AES system. After initial configuration , engineers will learn to how to test the basic functionality of the AES utilizing the embedded test tools of the AES. Engineers will the learn to read the AES logs and to add licenses. Engineers will explore both the TSAPI and DMCC libraries upon which many popularboth the TSAPI and DMCC libraries upon which many popular applications CTI and softphone applications are build. Engineers will work with example applications and will learn how external applications control and make CTI calls using these TSAPI andapplications control and make CTI calls using these TSAPI and DMCC libraries. Engineers will be able to make their own CTI calls using these libraries and test tools provided by the AES.

10Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

66 -- Avaya Avaya Collaboration Environment (CE) Collaboration Environment (CE) TrackTrackTrackTrack The Avaya CE Track will give engineers exposure to the Next

Generation of Avaya SIP. Collaboration Environment explores the ability of clients to build custom SIP applications and sequence them into a call flow. In this track engineers will learn what Collaboration Environment is and how it is used and deployed with Avaya SIP. Engineers will also (time permitting) explore the Avaya Media ServerEngineers will also (time permitting) explore the Avaya Media Server and how to work with simple call treatments. Engineers will explore and be given the opportunity to build a simple SIP application and to sequence it into a SIP Call Flow. Engineers will then test with a SIPsequence it into a SIP Call Flow. Engineers will then test with a SIP call and watch the processing of their application.

This Track requires engineers to be open to challenging themselves as this track will showcase application development using tools like Eclipse and Java. Engineers should be able to follow highly technical steps exactly in order to get their applications to compile and to deploy properlyhighly technical steps exactly in order to get their applications to compile and to deploy properly. It is not intended that engineers have development experience, the intent is for engineers to begin to experience how SIP will change the way we and our clients will do business in the future. The focus on development will show the how the building of business SIP applications and leveraging Avaya CE can help clients to extend their business in new ways.

11Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Avaya Top Gun Training

PCC Fall 2014 Technical Conference

12Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

SE Design Track

Utilizing PLDS to View License Entitlements/HistoryEntitlements/History

PLDS is Avaya’s going forward web-based tool to enable, view and activate entitled license’s on all Avaya Solutions.

Using PLDS to View License Entitlements/History for Upgrades will provide attendees with an overview of PLDS and how to utilize PLDS to:– License Downloads for Avaya Aura Solutions on PLDS– License Downloads for IP Office– Viewing EntitlementsViewing Entitlements– Activating License Entitlements

This knowledge will allow engineers who have not had any exposure to PLDS especially as it relates to IP Office andexposure to PLDS, especially as it relates to IP Office and Radvision/SCOPIA to gain knowledge on the use of the tool and downloading license files.

13Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Quoting an Avaya on Avaya Mid Market SolutionSolution

Quoting an Avaya on Avaya Mid Market Solution and IPO Contact Center Solutions on Avaya Networking will review the IPO CC and ACCS offers and advantages when running on an Avaya NetworkingACCS offers and advantages when running on an Avaya Networking Infrastructure. During the session attendees will:

– Have an overview of the Avaya Mid Market Contact Center Solutions y(IPOCC and ACCS)

– Learn how to quote the solution– See the advantages of an Avaya Mid Market Solution running on

Avaya NetworkingAvaya Networking– Learn what is required to quote, order and license an end to end

solutionThis knowledge will allow engineers who have not had any exposure to A O S C fi ti t l i ll it l t t IPAvaya One Source Configuration tools, especially as it relates to IP Office Contact Center Solution to gain knowledge on the use of the tool and the ease of configuring the solution on Avaya Networking.

14Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

IP Office Contact Center Solutions – IPOCC and ACCSand ACCSIP Office is the flagship solution for Small and midsize business scaling to 2000 users across up to 32 locations. UC and mobility are fundamental, and almost table stakes for any midmarket business, and are delivered asand almost table stakes for any midmarket business, and are delivered as core, included functionality.Driving your success is a full collaboration suite, fully integrated to IP Office, delivered by a single vendor – Avaya.Providing you with solutions from a single vendor reduces complexity, and integration risk. During the session attendees will:

Have an overview of the Avaya Mid Market Contact Center Solutions– Have an overview of the Avaya Mid Market Contact Center Solutions (IPOCC and ACCS)

– Best Practices when designing the solution– Learn what is required to quote, order and license an end to end solution

This knowledge will allow engineers who have not had any exposure to IP Office Contact Center Solution to gain knowledge on the solution and some key differentiators between Avaya Mid Market Contact Center solutions and some of the competition.

15Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Best Practices for Integrating CS1000 into Ayava AuraAyava Aura

Best Practices for Integrating CS1000 into Avaya Aura will allow SE’s to understand how the legacy CS1000 systems may be migrated or integrated into Avaya Aura CM utilizing a phased strategyintegrated into Avaya Aura CM utilizing a phased strategy. During the session attendees will:

– Overview of the current Avaya Aura Solutions– CS1000 Release 7.6CS1000 Release 7.6– Avaya Aura Conferencing– OneX Solutions– Session Manager and System Manager

Migration of SIP NRS to Session Manager– Migration of SIP NRS to Session Manager– License Migration Strategy

This knowledge will allow engineers who have not had exposure to Avaya Aura applications and CS1000 integration to understand theAvaya Aura applications and CS1000 integration to understand the migration strategy and functionality when registering to either the CS1000 or Session Manager.

16Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Quoting and Designing an Aura VE SolutionQuoting and Designing an Aura VE Solution

Avaya Aura Virtualized Environment permits any VMware user to install Avaya Aura collaboration features directly onto their virtualized server infrastructure It offers another method for any enterprise to move toinfrastructure. It offers another method for any enterprise to move to Avaya Aura Release 6.2. Avaya will now supply any core application either as a hardware appliance (installed and tested on an Avaya provided server) or as a software OVA (virtual appliance) solution compatible with VMware vCenter.p During the session attendees will:

– Have an overview of the Avaya Aura VE– Learn how to quote the solutionq– Review of Service and Licensing– Learn what is required to quote, order and license an end to end

solutionThis knowledge provides engineers who have not had any exposure to Avaya Aura VE to learn the advantages of a virtualized solution and best practices on designing the solution.

17Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Winning in a Competitive World (IPO vs Shoretel)Shoretel)

The competitive landscape is rapidly changing !!

During this session you will be taken through a comparison of IP Office and Shoretel and how to win against them.g

You will be taken through competitive assets to help you identify ShoreTel’s weaknesses, counter their claims, and position Avaya solutions.

18Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Avaya Aura Suites and License Parking/ Transfer BestAvaya Aura Suites and License Parking/ Transfer Best PracticesAvaya Aura Suites and License Parking/Transfer Best

Practices will go into greater detail on utilizing PLDS toPractices will go into greater detail on utilizing PLDS to move licenses between servers..

This knowledge will allow engineers who work with the g gCM and need more information on the use of PLDS to transfer licenses or view additional entitlements to become more proficient.become more proficient.

The Process and Policy for License Parking will be reviewed in detail as well.

19Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Using the Avaya One Source Configuratorg y g(web enabled ASD and EC integration)The new One Source Configurator (OSC) is a web based configurator for design and quoting of New Systems and Heritage Nortel Migrations to Communication Manager.

A O S C fi t i t d ‘b i d d t’ di th t bl th Avaya One Source Configurator introduces new ‘browser-independent’ coding, that enables the new areas of the Avaya One Source tool to operate via most Browsers :

– The introduction of ‘Browser Independence’ to existing One Source tools e/g. EC Voice, EC Services, GPPC etc. will be phased over the remainder of 2014. Until these tools are updated it will be necessary to continue to use IE v9, 10 or 11. y ,

– Note: IE 8 is no longer supported

One Source Configurator enables Avaya to provide a single, consistent, online user interface (UI) to the existing suite of Avaya One Source tools. This will result in a single portal & more streamlined process to design & quote the complete Avaya Enterprise Portfolio. p g q p y p

Release 1 introduced on 7 July 2014 provides the online-enablement of a large section of the current ASD portfolio and better integrates this into the current Avaya One Source quote creation process. It also introduces new integration & functionality to enable installed CS1K systems and applications to migrate to Communication Manager.

Subsequent releases of A1SC will deliver increased value to users through increased portfolio coverage, Including integration / consolidation of other Avaya One Source tools. And also increased functionality to improved usability, accuracy & performance.

20Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Best Practices for SA/UA Quoting and Expansion withinBest Practices for SA/UA Quoting and Expansion within ASD (in conjunction with Upgrade Activity)

Support Advantage quoting and Expansion can be pp g q g pconfusing at times.

This session is intended to take some of the guesswork out of Support Advantage when you are upgrading.

After you this session, you will be able to:– Co-Term to an existing contract– Understand where you can get information on the current

support contractpp– What is required at ordering

21Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Migration of SS/SSU to Support Advantage – Like for LikeMigration of SS/SSU to Support Advantage Like for Like PolicyAvaya recently announced the End of Sale of the SSI

support modelsupport model.

In some instances, SS/SS+U contracts will need to be recast to Support Advantage.pp g

This session will allow you to ask questions of an Avaya Subject Matter Expert on Support Advantage.

Additionally you will be taken through some common scenarios that will give you a better understanding of Support Advantage and what is required to recast SSISupport Advantage and what is required to recast SSI contracts to SA.

22Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Using Avaya One Source Configurator for CS1000 to CMUsing Avaya One Source Configurator for CS1000 to CM License MigrationsThe new One Source Configurator (OSC) is a web

based configurator for design and quoting of New g g q gSystems and Heritage Nortel Migrations to Communication Manager.

Using the new integration & functionality of the OSC weUsing the new integration & functionality of the OSC we will go through an installed CS1K system and the associated applications to migrate to Communication ManagerManager.

You will see how to – Look up the current software history on the CS1Kp y– Migrate the CS1K license to the CM– Decommission the CS1K

23Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Design and Quoting Best Practices for Avaya NetworkingNetworking

Avaya Networking offers a versatile portfolio of networking products that allow enterprises to build networks thatproducts that allow enterprises to build networks that provide mission critical dependability and superior return on investment.

During the session attendees will:– Have an overview of the Avaya Networking Portfolio

Learn how to quote the solutions

Learn when services are required and which solutions b d d ith t i tt h dmay be ordered without services attached

24Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Applying Promotions in Avaya One SourceApplying Promotions in Avaya One Source

Applying Promotions in Avaya One Source is meant to provide an over view of the current Avaya Promotionsprovide an over view of the current Avaya Promotions and how to apply them to a quote.

In addition, attendees will see how to use Avaya One ySource to apply promotional pricing and read the price reports.

25Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Global Registration Tool and Customer Authorization (CAT) G oba eg st at o oo a d Custo e ut o at o (C )Best PracticesTo ensure timely delivery of proper service entitlements, Avaya records must accurately reflect the products/materials that are installed at a customer site Avaya partner is required to complete the registrationcustomer site. Avaya partner is required to complete the registration process. The product registration process includes three simple steps:

– Installed Base Creation – initial upload of products/material codesp p– Technical On-Boarding – system driven calculation of what needs

further technical registration data. Establishes connectivity to the products as required.

– Record Validation – System presents data to confirm andRecord Validation System presents data to confirm and presentation of records to be removed from registration

The Global Registration Tool automates and simplifies this registration process. Access this tool at Support.avaya.com/grt.This session will go into greater detail on using GRT as the final registration point to initiate the support contract.

26Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Quoting and Designing Radvision/ScopiaQuoting and Designing Radvision/Scopia

For those who may be new to ASD or may just need a refresher and also need to gain additional experiencerefresher and also need to gain additional experience configuring a Radvision quote…….this is the session for you !

This session will provide Designers/Engineers with an overview of the Avaya Video Configurator (former Radvision) within ASD and also the new SupportRadvision) within ASD and also the new Support Advantage service offer.

After this training Designers/engineers should be familiar with the different screens within ASD as it relates to Avaya Video Collaboration (former Radvision/SCOPIA) , the Maintenance configurator and how to order the solution.

27Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

a e a ce co gu a o a d o o o de e so u o

Ask the Expert SessionsAsk the Expert Sessions

Avaya Subject Matter Experts will be on hand daily to answer questions in key areas Attendees are welcome toanswer questions in key areas. Attendees are welcome to attend these sessions to address any questions from materials covered throughout the day or general Avaya questionsquestions.

Ask the Expert Sessions are available for:– Hands on How to Quote CM in Avaya One Source– Hands on How to Quote CM in Avaya One Source– Hands on How to Quote IPO in Avaya One Source– PLDS, CAT, GRT and Avaya One Source– IPOSS, Support Advantage and PASS

28Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Introduction to ASD (for SME partners with no ASD oduc o o S ( o S pa e s o Sexperience) This session covers an overview of the IP Office Quoting and

Ordering Process with One Sourceg

Throughout this session we will review:– Overview of Options for creating IP Office configurations/quotes and

OrderingOrdering– Ordering of IP Office licenses via ADI – IPOSS Services

Special Bids and IP Office in One So rce– Special Bids and IP Office in One Source– ADI Support and Useful links

29Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

3rd Party SIP Integration Best Practices when integrating to3 Party SIP Integration Best Practices when integrating to Avaya Aura3rd Party SIP Integration Best Practices when integrating to Avaya Aura will go into greater detail when Cisco or Microsoft are being integrated with Avaya Aura

Throughout this session we will review:License Requirements for Avaya Aura– License Requirements for Avaya Aura

– Costs associated to licensing– SIP functionality

Recommended Network requirements– Recommended Network requirements– Trouble Shooting– Getting Support

30Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

3rd Party SIP Integration Best Practices when integrating to3 Party SIP Integration Best Practices when integrating to IP Office3rd Party SIP Integration Best Practices when integrating to Avaya Aura will go into greater detail when Cisco or Shoretel are being integrated with IP Office

Throughout this session we will review:License Requirements for Avaya Aura– License Requirements for Avaya Aura

– Costs associated to licensing– SIP functionality

Recommended Network requirements– Recommended Network requirements– Trouble Shooting– Getting Support

31Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

Avaya Top Gun Training

PCC Fall 2014 Technical Conference

32Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

IP Office Track

IP Office Tracks

1. In-depth trouble shooting of SIP trunking and SIP/H323 endpoints

2. Designing Server Edition (with different scenarios)

3. Best practices on Building Resiliency with SCN

4. Tips & Tricks and troubleshooting on Server Edition Live simulations of Server Edition

5. OneXportal installation best practices and trouble shooting tips and tricks

6. Configuring Email and Chat for Contact Center

7. ACCS Install and Tips and Tricks

33Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

IP Office Continued8. IPOCC installation considerations and troubleshooting tips and tricks

9. In-depth monitor filters for Trouble Shooting

10. VMPro installation best practices including scenarios with call flows

11. Trouble Shooting using IP Office monitor and system t t li tistatus application

12. Upgrade best practices for Server Edition and older versions of 500v2 such as going from 5 0 to 9 0 takingversions of 500v2 such as going from 5.0 to 9.0 taking licenses model into consideration.

13. Backup and Restore best practices Server, OneXportal,

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13. Backup and Restore best practices Server, OneXportal, and VMPro

IP Office Continued

14. Radvison/Scopia for IP Office

15. Session Border Controller deep dive on design and15. Session Border Controller deep dive on design and implementation/security on Server Edition and 500V2

16. In depth presentation on the how's and how not's of IP Office virtualization in the cloud and on premise with VMware.

17 Old i f IPO d t l t t l i17. Older versions of IPO upgrades to latest release i.e. IPO 5.0 to 9.0 taking the licensing model into consideration.

18 Backup and Restore best practices Server OneXportal18. Backup and Restore best practices Server, OneXportal, and VMPro

HANDS ON AS MUCH AS POSSIBLE WITH LIVE

35Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

HANDS ON AS MUCH AS POSSIBLE WITH LIVE HARDWARE.