© 2009 Avaya Inc. All rights reserved.1 IP Office Advanced Applications and Troubleshooting Workshop

© 2009 Avaya Inc. All rights reserved.2 Introduction to the Workshop Welcome to the Avaya IP Office Advanced Applications and Troubleshooting Course! This course is designed to teach participants how to install, configure and troubleshoot advanced IP Office Voic Pro functions, Unified Messaging Services (UMS), one-X Portal, Contact Store, and Customer Call Reporting (CCR). The workshop will also provide participants with information on troubleshooting common IP Office issues. The class includes lecture and hands-on lab activities demonstrating the various features and functions of applications designed for the IP Office platform.

© 2009 Avaya Inc. All rights reserved.3 Workshop Objectives Upon completion of this course, participants should be able to: Identify installation requirements for IP Office applications. – Hardware, software and licensing requirements – IP Office Manager application configuration settings Construct call flows including advanced applications such as Database Actions and Text to Speech Actions. Explain the capabilities of the Unified Messaging Service (UMS). Record calls using ContactStore. Summarize the functionality of one-X Portal. Define the features of Customer Call Reporting (CCR).

© 2009 Avaya Inc. All rights reserved.4 Workshop Objectives (continued) Summarize the available options for Voic Pro within a Small Community Network (SCN). – Centralized Fallback Backup Distributed – Combination of options Describe the use of the Avaya provided tools – System Status Application (SSA) – System Monitor – Debug Viewer

© 2009 Avaya Inc. All rights reserved.5 Classroom Environment Daily course start and stop times – Breaks (e.g. morning, lunch and afternoon) Emergency exits and procedures Mobile phone utilization Restroom / break room locations Smoking facilities Food / drinks in the classroom Use of personal computers

© 2009 Avaya Inc. All rights reserved.6 Course Schedule This is a five day training course that is divided into 9 chapters and 27 modules. Please keep in mind this agenda is only a guideline. Day One ModuleTitleDuration (Hours) 1-1Introduction to the workshop First steps Installation Requirements Setup and functionality Voic Pro Client Actions, Variables and Conditions Call flows & Auto Attendants 0.75

© 2009 Avaya Inc. All rights reserved.7 Course Schedule (continued) Day Two ModuleTitleDuration (Hours) 3-1Text to Speech Database and IVR TAPI Voic Campaign UMS IMAP Service 0.50

© 2009 Avaya Inc. All rights reserved.8 Course Schedule (continued) Day Three ModuleTitleDuration (Hours) 4-3Exchange Configure one-X Portal Using ContactStore CCR features and installation0.75

© 2009 Avaya Inc. All rights reserved.9 Course Schedule (continued) Day Four ModuleTitleDuration (Hours) 7-1 CCR features and installation (continued) Standard Configuration Reports, Alarms and Wallboards Call Scenarios Using Diagnostic Tools Best Practice1.00

© 2009 Avaya Inc. All rights reserved.10 Course Schedule (continued) Day Five ModuleTitleDuration (Hours) 8-3 Global Assistance Calls Meshed Network with IP Office Centralized Voic Pro Backup Voic Pro Distributed Voic Pro 2.00

© 2009 Avaya Inc. All rights reserved.11 Additional information Where the course fits in the curriculum Exams and Certification Student Prerequisite knowledge / experience Support resources – –

© 2009 Avaya Inc. All rights reserved.12 Introductions This course is intended for engineers who will be installing, configuring and troubleshooting IP Office applications. Please take a moment to introduce yourself: Instructor Participants Any questions before we proceed?

© 2009 Avaya Inc. All rights reserved. 13 Classroom Setup

© 2009 Avaya Inc. All rights reserved.14 Classroom Setup - continued

© 2009 Avaya Inc. All rights reserved.15 Classroom Setup - continued Computers / Equipment to be used for the workshop Computer login information Administrator accounts User accounts Software location (Installation media / license files) IP address schemes Dial Plan information Location specific information