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Velisa Africa is the official Global Knowledge partner in Sub-Saharan Africa. Course details : https://www.globalknowledge.co.uk/courses/avaya/voice/5u00060k.html

Learn about troubleshooting and maintenance for Avaya Aura Communication Manager in this course. You will focus on Communication Manager Release 6.3 and the complementary Avaya Aura products: Communication Manager Messaging, Utility Server, and System Platform.

Topics you will cover include: Maintaining Communication Manager firmware, software, and service packs, Managing the backup and restore function, and Diagnosing and troubleshooting hardware faults, software alarms, and events.

Lab exercises simulate common hardware and software fault conditions providing you an opportunity to troubleshoot those faults as well as common administration problems. Related courseware references and embedded documentation supplement your training.


  • Avaya Media Servers and Gateways Implementation Workshop Labs (ATC00838VEN)*
  • Avaya Aura CM Architecture, Protocols, and Features (ATU01730WEN)*

1. CM Advanced Architecture

  • CM Server and Platforms
  • CM Internal Architecture
  • CM Locations
  • CM IMS Behaviors
  • Call Processing Architecture
  • H.323 and Network Regions
  • Lab Exercise
  • Trunk Architecture

2. CM Support Basics

  • Tech Support Common Practices
  • Common CM Issues and Resolutions

3. CM Inherent Support Tools

  • Alarms and Errors
  • Logs

4. CM External Support Tools

  • Multimedia Networks Troubleshooting
  • Multi-VLAN Environments
  • Packet Analyzer

5. CM Service Continuity

  • Survivable Servers Troubleshooting Techniques
  • Utility Servers and Alternatives
  • CM Server Upgrades and Updates
  • CM Gateways and Module Upgrades
  • IP Phone Upgrades

6. CM Backup and Restore

  • Backup Data Sets
  • Backup Now
  • Restoring Backups
  • Scheduled Backups
  • System Platform Backup and Restore

7. CMM Advanced Architecture

  • CMM Internal Architecture

8. CMM Administration

  • Desktop Messaging
  • CMM Access and Enable
  • Accounts and Privileges
  • Subscribers and Permissions
  • Parameters
  • Auto Attendant
  • Broadcast Messaging
  • ELA
  • Announcements
  • Fax Messaging

9. CMM Service Continuity

  • CMM Reports
  • CMM Security
  • CMM System Backup and Restore
  • CMM Software Updates

10. CMM Support

  • Alarms and Events
  • Voice Equipment Diagnostics
  • Techniques to Resolve Common Messaging Issues


  • Lab 1: Common CM Issues and resolutions
  • Lab 2: Alarms and Errors
  • Lab 3: Survivable Servers Troubleshooting Techniques
  • Lab 4: CM Backup and Restore
  • Lab 5: System Platform Backup and Restore
  • Lab 6: CMM Access and Enable
  • Lab 7: Accounts and Privileges
  • Lab 8: Subscribers and Permissions
  • Lab 9: Parameters
  • Lab 10: Auto Attendant
  • Lab 11: CMM Reports
  • Lab 12: CMM System Backup and Restore
  • Lab 13: CMM Software Updates
  • Lab 14: Alarms and Events
  • Lab 15: Voice Equipment Diagnostics
  • How CM interacts with the two platforms it is available with in version 6.3 FP4
  • Digit treatment, call processing, and call routing of incoming and outgoing calls through CM
  • Analyze the H.323 umbrella applied to CM, codecs, and direct and intervening network regions
  • How CM deals with ISDN T1/E1 trunk interfaces, signaling groups and trunk groups according to standards
  • Collect, manage, and analyze fault data
  • Generate and interpret reports and log files
  • Monitor and interpret status and fault indicators
  • Isolate, troubleshoot, and clear faults/alarms
  • Test and monitor hardware and software connections using application-specific and command line diagnostic tools
  • Backup and restore from Communication Manager and System Platform to all supported media, including troubleshooting failed backups/restores
  • Identify Network Related issues beyond CM control
  • CM Server upgrades and updates across its various offers
  • Data types that are backed up for CM, CMM, and System Platform Access CMM internal architecture and its coexistence with CM in the CM server
  • Access and enable CMM with Desktop Messaging
  • Create a privileged login account and a subscriber mailbox
  • Create an automated attendant
  • Configure Enhanced List Application (ELA)
  • Diagnose voice equipment issues and resolutions
  • Avaya associates
  • Business partners
  • Resellers with Avaya Aura Communication Manager and Communication Manager Messaging support responsibilities

For more information please contact us:

Enquiries in Johannesburg and Cape Town : pauli@velisaafrica.co.za

International Enquiries : hema.chugh@globalknowledge.ae

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