Avaya Aura Communication Manager Administration, Maintenance, and Troubleshooting Fast Track



This course is a fast-paced, extensive combination of the Avaya Aura Communication Manager Administration and the Avaya Aura Communication Manager Maintenance and Troubleshooting courses. It is offered as a condensed, five-day fast track version of those two courses.


This is a skills-based course designed to give you fundamental working knowledge of the Avaya Aura Communication Manager daily administration and maintenance. It may also be helpful to those on the following certification tracks:

  • Avaya Certified Support Specialist (ACSS) - Avaya Aura® Communication Manager and CM Messaging - Embedded
  • Avaya Certified Support Specialist (ACSS) - Avaya Aura® Call Center Elite


  • Avaya employees, partners, and customers responsible for software configuration of Avaya Communication Manager as well as its maintenance and troubleshooting


There are no prerequisites for this course, however novice users may find the following courses helpful:

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

*Available from Avaya University

Learning Objectives

  • Perform Communication Manager (CM) administration tasks
  • Basic features and functions
  • Create a dial plan
  • Set up class of service (COS) and class of restrictions (COR)
  • Administer endpoints
  • Perform system maintenance
  • Generate system reports
  • Troubleshooting and maintenance for Avaya Aura Communication Manager
  • Maintain Communication Manager firmware, software, and service packs
  • Manage the backup and restore functions
  • Diagnose and troubleshoot hardware faults, software alarms, and events

Communication Manager Administration

1. CM System/Servers and Platforms

2. Administration of CM

3. Managing Endpoints

4. Basic Features

5. Enhanced Features

6. Group Features

7. Maintenance and Security

8. Back Up and Restore Data Sets

Communication Manager Maintenance and Troubleshooting

1. CM Internal Architecture

2. CM and CMM Locations

3. CM IMS Behavior

4. Call Processing Architecture

5. H.323 and Network Regions

6. CM Trunk Architecture

7. Best Practices on Tech Support

8. CM Common Issues

9. CM Alarms, Events, and Errors

10. Logs

11. Multimedia Network Troubleshooting

12. MultiVLAN Environments

13. Packet Analyzer

14. Survivability Server Troubleshooting Techniques

15. Utility Services and Alternatives

16. CM Server Upgrades and Updates

17. CM Gateways and Module Upgrades

18. IP Phone Upgrades

19. System Platform Backup/Restore

20. CMM Internal Architecture

21. CMM Desktop Messaging

22. CMM Access and Enable

23. CMM Accounts and Privileges

24. CMM Subscribers and Permissions

25. CMM Parameters

26. CMM Automated Attendant

27. CMM Fax and Messaging

28. CMM Reports and Security

29. CMM Backup and Restores