AppManager 9.1 VoIP Administration
Course 8351

This course will help you understand, deploy, and successfully use AppManager for VoIP. The course addresses the products (AppManager for VoIP Quality, Vivinet Assessor, and Vivinet Diagnostics) for each stage of a VoIP deployment. You will learn how to use Vivinet Assessor for VoIP readiness testing, use AppManager to monitor the performance and availability of VoIP implementations, and use Vivinet Diagnostics to diagnose VoIP problems. This course also discusses Cisco, and Avaya (heritage-Nortel) VoIP Management solutions provided by NetIQ.

Course Information

Delivery Method: Virtual Classroom, Classroom, Self-Study Kit, Ondemand

Course Duration: 4 days

Course Level: Intermediate

Key Objectives

In this course you will learn how to do the following tasks:

  • Learn VoIP Fundamentals
  • Install Vivinet Assessor
  • Assess VoIP readiness with Vivinet Assessor
  • Install Vivinet Diagnostics
  • Diagnose VoIP Issues
  • Learn about Installing and Using AppManager
  • Use AppManager for VoIP Quality to monitor VoIP Devices

Audience Summary

AppManager 9.1 VoIP Administration

System Administrators and IT Consultants

Course Outline

This is a list that lets customers know what high-level tasks they will be able to perform once they leaving the learning experience.  Tasks such as “Understanding GroupWise Architecture” are really not a performance-based, and should be listed as part of the course outline.

SECTION 1 – Introduction to the Class

 SECTION 2 –  VoIP Introduction

Objective 1: Identify and Discuss VoIP Management

Objective 2: Identify and Discuss VoIP Fundamentals

SECTION 3 –  Vivinet Assessor

Objective 1: Describe How to Install a Performance Endpoint and Vivinet Assessor

LAB 3-1: Logging onto the Lab Environment

LAB 3-2: Installing Performance Endpoint and Vivinet Assessor

LAB 3-3: Configuring Vivinet Assessor and Running a Test

SECTION 4 – Vivinet Diagnostics

Objective 1: Describe How to Diagnose a Cisco Environment

Objective 2: Describe How to Diagnose an Avaya  (Heritage-Nortel) Environment

Objective 3: Describe How to Install and Configure Vivinet Diagnostics

LAB 4-1:  Installing Vivinet Diagnostics

Objective 4: Describe How to Manually Diagnose Issues and Examine Results

LAB 4-2: Configuring Vivinet Diagnostics and Running a Manual Test

Objective 5: Describe How to Automate Diagnostics

Objective 6: Identify Setup Options

SECTION 5 –  AppManager Introduction

Objective 1: Identify Products in the AppManager Suite

Objective 2: Identify AppManager Components

Objective 3: Identify and Discuss AppManager for VoIP Architecture

Objective 4: Describe How to Plan the AppManager for VoIP Implementation

Objective 5: Describe How to Deploy Agents

Lab 5-1: Installing Agents and Modules

Lab 5-2: Discovering Endpoints by Proxy

SECTION 6 – Managing Operations with the AppManager

Objective 1: Describe How to Organize Servers

LAB 6-1: Organizing Servers with the Control Center Console

Objective 2: Describe How to Manage Servers with Jobs and Events

LAB 6-2:  Working with Jobs and Events

Objective 3: Describe How to Collect Data and View Collected Data

LAB 6-3: Creating Charts

Objective 4: Identify Common Knowledge Scripts

LAB 6-4: Working with Common Knowledge Scripts

Objective 5: Describe How to Add Actions to Jobs

LAB 6-5: Adding Actions to Jobs

LAB 6-6: Monitoring Policies

SECTION 7 – VoIP Infrastructure Management Solution

Objective 1: Describe How to Monitor the Quality of VoIP

LAB 7-1: Monitoring VoIP Quality

Objective 2: Describe How to Manage Cisco SAA Voice Quality

Objective 3: Describe and Discuss SIP Call Setup

Objective 4: Describe and Discuss H.323 Call Setup

Objective 5: Describe and Discuss Monitoring Network Devices

SECTION 8 – Access Management

Objective 1: Describe How to Save Credentials to Allow Knowledge Scripts to Perform Certain Functions on Agent Computers

Objective 2: Describe How to Limit Access to Features

LAB 8-1: Securing Control Center

SECTION 9 –  Working with AppManager Reporting

Objective 1: Knows How to Install and Discover the Report Agent

Objective 2: Describe How to Run, View, and Customize AppManager Reports

Objective 3: Describe How to Develop a Report Strategy for AppManager Reports

LAB 9-1: Running AppManager Reports

SECTION 10 – Troubleshooting and Maintaining AppManager

Objective 1: Identify AppManager Resources Available to You

Objective 2: Identify Troubleshooting Tools

Objective 4: Discuss How to Troubleshoot Control Center

Objective 5: Discuss How to Troubleshoot Other AppManager Components

Objective 6: Describe and Discuss Troubleshooting VoIP Proxy Agents

Objective 7: Describe How to Perform Routine Maintenance

 SECTION 11 – Cisco VoIP Management Solution

Objective 1: Describe How to Monitor Cisco Unity and Unity Express

Objective 2: Describe How to  Monitor Cisco Intelligent Contact Management

Objective 3: Describe How to Monitor Cisco IP Integrated Contact Distribution

Objective 4: Describe How to Monitor Cisco IP Interactive Voice Response

Objective 5: Describe How to Monitor Cisco IP Telephony

Objective 6: Describe How to Monitor Cisco Unified Communications Manager

Objective 7: Describe How to Monitor Cisco Unified Communications Manager Express

Objective 8: Describe How to Monitor Cisco IP Phone Quality

Objective 9: Describe How to Monitor Call Data Analysis

SECTION 12 – Avaya VoIP Management Solutions

Objective 1: Describe How to Monitor Avaya Communication Manager

Objective 2: Describe Best Practices for Monitoring Avaya Communication Manager

SECTION 13 – Avaya Heritage-Nortel VoIP Management Solutions

Objective 1: Describe How to Monitor Avaya (Heritage-Nortel) Business Communications Manager (BCMx) – Proxy

Objective 2: Describe How to  Monitor Avaya (Heritage-Nortel) Communication Server 1000

Objective 3: Describe How to Monitor Voice Quality

Objective 4: Describe How to Monitor Nortel Communication Server 2000/2100

Objective 5: Describe How to Monitor Avaya (Heritage-Nortel) Contact Center

Course Prerequisites

AppManager 9.1 VoIP Administration

Basic understanding of Microsoft Windows operating systems and working knowledge of VoIP technologies.