Avaya Guaranteed-to-Run

Avaya Aura Contact Center Administration

The Avaya Aura Contact Center Administration course trains contact center administrators and support engineers to configure, manage, and optimize Avaya’s enterprise-grade contact center solutions. It addresses the critical need for professionals who can ensure high availability, real-time reporting, and seamless call routing in modern contact centers, where 73% of enterprises prioritize customer experience platforms. You’ll gain hands-on skills in CCMA, skillsets, threshold classes, and historical reporting—essential for maintaining SLAs.

This course prepares you for the Avaya Certified Support Specialist (ACSS) 3312 exam, featuring official vendor-authorized courseware and 30-day lab access at Koenig. Master administration workflows to unlock roles like Avaya Administrator, with salaries reaching $145,000 annually.

40 Hours (5 Days)
Live Online / Classroom
0+ professionals trained

Training Formats & Pricing

1-on-1 On Request
Dedicated instructor, your schedule Fastest
Public Batch On Request
Group class, fixed schedule Most Popular
Self-Paced On Request
Recorded sessions, learn anytime Best Value

100% Happiness Guarantee · Free Rescheduling · Secure Payment

Course Overview

The Avaya Aura Contact Center Administration course by Avaya is designed for IT professionals responsible for managing and administering Avaya Aura Contact Center environments. This training prepares candidates for the Avaya Certified Support Specialist (ACSS) - Avaya Aura Contact Center Administration (exam 3312), a key certification for roles such as Contact Center Administrator, Unified Communications Engineer, and Avaya Support Specialist. With over 70% of Fortune 500 companies using Avaya contact center solutions, demand for certified administrators remains strong across enterprise customer service operations. The course is ideal for individuals managing day-to-day contact center operations, including agent provisioning, call routing, and system reporting.

Participants gain hands-on experience with core Avaya tools including Contact Center Manager Administration (CCMA), Media Servers, Skillsets, Threshold Classes, Call Presentation Classes, and the Configuration Tool spreadsheets. The lab environment simulates a real-world SIP-based contact center, where students configure agents, supervisors, and route points, bulk-load data via the Configuration Tool, and manage access through partitioning. A key lab project involves building a complete contact center workflow—from setting up activity codes and agent greetings to configuring real-time displays and historical reporting. These practical exercises are conducted using the CCMA web interface, reinforcing skills needed to manage high-volume call environments and optimize agent performance.

This course prepares learners for the ACSS - Avaya Aura Contact Center Administration (3312) certification, recognized globally for validating expertise in Avaya contact center operations. Certified professionals report average salaries between $95,000 and $115,000 annually in the U.S., with senior roles like Avaya Contact Center Engineer commanding even higher compensation. Koenig Solutions enhances learning with Guaranteed-to-Run batches, official Avaya courseware, and 1-on-1 instructor support, ensuring mastery of complex administration tasks. Completing this training positions professionals to advance into senior infrastructure or consulting roles, driving efficiency in modern contact center ecosystems.

What You'll Learn

✓Configure 50 or more Avaya Aura Contact Center Threshold Classes and Skillsets to reduce Average Handle Time by 15 percent.
✓Manage Avaya Aura Contact Center agents and supervisors to ensure 99.9 percent system uptime and rapid issue resolution.
✓Deploy Avaya Aura Call Presentation Classes to increase call routing accuracy by 20 percent.
✓Administer Avaya Aura Access and Partition Management to secure 100 percent of contact center administrative environments.
✓Configure Avaya Aura real-time statistics and displays to monitor agent activity and system health with sub-second latency.
✓Generate and interpret Avaya Aura historical reports to identify operational trends and improve workflow efficiency by 10 percent.

Skills You'll Gain

Avaya Aura Contact Center Contact Center Manager Administration CCMA Access Threshold Classes Call Presentation Classes Skillset Configuration Agent Management Supervisor Configuration Access and Partition Management Bulk Load Configuration Switch Resource Administration Real-Time Reporting Historical Reporting Report Creation Wizard Multimedia Configuration Outbound Campaign Setup Service Creation Environment

Prerequisites

Recommended knowledge before taking this course
  • Students must possess a foundational understanding of Avaya Aura Contact Center Administration system setup and management. Candidates require experience managing ACD and A-C2 features within the platform on Nortel Communication Server 1000. Completion of the Avaya Aura Contact Center Fundamentals course, identified by code NN44400-110, is required to support effective system deployment. Technical knowledge of telephony protocols including SIP, H.323, and ISDN is essential for configuring contact center communications. Learners must demonstrate skills to perform server commissioning and client setup within the environment. Proficiency in using Contact Center Manager Administration is required, including familiarity with Windows Server operating systems and SQL database management for system configuration.
Corporate Training
Get a Corporate Quote

Volume discounts · Dedicated account manager · Custom scheduling

WhatsApp Email us

We'll respond within 1 business day · No spam, ever.

Certification Exam

Everything you need to know about the Avaya Aura Contact Center Administration certification exam

Exam Details
Exam Name
Avaya Aura Contact Center Administration
Format
Multiple choice, labs & case studies
Questions
Duration
Passing Score
Validity
Retake Policy
72-hour wait between attempts; up to 3 attempts within 12 months; 4th attempt requires 12-month wait from first attempt
Let's Talk

Request for more information

Avaya Aura Contact Center Administration

WhatsApp us Email us

We'll respond within 1 business day · No spam, ever.

Course Curriculum

Structured learning with hands-on labs and real-world scenarios

1
Day 1– Avaya Aura Contact Center Administration Access
Access Avaya Aura Contact Center Administration Login to secure CCMA web interface Navigate CCMA Launchpad management components Optimize browser settings for CCMA Securely exit Avaya Aura Contact Center Administration Define CCMA user roles and permissions Access critical system configuration settings Execute essential server commissioning tasks
2
Day 2– Resource and Threshold Configuration Mastery
Administer switch resources in SIP environments Provision and acquire CDNs Route Points Configure advanced system Threshold Classes Generate standardized agent Activity Codes Assign services to Avaya Media Servers Configure Avaya Media Server via CCMA Create and acquire system Phonesets Manage Communication Control Toolkit Server
3
Day 3– Call Routing and Agent Management Efficiency
Configure Call Presentation Classes effectively Deploy Multiplicity Presentation Classes Create Skillsets for optimized agent routing Add and configure Call Center Agents Add and configure Call Center Supervisors Use Copy function for rapid provisioning Define agent to skillset assignments Enable professional Agent Greeting features
4
Day 4– Access Control and Data Management
Configure Access Classes and Partitions Create custom User-Defined Partitions Assign secure Access and Launchpad options Configure supervisor and reporting agent roles Use Configuration Tool for bulk loads Download Configuration Tool data spreadsheets Upload data to Contact Center Manager Manage Access and Partition security protocols
5
Day 5– Reporting and System Monitoring Expertise
Create Real-Time Statistics calculation formulas Build Application and Agent performance formulas Create private and public real-time displays Apply filters for real-time system monitoring Configure comprehensive Historical Statistics Generate standard and ad hoc reports Interpret and schedule historical performance reports Use Report Creation Wizard for analytics

What's Included in Your Training

Every enrollment comes packed with resources to maximise your learning and exam success

Career Outcomes

78%

of Avaya Aura Contact Center Administration certified professionals report career advancement within 6 months

Salary Impact

+24%

Average salary increase reported after obtaining the Avaya Aura Contact Center Administration certification

Typical Salary Range (Global)
Entry$90,000–$115,000
Mid$115,000–$145,000
Senior$145,000–$180,000

*Source: Glassdoor / LinkedIn 2025

Job Roles

6
  • Contact Center Administrator
  • Avaya Systems Administrator
  • Unified Communications Engineer
  • Contact Center Implementation Specialist
  • Voice Engineer
  • Telecommunications Specialist

Companies Hiring

5,000+
Avaya NTT Accenture Deloitte Proximity Banco Galicia Florius Vodafone Hillarys Blinds Plaisio

and 5,000+ organizations worldwide seeking Avaya Aura Contact Center Administration certified professionals

Real Transformations

Course Student Reviews

Real results from IT professionals who trained with Koenig — rated 4.9/5 from 18,400+ verified reviews.

18,400+
Verified Reviews
4.9 / 5
Average Rating
95%
Would Recommend
1M+
Professionals Trained
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified

Frequently Asked Questions

Everything you need to know about the Avaya Aura Contact Center Administration training course

Is the Avaya Aura Contact Center Administration certification exam included in the Koenig training course, and what is the exam fee?
The Avaya Aura Contact Center Administration certification exam is not included in your Koenig training course and requires a separate purchase. The official Avaya proctored exam fee is $125 USD globally, though local pricing varies. Candidates register for the 3312 exam through authorized testing partners like Pearson VUE.
What training formats are available for the Avaya Aura Contact Center Administration course at Koenig Solutions?
Koenig Solutions delivers the Avaya Aura Contact Center Administration course via live online 1-on-1 instructor-led sessions and classroom formats, both Guaranteed-to-Run. Self-paced e-learning is not available. You can schedule sessions based on your availability, ensuring flexible, structured learning with expert instructors to master complex contact center systems.
How long is lab access provided for the Avaya Aura Contact Center Administration course, and what type of lab environment is used?
You receive 90 days of lab access for the Avaya Aura Contact Center Administration course, utilizing a cloud-based sandbox environment. This vendor-aligned setup allows you to practice configuration, administration, and troubleshooting on live Avaya Aura Contact Center platforms. Secure remote access ensures you gain practical, real-world experience throughout your training period.
What is Koenig's rescheduling and cancellation policy for the Avaya Aura Contact Center Administration course?
Koenig offers free rescheduling for the Avaya Aura Contact Center Administration course with at least 7 days' notice. Cancellations within 7 days incur a 15% administrative fee. Full refunds are available for cancellations made more than 7 days in advance, providing you with maximum flexibility and financial security for your professional development.
What is the format, number of questions, passing score, and time limit for the Avaya Aura Contact Center Administration (3312) exam?
The Avaya Aura Contact Center Administration (3312) exam features 60 multiple-choice and drag-and-drop questions with a 90-minute limit. You must achieve a passing score of 700 out of 1000 (70%). Delivered via Pearson VUE, the exam validates your ability to handle real-world administration scenarios within Avaya contact center environments.
How long is the Avaya Aura Contact Center Administration certification valid, and what is the renewal process and cost?
The Avaya Aura Contact Center Administration certification under the ACSS program was valid for two years, requiring retesting. However, as of March 1, 2025, the ACSS program has been retired. It is now replaced by the ASTA credential, which currently has no expiration or renewal requirement, simplifying your long-term certification maintenance.
What post-training support does Koenig provide after completing the Avaya Aura Contact Center Administration course?
After your Avaya Aura Contact Center Administration course, Koenig provides 6 months of mentor support via email and chat. You also receive access to recorded sessions and free course retakes within 6 months. This comprehensive support ensures you are fully prepared for certification and confident in your real-world implementation tasks.
What are the prerequisites or prior experience needed for the Avaya Aura Contact Center Administration course?
You should have experience with SIP-based telephony and foundational contact center knowledge before starting the Avaya Aura Contact Center Administration course. Familiarity with Avaya Aura Communication Manager and basic networking is strongly recommended. This background helps you effectively master the advanced routing, reporting, and administration functionalities taught in this program.
What career benefits and salary impact can one expect after earning the Avaya Aura Contact Center Administration certification?
Earning your Avaya Aura Contact Center Administration certification qualifies you for roles like Contact Center Administrator or UC Engineer. Salaries typically range from $75,000 to $95,000 in North America. This credential significantly boosts your credibility and employability, making you a preferred candidate for enterprise-level organizations and Avaya-partnered firms.
How does instructor-led training at Koenig compare to self-study for the Avaya Aura Contact Center Administration certification?
Instructor-led training at Koenig provides structured guidance, hands-on labs, and real-time doubt resolution, far exceeding the results of self-study. With 90-day lab access and expert mentorship, you gain deeper retention and practical skills. This proven approach ensures you are better prepared for the exam than by using unguided study materials alone.

Still have questions?

Chat with a Training Advisor →

Resources

Learn more about Avaya Aura Contact Center Administration before you enroll

100%

Happiness Guarantee

We are so confident in the quality of our training that we offer a full money-back guarantee. Not satisfied? Contact us within 24 hours of your first session — we'll refund you completely, no questions asked.

Full Refund

Within 24 hours

No Questions

Asked ever

Secure Payment

Encrypted checkout

PCI DSS

Compliant