SARAVANAKUMAR R

4+ years of hands-on experience in maintaining and troubleshooting Avaya Communication Manager (7.x), Avaya System Manager, Avaya Session Manager, Avaya SBC (10.x version), and Avaya CMS R19.

• Avaya Communication Manager (7.x & 10.X) Expertise:
  Configured and troubleshot TDM, H.323, and SIP trunking, ensuring seamless call routing and system performance.
  Managed station configurations, including the creation of extensions, authentication codes (authcodes), and tenant partitioning for multi-tenancy setups.
  Configured and maintained route patterns, ARS (Automatic Route Selection), AAR (Automatic Alternate Routing), COR (Class of Restriction), and COS (Class of Service).
  Administered and optimized Network Regions for call quality and inter-location routing.
  Performed system backups and restorations to ensure the reliability of communication services.
• Avaya System Manager (SMGR) Expertise:
  Configured and maintained system-wide policies for communication and call routing within the Avaya ecosystem.
  Administered user and endpoint management, including adding/removing users and assigning devices in Avaya Communication Manager.
  Supported and maintained integrations with other Avaya platforms, ensuring system-wide operational efficiency.
• Avaya Session Manager (SM) Expertise:
  Configured and managed Session Manager for SIP-based call routing and management across multiple sites and locations.
  Integrated Session Manager with Communication Manager to streamline SIP-based communications.
  Managed SIP trunk configurations and handled interoperability between different telephony systems (H.323, SIP).
  Ensured redundancy and failover for Session Manager services to guarantee high availability in the network.
• Avaya Session Border Controller (SBC 10.x) Expertise:
  Configured and maintained Avaya SBC 10.x for secure and reliable voice and video communication over IP networks.
  Managed SBC functionalities like SIP trunking, network security, and call admission control (CAC) to ensure secure connectivity between different networks.
  Configured and troubleshot SBC policies for proper handling of SIP traffic, ensuring secure communications and optimal call quality.
  Supported integration of SBC with Session Manager for enhanced media security and seamless interconnectivity.
• Avaya CMS R19 (Call Management System) Expertise:
  Installed, configured, and supported Avaya CMS R19 for real-time reporting and historical analysis of call center operations.
  Managed the configuration of CMS reporting, including defining custom reports for call center performance analysis, agent activity, and service levels.
  Monitored CMS for system health and performance, ensuring accurate and timely data collection.
  Integrated CMS with other Avaya systems (e.g., Communication Manager, Call Center Elite) for comprehensive performance insights.
  Troubleshot CMS-related issues, including data discrepancies, reporting errors, and system connectivity problems.
• Avaya Aura Call Center Elite Expertise:
  Created and managed complex call flows using VDN (Vector Directory Numbers), Vectors, Hunt Groups, and Agent setups.
  Designed and implemented simple IVR call flow solutions for efficient call routing and customer experience enhancement.
  Configured call center features like agent login/logout, skill groups, and agent preferences.
• Media Gateway (g430, G450 & G650) Configuration & Troubleshooting:
  Configured and troubleshot Media Gateways, including DS1 cards, IPSI cards, Media Processors, and C-LAN cards to ensure smooth system performance.
  Conducted hardware replacement and system failure resolution for critical components.
• IP Phone Configuration & Troubleshooting:
  Installed, configured, and troubleshot Avaya IP phones, ensuring proper setup and user functionality.
  Managed firmware upgrades for IP phones to maintain up-to-date system performance and security.
  Configured and supported IP Soft Phones (One-X Communicator) and IP One-X Agent for remote agents.
• System Maintenance & Support:
  Installed and renewed server certificates to ensure system security and functionality.
  Conducted regular system health checks and failover tests to ensure system reliability and business continuity.
  Administered FTP for uploading and recording announcements via stations for call center services.
• Training & Documentation:
  Developed and maintained configuration documents, troubleshooting guides, and user manuals.
  Trained team members and clients on system setup, call flow design, and troubleshooting.

• Specialist in maintaining and troubleshooting Avaya communication manager (6.x), configurations like TDM, H.323, SIP trunk configurations, stations, authcode, tenant partitioning, route pattern, ARS, AAR, COR,COS, Network region
• Hands on experience in Media gateway (G450,G650) configuration and trouble shooting
• Specialist in Avaya aura call center Elite configuration like call flow creation, VDN, Vector, hunt group, Agent, announcements, Simple IVR call flow
• Configuring Route pattern, Hunt group, Coverage path, VDN and Vectors as per requirements
• Hands on experience in Media gateway (G450,G650) configuration and trouble shooting
• Uploading announcement files through FTP and recording announcement through station
• Installation & Maintenance of AVAYA IP phones
• Configuration and troubleshooting the IP Soft phone and IP one X communicator
• Creations of IP phone Extensions & trouble shooting
• Upgrading of Firmware for IP phones

• Creating and troubleshooting Trunks
• Call forwarding feature configuration
• Hot line configuration
• PM activity of CM
• Avaya IP Phone Firmware upgradation
• Installation and configuration of System Platform and Communication manager in Avaya server (S8300)
• Configure coverage paths
• Configuration of Avaya Gateways (G350, G450, G650)
• Configuration and troubleshooting of Avaya LSP, ESS server
• Configuration of IPSI, MEDPRO, CLAN
• Maintenance and troubleshooting Avaya Communication Manager
• Adding Avaya one-x communication in Communication Manager
• Troubleshooting Avaya attendant console phone