Harika - Avaya Aura CM 5.2.1 - Bangalore, KA, India

Lakshmi Harika

Bangalore, KA, India


Avaya Aura CM 5.2.1


configuring H323,SIP,Tie,ISDN,DID trunks,configuring VDN,Hunt groups,inbound/outbound call set up.
maintaining the server,patch up-gradation
Configuring G650,G450 servers
Adding IPSI,Clan,Medpro,call-classifier

Work History

Telecom Engineer

AEGIS Limited

From October 2011

AVAYA PBX: (S8730)
➢ Deliver superior customer service, and act as a single point of contact for customers.
➢ Maintaining and administrating Avaya Communication Manager and Avaya Call Management System.
➢ Performed analysis and troubleshooting for all other PBX functions including management of dial plan, UDP tables, AAR tables, ARS tables, trunk groups, signaling groups, DS1s, COR, COS etc.
➢ Facilitates daily Contact Center voice and call flow configuration requests.
➢ Priority 1-4 Fault Troubleshooting for all Avaya sites
➢ Taking back-up of CMS administrator and maintenance on daily and monthly basis.
➢ Created and administered custom variables to enhance historical reporting capabilities, creating CMS IDs, giving rights on skills, VDN's, trunks and setting SL for call flow in Skills.
➢ Administered connectivity and communications between Avaya IVR to Gateways, Avaya PBX, and Avaya CMS, AES to Communication Manager 5.2.1, connectivity between Session Manager to Communication Manager using SIP trunking.
➢ Created and scheduled daily export of historical data for third party vendor to contact callers for surveys.
➢ Knowledgeable in handling contact center's call-flow from the trunks, thru the VDNs and vectors to the agents' voice terminals
➢ Knowledgeable of agents' skill handling, changing of agents' login-IDs, agents' skill number/level, reason codes and auxiliary codes
➢ Mapping of extensions, Avaya ID's, Hunt groups and VDN in AES for providing monitoring access to 3rd party application Veriant using TSAPI links, ASAI adjunct routing.

➢ Using Solar Winds Orion software to monitor IPSI, CLAN, and MEDPRO of complete AEGIS call centers.
➢ Knowledgeable with MANAGEMNET DESK Ticketing System and Change Request systems.

➢ Provided Call Center Managers/Supervisors with real time/ historical/integrated reports; assisted users with custom reports; maintained dictionary.

NOC Experience(8-Months)
➢ Managing customers' expectation and...


BSNL Telecom Set-up PAN-INDIA

Implementing the BSNL customer support infra in AEGIS LIMITED. IN which complete call flow design for Inbound/out bound quires of customer and agent.
Technology used
Session Manager,system manager
SS7 signalling

Qualifications & Certifications

Sri Chatanya Jr college Hyderabad

Sri Krishnaveni Talent School

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