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132-S-911.3 - Specialist IP Telephony Implement & Support Elective - Dump Information

Vendor : Avaya
Exam Code : 132-S-911.3
Exam Name : Specialist IP Telephony Implement & Support Elective
Questions and Answers : 103 Q & A
Updated On : April 22, 2019
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132-S-911.3 Questions and Answers

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132-S-911.3 Specialist IP Telephony Implement & Support Elective

Study Guide Prepared by Avaya Dumps Experts

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132-S-911.3 exam Dumps Source : Specialist IP Telephony Implement & Support Elective

Test Code : 132-S-911.3
Test Name : Specialist IP Telephony Implement & Support Elective
Vendor Name : Avaya
Q&A : 103 Real Questions

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Avaya Specialist IP Telephony Implement

Avaya Certification ebook: Overview and career Paths | Real Questions and Pass4sure dumps

credit: MajestiX B/Shutterstock

IT experts might also understand Avaya for its networking and unified communications products, however the business is also a big participant in each consumer relationship administration (CRM) integration and team engagement options. With its roots in AT&T and Lucent applied sciences, Avaya has grown into a multi-billion-dollar employer with clients everywhere.

The Avaya skilled Credential program emerged from the want for incredibly a professional and skilled individuals who could promote and design options for shoppers, as well as set up and preserve Avaya products and solutions.

Job alternatives for Avaya Credentialed gurus

a short examine of such conventional job boards as SimplyHired and certainly demonstrate more than 2,000 open positions in search of candidates with Avaya advantage or credentials. These include systems engineer, community engineer, technical manager, infrastructure engineer and telephony specialist, in addition to a number of sale expert and account manager positions.

Avaya expertise additionally demand healthy salaries. for example, Glassdoor reviews a standard annual income of $111,000 for technical staff, the place a technical manager can predict round $125,000. The regular Avaya sales engineer profits is ready $a hundred,200, in a variety from $seventy nine,800 to upward of $132,000.

Avaya expert Credential program Overview

Avaya credentials at the present time are aligned with Avaya engagement solutions. That capacity they're designed for Avaya solutions that support customer and crew engagement, as well as material networking and the cloud. Avaya credentials fall into one in every of two vast categories:

  • sales and Design: This class is for Avaya pals and channel companions who sell or design solutions according to customer needs.
  • functions: This class is open to any one who implements, administers, maintains and troubleshoots Avaya products and options. think of the features credentials as these geared primarily to IT authorities.
  • observe: because income and Design credentials can be found most effective to Avaya company companions and co-workers, we focus on the features credentials within the the rest of this text.

    basically all Avaya credentials are first rate for 2 years. To retain a credential, you need to meet recertification requirements before the credential expires, which usually skill passing the latest online look at various(s) or proctored examination(s).

    Avaya uses both on-line checks and proctored tests. on-line tests are delivered through the Avaya getting to know middle; they're free for sales credentials and cost $ninety USD for capabilities credentials. Proctored tests for capabilities certifications charge $a hundred twenty five USD and are available via Pearson VUE.

    notice: just a heads-up that Avaya uses the term "credential" for certain designations and "certification" for others. The company also uses a number of acronyms that span diverse sets of certifications. We are trying to keep on with Avaya nomenclature as intently as possible, and point out acronym caveats the place warranted.

    Avaya functions Credentials and Certifications

    The services category has skilled professional credentials and authorized expert certifications. In case some thing isn't fairly clear, all requirements and additional details are spelled out within the Avaya functions Credential ebook.

    expert professional Credentials

    Avaya Implementation expert specialist (AIPS) and the Avaya support expert expert (ASPS) candidates may additionally take on-line checks in the course of the Avaya getting to know middle.

    table 1: listing of professional expert Credentials

    Avaya Implementation professional specialist (AIPS) Credentials

    Avaya support skilled specialist (ASPS) Credentials

    Avaya IP office PlatformAvaya Agile communication EnvironmentAvaya application Enablement ServicesAvaya charisma utility Server 5300 R3Avaya air of mystery call middle Elite Multichannel

    Avaya ANAVAvaya Scopia EndpointsAvaya Proactive ContactAvaya one-X Speech

    Avaya IP workplace Deployed as a BranchAvaya Hospitality Messaging Server 400Avaya Modular Messaging for Microsoft ExchangeAvaya UC tender ClientsAvaya air of mystery Presence ServicesAvaya air of mystery Collaboration atmosphere

    Avaya Message NetworkingAvaya name management SystemAvaya control ManagerAvaya personnel ManagementAvaya Contact middle opt for

    The AIPS specialist credentials are considered primary to intermediate and appreciate a person's ability to set up and implement Avaya products. Candidates have to have as a minimum two years of experience, with one year especially enforcing the Avaya product to which a credential pertains.

    The senior-stage ASPS credentials are greater superior and focus on installation, configuration, protection and so on. The event requirement increases to four years, with two years of hands-on adventure with some specific Avaya product.

    licensed expert Certifications

    Avaya certifications consist of the Avaya certified Integration/Implementation expert (ACIS) and the Avaya licensed answer/guide specialist (ACSS) certifications. The "I" in ACIS can stand for "Integration" or "Implementation," each with its own set of certifications. And the "S" in ACSS can stand for "solution" or "support," each with its own set of certifications.

    desk 2: checklist of licensed expert Certifications

    Avaya certified Integration/Implementation expert (ACIS) Certifications

    Avaya licensed answer/support expert (ACSS) Certifications

    Avaya certified Integration specialist (ACIS)

    Avaya certified solution specialist (ACSS)

    Avaya Midmarket team Engagement SolutionsAvaya business team Engagement SolutionsAvaya textile Networking options

    Avaya Midmarket crew Engagement SolutionsAvaya enterprise team Engagement SolutionsAvaya fabric Networking solutions

    Avaya licensed Implementation expert (ACIS)

    Avaya licensed help expert (ACSS)

    Avaya IP workplace PlatformAvaya IP workplace Contact CenterAvaya aura communique manager and CM Messaging - EmbeddedAvaya charisma ConferencingAvaya air of mystery MessagingAvaya charisma Session manager and gadget ManagerAvaya CallPilotAvaya communication Server one thousand for Avaya air of secrecy

    Avaya Modular Messaging with Avaya Message StoreAvaya Scopia SolutionAvaya Session Border Controller EnterpriseAvaya air of mystery name middle EliteAvaya air of mystery Contact CenterAvaya air of secrecy event Portal with Proactive OutreachAvaya Contact Recording and Avaya great MonitoringAvaya interplay center and Operational Analyst


    ACIS certifications are basic to intermediate, requiring at least two years of journey with important applied sciences. a kind of years must involve direct, hands-on work with some specific Avaya product. The ACIS-Integration certs focal point on installing, as well as configuration, configuration validation, bootstrapping and troubleshooting. The ACIS-Implementation certs additionally focus on setting up, however validation, trying out and so on focal point on the setting up itself.

    Senior-degree ACSS certifications require not less than four years' experience, with two years in direct support of some particular Avaya product. These certs also fall into two camps (this time, solution and aid), recognizing gurus who are enormously a professional of Avaya product structure, corresponding to components, aspects and capabilities.

    The ACSS-solution certs get into acceptance testing, call flows, product commissioning and registration, troubleshooting integration between products, and log evaluation. The ACSS-help certs delve into product setting up, testing, validation, administration and troubleshooting, specially of superior configurations.

    Avaya Certification practicing and substances

    however Avaya presents some practising, the company also works with a number of companions to deliver practising for Avaya items and capabilities, and credentials and certifications. (practising is advised, but not required.) The Avaya working towards catalog will also be a bit of unwieldly to navigate, so it might possibly be more straightforward to drill down via a selected credential or certification to locate associated direction titles.

    Candidates who wish to pursue one or more Avaya certifications but lack foundational skills of the expertise upon which Avaya products are developed are encouraged to contact WestNet gaining knowledge of or The SIP faculty. apart from courses, WestNet discovering presents a free Foundational Core skills evaluation tool that candidates can use to investigate their existing competencies and areas by which they deserve to enhance. The SIP school is well established for its Session Initiation Protocol (SIP) and Voice over IP (VoIP) working towards lessons, as well as its personal certification application. both companions offer promotional pricing or coupon codes on working towards for Avaya credential/certification candidates.

    Verint Recording and best Monitoring utility Rated ''Avaya Compliant'' | Real Questions and Pass4sure dumps

    MELVILLE, N.Y.--(business WIRE)--Verint techniques Inc., a number one issuer of analytic utility-primarily based solutions for group of workers-commercial enterprise optimization and protection, today announced that its extremely™ call recording solution is compliant with the newest web protocol (IP) telephony and phone core options from Avaya (NYSE:AV), a number one world provider of company communications functions, systems and functions.

    The offering from Verint’s Witness Actionable solutions company unit has been compliance-validated via Avaya for compatibility with Avaya Communications supervisor four.0 IP telephony and phone core software. ultra permits companies of all sizes to support compliance initiatives and satisfactory advancements via cost-comfortably taking pictures client interactions and extracting actionable intelligence from IP telephony, email, chat or agent assisted co-shopping contacts. due to the fact all customer information is centrally available during the utility’s web-based mostly laptop portal, firms can conveniently search and archive recordings and use what they be trained to optimize their business tactics – thereby helping enhance productiveness, comply with regulatory and chance administration requirements, and increase consumer provider.

    prior to now Verint Witness Actionable solutions done Avaya compliance for a wide array of solutions in its influence 360™ portfolio.

    “We’re happy to lengthen our successful Avaya interoperability checking out to yet one other a part of our platform,” says John Bourne, senior vice chairman, world alliances and channels, Verint Witness Actionable solutions. “For valued clientele, this translates into greater self assurance and value, as well as support of future improvements according to open, necessities-primarily based structures and new technologies which will totally maximize their communications infrastructure.”

    Verint Witness Actionable options is a member of the Avaya DeveloperConnection application – an initiative to improve, market and promote imaginative third-party items that interoperate with Avaya know-how and extend the price of a corporation’s investment in its network. As a Platinum member of the application, Verint Witness Actionable options is eligible to post items for compatibility checking out with the aid of the Avaya solution Interoperability and look at various Lab in Lincroft, N.J. There, a group of Avaya engineers develops a comprehensive examine plan for every application to determine whether it's Avaya compliant. Doing so ensures agencies can confidently add greatest-in-type capabilities to their network with no need to replace their latest infrastructure – rushing deployment of latest functions and cutting back each community complexity and implementation fees.

    moreover, Verint Witness Actionable solutions has an aftermarket relationship with Avaya. Avaya and its authorized Avaya enterprise partners sell, implement and help the business’s full influence 360 product line – together with its team of workers optimization, first-class monitoring, full-time recording and group of workers administration packaged solutions.

    “by providing compliance checking out to the various creative companies like Verint Witness Actionable solutions who're individuals of our DeveloperConnection application, Avaya promotes thoroughly interoperable solutions that support businesses unleash powerful new chances,” adds Eric Rossman, vice chairman, developer family members and technical alliances, Avaya. “they're in a position to use clever communications to join employees and customers to suggestions from wherever they are, over whatever thing gadget they have got available – getting more out of their multi-seller network and offering new value to their bottom line.”

    About Avaya

    Avaya supplies intelligent Communications solutions that help corporations transform their groups to obtain marketplace skills. greater than 1 million corporations international, including greater than ninety p.c of the FORTUNE 500®, use Avaya options for IP Telephony, Unified Communications, Contact centers and Communications-Enabled enterprise procedures. Avaya world services provides complete carrier and aid for companies, small to colossal. For more advice consult with the Avaya net web page: For more counsel on the Avaya DeveloperConnection software, discuss with

    About Verint Witness Actionable solutions

    Verint Witness Actionable solutions became shaped on account of the company’s a success mixture with body of workers optimization provider, Witness techniques. Verint Witness Actionable solutions permits businesses to catch and analyze client interactions, increase team of workers performance and optimize provider procedures in touch center, department and again-workplace operations. With the industry’s broadest portfolio of creative solutions for customer service analytics, workforce optimization, fine monitoring/full-time recording, staff management, eLearning, efficiency management and customer surveys, Witness Actionable solutions helps businesses uncover company developments, discover the root reason for employee and customer conduct, and vigour the correct selections to support make certain carrier excellence and obtain continual performance development across every factor of customer operations.

    About Verint systems Inc.

    Verint techniques Inc. (VRNT.PK), headquartered in Melville, ny, is a number one provider of analytic utility-primarily based options for group of workers-business optimization and protection. Verint software, which is used by using over 5,000 agencies in over one hundred countries international, generates actionable intelligence™ throughout the assortment, retention and evaluation of voice, fax, video, electronic mail, cyber web and facts transmissions from varied communications networks. consult with us at our web page

    Cautionary word involving forward-searching Statements: definite statements and assistance in this release that involve expectations, plans, intentions or thoughts concerning the future are “forward-looking statements” within the which means of the inner most Securities Litigation Reform Act of 1995. They are sometimes recognized via words similar to "will," "anticipates," "expects," "intends," "plans," "believes," "estimates" and identical expressions and statements about existing tendencies and stipulations that may additionally prolong into the longer term. These statements aren't facts and are based upon suggestions attainable to the enterprise as of the date of this unlock. The company assumes no obligation to revise or replace such a ahead-searching observation except as otherwise required with the aid of legislations. forward-looking statements believed true when made may also ultimately show to be flawed. These statements don't seem to be guarantees of future performance and are discipline to dangers, uncertainties and other elements, some of which can be beyond our manage and might trigger exact effects to differ materially from our existing expectations. some of the elements that may cause specific future consequences or conditions to vary materially from current expectations include introducing high-quality items on a well timed basis that satisfy consumer necessities and obtain market acceptance; risk that Verint's fresh merger with Witness methods disrupts present plans and operations and the talents difficulties in employee retention because of the merger; the ability to appreciate the anticipated merits of the merger; the impact of the monstrous indebtedness incurred to finance the consummation of the merger; hazards regarding current and talents future litigation or regulatory inquiries or actions inherited in reference to the merger, together with with respect to Witness choice supplies and alleged patent infringement; risks that Verint’s highbrow property rights may now not be adequate to give protection to its business or that others may additionally declare that Verint or its subsidiaries infringe upon their highbrow property rights; risks associated with Verint’s capability to hold existing personnel and recruit and keep qualified personnel in all geographies during which Verint operates; decline in tips technology spending; changes in the demand for Verint’s items; challenges in increasing gross margins; dangers associated with alterations within the aggressive or regulatory atmosphere during which Verint operates; the affect on Verint’s fiscal consequences of the Comverse special Committee’s review of concerns concerning gives you of Comverse inventory alternatives and other non-options connected accounting concerns; the affect on Verint’s monetary outcomes, if any, coming up from Verint’s inside evaluate of certain accounting matters; the affect of governmental inquiries arising out of or regarding choice can provide and practices and/or different accounting areas below investigation by Comverse and Verint and the risk of regulatory action or inner most litigation concerning the equal; the effect of Verint’s failure to timely file all required studies below the Securities change Act of 1934; Verint’s ability to have its common stock relisted on The NASDAQ global Market; lengthy and variable sales cycles create difficulty in forecasting the timing of revenue; integrating the enterprise and personnel of Verint’s other acquisitions, together with implementation of enough interior controls; dangers associated with colossal overseas operations, including fluctuations in international foreign money change rates; aggressive competition in all of Verint’s markets, which creates pricing force; managing our enlargement within the Asia Pacific vicinity; dependence on executive contracts; expected raise in Verint’s positive tax cost; risk that Verint improperly handles delicate or confidential information or risk of misperception of such mishandling; lack of ability to keep relationships with cost added resellers and methods integrators; problem of enhancing Verint’s infrastructure to help boom; risks associated with Comverse technology, Inc. controlling Verint’s company and affairs; and different dangers described in filings with the Securities and trade commission, together with our present file on kind 8-k filed June 11, 2007. All documents can be found during the SEC’s digital information Gathering evaluation and Retrieval gadget (EDGAR) at or from Verint’s website at

    VERINT, the VERINT brand, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, star-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, extremely, AUDIOLOG, WITNESS, the WITNESS brand, have an effect on 360, the impact 360 emblem, increase every thing, EQUALITY, CONTACTSTORE, EYRETEL, BLUE PUMPKIN application, BLUE PUMPKIN, the BLUE PUMPKIN brand, EXAMETRIC and the EXAMETRIC emblem, CLICK2STAFF, STAFFSMART, AMAE application and the AMAE brand are trademarks and registered trademarks of Verint methods Inc. other emblems mentioned are the property of their respective owners.

    Altura conversation options Achieves Avaya connect Platinum Certification for 2011 | Real Questions and Pass4sure dumps

    FULLERTON, CA--(Marketwire - 12/07/10) - Altura communique solutions, an trade-main solutions and features company of voice communications, information infrastructure, and product solutions, announced these days that it has been licensed on the Platinum level beneath the brand new 2011 Avaya connect Channel accomplice software necessities. This designation implies that Altura is amongst a opt for group of Avaya's U.S.-based mostly channel companions that have finished the optimum stages of coaching certification and revenue attainment required by means of Avaya.The Platinum-degree certification confirms the ability of Altura communication solutions' specialists to design, set up, and retain Avaya business communications systems all the way through North america. Altura communication solutions has correctly completed a rigorous certification manner."we are truly honored to have carried out Platinum fame for the 7th consecutive year below the Avaya connect companion application," pointed out Bob Blazek, president and CEO, Altura communication options. "we've been concentrated on building our Avaya enterprise and investing within the infrastructure and convergence capabilities to be a global-classification answer provider. Platinum certification from Avaya confirms this and offers us a significant knowledge in the market.""Avaya has high expectations for the value that our channel companions will be capable of give to our consumers," spoke of Carol Giles Neslund, vice chairman, US Channels, Avaya. "Our rigorous requirements support be certain customers that licensed partners like Altura communique options are highly professional solution suppliers capable of designing, imposing and retaining imaginative systems for true-time communications and enterprise collaboration."The Platinum-certified status of Altura verbal exchange options recognizes its capabilities in the sale, design, implementation and renovation of Avaya solutions. Avaya is a leading brand of unified communications, IP telephony, contact center techniques, and records products and functions."We remain dedicated to solving business issues for organizations of all sizes. We convey enterprise impact through bettering their business operations with advanced solutions from Avaya and our other main portfolio companions. We offer our clients session and advanced technical knowledge to support be sure our consumers can really get probably the most out of the options that we design, deploy, and maintain," spoke of Blazek.About AlturaAltura conversation options, with offices nationwide, is one among Avaya's largest Platinum authorized business partners and a number one issuer of verbal exchange enabled options and expert capabilities to enterprises. For nearly two a long time, organizations during North the united states have depended on Altura with solving their enterprise issues. Altura's right rated and trade main service, combined with key strategic partnerships throughout a full suite of converged voice and records community solutions, gives the optimum company price to our consumers. Altura has additionally obtained Avaya highest certifications together with SME knowledgeable, and service birth specialist.

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    CCNA Recognised as Best IP Telephony and Unified Communications Specialists 2019 | real questions and Pass4sure dumps

    Media releases are provided as is by companies and have not been edited or checked for accuracy. Any queries should be directed to the company itself.

    Australian network integrator recognised in Enterprise Awards 2019

    Converged Network Communication Applications Pty Ltd (CCNA), an industry-leading network integrator, has been awarded top place in this year’s Australian Enterprise Awards, in the IP Telephony and Unified Communications category.

    CCNA has been building Voice, Video, and Network communication solutions since 2008 for some of Australia’s most prominent enterprise and government organisations. These solutions include building and designing Cloud Contact Centres; conducting SIP Trunking and other Unified Networking projects; building highly converged storage solutions; and de-risking organisations with best of breed network cyber security.

    Under the leadership of Craig Sims and Eoin Coghlan, CCNA is well known and regarded in the Australian market for its creative thinking and innovative solutions. Passion for innovation is a key theme at CCNA when approaching design and implementing quality solutions. CCNA has a robust track record of helping customers leverage technology in new ways, enabling client organisations to achieve more.

    The Australian Enterprise Awards seeks to acknowledge businesses that have played a pivotal role in contributing to the Australian economy. The key reason CCNA stood out for the award is its environmental consciousness and green approach to technology implementations and business in general. The benefits of CCNA projects included amongst other factors; significant cost savings, higher employee engagement as a result of more ergonomic and healthy working environments, reduced power wastage as a result of better architecture and managed technology.

    To find out more about CCNA’s unique approach to finding a solution for your organisation, please contact the CCNA team on, or visit the CCNA website at

    Submit a media release

    Cisco Unveils CCNA Video and Cisco Video Network Specialist Certifications to Validate Video-Voice-over-IP Skills | real questions and Pass4sure dumps

    SAN JOSE, Calif., Jan. 22, 2013 – Highlighting the increasing use of high-quality video traffic over the network, Cisco today announced the release of the Cisco® CCNA® Video and Cisco Video Network Specialist certifications. CCNA Video is designed for video professionals who design, install and support video solutions on Video-Voice-over-IP networks. The new Cisco Video Network Specialist certification enables traditional analog audiovisual (Pro A/V) specialists, as well as other networking professionals, to extend their skills to meet the growing demand for networked video job roles. These programs expand career opportunities for employees of enterprise, government, service provider and reseller partner organizations transitioning from other areas such as routing and switching, voice and unified communications to video networking.

    According to the Cisco Visual Networking Index, Internet video traffic is growing at an unprecedented pace. Globally, Internet video traffic will be 55 percent of all consumer Internet traffic in 2016, up from 51 percent in 2011. The sum of all forms of video (TV, video on demand, Internet and P2P) will be approximately 86 percent of global consumer traffic by 2016.

    CCNA Video

  • A job-role-focused training and certification program, CCNA Video establishes an individual’s ability to deploy video endpoints, set up new users, and operate networked voice and video solutions for job duties that include configuring voice and video single-screen endpoint devices, supporting telephony and video applications, and troubleshooting. The certification also validates a candidate’s knowledge of the architecture, components, functionalities and features of Cisco Unified Communications Manager solutions. 
  • Voice and networking professionals will benefit from this training and certification, which provides an opportunity to extend their skills and careers into video networking.
  • VIVND 200-001 and ICOMM 640-461 exams are requirements for the CCNA Video certification. Recommended training is available from Cisco and authorized Cisco Learning Partners.
  • Cisco Video Network Specialist

  • In order to prepare individuals for career opportunities as video technicians, video administrators or audiovisual installers in IP-networked environments, the Cisco Video Network Specialist certification establishes and enhances key skills including the ability to configure video single-screen endpoints, set up new user accounts, support video applications and troubleshoot networked video solutions.
  • The VIVND 200-001 exam is required for Cisco Video Network Specialist certification.
  • Recommended training is available from Cisco and authorized Cisco Learning Partners.
  • Supporting Quote

  • Jeanne Beliveau-Dunn, vice president and general manager at Learning@Cisco, said: “Cisco’s leading position as a trusted provider of video and collaboration applications across business, government, service provider and consumer segments ideally positions us to provide skills development training for IT professionals in these key technologies. Cisco’s establishment of the medianet concept as a platform for integrating video and other rich-media collaboration technologies represents an opportunity for all Cisco partners and customers to implement networked video solutions to meet escalating rich-media demands and rapidly growing content volume. Individuals that achieve these new certifications and utilize the related training will be optimally positioned to support increasingly sophisticated video needs and offer added value to their employers.”
  • Supporting Resources

    Technorati Tags: Talent Development, Cisco Certified, Network, Certifications, IT Certifications, Cisco, Cisco Learning Network, Education, Learning@Cisco, CCNA, Video, Enterprise Video, Video-over-IP, Video-Voice-over-IP, Pro A/V, Audiovisual, video network, networked-video, TelePresence, Video Conferencing, Mobile Video, Video Calls, Collaboration, Unified Communications

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    Cisco (NASDAQ: CSCO) is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected. For ongoing news, please go to

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    Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco’s trademarks can be found at Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.

    Rolling Out an IP Telephony System | real questions and Pass4sure dumps

    If done right, merging voice and data can really benefit your business.

    Opinions expressed by Entrepreneur contributors are their own.

    An IP telephony (IPT) system can provide small businesses with many tangible benefits. One small-business owner I know said staff productivity went up 65 percent after installing an IPT system, because workers weren't wasting time tracking down colleagues or manually transferring calls from one desk to another.

    If you're considering an upgrade to your phone system, read on. I'll be taking a look at which business functions you should consider in an IPT solution and how you can successfully and cost-effectively deploy such a system. For more background on IPT, check out last month's column, " Building a Better Communications System ," which provided an overview of small-business phone systems, including IPT solutions, with an eye toward helping you decide which one is right for your company.

    Determining Your ObjectivesBefore making any changes to your existing phone system, you should answer two key questions:

    1. What are the limitations and "pain points" of your current phone system? How does your existing phone system limit your employees and your business? For instance, are employees spending too much time transferring calls or playing voice-mail tag? Are you losing potential customers because they tire of being on hold?

    2. What are your company's primary business goals, and is your phone system helping you achieve them? Does your phone system help you serve your customers better? Are you getting the best phone service at the lowest cost possible? Will your phone system grow as your business does?

    Knowing the answers to these questions will help you coordinate your needs and goals, both current and future, with your IPT system. You'll know what features and capabilities the phone system needs from the start, and what you'll likely need down the road. The inherent flexibility of an IP network means you can quickly add new functionality as needed. This will help prevent you from deploying more capabilities than you need--or not enough.

    Phasing the RolloutTo ensure a smooth transition to an IPT system, it's best to phase the rollout. Here's the approach I suggest:

    Phase 1: Build the foundation. An IPT system requires a converged IP network at its foundation. On a converged IP network, phone calls travel over the internet as data, just like e-mail, instant messages, video and other traffic. Having one network for multiple purposes simplifies your administrative burden and reduces costs, because you no longer need to maintain multiple networks. You'll also save on telecommunications costs and long-distance charges.

    An IP network connects a variety of equipment (including computers and phones) using intelligent network devices such as routers and switches. Your data network probably is already connected by routers and/or switches. You just have to make sure that your current network can support your new IPT system. Your routers and switches should have built-in security and the ability to support increased traffic and additional functionality as your company grows.

    Your IP network also should have "high availability," meaning there's minimum downtime. Consider adding a second, redundant IPT server to provide continuity should your phone system's primary server go down. Your business goals will help you determine what level of redundancy your system needs.

    Quality of service is important as well. QoS, as it's often called, simply means that voice and video traffic on the IP network are given a higher priority than data. No one cares if an e-mail message arrives a few seconds late. But frequent delays in relaying your voice after you finish speaking would certainly be noticeable. The more advanced routers for small businesses include QoS as a feature that can be turned on when needed. No equipment upgrade is necessary.

    In phase 1, you'll likely have a basic IPT system that provides multiple direct-dial extensions along with voice mail that you can access using a phone, computer or other device. The system also will provide automated messaging and greeting services that perform tasks, such as routing incoming callers to the appropriate extensions.

    To take full advantage of your IPT system, you should have IP phones. They look similar to traditional business phones, with buttons, handset and cradle. But they connect directly to the IP network, have large screens, and put many of an IP communications system's features and functionality at the user's fingertips.

    Phase 2: Add more functionality. Once your basic IPT system is up and running smoothly, it may be time to consider enhancing its functionality with new tools and features. Some possibilities include the following:

  • A virtual private network. VPN connectivity allows employees to connect securely over the internet to your business's IP network from home, a hotel room, a client's office or other location. With a VPN, workers have mobile, highly secure access to your company's network for all communications including data, voice, video and fax.
  • Softphones. A softphone is software that allows you to make and receive voice calls on your computer using a connected headset and microphone. You can use your IPT system for voice on your laptop anywhere you've got a broadband internet connection.
  • Wireless networking and wireless IP phones. Your IPT system could also include wireless access points, which create a wireless network. Together with wireless IP phones, mobile workers have secure anytime, anywhere access to the IPT system. For example, using a wireless IP phone, a store clerk assisting a customer on the floor could quickly access the store's database to see if an item the customer wants is in the stockroom, on order or discontinued.
  • Video. On a converged IP network, it's easier and more affordable than you'd think to add video-enabled applications, because support for video is built into the network. Also, advanced routers for small businesses enable you to add video applications to the network without an expensive equipment upgrade. Even though you may assume you don't need video, you might be surprised how effective it can be at improving operations, sales, customer relations and other areas. With a video conference, for example, you could demonstrate a new product in development to the far-flung members of your remote sales force. Video on your IPT system could also allow you to monitor a remote site, such as a small store, to assess staff performance.
  • Applications that support integrated voice and data. Some applications developed for IPT systems integrate applications, such as instant messaging, calendaring and presence (the ability to see if an individual in your organization is online) with audio or video conferencing. By quickly identifying which members of your team are at their desks through a presence application, you can easily set up ad hoc conference calls with remote staff and exchange information via instant messaging during the conference.
  • Contact centers. An IPT system can provide the foundation for creating a contact center to streamline communications with customers. Contact center technology provides sophisticated call routing and the ability to have online chats with customers and to deliver messages to callers informing them of expected hold time, among other features.
  • Advanced security. In phase 1, your IP network routers provide the security you need. But as you add functionality, you should also add security appliances, such as dedicated firewall devices that provide even more layers of protection.
  • Phase 3: Tie in business applications. In phase 3, you might consider integrating business applications into your IPT system. It's easy and inexpensive to accomplish and can help make your small business look big to outsiders.

    For example, you could tie integrated voice response (IVR) software to your IPT system. IVR technology provides voice prompts to incoming callers. A caller responds to the prompts either by speaking or using the telephone keypad. The responses provide valuable information about the caller's reasons for contacting the company, which is delivered to a contact center operator before he or she even answers the call.

    Many small businesses have connected a customer relationship management (CRM) system to their IPT solution to better understand their customers' habits and needs. CRM software provides a database for capturing and analyzing information about your customers. 

    Linking CRM and IPT can enhance customer satisfaction--and that often leads to increased sales. For instance, when a call comes in, a pop-up window of the customer contact record appears on a contact center representative's IP phone screen, computer display or both. Before the second ring, the representative has access to information about the customer who's calling, such as orders pending and recent returns. Having instant access to an incoming caller's record can lead to faster problem resolution as well as increased sales. For instance, the call center representative may notice the caller hasn't ordered a particular product lately and could provide the caller with a discount on the spot.

    As with phase 2, you should increase security on your network in phase 3--especially if you link a CRM solution to your IPT system. In fact, for some industries, such as health care, retail and financial services, there are strict regulations regarding the security of computerized customer records.

    Managing the IPT SystemIf any of this seems daunting to you, don't worry. A small-business IPT system can provide plug-and-play functionality, which helps reduce setup time and optimize network settings. Look for a system with an intuitive interface that allows for quick configurations of telephony, messaging, switching, wireless LAN, firewall, security services and other elements. Many value-added resellers specializing in IPT systems can help you implement the system that's right for your business.

    Also, keep in mind you don't need to spend thousands upfront or add an IPT specialist to your payroll. A hosted or managed IPT system will provide you with IPT equipment and expertise at affordable monthly rates.

    The bottom line: An IPT system is easier than you might think to acquire, deploy and maintain. And it can go a long way toward making your small business look--and become--big.

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    Avaya 132-S-911.3 Exam (Specialist IP Telephony Implement & Support Elective) Detailed Information


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