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920-164 - Contact Center Manager RIs6.0 I and M - Dump Information

Vendor : Nortel
Exam Code : 920-164
Exam Name : Contact Center Manager RIs6.0 I and M
Questions and Answers : 57 Q & A
Updated On : April 22, 2019
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920-164 Contact Center Manager RIs6.0 I and M

Study Guide Prepared by Nortel Dumps Experts

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920-164 exam Dumps Source : Contact Center Manager RIs6.0 I and M

Test Code : 920-164
Test Name : Contact Center Manager RIs6.0 I and M
Vendor Name : Nortel
Q&A : 57 Real Questions

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Nortel Contact Center Manager RIs6.0

Avaya lays out Nortel migration highway map | Real Questions and Pass4sure dumps

Avaya day after today will show a highway map that indicates how its consumers – in selected its newly minted Nortel purchasers -- can circulate to unified communications applied sciences with out ripping out existing gear.

Avaya the following day will exhibit a street map that shows how its purchasers – in certain its newly minted Nortel valued clientele -- can flow to unified communications applied sciences devoid of ripping out latest equipment.

the upward push and fall of Nortel

The plan principally addresses how the company will dispose of overlap between its own and Nortel's product lines, on occasion favoring Avaya know-how, from time to time Nortel's, in the areas of unified communications, contact facilities, small and midsize groups in addition to network infrastructure. at the identical time the plan enables can charge discounts via SIP trunking so as to let valued clientele ship voice and data over one pipe in place of dissimilar lines and different decreased prices by centralizing administration of corporate telephone systems, Avaya says.

The web influence, says Alan Baratz, senior vp and president for international communique solutions at Avaya, is improved capabilities, decreased costs and less disruptive trade.

Promising to accomplish a big part of this in the year is an aggressive aim that may additionally provoke Nortel consumers attempting to find a fine looking course to unified communications, says Zeus Kerravala, an analyst with the yank neighborhood.

Chart showing what products will come out of Avaya Nortel

delivering on time is critical because former Nortel customers that wish to aggressively pursue UC might not want to wait and wait, he says. Avaya CEO Kevin Kennedy's time at Cisco may also support as a result of that rival's adventure in purchasing other corporations and integrating them smoothly, he says.

"every Nortel consumer is going to have a competitive seller making an attempt to create a route to their personal unified communications answer," he says. Fumbling may not be deadly, Kerravala says, however it might imply a lack of the wonderful 25% marketshare he says Avaya has collected in telephony.

As for the specifics of the street map, adding a vital SIP layer into the communications hierarchy should be accomplished via Avaya air of mystery, the company's SIP-based mostly conversation utility platform that can be sandwiched between communications infrastructure - reminiscent of PBXs - and capabilities - reminiscent of voice, video, messaging, conferencing and mobility.

With aura in area, legacy Avaya and Nortel PBXs will interoperate with SIP-based mostly VoIP apparatus. So Nortel verbal exchange Server a thousand IP PBX with air of secrecy layered on desirable of it could interface with SIP-based telephones plugged into the air of mystery aspect of the network. all of the telephones would have CS a thousand facets and the identical button sequencing with a purpose to navigate those features, Baratz says. additionally, legacy Nortel telephones may well be plugged into the aura side of the community.

This circulation will cut back cost of adopting unified communications because it reduces the want for replacing PBXs and telephones as well because the charge of retraining end users in how new phones work, he says.

The plan requires application integration and it might not happen overnight, Baratz says, but it will be accomplished with the aid of the end of this 12 months, probably in November, Baratz says. Nortel's company Communications equipment manager may be integrated into aura, as will Nortel's Agile Communications atmosphere (ACE), which enables infusing purposes with communications capabilities.

The alterations can be disbursed as utility improvements to latest air of secrecy purchasers.

This strategy is rarely marvelous, Kerravala says, as a result of charisma turned into designed to embrace an SIP-based equipment, no be counted who the dealer. Integration with Nortel equipment should be easier because Avaya owns each units of property so can make their SIP implementations appropriate. requisites-compliant implementations of SIP can differ sufficient that they do not interoperate, he notes.

in the area of contact facilities, Avaya will boost Nortel Contact core application and then combine it into its latest line. Over the next six to 9 months, additional revisions of Nortel's Contact core will put together it to turn into the Avaya offering for midsize corporations instead of Contact middle express.

After that, the contact core software from Nortel should be advanced to comprise architectural aspects from both Nortel and Avaya traces, then further developed to scale to business proportions. These two revisions will take six to 9 months each and every. At that aspect the software will turn into an upgrade to replace Avaya's high-conclusion Contact middle Elite.

Baratz says that even before the acquisition of Nortel, Avaya acknowledged that Nortel's midsize contact core become more advantageous. "It changed into very near the highest quality product we desired," he says.

Avaya plans to slowly reduce the variety of telephony options obtainable for small and midsize corporations. It plans to carry legacy Avaya partner and quintessential 5 key techniques in addition to Nortel Norstar methods beneath the umbrella of its IP workplace equipment.

IP workplace should be developed to guide Norstar methods and Nortel business Communications manager hybrid PBXs, and just a few years down the line will substitute them. however meanwhile, Norstar and BCM will stay available. "Nothing abrupt goes to ensue right here," Baratz says.

Nortel's software Communications equipment SIP appliance will join the portfolio as is. There isn't any analogous Avaya product.

Nortel brought alongside a portfolio of switches, community safety and wireless apparatus for which Avaya has no competing gadget. Avaya plans to sell these items and increase them to interoperate greater closely with its unified communications infrastructure, Baratz says.

as an example, the instant apparatus and switches can be tweaked to give more finished statistics concerning the presence of mobile laborers. at the moment they display whether someone is accessible by the use of voice. With superior integration they might say that the individual is available on a cellular equipment and where it is located, he says.

however Kerravala says that Avaya should develop its gear to be competitive with other infrastructure carriers characteristic for function, not simply to have switches and routers that augment communications. He says Avaya owns 5% of the infrastructure market via virtue of buying Nortel and should let it operate as a separate division without delay taking up Cisco, HP and others. "it be a huge put in base," he says.

This story, "Avaya lays out Nortel migration road map," become at first published at follow the latest traits in unified communications at community World.

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Avaya declares server to unify communications via SIP

Avaya closes Nortel deal

Nortel's chapter: A yr of major alternate

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Contact core trade Veteran bill Devlin Joins ZOOM international to lead Product administration | Real Questions and Pass4sure dumps

FRANKLIN, Tennessee, Aug. 9, 2017 /PRNewswire/ -- ZOOM international, a pacesetter in team of workers optimization and contact core application, today announced the appointment of bill Devlin to vice chairman of international product management. he will lead product innovation and development for ZOOM and align the enterprise's imaginative and prescient and strategic initiatives—eventually assisting ZOOM retain its second-to-none internet Promoter score™ and starting to be its management position in the WFO business.

"invoice has a confirmed music record of success in building cloud-native products that have delivered tremendous cost in the unified communications and phone middle industries, such that his product teams have long gone from zero dollars in earnings to tens of thousands and thousands yearly," said Brian Shore, chief executive officer of ZOOM overseas. "His management will aid ZOOM radically change precise contact center company challenges into advantageous options, assisting our consumers achieve excellent business effects. in addition, he shares the government group's unwavering dedication to consumer and companion delight."

Devlin brings unique abilities of the UCaaS, CCaaS, and CPaaS sectors to the product management division. in the past, he became principle product manager at Genesys/Interactive Intelligence, where he led the development of PureCloud items from inception. earlier than that, Devlin became director of technical practicing and income engineer at AudioCodes and a software and methods engineer at Nortel. Over his career, he has designed complete contact center options, including up to date and open APIs, telephony, omnichannel interactions, voice of the customer, analytics, nice administration, body of workers management and continual contact center improvement.

answerable for setting up ultimate-in-classification client intimacy, Devlin might be tasked with constructing a group of all-stars and offering on an innovative product roadmap. moreover, he may be a riding force behind ZOOM's enterprise and cloud method, go-to-market efforts and know-how structures.

"ZOOM represents a major opportunity to observe the core product philosophies I've constructed over the years," pointed out Devlin. "both the client-centric subculture and management group at ZOOM are a very good healthy for product management to excel and construct items americans love. I accept as true with that ZOOM can revolutionize how manufacturers carry on consumer journey and optimize the contact core throughout americans, technique and know-how. i'm very excited to assist ZOOM grow at this stage in its lifecycle."

About ZOOM foreign

ZOOM foreign is a global group of workers optimization (WFO) provider serving greater than 1,600 shoppers and 350 partners in over ninety international locations worldwide. The business facts calls and omnichannel communications while helping contact facilities enrich the customer and agent journey by shooting, analyzing, and improving the quality of all interactions, whereas addressing again workplace compliance and chance. ZOOM is the industry chief in client satisfaction, incomes a web Promoter ranking (NPS) of 82+ for the past 18 months. valued clientele range from sub–one hundred agent contact facilities to a couple the world's greatest companies, similar to Finansbank, Cigna, Rostelecom, IBM, LEGO, and Saudi Aramco. extra guidance can be found at or on Twitter @zoomint.

source ZOOM international

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Nortel Networks: historical Dog, New hints | Real Questions and Pass4sure dumps

Nortel, stung via the dramatic drop-off in telecom spending, has been gradual off the web Protocol (IP) telephony blocks. In October 2003, for instance, the enterprise at last released normal utility for its IP-most effective Succession and legacy Meridian cellphone methods, giving consumers a means to migrate from the older expertise to full-featured IP-based mostly programs.

however the enterprise has secured a foothold in IP telephony generally as a result of—like Avaya—it be neatly entrenched within the circuit-switched voice area. An estimated 50 million commercial enterprise cellphone traces are related to Nortel gadget nowadays.

The Klein impartial college District (ISD) in Texas selected Nortel cellphone techniques in 2000 after evaluating offerings from Cisco and others. "We felt Nortel had an incredible position in the voice-communications marketplace," says Donald Chiu, the district's associate director of information technologies. nonetheless, he notes, Nortel is a pricey alternative: Klein ISD spent about $three million to deploy 2,500 wireless, IP-based telephones to lecturers and personnel. "For a college district, Nortel's pricing appears like a luxury. but I believe voice communications is a required utility," Chiu says.

Some Nortel customers realized IP telephony saved money only after they all started the use of it. In 2001, the house of Blues concerts Canada all started experimenting with voice-over-IP to join its Nortel gadget in Toronto with its Vancouver office. The enterprise discovered it cut lengthy-distance expenses by using up to 80%, saving around $900 ($1,200 Canadian) monthly, as most calls were between the two areas. "We shop just mind-blowing amounts of dough," says Howie Gold, manager of assistance know-how.

For John Wegener, chief tips officer at St. Michael's sanatorium in Toronto, IP-enabling an latest Nortel private branch exchange (PBX) changed into the greatest potential of adopting the brand new know-how. "We had no rationale to trade from Nortel," he says. In mid-2002, St. Michael's deployed a hundred and forty IP-based mostly telephones, which has eradicated the fees associated with moving them amongst offices. The IP fashions effectively plug into Ethernet- network jacks and are up and operating; relocating a traditional cellphone requires a technician to reprogram the PBX and might take up to two hours.

but in any other case, the IP-primarily based phones give the exact same services as the historic ones, so Wegener hasn't felt compelled to roll out new gadgets for the rest of his approximately 6,000 employees. "more urgent initiatives are taking priority," he says.

Nortel Networks8200 Dixie highway,Brampton, Ontario L6T 5P6, Canada(905)

Ticker: NT (NYSE)employees: 36,960

Alex PiersonVP/popular supervisor, business business NetworksOversees voice cellphone programs for company, including these in response to web Protocol (IP). Joined Nortel in 1980 after graduating from college with a company diploma.

Mark BissellDir., Product management, commercial enterprise enterprise NetworksIn cost of building and strategy for the Succession line of IP voice programs.


Succession 3.0 is IP name-server utility that runs on dedicated servers in addition to Meridian 1 cell methods designed for circuit-switched networks. The enterprise Communications manager (BCM) telephony and data networking gadget is geared toward small and midsize groups and department places of work.

Reference checks

Klein unbiased college DistrictDonald ChiuAssociate Dir., I.T.(832) 249-4440Project: Texas school district linked the Nortel device at one vicinity to its main workplace over a fiber-optic hyperlink, saving about $forty five,000 monthly on regional mobile prices.

St. Michael's HospitalJohn WegenerVP, CIO(416) 864-5766Project: Toronto health facility introduced IP capability to its Meridian voice equipment for a hundred and forty phones.

Oregon Dept. of TransportationVance L. SnookTelecommunications Coordinatorvance.l.snook@odot.state.or.usProject: company connects a Nortel cellphone equipment at its main Salem facility over IP to a Portland field workplace and to a Wilsonville penal complex that operates a forty-inmate name center.

Southwest TelecommuniCations CooperativeRod WregeDirectorrodwrege@mntm.orgProject: Minnesota educational-service agency uses Nortel BCM to hyperlink voice calls amongst 5 college districts over IP.

Buca Inc.John MotschenbacherSenior VP, I.T. and buying(612) 288-2382Project: Italian restaurant chain uses Nortel's BCM to route phone calls placed to 104 eateries to a critical reservations call core over IP connections.

condo of Blues concert events CanadaHowie GoldManager of I.T.(416) 260-5700Project: live performance promoter sends calls between its Vancouver and Toronto workplaces with Nortel's BCM, chopping lengthy- distance prices.

Executives listed listed below are all users of Nortel Networks' products/capabilities. Their willingness to talk has been demonstrated with the aid of Baseline.

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Contact Center Manager RIs6.0 I and M

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Securing your app and driving down call center fraud | real questions and Pass4sure dumps

In this Help Net Security podcast, Angie White, Product Marketing Manager at iovation, talks about how optimizing the customer journey through your mobile app can help you optimize your call center.

driving down call center fraud

Here’s a transcript of the podcast for your convenience.

Hi, this is Angie White, Product Marketing Manager for Iovation, a TransUnion company. In this Help Net Security podcast, I’m going to discuss how optimizing the customer journey through your mobile app can help you optimize your call center.

There are a lot of activities that don’t add value to the customer experience that wind up in the call center, things such as credential resets, customer complaints, transaction disputes. These are all things that you can help automate through your application, ultimately driving down the volume, average call times, and cost in your call center.

Specifically, I’m going to dive into two categories of use cases. The first being functions that you can automate through your app to completely avoid the call center. The second being functions that you can streamline to reduce call times.

First, I’d like to take a look at why apps are taken on an increased importance in managing the customer life cycle. It really quite simply is that mobile phones are now the predominant way that consumers are accessing the web and interacting with businesses. BrightEdge found in 2017 that 57% of all US traffic now comes from smartphones and tablets.

This made me curious so I went and look at our own data and for the past 12 months, mustered up to see how we compared for mobile versus desktop. For the sake of scope, I’ll let you know that we processed over 9 billion transactions in that 12-month period. That was across all industries: financial, insurance, gaming, travel and leisure, and on a global scale.

Looking at all 9 billion transactions across all industries, we saw that 56% of those came from mobile versus 44% from desktop. A very close match with BrightEdge who put the rest at 57%. I then looked at data to see by industry if there were any differences. For ecommerce, we saw that 65% of transactions came through mobile and 35% from desktop. When we looked at financial services, we saw that mobile transactions stepped to 52% for mobile and 48% from desktop.

What is all this have to do with securing your app and driving down call center fraud? Firstly, businesses really need to go where their customers are, on their mobile device. This really provides a powerful opportunity to streamline customer interactions by using those mobile channels. Secondly, I think there’s a real opportunity for businesses to expand that mobile footprint by building bidirectional trust. And what do I mean by bidirectional trust? This is really about assurance.

Building assurance for your business, that you’re not doing business with fraudsters, that you can trust that the transactions coming through are good transactions from a good customer. And then on the customer side, them being able to trust that their data will be protected and that they can securely do business with you.

How do we get to this point of bidirectional trust? Obviously, I’m a little biased, but I think one of the ways that you can really do this one is through having a robust fraud protection in place, but two, also deploying mobile multi factor authentication.

Mobile multi factor authentication, as the name implies, you can integrate that directly into your own native app. Then it uses two or more factors of knowledge, something you know, such as password of PIN. Possession – this could be the device itself, it could be using Bluetooth proximity for devices such as an Apple Watch or Fitbit. Inherent – something you are, biometrics, fingerprint scan, facial scan. And this provides a lot of convenience for customers. They’re already on their mobile devices so much and now they can use the mobile device to authenticate directly within your app. It can also be used to authenticate through other channels both offline and online. You could use that to authenticate with your call center. It provides this optimized customer experience that customers like.

Back to call center avoidance. How does this help you overall with your, one, building bidirectional trust and two, optimizing your call center? There’s a number of functions that you can automate to avoid the call center altogether. One good example is moving from alerts to authorizations. I’ll give you the example of a credit card company. You might have received a notification in the past when there was a suspicious transaction, maybe it was a transaction that was coming from a foreign country. But a lot of times those alerts come through email or maybe a text message, but the onus is put on the customer to then either reach out to the call center or to take some action on their own to fix the problem.

driving down call center fraud

With automated authorizations build right in with mobile MFA, you could instead push out an authorization request, allowing the consumer to say “yes, this was me trying to make this transaction in Kazakhstan, please let it go through” or “no, that was not me making that transaction in Kazakhstan, please stop it”. You’re avoiding that interaction altogether of the consumer then having to take an action and reach out to the call center to get an issue resolved.

Couple of benefits to that: one, you completely avoid them having to go through the call center, and two, you’re building that bidirectional trust we talked about earlier, where consumers now see that you’re monitoring their account, you’re proactively protecting their account.

Another place where we see this is an area where you can automate an avoid the call center completely is with password resets. Now with traditional authentication systems, consumers have to remember really complicated passwords, 8 to 10 characters, a special character, a number, an upper case. Instead of that, you make authentication easier for them by using biometrics or Bluetooth proximity. By using some of those more passive modes of authentication that actually provide a higher level of security, you’re also decreasing customer friction and decreasing overall volume to your call center.

Another common use case is account changes. This is a common threat factor that we see for account takeover. Fraudsters are finding that, with some of the online checks added by businesses, it’s harder to infiltrate accounts, so they go to the call center hoping to bypass your controls. With this you can push out an authentication request directly to the user’s device. They can either quickly authenticate that “yes, this is me” or they could deny the transaction saying, “no, I did not request that my ship to address be changed”.

That also leads me to fraud in general. We’d looked at a recent Pindrop study and they found that one in 937 calls was fraudulent. This was 113% increase over the year before, where they were seeing 1 in 2000 calls. That really matches up with what we’ve been hearing from our customers, that they’re seeing the shift in fraud from online to the call center. Fraudsters are really looking for that weak link in the chain and trying to exploit it. With mobile multi-factor authentication, you can avoid that altogether. You simply send an authentication request directly to the user’s device. Once they authenticate, you can proceed with the call.

One of the other use cases that I wanted to talk through real quick was multiparty authorization. This is something that’s very useful for commercial accounts. We’ve actually heard from some of our customers that they see that fraudsters will call in to the call center or try to go online, and they’ll take over a commercial account because they can do more damage there. Say if you have a telecom provider they could go on for, add a commercial account and then order 100 new phones at once, or with an ecommerce site, they could do something similar where they takeover a commercial account, add a ship to address and order 100 laptops at one time.

It’s really important to be able to shut down those types of fraud because it can do a lot of damage quickly. With commercial accounts there’s an option for multi-party authorization. This sends an automated authorization request to two of three of approvers. You could send that out to all three. Once you get two authorizations, you could proceed with the transaction. You could set that up for whatever threshold you want: for adding a ship to address, to authorize transactions over $1,000.

We feel like we fill a really great solution here and think it could be really beneficial to a number of businesses, especially in increasing assurance within your mobile application, driving down fraud, and building that bidirectional trust that we talked about. If you’d like to learn more about our solutions, you can visit our website at Thank you for your time.

Lone surviving warehouse manager thanks dispatcher who took his call amid Aurora mass shooting: 'You were like my North Star' | real questions and Pass4sure dumps

Since Feb. 15, Pedro Mora has been seeking counseling and other avenues of closure to help him cope in the aftermath of the mass shooting that took place at Henry Pratt Co. in Aurora, where only two months earlier he’d joined the company as warehouse supervisor.

Mora survived the gun violence that left five co-workers dead and injured six police officers. But fate played a heavy hand in that outcome.

As shooter Gary Martin’s immediate supervisor, Mora was scheduled to be included in that fatal termination meeting for the employee he described as “very troubled,” yet also the “hardest worker” in the warehouse.

Fortunately, at the last minute, Mora had to attend to an injured employee … which likely saved his life, as four Pratt managers died immediately in that second-floor office where the meeting was held.

But fate did not save the 40-year-old Mora from experiencing the horror of what went down in the hour that followed. Exactly eight weeks later, he still vividly remembers the green laser on the gun as the shooter made his way down the staircase from that meeting room.

He still remembers the contorted angry face of “my most productive employee” and thinking “this was not the Gary I knew…”

He remembers seeing one co-worker being fatally shot and another bleeding and screaming as he warned others of the attack in progress.

“Please God, no,” Mora thought. “This can’t be happening.”

That disbelief, however, was quickly replaced by full-blown terror. As a manager, Mora was convinced one of those bullets echoing so loudly inside the warehouse, especially when the building went silent as employees tried to hide, would be coming straight at him.

READ MORE: Tribune and Beacon-News coverage of the Aurora mass shooting »

Convinced his death was imminent, Mora texted his wife Carolyn with words he realized could be his final goodbye: Honey … there’s an employee killing people here … I’m hiding … do not text me … I love you babe. You have been the best thing that ever happened to me … u and the girls …

Mora, who is the only surviving warehouse manager at Pratt, knows he’s had a lot to deal with in the two months since the shooting, including survivor’s guilt. He’s starting to open up more about his experience, and he’s becoming “more used to” the new normal that now exists within the walls of his company.

But part of his so-called closure, he’s always insisted, was getting the chance to express his gratitude to those responsible for keeping the casualty count on that day from being so much higher. A month ago when Pratt held its company Celebration of Life memorial for those who had died in February, Mora was “honored” to meet — and hug — Marco Gomez, the first police officer wounded during the shoot-out and who he saw being taken from the building after he was injured.

And on Friday morning, Mora finally got to do the same with Melissa Johnson, the dispatcher who was on the phone with him for 45 minutes after he placed that critical call that first gave authorities the name, a detailed description and whereabouts of the shooter.

If you listened to the 911 tape released by police a few weeks after the Pratt event, you heard the compelling but controlled conversation between Johnson and Mora, as she worked to keep him calm while he provided her with important details about the shooter and layout of the building to help officers in their response.

“I just had to tell her in person she saved my life,” Mora said of Johnson, who last week was awarded the 911 Operator of the Year award by the Association of Public Safety Communications Officials International.

After presenting Johnson with a beautiful bouquet of flowers and an enormous box of doughnuts to share with co-workers, Mora — his voice at times cracking with emotion — described what it had been like “to be in this position of helplessness,” where there is “nothing we can do … and people next to you are dying and your whole world is collapsing.”

And yet, in that “moment I spoke to you,” he continued, “you were like my North Star. You let me know I had a chance, that someone from the outside world knows what is happening and is feeling what I am feeling.

“Trust me, you were all amazing,” he said.

Pratt employee meets dispatcher

Denise Crosby/The Beacon-News

Pedro Mora, the only surviving warehouse manager at Henry Pratt Co., chats with 911 dispatcher Melissa Johnson on Friday after the two met for the first time. He credits her with saving his life during the Feb. 15 mass shooting.

Pedro Mora, the only surviving warehouse manager at Henry Pratt Co., chats with 911 dispatcher Melissa Johnson on Friday after the two met for the first time. He credits her with saving his life during the Feb. 15 mass shooting. (Denise Crosby/The Beacon-News)

Mora was also able to meet the rest of the 911 team who had been working that afternoon — Stephanie Shaffer, Kelley Gruca, Adam Afshar and Heather Ramer — who together have a combined 125 years of experience, noted Dan Wennmaker, supervisor of the Aurora Police Department Emergency Communications Center.

“We really did have the A-team working that day and I couldn’t be more proud of the way they performed,” he said. “It was an incredible scene of pros at work, and I will never forget how they reacted.”

As I suspected, Johnson, who will retire next year after 30 years on the job, was uncomfortable with the attention she got on Friday — she did not even want her face shown in photos — and reassured Mora “we were only doing our job” and that it was “a total team effort.”

But she also appreciated the time and thought the Aurora man put into this visit which, as it turns out, is remarkably timely, considering April 14-20 is National Public Telecommunication Week, set aside to honor people like these A-teamers, who showed all of us on Feb 15 how important they are when it comes to the safety of this community.

These dispatchers, Wennmaker noted, too often never get a chance “to see the faces or meet the people” behind those emergency calls. And in a situation as eventful as the Pratt shooting, where Mora was able to “give us some good information,” this face-to-face, he added, was especially significant.

After arriving home around 9:30 p.m. on the day of the shooting, Mora says he smoked “about 10 cigarettes to calm my nerves.” Then, as the adrenaline subsided, a range of emotions rushed over him, and he found himself crying and screaming as he lurched emotionally between fear, sadness and anger.

But the following week Mora was back at the plant, helping anyone from his team of 24 employees who came in for the counseling the company had provided. These days, he tells me, the nightmares have stopped. But all it takes is for “someone to say or do something” and “it triggers” those feelings again.

“I am petrified of the stairs,” admitted Mora. “I still see him coming down those stairs so I try to avoid them. But if I have to go up, I take a deep breath.”

He knows he’s not the only one who feels this way.

“Slowly but surely we are getting used to it,” Mora said of the terror that took place inside those company walls. “But it still echoes.”

Comedian’s take on life and other things to do in Greenwich | real questions and Pass4sure dumps

Published 4:46 pm EDT, Monday, April 15, 2019

  • Comedian Jane Condon will speak before the Greenwich Retired Men’s Association on Wednesday. Social break starts at 10:40 a.m., followed at 11 a.m. by Condon’s talk, on “Life in Greenwich and Beyond.”

    Comedian Jane Condon will speak before the Greenwich Retired Men’s Association on Wednesday. Social break starts at 10:40 a.m., followed at 11 a.m. by Condon’s talk, on “Life in Greenwich and Beyond.”

    Photo: File / Hearst Media Connecticut
  • Photo: File / Hearst Media Connecticut

    Image 1 of 1

    Comedian Jane Condon will speak before the Greenwich Retired Men’s Association on Wednesday. Social break starts at 10:40 a.m., followed at 11 a.m. by Condon’s talk, on “Life in Greenwich and Beyond.”

    Comedian Jane Condon will speak before the Greenwich Retired Men’s Association on Wednesday. Social break starts at 10:40 a.m., followed at 11 a.m. by Condon’s talk, on “Life in Greenwich and Beyond.”

    Photo: File / Hearst Media Connecticut

    Comedian’s take on life and other things to do in Greenwich

    1  /  1

    Back to Gallery

    For the latest events and activities happening in Greenwich, turn to For the record. To have your event included, submit a description, date, time, price and contact information. Photos are welcome. Drop us an email about your latest goings-on at

    Spring break movies

    The Cos Cob Library will present a series of movies this week for the students on spring break from school. The schedule is: “Ralph Breaks the Internet” from 11 a.m. to 12:50 p.m. Tuesday; “The Kid Who Would be King” from 1:30 to 3:30 p.m. Wednesday; and “Mary Poppins Returns” from 2 to 4:10 p.m. Thursday. The Cos Cob Library is located at 5 Sinawoy Road, Cos Cob. For more info, visit

    Hot topics in breast cancer

    The Breast Cancer Alliance and UJA*JCC Greenwich are partnering on a world-class medical symposium on “Hot Topics in Breast Cancer,” which will be held Tuesday at Old Oaks Country Club, 3100 Purchase St., Purchase, N.Y. The panel, consisting of leading experts in the field, will discuss Balancing Traditional and Integrative Medicine for breast cancer. Women can learn how to take action for themselves, their daughters, mothers, sisters and friends. It begins at 9:30 a.m. with breakfast and a panel discussion from 10 to 11:30 a.m. To buy tickets, visit For more info on the BCA, visit For more info on the UJA*JCC Greenwich, visit

    London Philharmonic in concert

    The London Philharmonic Orchestra will be performing at The Palace theater in Stamford on Tuesday. Conducted by Edward Gardner with violin solos by James Ehnes, the local performance will feature Beethoven’s Egmont Overture, Sibelius’ Violin Concerto and Mahler’s Symphony No. 1. Chairman of the London Philharmonic, Victoria Robey, a Greenwich native, has arranged the concert in honor the life of her late father, Lloyd Hull. He was an attorney who was active in the Town of Greenwich for 61 years, having served on the RTM for 40 years in addition to many committees. A portion of the proceeds will go to the Greenwich- based Young Artists Philharmonic. There will be a Gala before the concert and during the intermission with food, drink and merriment. Tickets are available at 203-325-4466 or at

    Bruce Beginnings

    A program for children ages 2.5 to 5 with an adult on Tuesdays at 11 a.m. and 1 p.m. at the Bruce Museum, 1 Museum Drive. Explore the museum collections and exhibitions through picture books and hands-on activities. This program takes place on the museum’s free admission day and space is limited. See the visitor service desk upon arrival to secure a spot. Topics change weekly. Bruce Beginnings will be held on April 16, April 23 and April 30. Visit for more info.

    Early morning bird walks

    Join Ted Gilman for spring bird walks on Wednesdays (through May 12) at Audubon’s Fairchild Wildflower Sanctuary in Greenwich. The sanctuary’s open fields, wetlands, and woodlands provide great habitat for migrating birds such as warblers, vireos, tanagers, thrushes, orioles, and others. Binoculars will be available for those who don’t have them. The walks are free and no RSVP is required. Birders of all ages and levels of experience are welcome. For more information, contact Ted Gilman at or 203-930-1353. For directions to the sanctuary on North Porchuck Road, visit

    A relaxed way to play Bridge

    The Perfectly Polite Bridge Group meets at the Greenwich YMCA on Wednesdays. The group holds two relaxed games: advanced beginners from 9:45 a.m. to noon and learn and play conventions from 12:45 to 2:15 p.m. Call Frank Crocker at 203-524-8032 for information.

    Speakers at Retired Men’s Association

    The Greenwich Retired Men’s Association offers a free program every Wednesday that is open to the public; no reservations are required. Social break starts at 10:40 a.m., followed by speaker at 11 a.m. Held at the First Presbyterian Church, 1 W. Putnam Ave., Greenwich. For info, visit or contact Future speakers include Jane Condon, comedian, on “Jane Condon on Life in Greenwich and Beyond” on April 17.

    Easter centerpieces

    Join the Greenwich Botanical Center for “Easter Centerpiece: Heirloom Apricot Tulips & Pink Hydrangea,” an event set for 10 a.m. April 17 at 130 Bible St., Cos Cob. Make the perfect Easter and springtime centerpiece for dinning, coffee or entry tables that will evoke a sense of elegance inspired by modern tablescape floral styling. Learn tricks and tips that professions use to keep flowers looking fresh and long lasting. To register, call or text Trish at 917-328 4893 or visit The cost for members is $75 for materials and $100 for the class for a total of $175; cost for nonmembers is $195 total. Gallery viewing is $20 for members, $25 for nonmembers; seating is limited.

    Try Tai Chi

    Here’s a chance to enjoy Tai Chi lessons — fun and no pressure. Classes are held at 8 a.m. Wednesdays and at 9 a.m. Thursdays in the auditorium at the First Congregational Church Auditorium on Sound Beach Avenue in Old Greenwich, opposite Binney Park. The cost is $10 per one-hour session. Newcomers welcome. This relaxing exercise can loosen joints, improve balance, and teach graceful movements to music. For info, call Joe at 203-504-4678.

    Authors Live with Caroline Weber

    Caroline Weber, author of “Proust’s Duchess,” will be featured in the AuthorsLive@Byram program from 7 to 8 p.m. April 18 at the Byram Shubert Library in the Community Room. Her book is the first in-depth study of the three women who inspired the character of the Duchesse de Guermantes, the epitome of high-born glamour, in Marcel Proust’s great novel, In Search of Lost Time. This program is in association with Alliance Française, Greenwich. Copies of the book will be available for purchase and signing.

    Presentation on the Han Dynasty

    The Bruce Museum will hold a talk on its current exhibit of the extraordinary collection of Chinese tomb sculpture from the Fred and Jane Brooks Collection. Featuring dozens of rare and delicate terra cotta figurines, painted and glazed ceramics, and other antiquities, “Buried Treasures of the Silk Road” will be on view in the Museum’s Arcade Gallery through June 2. To complement this exhibition, from 6 to 8 p.m. April 18, David Ake Sensabaugh, former curator of Asian Art at the Yale University Art Gallery, will present “Providing for the Afterlife in Han Dynasty China.” He speaks to the ways in which Han Dynasty tomb furnishings reveal beliefs in the afterlife as well as illuminate aspects of daily life. The lecture is free for museum members and students with ID; $15 for nonmembers. Reservations are required at

    Free Friday Films

    The longest-running film series in Greenwich is held on Fridays at 7:30 p.m. at the Greenwich Library, thanks to the Friends of the Greenwich Library. Films are free, and doors to the Cole Auditorium open at 7:10 p.m. There is no film on April 19. The lineup continues with “The Florida Project: on April 26; “Spettacolo” on May 3; “Dunkirk” on May 10; “Tyrus” on May 17; no film on May 24 and May 31; “I, Tonya” on June 7; “Le Bonheur” on June 14; “The Founder” on June 21; and “8 ½” on June 28.

    Masterpieces of Cartoon Art

    The Bruce Museum is exhibiting “Masterpieces from the Museum of Cartoon Art” through April 20. It will showcase more than 100 original works celebrating the history of this unique art form in America. Among the many items on display will be an early editorial cartoon by Thomas Nast, a spectacular Prince Valiant Sunday page by Hal Foster, and a witty New Yorker gag by Peter Arno, as well as classic Peanuts, Doonesbury, and Calvin and Hobbes comic strips. The centerpiece of the exhibition will be a re-creation of the Museum of Cartoon Art’s Hall of Fame, which includes 32 artists. The exhibition will also feature displays documenting the formative years of the Museum of Cartoon Art, the European roots of cartoons and comics, and a video presentation of classic animation. For more info, visit

    Spring bird walks

    Audubon Greenwich will host spring bird walks from 7 to 9 a.m. Saturdays through May 18 at its home at 613 Riversville Road, Greenwich. Join Ted Gilman as he leads the walks through the center’s open fields, apple orchard, wetlands and woodlands, which provide great habitat for migrating birds such as warblers, vireos, tanagers, thrushes, orioles and others. Binoculars will be available for those who don’t have them. Meet in the Audubon Greenwich parking lot. Walks are free and no RSVP is required, all levels of experience welcome. For more information contact Ted Gilman at or 203 930-1353 or visit

    Sharks! science exhibition

    Learn why hammerhead sharks evolved their unique head shapes in the new science exhibition at the Bruce Museum, called “Sharks!” which opens on April 20. Few creatures inspire so much fascination — and fear — as sharks. However, sharks are far from the mindless killing machines they are often portrayed to be. This new exhibition will pose this question: How much of what is commonly “known” about sharks is fact, and how much is fiction? To answer this question, visitors to this interactive science exhibition will get up-close and personal with life-size models of a great white, hammerhead, and some of their living and extinct cousins. They will watch live sharks developing within eggs, and compare and contrast jaws from nearly 20 different species. “Sharks!” will also address environmental change. “Sharks!” will be on view in the Bruce Museum’s Science Gallery through Sept. 1.

    Recognizing loneliness

    Learn from Roni Lang, a clinical social worker from Greenwich Hospital, as she discusses the physical and emotional consequences of becoming isolated in a talk at 4:30 p.m. April 23. Recognize the trap of isolation and consider alternatives to live your best life with fun, fulfilling supports and friendships. A free program offered by At Home in Greenwich Inc. RSVP to Belinda at 203-422-4234. The event will be held at Fletcher Hall in the Second Congregational Church.

    Sole Sisters luncheon

    The Greenwich United Way will welcome activist and designer Lauren Bush Lauren as its keynote speaker at Sole Sisters, its annual fundraising luncheon. Lauren is founder and CEO of FEED Projects, which has provided more than 103 million meals around the world to those in need. She is the granddaughter of former President George H. W. Bush and the wife of David Lauren, son of famed fashion designer Ralph Lauren. Sole Sisters raises funds to support the work of the Greenwich United Way. The luncheon starts at noon April 23 at the Greenwich Country Club. A boutique will be set up starting at 9:30 a.m. as part of the event. For tickets and more information, visit

    Talk on climate change

    The Greenwich Library will hold a special event April 24 on climate change and climate action. The discussion led by Peter B. de Menocal, a professor at Columbia University, is part of a free speakers series sponsored by the League of Women Voters of Greenwich. It will be held from 7 to 8:30 p.m., with the doors of the library’s Cole Auditorium opening at 6:30 p.m. De Menocal will discuss his research into how climate change impacts life in communities, including access to food, water, shelter and energy. He is the founding director of the Center for Climate and Life at Columbia University, which has a team of 120 scientists doing research into climate and life systems. The event is free, but seating is limited. Attendees are asked to email RSVPs to by April 21.

    Chamber hosts Business Showcase

    The Greenwich Chamber of Commerce will holds its annual Business Showcase, a tabletop exhibition, from 5:30 to 8 p.m. April 25 at Eastern Greenwich Civic Center, 90 Harding Road, Old Greenwich. Touted as the biggest networking event of the year, the public is invited to view information from over 70 local businesses. Wine, food, raffles will be available as well as a special membership drive. Free valet parking. Tickets can be purchased at, via email at or by calling 869-3500. Cost is $20 for Chamber members; $30 for non-members.

    Tree party

    The Greenwich Tree Conservancy will celebrate Arbor Day and Greenwich’s Urban Forest with its Annual Tree Party on April 26. The theme of this year’s party is “ Forest Gnomes,” which will celebrate the mythical creatures who are believed to guard our forests but are hidden from sight. Long ago, the gnomes were known to be tree lovers and stewards of the forest. Gnome statues add whimsy and offer a connection to Old World wisdom: that stewardship is necessary to nurture our efforts on behalf of trees. The Tree Conservancy has taken on that role from the Forest Gnomes. Its annual Tree Party fundraiser reflects the need to support this mission. The event will be held from 6:30 to 8:30 p.m. April 26 at McArdles Garden Center. Hors d’oeuvres from Happiness is Catering Company and alcoholic beverages donated by Val’s Liquor Store in Greenwich will be served. Tickets can be purchased at

    Kite-flying festival

    The annual Kite Flying Festival returns to Greenwich Point Park Beach starting at 11:30 a.m. April 27. Participants are encouraged to bring kites of all shapes and sizes, made of plastic, paper or fabric, and may join in a free raffle for gift certificates to Smart Kids Toys. Special award ribbons are given to all high fliers. The festival is sponsored by the Greenwich Arts Council, the Town Department of Parks and Recreation, India Cultural Center of Greenwich and Smart Kids. The rain date is noon April 28. For more info, visit

    Paper-shredding event

    A paper-shredding event will be held from 9:30 a.m. to noon April 27 at the Island Beach parking lot. Residents can shred old financial statements, medical records and documents that contain sensitive and personal information. Papers will be safely recycled. It is organized by volunteers from the Greenwich Recycling Advisory Board and Greenwich Green & Clean and co-sponsored by The First Bank of Greenwich and Santaguida Sanitation. The cost is $2 per box, with a maximum of five boxes. Box size guideline 12 inches by 18 inches by 12 inches. No bags. Do not include file folders, envelopes, magazines, cardboard, newspapers, metal and plastic clips, plastic bindings and covers. (Staples are OK). For information, e-mail or call 203-629-2876.

    Frolic in the Forest with GBC

    The Greenwich Botanical Center will host its second annual spring-themed festival, Frolic in the Forest, from 3 to 5 p.m. April 28 at its center at 130 Bible St. This family event is a fundraiser for youth outreach programs that support horticulture, conservation, and the arts in the area. It will feature a children’s fashion show, children’s entertainment, a silent auction, door prizes, and refreshments. Ticket prices range from $10 to $175. For more information, visit or send an email to

    Family gallery tours

    The Bruce Museum, 1 Museum Drive, host Family Gallery Tours from 11:30 a.m. to 12:15 p.m. on Sundays. The tours are geared for kids ages 6-10. Free with regular admission, and no registration is required. The next tours are scheduled for April 28 and May 5. Visit for more info.

    Art exhibit at the Flinn

    The exhibit “Spaces of Uncertainty,” featuring the works of painter Valeri Larko and photographer Linda Kuehne, will be on display at the Flinn Gallery in the Greenwich Library through April 30. Immersing themselves and the viewer in landscapes of derelict graffiti-covered buildings, shuttered storefronts and desolate terrains, the artists’ images expose the unexpected pathos and poetic beauty of these marginal areas. For more information and hours, visit

    Warning signs of teen opioid abuse

    Gary Mendell, founder, chairman and CEO of Shatterproof, will discuss “How to Recognize the Warning Signs of Teenage Opioid Abuse” from 6 to 7:30 p.m. May 1 in Greenwich Hospital’s Noble Conference Center. The informational program is presented by the ONS Foundation for Clinical Research and Education and Shatterproof, a national organization dedicated to ending the devastation addiction causes families, in partnership with Greenwich Hospital. ONSF has been concentrating its efforts on ways to reduce the need for opiates following surgery. Registration required by April 26; seating is limited. To register, call 888-305-9253 or visit Free.

    Cultural photography exhibit

    The Greenwich Arts Council will display “Picture This: A Decade Behind the Lens with Mike and Sally Harris,” am exhibit of photographs, through May 2. As they travel around the U.S. and abroad, the couple endeavors to illustrate the essence of the people they meet and the places they go. The current exhibition of their cultural photography includes 70 of their favorite images from the last decade. For more information, call 203-661-5586 or visit

    Bruce Beginnings Jr.

    This program at the Bruce Museum provides a welcoming and engaging museum experience for toddlers, ages 10 to 24 months, and their caregivers through hands-on play and exploration. Bruce Beginnings Jr. sessions are inspired by the museum’s collections and exhibits. It is held from 9:45 to 10:45 a.m. on the second Thursday of each month, next time on May 9. This program is free with general admission but space is limited. See the visitor service desk upon arrival to secure a spot.

    Alzheimer’s Association gala

    The Connecticut Chapter of the Alzheimer’s Association will honor NBC’s Natalie Morales at the Celebrating Hope Gala from 6:30 to 11 p.m. May 11 at the Belle Haven Club. The event will be emceed by ESPN’s Sage Steele, and will highlight local leaders who strive to make a difference in the world of dementia. This annual gala will educate and empower those with dementia and their caregivers, while supporting critical research to get closer to a treatment or cure. The evening will include cocktails, dinner, auctions and dancing. For more info, call 860-828.2828 or visit

    Bruce Museum’s ‘Enchanted Garden’ gala

    The Bruce Museum, which is on the verge of a huge expansion project, is also preparing for its 32nd annual fundraising gala, dubbed “An Evening in the Enchanted Garden.” It will be held at 6 p.m. May 11 at the Greenwich Country Club. The gala will honor William and Vicki Fitzgerald, Tanya and Michael Grunberg, Jan Rogers Kniffen, Kathleen Metinko and Barbara Netter for “their commitment, leadership and spirited generosity.” Joe Gambino, vice president and general manager of The Saks Shops of Greenwich, will serve as the honorary chair. Saks is the event’s corporate honoree for its support of the museum. The black-tie event will include cocktails, dinner, and live and silent auctions. There will also be dancing to the music of New York City-based On the Move. For more information on the event and to buy tickets, visit and click on “reservations.”

    Shark talk

    Capt. Jesse Paluch, chief environmental conservation officer with the New York ENCON Police Bureau of Environmental Crimes Investigation, will present “Predator Turned Prey: The Controversial Trade in Sharks and Shark Fin Products.” His talk on May 14 will take us behind the scenes to uncover the hard truths about the worldwide trade in shark products, what effects it is having on species’ populations, and the local and global efforts to restrict the illegal trade. The talk complements the exhibit called “Sharks!” at the Bruce. The museum will open at 6:30 p.m., with light refreshments preceding the lecture, which begins at 7 p.m. Members and students with ID, free; non-members $15. Reservations required at

    Private school fair

    Families can learn more about top-ranked schools as the Greenwich Education Group host sits 10th annual Private Day & Boarding School Fair. Representatives from more than 100 independent day and boarding schools throughout the United States and Canada will be on hand to meet with prospective students and their families. It will be held from 5:30 to 7:30 p.m. Tuesday, May 14, at the Eastern Greenwich Civic Center. The fair is free and open to the public. Attendees are asked to register for the free event at Also, 100 percent of the proceeds will once again benefit the the town of Greenwich Department of Parks and Recreation Scholarship Fund, and Stamford-based REACH Prep. For more info on Greenwich Education Group, visit

    ‘Night Diary’ author

    Veera Hiranandani, author of the 2019 Newbery Honor Award book “The Night Diary (Kokila),” will speak at the Greenwich Library from 1 to 2 p.m. May 18. The book is a poignant and gripping story of a young girl’s search for home, her identify and a hopeful future set in the backdrop of Partition in 1947. The author will read an excerpt from the book and talk about her writing process. She teaches creative writing at Sarah Lawrence College’s Writing Institute and is working on her next novel. “The Night Diary” is recommended for children ages 9 and older and adults. The event is free and open to the public. Register by at

    ‘Your Place Squared’ opens

    A Community Art Project called “Your Place Squared” is on exhibit at the Bruce Museum through June 2. Residents submitted depictions of “your place” for the new community project of small artworks created entirely by the public for the public. Based on the popular 2012 Bruce Museum exhibition of self-portraits, “Your Face Squared,” the Bruce Museum is continuing to ask participants to turn to the landscape for creative inspiration to be added to the show. The subjects of “Your Place Squared” can be a favorite landscape, your home, a room, or any space that you treasure as your own. The artworks can be created in any medium, including writing, drawing, painting, photography and collage. The criteria for display include art that: must be original and anonymous, must be 6 inches by 6 inches in size and no thicker than 3 inches, cannot be toxic or harmful. Fore more info, visit

    Travel the Silk Road

    An exhibition at the Bruce Museum showcases the extraordinary collection of Chinese tomb sculpture from the Fred and Jane Brooks Collection. Featuring dozens of rare and delicate terra cotta figurines, painted and glazed ceramics, and other antiquities, “Buried Treasures of the Silk Road” will be on view in the Museum’s Arcade Gallery through June 2. The exhibit celebrates the artistic achievements of anonymous Chinese artists supported by the riches earned on the Silk Road. It also features art objects from the museum’s permanent collection exchanged on the Silk Road. For more information, call 203-869-0376 or visit

    Parade of Champions

    Greenwich High School will hold a “Parade of Champions” to celebrate the accomplishments of the school’s title-winning sports teams. The parade will step off at 2 p.m. June 9. It will mark the achievements of the Greenwich Cardinals football team, which won the Class LL state championship. The Greenwich High School Girls Swimming and Diving Team will also be honored for winning the FCIAC championship, the Class LL state championship as well as the State Open championship. The parade will muster on Lafayette Place and march south on Greenwich Avenue to the Board of Education headquarters in the Havemeyer Building, 290 Greenwich Ave., for a ceremony to honor all the athletes and their coaches.

    ‘History Is...’ exhibit

    “History Is...” is the name of the inaugural exhibition at the Greenwich Historical Society’s newly reimagined campus. Drawing on objects and images from the Historical Society’s collections, “History Is…” encourages visitors to reflect on the role history plays at different stages in their lives and explores the ways individuals look at, define and interpret history. The exhibit embodies the Historical Society’s mission to strengthen the community’s connection to our past, to each other and to our future. The exhibition will be on display through Sept. 7. Visitors to the museum can also see paintings from the artists of the Cos Cob art colony, a short orientation film, a timeline, and displays of recent acquisitions and seldom-seen objects from the collections of the Greenwich Historical Society.

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