Implement Certification Program Guide

Updated: 11/11/2004

Table of Contents Avaya Certification Overview ...................................................................................................................... 3

Avaya Certification At-A-Glance .............................................................................................................. 3 Background ............................................................................................................................................. 3 Exam Development Process..................................................................................................................... 4 Certification as Part of Avaya Strategy.................................................................................................... 5

Avaya Professional Certification Program: Implement................................................................................ 5 Program Structure................................................................................................................................... 5 Why earn an ACA – Implement, ACS – Implement, or ACE – Technical?.................................................. 5 Competencies for Target Audience .......................................................................................................... 6 Intended Audiences (Job Roles) for the Credential ................................................................................. 8

Earning ACA, ACS, and ACE Credentials....................................................................................................... 8 Requirements .......................................................................................................................................... 8 Earning an ACA – Implement Credential.................................................................................................. 9 Earning an ACS – Implement Credential (except IP Office)................................................................... 11 Earning an ACS – Implement: IP Office Credential ................................................................................ 13 Earning an ACE – Technical (Design/Implement) Credential................................................................. 13

Avaya Professional Certification Program Policies and Procedures ........................................................... 14 Extending a Credential .......................................................................................................................... 14 Renewing a Credential .......................................................................................................................... 14 E-mail Notifications ............................................................................................................................... 15 Fulfillment (Certification Kits)............................................................................................................... 15 Certification Exams ............................................................................................................................... 16 Avaya Certification Program Agreement................................................................................................ 16 Credentials from Other Organizations ................................................................................................... 17 Avaya Certification Ethics Policy............................................................................................................ 18 Certification Communications Contact Information ............................................................................... 18

Registering and Preparing for Certification Exams.................................................................................... 19 Finding a Pearson VUE™ Testing Center ................................................................................................ 19 Registration for First Time Users........................................................................................................... 19 Registration for Repeat Users................................................................................................................ 20 Exam Fees ............................................................................................................................................. 20 Preparatory Study Guides...................................................................................................................... 20 Exam Day Preparation........................................................................................................................... 20 Exam Results......................................................................................................................................... 21

Updated: 11/11/2004

Implement Certification Program Guide

Avaya Certification Overview Avaya Certification At-A-Glance

Avaya Professional Certification is a progressive program with Associate, Specialist, and Expert level

credentials.

Each level of Avaya Certification requires passing one or more exams or learning activities in the required

areas. Exams cover a range of topics spanning converged technology and Avaya product/solution knowledge.

Exams are translated into multiple languages and are globally available at Pearson VUE™ testing centers

around the world.

Exams are proctored, computer-based, and utilize a multiple-choice format.

In today’s marketplace, customers expect a high degree of technical proficiency for solution providers. More and more multi-vendor/platform solutions require better understanding of complex integration practices. Even basic products are becoming more complex with converged solutions. The Avaya Professional Certification Program was developed to ensure that qualified individuals are supporting Avaya products and solutions in the marketplace. Professional Certification leads to global consistency for customers and allows Avaya and its BusinessPartners to exceed customer expectations with high degrees of technical proficiency. Background In Fiscal Year 2000, Avaya introduced the Avaya Professional Certification Program. As a world-class leader in voice communication, data, contact centers, and messaging, Avaya is uniquely positioned to launch this credential recognizing the integration among multiple solutions supporting powerful business communication solutions. In so doing, Avaya designed a set of credentials that help distinguish an individual’s skills in developing complex, multi-vendor solutions using industry and Avaya product/services knowledge. The Avaya Professional Certification program consists of Design, Implement, Maintain, and Sales exams that cover the Avaya solution portfolio. Associate, Specialist, and Expert level credentials can be earned in either the Design or Implement discipline. The Avaya certification exams are skills and Avaya product/solutions based. They specifically test an individual’s ability to understand and appropriately apply a variety of industry standards, protocols, and technology required to design or implement optimal communication solutions. When Avaya certifications are achieved, it is a demonstration that an individual possesses the broad-based skills and knowledge to understand, design, and implement solutions in a real-world environment. In the Avaya Professional Certification Program, an individual can earn Implement credentials at three (3) levels. At the Associate level, the focus is on a solid communication/networking base complemented with an Avaya course elective. The Specialist level focus may be on one of the Avaya solution areas. These specialties include the Implement function of the following solution areas:

IP Telephony Interaction Center Interactive Response Systems Predictive Dialing Messaging SMBS (IP Office)

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The Avaya Implement Specialist candidate may choose one of the areas in which to focus. Additionally, the ACS program requires that candidates complete a Specialist – Implement Core Exam. This exam contains specialist-level knowledge of Implement principles and non-product specific application of that knowledge in the Implement discipline. Lastly, the ACE credential is awarded when three (3) current ACS credentials are held. As stated above, these credentials are available to Avaya Associates, Avaya BusinessPartners and Customers, with curriculum and documentation to support each level. Exam Development Process Avaya University uses an industry-leading three-step Exam Development process. This process includes: designing the exam, developing the exam and constructing the exam. The AU process is a statistically valid and reliable process that precisely measures the exam candidates’ skills and knowledge. Step 1: Exam Design What does it mean for an exam to be "valid" and "reliable?"

Valid exams successfully test the knowledge or skills they are intended to test. Reliable exams provide a consistent way to measure different candidates with predictable results.

The process of creating credible exams begins with a solid exam design. The process used in designing an exam includes:

Clarifying the exam purposes Defining the exam domain/content Conducting job task analyses to determine which skills, knowledge and abilities should be tested Creating measurable objectives Developing a comprehensive exam blueprint

Step 2: Item Development The second step in the Exam Development Process is to create a solid item bank. This is central to the validity and reliability of the exam. Based on the objectives derived from the exam design phase, a bank of exam items is written by a group of Subject Matter Experts (SMEs). This bank of items may include point-and-click, drag-and-drop, case study scenarios, and/or traditional multiple-choice items. The process is designed to ensure that exam items meet the highest standards of technical accuracy, language quality and validity:

An Avaya University Certification Specialist works with a psychometrician from Thomson Prometric to facilitate and instruct a qualified group of Subject Matter Experts (SMEs). The SMEs are directed through the item writing process using collaborative workshops and coordinated reviews. In the workshop, SMEs are taught the fundamentals of sound item writing, and are supported through the authoring and editing efforts.

When the items are written and edited for technical accuracy, a second review will be conducted to ensure quality and psychometric soundness.

Finally, a language edit is performed to ensure proper structure, grammar and spelling.

This process of developing exam items is highly structured, rigorous and industry-leading. Great care is taken for the coordination and security of the item bank throughout the entire process. Step 3: Exam Construction Exam construction is the third step in the Exam Development Process. This is the technical generation of the computerized exam. This includes:

A Beta exam, administered to a sample audience An analysis of how each item performed in the Beta exam and subsequent refinement of the exam items A final exam administered in a live exam environment in multiple forms to certification candidates

When the exam construction phase is complete, the exam is ready for publication into the Pearson VUE™ exam delivery system.

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Certification as Part of Avaya Strategy The chart below details how the Avaya Professional Certification Program for Implement aligns with several of Avaya’s key focus areas.

Avaya Focus Areas Avaya Implement Certification Pursuing the Global Installed Base

As more Avaya Employees and BusinessPartners earn Certification and take prerequisite product and solution courses and curriculum – the greater skills in the field to implement converged, multi-vendor solutions that create opportunities to enhance existing installed base customers.

Leverage multi-vendor services The Avaya Professional Certification Program promotes and tests the skills and knowledge needed to implement multi-vendor and third-party solutions.

Lead with rich applications offering and established brands

The Avaya Certification Program has components that test the skills and knowledge in IP Telephony Converged solutions, Messaging and CRM solutions. This provides a robust offering of exams that help to promote the design and installation of Avaya’s rich offering of established brands and applications.

Leverage channel and partner relationships Offering specialized Implement Certification to BusinessPartners will attract and retain top performers through increased knowledge and sales opportunities. Regionalized FastTrack programs can be strategically offered to top 10 countries to increase Avaya BusinessPartners and market share.

Source: UBS Global Communications Conference Presentation, Garry K. McGuire, CFO & SVP Corporate Development

Avaya Professional Certification Program: Implement Program Structure

• Current ACA –• Implement or Design• credential• Specialist – Implement• Core Exam• Specialist – Implement• Elective Exam

• Communication• Networking Exam or CTP• Implement Product• Elective Track

• Three current ACS –• Implement and/or • Design credentials

• Current ACA –• Implement or Design• credential• Specialist – Implement• Core Exam• Specialist – Implement• Elective Exam

• Communication• Networking Exam or CTP• Implement Product• Elective Track

• Three current ACS –• Implement and/or • Design credentials

ACA –Implement

ACS –Implement ACE – Technical

(Design/Implement)

ACA –Implement

ACS –Implement ACE – Technical

(Design/Implement)

Why earn an ACA – Implement, ACS – Implement, or ACE – Technical? The Avaya Professional Certification Program for Implement provides the validation of the important knowledge and skills necessary to Implement a multi-vendor converged and/or integrated solution for an enterprise customer. The successful candidate will utilize knowledge and experience involving IP Networks and applications as well as acumen around the various Avaya solution portfolios. For Avaya Associates… Implement Certification will validate critical knowledge and skills and may be part of a career path to progress to the next level. For Avaya BusinessPartners… Implement Certification will validate critical knowledge and skills and will provide greater credibility to clients.

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For Avaya Customers … Implement Certification will validate critical knowledge and skills as a self-maintainer and may be part of a career path. Competencies for Target Audience The Avaya Professional Certification Program for Implement is targeted to all Avaya Implement Associates as well as Avaya BusinessPartners and Customers. The Implement candidate should be able to:

Implement a solution based upon input from Sales and Customer to meet a specific technical or business need

Use programming level tools and toolkits to customize Avaya products/solutions beyond the generic application

Build additional functionality or customized functionality A Competency is as a set of knowledge, skills, capabilities, attitudes, or behaviors that characterize excellent performance within a specific context. A Proficiency is a defined range of capability within a competency. Proficiency levels reflect a layering of increasingly complex skills. Levels of proficiency are defined as follows:

Strong Performer (Simple Network Solutions): basic competency – internal/individual focus High Performer (Medium Network Solutions): higher degree of competency – external focus, influences

team, peers, and others - help team members develop competency proficiency Role Model (Complex Network Solutions): expert application of competency – broad, external focus on

others, cross team influence, leader/mentor for this competency within the organization Performance Behaviors are measurable, observable, results-focused behaviors. The following chart lists the Implement competencies and performance behaviors used in the initial exam development process. This information is a baseline and is tailored for each specific exam. Performance behaviors are representative of a High Performer level of proficiency.

Competency Performance Behaviors Design Analysis & Review • Analyze the effectiveness of the current wiring

• Verify the eBusiness security design • Analyze the ability of the chosen transport to meet the customer’s requirements • Predict any emerging technology, equipment or environment that may affect the design in

the proximate future • Predict what will happen with interoperability with existing equipment • Analyze and identify issues that may affect equipment and software performance • Identify the software required • Select the required personnel and equipment resources necessary to implement design

Implementation Planning • Complete a workstation review • Assess the relationship between component functionality, interoperability, and interaction

in the installed customer system • Analyze the issues of a post-cut over evaluation

Installation & Troubleshooting

• Install and configure physical layer • Install and configure transport technologies • Install and configure protocols • Install and configure LAN • Install and configure applications • Program features • Set up remote management • Test implementation • Solve problems • Test system functionality

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Competency Performance Behaviors Final Design • Define the characteristics and configuration of trunking, such as T1, ISDN-PRI, ISDN-BRI,

DL, IP trunking, etc. • Set up the appropriate transport technologies • Configure the appropriate transport technologies • Explain why a particular trunking would be selected. • Explain different elements that affect capacity planning • Calculate the minimum bandwidth required in various designs • Administer, connect, map, and program using LAN technologies • Distinguish between sub-net mask, broadcast address, and IP address • Explain the purpose of a CSU

Protocols • Explain the use and characteristics of various protocols • Set up the appropriate protocol • Configure the protocol • Select the appropriate protocols for the design • Describe the layers for an OSI reference model • Explain the difference between circuit switched and packet switched • List standards and identify those that are true standards and those that are not • Analyze the design and identify issues regarding the interoperability of vendor products,

standards, and services • Predict what will happen if standards are not followed • Identify the characteristics of different ISPs • Explain the importance of redundant routing

Applications and Products • Select the appropriate applications for the customer design • Describe the features and functionality of products used in design solutions • Set up the appropriate applications & products • Configure the appropriate applications & products • Explain the relationships between the voice and data products needed for a design • Describe the interaction of an application with various components • Identify the appropriate products and their features needed to achieve the desired

functionality for the customer • Implement a simple call management solution

Programming Features • Analyze a situation where configuration and administration of users doesn’t work and identify the most likely cause

• Identify the firewall and analyze the security issues in various scenarios and schematics • Explain the basic features used in administration of this design

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Intended Audiences (Job Roles) for the Credential Note: Job roles/titles vary by organization.

Job Role – Avaya Internal Major Job Responsibilities ACA Level Software Specialist Has specialized technical knowledge and skills needed to support

converged networks. Duties may include troubleshooting, maintaining, analyzing networks and applications software, and administrative configuration of the switch.

Technician/Tier II Can implement and maintain a non-complex LAN and switch installation. Duties may include preventive maintenance and assistance with hardware and software problems.

ACS Level Professional Services System Application Specialist

Can work with clients to create a customized implementation that will match technology to their business objectives. Duties may include design, administration, implementation and maintenance of the solution.

TSO/GSO/Tier III

Sr. System Engineer

Global System Implementer Engineers/Implementers

Can do the following: • Troubleshoot implementations and advise on installation

and performance issues

• Understand technical requirements behind large converged network and application solutions

• Propose strategy to integrate new technologies with customer’s infrastructure, both in an Avaya and a multi-vendor environment

• Assess network and infrastructure compatibility with proposed solutions to maximize system performance and efficiency

ACE Level R & D Professionals/Tier IV

Can do the following: • Develop source codes

• Develop hardware and software

• System verification

Earning ACA, ACS, and ACE Credentials Requirements The requirements for earning an Avaya Professional Certification credential consist of high-stakes Certification exams delivered through Pearson VUE™ testing centers and/or learning activities delivered through Avaya University. The Avaya Professional Certification Program is a progressive program, meaning that an ACS credential cannot be earned without holding a current ACA credential, and an ACE credential may not be earned without earning an ACS credential. All components of a credential must be completed within 2 years of one another for the credential to be awarded. The requirements of the Implement credentials are as follows: ACA – Implement

1. The Communication Networking Exam (132-S-100.3 or 132-S-100.3G) or TIA’s CTP Exam 2. One Implement Product Elective Track

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ACS – Implement* 1. A current ACA – Implement or ACA – Design credential 2. The Specialist – Implement Core Exam (132-S-300.2) 3. One Specialist – Implement Elective Exam

*Note: The ACS – Implement: IP Office credential has several additional requirements to those listed here. Please see the ‘Earning an ACS – Implement: IP Office” section below for details. ACE – Technical

1. Three current ACS – Implement and/or ACS – Design credentials

Additional learning activities and/or third-party study materials listed on a credential’s curriculum map are recommended for preparation and do not need to be completed for certification. Preparatory curriculum maps are located within each credential’s overview page at www.avaya-learning.com Earning an ACA – Implement Credential

ImplementProduct Elective

Track

ImplementProduct Elective

Track

Offered through AU LMS

ImplementProduct Elective

Track

ImplementProduct Elective

Track

Offered through AU LMS

OR

TIA ConvergenceTechnologies Professional

(CTP) Exam

TIA ConvergenceTechnologies Professional

(CTP) Exam

CommunicationNetworking Exam132-S-100.3(G)

CommunicationNetworking Exam132-S-100.3(G)

Credential Description The Implement track will provide certification for individuals who will be designing converged solutions integrating multiple components and solutions. The individuals pursuing this credential will be an incumbent in the communications or IT field, usually with one to three years of real-world experience in voice, data or converged technology or equivalent education. The intended audience includes solutions designers, software specialists, network engineers, support team members. These individuals are able to:

Design with growth and flexibility in mind Design basic, domestic, LAN installations, and voice/date application servers Use design tools proficiently Work with applications or customer solutions that may involve multiple vendors Identify and resolve problems associated with solution designs

The ACA – Implement credential recognizes strong technical competency in designing single-site and simple multi- site integrated voice and data solutions. This credential indicates competency in knowledge of technologies, analysis of user and system requirements and project management. It also acknowledges a high degree of competency in at least one additional Avaya solution area.

An individual pursuing an ACS – Implement will have earned an ACA credential. In addition, they will have knowledge of switching, routing and transport technologies. Available ACA – Implement Credentials

ACA – Implement: IP Telephony ACA – Implement: Messaging ACA – Implement: Interaction Center ACA – Implement: Predictive Dialing ACA – Implement: Interactive Response

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The Communication Networking Exam (132-S-100.3 or 132-S-100.3G) The following objectives serve as an outline of the topics that will be covered on the Communication Networking Exam (132-S-100.3 or 132-S-100.3G). This is to help the student assess his/her knowledge level prior to taking the exam, and determine which areas require further study.

Define trunking as it relates to communication systems Define the connectivity of the communication system Describe the hardware used in the communication system Identify LAN types Identify routing protocols Identify WAN protocols/standards Identify basic telephony features and data networking applications Identify the internet basics List multimedia types and their protocols List various types of adjuncts and auxiliary equipment Describe how to troubleshoot telephone systems and LANs, using test tools and documentation Identify environmental concerns when connecting communications equipment

If a student has successfully passed the TIA Convergence Technologies Professional (CTP) certification exam, that exam may be used in place of the Communication Networking exam. For information on how credit for the CTP exam can be applied toward the Communication Networking exam, please visit the CTP Certified web site at www.ctpcertified.com. Preparing for the Communication Networking Exam WestNet Learning Technologies has developed a highly targeted curriculum for the Communication Networking Exam – providing a technical overview on all of the topics covered on the exam. WestNet coursework is specifically mapped to the Communication Networking exam objectives and questions. To prepare for the exam, a student may select from several online self-study or instructor-led options. Please visit http://avaya.westnetinc.com for more details on WestNet’s preparatory curriculum.

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ACA – Implement Product Electives All current ACA – Design and ACA – Implement credentials will be recognized as valid for individuals who want to earn an ACS – Implement credential. The following table lists the available ACA – Implement Product Elective tracks, and the assessments that complete them:

ACA – Implement Credential

Assessment Title Assessment Code

IP Telephony IP Telephony for Implement Curriculum Assessment

AVA00296AEN

Messaging Avaya Modular Messaging Implementation Overview (Assessment)

AVA00029AEN

Interaction Center Implementing Interaction Center and Operational Analyst 6.1 - Delta Workshop (Assessment) or Avaya IC & OA 6.1 Fast Track (Assessment)

AVA00255AEN or AVA00472AEN

Predictive Dialing Using Avaya PDS 12.0 Delta (Assessment) or Using the Avaya PDS 12.0 (Assessment)

AVA00479AEN or BTC268H2A

Interactive Response Introduction to IVR Designer (Assessment) plus Implementing Avaya™ Interactive Response (Assessment)

AVA00531AEN plus AVA00311AEN

Intuity Audix INTUITY AUDIX LX Installation, Maintenance, and Troubleshooting (Assessment) or INTUITY AUDIX LX Technical Delta Training

BTT183H2A or BTT184W2A

IP Office IP Office Implementation Workshop (Assessment)

AVA00140AEN

Some of the assessments listed above may have additional required pre-requisites. Further information on these ACA – Implement Product Elective tracks may be found in the Certification section of the Avaya Learning Centre web site at www.avaya-learning.com.

Specialist –Implement

Elective Exam

Specialist –Implement

Elective Exam

Taken at VUE Test Center

Specialist –Implement

Elective Exam

Specialist –Implement

Elective Exam

Taken at VUE Test Center

Earning an ACS – Implement Credential (except IP Office) Important Note for Those Pursuing the ACS – Implement: IP Office Credential The requirements for the ACS – Implement: IP Office credential differ from those of the other ACS – Implement credentials described in this section. Please see the “Earning an ACS – Implement: IP Office Credential” section below for details.

Specialist –ImplementCore Exam

(132-S-300.2)

Specialist –ImplementCore Exam

(132-S-300.2)

Taken at VUE Test Center

Specialist –ImplementCore Exam

(132-S-300.2)

Specialist –ImplementCore Exam

(132-S-300.2)

Taken at VUE Test Center

A candidate pursuing an ACS – Implement credential must hold a current ACA – Implement or ACA – Design credential. Available ACS - Implement Credentials

ACS – Implement: IP Telephony ACS – Implement: Messaging ACS – Implement: Interaction Center ACS – Implement: Predictive Dialing ACS – Implement: Interactive Response ACS – Implement: IP Office*

*Please see the “Earning an ACS – Implement: IP Office Credential” section below for details.

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Specialist – Implement Core Exam (132-S-300.2) The Specialist – Implement Core Exam tests strong technical competency in designing single-site and simple multi-site integrated voice and data solutions. The exam assesses knowledge of technologies and ability to define and scope client requirements. A typical candidate possesses three to five years of voice and/or data industry experience and has had exposure to convergence or communication enabling technologies. The following objectives serve as an outline of the topics that will be covered on the Specialist – Implement Core Exam (132-S-300.2). This is to help the student assess his/her knowledge level prior to taking the exam, and determine which areas require further study.

An introductory knowledge of DCS, CMS, Centralized Voice Mail (CVM),QSIG, SS7, VLAN, Wireless Communication, Firewall Design, Complex LAN, FiberEPN, Advanced Call Center Technology, ATM Broadband, WAN, etc.

The roles performed by project managers and planners. The purpose and function of a wide array of converged solutions and solution features, along with a

working knowledge of how they can be integrated. The issues involved in working in multivendor environments. The issues related to carrier (e.g. LEC, IXE, ISP, etc.) network integration. Introductory-level knowledge of industry standards and protocols set by IEEE, ITU, ANSI, ISO, etc. The functionality of convergent components with access technologies. An introductory-level knowledge o traffic theory or network traffic analysis. Understanding the OSI model. Knowing the differences in cabling technologies (e.g., shielded cable versus CAT5). Understanding "switch" technology. Creating designs that integrate multiple components. Identifying requirements for network integration. Analyzing and reviewing simple design documents. Responding to basic customer requirements. Interpreting and verifying design drawings produced by third parties. Analyzing cost, growth and functionality data to make reliable design decisions. Designing basic, domestic, single-site LAN installations and voice/data application servers. How to use design tools proficiently (e.g., VISIO, Microsoft Excel, etc.). Dealing with a single application or customer solution that may involve multiple vendors. Understanding basic call flow scenarios.

Preparing for the Specialist – Implement Core Exam WestNet Learning Technologies has developed a highly targeted curriculum for the Specialist Core Exams—providing a technical overview on all of the topics covered on the exams. WestNet coursework is specifically mapped to Specialist Core Exams objectives and questions. To prepare for the exam, a student may select from several online self-study or instructor-led options. Please visit www.avaya-learning.com for more details on available WestNet preparatory curriculum options. Specialist – Implement Elective Exams The following are the currently available Specialist – Implement Elective Exams:

132-S-703.2 Specialist – Multimedia Contact Centers (Interaction Center) Implement Elective Exam 132-S-705.1 Specialist – Proactive Contact Solutions Implement Elective Exam 132-S-707.2 Specialist – Interactive Voice Response System Implement Elective Exam 132-S-801.1 Specialist – Messaging Implement Elective Exam 132-S-901.1 Specialist – IP Telephony Implement Elective Exam 132-S-906.1 Specialist – IP Office Implement Elective Exam*

*Please see the “Earning an ACS – Implement: IP Office Credential” section below for details. For individual Elective Exam objectives and Study Guides, please visit the Avaya Learning Centre web site at www.avaya-learning.com.

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Earning an ACS – Implement: IP Office Credential

Specialist –ImplementCore Exam

132-S-300.2

Specialist –ImplementCore Exam

132-S-300.2

Specialist –IP Office

ImplementElective Exam132-S-906.1

Specialist –IP Office

ImplementElective Exam132-S-906.1

IP OfficeAdvanced

ApplicationsWorkshop

AVA00484AEN

IP OfficeAdvanced

ApplicationsWorkshop

AVA00484AEN

Specialist –ImplementCore Exam

132-S-300.2

Specialist –ImplementCore Exam

132-S-300.2

Specialist –ImplementCore Exam

132-S-300.2

Specialist –ImplementCore Exam

132-S-300.2

Specialist –IP Office

ImplementElective Exam132-S-906.1

Specialist –IP Office

ImplementElective Exam132-S-906.1

Specialist –IP Office

ImplementElective Exam132-S-906.1

Specialist –IP Office

ImplementElective Exam132-S-906.1

IP OfficeAdvanced

ApplicationsWorkshop

AVA00484AEN

IP OfficeAdvanced

ApplicationsWorkshop

AVA00484AEN

IP OfficeAdvanced

ApplicationsWorkshop

AVA00484AEN

IP OfficeAdvanced

ApplicationsWorkshop

AVA00484AEN

A candidate pursuing an ACS – Implement: IP Office credential must hold a current ACA – Implement: IP Office credential. In Fiscal Year 2004, Avaya’s SMBS product house introduced the ACS – Implement: IP Office Credential. The requirements for this credential differ from those of other ACS – Implement credentials in two important ways:

Prior to earning an ACS – Implement: IP Office credential, a student must hold a current ACA – Implement credential specifically in IP Office. Other ACA – Implement or ACA – Design credentials do not apply.

In addition to the Core and Elective exams, a student must also pass the IP Office Advanced Applications Workshop assessment (AVA00484AEN).

Please keep these requirements in mind when pursuing an ACS – Implement credential in IP Office.

Earning an ACE – Technical (Design/Implement) Credential

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

CurrentACS – Design or

ACS – Implement

Credential Description The ACE is the highest level of achievement for individuals who wish to be recognized for their knowledge and skills across the Avaya portfolio of solutions. The Expert level credential identifies individuals who demonstrate Design and/or Implement competencies related to complex, converged solutions. The Expert credential crosses the Design and Implement disciplines. An Expert may demonstrate comprehensive competencies and skills by accumulating three current ACS credentials. In other words, individuals may demonstrate expertise using a combination of Specialist level credentials in the following ways:

Within the Design job responsibilities across the Specialist Solutions areas Within the Implement job responsibilities across the Specialist Solution areas Across the Design and Implement job responsibilities across the Specialist Solution areas

ACE candidates will have the competencies and skills to solve customers’ business problems with Avaya premier converged solutions in an applications rich environment. The expert’s job responsibilities will include understanding technical requirements behind complex large converged networking solutions. The expert will propose strategies to integrate new technologies with customer’s infrastructure. The expert will design and/or implement solutions that maximize system performance and efficiency.

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Avaya Professional Certification Program Policies and Procedures Extending a Credential Avaya Certification credentials may be extended for a maximum of 12 months, based on completion of the following criteria: An ACA credential may be extended by doing one of the following:

Passing a live exam that applies to a higher level of certification for the same track. For example, if a person holds an ACA – Implement credential, the credential will be extended by passing one of the exams required for an ACS – Implement credential. In this case, the credential would be extended for 12 months past its original expiration date.

Taking a Beta version of an exam that applies to the same ACA credential. In this case, the credential would be extended to a date 12 months from when the Beta exam was first made available.

Taking a Beta version of an exam that applies to a higher-level credential on the same track. For example, an ACA – IP Telephony credential could be extended by taking an exam that applies to the ACS – IP Telephony credential. In this case, the credential would be extended to a date 12 months from when the Beta exam was first made available.

An ACS credential may be extended by doing the following:

Taking a Beta version of an exam that applies to the ACS credential. In this case, the credential would be extended to a date 12 months from when the Beta exam was first made available.

As the ACE – Technical is the highest level of certification, it cannot be extended. To be extended, a credential must not have passed its expiration date. A credential that has passed its expiration date will not be extended, even if the student completes the extension requirements. The expired credential must be re-earned according to the current credential’s components. A credential may be extended only once, and for a maximum of 12 months. After an extension has been applied, the student has until the new expiration date to either advance to the next level of certification in the same track, or re-certify at the current level. Renewing a Credential An Avaya Certification credential will expire 24 months after the credential is earned (extensions of up to one year may be earned based on the criteria explained in the previous section). In order to re-certify, the re-certification requirements for that credential must be completed. ACA – Implement When an ACA – Implement credential reaches its expiration date, it will be automatically renewed if all of its components are still current. If one of the components for a credential has expired, that component must be completed again prior to the credential’s expiration date. ACS – Implement When an ACS – Implement credential reaches its expiration date, it will be automatically renewed if all of its components are still current. If one of the components for a credential has expired, that component must be completed again prior to the credential’s expiration date. Renewing an ACS – Implement credential will also renew any ACA – Implement or ACA – Design credentials the student currently holds. ACE – Technical Once an ACE – Technical credential has been earned, it will be valid for a full two years. However, the ACS credentials used toward the completion of the ACE will still be subject to their individual expiration dates. When the ACE reaches its expiration date, it will automatically be renewed if the student holds three current ACS – Implement and/or ACS – Design credentials at that point. Avaya may amend these policies for future certifications in specific product or solution areas.

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E-mail Notifications To give a student proper notice of credential completions and upcoming expirations, Avaya University will send automated e-mail notifications when certain events occur. The notifications will be sent to the e-mail address specified in the student’s Avaya University profile. A student will receive an automated e-mail when:

A credential is completed A credential has been extended A credential is due to expire in 180 days A credential is due to expire in 90 days A credential is due to expire in 30 days A credential has been renewed A credential has expired

To ensure that all automated e-mails are received appropriately, e-mail address on Avaya University profiles should be kept current. Fulfillment (Certification Kits) In recognition of a student’s achievement, Avaya will send an Avaya Certification kit the first time a credential is earned in a discipline such as Sales, Design, Implement or Maintain. In addition to the official Avaya certificate, the kit will include a congratulatory letter and a special recognition gift. The contents of the kit are determined by the type of credential earned: ACA:

ACA Golf Shirt Folder with congratulatory letter, certificate, and pin

ACS:

ACS Golf Shirt “Avaya Certified” Computer Bag Folder with congratulatory letter, certificate, and pin

ACE:

ACE Golf Shirt Leather Portfolio Folder with congratulatory letter, certificate, and pin

Avaya Certification kits are sent out by Harte-Hanks, a company based in the U.S. Typically, North American students will receive the certification kits within 2-3 weeks after the certifications are reflected on the transcripts. Students located outside North America will receive four to six weeks for international delivery. Only one Certification Kit will be received for each credential level (ACA, ACS, and/or ACE) and discipline (Design, Implement, Maintain, Sales). For example, if an ACA – Design credential is completed and an ACA – Implement credential is completed, one kit for each will be received. However, if two different ACA – Design credentials were completed, only one certification kit will be received. Subsequent credentials earned for the same level and discipline will be acknowledged by an e-mail sent by Avaya University.

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Certification Exams Avaya Certification exams are components of the Avaya Professional Certification Program credentials. The exams target the Avaya portfolio of communication systems, applications and services. The exams are computer-based assessments of knowledge, competencies and skills related to disciplines such as Sell, Design, Implement and Maintain. The exams are high-stakes, proctored exams taken at Pearson VUE™ testing centers. Students are required to show two forms of identification to the Pearson VUE™ test administrator. One of the two must be a government issued, picture identification such as a passport or driver’s license. To locate a Pearson VUE™ testing center near you, or to register for an Avaya Certification exam, please visit www.vue.com/avaya. Upon the completion of an Avaya Certification exam, the pass/fail results are provided to the student. This “score report” indicates the candidate’s overall performance on the exam as well as feedback by exam section. The following policies govern Avaya Certification exams:

A student who does not pass an exam must wait at least 72 hours before attempting the same exam another time.

A student may attempt the same exam up to 3 times within a 12-month period. If the student does not pass the exam within the first 3 attempts, the 4th attempt must be at least 12 months from the date of the first attempt. All attempts are subject to the 72-hour waiting period.

A student that has passed a certain exam may not take the same exam (defined as an exam of the same version with the same exam number) again within 12 months of when the exam was passed. A student who wished to take the exam again in order to re-certify may do so after the 12-month period.

Beta Exams Beta exams are exams in the process of being developed. Beta exams are developed using subject matter experts. Once the questions are written, a single Beta exam using all questions in the question pool is constructed. Therefore, each Beta exam participant receives all questions in the pool. A Beta exam will take approximately three hours to complete. Total administration time for Beta exam delivery varies depending on the time required to obtain the desired number of exam candidates. The current target is a minimum of 50 candidates per Beta exam. The candidates’ exam records provide the data for item selection and score setting. Scores for Beta exams are not available immediately upon completion. An analysis of Beta exam results is used to determine which questions will remain on the finalized exam. Once this process is complete, the Beta exam records will be scored based on those questions selected for the finalized version. It may be several months between when a Beta exam is taken and when it is scored. A candidate may take the same Beta exam once. Once a Beta exam has been scored, it will be added to the student’s transcript as a regular exam record, and if passed, will count toward certification. The completion date of the exam will be set as the date the exam was taken. Avaya Certification Program Agreement The following is Avaya’s official Certification Program Agreement. Prior to taking any Avaya Certification exam at a Pearson VUE™ testing center, you must acknowledge that you agree to the terms and conditions listed in this Agreement. You understand, acknowledge and agree that: 1. OBTAINING CERTIFICATION: To obtain Certification under the Program, you must achieve a passing score on all of the exams, as outlined in the Program Guide, for a given level of Certification, and you must comply with any other requirements described in the Program Guide and this Agreement. 2. MAINTAINING CERTIFICATION: Once a Certification is granted, you are responsible for keeping your Certification valid. You must maintain your Certification status by completing, within the time frame specified by Avaya, all continuing Certification requirements that correspond with your specific level of Certification. If you do not complete the continuing Certification requirements in the time frame specified by Avaya, your Certification for that particular level will be revoked without further notice, and all rights pertaining (including the right to use the Avaya Certification Mark) to that Certification will terminate.

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3. CHANGES/MODIFICATIONS IN THE CERTIFICATION PROGRAMS: Avaya reserves the right, at any time without notice, to change the Program including but not limited to the Certifications, Certifications requirements, Test Materials, Certification Materials, and Examinations for Certification. Additionally, Avaya may require you to update your Certification at any time and without further notice. 4. TRANSFER OF CERTIFICATION: If you leave your current employer and/or begin working with a new organization, you retain your Certification status. However, your Certification status and any rights under this Agreement or the Program, including the right to use the Avaya Certification Mark are not transferable to any other person or entity. 5. CERTIFICATION MARK USAGE: Upon your successful completion of the Certification requirements and for as long as you remain in compliance with all applicable continuing Certification requirements, Avaya hereby authorizes your usage of the Avaya Certification Mark in accordance with the Avaya Certification Mark Guidelines. It may be used by only you in any advertising, direct mail, collateral, or other promotional materials as long as you comply with the Avaya Certification Mark Guidelines set forth in the Avaya Certification Kit or Certification web site regarding proper usage of the Certification Mark. You shall not alter or modify the Certification Mark in any way. You agree to provide any materials reasonably requested by Avaya to enable Avaya to determine your compliance with this paragraph 5. 6. CONDUCT OF BUSINESS: You agree to conduct yourself in a professional and respectful business manner. You agree that you will (1) not in any way harm Avaya's reputation; (2) avoid deceptive, misleading, or unethical practices; and (3) not advertise or represent your services or status with regard to the Program in a misleading manner or in a manner injurious to the dignity or integrity of the Avaya Certification Program or Avaya Inc. Failure to comply with these conditions will result in your immediate disqualification from further participation in the Avaya Certification Program and any Certifications held by you at the time of disqualification will be immediately considered null and void. 7. CONFIDENTIALITY: From time to time Avaya may provide you with confidential information (i.e. Certification Materials, Test Materials, Exams, Certification Marks, etc.). You understand, acknowledge, and agree that such confidential information is the property of Avaya Inc. and you shall not reveal, disclose, reproduce or distribute such confidential information in any form, except to the extent specifically permitted by Avaya Inc. 8. TERMINATION: This Agreement may be terminated by Avaya, in its sole discretion, immediately and automatically without any notice of any kind if (1) you fail to comply with the applicable continuing Program requirements for certification; (2) you fail to perform any of your obligations under this Agreement, including without limitation, the terms related to use of the Avaya Certification Mark; (3) you misrepresent your status or the status of your Certification under the Program; (4) you are the subject of any adverse publicity. Upon termination of this Agreement for any reason, you shall immediately cease using the Avaya Certification Logos and will return all items, materials, or other collateral containing or displaying the Avaya Certification Logos to Avaya. 9. INDEMNIFICATION: You agree to indemnify and hold Avaya harmless against any loss, liability, damage, cost or expense (including reasonable legal fees) arising from or related to your certification, failure to achieve certification or use of or inability to use the Avaya Certification Mark, or arising from or related to the termination of your certification, even if Avaya has been advised of the possibility of such damages, including any claim for damages by any third party resulting from your representation to such third party of your status as an Avaya certified individual, whether or not such representation is accurate. 10. CANDIDATE STATUS: On occasion Avaya may, but is not obligated to, share candidate's certification status with select third parties such as Avaya BusinessPartners and Customers, based upon their request. Prior to taking a certification exam at an authorized Pearson VUE™ Testing Center, you will be asked to acknowledge that you have read and understand this Avaya Certification Agreement and agree that Avaya may share your certification status with select BusinessPartners or Customers, for purposes of determining compliance with Avaya's Certification and Accreditation programs. By taking an Avaya certification exam, you acknowledge and agree to these procedures This agreement may also be found at http://www.avaya-learning.com. Credentials from Other Organizations Avaya and the Telecommunications Industry Association (TIA) have established a cooperative agreement between TIA’s Convergence Technology Professional (CTP) program and the Avaya Professional Certification Program. Under this agreement, TIA’s CTP exam is recognized as being equivalent to the most recent version of the Avaya Communications Networking Exam (132-S-100.3 or 132-S-100.3G). A student who has passed the CTP exam may use that exam in place of the Communications Networking Exam toward the completion of an Avaya Certification credential.

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Please note that the CTP exam is equivalent to the Communications Networking Exam only and not a full ACA credential. To complete the ACA credential, a student must also complete the elective requirement as previously described. Additionally, a student who has passed the 132-S-100.3 or 132-S-100.3G version of the Communications Networking Exam may use that exam toward TIA’s CTP program. If a student has passed the 132-S-100.3 or 132-S-100.3G, a link is located on the Avaya Learning Centre home page through which credit may be requested for the CTP credential. Please note that only those who have passed the 132-S-100.3 or 132-S-100.3G version of the Communications Networking Exam may use it toward the CTP program; older versions of the exam may not be used. At this time TIA’s CTP program is the only program whose credentials may be applied toward Avaya Certification. Certifications from any other organization may not be applied. Avaya Certification Ethics Policy Cheating and misconduct are not tolerated in the Avaya Professional Certification Program. Candidates are expected to conduct themselves with honesty and integrity at all times and during all phases of the certification process - including exam preparation, testing, and re-certification. If a candidate is believed to have acted with dishonesty or with intent to misrepresent at any time during the certification process, Avaya reserves the right to bar that individual from the program immediately and for a period at Avaya’s discretion. Evidence of cheating – which includes (but is not limited to) unfairly gaining exam information or providing unfair assistance to another candidate at any time during the exam preparation or delivery period – may include visual observation during the test period or other tangible evidence. Avaya Employees are reminded that cheating is a violation of the Avaya Code of Conduct; candidates who are observed unfairly gaining information or assisting others in doing so will be referred to their management for disciplinary action, up to and including termination. Please read the Certification Agreement for more information concerning your rights and obligations under the Avaya Certification Program. If you would like to report any activity that you feel falls under the scope of this policy, please call 1-877-99-ETHIC (outside the US 1-908-953-7276). This Ethics Policy may also be found at http://www.avaya-learning.com. *Note - All policies are subject to change. Certification Communications Contact Information Program Announcements will be communicated through:

Avaya University Subscription Newsletters Avaya Learning Centre Highlights

The news will include items such as:

Announcements of new credentials and exams Announcements of credential and exam retirements Availability of Beta exams Changes to product and solution electives

To subscribe to the Avaya University newsletter log-on to www.avaya-learning.com select University Information and then Newsletter Subscription. Program Questions and Considerations may be directed to one of the following:

avaya.u.helpdesk@accenture.com avayacertification@accenture.com US Toll Free: 1.800.288.5327 International: +1.720.444.7500

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Transcript Questions and Concerns please contact: avaya.u.helpdesk@accenture.com US Toll Free: 1.800.288.5327 International: +1.720.444.7500

Feedback Feedback on the Certification exams may be entered as comments while taking the exams. This feedback will be used when the exams are analyzed in preparation for updating or retiring exams. Feedback on Beta exams may be entered as comments while taking the exams. This feedback will be used when the exam post-Beta analysis is completed. In all cases, feedback may be sent to avayacertification@accenture.com. Fulfillment Kits In recognition of a student’s achievement, Avaya will send an Avaya Certification kit the first time a credential is earned in a discipline such as Sell, Design, Implement or Maintain. In addition to the official Avaya certificate, the kit will include a congratulatory letter and a special recognition gift. If the Certification kit has not been received in 4 to 6 weeks, check the accuracy of the Avaya University transcript to ensure that the Avaya University transcript is correct. If the certification is not reflected on the transcript, contact the Avaya University Help Desk for assistance at avaya.u.helpdesk@accenture.com. If the certification is reflected on the transcript, and the certification kit has not been received after 4 to 6 weeks after the credential earned date, please contact Harte-Hanks directly: Harte-Hanks, Inc. International: +001 572-434-1585 Toll Free within US: 800-604-8378 avaya@harte-hanks.com External Certifications Individuals who have taken and passed the TIA CTP exam, please visit www.ctpcertified.com for instructions on using that exam toward earning an Avaya Professional Certification credential.

Registering and Preparing for Certification Exams Finding a Pearson VUE™ Testing Center To find a local Pearson VUE™ testing center location, visit the Pearson VUE™ website at www.vue.com and follow the appropriate links. Registration for First Time Users If registering for the first time, please contact Pearson VUE™ to create a profile.

When calling Pearson VUE™ for the first time, they will gather the student’s individual information and provide information on the closest Testing Center location.

Simply call the local Pearson VUE™ Center to arrange for a convenient exam time. All exams are computer based and will be proctored. When calling Pearson VUE™, be prepared to provide the following information:

o Name o Company name o Address o Exam number o Credit card number (Pearson VUE™ accepts MasterCard, VISA and American Express) o Telephone number o Email address o Facsimile number o Exam name o Desired Test Center location o Date and time desired to take the exam

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o HR ID# (Avaya Associates only)

Within 48 hours of registering, an email will be send containing an Avaya Certification exam registration confirmation, Pearson VUE™ Password, and ID from Pearson VUE™. Please keep a record of this information since it will be the primary identification for progression through the Avaya Certification Program. Once the Pearson VUE™ password and ID have been received, please use them for all subsequent Avaya Certification exam registrations. Registration for Repeat Users If a repeat user, either register via telephone at the above local numbers, or register through the Pearson VUE™ website at www.vue.com and follow the appropriate links. Note: a Pearson VUE™ password and ID are required to register. Exam Fees The cost to take an Avaya Certification exam is $125.00 USD (subject to change), paid to the Pearson VUE™ Testing Center where the exam is taken. Pearson VUE™ accepts, MasterCard, VISA and American Express. Voucher discounts are available with the purchase of ten (10) or more exams. Beta Exams may be taken free of charge through the use of a Promotion Code. If a student will not be able to attend a scheduled exam session, that registration should be canceled ahead of time. Failure to cancel an exam registration will result in a “no show” and for Beta exams will nullify any Promotion Code. Preparatory Study Guides To help students prepare for the Avaya Certification exams, Avaya University is in the process of developing Study Guides for all exams. Please check www.avaya-learning.com for new study guides posted. Study Guides for each exam (not available for Beta exams) can help identify the key exam objectives and provide suggested technology courses, documentation and product knowledge to build the specific skills covered in the exam. In many cases, recommended curriculum for Avaya Certification is modular so students can limit their study to areas specific to their training needs. These guides may be downloaded from www.avaya-learning.com. Included are suggested course and reading materials that may help students develop the knowledge and skills tested in the Avaya Certification exams.

Visit the Avaya University Learning Centre at www.avaya-learning.com. Select “Certification” from the menu. Select “Study Guides” to access the guide of your choice. Review the Study Guide, including the detailed exam objectives, for the exam you want to take.

Avaya Certification credentials are awarded upon passing the required exams. The type and amount of training needed depends on each candidate's unique background and experience. Some individuals may not need any additional training prior to taking an exam. We recommend first assessing individual preparation needs. A flexible set of courses and materials is suggested that allows students to choose the resources needed to round out their unique skill set. Spending the time to assess existing core skills can help to determine what training needs are required and will also streamline the preparation needed for exams. The sections to follow will help students assess their current knowledge. Exam Day Preparation

Plan to arrive at the Pearson VUE™ Testing Center at least 15 minutes prior to the assigned exam time. Plan to present two forms of identification. One must include an official photo. Expect to sign in when entering and sign out when exiting the Pearson VUE™ Testing Center. All personal belongings must be left outside the testing room. Storage areas are available for student use,

though Pearson VUE™ does not accept responsibility for personal property. Proctors will provide a brief orientation and provide students with a computer. Students are expected to

remain in the room for the duration of the exam. A specific amount of time will be granted to complete the exam, either 60 or 90 minutes, depending on the

exam. There are no scheduled breaks, and permission from the proctor is required to leave the room.

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The following behaviors are not allowed and will result in immediate dismissal from the exam and possible disqualification from the Avaya Professional Certification Program:

o Using unauthorized job aids or documentation o Taking the exam for another individual o Copying any portion of the exam o Creating any disturbances during the exam or at the Pearson VUE™ Testing Center o Failure to follow testing regulations as determined by the Pearson VUE™ Testing Center

Students are free to leave the room as soon as they have completed the exam. Make sure to signal to the proctor upon completion prior to leaving.

Avaya Certification exams taken more than three times within 12 months will be invalid. Exam Results The Pearson VUE™ Testing Center will tabulate the results for each exam upon conclusion of the exam and provide students with the results, including a hardcopy printout of the score, along with Section Analysis indicating performance within each section. The only exception is when an exam is in the Beta phase, in which case results will not be available until after the finalized exam is made available.