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920-105 exam Dumps Source : Symposium Call Center Server Installation and Maint.
Test Code : 920-105
Test Name : Symposium Call Center Server Installation and Maint.
Vendor Name : Nortel
: 52 Real Questions
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As mentioned in a previous tip, businesses are imposing IP telephony greater frequently on their statistics infrastructures. The elevated deployment has created a necessity for certified IP telephony engineers to deliver proven, surest-of-breed technology.
The IP telephony certifications Nortel presently presents are divided into 4 categories: guide professional, Design expert, support skilled, and Design professional. This tip discusses the Nortel guide track.
The aid expert certifications are supposed to demonstrate someone's potential to put into effect, operate, and troubleshoot a Nortel Networks IP Telephony answer. The support specialist certification displays a candidate with three to 6 months of journey that can handle hobbies technical issues of a standard Nortel IP Telephony answer.
NNCSS - VoIP Succession BCM three.0
This certification checks the capacity to implement, function, and troubleshoot the business Communications supervisor 3.0. This certification covers hardware, beginning-up, information and voice networking, functions, and troubleshooting the BCM. To move the certification, two exams should be efficiently completed: expertise requirements and Protocols for IP Telephony solutions, and Succession BCM three.0. The know-how necessities and Protocols for IP Telephony solutions exam is a top level view of convergence applied sciences.
NNCSS - CallPilot Rls. 2.0
This certification exams the potential to implement, function, and troubleshoot the VoIP CallPilot 2.0. This certification covers hardware, administration, interoperability with Meridian 1 switches, and protection of a single site CallPilot equipment. To pass the certification, two exams have to be efficiently accomplished: Meridian Database and CallPilot 2.0.
NNCSS - Symposium name middle Server or Symposium name core Server installing and preservation
These two certifications look at various the ability to implement, function, and troubleshoot the Symposium call middle Server. each certifications cover hardware, application setting up, administration, and preservation of Symposium call center Server four.2, Symposium internet customer 4.0, and Symposium express three.0. besides the fact that children, the Symposium name middle Server certification also tests the structure, custom configuration and integration of the server. To flow both of those certifications, one exam have to be correctly completed: Symposium call core or Symposium name middle setting up and preservation, respectively.
NNCSS - Symposium call middle TAPI/Agent or name middle TAPI/Agent installing and renovation
These two certifications examine the capacity to put in force, operate, and troubleshoot the Symposium call core TAPI/Agent. both certifications cowl hardware, software setting up, administration, and maintenance of Symposium TAPI 2.3 and Symposium Agent 2.3. youngsters, the Symposium call core TAPI/Agent certification also checks the architecture, integration, and custom configuration of the TAPI/Agent. To pass both of those certifications, one examination need to be effectively achieved: Symposium name middle TAPI/Agent or Symposium name core TAPI/Agent Inst/main, respectively.
NNCSS - Symposium categorical name center or Symposium express name core installation and renovation
These certifications test the potential to put in force, function, and troubleshoot the Symposium express name center. each certifications cover hardware, software installing, administration, and preservation of Symposium express name center 4.2. despite the fact, the Symposium specific name core certification also exams the structure and integration of the name center. To circulate both of the certifications, one exam must be correctly completed: Symposium specific call core or Symposium specific call center Inst and Maint respectively.
NNCSS - VoIP Multimedia verbal exchange Server (MCS) 5100 2.0
This certification exams the capacity to put into effect, operate, and troubleshoot the VoIP Multimedia communication Server (MCS) 5100 2.0. This certification covers installation of the hardware and utility, configuration, maintenance, and administration of the Multimedia conversation Server (MCS) 5100 2.0. To flow the certification, two tests have to be successfully completed: technology standards and Protocols for IP Telephony options, and VoIP Multimedia conversation Server (MCS) 5100 2.0. The know-how standards and Protocols for IP Telephony options exam is a top level view of convergence technologies.
NNCSS - VoIP Succession 1000/1000M Rls. 3.0 DB Administrator
This certification exams the skill to retain and troubleshoot the VoIP Succession 1000/1000M Rls. three.0 DB Administrator. This certification covers the architecture, configuration, upkeep, and management of the Meridian 1, Succession 1000 Rls. three.0, and Succession 1000M Rls. three.0 using primary Alternate Route preference (BARS) and community Alternate Route choice (NARS). To flow the certification, two assessments ought to be efficiently achieved: technology specifications and Protocols for IP Telephony options, and Succession one thousand/1000M Rls. 3.0 DB Administrator.
NNCSS - VoIP Succession 1000/1000M Rls. three.0 installation and renovation
This certification exams the potential to installation, configure, and retain the VoIP Succession a thousand/1000M Rls. 3.0. This certification covers the setting up, architecture, configuration, upkeep, and administration of the Meridian 1, Succession a thousand Rls. 3.0, and Succession 1000M Rls. 3.0, web Telephones i2xxx, and Optivity Telephony manager (OTM) 2.1. To move the certification, three checks ought to be successfully achieved: expertise requisites and Protocols for IP Telephony solutions, and Succession a thousand/1000M Rls. 3.0 for Technicians, and Succession one thousand/1000M Rls. three.0.
The guide expert certifications construct on the professional's knowledge by using demonstrating their ability to put into effect, operate, and troubleshoot an superior Nortel Networks IP Telephony answer. The support expert certifications mirror a candidate with six to 12 months of fingers-on journey with the capability to guide or assist intermediate-level personnel to retain complicated Nortel IP Telephony options.
NNCSE - CallPilot 2.0 Unified Messaging options
This certification assessments the capacity to enforce, operate, troubleshoot and optimize the VoIP CallPilot Unified Messaging answer 2.0. This certification covers the setting up, administration, interoperability, safety, improve processes and feature usage for a multi website CallPilot device. To pass the certification, the candidate have to first gain their NNCSS - CallPilot Rls. 2.0. subsequently, the CallPilot 2.0 Unified Messaging solutions have to be correctly accomplished to reap this certification.
NNCSE - Contact center
This certification exams the capability to put in force, function, troubleshoot and optimize the Contact core products. This certification covers the candidate's capabilities on the Symposium call core Server (SCCS)/Symposium categorical name center/Symposium net client, Symposium TAPI carrier company (TAPI SP), Symposium Agent, and the Symposium internet core Portal. To pass the certification, the candidate ought to first attain their NNCSS - Symposium name core Server and the NNCSS - Symposium call middle TAPI/Agent certification. due to this fact, the Contact center examination have to be successfully achieved to attain this certification.
NNCSE - IP Convergence Succession 1000/1000M Rls. 3.0
This certification tests the capability to installation, configure, maintain, and optimize the VoIP Succession 1000/1000M Rls. three.0. This certification covers the configuration, succession department workplace (BO), far off workplace, operation, and Meridian 1 to Succession 1000M three.0 migration techniques for the Succession a thousand/1000M Rls. three.0, web Telephones i2xxx, far off workplace 91xx, and Optivity Telephony supervisor (OTM) 2.1. To move the certification, the candidate have to first obtain their NNCSS - VoIP Succession CSE a thousand Rls. 2.0 or the VoIP Succession one thousand/1000M Rls. 3.0 installing & renovation certification. consequently, yet another greater difficult edition of the Succession one thousand/1000M Rls. three.0 exam need to be efficaciously completed to achieve this certification.
within the IT business, certifications are a method to validate someone's skills inside a specified area. The above Nortel IP Telephony certifications are probably the most tools that may show the capabilities of an IP Telephony guide skilled. These certifications couldn't replace years of business event, however they do supply the basis to aid and manage Nortel Voice over IP options.
The subsequent tip will discuss Nortel's Design IP Telephony certification song.
Richard Parsons (CCIE#5719) is a manager of knowledgeable capabilities for Callisma Inc., a wholly owned subsidiary of SBC. He has built a superb foundation in networking concepts, superior troubleshooting, and monitoring in areas comparable to optical, ATM, VoIP, routed, routing, and storage infrastructures. prosperous resides in Atlanta GA, and is a graduate of Clemson tuition. His heritage comprises senior and foremost consulting positions at overseas community functions, Lucent, and Callisma.
TSX : NTOTC Bulletin Board : NRTLQ
March 25, 2009 06:00 ET
company tactics blend with Communications to raise profits, decrease fees and enhance customer pride
OTTAWA, ONTARIO--(Marketwire - March 25, 2009) - Nortel(1) (TSX:NT)(OTCBB:NRTLQ) is unleashing a bunch of recent contact middle products and services arming ultra-modern groups with the most superior capabilities purchasable. Heading up the new offering is Contact core 7.0 followed via enhancements to Nortel's interactive voice response answer, the Interactive Communications Portal (ICP) and delivered performance to the enterprise's Agile communique environment (ACE) platform.
enormously resilient and redundant, Contact core 7.0 is a local SIP-based mostly solution with tightly built-in unified communications (UC) capabilities and lots of of recent facets, including integration with Microsoft office Communications Server (OCS) 2007. As a Microsoft Gold certified companion, Nortel is recognized for demonstrating the maximum level of competency and competencies in designing, integrating, and aiding Microsoft applied sciences.
"Nortel is doing resourceful things within the consumer contact market and their approach for making it primary to mix purposes with company approaches is right on the mark," stated Steve Lemak, vp of IT, excelleRx, a Nortel contact core client and issuer of treatment administration for the hospice market. "They take note what needs to be executed to help agencies like ours cut back charges and speed their skill to more suitable serve their valued clientele."
"These bulletins underscore Nortel's center of attention on supplying advanced client care options that no longer best simplify enterprise process and software integration however also spotlight Nortel's continued commitment to deliver leading edge capabilities to their customers," referred to Ravi Chauhan, accepted supervisor, Communications Enabled enterprise solutions, Nortel.
Key elements of Contact center 7.0 encompass:
- Open Interfaces - in addition to the openness delivered by way of SIP, Contact middle 7.0 offers open utility Programming Interfaces using a services Oriented architecture (SOA), which allows for integration of the contact core into a corporation's enterprise functions and strategies. With internet provider interfaces for queuing, computer Telephony Integration (CTI), and database integration, a company can automate workflow between front and lower back workplace applications to eradicate tedious manual tactics.
- UC within the Contact middle - With Contact core 7.0 and Microsoft OCS integration, it is convenient for purchasers to engage with a enterprise using quite a lot of modes of communication. This exciting integration offers a single, unified agent desktop interface for inbound/outbound voice, email, internet chat, and quick messaging. as an example, Contact middle 7.0 can intelligently route client contacts to purchasable agents the use of SIP-based mostly presence. brokers can also use presence to without delay assess which of their specialists is available to support with a consumer request, enabling first contact decision.
- Predictive Outbound Dialing - customarily supplied as a separate software, Nortel has wholly integrated this technology within Contact middle 7.0 to enhance the effectivity of brokers by way of permitting the equipment to intelligently predict when an agent will develop into attainable and place an outbound call to coincide with their availability. And, because it is integrated with Contact core 7.0, reporting and administration are seamless.
- provider creation atmosphere (SCE) - Contact center 7.0 also features a graphical 'drag and drop' tool that takes the determine of contact core and self-service workflow advent. With SCE, the workflow orchestration between diverse applications is simplified using open, web functions interfaces, which reduces the charge and pace of deployment. Nortel estimates use of this device to be 5 times faster than average workflow creation strategies.
- features - Contact core 7.0 answer is complemented by using an greater set of latest functions spanning all features of contact middle operations. These consist of: Consulting and Design; construction and Customization; Implementation and Integration; manipulate and preservation; and Optimization services.
For greater details, talk over with http://www.nortel.com/options/ccvp/collateral/nn124079.pdf
moreover the Contact middle 7.0 answer, Nortel is additionally making advancements to its ICP offering with characteristic Pack 1. Enhancements consist of outbound detection for discerning between a person and an answering laptop; co-dwelling of the Nuance speech server, getting rid of the need for a separate server; and extension of SIP CTI interworking to help Avaya AES.
"To call a new product next-gen has turn into cliche, however Nortel has actually put its Interactive Communications Portal in a class by way of itself in terms of imaginative design, openness, interoperability requisites assist and ease-of-use," stated Joe Outlaw, most important contact core analyst, Frost & Sullivan. "lengthy-time market chief Nortel demonstrates with ICP, it's dedicated to bringing main options to the market."
Nortel also continues to pursue an open software atmosphere including right here performance as a part of ACE liberate 1.2:
- improved guide of Microsoft OCS 2007 for superior presence capabilities (e.g. telephony presence) throughout heterogeneous PBX environments;
- Integration with IBM Lotus Sametime customer 8.0.1 for click on to convention and stronger presence capabilities;
- And, services for utility customization, prototyping, and custom utility development.
"more and more agencies are discovering that having the skill to automate functions and approaches, while having distinctive channels of verbal exchange obtainable, can enhance efficiencies, lessen operating expenses, and build customer loyalty," pointed out Joel Hackney, president, business options, Nortel. "UC-enablement is clearly the route forward and they now have offered a simple roadway for their consumers to attain this purpose."
With Nortel contact facilities handling more than 200 million calls a day, the business offers the broadest application portfolio, including contact core, self-service, advanced speech, and workforce optimization options. It also adheres to an open, dealer-agnostic approach that makes it possible for for simple integration of the UC journey across purposes and contraptions complemented by way of a prosperous features observe that may customise solutions according to a customer's pleasing company needs.
Nortel is a identified chief in providing communications capabilities that make the promise of enterprise Made elementary a truth for their valued clientele. Their subsequent-technology applied sciences, for each service issuer and enterprise networks, aid multimedia and business-essential applications. Nortel's technologies are designed to aid dispose of latest obstacles to effectivity, speed and efficiency by way of simplifying networks and connecting individuals to the tips they need, once they want it. Nortel does business in additional than one hundred fifty countries all over. For extra assistance, consult with Nortel on the internet at www.nortel.com. For the newest Nortel information, consult with www.nortel.com/information.
definite statements in this press unencumber may include words equivalent to "may", "expects", "may also", "anticipates", "believes", "intends", "estimates", "pursuits", "envisions", "seeks" and other equivalent language and are regarded forward-looking statements or tips beneath applicable securities legislation. These statements are in response to Nortel's present expectations, estimates, forecasts and projections concerning the working atmosphere, economies and markets wherein Nortel operates. These statements are discipline to essential assumptions, hazards and uncertainties, which might be intricate to predict and the genuine effect may be materially distinct from these contemplated in ahead-looking statements. For additional information with respect to certain of these and different factors, see Nortel's Annual file on Form10-okay, Quarterly studies on kind 10-Q and different securities filings with the SEC. until in any other case required through relevant securities legal guidelines, Nortel disclaims any intention or responsibility to replace or revise any forward-searching statements, whether because of new suggestions, future activities or in any other case.
(1)Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks.
Use of the terms "companion" and "partnership" doesn't indicate a criminal partnership between Nortel and some other birthday celebration.
smartly, Clint established that Dell become indeed going to pre-deploy OCS on Dell servers and offer expert capabilities. Dell has an important opportunity here considering they have got built a loyal following amongst IT personnel with their in-person technical help that has the choice of a 24-hour assured turnaround. as an example, if in case you have a motherboard or tough disk failure, Dell will send a support technician to your office inside 24 hours to repair it.
in a similar fashion, these technicians can also be sent out within the experience of an OCS 2007 failure with a quick turnaround. Of path, this may require the technicians have some type of OCS certification, so it could make an effort for Dell to ramp up their OCS technicians. additionally, Microsoft told me that as of the OCS 2007 launch these days, you cannot handiest order a Dell server with OCS 2007 pre-put in, however that you would be able to also order VoIP machine that works with OCS 2007. So in essence, consumers can go to Dell.com and click on-to-order an entire unified communications equipment including VoIP telephones and get hold of professional capabilities as well. candy!
Clint commented, "conveniently they are (Dell) becoming a single source for agencies to move to start their UC event. so you can get the hardware, the Microsoft application, integration capabilities, the devices- so really featuring the complete answer there. Dell's investment and entry into this market at the launch of Microsoft Unified Communications options basically says whatever concerning the momentum at the back of Microsoft and unified communications and momentum at the back of their application-based method to UC as neatly."
similarly, HP is also planning on providing professional functions to organizations for OCS 2007 deployment. Clint spoke of, "once they seem at the features opportunity by myself, that is a $7 billion probability during this subsequent 12 months - in 2008. average, the market represents about $forty five billion by 2010. not simply the features piece, but the entire market. So there's significant associate chance there and you see individuals like HP definitely providing value at a few tiers.
In other OCS news, Ericsson is saying a GSM mobility gateway as a way to combine with OCS 2007 to convey the capabilities of your workplace cellphone to your cell phone, i.e. transferring a name, put a name on hang, conference a call, all from your cell. Ericsson will utilize OCS 2007's VoIP call administration capabilities as their core call management device.
a further bit of exciting OCS information is that Forrester nowadays announced a study that customers will get hold of a 500% ROI with OCS 2007 in precisely three years. ultimately, the entire OCS-optimized phone and headset devices will also formally launch today, together with the Tanjay, Catalina, Polycom, Plantronics, GN Netcom.
update: 1:15pm - right here's the Dell & Microsoft reliable announcementCompany to carry Microsoft Corp. Unified Communications answer from information center Infrastructure to computer Telephony
round ROCK, Texas, Oct. 16, 2007 – Dell’s rallying cry is IT simplification and nowadays it announced new products and relationships to support customers in the reduction of complexity and improve the productiveness of myriad communications alternatives – e-mail, fax, telephone, or notebook – known as Unified Communications (UC).Dell’s Unified Communications solution presents the entire fundamental components – computer to records center computing device systems, utility, telephony and features abilities – from a Tier One programs issuer to put in force a UC environment. Dell has labored with Microsoft Corp. to bring validated solutions in keeping with the recently released Microsoft workplace Communications Server 2007. The enterprise additionally launched an alliance with Nortel to carry the telephony, voice over cyber web Protocol (VoIP) add-ons and services indispensable to UC.
“valued clientele face a tool deluge with a purpose to stay related – the usage of separate work e-mail, cellphone systems and mobile phones,” stated Rick Becker, vice president of solutions, Dell Product group. “And all of these systems are bought and managed separately. Unified communications – receiving and responding to your entire messages in one vicinity – will pave the way for the subsequent era of productiveness equipment.”
“Dell is inserting a stake within the ground and betting huge on the Microsoft Unified Communications options to bring innovative and new communications solutions for its clients,” noted Jeff Raikes, President, Microsoft company Division, Microsoft Corp. “Dell took the ache out of buying a computer, and now they’re bringing that same simplicity to unified communications.”
UC combines e-mail with telephony, voicemail, audio and video conferencing, instant messaging and SMS text messaging right into a single interface. putting off the barrier between telephones and computers opens a brand new world of effective points; no matter if it's voicemails and faxes that arrive in the inbox the place they will also be forwarded or replied to identical to email, or a telephone name that transforms into a video convention, Dell presents a complete, simplified answer for each and every consumer’s communications needs.
Dell and Microsoft office Communications Server 2007 – Modular method to UCDell’s lengthy-standing relationship with Microsoft makes it possible for it to carry a unique, modular UC answer. It combines office Communications Server 2007, Microsoft trade Server 2007, Microsoft workplace Communicator 2007 and Microsoft office Outlook with UC-enabled hardware, functions and telephony systems which are validated in Dell’s labs.
valued clientele can put into effect one or all 4 of the modules in accordance with their entertaining business wants. The 4 modules are:• office Communications Server 2007 – gives presence, quick messaging and on-premise conferencing like Microsoft workplace reside assembly.• office Communications Server 2007 – Telephony providing – allows for call routing monitoring and administration, VoIP name management and gateway and public branch change (PBX) integration.• Video and Video convention – enables factor-to-factor conference, video convention and VoIP audio conference.• exchange Server 2007 Unified Messaging – gives voicemail, email and fax in Microsoft workplace Outlook, and on-the-go entry to the inbox and calendar through Microsoft workplace Outlook Voice access.
Dell Unified Communications options may also be applied promptly and easily, and with much less chance than another vendor by way of combining its capabilities in Microsoft windows Server active listing, Microsoft alternate Server 2007 and x86 computing environments with the advantage of its telephony and community companions right into a single element of contact. Dell is without doubt one of the foremost systems suppliers taking part in Microsoft’s technology Adoption application, which gives true-world talents for deploying UC in tremendous companies and building constant, repeatable service practices.
Dell and NortelDell and Nortel have signed an agreement to offer consumers a comprehensive UC answer leveraging Nortel’s whole commercial enterprise solutions portfolio. Dell will present a collection of knowledgeable capabilities to guide UC, similar to community design, proof-of-thought, software management and on-going technical aid. moreover, Dell and Nortel have formally dependent joint product development initiatives.This announcement represents a different value for purchasers since it combines Dell’s knowledge in designing and deploying Microsoft options for PCs, servers, and storage with Nortel’s world-type VoIP, statistics networking and multimedia-conferencing options.
“Communications and business technique are impulsively intersecting,” pointed out Joel Hackney, president, Nortel enterprise solutions, “these days’s announcement with Dell underscores their dedication to accelerating the capacity of today’s organizations to know the whole benefits of relocating to unified communications.”
“Early adopters of unified communications are experiencing double-digit productivity beneficial properties,” observed Victor Bohnert, executive director of foreign Nortel Networks users association (INNUA). “The aggregate of Dell’s skill to force performance from the desktop to the information middle, coupled with Nortel’s leadership in voice over IP and networking, will additional speed up the potential of companies to optimize communications.”With this announcement, Dell can distribute Nortel and Microsoft innovative Communications Alliance solutions throughout the us and Canada.
“supplying a finished UC solution requires us to work collaboratively with a couple of partners. via their relationship with Nortel, we're making it easy for valued clientele to allow a mobile workforce,” said Becker. “we're building on their potential to carry simplified IT options and assisting customers eliminate cost and complexity with a fully built-in network answer.”
AvailabilityDell’s Unified Communications options are available in North the usa today and will extend to further regions within the coming months. For more suggestions please discuss with www.dell.com/unified
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The production control group addresses second-level production support activities. If you don't have this quality assurance group in place in your infrastructure, read this article to see what you're missing.
Placing special emphasis on a comprehensive approach combining organization, people, process, and technology, Harris Kern's Enterprise Computing Institute is recognized as one of the world's premier sources for CIOs and IT professionals concerned with managing information technology.From the author of
My previous article talked about the importance of having a QA function in the infrastructure development and support organization. This article discusses the group's responsibilities.
The production control group addresses second-level production support activities. This includes acting as a liaison between applications development staff, user community, database administration, systems administration, and computer operations to resolve production problems, implement new systems, and change existing systems. This also includes ownership of key data center processes.
Whoever developed the idea of three levels of support within an organization was a genius. This is one of the best structures ever designed, and probably the single most important reason that the mainframe world—in particular, the data center—was so successful. Some of the roles and responsibilities of this structure are described in the following sections.Level 1
Monitor systems (servers, network, peripheral devices).
Perform incremental and full backups.
Provide tape librarian functions.
Assist in the physical layout of production servers.
Issue trouble tickets and monitor the data center on a 24x7 basis.
First-level problem determination and resolution attempt. After N number of minutes, as determined by the problem management process, the problem will be escalated to second-level support.
Process design, implementation, ownership, and accountability (production acceptance, change management, etc.).
Support software installation and configuration.
Perform system maintenance as required.
Perform storage management functions.
24x7 on-call support.
Perform disaster-recovery drills.
Establish end-of-life plans to deactivate servers and applications.
Monitor system and network performance.
Provide online availability statistics.
Define and reset standards to support mission-critical applications.
Problem determination and attempted resolution. After N minutes as determined by the problem management process, the problem will be escalated to third level.
Second-level support should do everything possible to resolve the problem before escalating to the third level: the senior gurus of the department. Senior system administrators and database administrators are worth their weight in gold. The entire organization needs to protect this valuable resource.Level 3
Physical location of the server, network connections, and sufficient power for all peripherals.
Preventive maintenance diagnostics on all incoming equipment.
Partitioning the disks during OS installation.
Configuring the OS.
Applying patches to the OS as needed.
Assisting database administration with RDBMS installations.
Installing any unbundled products, such as tape management and disk mirroring, and applying patches to unbundled products as needed.
Installing all required support packages, such as the console server, auto-pager, preventive maintenance routines, and so on.
Support of software installation and configuration.
Maintaining and configuring system security.
Performing system maintenance as required.
24x7 on-call support.
Performing disaster-recovery drills.
Monitoring system and network performance.
Tuning systems for peak performance.
Implementing capacity planning.
Performing security audits and monitoring security access.
Establishing system user accounts and root ownership.
Defining and setting standards to support mission-critical applications.
Problem resolution. The buck stops here; if they can't fix the problem, no one can.
Designing and architecting infrastructure-related programs.
IRVINE, Calif.--(BUSINESS WIRE)--Please replace the release dated Feb. 11, 2011 with the following corrected version due to multiple revisions.
The corrected release reads:
BT AGENTVIEW® ENTERPRISE USERS CAN NOW RECEIVE SUPPORT DIRECTLY THROUGH CENTERGISTIC SOLUTIONS
As of February 1st, 2011 users of AgentView wallboards through BT are no longer receiving manufacturer-backed support from BT. The AgentView support contract expired on February 1st, 2011 as Centergistic Solutions opted not to renew with competing product provider, Symon Dacon, a BT distributor. In efforts to protect its current base of AgentView wallboard users, the decision not to renew a contract with a competitor was made by Centergistic. The Centergistic U.K. support office will handle direct support for all AgentView wallboards and can be reached through firstname.lastname@example.org or by calling +44 (0)8444 121990.
“We have already received numerous inquiries from their loyal customer base in the U.K. and want to assure AgentView wallboard users that they are committed to continuing uninterrupted servicing of AgentView,” said Ram Iyer, President of Centergistic. “AgentView has a reputation for virtually peerless performance and ease of installation and use. I believe that is why there has been a concern over non-manufacturer supported maintenance and support,” he said. “Fortunately for BT AgentView users, they have one of the most knowledgeable AgentView support experts, located right here in the U.K. They continue to work to enhance the AgentView solution. Currently work is in progress for Version 6 of the software,” he said.
AgentView is a real time performance management software solution, creating key call center metrics that can be sent to reader boards, call center displays, agent desktops and wireless devices such as iPhones. Centergistic's AgentView wallboard systems have been installed through BT in Avaya, Nortel (now Aura) Aspect and Cisco call centers since the early 1990s. AgentView also works with Genesys, Cisco and Aspect (including the Rockwell Spectrum and Concerto ePro) ACDs. Several new enhancements are anticipated with version 6.0 of AgentView, including support for Windows 2008 and MSSQL2008. AgentView is browser-based and centrally administered, making it easy to navigate from the desktop, without having to physically access the server. Features include the new DashView™ HD real time display solution, enabling graphics, backgrounds and gauges to easily be inserted via Wizard-based help screens.
About Centergistic Solutions
Centergistic Solutions provides Goal Achieving Metrics™ for today’s dynamic contact center environment. The performance management software that delivers Goal Achieving Metrics, AgentView Enterprise®, has enabled it to transcend the contact center environment and provide call center performance metrics as well as business intelligence. AgentView real time contact center performance management systems are currently installed in over 3,500 contact centers worldwide. Centergistic is headquartered in Irvine, CA with offices in the U.K. and Mexico City.
Fully featured data center infrastructure management tools can streamline operations, but they are also a double-edged...
sword. They can help you identify security gaps and avoid breaches, but they store everything there is to know about your operation, which makes it imperative to have security features in place.
Intrusion avoidance is what most IT professionals associate with security. The ability to access operational information remotely is a major feature of robust DCIM security tools. You can check alarms and drill down into data on your smartphone or tablet before you decide what to do or who to call. But if you can access information remotely, an intruder probably can too.
Your network is the cornerstone of your organization's security; it's the first line of defense against any kind of intrusion. Building strong application-layer security into your DCIM can protect your systems against any application-based or domain name attacks.Set DCIM security standards
The government, military and even the Central Intelligence Agency use DCIM tools, so there are certainly tools available with a wide array of high-level security features.
Of course, you need dedicated access and multiple levels of encryption, but the most recognized security gauge is the Federal Information Processing Standard known as FIPS 140-2. This standard outlines guidelines for encryption, cryptographic modules and hardware anti-tampering measures.
The government has different security levels for its agencies. The military and intelligence sectors have the highest security measures and FIPS 140-2-compliant tools meet those needs. Healthcare and finance have their own regulatory security concerns, and FIPS 140-2 covers the compliance needs of those industries, as well.Scan the network with DCIM security tools
DCIM auto-discovery is a useful function for system security. It identifies unpatched assets, generates work orders and maintains alerts until they are resolved.
It can also track if someone introduces hardware or software without the right authorizations and notifications. This is because DCIM tools monitor the computing hardware and track the make, model number, operating system and release, application software and releases, and even the serial numbers and asset tag IDs depending on the system's sophistication.
DCIM tools constantly poll the network and can discover new hardware and software to add to the asset management database. This is useful for monitoring security patches and updates. For example, if an OS update comes out and you have to patch 125 servers, but you don't know how many servers run that OS and you only update 124, one server is still vulnerable.
Furthermore, a variety of people still go in and out of some data centers, and executives may even bring visitors in with them for tours and information sessions. This makes it important to know if anything is amiss.
Another part of security to consider is company culture. Which security features do you enable or disable out of the box? Which features do you change to make hardware more or less secure? Robust security may impede fast-moving operations, and multiple sign-in requirements can frustrate busy and harried techs. And although turnkey security options offer installation and maintenance benefits, they can also be overwhelmingly comprehensive.
In short, strong DCIM security tools have robust protections, but the vendor has no control over what users do with them or the environment that runs the DCIM. Plus, DCIM auto-discovery can't reach down to the server processor level where advanced persistent threats occur.
DCIM can, however, relieve some concerns in a complex computing environment in which you have a cloud-based setup or resources shared with users outside of your control.
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