Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS)
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1 Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Secrets To Acing The Exam and Successful Finding And Landing Your Next Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Certified Job 1
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3 Write a review to receive any FREE ebook from our Catalogue - $99 Value! If you recently bought this book we would love to hear from you! Benefit from receiving a free ebook from our catalogue at if you write a review on Amazon (or the online store where you purchased this book) about your last purchase! How does it work? To post a review on Amazon, just log in to your account and click on the Create your own review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures. What happens when I submit my review? Once you have submitted your review, send us an at review@emereo.org with the link to your review, and the ebook you would like as our thank you from Pick any book you like from the catalogue, up to $99 RRP. You will receive an with your ebook as download link. It is that simple! Copyright Notice of Rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. No Claim to Orig. U.S. Govt. Works. Notice of Liability The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. 3
4 This book figures out ways to boil down critical exam and job landing concepts into real world applications and scenarios. Which makes this book user-friendly, interactive, and valuable as a resource long after students pass the exam. People who teach Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) classes for a living or for their companies understand the true value of this book. You certainly will too. To Prepare for the exam this book tells you: What you need to know about the Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Certification and exam Preparation Tips for passing the Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Certification Exam Taking tests The book contains several suggestions on how preparing yourself for an interview. This is an aspect that many people underestimate, whilst having a well-written CV, a personal blog, and possibly a number of past projects is definitively important - there is much more to prepare for. It covers non-technical aspects (how to find a job, resume, behavioral etc.). A Must-study before taking a Tech Interview. To Land the Job, it gives you the hands-on and how-to s insight on Typical Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Careers Finding Opportunities - the best places to find them Writing Unbeatable Resumes and Cover Letters Acing the Interview What to Expect From Recruiters How employers hunt for Job-hunters... and More This book offers excellent, insightful advice for everyone from entry-level to senior professionals. None of the other such career guides compare with this one. It stands out because it: Explains how the people doing the hiring think, so that you can win them over on paper and then in your interview Is filled with useful work-sheets Explains every step of the job-hunting process - from little-known ways for finding openings to getting ahead on the job This book covers everything. Whether you are trying to get your first Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Job or move up in the system, you will be glad you got this book. 4
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6 Contents Avaya 11 History 11 Going personal 11 Nortel possession 12 Western Electric roots being here 12 Corporate intelligence 13 Market situation 13 Sponsorship 13 Avaya Professional Credentials 13 Products 14 Networking 14 Modular systems 14 Stackable systems 14 Secure routers 15 Security 15 Identity Engines 32 Secure Network Access VPN Routers 15 Wireless 15 Unified communications 15 Applications 15 Servers 16 S8800 S8700 S8500 S8400 S Gateways 16 Desktop devices 16 Management applications 17 Technologies protocols 17 Retired products 18 Patents 18 What You Can Get Out of an Avaya Certification 20 Summary and Benefits of Avaya Certifications 21 How to Prepare For the Avaya Certifications 22 FINDING AND APPLYING FOR Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) JOBS AND EVALUATING OFFERS 23 Where to Learn About Job Openings 24 Job Search Methods 24 6
7 Personal contacts. 24 School career planning and placement offices. 25 Employers. 25 Classified ads. 25 Internet resources. 26 Labor unions. 26 State employment service offices. 27 Job matching and referral. 27 Services for special groups. 27 Federal Government. 27 Community agencies. 28 Private employment agencies and career consultants. 28 Internships. 28 Applying for a Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Job 29 Resumes and application forms. 29 Gathering information. 29 Choosing a format. 30 Resume and KSA (knowledge, skills & abilities) tips: 31 Cover letters. 34 Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Job Interview Tips 35 Preparation: 35 Personal appearance: 35 The interview: 35 Information to bring to an interview: 36 Evaluating a Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Job Offer 37 The organization. 37 Should you work for a relatively new organization or one that is well established? 39 The job 39 Where is the job located? 39 Does the work match your interests and make good use of your skills? 39 How important is the job to the company or organization? 39 What will the hours be? 40 How long do most people who enter this job stay with the company? 40 7
8 The company should have a training plan for you. 40 Salaries and benefits. 40 WHAT TO EXPECT FROM THE OTHER SIDE OF THE TABLE 42 THE INTERVIEW AND SELECTION PROCESS 42 Step 1 44 Technical Competencies Assessment Guide 44 Step 2 45 Determine the Customer Service Focused 45 Competencies of the Job 45 Definitions: 46 Responsible. 46 Likeable. 46 Believable. 47 Outgoing. 47 Unflappable. 48 CUSTOMER SERVICE FOCUSED BEHAVIORS ASSESSMENT GUIDE 49 Step 3 50 Develop Interview Questions to Assess Both 50 Technical and Customer Service 50 Focused Competencies 50 Step 4 51 Conducting the Interview 51 Step 5 53 Background and Reference Checks 53 Making a Job Offer 53 Confirming Job Offer Letter 54 Informing Unsuccessful Candidates 54 Retention of Interview Materials 54 SAMPLE CUSTOMER SERVICE FOCUSED INTERVIEW QUESTIONS 55 Responsible 55 Likeable 56 Believable 57 Outgoing 58 Unflappable 59 INTERVIEWING Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) 60 8
9 THE INTERVIEW PROCESS 60 Planning 60 Confirming/Scheduling Interview 61 Conducting the Interview 61 Closing 62 Follow Up 62 Interview Questions To Get You Started 63 Supervisor and Manager Competencies 63 Interviewing People With Disabilities 64 Accommodating Persons With Disabilities For An Interview 65 Interview Do s and Don ts 66 CHECKING REFERENCES 67 Which References Should I Check? 68 Tips for Checking References 68 The Reference Check Questions To Ask 69 Supervisory and Managerial Competencies: 71 Building Coalitions/Communication: 71 Recruiting Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) - It Takes More Than A Job Announcement 72 Before Submitting the Vacancy 72 When the Vacancy Announcement is Open 73 Once the Certificate of Eligibles is Received 74 After The Selection is Made 75 ASSESSING YOUR RECRUITMENT AND SELECTION PRACTICES 76 Policies and Procedures 76 Recruitment Strategies 77 Preparation Tips For The Avaya Certified Support Specialist - Avaya Aura Call Center Elite (ACSS) Certification Exam 79 Exam time Hints for managing tenseness 79 Exam Preparation Tips 81 Examination hints 86 Preparing for an Essay Exam 88 Multiple Choice examination tips 90 Test Taking Strategies 92 Memory Tips and Test Taking Strategies 94 9
10 More Test Taking Strategies 96 Stress Management Test Anxiety 99 Even More Test Taking Strategies 102 Specific Hints for Answering Multiple alternative Questions 103 Taking Tests 104 Before the Test 104 During the test 105 After the test 106 Exam time Hints for result driven studying 106 Glossary
11 Avaya Avaya is a privately held worldwide provider of organization communications and cooperation systems. The international central main office is in Basking Ridge New Jersey United States. The organization supplies contact centers networking routers switches and another networking computer hardware unified communications and video recording products integrated computer hardware and software solutions and services. History In July and August 2000 interviews reported that Avaya Communications would be created on October when the unified communications and phone call centre organizations not right Lucent Technologies Inc. or Lucent enterprises. The spun off of Avaya with 34,000 employees also received $ 400 million in capital upper case from Warburg Pincus. 2 Henry Schacht became the committee having supervisory powers chairman and the first CEO was Don Peterson who was promoted from the CFO situation of Lucent. 3 Avaya had a stock sign of AV and debuted at $ 20 a divide. 4 Since 2001 the organization has sold and acquired many businesses to support its nowadays ware set Vista VPNet. Quintus Routescience Nimcat Networks Spectel Ubiquity Software and Traverse Networks. Sales via channels have grown from 98 without deviation or interruption to 50 alternative channels. In 2003 Avaya sold its cabling unit to CommScope for $ 263 million to focus on its phone gear mechanism and services organizations. 5 In 2004 Avaya expanded in Europe via a $ 370 million possession of Tenovis and in Asia via a most fixed charge for borrowing money in Tata Telecom presently Avaya Global Connect. 6 In 2006 Louis D Ambrosio took over as the CEO and chair of Avaya. 7 and on Jan they announced the possession of Ubiquity Software Corporation for $ 144 million. Ubiquity develops SIP end client applications. Going personal 11
12 October Avaya was acquired by two personal equity firms TPG Capital and Silver Lake Partners for $ 8. 2 billion. 8 As a outcome of this commercial dealing Avaya became a privately held organization no longer traded on any stock commercial. On November the firms completed their acquire out and Avaya shareholders received $ per divide of owned ordinary stock. In 2008 it had approximately 17,500 employees 40 of whom are located outdoors the US. Avaya s worldwide central main office are located in Basking Ridge New Jersey with Kevin J. Kennedy appointed as its Chief Executive Officer. Nortel possession On Sep Avaya was announced as the victor for the Nortel Enterprise administrative unit cut rate sales event. Avaya successfully bid $ 900M for Nortel Enterprise. 9 On Dec Avaya and Nortel officially unopen the cut rate sales event to make Avaya with a entire of about 21,000 employees. 10 Then on March Avaya renewed the LG Nortel relation to continue Avaya Data Solutions sales into Korea. 11 Western Electric roots Since Avaya is a organization spun off from Lucent Technologies itself a spinoff of AT T Avaya continues to exchange for money and support well also known telephone set models for organizations that were made well-known in the heyday of the Bell System including the 2554 architectural partition phone and the 2500 series desk phone both well-known Western Electric models. 12 Avaya telephone set production at the Shreveport Works a former Western Electric remunerate phone industrial factory ceased in All of Avaya s telephones are made outdoors the U. S. by agreement manufacturers such as Celestica. Much of Avaya s ware and client set today can be traced reverse to its AT T legacy where it formed portion of AT T Network Systems being here At the begin of 2011 Avaya acquired Konftel a organization founded in 1988 and headquartered in Sweden to spread extend in one or more spread its audio capabilities with the OmniSound system. 12
13 14 Then in June 2011 Avaya filed with the SEC to lift up to $ 1 billion in an first not private offering. 15 On October Avaya reported that it was acquiring Sipera Systems for its meeting boundary delimitation controller SBC functionality and UC security applications. 16 On October it was reported that Avaya is buying Aurix. 17 Avaya has been named the functionary telecommunication equipment supplier for the 2014 Sochi Olympics. 18 Corporate intelligence Avaya s central main office are located at 211 Mt. Airy Road Basking Ridge New Jersey United States only off interstate 287. The organization has offices located in over 145 countries earth wide. 19 Market situation Avaya is recognized by industry and engineering experts as a earth person who rules or guides or inspires others in the following areas Unified Communications and Enterprise Telephony 20 Contact Center 21 Enterprise messaging 22 Range audio conferencing 23 Hardware maintenance 24 Gartner places Avaya in the Leaders quadrant because of its all including vivid mental image and its possibilities to implement these Leaders Quadrant in the Gartner Magic Quadrant for Corporate Telephony worldwide in Leaders Quadrant in the Gartner Magic Quadrant for Contact Center Infrastructure Worldwide Sponsorship Bell Canada BCE using Avaya s computer hardware was the functionary Converged 10 Gigabit Ethernet net provider for the 2010 Winter Olympics. 27 Avaya was the functionary Converged Communications Provider for the 2006 FIFA World Cup. It also previously provided the communications networks for the 2002 FIFA World Cup and the FIFA Women s World Cup in Avaya Professional Credentials 13
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