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Nortel 922-098 : Communication Server 1000 Rls.5.0 Troubleshooting Exam

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Exam Number : 922-098
Exam Name : Communication Server 1000 Rls.5.0 Troubleshooting
Vendor Name : Nortel
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Nortel 1000 guide

TMC Labs Innovation Awards 2006: part II | 922-098 test Questions and PDF Download

The TMC Labs Innovation Awards are actually in their seventh yr, and nevertheless TMC Labs is amazed at the persistent innovation being dropped at market in the contact center area to enhance working towards, increase morale, in the reduction of turnover, increase efficiency and in the reduction of infrastructure utility and hardware prices. The TMC Labs Innovation Award’s sole purpose is to distinguish products and features which have wonderful facets and that often support to carve out a new market area of interest or birth a fashion. This award is additionally about recognizing products and services with artistic and groundbreaking points their opponents’ solutions frequently lack.

TMC Labs researched every of the applications and finally arrived at their winners’ checklist. These winners were published in two ingredients with a view to accommodate their in-depth write-united statesfor the winning options. part one of the crucial winners’ list was highlighted within the September 2006 concern of consumer [email protected] options. Congratulations to all of the winners.

MitelMitel customer interplay Solutionshttp://www.mitel.com

Mitel’s (news - alert) client interplay options portfolio is unique in its capacity to goal the business and the small enterprise contact centers, scaling from 5 to hundreds of agent seats. the brand new providing provides groups of any measurement with the pliability to put in force a contact middle solution for their wonderful provider requirements. The Mitel customer interaction options portfolio is a twotiered providing that encompasses the Contact middle business version and speak to core business edition.

the new points of the Contact core business version assist all forms of communication together with voice, email, net chat and fax. This scalable, resilient answer combines mighty communications structures, computerized name distribution (ACD) and a modular suite of feature-prosperous, Webbased purposes for streamlining contact center administration and enabling advanced multimedia client transactions.

Developed for particular person contact centers with 25 brokers or much less, the Contact middle company version is a cost-effective, out-of-the-box answer that allows purchasers to selected from a couple of purposes in Mitel’s contact center portfolio together with historical reporting, true-time monitoring, dynamic agent and queue control, monitor pops and clever messaging. The business version can scale up to fit the needs of any measurement business.

The client interaction options portfolio is just about a “contact core in a field.” It offers a very bundled solution that contains integrated multimedia routing, ancient and realtime reporting, integrated forecasting, built-in staff management, integrated name accounting and built-in intelligent announcements: expected wait time, auto-attendant, reveal-pop of CRM and greater. This platform avoids “facts silos” (different databases for distinctive items) through a single, industrial-electricity SQL database.

customer interaction options became developed with .internet 2.0 and is the primary to supply tender mobile know-how with ACD performance and up-entrance advanced routing in accordance with business intelligence which is “fed” by the CRM database.

The blanketed smooth cell facets monitor-pop, actual-time presence and superior name control. The smooth mobile additionally aspects a while-saving features together with velocity dial, pre-programmed name ahead destinations, a customizable consumer interface and sounds for mobile activities. that you can additionally select from a listing of pre-configured account codes, contacts, a listing of preconfigured “make busy” intent codes and quick key programming. The ACD tender telephone helps first-contact decision by means of enabling brokers to keep away from blind transfers by using transferring calls without delay to accessible brokers they view in real time, thereby reducing instances of consumers having to repeat requests in a single name.

From the real-time screens that monitor calls in queue, which you can readily drag a call on the screen and circulate that call to an alternate queue, a function that TMC Labs found to be quite pleasing. moreover, that you can appropriate-click on the call to transfer it to a further extension (and even to your self). moreover, the platform can identify your most critical valued clientele and have them routed automatically to an agent.

All in all, the solution presents a superb collection of features and, in keeping with Mitel, customer interaction options is the most most economical solution in its class.

Nexidia Inc.business Speech Intelligence 6.0http://www.nexidia.com

Nexidia (news - alert) business Speech Intelligence (ESI) 6.0 provides a scalable speech analytics solution the usage of a phonetic search engine that enables purchasers to extract actionable advantage from recorded audio assets. it is an outstanding solution to mine audio content material and deliver critical talents and intelligence to both industrial and govt businesses.

Nexidia’s core Phonetic Search Engine is an open-methods vocabulary retrieval gadget that both reduces the time and raises the accuracy of searches towards huge collections of recorded speech. pleasing to Nexidia is that all the way through the ingest system, audio files are marked in phonemes, the smallest unit of human speech. The Nexidia server ingests audio info to create a .PAT file (phonetic audio music), for that reason marking the audio data so that they can be rendered phonetically searchable. Search phrases and queries are created and utilized against these .PAT information. The outcomes of those searches and queries are then compiled and generated into dashboards, charts, trending and evaluation reviews. using the Nexidia Replay function, these audio info can be played lower back and additional searched, enabling the business to drill down into the intelligence contained within the recorded audio content material, producing extra in-depth analysis.

ESI 6.0 ensures correct results via presenting language fashions knowledgeable on a wide variety of accents and dialects. Nexidia states that, in comparison to natural speech-to-text models which are heavily dependent on dictionaries, ESI 6.0’s phonetic strategy provides a dramatically extra correct search analysis on all recorded audio. the quest and question functionality purchasable through ESI 6.0 no longer best finds phrases and phrases, but to be sure relevance, finds them in proximity to other content material, therefore producing greater imperative results. The audio can automatically be played and the result will also be listened to within the context of the usual file.

Nexidia’s phonetic search engine (PSE) is the handiest expertise that makes it possible for audio-video search through the use of phonemes. This makes it possible for the user to look on appropriate names, areas, business terms and jargon with out extensive practising and dictionaries. This effective phonetic search engine provides primary data from each poorquality audio, such as cell phones, and great sources, reminiscent of broadcast audio, and helps all audio variances, equivalent to speaker’s age, gender, accent, language and dialect. Searches the usage of phoneme trial matching are done on all words and phrases together with blended words, appropriate names, slang, code words, nonstandard grammar patterns and advert-hoc use of different languages.

Nexidia’s know-how is terribly speedy, indexing recorded audio at a pace sixty three times sooner than the spoken word, growing manageable, within your means options that make giant volumes of audio searchable. Nexidia can render audio searchable with greatly less hardware than other applied sciences.

Nexidia ESI can even be delivered as an on-demand service. Nexidia’s OnDemand managed provider offering gives agencies with the capacity to leverage Nexidia’s at ease infrastructure to upload recorded audio for analysis and reporting by means of an ondemand portal.

NortelNortel Contact middle 6.0http://www.nortel.com

Nortel (quote - information - alert) Contact core 6.0 (NCC 6.0) combines a few products in the Nortel Symposium household, allowing groups to faucet into the energy of precise-time multimedia collaboration using any machine. NCC 6.0 is scalable and helps industry requisites such as SIP, however more important, it's modular so it has all of the benefits of an all-in-one answer whereas permitting consumers to buy simply what they want.

Nortel Contact core is more straightforward to deploy and adapt, enormously lowering lifetime costs. additionally, NCC 6.0 brings together contact core, selfservice, unified messaging and multimedia collaboration into a native SIPenabled modular suite referred to as Nortel functions middle.

Nortel claims that NCC, prior to now referred to as Symposium call center Server, become the first contact center product globally to offer advantage-based routing in its place of ACD. They also declare that Nortel Contact center 6.0 is the first contact center to provide native SIP connectivity. Nortel Contact core 6.0 is an open, standardsbased solution that uses standards like SIP and VoiceXML where purchasable, and also makes use of industry tools such as the .internet framework. as an example, Nortel communique handle Toolkit, the next-era CTI capacity which is critical to Nortel Contact core, reduces application integration time and costs with a well-recognized set of equipment. The report technology Wizard lets clients straight away generate custom reports with out requiring database expertise.

NCC 6 is extraordinarily scalable. A single node center can expand to a highest of three,350 concurrent lively agents, tackle 66,000 calls per hour, support 1,000 skill sets with one hundred active ability sets per agent, and can develop to a digital contact middle that comprises 30 nodes for a hundred,000 brokers total. additionally, NCC 6 integrates seamlessly with Nortel Contact Recording and Nortel fine Monitoring, two key accessories of any contact middle. like all Nortel options, these are infrastructure- impartial, working in an IP, TDM or a hybrid network. Nortel Contact middle additionally works seamlessly with the full latitude of Nortel speech and self-provider options, applications and functions. for instance, a company-vast licensing model capability purchasers can installation software license potential where it makes sense for enterprise continuity and lower cost of possession.

PegasystemsPega consumer technique Managerhttp://www.pega.com

Pegasystems’ (news - alert) client system supervisor is a CRM utility that delivers gold standard-follow strategies for client provider, revenue and advertising. Pega consumer procedure manager gives a powerful mixture of guidelines and technique management capabilities that permit agencies to unify their company dreams with their programs and operations.

Pegasystems has pointed out that it provides the most effective CRM answer this is built on a unified business technique administration (BPM) and company rules platform. because of this “sensible” BPM foundation, the system can intelligently combine utility services, simple business records and human tasks into efficient, streamlined customercentric tactics, and establishes and enforces complex sets of rules that govern application habits and drive choice-making. These capabilities make complex CRM projects easy to coordinate, tune and analyze.

sophisticated work management functions facilitate advanced routing, escalation and prioritization of labor. With this platform, agencies can obtain intelligent customer interactions that pressure profitability and build loyalty in addition to perform one-anddone method automation that improves productiveness and reduces charges.

among the many intelligent interplay management features are predictive servicing capabilities that use true-time choices to dynamically alternate business procedures in response to enterprise intent and business expertise, taking the guesswork out of managing customer relationships. The answer also aspects function-based and context-certain reveal flows and dialog scripts to ebook users through each client interaction and confirm consistency and high-quality. A dynamic person interface items client statistics handiest when and the place the information is needed, reducing training time and enhancing productiveness. The platform also elements actual-time analytics to supply perception into key performance symptoms. organizations are capable of right now respond to alterations in enterprise pursuits and might all of a sudden set up new CRM initiatives, measure their effectiveness and refine their processes always for accelerated agility and return on funding.

customers have performed measurable cost for their funding, together with more desirable customer retention prices by using 50 %, more desirable first-call/contact decision via 50 percent, reduced handle time via 80 percent, decreased manual steps with the aid of 60 percent, expanded crosssell/ upsell shut fees through 100%, greater time-to-market for brand new items and capabilities by means of 50 % and decreased user working towards time by 50 %.

RightNow Technologieshttp://www.rightnow.comRightNow 8

RightNow eight is the latest unencumber of RightNow technologies’ (news - alert) flagship CRM answer. The hosted, ondemand solution optimizes the consumer adventure through providing “abilities at the factor of action” (or “KAPA”) throughout an organization’s frontline advertising, sales and service touch points. by means of guaranteeing that valued clientele and group of workers have the assistance they want after they need it, RightNow eight can generate big charge reductions.

RightNow eight focuses on shoppers via the beginning of advantage to frontline, client-dealing with group of workers to enable smarter, sooner and extra customerdriven behaviors throughout the business. according to RightNow, “the focus on KAPA throughout the frontline differentiates RightNow’s price proposition from everyday CRM, which has traditionally been limited to slender enterprise challenges reminiscent of revenue automation or lower back-workplace market analytics.”

RightNow 8 incorporates three leading modules: advertising and marketing, sales and service. RightNow eight advertising makes it possible for advertising teams to promptly design and execute multi-stage campaigns and carefully music their results. New aspects in the latest edition encompass support for extra granular segmentation, a document repository that simplifies administration of content throughout all crusade-related activities, and stronger Microsoft Outlook integration. RightNow eight income makes it possible for income groups to effectively and successfully convert leads and alternatives into sales. It provides finished revenue productiveness tools, pipeline management and reporting capabilities required to maximize crew performance. New elements within the latest version consist of better quote/inspiration generation, differentiated workflow for unqualified leads versus certified alternatives, and stronger aid for cellular Blackberry clients. RightNow eight carrier allows for contact facilities to deliver a continuously sophisticated provider experience throughout all verbal exchange channels and to extensively cut back operational expenses. New points within the latest version include multiplied search parameters, superior workflow design equipment and superior role-selected customization capabilities.

It additionally has modules for surveys in addition to reporting and analysis. RightNow 8 Analytics gives incredibly robust tools for brief and easy creation of completely customized reports and dashboards. RightNow eight Surveys makes it effortless to design, distribute and analyze the results of refined surveys and contain the effects of these surveys into valued clientele’ statistics.

one of the vital enjoyable elements is the solution’s subtle drag-anddrop interface customization capabilities, which is anything you typically see in consumer premise software — no longer inside an on-demand ambiance. The ability to combine-and-healthy performance throughout accessories in a single console permits for “blended” roles corresponding to inbound customer carrier representatives who can also execute upsell/cross-sell transactions.

salesforce.com, inc.AppExchangehttp://www.salesforce.com

salesforce.com (quote - information - alert) is general for its on-demand CRM utility. The business has now developed an entire on-demand infrastructure on which organisations can run their whole company. It’s known as AppExchange. With AppExchange, any enterprise can manipulate and share assistance across their company. AppExchange OS, salesforce.com’s new on-demand operating system, allows groups to manage and share CRM and customized business functions in a single ambiance — with one information mannequin, one sharing mannequin and one person interface. equipment are available to build it your self, otherwise you can browse the AppExchange directory for communitybuilt, installation-with-a-click on apps ranging from fee administration to procuring to recruiting.

AppExchange lowers the boundaries for builders to construct and distribute their own on-demand purposes to the starting to be, international salesforce.com client base. With the equipment obtainable on the AppExchange platform, even those companies with out software building capabilities can without difficulty construct, keep and share their on-demand purposes. salesforce.com leverages the latest web development tools, akin to AJAX, personal home page and Ruby on Rails, providing the salesforce.com community with tools to create new improvements akin to commercial enterprise “mash-ups” with different enterprise functions and regular customer internet services.

AppExchange comprises incredible customization and integration toolkits, enabling practically anyone to conveniently tailor the salesforce.com CRM application or build thoroughly new on-demand functions. users can also instantly build integrations between salesforce.com and legacy purposes or construct extra advanced new purposes with AppExchange API, salesforce.com’s web service architecture. in response to salesforce.com, the AppExchange API is among the most successful business internet services APIs, dealing with greater than 45 percent of salesforce.com’s 2.6 billion transactions. Salesforce.com stated, “through proposing these equipment to the greater than 15,000 builders in the AppExchange developer network, salesforce.com is extending the creativity this is common on the customer net to corporations for the first time. New ondemand purposes ranging from human components, finance and felony operations can also be effortlessly developed, saved and shared on the AppExchange.”

Spanlink CommunicationsSpanlink great Managementhttp://www.spanlink.com

Spanlink (information - alert) first-class management is a quality monitoring gadget that captures each voice and screen endeavor for with no trouble evaluating and improving agent efficiency. In a distinct manner, Spanlink exceptional administration software makes use of the processing vigor of the agent’s computer to list and technique the voice and monitor transactions for efficiency contrast or compliance. This edgeoriented application structure minimizes hardware and bandwidth utilization in a distributed or virtual ambiance and adds more scalability. as soon as the transactions are recorded, supervisors can overview and score the transactions in opposition t key performance metrics, which drives initiatives for fine advancements and training.

Spanlink high-quality management is the primary compliance recording and exceptional management product to be “edgearchitected” for allotted/digital environments. area architecture has a few key advantages, including more reputable gadget efficiency (decreased server bloat, smarter network utilization, expanded system capability and decreased capital and operating fee).

Spanlink fine management turned into designed to tackle dispensed or digital contact center environments and might effectively deliver the points they want for voice/monitor recording, comparison and practicing. Spanlink first-rate management is a part of a full suite of items built for VoIP, including agent productivity/laptop tools, supervisor KPI administration and collaboration equipment, workforce optimization, self-provider and answer management tools.

because of the architecture, Spanlink fine administration is awfully positive for actual-time evaluation and analytics. It integrates tightly within the supervisor desktop to supply convenient access to collaboration equipment for coaching, contrast and working towards, which is specifically a good idea in multisite deployments the place evaluators and agents can also not be collocated.

The SAVO GroupSales Asset Managerhttp://www.savogroup.com

The goal of The SAVO community (information - alert) is to make use of technology to enrich earnings drive execution via greater constant beginning of the correct messages and making the strongest selling substances purchasable in precise time. With an creative software designed for the front-line salesperson, The SAVO neighborhood offers hosted, ondemand revenue enablement options to purchasers in the fiscal features, company capabilities, high tech and healthcare industries, amongst others.

SAVO’s income Asset supervisor (SAM) is an on-demand software that makes it possible for salespeople to right now identify probably the most advantageous “income belongings” (shows, documents, coaching aids, inner resources, etc.) in keeping with a given revenue circumstance (client profile, solution, revenue stage, methodology, competitive landscape, etc.). through an automatic survey of central criteria, SAM proactively recommends probably the most appropriate earnings assets and leverages the standards to make pass-selling suggestions early within the earnings system — a crucial element in successful solution selling. If crucial, salespeople may also then all of a sudden customise sales assets while adhering to company necessities for fine and consistency. SAVO’s know-how leverages a 100 percent internet-based, multitenant, on-demand architecture. SAM is constructed absolutely on .web and is absolutely internet servicescompliant. moreover, the latest SAM 5.2 release gives full seamless integration with salesforce.com.

based on The SAVO community, “while counsel techniques have all the time existed in the marketplace in some form or yet another to shop property, these systems have grew to become into dumping grounds for old-fashioned messaging and materials. This effects in users wasting numerous hours attempting to find upto- date, critical substances, after which reducing and pasting them to fit their needs.” SAM, however, leverages a “push” mannequin for content material start in place of the legacy “pull” mannequin integrated by using many competing solutions. in accordance with The SAVO group, “as opposed to forcing salespeople to go on an “archeological dig” every time they need the latest government presentation, case look at or coaching document, SAM proactively recommends the ultimate revenue assets based on the promoting situation. simply brought up, their philosophy is ‘cease shopping, birth promoting.’”

advertising and product management groups leverage SAM to create, publish, maintain and analyze revenue belongings. by using an intuitive user interface, content material house owners can effectively monitor revenue assets, make modifications, define new suggestions and put up updated messaging instantly and with no intervention from IT. via embedded analytics, advertising and marketing can immediately check which property get used by means of the revenue company and wherein selling situations. This actual-time visibility drives ongoing growth of the revenue belongings, extra maximizing income effectiveness and marketing return on funding (ROI).

Toshiba TelecommunicationSystems DivisionStrata ACD call core Solutionhttp://www.toshiba.com

Toshiba’s (news - alert) Strata ACD is an IP name core solution designed for small to medium-sized organizations or greater company users with numerous websites. The Stata ACD is compatible with Toshiba’s Strata CIX IP household of business communication solutions. Toshiba’s Media utility Server is likely one of the first to use Host Media Processor (HMP) technology elements as a substitute for Intel Dialogic boards within the server. HMP doesn't require card slots, making the server more compact and greater competitively priced.

The Strata ACD is additionally the first and simplest to take advantage of Toshiba’s FeatureFlex adaptability tool, which allows users to customize their personal individual points to assist them be extra productive with their communications solution. FeatureFlex makes the resources of the gadget available to create new or blended elements and functions. It makes it possible for businesses to create consumer-definable facets companywide, via department, or for individual clients. For a name middle, it allows the device to be related to effective tips components, such as inventory, transport, again-workplace guidance, and many others. it could possibly also connect to online information corresponding to weather, inventory tickers, etc.

There are a few FeatureFlex modules accessible. A one-quantity access “find-me” feature lets callers easily find you. a captivating call screening characteristic enables clients to install separate lists so incoming calls are routed in keeping with their rating. as an instance, incoming calls from “friends” are at all times routed via, whereas calls from “foes” go at once into voice mail. name computer screen is a “pay attention in” function that allows clients to hearken to voice messages as they're being recorded and pull the name out of voice mail, changing it to a are living call. name return is a pleasant usability feature that makes it possible for clients to listen to voice mails in queue, return calls as they take heed to calls and return to the next voice message in queue, all in the equal cell name.

The Strata ACD and reporting applications reside on the Strata Media software Server (MAS), with autoattendant, voice mail, unified messaging, video conferencing and collaboration and a lot of other purposes, making it a extremely low cost add-on given that it shares the hardware platform.

Strata ACD is compatible with all Strata CIX techniques, making the CIX100 with Strata ACD budget friendly for small applications. it will possibly even be networked throughout assorted Strata CIX techniques, enabling for use in larger call centers. Toshiba’s Strata ACD is an IP solution that works with Toshiba’s IP telephones over Toshiba’s Strata CIX IP business conversation solution. it may possibly also be converged to add Toshiba’s digital telephones.

Verint systems Inc.IntelliQualityhttp://www.verint.com

(news - alert) extremely IntelliQuality is an enterprise pleasant monitoring (QM) solution that is the first QM tool to leverage multiple refined analytics technologies to create what Verint calls a “concentrated exceptional monitoring procedure.” concentrated quality monitoring contains the use of analytics to intelligently address volumes of information in a fast and effective method through looking for developments within the statistics that can find prior to now unknown actionable intelligence. through combining speech, screen and records analytics into one QM solution, IntelliQuality identifies the calls that depend most, allows extra efficient and in-depth evaluation and generates actionable intelligence that the contact middle and the enterprise can use to enhance key strategic areas. in accordance with Verint, “by improving agent performance while concurrently extending the benefits of first-rate monitoring beyond the contact center, organizations are in a position to achieve an improved return on funding (ROI) from their QM initiatives.”

IntelliQuality’s embedded analytics instantly categorize and push the most crucial calls to a sensible Inbox for evaluation by means of a collection of focused delivery rules. Leveraging Verint’s IntelliFind speech awareness expertise, calls are pushed to the supervisor inbox in line with spoken dialog equivalent to client complaints or firstcall decision. Verint IntelliScreen gives you calls to the supervisor inbox in response to agent desktop application undertaking. furthermore, IntelliQuality seamlessly integrates with CTI activities. for example, if the supervisor is drawn to evaluating calls between two to 4 minutes with more than 50 seconds of cling time, they could set a rule in IntelliQuality to have a trial of interactions within these parameters dropped at their inbox automatically.

Verint is a rare enterprise that has the technical recognize-how to combine speech, screen and records analytics applied sciences to supply a complete fine monitoring answer. Verint additionally leveraged their knowing of how contact middle managers and exceptional authorities operate to create an evaluator workspace this is conducive to effectivity. IntelliQuality’s multimedia types workspace allows for nice supervisors to evaluation synchronized voice and laptop pastime and fill out assessment varieties in a single place. These customized assessment kinds feature standard navigation and advanced equipment comparable to a multi-language spellchecker to make filling out varieties quickly and easy.

via its integration with IntelliMiner, IntelliQuality can also assist immediately calibrate supervisors across the contact middle. by using examining all evaluated calls, the deviations between all calls and specific instances such as time of day or individual supervisor will also be automatically recognized and introduced. for example, if contacts evaluated by way of a specific supervisor are scored greater constantly, the platform can establish this trend.


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