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Exam Number : 922-102
Exam Name : Nortel Converged Office for CS 1000 Rls. 5.x Configuration
Vendor Name : Nortel
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Nortel Converged test Questions

From crisis to Convergence | 922-102 braindumps and Latest Questions

Human crises existing satisfactory challenges devoid of an antiquated mobilephone gadget it truly is unreliable and very nearly unmanageable. A fundamental Voice over information superhighway Protocol (VoIP) implementation eradicated this difficulty for Michigan’s department of Human services while laying the groundwork for next-generation converged applications.

With the historic Time Division Multiplexing infrastructure largely beyond fix, DHS became to VoIP, zipped via a 30-day assessment of three leading options, and mapped out a 5-month rollout of Cisco’s IP telephony across seventy seven websites. directly discovering that smaller steps make for a smoother migration, DHS deserted this site-per-day schedule and made certain users at each and every place were seated securely on the VoIP bandwagon earlier than relocating on to the next web site.

This persistence paid off in fewer support desk calls and improved person satisfaction as it helped streamline communique with colleagues and repair recipients. next-technology functions will must stay up for migration to DHS’s closing sites; meanwhile, users are learning new capabilities each day.

past restoration

Like many geographically dispersed organizations within the pre-convergence period, Michigan’s department of Human functions had accrued an incompatible hodgepodge of voice technologies, together with inner most branch change structures, small key techniques and Centrex provider. conserving the ageing device was increasingly inefficient and high priced; some of it was not supported through producers.

With such antiquated voice know-how, redundant configurations have been either impossible or too costly to think about, so crucial services akin to 24-hour disaster hotlines had no fall-returned alternatives in the experience of device failures. The historical infrastructure became also hampering the evolution of a mobile and site-unbiased staff.

In early 2004, the Michigan IT executive Council began taking a look at VoIP as a probable answer. Voice conversation is exceptionally critical in human functions, and in October 2005, DHS — the state’s 2nd-biggest company — become chosen because the initial migration target. the full budget for the first stage, which would migrate 77 of the company’s 148 sites, became $4.three million.

“short term, DHS wanted to replace the antiquated systems, centralize and standardize voice features, and avoid wasting money,” says Patrick Hale, Michigan’s director for infrastructure capabilities. “long term, the intention was to create a foundation for subsequent-technology telephony functions and applications.”

determining a Platform

To choose the optimal VoIP answer, the convergence team selected a bake-off among three leading IP telephony vendors whose items already figured heavily in Michigan’s legacy voice and statistics infrastructure. They piloted Avaya, Cisco and Nortel systems one at a time at three distinctive sites.

One disadvantage of those short 30-day pilots turned into their standalone nature: as a result of each ambiance turned into self-contained, the IT group changed into unable to look at various huge enviornment community capabilities. in its place, the personnel had to consider such capabilities on paper or accept seller- provided counsel.

IT polled users and managers on the end of the pilot duration. The consequences showed all three options labored neatly with the underlying IP data community and there became good installing guide from all three carriers. despite the fact, the tipping element changed into how the end clients skilled them up close and personal.

“We paid lots of consideration to the personnel participating in the pilots,” says Ruth Goldman, the telecommunications supervisor for DHS. Cisco obtained the maximum ease-of-use ratings, and clients had been in particular enthusiastic in regards to the design and tactile features of the physical IP mobilephone sets.

DHS bought 6,539 of the IP phones, along with four Unified Communications manager servers, one Contact core server, five unity voice-mail servers, and 78 built-in provider routers.

Timetable Stretches to nine Months

in an effort to contain mission cost overruns, DHS at the beginning planned an aggressive 5-month rollout. The time table called for one site migration per day once the installing of core capabilities became comprehensive.

“Migrating 7,000-plus pcs in 5 months become manner too aggressive,” recalls Hale. “You simplest get one opportunity to make an outstanding first impression, and we didn’t are looking to have people pondering this technology is tricky or hard to make use of.”

Adjusting all of the local methods to healthy one typical changed into a bigger problem than the IT team had expected. One obstacle that obligatory to be overcome was incorporating DHS’s unique voice standards into the Cisco platform.

“We couldn’t use a cookie-cutter strategy as a result of each workplace had its personal nuances, and all these customizations created lots of extra work,” Goldman says. The rollout become moved to a 9-month timeframe and morphed without delay from a common records technology implementation assignment to a uniquely designed voice administration task. Some company alternate turned into integral at many of the sites, and the IT team needed to do a lot more hand-conserving than they at the beginning predicted.

For the first part, mission planning all started in March 2006 with the crucial CallManagers put in between may and June 2006. The gadget rollout begun on July 1, 2006, and changed into accomplished in March 2007. Migration of DHS’s remaining sites awaits additional budget allocations in 2008 and 2009.

Rollout results

One unpleasant surprise of the DHS rollout turned into the need to change some 20-amp electrical shops with 30-amp single-part twist lock shops. What’s more, two sites needed to be rewired because they nevertheless had category 3 wiring.

“We weren’t anticipating that, and we had to postpone the setting up at that site and rewire,” says Jack Harris, director of telecommunication for Michigan’s IT department. “Doing a physical stock can get you ninety p.c of how there, however you are nonetheless going to omit some issues. You want a flexible approach to your venture that allows you to move issues round as you go.”

At each stage of the mission, IT worked to build consensus by means of involving the users. “government help is all neatly and good, however you need the guide of people who're answerable for issues on the native places of work,” Goldman says. “in any other case which you could get caught on menu selections and other simple choices continuously.”

The Michigan crew additionally took person practicing severely and convened formal sessions conducted by way of knowledgeable trainers. The technical people stayed onsite for the first few days to container questions from clients and unravel complications. Hale estimates that this strategy decreased the number of aid desk calls resulting from the rollout by way of 60 percent to 70 p.c. The group extra minimized the expertise aid desk burden through the use of a committed VoIP support desk with its own phone quantity.

“customer service is terribly crucial because you don’t desire your users to have an preliminary VoIP journey this is terrible,” Hale says. “Your americans deserve to drop everything and fix person issues as quickly as feasible.”

in a similar way, all of the new reporting capabilities are a huge plus. IT workforce can computer screen utilization records on its 24-hour hotline to count number the number of incoming calls, the variety of abandoned calls, the typical queue time, agent status, and other metrics. DHS is the usage of such information from computerized name distributors at three areas to develop formulas for staffing requirements and goal the ultimate times to have group of workers obtainable for handling calls.

Return-on-investment numbers for the initial part of the VoIP migration aren't going to be obtainable for at the least a yr. despite the fact, the group is confident that the Cisco VoIP answer is at worst no greater expensive than installing updated Time Division Multiplexing gadget would were. it's likely generating some savings. more essential, it provides a groundwork for next-technology converged purposes that point Division Multiplexing structures don't, no count number how new they are.

“On paper, the installation of [primary rate interface] trunking at most of the DHS websites confirmed colossal rate reductions to the state over the expensive Centrex systems or the cost for incoming/outgoing trunks,” says Goldman. “We additionally reduced our telecommunications repairs price range by more than 50 %.”

DHS at a glance

The department of Human features is Michigan’s 2d-biggest state company with practically 10,000 personnel. equipped below the tenets of the state Social Welfare Act, it administers a $four billion-plus annual budget.

besides the money tips classes, the branch administers infant and adult defensive features, foster care, adoptions, juvenile justice, domestic violence classes and baby assist programs. It licenses grownup foster care, baby day care and infant welfare facilities. Its workforce serves 1.5 million scientific suggestions situations and 1.2 million money and meals suggestions instances statewide.

classes realized

delivery with a radical community infrastructure and facilities assessment. predict to leave out a number of things and be prepared to cope with them.

be sure there's adequate port means on each and every records switch to accommodate the voice traffic being introduced, and retire old-fashioned models.

pick out a statewide dialing plan. Extension-simplest dialing may additionally now not be the ideal technique to accommodate future requirements.

select one vicinity for the core call managers and a second website for a redundant gadget to be sure one hundred percent availability.

Some application issues are inevitable, so establish a distinct aid desk hotline from the outset.

supply users formal working towards and retain technical americans onsite for the primary few days.

Use a technical SWAT group to triage problems and unravel issues directly.

Streamlining purposes and functions

little ones’s shielding features of Wayne County experienced essentially the most tangible, instant improvement of the VoIP migration on the Michigan department of Human features. The inherently dispensed technology afforded a degree of redundancy and catastrophe recuperation capabilities that was no longer viable with the old Time Division Multiplexing infrastructure.

because of VoIP, the branch can relaxation assured that its hotline truly is obtainable 24 hours a day. in other places, voice mail has been centralized and integrated with the mobile device, and personnel across the agency are having fun with more advantageous functions and streamlined workflow.

“I recognize the brand new system,” says Jan Baszler, DHS director for Clinton County and Gratiot County, who calls the VoIP system “very customer pleasant.” She divides her time between workplaces within the two counties, and the VoIP system immediately locates and routes incoming calls to her. Callers don’t have to determine which office to call, and intercounty calls stay away from toll prices through touring throughout the wide enviornment network.

personnel in one county can attain colleagues within the different by effectively dialing their five-digit extensions. they can also make outgoing calls on a virtual line for the far flung workplace, with no trouble inheriting the contrary county’s native dialing radius.

“As a dual-county director, I take care of concerns that need attention the day they turn up,” Baszler says. The VoIP system permits her to behavior such enterprise “instantly and with out a extra price. I admire that, as does my budget.”

Personnel across the agency are enjoying streamlined and enhanced voice-mail functions now that voice mail has been centralized and integrated with the mobilephone gadget. Going ahead, videophones seem to be feasible, and the agency is given that their deployment for foster care stories when the price range allows for.

while the preliminary focal point is on rolling out fundamental IP telephony, the leading intent was to create a basis Michigan might construct on in the future. DHS is transitioning to a philosophy of putting team of workers the place the consumers are — reminiscent of on tribal land within the state — and desires an infrastructure that helps this vision of a mobile, place-unbiased personnel. Future plans will consist of consolidation of different quite a lot of departmental structures onto the VoIP platform.

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Nortel 922-102 : Nortel Converged Office for CS 1000 Rls. 5.x Configuration Exam

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