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Vendor Name : Avaya
Exam Code : 3312
Exam Name : Avaya Aura Contact Center Administration Exam
Questions and Answers : 66 Q & A
Updated On : April 25, 2019
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Avaya 3312 Exam (Avaya Aura Contact Center Administration Exam) Detailed Information

Credentials & Certifications
Sharpen Your Technical Skills—Get Certified on Avaya Solutions
Professional Credentials and Technical Certifications
For every level of knowledge and expertise, Avaya certification programs can enhance your ability to effectively deploy and use Avaya communications applications and technology.
Programs are available by area of focus and for different skill levels. Courses include rigorous study and hands-on learning, complimented by a blend of online tests and proctored exams to validate your competencies. Certifications require passing scores on all examinations.
Maintain Your Market Edge
The skills and knowledge you demonstrate through certification can help you make an immediate impact on current projects. Plus, you gain resume-worthy, career-building skills. You’ll be better able to sell, design, implement and maintain Avaya Solutions while teaching others new skills along the way. Certification shows you are motivated, experienced, and committed to achieve excellence in your field. Avaya Professional Credentials and Certifications are recognized across the globe.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and skills to successfully sell, design, implement, and maintain Avaya products and solutions that exceed customer expectations.
The Avaya Professional Credential Program consists of Sales, Design and Support Credentials and distinguishes between Solution Credentials and Product specific Credentials.
To learn more about the Program select the individual graphics above or the workbook tabs.
Avaya Professional Credentials and Certifications
The Avaya Professional Credential Program consists of Sales and Services Credentials, and uses a blend of Online Tests and Proctored Exams to validate competencies. Refer to the Avaya Professional Credential Program Overview for details.
In support of the credential program, Avaya Learning offers a wide variety of training content to meet the needs of our Partners, Customers, and Associates.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies upon which the products and solutions are built. Avaya recommends the programs of leading industry players to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School (SSCA).
Avaya Professional Credential Program
Note: Some credentials are available only to Avaya Partners and Avaya Associates. Please
read the following credential descriptions to confirm eligibility.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and
skills to successfully sell, design, implement and maintain Avaya products and solutions that exceed
customer expectations. The Avaya Professional Credential Program currently consists of Sales,
Design, and Services Credentials and distinguishes between Solution Credentials and Product
Specific Credentials.
Sales & Design Credentials
Avaya Engagement Solutions Certifications
Services Credentials
Avaya Engagement Solutions Certifications
ACDS - Avaya Certified Design Specialist
ACSP - Avaya Certified Sales Professional
Avaya Product Professional Credentials
APDS - Avaya Professional Design Specialist
APSS - Avaya Professional Sales Specialist
ACSS - Avaya Certified Solution Specialist
ACIS - Avaya Certified Integration Specialist
Avaya Product Certifications
ACSS - Avaya Certified Support Specialist
ACIS - Avaya Certified Implementation Specialist
Avaya Product Professional Credentials
ASPS - Avaya Support Professional Specialist
AIPS - Avaya Implementation Professional Specialist
Avaya uses a blend of Online Tests and Proctored Exams to validate competencies. Professional Specialist
credentials are awarded based upon passing Online Tests. Certified credentials incorporate Proctored Exams
and Online Tests as a requirement to earn the credential.
For a complete listing of Avaya credentials by product / solution area, please visit the Avaya Professional Credential
Program page on the Avaya Learning Center at
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies
03 October 2016 v1 3
upon which the products and solutions are built. Avaya recommends the programs of leading industry players
to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School
In support of the Credential Program, Avaya Learning offers a wide variety of training content to meet the
needs of our Partners, Customers, and Associates.
Avaya Professional Sales Specialist (APSS)
APSS validates a candidate has a basic-to-intermediary level of knowledge to sell Avaya products and customer focused
An Avaya Professional Sales Specialist understands the competitive global landscape, evaluating customer needs,
identifying and recommending the right Avaya solution and communicating its business value.
APSS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel Partners and
Exception: APSS – Avaya Aura® Application Server 5300 (APSS -1101) remains a one year credential until
further notice.
Avaya Professional Design Specialist (APDS)
APDS validates a candidate has an introductory level of technical proficiency necessary to create specific
designs and build foundational knowledge for solution designs based on the customer requirements.
The Avaya Professional Design Specialist has the skills and knowledge necessary to review a customer’s
current configuration, understand their future needs and design an Avaya solution for today and tomorrow. The
Design Specialist creates architectural designs and migration strategies ensuring both integration to current
networks and future readiness of customer communication solutions.
APDS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Avaya Certified Sales Professional (ACSP) In planning
ACSP validates that the candidate has achieved an advanced understanding of and competence in Avaya
Sales skills and processes for sales strategy and deployment.
Avaya Certified Sales Professional (ACSP) curriculum for Avaya Engagement Solutions captures both the
Avaya Sales approach and the Engagement Solutions for both Avaya Associates and Business Partners.
Building upon the foundation established with the Avaya Professional Sales Specialist (APSS) curriculum,
students completing the ACSP curriculum will be able to sell and position solutions that address the
customer’s issues and objectives.
ACSP Credentials use proctored exams, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Note: The ACSP credentials are currently being planned and not fully released.
03 October 2016 v1 4
Avaya Certified Design Specialist (ACDS)
ACDS validates that the candidate has an intermediary level of technical proficiency necessary to
create specific greenfield, upgrade and migration solution designs based on the customer business
Avaya recognizes that individuals responsible for designing customer solutions demonstrate
advanced Sales Engineering skills and therefore should be distinguished with a credential that
signifies their achievement.
ACDS Credentials use proctored exams and online tests, are valid for 2 years and are reserved
exclusively for Avaya Channel Partners and Associates.
Note: The ACDS portfolio has undergone a major redesign to provide the Avaya Sales Engineer
(SE) community a growth path to mastery in Avaya Engagement Solutions. The ACDS curriculum
for Avaya Engagement Solutions instills a common methodology and approach to solution design
across the entire SE community and builds upon the foundation established with the Avaya
Professional Design Specialist (APDS) curriculum.
Avaya Implementation Professional Specialist (AIPS)
AIPS validates a candidate has achieved an enhanced level of proficiency focused on installing,
configuring, and troubleshooting a specified Avaya product or product family.
The Avaya Implementation Professional Specialist can implement, validate and troubleshoot the
installation of a single product, single system or product family. The Implementation Specialist installs
hardware and software, configures the solution, performs initial administration and acceptance testing
to diagnose and correct installation issues.
AIPS Credentials use online tests, are valid for 2 years and are open to all audiences.
Avaya Support Professional Specialist (ASPS)
ASPS validates a candidate has achieved an advanced understanding of and competence in
troubleshooting, maintaining and administration of Avaya industry leading communications products.
The Avaya Support Professional Specialist gathers and interprets system data, identifies issues and
makes changes to ensure maximum availability and performance of a customer’s network. The
Support Specialist uses their advanced Avaya troubleshooting, maintenance and administration
capabilities to efficiently and accurately resolve customer’s communication issues.
ASPS Credentials use online tests, are valid for 2 years and are open to all audiences.
03 October 2016 v1 5
Avaya Certified Implementation Specialist (ACIS)
ACIS certifies a candidate has achieved an enhanced level of proficiency focused on installing, configuring, and
troubleshooting a specified Avaya product or product family.
The Avaya Certified Implementation Specialist can implement, validate and troubleshoot the installation of a single product,
single system or product family. The Implementation Specialist installs hardware and software, configures the solution,
performs initial administration and acceptance testing to diagnose and correct installation issues.
ACIS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Support Specialist (ACSS)
ACSS certifies a candidate has achieved an advanced understanding of and competence in troubleshooting,
maintaining and administration of Avaya industry leading communications products.
The Avaya Certified Support Specialist gathers and interprets system data, identifies issues and makes changes to
ensure maximum availability and performance of a customer’s network. The Support Specialist uses their advanced
Avaya troubleshooting, maintenance and administration capabilities to efficiently and accurately resolve customer’s
communication issues.
ACSS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Integration Specialist (ACIS)
ACIS certifies a candidate has achieved a level of proficiency required to integrate and implement core and complex
solutions based on reference architectures from Avaya customer scenarios.
The Avaya Certified Integration Specialist demonstrates the integration of enterprise architecture solutions in order
to install, validate, and troubleshoot the implementation. The Integration Specialist holds a technical ability at a level
that ensures the successful integration, configuration, and support of the solution reference architectures.
ACIS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
Avaya Certified Solution Specialist (ACSS)
ACSS certifies a candidate has achieved an intermediate - advanced level of proficiency required to diagnose,
isolate and support multi products within Avaya solution architecture.
The Avaya Certified Solution Specialist comprehends the methodology to isolate and diagnose single and multiple
problems within the enterprise solution architectures, technologies and protocols. The Solution Specialist holds a
technical ability at a level that ensures the successful maintenance, and support of solution architecture.
ACSS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
To obtain an ACSS credential individuals need to hold the relevant ACIS credential.
03 October 2016 v1 6
About Avaya Learning
Avaya Learning develops and delivers industry leading training for Avaya products and solutions. Avaya Learning
specifically focuses on Avaya’s product launches, sales force and channel enablement - including solution and
executive selling, skills development and certification. Avaya Learning uses a blended learning approach offering a
combination of self-paced, virtual interactive and classroom learning environments to maximize effectiveness and
decrease time required to reach proficiency.
Avaya Learning supports and maintains the Avaya Learning Center where both course details and information on the
Avaya Professional Credential Program can be found

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3312 Avaya Aura Contact Center Administration Exam

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3312 exam Dumps Source : Avaya Aura Contact Center Administration Exam

Test Code : 3312
Test Name : Avaya Aura Contact Center Administration Exam
Vendor Name : Avaya
Q&A : 66 Real Questions

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Avaya Avaya Aura Contact Center

Avaya and Afiniti accomplice to carry entertaining and proven, AI-driven Behavioral Pairing to the Contact middle | Real Questions and Pass4sure dumps

SANTA CLARA, Calif.--(enterprise WIRE)--Avaya Holdings Corp. (NYSE:AVYA), the world’s leading issuer of contact core options, and Afiniti, the realm’s leading company of AI-based behavioral pairing solutions, these days announced a strategic partnership to increase enterprise consumer adventure and speak to center performance via a special integration of artificial intelligence into contact middle routing expertise.

this primary-of-its-type collaboration will natively integrate Afiniti enterprise Behavioral Pairing™ with the market-main, Avaya Contact core platform on which business shoppers everywhere rely for reliability at scale.

Afiniti business Behavioral Pairing discovers and predicts patterns of interpersonal habits to optimally pair valued clientele with agents. With over 90 patents, Afiniti’s know-how examines statistics and commercially attainable suggestions tied to client identity to determine patterns of a hit behavioral interactions and applies these patterns in true time to power advancements in fitness, business profitability, and consumer delight.

“each commercial enterprise is asking to get extra out of their contact center, and AI is the next principal shift within the approach contact facilities operate,” spoke of Jim Chirico, Avaya President and CEO. “Working with Afiniti offers a special, confirmed AI offering, and is a further illustration of Avaya investing in transformative technologies to convey unparalleled contact core efficiency to agencies worldwide.”

“This partnership highlights the shift within the communications and collaboration marketplaces towards artificial intelligence and laptop getting to know technologies as a transformational device for big agencies,” mentioned Zia Chishti, Afiniti CEO and Founder. “today, Afiniti’s AI is helping to shop lives and offering billions of dollars in profitability to our world valued clientele. Our new partnership and native integration with Avaya will accelerate the tempo at which our joint customers will drive exactly measurable price to their shareholders and valued clientele.”

Watch the video of Jim Chirico, Avaya and Zia Chishti, Afiniti here.

Optimizing interactions between purchasers and agents ends up in more desirable satisfaction and loyalty, superior exceptional of existence, and improved profits and profitability. IDC estimates that the global value of revenue and cost transactions flowing during the contact center in 2018 should be about

$5 trillion, reflecting opportunities in healthcare, telecommunications, shuttle, hospitality, utility, insurance, banking, amongst other industries with big, consumer-dealing with operations. Avaya and Afiniti are partnering to optimize this market possibility.*

“The native integration between Avaya and Afiniti will permit contact middle customers to with no trouble installation artificial intelligence technology to obtain measurably greater business consequences,” talked about Dr. E. Brent Kelly, fundamental Analyst, KelCor, Inc. “This answer may also be applied to numerous contact center business metrics together with enhancing earnings, reducing prices and extending customer satisfaction and is exceptionally captivating as Afiniti reduces client possibility by using an influence primarily based pricing model.”

Integrating the Afiniti enterprise Behavioral Pairing technology into Avaya’s market-leading outbound and inbound voice routing options, Avaya air of secrecy® Contact middle Elite, Avaya Proactive Outreach supervisor and Avaya Oceana®, extends the price of customers’ latest Avaya funding whereas including totally impactful AI capabilities.

study greater about the Avaya and Afiniti strategic partnership within the weblog here.

This partnership will deliver an AI edition of Avaya charisma name core Elite in the third quarter this 12 months, enabling agencies to improvement from Behavioral Pairing for each on-premises and cloud deployments. Following this will be integration with Avaya Proactive Outreach manager and Avaya Oceana.

Afiniti is still a charter member of the A.I.join, an Avaya-led initiative that brings collectively an ecosystem of carriers and developers taking an lively half in building AI-driven solutions. A.I.connect is accelerating the adoption of AI options in contact center and unified communications solutions.

*IDC analysis commissioned by way of Afiniti, and Afinti evaluation

About Avaya

Avaya is a global chief in digital communications software, services and contraptions for organizations of all sizes. Our open, intelligent and customizable options for contact facilities and unified communications present the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless conversation experiences for our consumers, and their valued clientele. Our expert planning, support and administration features groups help optimize options, for highly respectable and productive deployments. Avaya Holdings Corp. is traded on the NYSE below the ticker AVYA. For more information, please seek advice from

About Afiniti

Afiniti business Behavioral Pairing™ makes use of artificial intelligence to establish delicate and effective patterns of human interplay to be able to pair people on the basis of conduct, leading to greater a success interactions and measurable raises in enterprise profitability. Afiniti operates all over the world, and has measurably driven billions of bucks in incremental cost to its shoppers.

Afiniti has over one hundred fifty deployments in foremost enterprises throughout a number of sectors, including telecommunications, assurance, fiscal capabilities, hospitality and healthcare, and has optimized more than 600,000 agents and seven hundred million consumers. Afiniti’s expertise always learns and improves, examining 1.3 million interactions day by day to refine its pairings. For greater assistance, please discuss with

Cautionary be aware involving forward-looking Statements

This doc incorporates definite "ahead-searching statements." All statements aside from statements of old fact are "ahead-searching" statements for purposes of the U.S. federal and state securities laws. These statements could be recognized via forward searching terminology corresponding to "expect," "agree with," "continue," "may," "estimate," "predict," "intend," "may also," "could," "our vision," "plan," "advantage," "preliminary," "predict," "should," "will," or "would" or the poor thereof or other variations thereof or related terminology and encompass, however don't seem to be constrained to, anticipated feature releases, statements about future items, anticipated money rate reductions and statements about boom, alternate list and superior operational metrics. The enterprise has based mostly these ahead-looking statements on its latest expectations, assumptions, estimates and projections. while the business believes these expectations, assumptions, estimates and projections are within your budget, such ahead-searching statements are handiest predictions and involve popular and unknown dangers and uncertainties, a lot of which are beyond its control. The elements are discussed within the business's Registration statement on kind 10 filed with the Securities and alternate commission, may cause its actual results, efficiency or achievements to vary materially from any future effects, performance or achievements expressed or implied through these forward-searching statements. For an additional listing and description of such risks and uncertainties, please discuss with the enterprise's filings with the SEC that can be found at The business cautions you that the checklist of crucial components covered within the company's SEC filings may also not comprise the entire material components which are critical to you. additionally, in light of these risks and uncertainties, the matters talked about within the forward-searching statements contained in this file may now not truly turn up. The business undertakes no responsibility to publicly update or revise any forward-looking observation because of new tips, future hobbies or in any other case, apart from as in any other case required via legislations.

supply: Avaya Newsroom

Avaya Releases aura Contact center | Real Questions and Pass4sure dumps

Avaya launched Avaya air of mystery Contact center, a multimedia work assignment software for mid-sized contact facilities that connects valued clientele, agents, and consultants. The software uses voice, video, e-mail, or internet chat to aid agencies manage client journey, agent productivity, and cost-discounts within contact centers.

Avaya aura Contact core seeks to enhance consumer adventure with Session Initiation Protocol (SIP)-based mostly communications. This "greater specifications-primarily based method to IP infrastructure helps with interoperability throughout the commercial enterprise,” says Sheila McGee-Smith, president and major analyst at McGee-Smith Analytics, LLC. “Over an SIP community, the use of SIP trunking, we then ship that name to the most advantageous purchasable useful resource even if that be a person in Chicago…or an authority in Paris. [SIP creates a very digital contact core throughout an enterprise.”

In an announcement to the clicking, Drew Kraus, analysis vice chairman of Gartner, stated, "[SIP] makes multimodal customer carrier generally attainable, in its place of confined to simply massive-finances contact facilities. With persisted adoption of multi-modal contact facilities, and an evolving social media space, SIP is a growing to be enviornment of activity for businesses."

through incorporating SIP, in addition to a client's previous background, Avaya charisma Contact center hopes to create collaborative periods in customer care. In creating a greater holistic consumer journey, Avaya seeks to boost first-call decision and raise customer delight. Avaya air of mystery Contact center's unified computer permits brokers to simultaneously control one voice and 5 non-voice interactions.

within chat, Avaya charisma Contact core can also discover context-delicate key phrases that are matched with automatic responses, speeding up agent interplay. Avaya charisma Contact core can also create a listing of experts who can also be reached by way of voice or IM, thereby reducing search time for agents.

Avaya has also recently released and upgraded a couple of key products. air of secrecy staff Optimization (WFO) allows for Avaya shoppers to listing and display screen agent audio and display undertaking. Proactive Outreach manager (POM) is designed to enable users to region all multimedia interactions on a single platform to improve outbound notification. Avaya has lately upgraded its Avaya IQ solution and modifications were made to the aura name center Elite applicaiton; Avaya IQ 5.1 permits for an expanded skill of 900 users and air of mystery name core Elite 6.0 presents greater ability for tremendous enterprises, as well as adaptive, predictive routing capabilities.

You may also leave a public remark regarding this text by using clicking on "feedback" under.

Avaya call center 5.0 facets New Capabilities

21 Jan 2008

The telecommunications powerhouse guarantees the brand new release will aid businesses enrich the overall customer event -- and cut expenses.


01 Jun 2006

VoIP protocol SIP's expertise in the contact middle comes with each advantages and caveats.

Avaya Takes a SIP

31 Mar 2009

To streamline and enhance consumer service, Avaya unveils new contact core solutions designed around the structure of the session initiation protocol.

Avaya Takes a sparkling seem at the Midmarket

eleven Jun 2009

trade pundits say the newest initiatives will assist the company play trap-up.

Avaya Scales for Small companies

03 Oct 2009

Pundits and business executives trust that the new IP office 5 expands functionality whereas improving simplicity -- two elements deemed must haves for success in this sector.

Avaya air of mystery Contact core Integrates facebook, Twitter | Real Questions and Pass4sure dumps

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Avaya Aura Contact Center Administration Exam

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Avaya Certification Guide: Overview and Career Paths | real questions and Pass4sure dumps

Credit: MajestiX B/Shutterstock

IT professionals may know Avaya for its networking and unified communications products, but the company is also a significant player in both customer relationship management (CRM) integration and team engagement solutions. With its roots in AT&T and Lucent Technologies, Avaya has grown into a multi-billion-dollar corporation with customers around the world.

The Avaya Professional Credential Program emerged from the need for highly knowledgeable and skilled individuals who could sell and design solutions for customers, as well as deploy and maintain Avaya products and solutions.

Job Opportunities for Avaya Credentialed Professionals

A quick check of such popular job boards as SimplyHired and Indeed show more than 2,000 open positions seeking candidates with Avaya skills or credentials. These include systems engineer, network engineer, technical manager, infrastructure engineer and telephony specialist, as well as a number of sale specialist and account manager positions.

Avaya skills also demand healthy salaries. For example, Glassdoor reports an average annual salary of $111,000 for technical staff, where a technical manager can expect around $125,000. The typical Avaya sales engineer salary is about $100,200, in a range from $79,800 to upward of $132,000.

Avaya Professional Credential Program Overview

Avaya credentials these days are aligned with Avaya engagement solutions. That means they are designed for Avaya solutions that support customer and team engagement, as well as fabric networking and the cloud. Avaya credentials fall into one of two broad categories:

  • Sales and Design: This category is for Avaya associates and channel partners who sell or design solutions based on customer needs.
  • Services: This category is open to anyone who implements, administers, maintains and troubleshoots Avaya products and solutions. Think of the Services credentials as those geared primarily to IT professionals.
  • Note: Because Sales and Design credentials are available only to Avaya business partners and associates, we focus on the Services credentials in the remainder of this article.

    Nearly all Avaya credentials are good for two years. To maintain a credential, you must meet recertification requirements before the credential expires, which typically means passing the current online test(s) or proctored exam(s).

    Avaya uses both online tests and proctored exams. Online tests are delivered through the Avaya Learning Center; they are free for Sales credentials and cost $90 USD for Services credentials. Proctored exams for Services certifications cost $125 USD and are available through Pearson VUE.

    Note: Just a heads-up that Avaya uses the term "credential" for certain designations and "certification" for others. The company also uses a few acronyms that span different sets of certifications. We try to stick with Avaya nomenclature as closely as possible, and point out acronym caveats where warranted.

    Avaya Services Credentials and Certifications

    The Services category has Professional Specialist credentials and Certified Specialist certifications. In case something isn't quite clear, all requirements and further details are spelled out in the Avaya Services Credential Guide.

    Professional Specialist Credentials

    Avaya Implementation Professional Specialist (AIPS) and the Avaya Support Professional Specialist (ASPS) candidates may take online tests through the Avaya Learning Center.

    Table 1: List of Professional Specialist Credentials

    Avaya Implementation Professional Specialist (AIPS) Credentials

    Avaya Support Professional Specialist (ASPS) Credentials

    Avaya IP Office PlatformAvaya Agile Communication EnvironmentAvaya Application Enablement ServicesAvaya Aura Application Server 5300 R3Avaya Aura Call Center Elite Multichannel

    Avaya ANAVAvaya Scopia EndpointsAvaya Proactive ContactAvaya one-X Speech

    Avaya IP Office Deployed as a BranchAvaya Hospitality Messaging Server 400Avaya Modular Messaging for Microsoft ExchangeAvaya UC Soft ClientsAvaya Aura Presence ServicesAvaya Aura Collaboration Environment

    Avaya Message NetworkingAvaya Call Management SystemAvaya Control ManagerAvaya Workforce ManagementAvaya Contact Center Select

    The AIPS specialist credentials are considered basic to intermediate and recognize an individual's ability to install and implement Avaya products. Candidates must have at least two years of experience, with one year specifically implementing the Avaya product to which a credential pertains.

    The senior-level ASPS credentials are more advanced and focus on installation, configuration, maintenance and so forth. The experience requirement increases to four years, with two years of hands-on experience with some particular Avaya product.

    Certified Specialist Certifications

    Avaya certifications include the Avaya Certified Integration/Implementation Specialist (ACIS) and the Avaya Certified Solution/Support Specialist (ACSS) certifications. The "I" in ACIS can stand for "Integration" or "Implementation," each with its own set of certifications. And the "S" in ACSS can stand for "Solution" or "Support," each with its own set of certifications.

    Table 2: List of Certified Specialist Certifications

    Avaya Certified Integration/Implementation Specialist (ACIS) Certifications

    Avaya Certified Solution/Support Specialist (ACSS) Certifications

    Avaya Certified Integration Specialist (ACIS)

    Avaya Certified Solution Specialist (ACSS)

    Avaya Midmarket Team Engagement SolutionsAvaya Enterprise Team Engagement SolutionsAvaya Fabric Networking Solutions

    Avaya Midmarket Team Engagement SolutionsAvaya Enterprise Team Engagement SolutionsAvaya Fabric Networking Solutions

    Avaya Certified Implementation Specialist (ACIS)

    Avaya Certified Support Specialist (ACSS)

    Avaya IP Office PlatformAvaya IP Office Contact CenterAvaya Aura Communication Manager and CM Messaging - EmbeddedAvaya Aura ConferencingAvaya Aura MessagingAvaya Aura Session Manager and System ManagerAvaya CallPilotAvaya Communication Server 1000 for Avaya Aura

    Avaya Modular Messaging with Avaya Message StoreAvaya Scopia SolutionAvaya Session Border Controller EnterpriseAvaya Aura Call Center EliteAvaya Aura Contact CenterAvaya Aura Experience Portal with Proactive OutreachAvaya Contact Recording and Avaya Quality MonitoringAvaya Interaction Center and Operational Analyst


    ACIS certifications are basic to intermediate, requiring at least two years of experience with relevant technologies. One of those years must involve direct, hands-on work with some specific Avaya product. The ACIS-Integration certs focus on installation, as well as configuration, configuration validation, bootstrapping and troubleshooting. The ACIS-Implementation certs also focus on installation, but validation, testing and so on focus on the installation itself.

    Senior-level ACSS certifications require a minimum of four years' experience, with two years in direct support of some particular Avaya product. These certs also fall into two camps (this time, Solution and Support), recognizing professionals who are highly knowledgeable of Avaya product architecture, such as components, features and functions.

    The ACSS-Solution certs get into acceptance testing, call flows, product commissioning and registration, troubleshooting integration between products, and log analysis. The ACSS-Support certs delve into product installation, testing, validation, administration and troubleshooting, especially of advanced configurations.

    Avaya Certification Training and Resources

    Although Avaya offers some training, the company also works with a number of partners to deliver training for Avaya products and services, and credentials and certifications. (Training is recommended, but not required.) The Avaya Training catalog can be a bit unwieldly to navigate, so it might be easier to drill down through a specific credential or certification to find associated course titles.

    Candidates who want to pursue one or more Avaya certifications but lack foundational knowledge of the technology upon which Avaya products are built are encouraged to contact WestNet Learning or The SIP School. In addition to courses, WestNet Learning offers a free Foundational Core Knowledge assessment tool that candidates can use to assess their current knowledge and areas in which they need to improve. The SIP School is well known for its Session Initiation Protocol (SIP) and Voice over IP (VoIP) training courses, as well as its own certification program. Both partners offer promotional pricing or discounts on training for Avaya credential/certification candidates.

    Best VoIP and Telephony Certifications 2019 | real questions and Pass4sure dumps


    Network convergence, in which a single network supports telephone, video and data communication services, has resulted in immense changes to voice and telephony technologies over past decades.

    Corporate voice and telephony services have transformed from traditional public-switched telephone networks (PSTNs) and private branch exchanges (PBXs) to voice over IP (VoIP) and IP PBXs, often combined with digital fax, videoconferencing, instant messaging and mobile communications. That means VoIP and telephony certifications now focus on digital communications, along with a good mix of IP networking protocols and methods to support such traffic and to maintain service quality.

    In this article, we feature five solid VoIP and telephony certifications from Avaya, Certification Partners, Cisco, Digium (Asterisk) and Microsoft. Unified communications cover a lot of voice and telephony ground, and it adds video and other solutions to the lineup as well.

    Salary is a significant consideration when deciding whether to pursue a VoIP and telephony certification. SimplyHired lists $106,149 as the average salary for a VoIP engineer, although Glassdoor's average for a VoIP engineer is noticeably lower at $83,772. Still, a salary just under $85,000 is a worthwhile goal in the industry, with a good growth path into more senior positions readily attainable.

    To help determine our top five VoIP and telephony certifications, we performed an informal job board survey. That data indicates the number of job posts in which our featured certifications were mentioned on one specific day. The data should give you an idea of the relative popularity of each certification. [Interested in Business Phone Systems? Check out our top picks.]

    Job Board Search Results (in alphabetical order, by certification)




    LinkedIn Jobs



    ACIS (Avaya)






    CCNP: Collaboration (Cisco)






    CTP (Certification Partners)






    dCAP (Asterisk)






    MCSE: Productivity (Microsoft)






    ACIS: Avaya Certified Implementation Specialist

    Avaya is one of the leading solution providers of business communications and collaboration systems. As a spinoff of Lucent Technologies, itself an offspring of Bell Labs, Avaya's roots are firmly planted in telephony. Certification solution tracks are currently offered in two concentrations: sales and sdesign, and services.

    The Avaya Certified Implementation Specialist (ACIS) certification falls into the Services track and recognizes an individual's ability to install, deploy, test and troubleshoot Avaya products at a beginning to intermediate skill level. Several credentials are available for the ACIS certification:

  • Avaya IP Office Contact Center
  • Avaya CallPilot
  • Avaya Communication Server 1000 for Avaya Aura
  • Avaya Aura Contact Center
  • Avaya Aura Contact Center CCT and Multimedia
  • Avaya Aura Call Center Elite – New
  • Candidates interested in the Sales and Design solution track should check out the Avaya Certified Design Specialist (ACDS), Avaya Professional Design Specialist (APDS) and the Avaya Professional Sales Specialist (APSS) certifications.

    Note: Some Avaya credentials are available only to Avaya partners and associates, while others are open to all takers. See the Avaya Professional Credential Program Overview for details. Individuals not affiliated with a specific organization can create a "non-relationship" account on the Avaya Learning site to purchase a certification exam.

    For most topics, Avaya recommends candidates have two years of experience in relevant technologies plus one more year implementing the core product. Each ACIS certification remains valid for two years.

    ACIS facts and figures

    Certification Name

    Avaya Certified Implementation Specialist (ACIS)

    Prerequisites & Required Courses

    Training recommended. Candidates should check the certification page for individual solution track for details. Training costs vary by solution track, but candidates can expect to pay $1,400 to $3,500 per course. Some tracks recommend multiple courses.Two years of experience in relevant technologies plus one year of experience in implementing the Avaya products recommended.

    Number of Exams

    One or more exams per credential.See the exam and training requirements for each credential. Visit the Credential Program web page, click the ACIS box twice in the Services Credentials category and then click on each ACIS credential listed on the right side of the page.

    Cost per Exam

    Most exams are $125. Exams administered by Pearson VUE or online through the Avaya Learning Center.

    URL (Services Credentials category)

    Self-Study Materials

     Avaya Learning Partners offer training for each exam; costs range from $1,400 to $3,500 per course.

    CCNP Collaboration: Cisco Certified Network Professional Collaboration

    Cisco remains one of the world’s dominant IP telephony players. Its Collaboration certifications are available at associate, professional and expert levels, where our top-five pick is the mid-level Cisco Certified Network Professional (CCNP).

    The Collaboration certification portfolio is geared toward network professionals and network engineers who work with voice and video, particularly Cisco Collaboration solutions. Targeted skills include configuring and implementing Cisco Collaboration solutions, planning and designing video network collaborations, and maintaining implemented solutions.

    Candidates are required to pass four exams to earn the CCNP Collaboration credential. Training is optional but recommended. Candidates can expect to pay about $3,800 for live classroom or virtual courses.

    Recertification is required every three years for CCNPs. To maintain this credential, holders must pass any current 642-XXX or 300-XXX professional-level exam, any CCIE written exam, any CCDE written or practical exam, or the Cisco Certified Architect (CCAr) interview and board review.

    CCNP collaboration facts and figures

    Certification Name

    Cisco Certified Network Professional Collaboration (CCNP Collaboration)

    Prerequisites & Required Courses

    A valid CCNA Collaboration certification or any Cisco CCIE or CCDE certification. Training recommended but not required.

    Number of Exams

    Four exams:300-070: Implementing Cisco IP Telephony & Video, Part 1 (CIPTV1)300-075: Implementing Cisco IP Telephony & Video, Part 2 (CIPTV2)300-080: Troubleshooting Cisco IP Telephony & Video (CTCOLLAB)300-085: Implementing Cisco Collaboration Application v1.0 (CAPPS)Each exam: 75 minutes in length, 50-75 questions

    Cost per Exam

    $300 per exam, $1,200 total. Exams administered by Pearson VUE.


    Self-Study Materials

    Cisco maintains links to the course syllabus, study groups, exam prep materials, practice exams and more on the Cisco Learning Network Collaboration (CCNP) web page. Exam pages also contain links to instructor-led training and e-learning opportunities. Numerous collaboration publications are available through Cisco Press.

    CTP: Certification Partners Convergence Technologies Professional

    The vendor-neutral CTP certification was developed by Certification Partners and the Telecommunications Industry Association (TIA). It’s also endorsed by industry leaders such as Cisco, Avaya, Mitel, Toshiba and Vertical. Many of these leaders either accept the CTP as a stepping stone or prerequisite to their credential programs or recommend the CTP for training and preparation. Certification Partners maintains a complete list of endorsements from telecommunication leaders.

    The CTP requires the successful completion of one exam that focuses on methods, concepts and best practices in the following areas:

  • Data and internet protocol (IP) networking for convergent networks
  • Voice and telephony services, functions, and technologies
  • Convergence technologies
  • Certification Partners also offers the Convergent Network Technologies (CCNT) certification, which aims at professionals who sell and support convergence services, as well as the CIW certifications in networking and security, web technologies and design and development. Candidates interested in working in the field of convergence who do not yet possess the requisite experience are advised to first obtain the CCNT credential and then gain the required experience.

    Certification Partners does not require recertification to maintain the CTP.

    CTP facts and figures

    Certification Name

    Convergence Technologies Professional (CTP)

    Prerequisites & Required Courses

    CCNT recommended or a minimum of 18 to 24 months of experience in all three knowledge domain areas: Data and Internet Protocol Networking for Convergent Networks; Voice and Telephony Services, Functions and Technologies; and Convergence Technologies.Training strongly recommended.

    Number of Exams

    One exam: TT0-201 (administered through CTC Online), 65 questions, 90 minutes, 75 percent required to pass.

    Cost per Exam



    Self-Study Materials

    CTP training is recommended; five-day instructor-led training, $3,395 (includes study guides and exam voucher). CTP training products are available from the CTP store (student courseware $199).

    dCAP: Digium Certified Asterisk Professional

    Since its humble beginnings as an open source project in 1999, Asterisk has grown exponentially and become a well-recognized and respected framework for communication and conference servers, VoIP gateways and IP PBX systems. Asterisk can be found in more than 170 countries, powering more than 2 million servers worldwide. Per Digium (which maintains Asterisk in conjunction with the Asterisk community), Asterisk runs in most of the Fortune 1000 companies.

    With such widespread popularity, it's only natural that professionals with Asterisk skills are in demand. To meet industry needs, Digium offers several training courses (Asterisk Essentials, Fast Start and Advanced), as well as the Digium Certified Asterisk Professional (dCAP) and Digium Certified Asterisk Administrator (dCAA) certifications.

    The dCAP targets experienced Asterisk professionals. Candidates are expected to possess real-world experience (typically a minimum of three to 24 months), in-depth knowledge of Linux (basic administration, manipulating files and modifying configuration files) and Asterisk experience (installation, Asterisk dial plan format and syntax, use of basic CLI commands and registration of VoIP devices). Other recommended skills include basic programming and scripting languages (Perl, Bash, C and/or C++, for example) and an understanding of VoIP protocols.

    Candidates must pass a two-part exam, which consists of a written exam and a practical lab exam (in which you configure a PBX), to earn the credential. While there are no prerequisites, the Asterisk Advanced training course is highly recommended before attempting the exam.

    Although the Digium website doesn't specify recertification requirements, dCAP certification is granted for a "specific released, stable version of Asterisk."

    dCAP Facts and Figures

    Certification Name

    Digium Certified Asterisk Professional (dCAP)  

    Prerequisites & Required Courses

    None required. Asterisk Advanced training course highly recommended, along with 3 to 24 months of real-world experience, working knowledge of setting up and maintaining an Asterisk server, and familiarity with Asterisk sample configuration files. (Training costs approximately $2,650.)

    Number of Exams

    Two exams (115-question written exam, plus a practical lab exam).

    Cost per Exam

    $510. Prices may vary by geography.


    Self-Study Materials

    Training courses available. Recommended reading: Asterisk: The Definitive Guide, 4th edition, by Russell Bryant, Leif Madsen and Jim Van Meggelen. O'Reilly Media: May 2013. ISBN-13: 978-1-4493-3242-6 ($46.99 for eBook, $54.99 for print version).

    MCSE (Microsoft Certified Solutions Expert): Productivity

    Microsoft rolled out several new MCSE certifications in 2016, including the MCSE: Productivity. Although this certification is geared toward enterprise-grade hybrid and cloud solutions for Microsoft Office, it allows candidates to specialize in any of several Microsoft technologies, including Skype for Business.

    To obtain the MCSE: Productivity credential, candidates must first obtain the Microsoft Certified Solutions Associate (MCSA): Office 365, MCSA: Windows Server 2012 or MCSA Windows Server 2016 certification. Then, they must pass an elective exam from an approved list. Currently, there are eight different exams to choose from. In addition, Microsoft recommends at least three years of experience.

    The MCSE: Productivity credential doesn't expire. However, credential holders are encouraged to re-earn the certification each year by passing another elective exam. Doing so indicates your desire to stay current on technologies and broaden your skillset, and you'll post another entry to your certification transcript.

    MSCE Productivity facts and figures

    Certification Name

    MCSE: Productivity

    Prerequisites & Required Courses

    MCSA: Office 365, MCSA: Windows Server 2012 or MCSA Windows Server 2016 certification.Three or more years of experience recommended

    Number of Exams

    Candidates must pass one of the following exams:Exam 70-345: Designing and Deploying Microsoft Exchange Server 2016Exam 70-339: Managing Microsoft SharePoint Server 2016Exam 70-333: Deploying Enterprise Voice with Skype for Business 2015Exam 70-334: Core Solutions of Microsoft Skype for Business 2015Exam 70-331: Core Solutions of Microsoft SharePoint Server 2013Exam 70-332: Advanced Solutions of Microsoft SharePoint Server 2013Exam 70-341: Core Solutions of Microsoft Exchange Server 2013Exam 70-342: Advanced Solutions of Microsoft Exchange Server 2013

    Cost per Exam

    $165 per exam. Exams administered by Pearson VUE.


    Self-Study Materials

    Microsoft Learning provides links to training, practice exams by third-party vendors (including MeasureUp), case studies, exam study groups and more. Links to community support forums and other resources are listed on each exam web page. Microsoft also offers various training options through its Microsoft Official Courses On-Demand (MOC On-Demand) program.

    Beyond the top five: More VoIP and telephony certifications

    The SIP School, a part of Vocale Ltd. in the U.K., offers a range of affordable, vendor-neutral VoIP and SIP certifications, including the SIP School VVoIP Professional (SSVVP). The SSVVP was on our top five list for the last few years but was replaced by the MCSE: Productivity in 2018, owing mainly to interest from employers.

    The ZyXEL Certified Network Professional – VoIP (ZCNP VoIP) is another good certification, which is vendor-specific and therefore geared toward networking professionals who support ZyXEL products.

    3CX offers a certification program for professionals who deploy, manage and support 3CX IP PBX systems. The 3CX credentials are offered in three tiers: basic, intermediate and advanced.

    Lots of community colleges and universities offer network VoIP and telephony courses or certificate programs as well, such as Florida Community College, College of DuPage and Riverland Community College.

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