Avaya Certification Voice Services Management(VSM) Track Objectives
The Avaya Voice Services Management Professional Certification Program is
targeted to executives, managers, and IT specialists working in the
Telecommunications field. This program will address credentials for the
Associate and Specialist levels.
Below are listed the Competencies and Performance Behaviors for Voice Services
Management used in the initial exam development process. This information is a
baseline and is tailored for each specific exam.
A Competency is as a set of knowledge, skills, capabilities, attitudes, or
behaviors that characterize excellent performance within a specific context.
A Proficiency is a defined range of capability within a competency. Proficiency
levels reflect a layering of increasingly complex skills.
Performance Behaviors are measurable, observable, results-focused behaviors.
Levels of proficiency are defined as follows:
-
Strong Performer (Simple Network Solutions): basic competency –
internal/individual focus
-
High Performer (Medium Network Solutions): higher degree of competency –
external focus, influences team, peers, and others - help team members develop
competency proficiency
-
Role Model (Complex Network Solutions): expert application of competency –
broad, external focus on others, cross team influence, leader/mentor for this
competency within the organization Performance Behaviors are measurable,
observable, results-focused behaviors.
ACA Objectives
On an individual level, the ACA – Voice Services Management should have the
following capabilities:
|
Competency
|
Performance Behaviors |
| Security
|
-
Plan and implement a corporate firewall
-
Perform appropriate diagnostics to prevent toll fraud
-
Administer and diagnose voicemail
-
Determine end-user access levels
-
Report on firewall exceptions
-
Report on Toll Fraud exceptions
-
Interpret security advisories
-
Monitor and conduct audits
-
Monitor regulatory compliance
-
Diagnose infrastructure issue and future needs
-
Educate end-users
-
Perform and diagnose vulnerability testing
-
Policy development and enforcement
-
Technology selection
|
| Vendor Resource Management
|
-
Review and selection of vendors
-
Manage vendor projects
-
Manage RFPs from vendors
-
Measure service level agreements
-
Manage vendor contracts
-
Investigate and solve complaints
|
|
People Resource Management
|
-
Manage employee distribution
-
Scheduling
-
Outsourcing
-
In-sourcing
-
Implement and perform training and mentoring
-
Monitor employee performance
-
Conduct employee reviews
-
Manage employee employment
-
Analyze and resolve staff issues
|
| Operations &
Maintenance
|
-
Perform appropriate diagnostics
-
Manage and monitor inventories and assets
-
Schedule and monitor system and network maintenance windows
-
Manage and perform adds, moves and changes
-
Recommend and confirm end-user training
-
Monitor call accounting activities
-
Review and update system documentation
-
Resolve continuity issues
|
| Financial Administration
|
-
Forecast and manage a budget
-
Monitor purchase requisitions and client billing
-
Review and evaluate capital appropriation requests
-
Analyze variance reports
-
Monitor invoice verification and processing
-
Validate contracts
|
ACS Objectives
The qualified ACS – Voice Services Management individual should have the
following capabilities: Higher degree of competency - External focus,
influences team, peers, and others - help team members develop competency
proficiency.
|
Competency
|
Performance Behaviors |
| Security
|
-
Plan and implement a corporate firewall
-
Perform appropriate diagnostics to prevent toll fraud
-
Administer and diagnose voicemail
-
Determine end-user access levels
-
Report on firewall exceptions
-
Report on Toll Fraud exceptions
-
Interpret security advisories
-
Monitor and conduct audits
-
Monitor regulatory compliance
-
Diagnose infrastructure issue and future needs
-
Educate end-users
-
Perform and diagnose vulnerability testing
-
Policy development and enforcement
-
Technology selection
|
| Vendor Resource Management
|
-
Review and selection of vendors
-
Manage vendor projects
-
Manage RFPs from vendors
-
Measure service level agreements
-
Manage vendor contracts
-
Investigate and solve complaints
|
|
People Resource Management
|
-
Manage employee distribution
-
Scheduling
-
Outsourcing
-
In-sourcing
-
Implement and perform training and mentoring
-
Monitor employee performance
-
Conduct employee reviews
-
Manage employee employment
-
Analyze and resolve staff issues
|
| Operations &
Maintenance
|
-
Perform appropriate diagnostics
-
Manage and monitor inventories and assets
-
Schedule and monitor system and network maintenance windows
-
Manage and perform adds, moves and changes
-
Recommend and confirm end-user training
-
Monitor call accounting activities
-
Review and update system documentation
-
Resolve continuity issues
|
| Financial Administration
|
-
Forecast and manage a budget
-
Monitor purchase requisitions and client billing
-
Review and evaluate capital appropriation requests
-
Analyze variance reports
-
Monitor invoice verification and processing
-
Validate contracts
-
Monitor Client Billing
|
|
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