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Guest · Posted: Mon Aug 22, 2005 11:56 pm Post subject: COAMS

Hello,

For those who haven't heard, the Global Knowledge assessment test you
take at the conclusion of a class apparently isn't good enough any
more.
Nortel wants you to take an additional test with Prometric to certify
to
at least a NNCSS level on every Nortel product your company wants to
have on COAMS.

The certification requirement is supposedly because the 50 or so COAMS
sites in North America innudate ETAS with calls. I know I have only
called in two tickets in the last 18 to 24 months.

The new requirements are available for viewing at the following URL.
http://arapaho.nsuok.edu/~ford/newcoams.html

What is your opinion of the revised COAMS requirements?

I'm seeking feedback from the group on this no later than close of
business on 8/26/05, My plan is to compile your feed back into a
document which I plan on presenting to Nortel Sr.executives when I
meet with them next week.

Thanks in advance,

Steve Ford

Mitel Lurker · Guest

Steve, we're in a similar situation with Mitel. However, our Technical
Acct Mgr will tell anyone who asks that whenever we call Product Support
that 9 times out of 10 it's a bona-fide problem and not merely lack of
product knowledge, especially on the new IP stuff. At any given time we'll
have at least 1 and frequently 2 acknowledged bugs on their KPI list (KPI
= Known Product Issue).

I know that other COAM shops abuse the priviledge and call about things
that are answered in the documentation, they're just too lazy to look.
Those are the people I would backcharge, because with all documentation
now in electronic form where you can do a "search" there's just no excuse
for not being able to find the answer.

Mitel also does not provide Product Support tech assistance for any M/D
product or system software more than 2 yrs old. If you want to keep some
old iron running, you're on your own.

For their VOIP certifications Mitel prerequisite is a CCNA or else take a
90-minute timed test of 25 questions (with no study guide) to waive the
CCNA requirement. I've seen the test; not many CCNAs I know could pass it.
Yes if you fail it you can take it again, but the questions are pulled at
random from a pool of 150 questions so your chance of getting the same
test on your 2nd, 3rd, 4th, etc try are near zero.

In article <1124737012.379495.217270@g14g2000cwa.googlegroups.com>
ford@nsuok.edu writes:

Ralph Shapiro · Guest

We're COAM here (Sonoma State University) and call Nortel only with real
problems. Often times Nortel can't solve our issues quickly. I've had
tickets open with them for weeks before resolution.
Nortel can't change human nature( lazy people) but they COULD change the
NTP's so they actually provide information that will fix the problem, and
can be easily found.
On some of my tickets, related to CP3, the NTP's did not have the answers.
Nortel had to send me additional documents with the answers.
They could also make their technical web site more complete. Currently,
there are very few answers available on line.
<ford@nsuok.edu> wrote in message
news:1124737012.379495.217270@g14g2000cwa.googlegroups.com...

Mitel Lurker · Guest

In article <tMGOe.7$mz3.5421@okeanos.csu.net> "Ralph Shapiro"
<ralph.shapiro@sonoma.edu> writes:

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