TRAINING SERVICES

Training FAQ

Contact us: education-services@al-enterprise.com

The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE.
 Summary

1 GENERAL QUESTIONS ............................................................................................................ 3

1.1 What are the missions of the Training Services? ....................................................................... 3

1.2 How to get information about Training & Certification? ........................................................... 3
1.3 Who can be trained? ............................................................................................................... 3
1.4 What are the different medias to be trained?........................................................................... 3
1.5 Where can people get trained? ................................................................................................ 3
1.6 How to access to free courses? ................................................................................................ 4
1.7 How to request a course? ........................................................................................................ 4
1.8 How do I order training? .......................................................................................................... 4
1.9 Who to contact for information? ............................................................................................. 4

2 DELIVERY QUESTIONS ........................................................................................................... 5

2.1 You need a course to be scheduled .......................................................................................... 5

2.2 You need a specific training course (non-standard content) ...................................................... 5
2.3 How to organize a training session at your Premises (bespoke session) .............................................. 5
2.4 One employee has no account on MyPortal ............................................................................. 5
2.5 Access problems to the i-learning course ................................................................................. 6
2.6 Upgrade Training from release N-1 .......................................................................................... 6
2.7 Upgrade Training from an old release ...................................................................................... 6
2.8 What is the process regarding training for your IR (Indirect Reseller)? ...................................... 6
2.9 When are you going to be invoiced? ........................................................................................ 6

3 CERTIFICATION...................................................................................................................... 7

3.1 What does the certification correspond to? ............................................................................. 7

3.2 Who can take the exam? ......................................................................................................... 7
3.3 Who can order certifications? .................................................................................................. 7
3.4 How can I prepare for certification? ......................................................................................... 7
3.5 Who can take the exam? ......................................................................................................... 7
3.6 What materials are allowed during the exam? ......................................................................... 7
3.7 What do I get if I pass the certification? ................................................................................... 8
3.8 Is there any expiration date for certification title? .................................................................... 8
3.9 Is the certification still available if the candidate decides to work for another company? .......... 8
3.10 What do you advise me to do if I fail? ...................................................................................... 8
3.11 I have gained some valuable experience on PBX products and want to be trained and certified
on OmniPCX range. What do you advise me to do? ............................................................................. 8

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1 GENERAL QUESTIONS

1.1 What are the missions of the Training Services?

Its aim is to transfer knowledge and provide the right skills to any people using the Enterprise
solutions whatever be his profile (Sales, Pre-Sales, Post-Sales, Administrators).

1.2 How to get information about Training & Certification?

All useful information is reachable through MyPortal on Training & Certification Services pages.
For example, “Training Center Locator" will give you details on our worldwide location of
Training Partners for training session’s delivery in local languages.
You will also find all useful information and links for certification (ordering, results …).
You can consult the entire training offer (courses, certifications exams, eBooks, etc) on your
learning platform Knowledge Hub accessible on MyPortal welcome page (quick access menu:
knowledge Hub).

1.3 Who can be trained?

Our training offer is designed for all targets:
• Business Partners, Master Distributors, Indirect Resellers (Sales, Pre-Sales, Post-Sales)
• Customers (Administrators)

1.4 What are the different medias to be trained?

• In Individual learning to learn at your own pace with individual computer- or web-based
tools
• In classroom to experience the benefits of face-to-face interaction with one of our
certified instructors in a traditional classroom environment.
• Virtual classroom to enjoy all the advantages of traditional on-site classroom training at
your location. Participate in real-time remote learning sessions with one of our certified
instructors and practice during remote laboratories.
• Remote laboratories: Connect remotely to high-quality equipment to enhance your skills
through hands-on.
• eBooks: Get the training materials in PDF format, for free.

1.5 Where can people get trained?

Through our worldwide network of training centers, you can be trained locally in your native
language.

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1.6 How to access to free courses?
We offer a full range of free courses accessible in Knowledge Hub by filling the general search
field with the keyword "FREE".
For PRESALES engineers, the first 2 exams tickets are for free. If you failed at these two exams,
please contact your Training Customer Support for advices.

1.7 How to request a course?

Initiate your request or assign certification in Knowledge Hub. Your manager/purchaser will be
automatically notified for approval, and then can place the order in eBuy.

1.8 How do I order training?

All training items are orderable via eBuy: purchase order (PDF or Paper format) won't be
accepted anymore:
• training courses in classroom or in virtual classroom
• certifications exams online, in classroom or in virtual classroom
• e-learning courses

If needed, consult the document “How to use eBuy for Training items" and benefit from the
numerous advantages brought by this new ordering model.

1.9 Who to contact for information?

You can contact your local Training Customer Support for any question:
• Asia-Pacific: apac.education-services@al-enterprise.com
• Central/Latin America: cala.education-services@al-enterprise.com
• North America: nar.education-services@al-enterprise.com
• Europe Middle-East Africa: emea.education-services@al-enterprise.com
Telephone: +33 2 61 68 00 05 - Fax: +33 2 98 03 39 96
These contacts will quickly provide you with:
• Advice on our Enterprise Training offer
• Information on our Training processes (How do I register, How do I access?)
• Quotes for our Training offers, including standard open sessions and customized offers
• Updates and information regarding course registrations and planned sessions

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2 DELIVERY QUESTIONS

2.1 You need a course to be scheduled

The training scheduling is setup for the 6 upcoming months, so we need to anticipate as much as
possible your training plan in order to not encounter such issues. A strong collaboration with
your Channel Sales Manager (CSM) will allows us to better forecast the training sessions in the
region. The more and earlier we know about your needs, the better we can forecast the
delivery.

2.2 You need a specific training course (non-standard content)

First check/ensure that none of our standard training could fit your expectations in our offer
portfolio.
We will deeply exchange about:
• the topics you want to cover and the targeted audience
• the duration of course
• need/no need of Certification after the course
• number of trainees: it is worth only for a certain number of participants (6-8 minimum)
• delivery location (in our training center or on-site)

2.3 How to organize a training session at your Premises (bespoke

session)
Your Channel Sales Manager is your interface to organize training sessions on site.
The class room at the BP premises must be suitable for a training session (size of the room to
host people + equipment, electrical power supplies facilities, internet access for the trainer,
media projector, flipchart, lunch facilities, white board, welcome service of the delegates).
We can provide trainer and connection to remote equipment for hands on and deliver a
customized content matching trainee needs.
In case of using your own equipment, they must be compliant to the list provided by us.
It is most of the time not cost-effective to run a training session on site for less than 6-8
participants.

2.4 One employee has no account on MyPortal

Each Business Partner has identified a person in their own staff to be the MyPortal Contact
Manager (BPCM) or Alliance manager when they’ve signed their contract with ALE International.
This person is in charge to create and update the website account (= CRD account) for any
employee who need to access MyPortal.

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2.5 Access problems to the i-learning course
Please check you’ve followed the procedure sent by your local Training Customer Support.
You have access to on-line training via MyPortal homepage (Knowledge Hub) and you are
redirected in a transparent way to the Learning Management System on which the i-learning
courses are hosted.
If a problem still occurs, contact the Support Center. The Support Center is equipped to answer
questions around on-line training and to escalate to experts if they can’t answer the questions.
People do not need to be certified to access to the Support Center:
Web Support: ALE.WelcomeCenter@al-enterprise.com

2.6 Upgrade Training from release N-1

Training Services doesn’t require to be certified in a previous release to attend an upgrade
training. There is no restriction to attend a course in terms of passed certification. However, an
upgrade course is designed for experienced people, so it is important to respect the
recommended level of knowledge of the participant (= prerequisite) to ensure she/he will take
as much as benefit of the course. If the participant has a strong experience onsite and shows
equivalent knowledge as a certified people, there is no restriction to let her/him attend an
upgrade training session.

2.7 Upgrade Training from an old release

Any training course that is not part of the training price list is considered as a specific training.
We encourage you to be up-to-speed on our latest feature/product, the investment re training
budget is most of the time lower compared to a Release+2 classroom training and certification
path.

2.8 What is the process regarding training for your IR (Indirect

Reseller)?
ALE International Training Services has setup a training partnership program/Services Levels
Agreement with some Value-Added Distributors (VAD) to cooperate with them on the training
delivery of their Indirect Resellers.
If no SLA has been setup or if the IR is requesting for a training course out of the scope delivered
by the VAD, the standard process is that the IR must send the request to the VAD, the VAD
orders the training to Training Services.

2.9 When are you going to be invoiced?

The training registration is done once the Purchase Order is raised by the BP. The service is
invoiced by our Invoicing department after the delivery (classroom ended, certification exam
taken, on-line training access provided).

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3 CERTIFICATION

3.1 What does the certification correspond to?

The Alcatel-Lucent Enterprise Certification Program validates the skills for individuals in Sales,
Pre-Sales and Post-Sales scope. For more details about certification levels and associated
required competencies, please visit the Training & Certification Services/Certification section on
MyPortal.

3.2 Who can take the exam?

It concerns Engineers from Business Partners (direct or indirect) or End Customers.

4 Who can order certifications?

You have to take into account a defined process to register for a certification and/or training.
The booking for training and certification is done by Contracted Business Partners. Indirect
Business Partners have access through their master distributors in order to place an order. End
Customers have access through their distributors (Business Partner).
Please visit the Certification section on MyPortal to have more details about the process.

4.1 How can I prepare for certification?

You can acquire the skills needed and knowledge to pass the certification exams through
recommended learning solutions (training, Tap-Lab…), product material and on-the-job
experience. We always combine acquisition of knowledge and know-how to meet both your
business and the certification requirements.

4.2 Who can take the exam?

Alcatel-Lucent Enterprise Certification exams are web-based for basic and advanced levels or
proctored in classroom for the Expert level.
To register to certification exams, please contact your local Training Customer Support.

4.3 What materials are allowed during the exam?

Alcatel-Lucent Enterprise Certification is open book (release notes, course manuals, personal
notes, etc.) for voice product and closed book for Network product except User Manuals and
Troubleshooting Guide ONLY. In any case, participants are NOT allowed to use any of their own
electronic devices either, such as notebook computer, palm pilot, cell phone, etc.

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4.4 What do I get if I pass the certification?
When a candidate takes an online certification exam, the results are provided immediately.
When a candidate takes a certification exam in classroom, the results are sent by email within
three weeks after the date of the exam.
Trainees can print their diploma by themselves via their Knowledge Hub. This document
mentions on which product and major releases the candidate is certified.
By the way, the candidate's profile is updated in the Alcatel-Lucent Enterprise Customer
Relationship Database CRD with the certification level.

4.5 Is there any expiration date for certification title?

The certification achievement date is the date of the exam. The achieved certificate is valid two
years.

4.6 Is the certification still available if the candidate decides to work

for another company?
The certification is still available for the candidate in any case but it cannot be taken into
account for Accreditation purposes for his/her new company for 6 months.

4.7 What do you advise me to do if I fail?

Before taking an exam, it's essential to have the knowledge of the product corresponding to the
level of certification. Please check if you attended all the recommended courses before you take
the exam. If not, it means you should attend the training you need to increase your chances of
passing the exam. Besides, we can help you to work on subjects you have difficulties
understanding if you don't remember enough: Tap-Labs, specific trainings…. Please contact us:
education-services@al-enterprise.com for more information.

4.8 I have gained some valuable experience on PBX products and want
to be trained and certified on OmniPCX range. What do you advise
me to do?
Our Learning solutions portfolio provides curricula for newcomers and experienced trainees on
previous product/release.

October 2022 Page 8