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Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
Business Communications Manager 2.5
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Business Communications Manager 2.5

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  • 1. Page 1 of 13 BUSINESS COMMUNICATIONS MANAGER 2.5 ACCREDITATION FOR CHANNEL PARTNERS INTRODUCTION Nortel Networks is pleased to launch the Business Communications Manager 2.5 Accreditation process. Nortel Networks is committed to delivering industry-leading solutions that meet the needs of the enterprise small site customer to their total satisfaction. Our valued channel partners play a critical role in ensuring our customers’ satisfaction and our mutual profitability by being fully prepared to install and support the Business Communications Manager solution. Therefore, with the introduction of Business Communications Manager 2.5, product access (accreditation) criteria are being introduced to ensure that our partners possess the appropriate skill sets and support mechanisms to sell and install BCM. The fulfillment of the criteria will in turn help to ensure profitability for the partner, starting with the prospecting and selling process and ending with complete customer satisfaction. This document describes the requirements that a Channel Partner must meet in order to sell and service Nortel Networks Business Communications Manager 2.5 solutions. A Channel Partner is authorized to sell and service Business Communications Manager 2.5 when they fulfill accreditation program requirements herein which consist of training, demo equipment, and specific support and service requirements. If the partner fails to meet the accreditation criteria, Nortel Networks reserves the right to withdraw product access. This document provides the following information:  Product accreditation application form  Service & support entitlement  Profile of ideal Channel Partners  Training requirements  Demo equipment requirements  Service and support requirements  Accreditation process  Additional terms and conditions of program For product information, please visit the Business Communications Manager 2.5 section of the nortelnetworks.com web site. Business Communications Manager 2.5 Accreditation
  • 2. Page 1 of 13 Business Communications Manager 2.5 Accreditation Application Form Upon completion of the Accreditation Program requirements, please provide the following information: STEP 1 Please provide the following background information on your company. Contact Name: Title: Company Name: Address: City: State/Prov.: Zip/Postal Code: Country: Phone Number: Fax Number: Email: STEP 2 Training Course Assessment Test & Certification Requirements: A minimum of 2 Installation/Service personnel must complete either Technical Training Track 1, 2 or 3 and at least one Sales Engineering personnel must complete the Sales Engineering Training Track to support the sale of Business Communications Manager 2.5. Please complete the information in the following table and attach all certificates granted at the successful completion of the course assessment tests when sending in this form. Use additional forms if necessary. Type Employee Course Number Date Certification Last Name, First Name (s) exam (Yes/No) Technical Training Track _____ Technical Training Track _____ Technical Training Track _____ Technical Training Track _____ Sales Engineering Track Sales Engineering Track Sales Engineering Track Business Communications Manager 2.5 Accreditation
  • 3. Page 2 of 13 NOTES: - Provide only the names or numbers of the Business Communications Manager exams listed in this program document. - Please attach a written note with explanation if a course certificate is not attached. - If an approved SSCP for Business Communications Manager will be utilized to provide installation and Level 1 support, please provide evidence of this contractual arrangement. STEP 3 A Channel Partner must have the demo equipment that is described in the Program. Please attach a copy of a purchase order to this form, showing the equipment that was ordered. Demo Equipment Ordered Yes No P.O. Copy Attached with Form1 Yes No 1 If a purchase order is not available, on a separate page please provide a breakdown of the demo equipment listing catalog numbers of all devices. Nortel Networks reserves the right to request additional information, or to an audit, in order to verify the claim. STEP 4 A Channel Partner should be able to provide the services (either directly or via an approved Supplemental Service Contract Provider for Business Communications Manager) that are described in the chart below. Check the boxes to indicate that you provide the listed services and support. If you are contracted with a Supplemental Service Contract Provider to supply these services, please so indicate and provide proof thereof. For further information on these items also see Section C Service and Support Requirements under the headings Design Services, Implementation Services, Support Services, Ongoing Maintenance Services. Network Audit Auditing the network to confirm it can, and is properly configured to, support the designed voice application at the required level of quality of service. Network Level Systems Integration Integrating the disparate elements and applications on a network to ensure they all function properly and without causing degradation in any of their functions. Site Surveys Surveying a site to assess the factors that are pertinent to ensuring a successfully operating Business Communications Manager solution. Business Communications Manager Application and Network Design Ability to design the network to support the application, and the ability to design the Business Communications Manager application to meet the customer’s requirements. Project Management Coordinate the necessary parties in the implementation of a new system or the upgrade of an existing system to ensure successful and timely provision of service to the customer. Device Configuration Operating system installation and configuration, application software Business Communications Manager 2.5 Accreditation
  • 4. Page 3 of 13 installation and configuration, for all components of the Business Communications Manager application and supporting network. Physical Installation Placement, interconnection, and cabling of equipment – includes all devices such as base and expansion cabinets, media bay modules, analog, digital and IP terminals. Loading of operating system and application software. 24x7 Phone Support Providing 24 hours a day, 7 days a week phone support (either live or via pager & call back after regular business hours) to correct customer reported problems, and to escalate these problems in cases where they cannot be corrected by the technical support center. 2-Hour Call Back Response The ability of the Partner technical support center to respond to request for service within 2 hours. Remote Management Ability to remotely manage the operation of the system. This includes monitoring & receiving alarms and applying resources to correct the problem. It also includes the proactive prevention of problems through keeping the software and system configuration current. The ability to remotely connect to communicate with, and service the equipment. Maintenance Services Moves, Adds, Changes, Regular Equipment Maintenance - inspection, identifying preventative replacements required, etc. Backup Services - doing scheduled backups, swapping tapes. Traffic Analysis Capturing and analyzing network and application performance data relative to the amount of voice and data traffic the solution is supporting. Making determinations on the degree to which the load on the system is within or exceeding the capacity engineering guidelines of the system. Business Communications Manager 2.5 Accreditation
  • 5. Page 4 of 13 STEP 5 Please sign below. Make sure that you have included all of the necessary paperwork. Fax this form and all attachments to _______________. I certify that this information is in accordance with the terms and conditions of the Business Communications Manager 2.5 Accreditation and that the above information is true and correct as of the date of submission. _____________________ (channel partner) agrees to immediately notify Nortel Networks in the event that any of the requested information changes. - ______________________ (channel partner) agrees to permit Nortel Networks reasonable access to its records and anything additional necessary to verify the requested information from time to time during the relationship of the parties. ____________________ (channel partner) agrees that Nortel Networks shall be entitled to all remedies at equity and at law, including without limitation the cessation of access to Business Communications Manager in the event ____________________ (channel partner) breaches the requirements of this paragraph. Signature: Print Name: Title: Date: Phone Number: *Nortel Networks, the Nortel Networks logo, and Business Communications Manager are trademarks of Nortel Networks. Business Communications Manager 2.5 Accreditation
  • 6. Page 5 of 13 BCM 2.5 SERVICE & SUPPORT ENTITLEMENT With launch of Business Communications Manager 2.5, partners who meet defined product and support access criteria are entitled to remote technical phone assistance, software patches and maintenance releases, ITAS web access and a 12-month return to factory warranty from Nortel Networks. Technical assistance will be provided at no incremental charge during normal business hours (Monday through Friday from 7am to 7pm CST) for a period of three years. This 3-year support entitlement will be based on the product’s original date of manufacture and includes all Business Communications Manager products. Emergency Support is provided outside of normal business hours at no incremental charge; however, general support is billable on a per-incident basis. Partner’s callers will be advised of billable call scenarios prior to proceeding with phone support. In addition, accredited partners have access to and are entitled to re-sell 2300 and 2500 Assurance services to supplement their existing service strategy. Depending on the Assurance service level selected, the partner or their customer may receive advanced parts shipment, technical phone assistance or on-site labor for parts replacement. Additional information on Assurance Services is located on the Partner Information Center website. CHANNEL PARTNER PROFILE This section is intended to help potential Channel Partners evaluate whether they meet the profile of companies that will successfully sell, design, install, and support Business Communications Manager 2.5 based networks. An ideal Channel Partner should have most or all of the following attributes:  Experience in providing end-to-end telephony implementations using products such as Nortel Networks Norstar or Business Communications Manager 1.0 or 2.0 or competitive product lines.  Expertise in enabling quality of service or class of service in small to medium size data networks  Expertise in deploying Windows NT based Computer Telephony Integration (CTI), Call Center or Unified Messaging applications  Expertise with TDM based telephony networks  Experience in providing voice-over IP/Frame/Asynchronous Transfer Mode (ATM) solutions to customers  Professional and project management services  Support infrastructure that provides 24x7 phone support, response within 2 hours and remote network management capabilities ACCREDITATION REQUIREMENTS A. TRAINING REQUIREMENTS Having adequately trained sales engineering, installation and service personnel is key to a partner’s success with the Business Communications Manager. With investments in training, partners will gain competencies in product. The higher level of expertise attained will allow the channel partner to differentiate themselves in the marketplace and to improve their profitability. The base criteria related to sales engineering and technical training are as follows. Accreditation Technical Training Requirements (Installation/Service): • Minimum of 2 individuals to successfully complete training track 1, 2, or 3 (as applicable) as described in the charts below and pass Nortel Networks BCM 2.5 certification exam (to be enforced 90 days post the availability of the exam) Accreditation Sales Engineering Training Requirements: • Minimum of 1 individual to successfully complete the Sales Engineering training track and pass Nortel Networks BCM 2.5 certification exam (to be enforced 90 days post the availability of the exam) Business Communications Manager 2.5 Accreditation
  • 7. Page 6 of 13 Technical Support Access Training Requirements: •Any individual calling for remote technical phone assistance must successfully complete training track 1, 2, or 3 (as applicable) as described in the charts below. In addition, these individuals must complete the BCM 2.5 certification exam (to be enforced 90 days post availability of the exam). This is applicable to individuals over and above the 2-technical trained product access minimum that may be calling for support. The charts below outline the comprehensive training requirements (“training tracks”) that are required for personnel to successfully support Business Communications Manager 2.5. Each training track provides for a different starting level based on the student’s prior experience. The goal of each track is product competency. Assessment exams are provided at the end of the leader-led courses and successful completion of the exam is required to obtain credit for the course. Individuals who feel they have the prerequisite knowledge from previous work experience may elect to take the end of course assessment test to meet the prerequisite knowledge requirements. These assessment exams are offered via the web for a nominal fee. Assessment exams are available for all Classroom based Leader led courses (Course # ends in a ‘C’). The assessment exams are numbered the same way as the courses except suffixed with an ‘A’. For example, the assessment exam for 621C is 621A. A single assessment exam (0636A) exists for the three delta Centra courses (630F, 631F, 632F). Access to Business Communications Manager 2.5 and to ITAS/GCCS support requires completion of one of the technical Business Communications Manager 2.5 training tracks. Completion of any of the three tracks should adequately prepare the student for the Business Communications Manager 2.5 Certification Exam that is scheduled to be available in Q4, 2001. In lieu of the Business Communications Manager 2.5 Certification Exam availability, access to Business Communications Manager and to ITAS/GCCS support will be based on course assessment completions. Those taking the Norstar Experienced track (Track 2) must pass the 0622A assessment exam to show initial competency. Technical Training Track 1: For those with no previous Business Communications Manager or Norstar knowledge, or come from a data or Meridian 1 background 0621C Classroom BCM 2.5 Hardware 2 Days Leader-led Overview and Installation 0622C Classroom BCM 2.5 Programming 3 Days Leader-led Core Voice 0624C Classroom BCM 2.5 Core Call Pilot 3 Days Leader-led Voice Messaging 0625C Classroom BCM 2.5 Advanced Call 2 Days Leader-led Pilot Messaging and Call Center 0626C Classroom BCM 2.5 Advanced Voice 2 Days Leader-led Networking 0623C Classroom Data Networking for BCM 3 Days Leader-led 2.5 0606H Self Paced BCM 2.5 Programming CTI (Computer Telephony Integration) Courses are suggested in the sequence above. If necessary to take courses out of sequence, please see the Global Knowledge website for more info on individual course prerequisites. Technical Training Track 2: For those who are Norstar experienced, but have no previous Business Communications Manager knowledge 0621C Classroom BCM 2.5 Hardware 2 Days Leader-led Overview and Installation 0624C Classroom BCM 2.5 Core Call Pilot 3 Days Business Communications Manager 2.5 Accreditation
  • 8. Page 7 of 13 Leader-led Voice Messaging 0625C Classroom BCM 2.5 Advanced Call 2 Days Leader-led Pilot Messaging and Call Center 0626C Classroom BCM 2.5 Advanced Voice 2 Days Leader-led Networking 0623C Classroom Data Networking for BCM 3 Days Leader-led 2.5 0606H Self Paced BCM 2.5 Programming CTI (Computer Telephony Integration) Courses are suggested in the sequence above. If necessary to take courses out of sequence, please see the Global Knowledge website for more info on individual course prerequisites. Technical Training Track 3: For those who are fully experienced with Business Communications Manager 2.0 0630F Centra Web- BCM 2.0 to 2.5 4 hours based Leader- Hardware and led Initialization Update 0631F Centra Web- BCM 2.0 to 2.5 4 hours based Leader- MCDN, Call led Center and CTI Update 0632F Centra Web- BCM 2.0 to 2.5 4 hours based Leader- VoIP and Data led Update Courses are suggested in the sequence above. If necessary to take courses out of sequence, please see the Global Knowledge website for more info on individual course prerequisites. Sales Engineering Training Track: 0621C Classroom BCM 2.5 Hardware 2 Days Leader-led Overview and Installation 0622C Classroom BCM 2.5 Programming 3 Days Leader-led Core Voice 0626C Classroom BCM 2.5 Advanced Voice 2 Days Leader-led Networking 0623C Classroom Data Networking for BCM 3 Days Leader-led 2.5 0191C Classroom BCM 2.5 Sales Engineering 2 Days Leader-led Solutions Courses are suggested in the sequence above. 0621C, 0622C, 0626C, and 0623C can all be tested out of with the corresponding assessment exam. Prequisites for those who have a voice background, but little or no data experience: Business Communications Manager 2.5 is a converged voice / data platform requiring a basic level of Data skills to properly administer and troubleshoot. We recommend some combination of the following, which can be found from the GKN main web site (http://www.globalknowledge.com) along with the appropriate Business Communications Manager specific training track Business Communications Manager 2.5 Accreditation
  • 9. Page 8 of 13 281295 Self Paced MS Internet Explorer 5.0 Fundamentals (CD) 280890 Self Paced Essentials of Computer Networks: LANs (CD) Prerequisite Knowledge for 0623C 281161 Self Paced Essentials of Computer Networks: WANs (CD) Prerequisite Knowledge for 0623C Prerequisite for those without a voice or telephony background: Business Communications Manager 2.5 is a converged voice / data platform requiring a basic level of telephony skills to properly administer and troubleshoot. We recommend some combination of the following which can be found from the GKN main web site (http://www.globalknowledge.com): 3750 Leader-led Telecommunications Fundamentals I 2 days classroom or Prerequisite knowledge for 0622C virtual class Additional course description information and schedules may be obtained by viewing the following website: http://get.globalknowledge.com/norteltraining. The phone number for Global Knowledge registration is 1-866-456-2085. Formal training for sales personnel on Business Communications Manager 2.5 is recommended. Contact Global Knowledge or visit their website for information on the courses available. Use of Supplemental Service Contract Providers: The Supplemental Service Contract Provider (SSCP) program is a service and support strategy offered to authorized subcontractors for Nortel Networks distribution channels of the Meridian 1 and Business Communications Manager product lines under the U.S. and Canadian Distributor Agreements. There is an increasing need for Nortel Networks channel partners to augment their Level 1 technical personnel both in numbers and in geographic reach to assure proper service coverage in partner target markets. The Supplemental Service Contract Provider program has been developed to assist Nortel Networks channel partners in addressing this issue by approving subcontractors who may then be utilized to install and maintain Meridian 1 and Business Communications Manager systems on behalf of the distributors. In order to be approved for the SSCP program, a subcontractor must have all of their technical support staff, who will work on the Business Communications Manager, take and pass the Business Communications Manager certification exam. Any channel partner desiring access to sell the Business Communications Manager and who is contracted with a SSCP to provide complete installation and Level 1 service support, must provide evidence of that contractual arrangement upon applying for product access. The SSCP program office will then provide verification of the subcontractors’ participation as a SSCP for Business Communications Manager. As stated in the SSCP Agreement, all support services required by the SSCP beyond Level 1 are to be obtained by the channel partner with whom the SSCP has the subcontract, and not from Nortel Networks directly. Requests for escalated support from Nortel Networks must be initiated by the channel partner, not from the SSCP. Therefore, the channel partner will still be required to meet the training criteria of a minimum of two (2) certified technical support individuals as described above. Contact the SSCP Program office at cssweb@nortelnetworks.com to obtain a list of approved SSCP subcontractors for BCM or more information on the SSCP program. B. DEMO EQUIPMENT REQUIREMENTS Channel Partners must obtain the Business Communications Manager 2.5 equipment for demonstration purposes. The configuration for the Business Communications Manager system may vary depending on partner preferences and the applications supported by the partner. Outlined below is a suggested equipment list for the demo system. Suggested base configuration: Business Communications Manager 2.5 Accreditation
  • 10. Page 9 of 13 • NA Business Communications Manager 0x0 w/ WAN + LAN or 2LAN • Business Communications Manager DTM (Digital Trunk Module) • Business Communications Manager CMB4x16 (Combo CTM-4 x DSM-16) • Business Communications Manager ASM8 (Analog Station Module) • Business Series Digital Sets (T7208, & 7316, M7324) • i2004 Internet Telephones • Internet Telephone Switch Modules (for the back of the i2004 sets) • USB headsets (for use with i2050 Software Phone) • PCs with multiple boot Operating Systems (WIN98SE, WIN 2000) • 10/100 switch (Business Policy Switch, Baystack 450/420) • Keycode Functionality (Call Center, Unified Messaging, Voice Messaging, etc.) Suggested optional components: • Access to M1 system for demonstrating (ITG and MCDN) functions. • Business Communications Manager BRI S/T (BRI Module) • Business Communications Manager FEM6 (Fiber Expansion Module) • e-Mobility 802.11 Wireless Equipment (Access Point, Wireless IP terminals) Channel partners may utilize the 3D Demo Program to purchase the required demo equipment. The 3D Demo Program provides a 54% discount to partners on any Nortel Networks Enterprise Solutions equipment purchased for lab or demo purposes. Visit the Programs page on Partner Information Center for more information on the 3D Demo program and other programs which may be utilized for the Business Communications Manager. Channel Partners are also encouraged to have lab equipment to replicate customer sites. Channel Partners should utilize the standard order process to order the products through the appropriate catalogs. Lab equipment will be deployed upon Channel Partner’s completion of lab preparation requirements. Outlined below are the minimum equipment requirements for a BCM lab environment. The configuration below highlights use of only the minimum basic system components, IP telephony, and legacy analog devices. Suggested lab base configuration: • (2) NA Business Communications Manager 0x0 w/ WAN + LAN • (2) Business Communications Manager DTM (Digital Trunk Module) • (2) Business Communications Manager CMB4x16 (Combo CTM-4 x DSM-16) • (2) Business Communications Manager ASM8 (Analog Station Module) • (6) Business Series Digital Sets (T7208, & 7316, M7324) • (6) i2004 Internet Telephones • (2) Internet Telephone Switch Modules (for the back of the i2004 sets) • (2) USB headsets • (4) PCs with multiple boot Operating Systems (WIN98SE, WIN 2000) • (1) Hub • Keycode Functionality (MCDN, Unified Messaging, Fax Messaging, etc.) Suggested lab optional components: • Access to M1 system for Setup and Testing (ITG and MCDN) functions. • Business Communications Manager DECT8 (DECT interface Module) • Business Communications Manager BRI S/T (BRI Module) • Business Communications Manager FEM6 (Fiber Expansion Module) • e-Mobility 802.11 Wireless Equipment (Access Point, Wireless IP terminals) C. SERVICE AND SUPPORT REQUIREMENTS Business Communications Manager 2.5 Accreditation
  • 11. Page 10 of 13 Channel Partners should be able to provide (either directly or via an approved SSCP for BCM) network design, installation, and support services based around the Business Communications Manager 2.5. These services are described below. • Design Services: Channel Partners must be able to offer professional services to help customers plan and design Internet Telephony networks. These include defining customer requirements, conducting traffic analysis, capacity planning and determining the overall ability of a data network to handle real-time voice traffic. It should also include the ability to recommend design solutions to implement reliable, scalable and high-performance Business Communications Manager 2.5 based networks that will meet customer requirements. These design services apply to new systems, and to existing systems being upgraded or evolved. • Implementation Services: These include the ability to perform project management, conduct site surveys, perform physical installation of Business Communications Manager 2.5 devices, operating system installation and configuration, application software installation & configuration, user and subscriber configuration, stage and configure these devices, add/move/delete subscribers, audit performance levels and integrate with third-party devices. These implementation services apply to new systems, and to existing systems being upgraded or evolved. • Problem Recovery Services: Channel Partners must provide 8x5 live phone support to customers that have Business Communications Manager 2.5. This includes a maximum 2-hour call response time. Channel Partners must have remote management capabilities. Technical Support Services are available from Nortel Networks to authorized Channel Partner Support Agents that have met the Nortel Networks defined curriculum requirements and are on the authorized callers list. • Ongoing Maintenance Services: These include post-installation maintenance services of alarm monitoring, moves/adds/changes, system backups, defective hardware replacement and subsequent implementation services to restore the system to a functioning state. ACCREDITATION PROCESS A Channel Partner must meet the training, demo equipment and service and support requirements of this Program. They must then complete the form at the front of this document, include all back-up information, and submit to the Nortel Networks Distribution Contracts group. Provided that the Channel Partner has submitted all the necessary information, a letter will be issued of approval/denial of a Channel Partner's accreditation. ADDITIONAL TERMS AND CONDITIONS • Channel partners authorized to sell Business Communications Manager prior to July 1, 2001 will have 90 days from the date of notification of accreditation requirements in which to meet the above specified accreditation requirements. • If any employee was used to meet the training requirements and 1) leaves the company, 2) has his/her employment terminated or 3) moves to another job function outside the Business Communications Manager 2.5 sales or support arena, the Channel Partner must notify Nortel Networks. It is the obligation of the Channel Partner to continue to meet the training requirements. From the time of an employee change stated above, the Channel Partner will have 90 days to meet its training requirements for the new employee. • Nortel Networks may approve an application from a Channel Partner without auditing the information that was submitted by the Channel Partner. The information may be audited at a later date. • Channel partners requesting approval to sell Business Communications Manager and are contracted with a Supplemental Service Contract Provider (SSCP) to provide complete installation and Level 1 service support, must provide evidence of that arrangement upon application for product access. The SSCP program office will provide verification of the specific SSCP’ participation in the program. This information is required in addition to the verification that the channel partner has met the minimum technical training requirements for accreditation. • At its sole discretion and without assuming any liability, Nortel Networks may cancel, suspend, amend, modify, revoke, or terminate this Program, in whole or in part, for any reason, at any time, with reasonable notice to its Channel Partners. Business Communications Manager 2.5 Accreditation
  • 12. Page 11 of 13 • Nortel Networks reserves the sole right to interpret any and all terms and conditions of this Program. • Questions regarding this Program should be directed through the Nortel Networks channel marketing team assigned to each Channel Partner. Any exceptions or modifications granted to the terms and conditions of this Program must be in writing from Nortel Networks from an individual with the authority to grant such exceptions or modifications. The Nortel Networks account representatives have no authority to interpret or vary the terms of this Program. • Nortel Networks waives any and all liability relating to the results of any of its marketing plans or programs. *Nortel Networks, the Nortel Networks logo, the Globe mark, Meridian, Meridian 1, Norstar and Business Communications Manager are trademarks of Nortel Networks. Windows, Windows NT and Microsoft are trademarks of Microsoft Corporation. Business Communications Manager 2.5 Accreditation

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