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mcp_example

VIEWS: 2 PAGES: 28

									                                    Change History
Issue     Date      Summary of changes to competencies
 1.0    24-May-11   First release

 1.1    12-Jul-11   Edit to add LAN competencies (VLAN etc).
                        Engineer Name       A. Smith                                                                                                                Assessor Name     D. Jones
                     Name of Employer       XYZ Communications                                                                                            Assessor email address      d.jones@xyz.co.uk
               Engineer email address       a.smith@xyz.co.uk                                                                                       Assessor Telephone Number         01234 098765
         Engineer Telephone Number          01234 567890                                                                                                Date of Final Assessment
                          Engineer Role       Field Based Engineer       Remote Engineer                                                                    Assessor Declaration

Completion Information                                                                                           As the assessor of the engineer named above, I confirm that the engineer has met each competency
                                                                                                                 assessment criteria in full.
  When this form has been completed by the engineer and verified by the assessor, the assessor
                                                                                                                 In approving this assessment, I also agree that I may be subject to investigation if the competency of the
  must email the completed form to:
                                                                                                                 engineer is called in question in terms of satisfying any aspect of the Mitel Engineering Accreditation
                                            meas@mitel.com
                                                                                                                 Scheme (MEAS).
                Accreditation Pathway       Communications - MCD                                                 Competency Levels
                  Level of Assessment       Mitel Certified Professional (MCP)                                   Task completed or applied knowledge in work situation                     1
               Software Release Level       MCD 4.2                                                              Engineer self-assessed as competent                                       2
                            Date Issued     June 2011                                                            Engineer assessed as competent by more senior engineer                    3

                                                                                                                                                                                          Eng Development Record

                                                                                                                                                                                      1    2    3    4    5    6    7




                                                                                                                                                                                    Sample Industries
Mitel Leader-led or self-study            Underpinning Knowledge &/or Clarifying Questions                          Ref Competency Assessment Criteria




                                                                                                                                                                                     ACME Supplies
                                                                                                                                                                                      Installation for



                                                                                                                                                                                      Installation for




                                                                                                                                                                                                                        Assessor only
                                                                                                                                                                                      Installation for
                                                                                                                                                                                       22/09/11 Self
                                                                                                                                                                                       Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor                No. The competencies in this column define what the




                                                                                                                                                                                        ABC Bank
obtain further information required to understand the competency assessment criteria or standard                        engineer must be able to do to meet the criteria
meet the competency criteria


                                                                                                                        Installation
                                                                                                                      1 Pre-installation

                                          Explain where to find health & safety information for their employer
Company H&S Policy                        and customer site and follow customer and employers H&S                  1.01 Follow health & safety procedures (local & Mitel)            2
                                          procedures


                                          Have you been issued with PPE?                                           1.02 Use relevant Personal Protective Equipment (PPE)             2


                                          Check kit against order information                                      1.03 Check hardware received against kit list                     1     2
                                          Company policy. What is the process to order spares and return
                                          faulty equipment?
                                                                                                                   1.04 Understand the dead on Arrival Process (DOA)                 1     1   2




                                                                                           Competency Record Sheet - Page 2 of 28
                                                                                                                                                                                      Eng Development Record

                                                                                                                                                                                  1    2   3    4     5   6    7




                                                                                                                                                                                 Sample Industries
Mitel Leader-led or self-study          Underpinning Knowledge &/or Clarifying Questions                     Ref Competency Assessment Criteria




                                                                                                                                                                                  ACME Supplies
                                                                                                                                                                                   Installation for



                                                                                                                                                                                   Installation for




                                                                                                                                                                                                                   Assessor only
                                                                                                                                                                                   Installation for
                                                                                                                                                                                    22/09/11 Self
                                                                                                                                                                                    Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor         No. The competencies in this column define what the




                                                                                                                                                                                     ABC Bank
obtain further information required to understand the competency assessment criteria or standard                  engineer must be able to do to meet the criteria
meet the competency criteria


                                        Is everything in place for the install to begin? Customer tasks
                                        completed, dealer tasks completed?
                                                                                                             1.05 Review the statement of works for the install                   1    2
                                                                                                                2 Install Controller Components
3300 ICP Basic                          Applies to all:                                                      2.01 Hard disk drives & raid (if applicable)                         1    1   2
3300 ICP Basic                          Check correct hardware delivered                                     2.02 E2T card                                                        1    1   2

3300 ICP Basic                          Anti-static precautions observed and used.                           2.03 Trunk/DSP modules                                               1    2

3300 ICP Basic                          Ensure screws securing hardware are tight                            2.04 Embedded Analogue cards (AMB/AOB)                               1    2
                                        Check all connections are firm                                       2.05 Fit controller and other units into racks or other fittings.    1    2
                                                                                                                3 Connect to controller & power up
                                        Are connections being made on the customer LAN? If so has the
3300 ICP Basic
                                        customer approved this?
                                                                                                             3.01 Connect maintenance PC to controller via LAN                    1    2
3300 ICP Basic                          Ensure you have the correct cable                                    3.02 Connect maintenance PC to controller via serial                 2
3300 ICP Basic                          Use suitable comms program to monitor                                3.03 Power up controller and monitor boot up                         2
3300 ICP Basic                          Use the help for the correct commands                                3.04 Power down/reset/reboot procedure                               2
                                                                                                                4 Licensing and AMC
                                        How does your company use and access the AMC. Do you have
3300 ICP Basic
                                        an account or is the application record supplied to you directly?
                                                                                                             4.01 Confirm Application record ID (AMC)                             1    2
                                        If at customer site obtain IP information from customer and inform
3300 ICP Basic
                                        customer of AMC requirements through the firewall.
                                                                                                             4.02 Configure controller IP settings for AMC access                 1    2
3300 ICP Basic                          Register the licence online from the 3300                            4.03 Configure licence form from AMC                                 1    2
3300 ICP Basic                          Maintenance Command DBMS STAT                                        4.04 Enable/check DBMS is on                                         2
                                                                                                                5 Installation Programming - basic
3300 ICP Basic                          If at customer site obtain IP information from customer              5.01 Configure controller IP for customer LAN                        1    2
                                        Ensure customer is aware you are connecting the controller to
3300 ICP Basic
                                        their LAN.
                                                                                                             5.02 Connect controller to customer LAN                              1    2




                                                                                        Competency Record Sheet - Page 3 of 28
                                                                                                                                                                                        Eng Development Record

                                                                                                                                                                                    1    2   3    4     5   6    7




                                                                                                                                                                                   Sample Industries
Mitel Leader-led or self-study              Underpinning Knowledge &/or Clarifying Questions                       Ref Competency Assessment Criteria




                                                                                                                                                                                    ACME Supplies
                                                                                                                                                                                     Installation for



                                                                                                                                                                                     Installation for




                                                                                                                                                                                                                     Assessor only
                                                                                                                                                                                     Installation for
                                                                                                                                                                                      22/09/11 Self
                                                                                                                                                                                      Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor               No. The competencies in this column define what the




                                                                                                                                                                                       ABC Bank
obtain further information required to understand the competency assessment criteria or standard                        engineer must be able to do to meet the criteria
meet the competency criteria


3300 ICP Basic                              Consult with customer about how DHCP will be configured                5.03 Programme controller DHCP                                   1    2
3300 ICP Basic                              Ensure you have the options information required                       5.04 Program (or advise customer) on Windows DHCP                1    1   2
                                                                                                                      6 Installation Programming - LAN Network
                                            The 3300 and IP phones will be on a voice VLAN separate from
3299 ICP Basic/Advanced/external training
                                            the data VLAN
                                                                                                                   6.01 Install the controller and IP phones into a VLAN network    1    1   2                        3
                                            Configure the 3300 for connection to a VLAN network; program
3300 ICP Basic/Advanced/external training
                                            the 3300 layer 2 switch for VLAN ID and QoS.
                                                                                                                   6.02 Configure controller layer 2 switch for VLAN operation      1    1   2                        3
                                            Configure internal 3300 DHCP options for VLAN ID and QoS for
3301 ICP Basic/Advanced/external training
                                            the IP Phones
                                                                                                                   6.03 Program controller DHCP to provide VLAN options             1    2                            3
                                            Consult with customer about configuring network DHCP servier for
3302 ICP Basic/Advanced/external training
                                            VLAN ID and QoS for IP Phones
                                                                                                                   6.04 Programme (or assist with) customer DHCP server             1    1   2                        3
                                            Configure network Layer 2 switch ports to support VLAN operation
3302 ICP Basic/Advanced/external training
                                            of the 3300 and IP phones
                                                                                                                   6.05 Programme a network layer 2 switch                          1    1   1    2                   3
                                            Configure the SNMP forms to send alarm information to an SNMP
3303 ICP Basic/Advanced/external training
                                            manager (such as Enterprise Manager)
                                                                                                                   6.06 Configure SNMP for alarms                                   1    1   2                        3
                                                                                                                      7 Connect/Install/program controller units
3300 ICP Basic                              Applies to all:                                                        7.01 Analogue service units (ASU)                                2
3300 ICP Basic                              Ensure equipment is correctly fitted/mounted in racks if applicable.   7.02 Line cards in ASU II                                        2
3300 ICP Basic                              Make sure the correct connection cables are used                       7.03 Network service units (NSU)                                 2
3300 ICP Basic                              Ensure the units are powered up and LED status is correct              7.04 Peripheral cabinet                                          2
                                                                                                                      8 Install remote access equipment
                                            Ensure equipment is correctly fitted/mounted in racks if applicable.   8.91 Datatrack 'Tracker' or similar remote modem                 1    2
                                            Consult with customer about usernames/passwords and IP
3300 ICP Basic
                                            settings for PPTP
                                                                                                                   8.02 Configure controller PPTP access                            1    1   2
                                                                                                                      9 Install Telephones & Peripherals
3300 ICP Basic                              Do the installation planning forms have all the correct information?   9.01 Install/program analogue/IP phones                          2




                                                                                           Competency Record Sheet - Page 4 of 28
                                                                                                                                                                                Eng Development Record

                                                                                                                                                                            1    2   3    4     5   6    7




                                                                                                                                                                           Sample Industries
Mitel Leader-led or self-study          Underpinning Knowledge &/or Clarifying Questions                           Ref Competency Assessment Criteria




                                                                                                                                                                            ACME Supplies
                                                                                                                                                                             Installation for



                                                                                                                                                                             Installation for




                                                                                                                                                                                                             Assessor only
                                                                                                                                                                             Installation for
                                                                                                                                                                              22/09/11 Self
                                                                                                                                                                              Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor               No. The competencies in this column define what the




                                                                                                                                                                               ABC Bank
obtain further information required to understand the competency assessment criteria or standard                        engineer must be able to do to meet the criteria
meet the competency criteria


                                        Has the System options form been programmed with the set
3300 ICP Basic
                                        registration and replacement codes?
                                                                                                                   9.02 Register IP Devices from Telephone                  2
3300 ICP Basic                          Do you have the IP settings for each phone?                                9.03 Configure static settings on IP phones              1    2
3300 ICP Basic                          Identify the PC to be used and install the software on it ready.           9.04 Install/program 5550/5540 operator consoles         1    1   2
                                                                                                                        Programming Database
                                                                                                                     10 Program other features & applications
                                        Is SDS being used? If so have you set up the required sharing?
3300 ICP Basic
                                        Applies to all forms.
                                                                                                                  10.01 Class of Service (COS)                              2

3300 ICP Basic                          Have you agreed any specific options the customer needs?                  10.02 System Options                                      1    2
3300 ICP Basic                          Do you have the list of FEA the customer will use?                        10.03 Feature Access Codes                                2
3300 ICP Basic                          Is the music source/file subject to any copyright?                        10.04 Install/upload Music on Hold (MOH)                  1    2
3300 ICP Basic                          Identify the pilot numbers and members to be used.                        10.05 Hunt/ring/pickup groups                             2
                                        Consult the installation planning forms for the data to go into each
3300 ICP Basic
                                        form.
                                                                                                                  10.06 Personal ring groups/Dynamic Extension              1    1   1    2
                                        Plan the use of voicemail; mailboxes and other features. Who will
3300 ICP Basic
                                        do the recordings?
                                                                                                                  10.07 Embedded Voicemail (inc recording greetings)        1    2
3300 ICP Basic                          Plan the use of the attendant, is it a single level or multiple levels?   10.08 Embedded Voicemail - multi level auto attendant     1    2
3300 ICP Basic                          Plan the ACD application, agents, call flow and recordings.               10.09 Automatic Call Distribution (ACD)                   1    1   2
                                        Are internal or external (CIS) RADs being used? Who will do the
3300 ICP Basic
                                        recordings?
                                                                                                                  10.10 Recorded Announcement devices                       1    1   2
                                                                                                                     11 Program Trunks and Automatic Route Selection
                                        Have the trunks been presented from the CO? Are they
3300 ICP Basic
                                        operational yet? Plan the day and night answer points.
                                                                                                                  11.01 Program analogue trunks                             2
                                        Have the trunks been presented from the CO? Are they
3300 ICP Basic                          operational yet? What is the DDI range from the provider? How             11.02 Program digital Euro ISDN PRI trunks                1    1   2
                                        many digits are presented?
3300 ICP Basic                          As above for PRI                                                          11.03 Program digital Euro ISDN BRI trunks                1    2




                                                                                          Competency Record Sheet - Page 5 of 28
                                                                                                                                                                          Eng Development Record

                                                                                                                                                                      1    2   3    4     5   6    7




                                                                                                                                                                     Sample Industries
Mitel Leader-led or self-study          Underpinning Knowledge &/or Clarifying Questions                      Ref Competency Assessment Criteria




                                                                                                                                                                      ACME Supplies
                                                                                                                                                                       Installation for



                                                                                                                                                                       Installation for




                                                                                                                                                                                                       Assessor only
                                                                                                                                                                       Installation for
                                                                                                                                                                        22/09/11 Self
                                                                                                                                                                        Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor          No. The competencies in this column define what the




                                                                                                                                                                         ABC Bank
obtain further information required to understand the competency assessment criteria or standard                  engineer must be able to do to meet the criteria
meet the competency criteria


                                        Consult the installation planning forms for the details. Have the
3300 ICP Advanced
                                        inter-office links been provided by the service provider?
                                                                                                            11.04 Program digital DPNSS trunks                        2
                                        Consult the installation planning forms for the details. Has the
3300 ICP Advanced
                                        WAN been configured for IP trunks?
                                                                                                            11.05 Program IP trunks                                   1    1   2
                                        Have the trunks been presented from the CO? Are they
3300 ICP Advanced
                                        operational yet? Do you have the SIP service provider settings?
                                                                                                            11.06 Program SIP trunks                                  1    1   1    2
                                        Plan with the customer the COR to be used and numbers they
3300 ICP Basic
                                        want to restrict/allow for users
                                                                                                            11.07 Program Automatic Route Selection (ARS)             1    2
3300 ICP Advanced                       As above                                                            11.08 Program ARS for alternate/least cost routes         1    1   2
                                                                                                               12 Security Procedures
                                        Change the passwords. Inform the customer of the new
3300 ICP Basic
                                        passwords. Setup up additional user accounts if required.
                                                                                                            12.01 Change controller login and passwords               2

3300 ICP Basic                          Change the admin mailbox passcodes and inform the customer          12.02 Change EVM admin mailbox passcodes                  1    2
                                        Ensure the VM ports and RAD security is correctly setup (training
3300 ICP Basic
                                        course notes)
                                                                                                            12.03 Configure EVM ports/RADs for security               1    2
                                                                                                                  Software maintenance
                                                                                                               13 Software Procedures
                                        Is the customer using an FTP server or stand alone PC for
3300 ICP Basic                          backup/restore storage? If FTP obtain the details of the FTP        13.01 Backup a Database                                   2
                                        server.
                                        Is the customer using an FTP server or stand alone PC for
3300 ICP Basic                          backup/restore storage? If FTP obtain the details of the FTP        13.02 Restore a Database                                  2
                                        server
                                        Ensure you have MOL access and know the latest software
3300 ICP Basic
                                        version
                                                                                                            13.03 Download MCD software from MOL                      2
3300 ICP Basic                          Ensure you have MOL access                                          13.04 Read Software Release Notes                         2
                                        This may be done by your company or Mitel. You need to know
3300 ICP Basic
                                        that it has been done before doing the upgrade
                                                                                                            13.05 Configure AMC App record for new software           2
3300 ICP Basic                          Consult with the customer as to who will do this, them or you       13.06 Install System Software on FTP Server               2
                                        Explain the customer the time this will take and impact on their
3300 ICP Basic
                                        system service
                                                                                                            13.07 Upgrade/Install software with software installer    2
                                        Explain the customer the time this will take and impact on their
3300 ICP Basic
                                        system service
                                                                                                            13.08 Upgrade/install software manually                   2




                                                                                       Competency Record Sheet - Page 6 of 28
                                                                                                                                                                                 Eng Development Record

                                                                                                                                                                             1    2   3    4     5   6    7




                                                                                                                                                                            Sample Industries
Mitel Leader-led or self-study          Underpinning Knowledge &/or Clarifying Questions                           Ref Competency Assessment Criteria




                                                                                                                                                                             ACME Supplies
                                                                                                                                                                              Installation for



                                                                                                                                                                              Installation for




                                                                                                                                                                                                              Assessor only
                                                                                                                                                                              Installation for
                                                                                                                                                                               22/09/11 Self
                                                                                                                                                                               Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor               No. The competencies in this column define what the




                                                                                                                                                                                ABC Bank
obtain further information required to understand the competency assessment criteria or standard                       engineer must be able to do to meet the criteria
meet the competency criteria


                                        Explain the customer the time this will take and impact on their
3300 ICP Basic
                                        system service
                                                                                                                 13.09 Downgrade/swap to previous software                   2
                                                                                                                    14 Install & Use IMAT for the NSU Euro ISDN PRI
3300 ICP Basic                          Windows skills                                                           14.01 Install IMAT on a PC                                  2
3300 ICP Basic                          Check the IP address of the NSU for IMAT                                 14.02 Programme an IP Address into the NSU                  2
                                        Do you have the DDI range and number of digits presented by the
3300 ICP Basic
                                        provider?
                                                                                                                 14.03 Use IMAT to build/load a database                     2
                                                                                                                    15 Program a clustered network
                                        Consult the installation planning forms for the details of which
3300 ICP Advanced
                                        forms will be shared.
                                                                                                                 15.01 Configure System Data Synchronisation                 1    1   2
                                        Consult the installation planning forms for the details of the cluster
3300 ICP Advanced
                                        programming, the CEID numbers required and ARS settings
                                                                                                                 15.02 Configure and program a cluster of multiple 3300's    1    1   2
                                                                                                                    16 Post Installation Documentation and tasks
                                        Consult your company procedures on how the test is conducted,
NA
                                        what is required of you and the customer.
                                                                                                                 16.01 Testing plan for install with customer                1    2
                                        Consult your company procedures on how the test is conducted,
NA
                                        what is required of you and the customer.
                                                                                                                 16.02 Complete the site diary                               2
                                        Consult your company procedures on how the test is conducted,
NA
                                        what is required of you and the customer.
                                                                                                                 16.03 Project completion certificate or sign off            1    2

                                                                                                                       Hardware Maintenance
                                                                                                                    17 Upgrades & Field Replacement Units (FRUs)
                                        Company spares holding procedure and how to order/obtain the
NA
                                        spares.
                                                                                                                 17.01 Understand & follow parts ordering process            2
                                        Anti-static precautions observed and used. Ensure all
3300 ICP Basic                          replacement hardware is checked, fitted correctly and screws             17.02 replace - Hard disk drives & raid (if applicable)     1    1   2
                                        tightened
                                        Anti-static precautions observed and used. Ensure all
3300 ICP Basic                          replacement hardware is checked, fitted correctly and screws             17.03 replace/fit - E2T card                                1    1   2
                                        tightened
                                        Anti-static precautions observed and used. Ensure all
3300 ICP Basic                          replacement hardware is checked, fitted correctly and screws             17.04 replace/fit - Trunk/DSP modules                       1    2
                                        tightened




                                                                                         Competency Record Sheet - Page 7 of 28
                                                                                                                                                                         Eng Development Record

                                                                                                                                                                     1    2   3    4     5   6    7




                                                                                                                                                                    Sample Industries
Mitel Leader-led or self-study          Underpinning Knowledge &/or Clarifying Questions                     Ref Competency Assessment Criteria




                                                                                                                                                                     ACME Supplies
                                                                                                                                                                      Installation for



                                                                                                                                                                      Installation for




                                                                                                                                                                                                      Assessor only
                                                                                                                                                                      Installation for
                                                                                                                                                                       22/09/11 Self
                                                                                                                                                                       Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor         No. The competencies in this column define what the




                                                                                                                                                                        ABC Bank
obtain further information required to understand the competency assessment criteria or standard                 engineer must be able to do to meet the criteria
meet the competency criteria


                                        Anti-static precautions observed and used. Ensure all
3300 ICP Basic                          replacement hardware is checked, fitted correctly and screws       17.05 replace/fit - Embedded Analogue cards               1    2
                                        tightened
                                        Anti-static precautions observed and used. Ensure all
3300 ICP Basic                          replacement hardware is checked, fitted correctly and screws       17.06 replace - System i-Button (CX/CXi, MXe & AX)        1    2
                                        tightened
                                        Anti-static precautions observed and used. Ensure all
3300 ICP Basic                          replacement hardware is checked, fitted correctly and screws       17.07 replace/fit -Power supply                           1    1   2
                                        tightened
                                        Anti-static precautions observed and used. Ensure all
3300 ICP Basic                          replacement hardware is checked, fitted correctly and screws       17.08 replace/fit - AX flash cards (system and EVM)       1    1   1    2
                                        tightened
                                                                                                                 Troubleshooting
                                                                                                              18 Documentation
                                        All docs are on MOL. Ensure you have MOL access and know
3300 ICP Basic
                                        where the docs are located
                                                                                                           18.01 Latest Version of Technicians Handbook              2
                                        All docs are on MOL. Ensure you have MOL access and know
3300 ICP Basic
                                        where the docs are located
                                                                                                           18.02 Latest Release Notes                                2
3300 ICP Basic                          All docs are on MOL. Ensure you are subscribed to notifications    18.03 Register for TIBS (Weekly Updates)                  2
3300 ICP Basic                          All docs are on MOL. Ensure you are subscribed to notifications    18.04 Technical Information Bulletins (TIBS)              2
                                        All docs are on MOL. Ensure you have MOL access and know
3300 ICP Basic
                                        where the docs are located
                                                                                                           18.05 Mitel Online (MOL) Knowledge Base                   2
                                        All docs are on MOL. Ensure you have MOL access and know
3300 ICP Basic
                                        where the docs are located
                                                                                                           18.06 Use of e-Docs (MOL) for Engineering Guidelines      2
                                                                                                              19 Fault finding tools
                                        Consult the technicians handbook for the use of this tool and
3300 ICP Basic
                                        expected results
                                                                                                           19.01 Phone Debug Option                                  2
3300 ICP Basic                          Windows skills                                                     19.02 Network PING command                                2
3300 ICP Basic                          Consult the technicians handbook for the correct boot sequence     19.03 Phone boot sequence                                 1    2
3300 ICP Basic                          Consult the help files for all the maintenance commands            19.04 Controller maintenance logs and alarms              2
3300 ICP Basic                          Consult the help files for all the maintenance commands            19.05 Maintenance commands                                2




                                                                                       Competency Record Sheet - Page 8 of 28
                                                                                                                                                                                        Eng Development Record

                                                                                                                                                                                    1    2   3    4     5   6    7




                                                                                                                                                                                   Sample Industries
Mitel Leader-led or self-study          Underpinning Knowledge &/or Clarifying Questions                        Ref Competency Assessment Criteria




                                                                                                                                                                                    ACME Supplies
                                                                                                                                                                                     Installation for



                                                                                                                                                                                     Installation for




                                                                                                                                                                                                                     Assessor only
                                                                                                                                                                                     Installation for
                                                                                                                                                                                      22/09/11 Self
                                                                                                                                                                                      Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor            No. The competencies in this column define what the




                                                                                                                                                                                       ABC Bank
obtain further information required to understand the competency assessment criteria or standard                      engineer must be able to do to meet the criteria
meet the competency criteria


3300 ICP Basic                          Consult the technicians handbook for the LED status indications       19.06 Controller/peripheral LED's                                     2
                                        Program the Alarm Email notification form in the controller and
3300 ICP Basic                          configure the options for the network email server and email          19.07 Configure controller email alarm notification                   1    1   2
                                        addresses.
                                        Run the CCS trace command to gather trunk calling information.
3300 ICP Basic/Fault finding workshop   Consult the CCS trace training document for an explanation of the     19.08 Use CCS Trace for trunks                                        2
                                        codes.
                                                                                                                 20 Troubleshooting - procedures
                                        Obtain as much information about the fault as you can. Analyse
Fault finding workshop
                                        the data. Is it localised or widespread? Try and reproduce it.
                                                                                                              20.01 Collect relevant information from customer                      2

Fault finding workshop                  Company policy on fault recording                                     20.02 Record relevant information in fault report database            2

                                        Company policy on fault recording                                     20.03 Know the escalation process to next level                       2
                                        Gather as much data on the problem as you can. Request that                 Communicate with customer and/or third party e.g. Customer
                                        tests are done etc.
                                                                                                              20.04
                                                                                                                    IT Support or BT/Other/Network Faults etc
                                                                                                                                                                                    2
                                        Follow your company policy and ensure the customer is informed              Record effective ACTION PLAN & relevant information in fault
                                        of the fault status
                                                                                                              20.05
                                                                                                                    database
                                                                                                                                                                                    2
                                        Company policy on fault recording                                     20.06 Update fault database at all stages                             2
                                                                                                                    Remote Access Engineer
                                                                                                                 21 Fault Reporting software/database
                                        This will depend on the software database application in use.
                                                                                                                      Understand how to use the application to receive and log
                                        Ensure you are trained on how it is used and how data is              21.01
                                                                                                                      faults
                                                                                                                                                                                    2
                                        recorded.
                                        This information should be part of the database application in use.   21.02 Know how to contact the customer by phone or email              2
                                        Company policy on response times                                      21.03 Know the required response times for faults                     2
                                                                                                                    How to escalate a fault to the next level (e.g. call out
                                        Company policy on escalation                                          21.04
                                                                                                                    engineer)
                                                                                                                                                                                    2
                                                                                                                    How to close a fault and provide customer feedback (if
                                        This information should be part of the database application in use.   21.05
                                                                                                                    applicable)
                                                                                                                                                                                    2
                                                                                                                 22 Accessing a customer site




                                                                                       Competency Record Sheet - Page 9 of 28
                                                                                                                                                                             Eng Development Record

                                                                                                                                                                         1    2   3    4     5   6    7




                                                                                                                                                                        Sample Industries
Mitel Leader-led or self-study          Underpinning Knowledge &/or Clarifying Questions                  Ref Competency Assessment Criteria




                                                                                                                                                                         ACME Supplies
                                                                                                                                                                          Installation for



                                                                                                                                                                          Installation for




                                                                                                                                                                                                          Assessor only
                                                                                                                                                                          Installation for
                                                                                                                                                                           22/09/11 Self
                                                                                                                                                                           Assessment
Gives details of where the engineer can Contains further information to help the engineer & assessor      No. The competencies in this column define what the




                                                                                                                                                                            ABC Bank
obtain further information required to understand the competency assessment criteria or standard                engineer must be able to do to meet the criteria
meet the competency criteria


                                        Check how your company connects to remote customer sites.
                                                                                                                Know the different methods to access a customer site.
                                        What security is in place? What precautions must be observed    22.01
                                                                                                                VPN/DataTrack 'Tracker' or similar
                                                                                                                                                                         2
                                        when accessing a customer network remotely.
                                        As above.                                                       22.02 Understand the security requirements for remote access     2




                                                                                    Competency Record Sheet - Page 10 of 28
                                                   Assessor Name     D. Jones                                          Important Notes
                                         Assessor email address      d.jones@xyz.co.uk
                                   Assessor Telephone Number         01234 098765
                                       Date of Final Assessment
                                           Assessor Declaration
As the assessor of the engineer named above, I confirm that the engineer has met each competency
assessment criteria in full.
In approving this assessment, I also agree that I may be subject to investigation if the competency of the
engineer is called in question in terms of satisfying any aspect of the Mitel Engineering Accreditation
Scheme (MEAS).
Competency Levels                                                                                                      Further Information
Task completed or applied knowledge in work situation                     1                                              For further information regarding completion of this form please refer to the Compete
                                                                                                                         Guide
Engineer self-assessed as competent                                       2
Engineer assessed as competent by more senior engineer                    3

                                                                         Eng Development Record

                                                                     1    2    3    4    5    6    7




                                                                   Sample Industries
   Ref Competency Assessment Criteria                                                                                  Engineer Notes



                                                                    ACME Supplies
                                                                     Installation for



                                                                     Installation for




                                                                                                       Assessor only
                                                                     Installation for
                                                                      22/09/11 Self
                                                                      Assessment
   No. The competencies in this column define what the                                                                 Engineer must enter relevant notes to explain



                                                                       ABC Bank
       engineer must be able to do to meet the criteria                                                                how/why they have met the Competency Assessment
                                                                                                                       Criteria


       Installation
     1 Pre-installation
                                                                                                                       I have been provided with H&S training relevant to the
                                                                                                                       tasks that I will complete on customer premises including
  1.01 Follow health & safety procedures (local & Mitel)            2                                                  responsibilities and risk assessments. I understand the
                                                                                                                       need to comply with customer health & safety procedures
                                                                                                                       (particularly signing in & out)
                                                                                                                       All required PPE has been provided by my employer. I
  1.02 Use relevant Personal Protective Equipment (PPE)             2                                                  consult with the customer/project mger concerning use of
                                                                                                                       PPE whn on site
                                                                                                                       I always check the kit list before commencing an
  1.03 Check hardware received against kit list                     1     2                                            installation. If there are any descrepencies I report to
                                                                                                                       customer/proj mger
                                                                                                                       I had to follow the DOA process for 2 IP handsets during
  1.04 Understand the dead on Arrival Process (DOA)                 1     1   2                                        my installation at ABC Bank.




                                                            Competency Record Sheet - Page 11 of 28
                                                                                Eng Development Record

                                                                            1    2   3    4    5    6    7




                                                                          Sample Industries
Ref Competency Assessment Criteria                                                                                            Engineer Notes




                                                                           ACME Supplies
                                                                            Installation for



                                                                            Installation for




                                                                                                              Assessor only
                                                                            Installation for
                                                                             22/09/11 Self
                                                                             Assessment
No. The competencies in this column define what the                                                                           Engineer must enter relevant notes to explain




                                                                              ABC Bank
     engineer must be able to do to meet the criteria                                                                         how/why they have met the Competency Assessment
                                                                                                                              Criteria


                                                                                                                              Before commencing any installation I read through the
1.05 Review the statement of works for the install                         1     2                                            SOW and discuss with the customer any pre-requisites
                                                                                                                              for the equipment to be installed.
   2 Install Controller Components
                                                                                                                              I installed redundant hard drives and RAID card for ABC
2.01 Hard disk drives & raid (if applicable)                               1     1   2                                        Bank.
2.02 E2T card                                                              1     1   2                                        I installed the E2T card into the controller.
                                                                                                                              Both embedded trunk and DSP modules were installed
2.03 Trunk/DSP modules                                                     1     2                                            ensuring the modules were protected by using anti-static
                                                                                                                              measures.
2.04 Embedded Analogue cards (AMB/AOB)                                     1     2                                            I have installed the AMB correctly.
                                                                                                                              I identified the rack space required and fitted equipment
2.05 Fit controller and other units into racks or other fittings.          1     2                                            using correct fittings.
   3 Connect to controller & power up
                                                                                                                              I connected to ACME supplies IT infrastructure with
3.01 Connect maintenance PC to controller via LAN                          1     2                                            approval from their IT department.
3.02 Connect maintenance PC to controller via serial                       2                                                  I have the correct cables required.
3.03 Power up controller and monitor boot up                               2                                                  I have the correct programs required.
3.04 Power down/reset/reboot procedure                                     2                                                  I am able to reboot and/or power down a 3300.
   4 Licensing and AMC

4.01 Confirm Application record ID (AMC)                                   1     2                                            I confirmed the APRID via connecting to the AMC.

                                                                                                                              I provided firewall port settings to the customer to allow
4.02 Configure controller IP settings for AMC access                       1     2                                            AMC access.
4.03 Configure licence form from AMC                                       1     2                                            I successfully licenced the controller for ACME supplies.

4.04 Enable/check DBMS is on                                               2                                                  I always do this when working on customers equipment.
   5 Installation Programming - basic
                                                                                                                              Using the customer supplied IP information I have
5.01 Configure controller IP for customer LAN                              1     2                                            configured the IP settings.
                                                                                                                              I worked with the customer IT department to connect to
5.02 Connect controller to customer LAN                                    1     2                                            the correct switch ports.




                                                                    Competency Record Sheet - Page 12 of 28
                                                                            Eng Development Record

                                                                        1    2   3    4    5    6    7




                                                                      Sample Industries
Ref Competency Assessment Criteria                                                                                        Engineer Notes




                                                                       ACME Supplies
                                                                        Installation for



                                                                        Installation for




                                                                                                          Assessor only
                                                                        Installation for
                                                                         22/09/11 Self
                                                                         Assessment
No. The competencies in this column define what the                                                                       Engineer must enter relevant notes to explain




                                                                          ABC Bank
     engineer must be able to do to meet the criteria                                                                     how/why they have met the Competency Assessment
                                                                                                                          Criteria


                                                                                                                          I have configured DHCP using the customer supplied
5.03 Programme controller DHCP                                         1     2                                            subnets, ranges and options.
                                                                                                                          ABC Bank use their own Windows server for DHCP. I
5.04 Program (or advise customer) on Windows DHCP                      1     1   2                                        worked with their IT team to configure this.
   6 Installation Programming - LAN Network
                                                                                                                          I understand the VLAN requirements for IP phones and
6.01 Install the controller and IP phones into a VLAN network          1     1   2                         3 the controller.

6.02 Configure controller layer 2 switch for VLAN operation            1     1   2                         3 I have configured the layer 2 switch options.

6.03 Program controller DHCP to provide VLAN options                   1     2                             3 I have configured this as part of the DHCP setup.
                                                                                                                          ABC Bank use their own Windows server for DHCP. I
6.04 Programme (or assist with) customer DHCP server                   1     1   2                         3 worked with their IT team to configure this.
                                                                                                                          I have completed this for Sample Industries during their
6.05 Programme a network layer 2 switch                                1     1   1    2                    3 system installation.

6.06 Configure SNMP for alarms                                         1     1   2                         3 ABC Bank use SNMP monitoring.
   7 Connect/Install/program controller units
7.01 Analogue service units (ASU)                                      2                                                  I have installed this whilst working with other MCP's.

7.02 Line cards in ASU II                                              2                                                  I am aware of the correct fitting instructions for line cards.
                                                                                                                          I can identify connection and installation requirements for
7.03 Network service units (NSU)                                       2                                                  the NSU.
                                                                                                                          I have programmed this during a SX2000 to 3300
7.04 Peripheral cabinet                                                2                                                  upgrade.
   8 Install remote access equipment
                                                                                                                          Installed and tested with remote support team access via
8.91 Datatrack 'Tracker' or similar remote modem                       1     2                                            tracker.
8.02 Configure controller PPTP access                                  1     1   2                                        Worked with IT department to configure PPTP access.
   9 Install Telephones & Peripherals
9.01 Install/program analogue/IP phones                                2                                                  I have completed this whilst working with other MCP's




                                                                Competency Record Sheet - Page 13 of 28
                                                                     Eng Development Record

                                                                 1    2   3    4    5    6    7




                                                               Sample Industries
 Ref Competency Assessment Criteria                                                                                Engineer Notes




                                                                ACME Supplies
                                                                 Installation for



                                                                 Installation for




                                                                                                   Assessor only
                                                                 Installation for
                                                                  22/09/11 Self
                                                                  Assessment
 No. The competencies in this column define what the                                                               Engineer must enter relevant notes to explain




                                                                   ABC Bank
      engineer must be able to do to meet the criteria                                                             how/why they have met the Competency Assessment
                                                                                                                   Criteria


                                                                                                                   I have registered IP handsets using the Set Registration
 9.02 Register IP Devices from Telephone                        2                                                  code.
                                                                                                                   I have used the phone debug menu to configure static IP
 9.03 Configure static settings on IP phones                    1     2                                            settings.
 9.04 Install/program 5550/5540 operator consoles               1     1   2                                        Configured 5500 operator consoles for ABC Bank.
      Programming Database
   10 Program other features & applications
                                                                                                                   I can configure different COS to match the required
10.01 Class of Service (COS)                                    2                                                  settings for different devices. i.e. Trunks, Hot desk sets
                                                                                                                   etc. configured system options as required for the
                                                                                                                   I have
10.02 System Options                                            1     2                                            customers deployment.
                                                                                                                   During installations I try to match FAC with existing codes
10.03 Feature Access Codes                                      2                                                  used by the customer.
10.04 Install/upload Music on Hold (MOH)                        1     2                                            I have uploaded customer provided MOH files.

10.05 Hunt/ring/pickup groups                                   2                                                  I have completed this whilst working with other MCP's
                                                                                                                   Configured Dynamic Extension for Sample Industries
10.06 Personal ring groups/Dynamic Extension                    1     1   1    2                                   field based sales staff.
                                                                                                                   I have configured embedded voicemail and provided
10.07 Embedded Voicemail (inc recording greetings)              1     2                                            recording instructions to the customer.
                                                                                                                   MLAA was configured as an answer point for incoming
10.08 Embedded Voicemail - multi level auto attendant           1     2                                            customer queries.
                                                                                                                   ABC Bank have a call centre utilising ACD which I
10.09 Automatic Call Distribution (ACD)                         1     1   2                                        programmed and tested.
10.10 Recorded Announcement devices                             1     1   2                                        ABC Banks call centre uses RAD's.
   11 Program Trunks and Automatic Route Selection

11.01 Program analogue trunks                                   2                                                  I have completed this whilst working with other MCP's

                                                                                                                   I have configured PRI trunking during installation
11.02 Program digital Euro ISDN PRI trunks                      1     1   2                                        ensuring the correct COS and descriptors were used.
                                                                                                                   I configured BRI trunking for connection to ISDN video
11.03 Program digital Euro ISDN BRI trunks                      1     2                                            conferencing equipment.




                                                         Competency Record Sheet - Page 14 of 28
                                                                     Eng Development Record

                                                                 1    2   3    4    5    6    7




                                                               Sample Industries
  Ref Competency Assessment Criteria                                                                               Engineer Notes




                                                                ACME Supplies
                                                                 Installation for



                                                                 Installation for




                                                                                                   Assessor only
                                                                 Installation for
                                                                  22/09/11 Self
                                                                  Assessment
  No. The competencies in this column define what the                                                              Engineer must enter relevant notes to explain




                                                                   ABC Bank
      engineer must be able to do to meet the criteria                                                             how/why they have met the Competency Assessment
                                                                                                                   Criteria


                                                                                                                   I have configured and commisioned intersite DPNSS
11.04 Program digital DPNSS trunks                              2                                                  trunking.
11.05 Program IP trunks                                         1     1   2                                        I have set up intersite IP trunking between 3300's.
                                                                                                                   Using SIP settings provided by the service provider I
11.06 Program SIP trunks                                        1     1   1    2                                   have configured SIP trunking using a SIP proxy.
                                                                                                                   I have configured ARS restricting devices for different call
11.07 Program Automatic Route Selection (ARS)                   1     2                                            types such as international etc.
                                                                                                                   I have configured failover and least cost routing using
11.08 Program ARS for alternate/least cost routes               1     1   2                                        ARS route lists.
   12 Security Procedures
                                                                                                                   During all installations default usernames and passwords
12.01 Change controller login and passwords                     2                                                  are changed to match company specific settings.
                                                                                                                   As part of the standard security procedure I have
12.02 Change EVM admin mailbox passcodes                        1     2                                            changed mailbox passcodes
                                                                                                                   I have set security on EVM and RAD ports to avoid toll
12.03 Configure EVM ports/RADs for security                     1     2                                            fraud.
      Software maintenance
   13 Software Procedures
                                                                                                                   I carry out system backups before any re-configuration
13.01 Backup a Database                                         2                                                  work.


13.02 Restore a Database                                        2                                                  I have restored databases during software upgrades.

                                                                                                                   Before any upgrade I check on MOL that I have the latest
13.03 Download MCD software from MOL                            2                                                  software release and download if required.
                                                                                                                   I check the latest release notes to ensure the
13.04 Read Software Release Notes                               2                                                  upgrade/installation of software is correct.
                                                                                                                   I have access to the AMC and update APRID as
13.05 Configure AMC App record for new software                 2                                                  required.
                                                                                                                   Before an upgrade I ensure new software is installed on
13.06 Install System Software on FTP Server                     2                                                  my inbuilt FTP server.
                                                                                                                   I have planned and carried out a number of software
13.07 Upgrade/Install software with software installer          2                                                  upgrades.
                                                                                                                   This was required for EG Solicitors after experiencing
13.08 Upgrade/install software manually                         2                                                  difficulties during the upgrade procedure.




                                                         Competency Record Sheet - Page 15 of 28
                                                                       Eng Development Record

                                                                   1    2   3    4    5    6    7




                                                                 Sample Industries
  Ref Competency Assessment Criteria                                                                                 Engineer Notes




                                                                  ACME Supplies
                                                                   Installation for



                                                                   Installation for




                                                                                                     Assessor only
                                                                   Installation for
                                                                    22/09/11 Self
                                                                    Assessment
  No. The competencies in this column define what the                                                                Engineer must enter relevant notes to explain




                                                                     ABC Bank
      engineer must be able to do to meet the criteria                                                               how/why they have met the Competency Assessment
                                                                                                                     Criteria


                                                                                                                     This was required for EG Solicitors after experiencing
13.09 Downgrade/swap to previous software                         2                                                  difficulties during the upgrade procedure.
   14 Install & Use IMAT for the NSU Euro ISDN PRI
                                                                                                                     I have been required to use IMAT during system
14.01 Install IMAT on a PC                                        2                                                  upgrades.
                                                                                                                     After upgrading NSU's I have added a customer supplied
14.02 Programme an IP Address into the NSU                        2                                                  IP address for future access.
                                                                                                                     During upgrades the database must be saved and
14.03 Use IMAT to build/load a database                           2                                                  loaded.
   15 Program a clustered network
                                                                                                                     ABC Bank had a 3 system cluster which required SDS of
15.01 Configure System Data Synchronisation                       1     1   2                                        standard programming forms such as FAC.
                                                                                                                     I configured the cluster CEID digits and corresponding
15.02 Configure and program a cluster of multiple 3300's          1     1   2                                        ARS routes.
   16 Post Installation Documentation and tasks
                                                                                                                     A complete testing plan was carried out for ACME
16.01 Testing plan for install with customer                      1     2                                            Supplies with results being passed to the customer and
                                                                                                                     proj mgr.
16.02 Complete the site diary                                     2                                                  I have done this when visiting all customers.

                                                                                                                     After sucesfull test plan and remedy of any outstanding
16.03 Project completion certificate or sign off                  1     2                                            issues, ACME supplies signed off the installation.
      Hardware Maintenance
   17 Upgrades & Field Replacement Units (FRUs)
                                                                                                                     I have used this procedure when attending maintenance
17.01 Understand & follow parts ordering process                  2                                                  issues for our customers.
                                                                                                                     ABC Bank was my first large installation which required
17.02 replace - Hard disk drives & raid (if applicable)           1     1   2                                        RAID.


17.03 replace/fit - E2T card                                      1     1   2                                        I installed the E2T card into the controller.

                                                                                                                     Both embedded trunk and DSP modules were installed
17.04 replace/fit - Trunk/DSP modules                             1     2                                            ensuring the modules were protected by using anti-static
                                                                                                                     measures.




                                                           Competency Record Sheet - Page 16 of 28
                                                                     Eng Development Record

                                                                 1    2   3    4    5    6    7




                                                               Sample Industries
  Ref Competency Assessment Criteria                                                                               Engineer Notes




                                                                ACME Supplies
                                                                 Installation for



                                                                 Installation for




                                                                                                   Assessor only
                                                                 Installation for
                                                                  22/09/11 Self
                                                                  Assessment
  No. The competencies in this column define what the                                                              Engineer must enter relevant notes to explain




                                                                   ABC Bank
      engineer must be able to do to meet the criteria                                                             how/why they have met the Competency Assessment
                                                                                                                   Criteria



17.05 replace/fit - Embedded Analogue cards                     1     2                                            I have installed the AMB correctly.


17.06 replace - System i-Button (CX/CXi, MXe & AX)              1     2                                            Required during ACME supplies installation.


17.07 replace/fit -Power supply                                 1     1   2                                        ABC Bank had redundant power supplies fitted.


                                                                                                                   Sample Industries had an AX controller installed and
17.08 replace/fit - AX flash cards (system and EVM)             1     1   1    2                                   required flash cards to be installed.
      Troubleshooting
   18 Documentation
                                                                                                                   I carry the latest version fo the tech handbook at all
18.01 Latest Version of Technicians Handbook                    2                                                  times.
18.02 Latest Release Notes                                      2                                                  I carry the latest product release notes at all times.
                                                                                                                   I have registered for weekly updates which allows me to
18.03 Register for TIBS (Weekly Updates)                        2                                                  have the latest documentation.
18.04 Technical Information Bulletins (TIBS)                    2                                                  I have used MOL when resolving customer issues.
                                                                                                                   I have used the Knowledge Base before escalating
18.05 Mitel Online (MOL) Knowledge Base                         2                                                  issues to product support.
                                                                                                                   I have the latest engineering guidelines and consult
18.06 Use of e-Docs (MOL) for Engineering Guidelines            2                                                  these when discussing requirements with customers.
   19 Fault finding tools
                                                                                                                   I have used this to configure static IP settings and to
19.01 Phone Debug Option                                        2                                                  carry out PING tests.
                                                                                                                   I have used the PING command on PC's to diagnose
19.02 Network PING command                                      2                                                  network issues.
19.03 Phone boot sequence                                       1     2                                            I observed this during the ACME supplies installation.
                                                                                                                   I interogate the system logs when investigating
19.04 Controller maintenance logs and alarms                    2                                                  maintenance issues.
                                                                                                                   I use maintenance commands to interogate the 3300
19.05 Maintenance commands                                      2                                                  during fault finding.




                                                         Competency Record Sheet - Page 17 of 28
                                                                             Eng Development Record

                                                                         1    2   3    4    5    6    7




                                                                       Sample Industries
  Ref Competency Assessment Criteria                                                                                       Engineer Notes




                                                                        ACME Supplies
                                                                         Installation for



                                                                         Installation for




                                                                                                           Assessor only
                                                                         Installation for
                                                                          22/09/11 Self
                                                                          Assessment
  No. The competencies in this column define what the                                                                      Engineer must enter relevant notes to explain




                                                                           ABC Bank
        engineer must be able to do to meet the criteria                                                                   how/why they have met the Competency Assessment
                                                                                                                           Criteria


19.06 Controller/peripheral LED's                                       2                                                  I have used the LED's to troubleshoot issues.


19.07 Configure controller email alarm notification                     1     1   2                                        I have configured email alarm notification.


                                                                                                                           I have used CCS tracing when diagnosing voice
19.08 Use CCS Trace for trunks                                          2                                                  networking issues.

   20 Troubleshooting - procedures
                                                                                                                           I always work with the customer to isolate technical
20.01 Collect relevant information from customer                        2                                                  issues.
                                                                                                                           I keep our in house databases and the customer up to
20.02 Record relevant information in fault report database              2                                                  date.

20.03 Know the escalation process to next level                         2                                                  I have escalated issues to product support.

      Communicate with customer and/or third party e.g. Customer                                                           I have worked with third party service providers when
20.04
      IT Support or BT/Other/Network Faults etc
                                                                        2                                                  isolating faults.
      Record effective ACTION PLAN & relevant information in fault                                                         I have created action plans for customers when dealing
20.05
      database
                                                                        2                                                  with complicated technical issues.
                                                                                                                           I keep our in house databases and the customer up to
20.06 Update fault database at all stages                               2                                                  date.
      Remote Access Engineer
   21 Fault Reporting software/database
        Understand how to use the application to receive and log                                                           Having worked remotely and on customer sites I am
21.01
        faults
                                                                        2                                                  capable of raising fault tickets.

21.02 Know how to contact the customer by phone or email                2                                                  I can find and use the customer contact information.

21.03 Know the required response times for faults                       2                                                  I know how to look up customer service levels.
      How to escalate a fault to the next level (e.g. call out
21.04
      engineer)
                                                                        2                                                  I know the process of passing to an on site engineer.
      How to close a fault and provide customer feedback (if
21.05
      applicable)
                                                                        2                                                  I can close faults and update the customer contact.
   22 Accessing a customer site




                                                                 Competency Record Sheet - Page 18 of 28
                                                                            Eng Development Record

                                                                        1    2   3    4    5    6    7




                                                                      Sample Industries
 Ref Competency Assessment Criteria                                                                                       Engineer Notes




                                                                       ACME Supplies
                                                                        Installation for



                                                                        Installation for




                                                                                                          Assessor only
                                                                        Installation for
                                                                         22/09/11 Self
                                                                         Assessment
 No. The competencies in this column define what the                                                                      Engineer must enter relevant notes to explain




                                                                          ABC Bank
        engineer must be able to do to meet the criteria                                                                  how/why they have met the Competency Assessment
                                                                                                                          Criteria


        Know the different methods to access a customer site.                                                             Having worked remotely I have used remote access
22.01
        VPN/DataTrack 'Tracker' or similar
                                                                       2                                                  methods to access customer networks.

22.02 Understand the security requirements for remote access           2                                                  I am aware of customer security settings.




                                                                Competency Record Sheet - Page 19 of 28
                                                     Important D. Jones
                                                   Assessor Name Notes
                                         Assessor email address       d.jones@xyz.co.uk
                                   Assessor Telephone Number          01234 098765
                                       Date of Final Assessment
                                           Assessor Declaration
As the assessor of the engineer named above, I confirm that the engineer has met each competency
assessment criteria in full.
In approving this assessment, I also agree that I may be subject to investigation if the competency of the
engineer is called in question in terms of satisfying any aspect of the Mitel Engineering Accreditation
Scheme (MEAS).
Competency Levels                                      Further Information
                                                    For
Task completed or applied knowledge in work situation further information regarding completion of this form please refer to the Competency Assessment
                                                                     1
                                                    Guide
Engineer self-assessed as competent                                  2
Engineer assessed as competent by more senior engineer                    3

                                                                         Eng Development Record

                                                                     1    2    3    4    5    6    7




                                                                   Sample Industries
   Ref Competency Assessment Criteria                                                                                  Assessor Notes



                                                                    ACME Supplies
                                                                     Installation for



                                                                     Installation for




                                                                                                       Assessor only
                                                                     Installation for
                                                                      22/09/11 Self
                                                                      Assessment
   No. The competencies in this column define what the                                                                 Assessor must verify competency of engineer



                                                                       ABC Bank
       engineer must be able to do to meet the criteria                                                                against ALL Competency Assessment Criteria



       Installation
     1 Pre-installation

                                                                                                                       A.Smith has undertaken the required H&S training. He
  1.01 Follow health & safety procedures (local & Mitel)             2                                                 was able to describe his responsibilites and the
                                                                                                                       importance of sign in & out on customer sites.

                                                                                                                       A.Smith has undertaken the required H&S training & he
  1.02 Use relevant Personal Protective Equipment (PPE)              2                                                 has signed for the company standard issue PPE
                                                                                                                       equipment
                                                                                                                       I worked with A.Smith in a supervisory role during his
  1.03 Check hardware received against kit list                      1    2                                            installation at ACME Supplies & he adhears to this
                                                                                                                       requirement
                                                                                                                       A.Smith followed the procedure correctly and replaced
  1.04 Understand the dead on Arrival Process (DOA)                  1    1   2                                        the faulty items.




                                                             Competency Record Sheet - Page 20 of 28
                                                                                Eng Development Record

                                                                            1    2    3   4    5    6    7




                                                                          Sample Industries
Ref Competency Assessment Criteria                                                                                            Assessor Notes




                                                                           ACME Supplies
                                                                            Installation for



                                                                            Installation for




                                                                                                              Assessor only
                                                                            Installation for
                                                                             22/09/11 Self
                                                                             Assessment
No. The competencies in this column define what the                                                                           Assessor must verify competency of engineer




                                                                              ABC Bank
     engineer must be able to do to meet the criteria                                                                         against ALL Competency Assessment Criteria




                                                                                                                              A.Smith understood the installation requirements by
1.05 Review the statement of works for the install                          1    2                                            reading through the SOW.
   2 Install Controller Components
                                                                                                                              The RAID configuration was installed and configured
2.01 Hard disk drives & raid (if applicable)                                1    1   2                                        correctly.
                                                                                                                              The E2T card was correctly fitted ensuring other internal
2.02 E2T card                                                               1    1   2                                        components weren't damaged.
                                                                                                                              A.Smith followed all anti-static procedures when
2.03 Trunk/DSP modules                                                      1    2                                            installing embedded trunk and dsp modules.

2.04 Embedded Analogue cards (AMB/AOB)                                      1    2                                            A.Smith competantly added the AMB.
                                                                                                                              The correct fittings were used and the equipment was
2.05 Fit controller and other units into racks or other fittings.           1    2                                            installed securely.
   3 Connect to controller & power up
                                                                                                                              A.Smith ensured that the customers LAN was able to
3.01 Connect maintenance PC to controller via LAN                           1    2                                            allow connection to the controller.
3.02 Connect maintenance PC to controller via serial                        2                                                 When requested A.Smith was able to show the correct
                                                                                                                              cable required for serial port access.
3.03 Power up controller and monitor boot up                                2                                                 A.Smith monitored the boot sequence using a terminal
                                                                                                                              emulation program.
3.04 Power down/reset/reboot procedure                                      2                                                 A.Smith follows correct power related procedures to
                                                                                                                              minimise the effect on the controller.
   4 Licensing and AMC
                                                                                                                              A.Smith has an AMC account and is capable of
4.01 Confirm Application record ID (AMC)                                    1    2                                            confirming APRID's for installations.
                                                                                                                              A.Smith correctly used the engineering guidelines to
4.02 Configure controller IP settings for AMC access                        1    2                                            allow the customer to configure their firewall.
                                                                                                                              A.Smith is aware of the system licencing requirements
4.03 Configure licence form from AMC                                        1    2                                            and configuration.
                                                                                                                              A.Smith has completed this when working on customer
4.04 Enable/check DBMS is on                                                2                                                 premises.
   5 Installation Programming - basic
                                                                                                                              A.Smith understands the IP requirements for configuring
5.01 Configure controller IP for customer LAN                               1    2                                            the controller.
                                                                                                                              A.Smith is able to work with IT teams to ensure correct
5.02 Connect controller to customer LAN                                     1    2                                            connection of equipment.




                                                                    Competency Record Sheet - Page 21 of 28
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                                                                      1    2    3   4    5    6    7




                                                                    Sample Industries
Ref Competency Assessment Criteria                                                                                      Assessor Notes




                                                                     ACME Supplies
                                                                      Installation for



                                                                      Installation for




                                                                                                        Assessor only
                                                                      Installation for
                                                                       22/09/11 Self
                                                                       Assessment
No. The competencies in this column define what the                                                                     Assessor must verify competency of engineer




                                                                        ABC Bank
     engineer must be able to do to meet the criteria                                                                   against ALL Competency Assessment Criteria



                                                                                                                        All DHCP settings have been configured to allow correct
5.03 Programme controller DHCP                                        1    2                                            deployment of peripheral devices.
                                                                                                                        Correct configuration steps were followed to allow for
5.04 Program (or advise customer) on Windows DHCP                     1    1   2                                        successfull setup of Windows DHCP.
   6 Installation Programming - LAN Network
                                                                                                                        A.Smith has displayed excellent knowledge of VLAN
6.01 Install the controller and IP phones into a VLAN network         1    1   2                         3 requirements.

6.02 Configure controller layer 2 switch for VLAN operation           1    1   2                         3 A.Smith has successfully configured VLAN settings.

6.03 Program controller DHCP to provide VLAN options                  1    2                             3 DHCP rules were followed to configure VLAN settings.
                                                                                                                        Correct external DHCP configuration was followed by
6.04 Programme (or assist with) customer DHCP server                  1    1   2                         3 A.Smith.
                                                                                                                        A.Smith had to configure part of the customers network
6.05 Programme a network layer 2 switch                               1    1   1    2                    3 in order to allow the 3300 to function.
                                                                                                                        SNMP alarm configuration has been set up for the
6.06 Configure SNMP for alarms                                        1    1   2                         3 cusotmer.
   7 Connect/Install/program controller units
                                                                                                                        A.Smith has completed this whilst on project work with
7.01 Analogue service units (ASU)                                     2                                                 myself.
                                                                                                                        A.Smith can follow the correct line card installation
7.02 Line cards in ASU II                                             2                                                 steps.
                                                                                                                        A.Smith has completed this whilst on project work with
7.03 Network service units (NSU)                                      2                                                 myself.
7.04 Peripheral cabinet                                               2                                                 A.Smith can successfully configure Per Cabs.
   8 Install remote access equipment
                                                                                                                        Confirmed with remote teams that access worked as
8.91 Datatrack 'Tracker' or similar remote modem                      1    2                                            needed.
                                                                                                                        Accessed the controller using information provided by
8.02 Configure controller PPTP access                                 1    1   2                                        A.Smith.
   9 Install Telephones & Peripherals
                                                                                                                        A.Smith has completed this whilst on project work with
9.01 Install/program analogue/IP phones                               2                                                 myself.




                                                              Competency Record Sheet - Page 22 of 28
                                                                     Eng Development Record

                                                                 1    2    3   4    5    6    7




                                                               Sample Industries
 Ref Competency Assessment Criteria                                                                                Assessor Notes




                                                                ACME Supplies
                                                                 Installation for



                                                                 Installation for




                                                                                                   Assessor only
                                                                 Installation for
                                                                  22/09/11 Self
                                                                  Assessment
 No. The competencies in this column define what the                                                               Assessor must verify competency of engineer




                                                                   ABC Bank
      engineer must be able to do to meet the criteria                                                             against ALL Competency Assessment Criteria



                                                                                                                   A.Smith can correctly register and re-register IP
 9.02 Register IP Devices from Telephone                         2                                                 devices.
                                                                                                                   A.Smith has demonstrated the ability to statically
 9.03 Configure static settings on IP phones                     1    2                                            configure IP settings.
                                                                                                                   I confirmed correct operation with the switchboard
 9.04 Install/program 5550/5540 operator consoles                1    1   2                                        operators.
      Programming Database
   10 Program other features & applications
                                                                                                                   A.Smith has completed this whilst on project work with
10.01 Class of Service (COS)                                     2                                                 myself.
                                                                                                                   A.Smith matched system option requirements with the
10.02 System Options                                             1    2                                            installation needs.
                                                                                                                   A.Smith can configure FAC and works with the
10.03 Feature Access Codes                                       2                                                 customer to identify the correct code to use.
                                                                                                                   A.Smith has shown knowledge of file size and type and
10.04 Install/upload Music on Hold (MOH)                         1    2                                            demonstrated the ability to upload files.
                                                                                                                   A.Smith understands the difference between the groups
10.05 Hunt/ring/pickup groups                                    2                                                 and when each type is needed.
                                                                                                                   Dynamic Extension was installed and tested to the
10.06 Personal ring groups/Dynamic Extension                     1    1   1    2                                   customers requirements.
                                                                                                                   A.Smith has successfully configured users for
10.07 Embedded Voicemail (inc recording greetings)               1    2                                            embedded voicemail.
                                                                                                                   MLAA was set up and tested which matched the
10.08 Embedded Voicemail - multi level auto attendant            1    2                                            customers specifications.
                                                                                                                   ACD was an integral part of the overall solution and was
10.09 Automatic Call Distribution (ACD)                          1    1   2                                        configured using ACD best practices.
10.10 Recorded Announcement devices                              1    1   2                                        RAD's were correctly installed and tested.
   11 Program Trunks and Automatic Route Selection
                                                                                                                   A.Smith has completed this whilst on project work with
11.01 Program analogue trunks                                    2                                                 myself.
                                                                                                                   A.Smith has successfully configured and tested PRI
11.02 Program digital Euro ISDN PRI trunks                       1    1   2                                        trunking on customer sites for incoming and outgoing
                                                                                                                   calls.
                                                                                                                   A.Smith has correctly configured BRI trunking for use
11.03 Program digital Euro ISDN BRI trunks                       1    2                                            with video conferencing equipment.




                                                         Competency Record Sheet - Page 23 of 28
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                                                                 1    2    3   4    5    6    7




                                                               Sample Industries
  Ref Competency Assessment Criteria                                                                               Assessor Notes




                                                                ACME Supplies
                                                                 Installation for



                                                                 Installation for




                                                                                                   Assessor only
                                                                 Installation for
                                                                  22/09/11 Self
                                                                  Assessment
  No. The competencies in this column define what the                                                              Assessor must verify competency of engineer




                                                                   ABC Bank
      engineer must be able to do to meet the criteria                                                             against ALL Competency Assessment Criteria




11.04 Program digital DPNSS trunks                               2                                                 A.Smith has used DPNSS to link clustered 3300's.

11.05 Program IP trunks                                          1    1   2                                        IP trunking has been configured between 3300 ICP's.
                                                                                                                   A.Smith worked with the SIP provider to set up external
11.06 Program SIP trunks                                         1    1   1    2                                   SIP trunking.
                                                                                                                   ARS was configured to match the customers call
11.07 Program Automatic Route Selection (ARS)                    1    2                                            restriction settings.
                                                                                                                   Failover routing has been configured during clustered
11.08 Program ARS for alternate/least cost routes                1    1   2                                        installations.
   12 Security Procedures
                                                                                                                   A.Smith has changed these as part of standard
12.01 Change controller login and passwords                      2                                                 company procedures.
                                                                                                                   A.Smith has changed passcodes as part of company
12.02 Change EVM admin mailbox passcodes                         1    2                                            security procedure.
                                                                                                                   A.Smith has restricted ports as part of company security
12.03 Configure EVM ports/RADs for security                      1    2                                            procedures.
      Software maintenance
   13 Software Procedures
                                                                                                                   A.Smith has completed backups both to his laptop and
13.01 Backup a Database                                          2                                                 a customer provided maintenance PC.

                                                                                                                   A.Smith has shown the ability to restore customer
13.02 Restore a Database                                         2                                                 databases.
                                                                                                                   A.Smith is registered with MOL and has the latest MCD
13.03 Download MCD software from MOL                             2                                                 version as per company procedure.
                                                                                                                   A.Smith is aware of the importance of release notes and
13.04 Read Software Release Notes                                2                                                 adheres to any pre-install/upgrade requirements.
13.05 Configure AMC App record for new software                  2                                                 A.Smith has access and knowledge of using the AMC.

13.06 Install System Software on FTP Server                      2                                                 A.Smith has correctly set up his internal FTP server.
                                                                                                                   A.Smith has completed a number of upgrades on
13.07 Upgrade/Install software with software installer           2                                                 customer sites.
                                                                                                                   A.Smith followed the correct manual procedure during a
13.08 Upgrade/install software manually                          2                                                 difficult upgrade.




                                                         Competency Record Sheet - Page 24 of 28
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                                                                   1    2    3   4    5    6    7




                                                                 Sample Industries
  Ref Competency Assessment Criteria                                                                                 Assessor Notes




                                                                  ACME Supplies
                                                                   Installation for



                                                                   Installation for




                                                                                                     Assessor only
                                                                   Installation for
                                                                    22/09/11 Self
                                                                    Assessment
  No. The competencies in this column define what the                                                                Assessor must verify competency of engineer




                                                                     ABC Bank
      engineer must be able to do to meet the criteria                                                               against ALL Competency Assessment Criteria




13.09 Downgrade/swap to previous software                          2                                                 A.Smith completed this during a difficult upgrade.
   14 Install & Use IMAT for the NSU Euro ISDN PRI
                                                                                                                     A.Smith has IMAT installed and is able to use as
14.01 Install IMAT on a PC                                         2                                                 required.
                                                                                                                     A.Smith has configured NSU IP addresses and passed
14.02 Programme an IP Address into the NSU                         2                                                 on to support teams.
                                                                                                                     A.Smith has completed a number of upgrades on
14.03 Use IMAT to build/load a database                            2                                                 customer sites.
   15 Program a clustered network
                                                                                                                     A.Smith has demonstrated the ability to configure SDS
15.01 Configure System Data Synchronisation                        1    1   2                                        in a clustered environment.

15.02 Configure and program a cluster of multiple 3300's           1    1   2                                        During DR testing all cluster routing worked correctly.

   16 Post Installation Documentation and tasks
                                                                                                                     The test plan was followed and results and action plan
16.01 Testing plan for install with customer                       1    2                                            were distributed as required.
                                                                                                                     A.Smith completes the site diary as per company field
16.02 Complete the site diary                                      2                                                 procedure.
                                                                                                                     All customer sign off documents were completed and
16.03 Project completion certificate or sign off                   1    2                                            distributed.
      Hardware Maintenance
   17 Upgrades & Field Replacement Units (FRUs)
17.01 Understand & follow parts ordering process                   2                                                 A.Smith has ordered replacement maintenance parts.

                                                                                                                     I attended ABC Bank post installation to confirm the
17.02 replace - Hard disk drives & raid (if applicable)            1    1   2                                        work that A.Smith had undertaken.

                                                                                                                     The E2T card was correctly fitted ensuring other internal
17.03 replace/fit - E2T card                                       1    1   2                                        components weren't damaged.

                                                                                                                     A.Smith followed all anti-static procedures when
17.04 replace/fit - Trunk/DSP modules                              1    2                                            installing embedded trunk and dsp modules.




                                                           Competency Record Sheet - Page 25 of 28
                                                                     Eng Development Record

                                                                 1    2    3   4    5    6    7




                                                               Sample Industries
  Ref Competency Assessment Criteria                                                                               Assessor Notes




                                                                ACME Supplies
                                                                 Installation for



                                                                 Installation for




                                                                                                   Assessor only
                                                                 Installation for
                                                                  22/09/11 Self
                                                                  Assessment
  No. The competencies in this column define what the                                                              Assessor must verify competency of engineer




                                                                   ABC Bank
      engineer must be able to do to meet the criteria                                                             against ALL Competency Assessment Criteria




17.05 replace/fit - Embedded Analogue cards                      1    2                                            A.Smith competantly added the AMB.


                                                                                                                   A.Smith has installed the i-Button during system
17.06 replace - System i-Button (CX/CXi, MXe & AX)               1    2                                            installations.

                                                                                                                   A.Smith has installed redundant power supplies during
17.07 replace/fit -Power supply                                  1    1   2                                        installation.


17.08 replace/fit - AX flash cards (system and EVM)              1    1   1    2                                   A.Smith completed this for Sample Industries.

      Troubleshooting
   18 Documentation
18.01 Latest Version of Technicians Handbook                     2                                                 A.Smith has this as is required by company procedure.

18.02 Latest Release Notes                                       2                                                 A.Smith has this as is required by company procedure.

18.03 Register for TIBS (Weekly Updates)                         2                                                 A.Smith is registered via MOL for weekly updates.
                                                                                                                   A.Smith has referred to TIBs to diagnose technical
18.04 Technical Information Bulletins (TIBS)                     2                                                 issues.
                                                                                                                   A.Smith has demonstrated fault finding skills using the
18.05 Mitel Online (MOL) Knowledge Base                          2                                                 knowledge base as reference.
                                                                                                                   A.Smith has used these when discussing network
18.06 Use of e-Docs (MOL) for Engineering Guidelines             2                                                 requirements with customers during installations.
   19 Fault finding tools
                                                                                                                   A.Smith has demonstrated the ability to use the phone
19.01 Phone Debug Option                                         2                                                 debug menu.
                                                                                                                   A.Smith has used the PING command when working
19.02 Network PING command                                       2                                                 with IT teams to resolve networking issues.
                                                                                                                   I worked with A.Smith in a supervisory role during his
19.03 Phone boot sequence                                        1    2                                            installation at ACME Supplies.
                                                                                                                   A.Smith has completed this whilst diagnosing customer
19.04 Controller maintenance logs and alarms                     2                                                 issues.
                                                                                                                   A.Smith has demonstrated the ability to query system
19.05 Maintenance commands                                       2                                                 status using maintenance commands.




                                                         Competency Record Sheet - Page 26 of 28
                                                                             Eng Development Record

                                                                         1    2    3   4    5    6    7




                                                                       Sample Industries
  Ref Competency Assessment Criteria                                                                                       Assessor Notes




                                                                        ACME Supplies
                                                                         Installation for



                                                                         Installation for




                                                                                                           Assessor only
                                                                         Installation for
                                                                          22/09/11 Self
                                                                          Assessment
  No. The competencies in this column define what the                                                                      Assessor must verify competency of engineer




                                                                           ABC Bank
        engineer must be able to do to meet the criteria                                                                   against ALL Competency Assessment Criteria



                                                                                                                           A.Smith has completed this whilst diagnosing customer
19.06 Controller/peripheral LED's                                        2                                                 issues.

                                                                                                                           A.Smith successfully configured this at the customers
19.07 Configure controller email alarm notification                      1    1   2                                        request.


                                                                                                                           A.Smith has used CCS tracing when diagnosing voice
19.08 Use CCS Trace for trunks                                           2                                                 network configuration issues.

   20 Troubleshooting - procedures
                                                                                                                           A.Smith has completed this whilst diagnosing customer
20.01 Collect relevant information from customer                         2                                                 issues.
                                                                                                                           A.Smith does this at all times to keep the customer up
20.02 Record relevant information in fault report database               2                                                 to date.
                                                                                                                           A.Smith has demonstrated the ability to collect the
20.03 Know the escalation process to next level                          2                                                 required information to escalate issues to product
                                                                                                                           support.
      Communicate with customer and/or third party e.g. Customer                                                           A.Smith has resolved several large maintenance issues
20.04
      IT Support or BT/Other/Network Faults etc
                                                                         2                                                 whilst working with third party providers.
      Record effective ACTION PLAN & relevant information in fault                                                         A.Smith has developed and implemented fault action
20.05
      database
                                                                         2                                                 plans for customers.
                                                                                                                           A.Smith does this at all times to keep the customer up
20.06 Update fault database at all stages                                2                                                 to date.
      Remote Access Engineer
   21 Fault Reporting software/database
        Understand how to use the application to receive and log                                                           A.Smith has been provided training to use and
21.01
        faults
                                                                         2                                                 understand our in house fault reporting database.

21.02 Know how to contact the customer by phone or email                 2                                                 A.Smith is able to contact the customer as required.
                                                                                                                           A.Smith has completed this whilst working in our
21.03 Know the required response times for faults                        2                                                 customer support centre.
      How to escalate a fault to the next level (e.g. call out                                                             A.Smith has escalated technical issues to relevant
21.04
      engineer)
                                                                         2                                                 teams.
      How to close a fault and provide customer feedback (if                                                               A.Smith has contacted customers and closed technical
21.05
      applicable)
                                                                         2                                                 issues that are now resolved.
   22 Accessing a customer site




                                                                 Competency Record Sheet - Page 27 of 28
                                                                            Eng Development Record

                                                                        1    2    3   4    5    6    7




                                                                      Sample Industries
 Ref Competency Assessment Criteria                                                                                       Assessor Notes




                                                                       ACME Supplies
                                                                        Installation for



                                                                        Installation for




                                                                                                          Assessor only
                                                                        Installation for
                                                                         22/09/11 Self
                                                                         Assessment
 No. The competencies in this column define what the                                                                      Assessor must verify competency of engineer




                                                                          ABC Bank
        engineer must be able to do to meet the criteria                                                                  against ALL Competency Assessment Criteria




        Know the different methods to access a customer site.                                                             A.Smith has completed this whilst working in our
22.01
        VPN/DataTrack 'Tracker' or similar
                                                                        2                                                 customer support centre.
                                                                                                                          A.Smith understands customers security needs when
22.02 Understand the security requirements for remote access            2                                                 remotely accessing their equipment.




                                                                Competency Record Sheet - Page 28 of 28

								
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