Acme Packet Technical Certification Study Guide Acme Packet Certified Professional Support Engineer/2600 (ACP-S/2600) [email protected] _____________________________________________________________________________ 94812623.doc 1|Page ....................5 3......................2 Exam Topics & Objectives..........doc 2|Page ............................................5 3................................................................................................................................................................2 Security.....................9 5...........................................................................................4 Results...7 4........................................................................................................................................................................................................3 What is the Difference?................................................................................... Technical Certification Program Architecture........................................................................................................................................................................................4 Hints on Taking the Exam...Contents 1....1 Registration....3 2.2 Cancellation Policy..................................................1 Competency Tasks........................................7 4...............................13 _____________________________________________________________________________ 94812623.. Exam Information................................................................................................................................12 5............8 5............................................................................................................................................................. Certification Program Fees:................................................................................................................4 3........................... Test Administration..............................................................3 Test Passing Standards and Retries............................................................7 5................1 Payment Procedure.......................................................................................................................................................8 5...6 4...................12 6... Resources for Preparing for the Exam......5 Appeal Process.. About this Guide..................................3 3......................................................................................................................................4 3.............................................6 3....................................................................................................................... Certifications: We certify skills for two different (but often overlapping) job titles: Support Engineer and Network Engineer. If you have any questions about the content in this package. training. Thank you for your interest in this Acme Packet Certification program. Technical Certification Program Architecture Purpose: Acme Packet’s Technical Certification program sets standards for accrediting session border control knowledge and skills. _____________________________________________________________________________ 94812623.acmepacket. please email certification@acmepacket. Consult the Acme Packet Certification web site for related study guides and the interest form: www. The certification program allows Acme Packet to validate the abilities that candidates have acquired from their network expertise.com/certification . and on-the-job experience. The Certification Exam program is open to current Acme Packet employees. and partners only. 2. Value: Partners and customers with Acme Packet Certified Professionals (ACP) will benefit by employing proven subject matter experts who can perform to a high standard and acquiring valuable service level benefits from Acme Packet. customers. including a breakdown of the test sections References to study materials that will help you prepare for the Acme Packet Certified Professional Support Engineer/2600 Certification Exam (ACP-S/2600) Acme Packet reserves the right to change the content of this document and the structure of this Certification Program without notification.1.com. service provider customers and systems integrators—to distinguish themselves by demonstrating a thorough knowledge of supporting complex VoIP networks and session border control.doc 3|Page . About this Guide This Guide provides important preparation information about: The Acme Packet Certification program The Acme Packet Certified Professional Support Engineer/2600 (ACP-S/2600) Certification Exam. Acme Packet is not responsible for errors or omissions herein. documentation. Audience: The program allows qualified individuals who use the Net-Net 2600 and NNOS-E family of products —Acme Packet distribution and technology partners. Test Administration The Governance Board oversees that the rights of candidates are protected in all stages of the certification process.acmepacket. and the Certification Program Manager.3. 3. If you are interested in taking an exam.doc 4|Page . This User Account will set you up for current and future Acme Packet exams. the Director of Technical Training. One form for each exam. Register with our online testing server at https://ibt. The Certification Logos and Usage Guidelines are sent upon successful completion of the exam.com/acmepacket by completing the “First-time Registration”. Successful completion of the Certification Exam grants the right for certified individuals to display the Acme Packet Certification logo on their business documentation. The Board consists of the Vice President of Professional Services. and related information. testing time.prometric. USA training center. submit the online form. 4. Candidates can also take the exams at our Bedford. After we receive the online form. The Board also rules on disputes. Exam timeframes are strictly controlled and limited to the designated testing window. the Director of Technical Assistance. The Board ensures that candidates are treated fairly and with equal opportunity. Be sure to include all the mailing address information. 3. we will contact you with the testing date. Visit the Certification web page at http://www. MA. through our Testing Partner. Candidates take the exams online. _____________________________________________________________________________ 94812623. 2. All exams are written in English. All certifications are valid for three years. the Vice President of Systems Engineering.com/certification for background information and the free Study Guides which detail everything you need to know about the exams and certification program.1 Registration You register for all exams the same way: Follow these steps to register for an exam 1. 3 Test Passing Standards and Retries Each exam has a limited time for completion. The exam consists of 75 questions randomly pulled from our large item pool. the exam clock does not stop! You cannot pause the exam. The agreement applies to all exams. uploaded. Penalties for violating the policy can include a lifetime ban on all future exams and the nullification of all previous certifications. Selecting “Begin Test” indicates that you have read and agreed to the Confidentiality Agreement: Test Confidentiality Electronic devices. 3.doc 5|Page . You are limited to one re-try every 24 hours. all options are randomized. course materials. and diagrams of the certification exams are the proprietary and confidential property of Acme Packet. or any other supplementary materials will not be available to certification candidates during any exams. Once you start the exam. published. posted. There is no limit to the number of re-tries. The time varies with the exam. answers. Adherence to this agreement is required to be officially certified and to maintain valid certification. you have two hours running time to complete the exam. including questions. Inc. inside your five-hour test window. Candidates who sit for Acme Packet exams must agree they have read and will abide by the terms and conditions of the Acme Packet Test Confidentiality Agreement above before beginning the certification exam. Selecting “Begin Test” indicates you fully agree with this confidentiality statement. They are all 5-option multiple choice. Candidates must take no action to compromise the integrity or confidentiality of any Acme Packet certification exam or certification program. or distributed in any way without the express authorization of Acme Packet. All content. reproduced. screen captures. In general. illustrations. Adherence to this agreement is required to be officially certified and to maintain valid certification. That is. Cut-score for passing the Acme Packet Certified Professional – Support Engineer/2600 (ACP-S/2600) exam is 70%. The agreement applies to all exams. transmitted. modified. They may not be copied. Candidates must take no action to compromise the integrity or confidentiality of any Acme Packet certification exam or certification program. Study Guides. we will arrange a five hour timeframe during which the exam is made available to you. Penalties for violating the policy can include a lifetime ban on all future exams and the nullification of all previous certifications.2 Security Candidates who take Acme Packet exams must agree that they have read and will abide by the terms and conditions of the Acme Packet Test Confidentiality Agreement (replicated below for your preparation) before beginning any certification exam.3. _____________________________________________________________________________ 94812623. Inc. the status of the individual is changed to “inactive”. Certification Program Manager.doc 6|Page . and a percentage score. Be sure to keep the Examination Score Report provided upon test completion. A candidate’s status remains “active” for any level of certification as long as recertification timelines are met. as your record of taking the test. or +1-781-328-2520.3. Candidates also receive a pass/fail/percentage email. Inactive status strips the individual of all certification benefits. 3.4 Results Upon completing the exam. Performance on each section of the exam is also reported as a number of questions correct out of the total number of questions in that section.5 Appeal Process Candidates disputing the results of the exams can discuss their concerns with Barry Smith. candidates receive either a “Pass” or “Fail” grade.com. If recertification guidelines are not met. Contact Barry at BSmith@AcmePacket. _____________________________________________________________________________ 94812623. MasterCard. You can pay with Visa. and are payable at the time of taking the exam. The Study Package is NOT a replacement for attending the training. Note: this Study Package is an excellent supplement for those who have previously taken the prescribed training courses in the past.doc 7|Page . _____________________________________________________________________________ 94812623.4. or phone (781) 328-2520 if you need to cancel your test window and arrange another one. 4.00 $135. Price EDU-CAB-EXM EDU-CTB-EXM EDU-CB2-EXM EDU-CBE-EXM $135. Certification Program Fees: Product Number Product Name Acme Packet Certified Professional Network Engineer (ACP-N) Certification Exam Acme Packet Certified Professional Support Engineer (ACP-S) Certification Exam Acme Packet Certified Professional Support Engineer/2600 (ACP-S/2600) Certification Exam Acme Packet Certified Professional Support Engineer/OS-E(ACPS/OS-E) Certification Exam Acme Packet Certification Program Study Package (For the ACPN and/or ACP-S only) This study package consists of the Student Guides for the Net-Net 3000/4000 Configuration Basics course (CAB-C) and the Net-Net 3000/4000 Troubleshooting (TS1) course.acmepacket. The Study Package is NOT a replacement for attending the training. Note: this Study Package is an excellent supplement for those who have previously taken the prescribed training courses in the past.00 EDU-STUDY-PKG $350.com. Acme Packet Certification Program Study Package (For the ACPS/2600 and ACP-S/OS-E only) This study package consists of the Student Guides for the NetNet 2600 Configuration Basics course (CAB-E) and the Net-Net 2600 Troubleshooting (TS-E) course.00 $135. You do not pay Acme Packet.2 Cancellation Policy Contact Barry Smith via email at [email protected] EDU-STUDY-PKGE $350.com/training .00 4. and American Express.00 $135.1 Payment Procedure Fees for the online exam are processed by our online Testing Partner. You pay the exam fee just before starting the exam Purchase the Study Packages through the Acme Packet Training web site at www. A list of recommended courses for the Support Engineer Exam is in the section “Resources for Preparing for the Exam” 5.1 Competency Tasks The Acme Packet Certified Professional Support Engineer/2600 (ACP-S/2600) Certification Exam assesses the skills of Support Engineers. Use network monitoring test equipment for packet analysis Maintain various maintenance logs Troubleshoot system issues (Equipment and Licensed Software) Escalate issues to Tier 2 as necessary Perform routine maintenance: view system logs to ensure system performance Perform removal and replacement procedures for Equipment subassemblies when required and as specified in Acme Packet user documentation. including creating local system backups of the Licensed Software on various media as required Monitor system alarms Perform system diagnostics and take corrective action as necessary. PuTTY. Level1/Tier 1 activities include monitoring. and technical information management tasks Utilize advanced analysis tools and procedures. Several months of hands-on experience is also recommended. changes and other updates to the Licensed Software configuration that are recommended by Acme Packet Perform system backup and restore. and Tier 1 and Tier 2 Technical Assistance. Ship Defective Covered Products to Acme Packet authorized repair center Maintain spares inventory Tier 2/Level 2 tasks pick up when there are technical issues with the network infrastructure and SBC operation.doc 8|Page . Net-Net 2600 Troubleshooting course. Exam Information Customers. and similar tools Analyze log files Perform file uploads for analysis. administering and troubleshooting issues that occur with the Acme Packet system. Perform these initial triage. See Section 6 for further details.5. and relevant Support Troubleshooting Guides. Tier 1 tasks also include: Operate the Session Border Controller on a 7x24 basis Perform system administration. including Methods of Procedure Follow the RMA process. While attendance in Acme Packet training courses is not mandatory for certification. Acme Packet-trained Customer personnel should be on site to provide Tier 1 diagnostics. Certified Service Partners Troubleshoot and isolate all complex issues as escalated from Tier 1 personnel. maintenance and administration. Triage Using the Support Portal WBT. and employees worldwide can earn the Acme Certified Professional level of certification for the Support Engineer specialization/2600 (ACP-S/2600) by taking the online exam. This exam validates knowledge gained from Acme Packet's Net-Net 2600 Configuration Basics (CABE) course. reference information _____________________________________________________________________________ 94812623. it is strongly recommended to ensure successful results. Support Technicians. Solutions and Products Overview WBT. Note that the exam addresses BOTH Tier 1 and Tier 2 skills. Level 1 & Level 2 Support. Apply new software releases Use the Acme Packet Support Portal to download documentation. partners. maintaining. such as Wireshark. including adds. doc 9|Page . Section ISBC Introduction to the Session Border Controller Describe the basic functions of a SBC State OS platform State Application software requirements Describe the hardware layout Locate the hardware interfaces on the Net-Net 2600 Section INITC: Initial Configuration Compare the NNOS-E Command Line (CLI) and Web interfaces Identify the structure of the NNOS-E configuration Resolve issues by using commands to obtain status information Perform action commands Access and navigate the Web and Command Line Interfaces Configure interfaces to handle signaling and media traffic Configure management protocols Configure basic system services. including event logging Configure administrator accounts and permissions Use status commands to verify correct system operation Section CFGA: Configuration Administration Use configuration and backup files Differentiate between the types of configuration and backup files Configuration Menu Explain the uses of Upload vs Download Configuration Files Backup your last configuration Restore system configurations Examine Configuration Menu Download Saved Configuration Compare Configuration files Section: ISIP: Introduction to the Net-Net Session Initiation Protocol on the SBC Identify the basics of a SIP session with particular relevance to calls and licensing Describe the Parts of SIP message Identify the sequence of a SIP Call Flow Explain the role of SIP Servers Describe the Role of Net-Net Session Director in SIP signaling Place PC to PC SIP calls Register a SIP Phone Identify the components of the Net-Net OS-E _____________________________________________________________________________ 94812623. Note that the sections below are related to the sections of the training materials.2 Exam Topics & Objectives Following are the topics and objectives assessed by the Acme Packet Certified Support Engineer/2600 (ACP-S/2600) certification exam. Use the Acme Packet Support Portal to submit and track trouble tickets Follow the prescribed procedures for escalating to Acme Packet TAC 5. complete configuration that supports signaling Section: SIPTR .SIP Trunking Explain Best Current Practice trunking models Describe Pre-configuration tasks State the steps to configure a working SIP Trunking environment Section CFHA – Configuring High Availability (VRRP and Clusters) Explain High Availability Operation Recognize the Net-Net SD Node States Configure High Availability Initiate a Manual Switchover Recognize and Respond to a System Switchover Section IWFC – Interworking Function Explain the principles of the Interworking Function (IWF) environment Differentiate IWF call flows and recognize the elements necessary for proper operation Distinguish between the IWF deployments applicable to the Net-Net 2600 Recognize the Net-Net 2600 capabilities for DTMF translation Section TTAM: Troubleshooting Tools and Methodologies Explain troubleshooting interfaces Identify and use tools for System monitoring Describe SNMP configuration. create a session config Create a Dial Plan Create a Registration Plan Explain Normalization.doc 10 | P a g e . establish normalization Describe Signaling and Media Encryption Identify the role of Media Transcoding and how to configure Explain and configure Codec Profiling Create a single. Section: OSEC: Net-Net OS-E Concepts Identify key SIP architectures within the Session Director Media services Explain how SIP Trunking works within the NNOS-E architecture Describe the role of a cluster Explain and configure a VSP Identify specified parameters of a Session Config. configure SNMP traps Explain the use of iSyslog Identify and use Status commands Configure and interpret Event logs Configure and interpret The Call Log Configure CDRs Configure syslog Investigate the status commands Take traces _____________________________________________________________________________ 94812623. browse MIBS Obtain QoS information from CDRs Identify and respond to Fault notification Explain the role of SNMP traps. generate SNMP traps Identify the role and use of MIBS. Support Info. Section TSST .log. and packet capture Section SGEN.Support Tickets Check existing tickets Apply best practice when describing issues Identify compulsory fields when submitting tickets Describe how to transfer large files to TAC Section S2600.NNOS-E/2600 Support Tickets Identify software and patch versions Save Call Logs Save a copy of the configuration Review an example ticket _____________________________________________________________________________ 94812623. Appropriate process logs for a given issue. identify how to search the Support Tool on-line knowledge base Section STICK. procedures. and problem severity definitions Describe the information gathering procedure prior to calling the TAC Explain how to access and what is available from the Acme Packet Worldwide Support Customer Portal Explain how to submit and monitor tickets and monitor progress on trouble tickets Collect the appropriate information prior to contacting Acme Packet TAC.Troubleshooting SIP Trunking Diagnose call failures Diagnose poor call quality Explain Diagnostic approaches and tools Troubleshoot call routing Troubleshoot one-way audio Section TSHA .doc 11 | P a g e .Troubleshooting High Availability Explain Cluster design considerations Detect failover events and investigate their causes Upgrade an HA cluster Section APHM: Acme Packet Please Help Me! Explain how to prepare for and perform Net-Net SD troubleshooting Explain the Acme Packet support process. sipmsg. including: Network diagram.Customer Support Portal Access the customer portal Identify how to download documentation and software updates Given a topic. There is no partial credit. In some cases. take the ACP-S/2600 exam.4 Hints on Taking the Exam All questions are multiple choice.3 What is the Difference? We now offer two exams that are closely aligned in their topics and objectives: 1. Take your time.Net 4000? _____________________________________________________________________________ 94812623.doc 12 | P a g e . Of course. • • Which exam should you take? If you work with the Net-Net 2600 hardware. For example. If you do NOT work with the Net-Net 2600 hardware (as with an OEM such as Avaya). Hint: carefully read the question and try to derive the answer in your mind before looking at your choices. this is a good practice for any exercise involving complex environments. the question below has two answers that are TRUE and includes a reference command: Which two of the following are TRUE about the save-config ACLI command on the Net. it will be written in courier new font.com. Not sure? Contact Barry Smith via email at BSmith@AcmePacket. For example. You need to get all answers correct to get credit for a question. Acme Packet Certified Professional Support Engineer/OS-E (ACP-S/OS-E) What’s the difference? • The ACP-S/2600 exam includes questions on the Net-Net 2600 hardware platform and how to work with the Acme Packet Customer Support Portal • The ACP-S/OS-E exam does NOT include questions on the Net-Net 2600 platform and does NOT include questions on the Customer Support Portal. 5 options. the argument will be capitalized. the question below requires two answers: A REGISTER message contains zero or more bindings which are associations between a/an __________________ and the ________________. Acme Packet Certified Professional Support Engineer/2600 (ACP-S/2600) and 2. or phone (781) 328-2520 5. Options are randomly scrambled. Hint: If an ACLI command is referenced in a question.5. Hint: Read the question and answer options over several times. you need to choose all required options to get the answer correct. Some questions ask for more than one correct answer. For example. Do not rush. Every part of a TRUE sentence must be true. the question below has two correct answers: Which two of the following conditions would cause a highly available node to fail over to its peer? Hint: If the question is asking you if something is TRUE or FALSE. the number of answers will correspond to the number of blanks in the question. Hint: You are alerted when some questions ask for more than one correct answer. Hint: For these multiple-answer questions. take the ACP-S/OS-E exam. Training and documentation provide the information needed to prepare for the exam. Software: Object Reference Guide System Administration Guide Management tools Troubleshooting Guide Session Services Configuration Guide Under Troubleshooting Guides: Technical Support Quick Reference Guide Relevant RFCs. Resources for Preparing for the Exam The exam focuses on the Net-Net 2600/OS-E platforms. Net-Net SBC: Hardware Installation Guide Under Documentation. Acme Packet technical documentation You will need authorized access to the Support web site. Log in to the Acme Packet Support web site and download the following: Under Documentation. Training: Ideal preparation for the ACP-S/2600 Certification Exam is: 1.6. Net-Net Solutions and Product Overview free WBT course (EDU-SPO-WBT) 2. experience has shown that several months of hands-on practice is also valuable for a successful exam experience.acmepacket.doc 13 | P a g e . _____________________________________________________________________________ 94812623. Net-Net 2600 Troubleshooting classroom course (EDU-TS1-OE4) Visit the Acme Packet Training web site at http://www. Net-Net 2600 Configuration Basics classroom course (EDU-CAB-E-OE) 4. from version 3 and up. The required background information is provided by the training courses and reference documentation. Triage Procedures on the Support Portal free WBT course (EDU-SUP-WBT) 3.com/training for course and registration information. The exam also addresses more recent releases of the Net-Net OS. Net-Net SBC. we do not question specifics of any RFC. However.