GTS Training Schedule and Scope

Transcription

1 Cisco 7900 Series Device Training: 60 Minutes Cisco At-A-Glance 2 Pages 16 Physical Features Soft keys Line Keys LCD Display Volume Speaker/Headsets Ring Tones Call Logs Accessing Services Call Handling: IDivert Call Forward Hold Call Stacking Join Conference Meet-Me Park Pick-up Callback Extension Mobility Call Manager User Options Web Page 15 Minutes CCM User - 2 Pages 16 Overview /Log-Out Speed Dialing Options Programming Line Keys Programming Address Book Programming Fast Dials Forward Device from User Page Services Options Mobility Manager *15 Minutes CCM User - 1 Pages 16 Overview CCM User Set-Up Define Device Parameters Activating Feature from Cisco Device Mobile Connect Feature Access Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 1 9/7/2008

2 CTIOS /CAD Agent *60 Minutes CAD Agent 17 Pages 16 Call Handling Monitoring Queue Agent Reports Agent Chat Personal Address Book Enterprise Interface (if applicable) Log-Out Phone Agent 15 Minutes Phone Agent 1 Page 16 Monitoring Queue Log-Out CTIOS/CAD Supervisor *30 Minutes Cisco Supervisor 19 Pages 16 Selecting Team Monitor Barge Intercept Record Chat/Marque Messaging Real Time Reporting WebView/Cisco Historical Reporting 4 Hours Cisco Reporting 28 Pages 16 Reports Overview Report Types Report Parameters Customizing Reports Report Modification Interpreting Data Exporting Data Saving Reports Scheduling Reports Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 2 9/7/2008

3 Attendant Console *60 Minutes Attendant Console 12 Pages 6 Overview On-Line/Off-Line Call Control Window Directory Call Handling Hold Consult Conference Join Direct Park Voic Speed Dials Setting Up **First Day Support Recommended** CUPS Unified Personal Commun. 60 Minutes CUPC 8 Pages 16 Intro/Positioning Preference Settings Voic Web Conferencing Communication Reachability Setting Preferences Changing Status Call Handling Instant Messaging Sending s Contacts Creating Managing Groups Preferred Contact Methods Voic Using Personal Communicator Recent Communications Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 3 9/7/2008

4 Siemen Device Training: 45 Minutes Siemens At-A-Glance 2 Pages 16 Physical Features OptiGuide Line Keys Volume Speaker/Headsets Ring Tones Call Handling: Call Forward Hold Conference Park (Park to Station) Pick-up Camp Agile Agent *45 Minutes Agile Reference 32 Pages 16 Change Password Client States Call Handling Contact Waiting Indicators Team List and Team Bar Modify System Settings Contact Logs Customize Desktop View Personal Statistics System Messages Agent Chat Speed Dials Printing Client Desktop Info Siemens 9006 Agent Training *15 Minutes 1 Page Quick Reference 16 /Log-Out Monitoring Queue Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 4 9/7/2008

5 Agile Manager *60 Minutes Manger Refer. 27 Pages 16 Report Types Real Time Historical Cumulative Activity Monitor Real Time Reports Creating Teams Monitor Barge Intercept Record ProCenter 2 Hours Pro Center Ref. 30 Pages 16 Selecting Team Exporting Data Saving Reports Scheduling Reports Siemens Business View Composer *30 Minutes Cisco Supervisor 10 Pages 16 Selecting Team Exporting Data Saving Reports Scheduling Reports Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 5 9/7/2008

6 Siemens Business View Observer *30 Minutes Cisco Supervisor 10 Pages 16 Selecting Team Real Time Reporting Creating Thresholds Nortel Device Training: 45 Minutes Siemens At-A-Glance 2 Pages 16 Physical Features Soft Keys DN Keys Hands free Speaker/Headsets Ring Tones Call Handling: Call Forward Hold Conference Park (Park to Station) Pick-up Nortel Agent Training *15 Minutes 1 Page Quick Reference 16 /Log-Out Monitoring Queue Meridian Mail 15 Minutes 1 Page Quick Reference 16 Tutorial Process External Access During Message Prompts After Message Prompts Advanced Functions Change Passwords Change Greetings Alternate Greetings Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 6 9/7/2008

7 My Call Pilot 15 Minutes 2 Page Quick Reference 16 Remote Access Message Notification Telephone Options Fax Printing Personal Distribution Lists Unity Voic 15 Minutes Decision Tree 1 Page 16 Tutorial Process External Access During Message Prompts After Message Prompts Advanced Functions Change Passwords Change Greetings Alternate Greetings Unity Unified Messaging/Viewmail 15 Minutes UM Set-Up 1 Page 16 Unified Messaging Overview Set-Up Process Message Notification Accessing Messaging Listening to Messages From Phone Computer PDA Deleting Messages Xpressions Voic 15 Minutes Decision Tree 1 Page 16 Tutorial Process External Access During Message Prompts After Message Prompts Advanced Functions Change Passwords Change Greetings Alternate Greetings Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 7 9/7/2008

8 Phon 15 Minutes Decision Tree 1 Page 16 Tutorial Process External Access During Message Prompts After Message Prompts Advanced Functions Change Passwords Change Greetings Alternate Greetings Microsoft Unified Messaging 30 Minutes Setup and Decision 4 Pages 16 Unified Messaging Overview Set-Up Process Message Notification Accessing Messaging Listening to Messages From Phone Computer PDA Deleting Messages Touchtone Access/Voice Access Missed Call Notifications Calendar Adomo Unified Messaging 30 Minutes Setup and Decision 4 Pages 16 Unified Messaging Overview Desktop User Preferences Message Notification Accessing Messaging Listening to Messages From Phone Computer PDA Deleting Messages Touchtone Access/Voice Access Find Me Follow Me (Smart Locate) First Day Service Support 4 Hours Min. Support Documents 100 Floor Support Impromptu Training One-on-One Training Help Desk Support System Design Assessment Troubleshooting *Prerequisite: Device Training Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 8 9/7/2008

9 Training Assumptions The training methodology consists of Instruct, Demo, and Hands-on Practice GTS will customized documentation according to Scope of Work Client will complete a Project Questionnaire outlining Scope of Work Training/Conference room will be supplied by client to accommodate 16 participants Live phones with real-time features/software will be set-up and tested by client Over-head projector will be provided by client Computer containing applicable software will be supplied by client Internet access will be available where necessary Schedule will not exceed (4) 90 minute sessions per day Schedule sessions will accommodate 30 minutes between session for Q&A and set-up o Schedule example: 8:00, 10:00, 1:00 and 3:00 Trainers require site access 1 hour prior to first session for testing Gunn Training Solutions W. Larkspur Drive, Surprise, AZ Page 9 9/7/2008