 |
| Curriculum |
Duration |
Material |
Class
Size |
Cisco 7900 Series Device Training
Physical Features
Soft keys
Line Keys
LCD Display
Volume
Speaker/Headsets
Ring Tones
Call Logs
Voicemail Access
Accessing Services
Call Handling:
IDivert
Call Forward
Hold
Call Stacking
Join
Transfer
Conference
Meet-Me
Park
Pick-up
Callback
|
60 Minutes |
Cisco At-A-Glance 2 Pages |
16 |
CAD – Cisco Agent Desktop
Call Center Overview
Agent States
Log-In
Software Tour
Call Handling
Monitoring Queue
Agent Reports
Agent Chat
Personal Address Book
Enterprise Interface (if applicable)
Log-Out |
*60 Minutes |
CAD Agent 17 Pages |
16 |
Cisco Agent Desktop – Supervisor Call Center Overview
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
- Monitor
- Barge
- Intercept
- Record
Monitor Queue
Chat/Marque Messaging
Real Time Reporting |
*30 Minutes |
Cisco Supervisor 19 Pages |
16 |
Cisco Historical Reporting
Reports Overview
Log-In
Software Tour
Report Types
Report Parameters
Customizing Reports
Report Modification
Interpreting Data
Exporting Data
Saving Reports
Scheduling Reports |
4 Hours |
Cisco Reporting – 28 Pages |
16 |
Attendant Console
Overview
Log-In
Software Tour
On-Line/Off-Line
Call Control Window
Directory
Call Handling
- Hold
- Transfer
- Consult Transfer
- Conference
- Join
- Direct Transfer
- Park
- Voicemail
Speed Dials
- Setting Up
- Transfer
**First Day Support Recommended**
|
*60 Minutes |
Attendant Console– 12 Pages |
6 |
CUPS–Unified Personal Commun
Intro/Positioning
Log-In
Preference Settings
- Voicemail
- Web Conferencing
- Communication
Reachability
- Setting Preferences
- Changing Status
Call Handling
Instant Messaging
Sending E-mails
Contacts
- Creating
- Managing
- Groups
Preferred Contact Methods
Voicemail Using Personal Communicator
Recent Communications
|
60 Minutes |
CUPC– 8 Pages |
16 |
Siemen Device Training
Physical Features
OptiGuide
Line Keys
Volume
Speaker/Headsets
Ring Tones
Voicemail Access
Call Handling:
Call Forward
Hold
Transfer
Conference
Park (Park to Station)
Pick-up
Camp
|
45 Minutes |
Siemens At-A-Glance 2 Pages |
16 |
Agile Agent
Call Center Overview
Agent States
Log-In
Change Password
Software Tour
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
|
*45 Minutes |
Agile Reference 32 Pages |
16 |
Agile Manager
Call Center Overview
Log-In
Report Types
- Real Time
- Historical
- Cumulative
- Activity
Monitor Real Time Reports
Creating Teams
Select an Agent
- Monitor
- Barge
- Intercept
- Record
Monitor Queue
|
*60 Minutes |
Manger Refer. 27 Pages |
16 |
Siemens –9006 Agent Training
Call Center Overview
Agent States
Log-In/Log-Out
Monitoring Queue
|
*15 Minutes |
1 Page Quick Reference |
16 |
ProCenter
Call Center Overview
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
Monitor Queue
Exporting Data
Saving Reports
Scheduling Reports
|
2 Hours |
Pro Center Ref. 30 Pages |
16 |
Siemens–Business View Composer
Call Center Overview
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
Monitor Queue
Exporting Data
Saving Reports
Scheduling Reports
|
*30 Minutes |
Cisco Supervisor 10 Pages |
16 |
Siemens – Business View Observer
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
Monitor Queue
Real Time Reporting
Creating Thresholds
|
*30 Minutes |
Cisco Supervisor 10 Pages |
16 |
Unity Voicemail
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
- Change Passwords
- Change Greetings
- Alternate Greetings
|
15 Minutes |
Decision Tree 1 Page |
16 |
Unity Unified Messaging/Viewmail
Unified Messaging Overview
Set-Up Process
Message Notification
Accessing Messaging
Listening to Messages
- From Phone
- Computer
- PDA
Deleting Messages
|
15 Minutes |
UM Set-Up 1 Page |
16 |
Expressions Voicemail
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
- Change Passwords
- Change Greetings
- Alternate Greetings
|
15 Minutes |
Decision Tree 1 Page |
16 |
PhoneMail
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
- Change Passwords
- Change Greetings
- Alternate Greetings
|
15 Minutes |
Decision Tree 1 Page |
16 |
Microsoft Unified Messaging
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
|
30 Minutes |
Setup and Decision 4 Pages |
16 |
First Day Service Support
Floor Support
Impromptu Training
One-on-One Training
Help Desk Support
System Design Assessment
Troubleshooting
|
4 Hours Min. |
Support Documents |
100 |
The training methodology consists of Instruct, Demo, and Hands-on Practice. Scope assumes client will set-up a training room that replicates the real-time features. Training requires live phones, over-head projector and computer with applicable software and internet access.
*Prerequisite: Device Training
|
