The following scheduled courses are currently available. 

Technical Training (in our state-of-the-art Training Center) for CosmoCall Universe (CCU)

Tier 1 Classes:
Focus on initial contact center configuration, day-to-day administration and operations, and application-level troubleshooting.

• CCU Basic Operations
• CCU Basic IVR & Call Flows
• CCU Advanced IVR & Call Flows
• CCU Dialer - Outbound Dialing Campaigns

Tier 2 Classes:
Focus on ongoing platform maintenance and troubleshooting.

• CCU Maintenance & Support

Specialist Classes:
Focus on specialized topics for personnel who have in-depth focus in a particular area.

• CCU Deployment

End-User Training (at users site - upon request)

Business Partner Training
For CosmoCom business partners, additional Solution Advisor and Solution Architect training programs are also available, targeted at the partner sales and sales support organizations. For more information, see the Business Partner Program Benefits page.

Technical Training Course Descriptions

CCU Basic Operations course
	Title	CCU Basic Operations
	Duration	2 days
	Target Audience	Administration, Management and Tenant support personnel.
	Prerequisites	Attendees require a basic level of understanding of the following: Computer literate: fluent in use of PC and Internet browsing.  Know the terms URL, User Acct, Password, etc. Familiar with call center concepts, such as ACD, IVR, etc.
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Instruct Agents in the use of the CosmoCall Agent to service calls Instruct Supervisors in the use of Supervisor monitoring and report analysis Provide documentation to agents, supervisors and administrators Configure Call Centers for correct routing, prioritization and reporting Configure Preview, Predictive, and IVR outbound dialing Campaigns Use new call routing scripts in a call center Create properly completed service requests to CosmoCom Support when necessary
	Course Content Day 1 Introduction CosmoCall Universe 5.1 System Components Overview Accessing CosmoCall interfaces Provide Documentation from CosmoCom’s Support site Agent Functions Logging in, making available, and setting preferences for Agents Answering Phone calls, Emails, Voicemails, Callbacks & Web Chat calls Transferring, Conferencing, and Recording calls Looking up past call information using CosmoTracker Supervisor Functions Supervisor Monitoring of agents Determining current call center performance using Real Time Reports Determine recent and past call center performance using Historical Reports Playback recorded calls using CosmoCorder Tenant Administrator Functions Diagram Queue, Group and Agent settings to meet the routing and prioritization requirements for a call center Adding Agents, Skills, Queues, Groups and Teams to call centers Adding Call blocking and restricting access to Folders and Reports Assigning licenses, direct inward dialing numbers and phone aliases Assigning accounts, wrap-up codes, release codes, and canned phrases Day 2 CosmoDialer outbound dialing campaigns Configuring CosmoDialer Preview, Predictive, and IVR outbound Dialing Campaigns Providing all required information for CosmoCall Service Requests Making complete Service Requests so support personnel can quickly and accurately assess the problem Providing CosmoDesigner Call Flow scripts to call centers Introduction to CosmoDesigner Loading Scripts and audio files Certification Exam – For Tenant Administrators and Managers Written section: 20 multiple choice questions – 1 hour Practical section: 4 part practical exercise – 2 hours
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CCU Basic IVR & Call Flows course
	Title	CCU Basic IVR & Call Flows
	Duration	1 day
	Target Audience	Administration, Call Flow Design and Tenant support personnel
	Prerequisites	Attendees require understanding of the following: CCU Basic Operations course and certification exam
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Edit  and test Call Flow Scripts Create and use Basic Phone, Email and Chat call scripts
	Course Content Day 1 CosmoDesigner Overview Using the CosmoDesigner web application Using Audio files in Call Flow Scripts Documentation Call Flow Design Exercises Build a Basic IVR script to select routing properties for phone calls Build a Basic CallArrival script to select routing properties for Email and Chat calls Build a CallRejected script to offer voicemail or speak with an Operator Build a Email script to reroute emails waiting too long Build a Music On hold While in Queue script to offer callers the option of waiting, going to voicemail, or speaking with an Operator Build a InQueue Timeout script  to offer calls waiting too long to any agent NOTE: No certification exam is given for this course.
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Advanced IVR & Call Flows course
	Title	Advanced IVR & Call Flows
	Duration	1 day
	Target Audience	Call Flow Design, Programming and Tenant support personnel
	PreRequisites	Attendees require understanding of the following: •           CCU Basic Operations course and certification exam •           CCU Basic IVR & Call Flows course
	Objectives	Upon successful completion of this course, students will have the knowledge to: Perform advanced troubleshooting of call flow scripts Use Advanced CosmoDesigner Scripts and Blocks Implement Video IVR scripts
	Course Contents Day 1 Advanced Call Flow Script Troubleshooting Exercises Script Testing Tools and procedures User Variables and System Variables CosmoDesigner Logs Application Event Logs Test Agent SysLogd logs Advanced CosmoDesigner Scripts and Blocks Exercises Advanced Email Scripts Real Time Statistics Blocks Dynamic Date and Time Routing in Scripts Database Lookups in Scripts Using encryption in scripts Call transfer Blocks Passing a variable to a Script Using Web Services in Scripts Integrating with a VXML application (ex. Voice Recognition) Using VBScript Functions in Scripts   Modular Scripts and Media Specific Scripts (Agent) PickupTimeout Scripts Agent to Agent (A2A) call Rejected Scripts Outgoing Call Scripts Interactive Video and Voice Response Setup and use Setting up Interactive Voice and Video Response (IVVR) Converting video files for IVVR use.
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CCU Maintenance & Support course
	Title	CCU Maintenance & Support
	Duration	4 days
	Target Audience	System Support Engineers / Service Providers.
	Prerequisites	Attendees require understanding of the following: Windows 2003, SQL 2005, Exchange 2003 experience or Microsoft certification Firewall SW, Network management software, Network trace software & Remote Network access software CCU Basic Operations course and exam CCU Basic and Advanced IVR & Call Flows and exam
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Create and assign resources for Tenants Perform a CosmoCall system upgrade Install and configure CCU Additional components. Perform Platform and CosmoCall Troubleshooting and Reporting using Windows event logs, CCU Syslogs, and network traces.
	Course Content Day 1 Creating and assigning resources to call centers UPN Suffix explained Tenant Creation Method 1 - Tenant Provisioner Tenant Creation Method 2 - WebAdministrator - Wizard Creating Historical Report Web Pages Creating Databases How to clean up a deleted tenant CCU System Technical Overview – How things work Microsoft Network Requirements VoIP Network Requirements CCU Software and Dependencies Setting up Monitoring and Preventive Maintenance Creating SNMP traps for Network Monitor System Software (IPMonitor8) Creating SQL 2005 Maintenance Plans Exchange 2003 maintenance settings Setting up CosmoCall Cyclical Logging Agenda - Day 2 Expanding CCU Systems Adding Servers to a CosmoCall System CCU System Sizing Tool VoIP Network configuration New Tenant Network requirements Performing CCU System Upgrades Planning CCU System Upgrades Installing CCU Hot Fix Bundles Installing CCU Full Version Upgrades Agenda - Day 3 CCU Troubleshooting Tools Historical Database CCU Syslogsd analysis Agent DebugView logs Wireshark Traces CCU Troubleshooting Examples Audio Quality Call Routing Email Web Chat Agenda - Day 4 Submitting Service Requests Gathering Logs Submitting Service Requests Certification Exam – For System Support Engineers Written section: 20 multiple choice questions – 1 hour Practical section: 4 part practical exercise – 2 hours
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CCU Deployment course
	Title	CCU Deployment
	Duration	2 days
	Target Audience	Partners who need to install new CosmoCall Universe solutions and properly configure related platform software and network components.
	Prerequisites	Attendees require understanding of the following: Installation of Windows 2003 Active Directory networks Windows 2003 Load Balancing Installation of SQL 2005 Installation of Exchange 2003 in a cluster Setting up VLANs VoIP Gateway HW & SW
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Plan a CosmoCall Universe system installation. Prepare the Microsoft platform for a CosmoCall system installation. Prepare VoIP gateways for a CosmoCall universe installation. Perform a CosmoCall Universe system installation. Troubleshoot a CosmoCall Universe installation.
	Course Contents Day 1 Design and planning Hosted Call Center Prescriptive Architecture (HCPA) Document Platform Readiness Checklistt CosmoCall Installation Verification Procedure Sizing for agent / call volume Server specifications: VCS, other CCU servers VoIP gateways and gatekeepers CCU VLANs: Ext VoIP, Int VoIP, IPC, Public and Private Address space Microsoft platform preparation Windows 2003, Active Directory, DNS SQL 2005, Exchange 2003 Load balanced servers IIS servers (Web servers) Day 2 CCU Installation CreateUserUtil.exe CCU Exchange Server Components CCU Database Tools and Scripts and ACD CCU Connection Servers CCU Interaction Servers CCU Cosmoconsole CCU Additional Services CCU Dialer Troubleshooting CCU installations CLOG.log
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CCU CosmoDialer - Outbound Dialing Campaigns course
	Title	CCU CosmoDialer - Outbound Dialing Campaigns
	Duration	2 days
	Target Audience	Administrative and operations personnel who will be operating CosmoDialer.
	Prerequisites	Attendees require understanding of the following: CCU Basic Operations course and certification exam
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Configure and run all 4 types of CosmoDialer campaigns. Enable live call detection and FAX detection. Perform a PDS CosmoConnector integration. Tune a Predictive Dialer. Troubleshoot a Predictive Dialer.
	Course Contents Day 1 Configuring and running campaigns Predictive Preview & Progressive Outbound IVR campaigns WebAdministrator: ANIs, Campaigns, Wrap-up codes Live call detection Real-time reports Historical reports PDS integration with CosmoConnector Day 2 Tuning and troubleshooting campaigns Database requirements Dialing Plan requirements Error messages and their meanings: SsysLogs, MsgLogs, StatLogs Registry Keys Dialing disposition codes Symptoms, their diagnoses and correction
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