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CCU Basic Operations course
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Title |
CCU Basic Operations |
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Duration |
2 days |
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Target Audience |
Administration, Management and Tenant support personnel. |
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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.
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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
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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
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Title |
CCU Basic IVR & Call Flows |
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Duration |
1 day |
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Target Audience |
Administration, Call Flow Design and Tenant support personnel |
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Prerequisites |
Attendees require understanding of the following:
- CCU Basic Operations course and certification exam
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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
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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
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Title |
Advanced IVR & Call Flows |
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Duration |
1 day |
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Target Audience |
Call Flow Design, Programming and Tenant support personnel |
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PreRequisites |
Attendees require understanding of the following:
• CCU Basic Operations course and certification exam
• CCU Basic IVR & Call Flows course
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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
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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
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Title |
CCU Maintenance & Support |
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Duration |
4 days |
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Target Audience |
System Support Engineers / Service Providers. |
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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
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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.
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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
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Title |
CCU Deployment |
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Duration |
2 days |
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Target Audience |
Partners who need to install new CosmoCall Universe solutions and properly configure related platform software and network components. |
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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
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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.
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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
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CCU CosmoDialer - Outbound Dialing Campaigns course
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Title |
CCU CosmoDialer - Outbound Dialing Campaigns |
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Duration |
2 days |
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Target Audience |
Administrative and operations personnel who will be operating CosmoDialer. |
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Prerequisites |
Attendees require understanding of the following:
- CCU Basic Operations course and certification exam
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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.
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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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