CATALOG
Training programs for virtually every UC and UCC need.
GTS provides training courses, customized for your organization, for all of the platforms and products included in this catalog. If you have a need that is not listed here, it is more than likely in development. Please call us to discuss your specific needs.
IP Device Training
Physical Features
- Soft keys
- Line Keys
- LCD Display
- Volume
- Speaker/Headsets
- Ring Tones
- Call Logs
- Voicemail Access
- Accessing Services
Call Handling
- IDivert/Decline/Send Calls
- Call Forward
- Hold
- Manage Multiple Calls
- Conference Active Calls
- Transfer
- Conference
- Single Number Reach
- Reach Me Anywhere
- Park
- Pick-up
- Callback
- Extension Mobility
Call Manager User Options
Webpages
- Overview
- Log-In/Log-Out
- Speed Dialing Options
- Programming Line Keys
- Programming Address Book
- Programming Fast Dials
- Forward Device from User Page
- Services Options
Mobility
- Enable/Disable Single Number Reach Set-Up
- Enable/Disable Reach Me Anywhere Set-Up
- Set Data and Time Parameters
- Move Calls to Mobile
- Overview
- CCM User Set-Up
- Define Device Parameters
- Activating Feature from Cisco Device
- Mobile Connect Feature Access
CTIOS / CAD–Agent
- 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
UCC Agent Training
- Call Center Overview
- Agent States
- Log-In / Log-Out
- Monitoring Queue
- Transfer Calls
- Conference Calls
- Supervisor Assists
UCC Supervisor Training
- 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
Call Handling
- IDivert/Decline/Send Calls
- Call Forward
- Hold
- Manage Multiple Calls
- Conference Active Calls
- Transfer
- Conference
- Single Number Reach
- Reach Me Anywhere
- Park
- Pick-up
- Callback
- Extension Mobility
Call Manager User Options
Webpages
- Overview
- Log-In/Log-Out
- Speed Dialing Options
- Programming Line Keys
- Programming Address Book
- Programming Fast Dials
- Forward Device from User Page
- Services Options
Mobility
- Enable/Disable Single Number Reach Set-Up
- Enable/Disable Reach Me Anywhere Set-Up
- Set Data and Time Parameters
- Move Calls to Mobile
- Overview
- CCM User Set-Up
- Define Device Parameters
- Activating Feature from Cisco Device
- Mobile Connect Feature Access
CTIOS / CAD–Agent
- 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
UCC Agent Training
- Call Center Overview
- Agent States
- Log-In / Log-Out
- Monitoring Queue
- Transfer Calls
- Conference Calls
- Supervisor Assists
UCC Supervisor Training
- 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
Cisco Jabber & Avaya Communicator
- 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
WebEx
-
- Productivity Tools Set-Up (if applicable)
- WebEx Meeting Center Overview
- Customizing your WebEx
- How to Schedule a Meeting via your Web Browser
- Personal Conference Rooms
- Productivity Tools
- How to Start a Scheduled Meeting and/or Meeting on Demand via your Productivity Tools
- Scheduled Meetings vs. Personal Rooms
- Locking Personal Rooms
- Roles (Host/Presenter/Participant)
- Sharing Menu
– Share Files and Videos
– How to share your desktop
– How to share an Application
– Application Sharing Menu
– Share Whiteboard - Record a meeting
- File Transfer
- Attendee Privileges
– Change View
– Chat
– Raise Hands
– Request Control
– Screen Sharing - Ending WebEx Meeting
Cisco Spark / MS Teams / Slack
- Customize your Profile
– Audio/Video Preferences/Proximity (If applicable) - Presence
- Adding Contacts (People)
- Creating Spaces
– Leave Space
– Lock Space
– Notifications
– Bots and Integration - Message Window
– Screen Capture
– Attach Files
– Delete Messages
– Flag Messages
– Filters - Activities Menu
– Video Calls
— Start a Call
— Join a Call
— Call Controls
— Share Screen
– Meetings
— Schedule a Cisco Spark Meeting (If applicable)
– Files
– Whiteboards - Placing an Audio Call
- Answer an Audio Call
- Teams
– Create Team
– Team Spaces
– Roles/Responsibilities - Spark for Smart Phones
– Download/Set-Up
– Overview
Workforce Management
Administrative
- Creating and Configuring WFM Users
- Configuring System Default and Preference
- Configuring CSQs and CSQ Mappings
- Configuring Work Shifts and Work Shift Conditions
Supervisor/Management
- Creating Exceptions Types
- Creating a Project
- Generating a Distribution
- Generating a Forecast
- Creating What-If Scenarios
- Generating a Schedule
- Maintaining a Schedule
- Edit a Schedule
- Multi-Skilled Agents
- Trend Monitoring
- Reporting
- Approve requests for Exceptions, Schedule Trades and Offers
Agent Functions
- My Page
- Trade a Schedule using the Agent Inbox
- Request an Exception Using the Agent Inbox
- Post a Schedule Offer to the Bulletin Board
- Approve requests for Exceptions, Schedule Trades and Offers
Quality Management
Supervisor/Management
- Team Contacts
- Review Statistics
- Evaluate Agents Performance
- Team Performance Reports
Evaluators
- Evaluate Agents Performance
Archive
- Accessing Archive Reports
- Export Recordings
Agent Functions
- Contacts
- Review Statistics
- Review Evaluations
- Listen to Scored Recordings
- Add Comments to Evaluations
- Review Performance Reports
UCC Reporting
- Reports Overview
- Log-In
- Software Tour
- Report Types
- Report Parameters
- Customizing Reports
- Report Modification
- Interpreting Data
- Exporting Data
- Saving Reports
- Scheduling Reports
Unified Attendant Console
- Overview
- Log-In
- Software Tour
- On-Line/Off-Line
- Call Control Window
- Directory
- Call Handling
- Speed Dials
– Setting Up
– Transfer
Siemens 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
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
Siemens 9006 Agent Training:
Call Center Overview
Agent States
Log-In/Log-Out
Monitoring Queue
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
ProCenter:
Call Center Overview
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
Monitor Queue
Exporting Data
Saving Reports
Scheduling Reports
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
Siemens – Business View Observer:
Log-In
Software Tour
Agent States
Selecting Team
Select an Agent
Monitor Queue
Real Time Reporting
Creating Thresholds
NEC DT-Series:
Physical Features:
Soft Keys
DN Keys
Hands free
Speaker/Headsets
Ring Tones
Voicemail Access
Call Handling:
Call Forward
Hold
Transfer
Conference
Park (Park to Station)
Pick-up
NEC Agent Training:
Call Center Overview
Agent States
Log-In/Log-Out
Monitoring Queue
Avaya Device Training
Physical Features
- Soft Keys
- DN Keys
- Hands free
- Speaker/Headsets
- Ring Tones
- Voicemail Access
Avaya One-X Communicator
- Connectivity
- Soft Keys
- Line Keys
- LCD Displays
- Call Logs
- Voicemail Access
- Accessing Services
Call Handling
- Decline
- Call Forward
- Hold
- Multiple Calls
- Transfer
- Conference
- Meet-Me
- Park (Park to Station)
- Pick-up
Avaya One-X Agent Training
- Call Center Overview
- Agent States
- Log-In/Log-Out
- Monitoring Queue
Meridian Mail
- Voicemail Access
- Tutorial Process
- External Access
- During Message Prompts
- After Message Prompts
- Advanced Functions
– Change Passwords
– Change Greetings
– Alternate Greetings
Voicemail End User Training
My Call Pilot:
Log-In
Remote Access
Message Notification
Telephone Options
Fax Printing
Personal Distribution Lists
Unity Voicemail:
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
– Change Passwords
– Change Greetings
– Alternate Greetings
Unity Unified Messaging/Viewmail:
Unified Messaging Overview
Set-Up Process
Message Notification
Accessing Messaging
Listening to Messages
– From Phone
– Computer
– PDA
Deleting Messages
Xpressions Voicemail:
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
Change Passwords
Change Greetings
Alternate Greetings
PhoneMail:
Voicemail Access
Tutorial Process
External Access
During Message Prompts
After Message Prompts
Advanced Functions
– Change Passwords
– Change Greetings
– Alternate Greetings
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
Adomo Unified Messaging:
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:
Floor Support
Impromptu Training
One-on-One Training
Help Desk Support
System Design Assessment
Troubleshooting
Train the Trainer Certification:
Participant Stage
Observation
Independent Study
Co-Facilitation
Coaching Feedback Sessions
Q&A Follow-Up