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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