CALL CENTER APPLICATIONS. Training Catalogue. Call Processing, Mapping, Data Management / Reporting. January 2015

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1 CALL CENTER APPLICATIONS Call Prcessing, Mapping, Data Management / Reprting Training Catalgue January 2015 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 1

2 2 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

3 AIRBUS DS COMMUNICATIONS TRAINING CATALOGUE TABLE OF CONTENTS INTRODUCTION...5 Abut Airbus DS Cmmunicatins... 5 References / Cntacts... 5 TRAINING CENTERS...6 PRODUCT LINE OVERVIEW...7 Call Prcessing... 7 VESTA /Sentinel 4 (VESTA 9-1-1)... 7 Mapping... 8 ORION TM Vela (VESTA Lcate)... 8 Data Management / Reprting... 9 Aurra (VESTA Analytics)... 9 Aurra (VESTA Analytics) LITE... 9 ORION TM DataSync... 9 PART NUMBERS Installatin & Maintenance Training End User / Custmer Site Training INSTALLATION & MAINTENANCE OVERVIEW In-Factry Classes Suitcased / Custmer Site Classes By Demand I&M classes INSTALLATION & MAINTENANCE TRAINING COURSE DESCRIPTIONS Call Prcessing VESTA /Sentinel 4 (VESTA 9-1-1) I&M/Admin VESTA /Sentinel 4 (VESTA 9-1-1) Trubleshting Mapping ORION Vela (VESTA Lcate) I&M/Admin Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 3

4 Data Management / Reprting Aurra (VESTA Analytics) I&M/Admin ORION TM DataSync I&M/Admin END USER / CUSTOMER TRAINING OVERVIEW Recmmended Order f Classes Nrmal Class Times Classrm Requirements Special Order End User / Custmer Site Classes END USER / CUSTOMER TRAINING COURSE DESCRIPTIONS Call Prcessing VESTA /Sentinel 4 (VESTA 9-1-1) Administratr (Upgrade) VESTA /Sentinel 4 (VESTA 9-1-1) Standard Administratr VESTA /Sentinel 4 (VESTA 9-1-1) Advanced Administratr VESTA /Sentinel 4 (VESTA 9-1-1) Agent Train-the-Trainer (TTT) VESTA /Sentinel 4 (VESTA 9-1-1) Agent VESTA /Sentinel 4 (VESTA 9-1-1) IP Phne Mapping ORION Vela (VESTA Lcate) Administratr ORION Vela (VESTA Lcate) Agent Train-the-Trainer (TTT) ORION Vela (VESTA Lcate) Agent Data Management / Reprting Activity View Administratr Aurra (VESTA Analytics) Administratr Aurra (VESTA Analytics) Administratr Remte Aurra (VESTA Analytics) LITE On-Site Aurra (VESTA Analytics) LITE Remte ORION DataSync Administratr fr ORION Vela (VESTA Lcate) Cutver Caching CANCELLATION POLICY Installatin & Maintenance / Admin Curses End User / Custmer Curses Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

5 ABOUT AIRBUS DS COMMUNICATIONS INTRODUCTION Airbus DS Cmmunicatins is a trusted leader in missin critical cmmunicatin, emergency ntificatin and P25 land mbile radi. Our histry dates back t the 1960's with the develpment f single cnsle telephne dispatch systems fr utility call centers. Decades f cnsistent innvatin, advancing technlgy, and targeted research and develpment have prvided a slid fundatin and ever increasing market share. In fact, 60% f all calls in the U.S. are received by Airbus DS Cmmunicatins missin critical slutins. Twenty-tw f the thirty mst ppulus U.S. cities and ver 850 federal installatins, including the Department f Defense, trust Airbus DS Cmmunicatins slutins. Tday, ur systems include Next Generatin call prcessing applicatins, P25 land mbile radi, emergency ntificatin and managed services. The breadth f ur slutins is unmatched in the public safety, federal and crprate industries. Technlgy and, mre imprtantly, cmmunicatin media and methds f delivery are evlving at an unprecedented pace. The public safety, federal and crprate systems f tday need t be flexible enugh t supprt these new requirements. Based n a cmmn technlgy framewrk that is standards-based, secure, built n an IP cre and utilizing a flexible, sftware-driven architecture and cmmercially available ff-the-shelf hardware, Airbus DS Cmmunicatins slutins are designed expressly t supprt next generatin cmmunicatin requirements simply, pwerfully and ecnmically. As ne f ur valued custmers, we encurage yu t take part in ur cmprehensive, yet highly flexible educatin prgram ur Airbus DS Cmmunicatins University. The curriculum is designed t ensure yur cmplete understanding and successful use f the slutins and services f ur full-circle security and cmmunicatins prtfli. Our Call Center Applicatin curses cver IP-enabled call center applicatins, mapping, and data management / reprting. All classes are led by friendly, knwledgeable prduct training specialists, dedicated t meeting the educatinal requirements f new and returning students alike. What is critical t yu, matters t us. CRITICAL MATTERS TM REFERENCES / CONTACTS (Training, Curseware) (Sales, Qutes) (I&M Class Schedule / Registratin) https://extranet.peinc.cm/marketing (Partner Prtal/Partner Resurce Library). Cntact yur Airbus DS Cmmunicatins Channel Partner Manager if yu require access t this site. Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 5

6 TRAINING CENTERS The Airbus DS Cmmunicatins training centers are lcated in Temecula, CA and Westchester, IL. Each center has tw state-f-the-art classrms equipped with all f the current, up-t-date hardware and sftware. Our training centers are designed specifically fr learning the slutins f ur full-circle call prcessing, mapping, and data management / reprting prtfli. Our skilled and persnable training specialists are dedicated t meeting yur unique educatinal needs. Temecula Training Center Ri Ned Temecula, CA Chicag Area Training Center W Rsevelt Rad, Suite 306 Westchester, IL Chris Rney - Senir Trainer TEMECULA, CA WESTCHESTER, IL (CHICAGO AREA) 6 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

7 PRODUCT LINE OVERVIEW CALL PROCESSING VESTA /Sentinel 4 (VESTA 9-1-1) VESTA/Sentinel 4 establishes the new benchmark fr NG9-1-1 call taking. It cmbines Sessin Initiatin Prtcl (SIP) call handling with advanced Airbus DS Cmmunicatins call cntrl technlgies t supprt emergency and administrative call taking needs f PSAPs with up t 250 psitins. It als includes standard telephny features, e.g., autmatic call distributin (ACD) ne-buttn transfer and dynamic cnferencing. Plus its flexible, pen architecture ften eliminates the need fr a traditinal PBX, reducing call center csts and easily accmmdating single and multi-site (ge-diverse) deplyments. The system features an all-new, highly cnfigurable and vastly intuitive user interface, cnsidered a fundatinal cmpnent f ur next generatin integrated, gespatial multimedia platfrm. Delivering cst-effective scalability t emergency call centers with 2 t 250 Call Takers, the VESTA/Sentinel 4 slutin supprts multi-site and multiagency deplyments frm gediverse and redundant cnfiguratins with centralized cnfiguratin f distributed users and resurces. Its purpse-built internet prtcl (IP) sft-switch design delivers uninterrupted missin critical SIP telephny with remte site survivability. The slutin features a striking, all-new, highly cnfigurable desktp user experience that supprts multiple layuts and wrkflws with an advanced dial directry that prvides best-in-class cntact management and dialing cntrl. Activity View facilitates cmprehensive PSAP supervisry mnitring and alerting, agent queue status and threshldbased alerting using wall displays. Industry leading call handling capabilities prvide the flexibility t chse ACD, skillsbased ACD, shared lines r hybrid peratins supprting dynamic cnference mdes and selective call answer frm the ACD queue. Prviding an intuitive rles-based display with PSAP selectin at lgin, the VESTA/Sentinel 4 slutin delivers multi-psap supprt with individual call distributin, abandned calls, cntact lists and reprting. Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 7

8 MAPPING ORION TM Vela (VESTA Lcate) The ORION Vela slutin makes it pssible fr missin critical Call Takers t field calls, determine caller lcatins, and immediately dispatch the apprpriate first respnders. With superir mapping functinality, an intuitive, infrmatin rich graphical user interface, and scalable design, the ORION Vela slutin allws fr enhanced custmizatin f its display, integrates seamlessly with the Airbus DS Cmmunicatins VESTA and Sentinel call taking platfrms, and supprts cmputeraided dispatch (CAD) peratins. The ORION Vela slutin can als act as a standalne mapped ALI system. It prvides multiple cnfigurable map views, access rights based n user lgin, and imprved user cntrls fr map navigatin. With built-in supprt f ESRI-cmpliant Shapefiles and Persnal Gedatabases, the ORION Vela slutin allws custmers t utilize their existing ESRI tls t build and maintain map data sets. The ORION Vela slutin als enables implementatin f multiple layers with different prjected crdinate systems as well as differing database structures, and next generatin cnnectivity allws incrpratin f previusly inaccessible data layers such as real time weather verlays and reginal datasets. The ORION Vela slutin als incrprates plug-in technlgy t cnverge multiple mapping capabilities int a single applicatin. Call Takers are ntified f incident critical infrmatin such as hazardus materials lcatin r building flr plans. One-way streets, speed limits, rad clsures, special events and ther traffic impacting attributes are fully cnsidered in planning the mst effective driving directins. 8 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

9 DATA MANAGEMENT / REPORTING Aurra (VESTA Analytics) The new and imprved Aurra slutin ffers an advanced, but intuitive reprting engine and data mining slutin, such as a reprt prviding the duratin f delay between receiving phase 1 and phase 2 ALI recrds. It prvides easy t run standard reprts while at the same time allwing users t build custmized, ad hc reprts r dashbards. The Aurra slutin als adds a number f new emergency call center key perfrmance indicatrs (KPIs). Agent efficiency factr and ready/nt-ready rati are just a cuple f the new KPIs that are autmatically pre-calculated and available in the Aurra slutin s data warehuse. The Aurra slutin autmatically assciates related events, simplifying incident recnstructin, rganizatin, searching and archiving. The Scenari Management System allws users t create their wn assciatins and save them under a user defined scenari name. It als ffers integratin with leading digital lgging recrders s users can retrieve recrdings directly. The Aurra slutin imprves efficiencies in staffing, standard perating prcedures and infrmatin management by ffering a number f features that enhance the ability f call center management t gather, rganize, data mine and reprt n call center metrics. Aurra LITE (VESTA Analytics LITE) Aurra LITE is designed fr smaller sites that require basic reprting. It includes the ability t search fr a call, exprt a Call Details Recrd (CDR), and run a small set f pre-defined reprts. Data is autmatically purged after 14 mnths ensuring that sites will have access t data fr running histrical reprts, cmparing trends, and maintaining perfrmance.. Aurra LITE imprves the ability t reprt near real-time infrmatin quickly fr sites that have five (5) r fewer calltaking psitins and handle fewer than 100,000 calls per year. Aurra LITE supprts the ability t accept an agent s rle frm the CTI and assigns activities t the specific rle prviding infrmatin fr reprting and analysis ORION TM DataSync An autmated map and data updating slutin designed t synchrnize map data acrss LAN/WAN whenever data is updated, saving time and mney. Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 9

10 PART NUMBERS The training part numbers fr ur primary prduct line are listed belw. Full curse descriptins fr each class are included in a separate sectin within this catalgue; click n the prduct hyperlink belw t quickly access the curse descriptin. Fr training curse csts, cntact ur Sales Department at: Nte: Airbus DS Cmmunicatins als ffers Installatin and Maintenance (I&M) By Demand classes fr ur nn-standard I&M prduct ffering. These prducts are listed in the I&M Overview sectin f this catalgue. We als ffer End User / Custmer Site Special Order classes fr ur nn-standard end user prduct ffering. These prducts are listed in the End User Overview sectin f this catalgue. INSTALLATION & MAINTENANCE TRAINING CALL PROCESSING VESTA/Sentinel 4 (VESTA 9-1-1) I&M/Admin VESTA/Sentinel 4 (VESTA 9-1-1) Trubleshting (In-Factry) (Suitcase Custmer Site) (Suitcase Reginal at Cnference Center Training Rm) (In-Factry) (Suitcase) MAPPING ORION Vela (VESTA Lcate) I&M/Admin (In-Factry) (Suitcase) DATA MANAGEMENT / REPORTING Aurra (VESTA Analytics) I&M/Admin ORION DataSync I&M/Admin (In-Factry) (Suitcase) (In-Factry) END USER / CUSTOMER SITE TRAINING CALL PROCESSING VESTA/Sentinel 4 (VESTA 9-1-1) Administratr (Upgrade) VESTA/Sentinel 4 (VESTA 9-1-1) Standard Administratr VESTA/Sentinel 4 (VESTA 9-1-1) Advanced Administratr VESTA/Sentinel 4 (VESTA 9-1-1) Agent Train-the-Trainer (TTT) VESTA/Sentinel 4 (VESTA 9-1-1) Agent VESTA/Sentinel 4 (VESTA 9-1-1) IP Phne Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

11 MAPPING ORION Vela (VESTA Lcate) Administratr ORION Vela (VESTA Lcate) Agent Train-the-Trainer (TTT) ORION Vela (VESTA Lcate) Agent DATA MANAGEMENT / REPORTING Activity View Administratr Aurra (VESTA Analytics) Administratr Aurra (VESTA Analytics) Administratr Remte Aurra (VESTA Analytics) LITE On-Site Aurra (VESTA Analytics) LITE Remte ORION DataSync Administratr fr Vela CUTOVER COACHING Cutver Caching Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 11

12 12 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

13 INSTALLATION & MAINTENANCE OVERVIEW Target audience fr this curriculum is technicians respnsible fr installatin and/r maintenance f the selected curse. The list f I&M / Admin classes with detailed infrmatin (part numbers, duratin, class size, pre-requisites, and class descriptin) is cntained in this sectin. Fr class csts, cntact ur Sales Department at: IN-FACTORY CLASSES These classes are scheduled at ne f ur Training Centers at Temecula, CA r Westchester, IL (Chicag area). Recmmend that yu register fr a curse at least 30 days prir t the beginning f class. Fr a cmplete listing f class dates and lcatins, r t register fr a class, please visit ur website at: SUITCASED / CUSTOMER SITE CLASSES Suitcased classes are curses specifically fr technicians that are instructed at a custmer s lcatin. Airbus DS Cmmunicatins ships a self-cntained mbile unit t the site. Each class can have a maximum f 8 students participating. Shipping and handling will be a separate charge fr each required system. Rm requirements fr a suitcased class include: Training Rm (minimum size 19 x 19 ) Whitebard (minimum size 4 x 6 ) Fur (4) 6 tables (2 per student) set up as classrm style Instructr pdium r table fr laptp, prjectr, etc. One chair fr each student and instructr Prjectr screen / Cmputer prjectr Sufficient number f pwer utlets fr cmputers, prjectrs, etc (at least 3) T rder a suitcase class, cntact ur Sales Department at Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 13

14 BY DEMAND I&M CLASSES The fllwing I&M/Admin curses are nly available n demand and will be scheduled nce a minimum f fur (4) students have requested registratin. Please cntact ur Training Department at t request a Curse Syllabus and / r be placed n the list fr any f these by demand curses. CS I&M/Prgramming MagIC TM I&M/Admin ORION Aries I&M/Admin ORION MapStar TM I&M/Admin Pallas I&M/Prgramming PEAbdy TM I&M/Admin Sentinel CM I&M/Admin Sentinel ECS-1000/RescueStar I&M/Admin Sentinel Patrit 3 I&M/Admin VESTA CS I&M/Admin VESTA Pallas TM I&M/Admin VESTA SL-100 I&M/Admin VESTA/Sentinel 4 I&M/Admin Delta 14 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

15 INSTALLATION & MAINTENANCE TRAINING COURSE DESCRIPTIONS The target audience fr this curriculum is technicians respnsible fr installatin and maintenance f VESTA/Sentinel 4. CALL PROCESSING VESTA/Sentinel 4 (VESTA 9-1-1) I&M/Admin Part Number: VESTA /Sentinel 4 (VESTA 9-1-1) I&M/Admin: (In-Factry) VESTA /Sentinel 4 (VESTA 9-1-1) I&M/Admin: (Suitcase Custmer Site) VESTA /Sentinel 4 (VESTA 9-1-1) I&M/Admin: (Suitcase Reginal / Training Rm at Htel Venue) Curse Descriptin: The curse prvides technicians with the knwledge t install, cnfigure, and maintain the VESTA/Sentinel 4 system. The curse cntent includes: Intrductin t System Architecture / Technlgy Overview - IPS Basics (Fundatins fr VIP/SIP) Virtualizatin / VMWare SIP Phne Overview Call Flw Media Cmmunicatins Service (MDS) Data Distributin Service (DDS) Gateways / Trunks / Analg Lines / ALI Cnsle Setup and Cnfiguratin Dial Plans and Ringdwns Redundancy Utilizing Failure Scenaris Critical Prduct Restratin (CPR) Prcedure Trubleshting Tls / Guidelines Cnfiguring EIP Phnes Multi-Agency / Multi-Rle Planning / Implementatin Installing and cnfiguring peripheral applicatins (Activity View, IRR) Duratin: 10 days Prerequisites: Cmputer Literacy: Installing and cnfiguring applicatins / drivers and using cntrl panels in MS Windws XP 9-1-1: Basic understanding f cmmunicatins PBX /Telephny: Installing vice and data lines and trunks, and installing and cnfiguring any PBX Netwrking: Basic knwledge f internet/lan technlgy (subnets, ruters, firewalls) Netwrk Diagnstic Tls: Sme experience with tls such as Ethereal Security: Basic knwledge f internet threats/defenses Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 15

16 Certificatin: Each student wh successfully cmpletes this curse and passes the end f curse written assessment with a scre f 80% r higher will be certified t install and maintain the VESTA/Sentinel 4 prduct. Offered: In-Factry Airbus DS Cmmunicatins Training Center (max 12 students) Suitcase / Mbile Unit Custmer Site r Reginal Area / Cnference Training Rm at Htel Venue (max 8 students) VESTA/Sentinel 4 / (VESTA 9-1-1) Trubleshting (Fr VESTA/Sentinel 4 Certified Technicians) NOTE: This curse is designed fr VESTA/Sentinel 4 Release 2 (r greater) certified technicians that have a wrking knwledge f the features and functins in VESTA/Sentinel 4 Release 2 (r greater). Hands-n Lab Exercises and Real Wrld Technical Supprt truble issues will be primary cmpnents f this class. Part Number: VESTA /Sentinel 4 (VESTA 9-1-1) Trubleshting: (In-Factry) VESTA /Sentinel 4 (VESTA 9-1-1) Trubleshting: (Suitcase) Curse Descriptin: The curse prvides Technicians with hands-n expsure t varius system related trubles and hw t analyze, islate, and fix many cmmn prblems. Explre the practical use f several diagnstic tls and lgs in the system t assist in trubleshting. Review prper database back-up and restre prcesses in rder t maintain cnfiguratin databases. The curse cntent includes: Intrductin System architect verview Single, hsted nn-ge diverse, and hsted ge diverse site deplyments Incming System Call Flw Prcess Incming 911 trunk (CAMA/FXS/MDS/DDS) Incming POTS line (POTS/FXO/MDS/DDS) Incming PRI line (Admin/M1K/MDS/DDS) Outging System Call Flw Prcess Cnsle cntext builder Impact f Rle/Agency in Dialing plan MDS Dialing plans hw the PBX interprets ut dialing requests t Gateway Outging regular Admin line (Cnsle/MDS/FXO) Outging DAAL line (Cnsle/DDS/MDS/FXO) Gateway Wrking with Wireshark t islate a prblem Wrking with gateway lgs t islate a prblem Truble shting gateway prblems Backing up a gateway Upgrading a gateway ALI/CAD/TS-4 ALI/CAD flw with varius deplyments f ALI/CAD using TS-4/Black Bx Using Tracer lgs t assist in ALI/CAD issues Truble shting ALI /CAD prblems 16 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

17 Cnsles Cnsle setup and cnfiguratin utility SAM settings and custmizatin fr multi-agency Review f Event Ntificatin (Admin versus calls, cnversin f legacy ringers) IRR cnfiguratin with SAM, ptimizing fr the sites needs Cmmn SAM issues and what t lk fr Islating and analyzing cmmn Cnsle issues Using the useractinslg.txt Servers Prper way t switch active DDS servers Backing up and restring DDS/cuch DB Database Schema Installatin and Upgrade Utility DBS Maintenance Utility_Installer.exe t validate health f DDS cuch db MDS Replicatin Validatin required fr upgrades and replicatin issues Backing up and restring MDS Netwrk Switch Installing Pumpkin t backup netwrk switch database Using Pumpkin t restre a netwrk switch database back int peratin. Prper use f prt mnitring in islating prblems using Wireshark Cllecting Lgs useractinslg.txt Tracer files Dump files Lg submissin t Airbus DS Cmmunicatins via remte r TEMDrpbx Using Aurra as a diagnstic tl Duratin: 4 days Prerequisite: Certified VESTA/Sentinel 4 (Release 2 r greater) I&M/Admin curse with hands-n experience with system installatins / maintenance. Certificatins will be verified by Airbus DS Cmmunicatins Training Administratr. Offered: In-Factry Airbus DS Cmmunicatins Training Center (max 12 students) Suitcase / Mbile Unit Custmer Site (max 8 students) Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 17

18 MAPPING ORION Vela (VESTA Lcate) I&M/Admin Part Number: ORION Vela (VESTA Lcate) I&M/Admin: (In-Factry) ORION Vela (VESTA Lcate) I&M/Admin: (Suitcase) Curse Descriptin: This curse ccurs prir t the installatin f an ORION Vela system. The curse prvides the technician r designated persnnel with the knwledge t install, cnfigure, and maintain the ORION Vela. The curse cntent includes: Intrductin System Blck Diagram - Explanatin f Cmpnents and Cnfiguratins Intrducing Optinal Prducts (Pictmetry, DataSync) System Installatin Hardware / Sftware Installatin Requirements Installing System CD, PMC/Universal Cmpnents, ORION Vela Bradcast Server (Optinal), ORION Vela Serial Server (If needed), ORION Vela DDE with VESTA vs. Sentinel with Ht Fix Understanding Templates and Map Prjects Cnfiguring ALI Surces, Setting up ALI Parser / Class f Service Cdes n the First Psitin Setting up Wireless Rules Installing the Pictmetry Plugin (Fee based Optin) Updating Additinal Psitins (N DataSync) Cpying the cnfig files, Map Data flder, Template flder Truble Shting the Bradcast Server, DDE Cmmunicatins, Serial Cmmunicatins Assigning Users t Grups and Templates Using ORION Vela Creating / Updating Map Prjects Overview (Map Windws) Wrking with Templates Updating Templates (Overview) Incident lcatins, Calluts, Wireless, Pints f Interest / Zm Levels Incident Fields and Incident Display Grids Discrepancy Recrding / Publishing Cnfiguratin Data Glbal Gecding Settings, Address Gecding, Centerline Gecding Scre Reductins Standardized Names, Address Dictinary Rules, and Translate Rules Ruting and Preplans Duratin: 3 days Prerequisites: Experience with PC hardware and design Knwledge f TCP/IP, netwrk cnfiguratin, and setting up user grups and security levels fr users Experience installing and trubleshting Windws applicatins Knwledge f ESRI s ArcGIS is nt required fr installatin but is cnsidered highly beneficial twards understanding and supprting all Airbus DS Cmmunicatins mapping prducts. Offered: In-Factry Airbus DS Cmmunicatins Training Center (max 8 students) Suitcase / Mbile Unit Custmer Site (max 8 students) 18 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

19 DATA MANAGEMENT / REPORTING Aurra (VESTA Analytics) I&M/Admin Part Number: Aurra (VESTA Analytics) I&M/Admin: (In-Factry) Aurra (VESTA Analytics) I&M/Admin: (Suitcase) Curse Descriptin: This curse prvides training n the installatin, cnfiguratin, and administratin f Aurra. The curse cntent includes: Duratin: 2 days Prerequisites: Offered: Intrductin Abut Aurra and Cmpnents Displaying Events and Generating Reprts Aurra Applicatin Manager Aurra Elements Aurra Archive Upgrade Utility CDM (Cnfiguratin Data Management) License Management Site Management Users and Grups Creating Aurra Users and Permissins Cnfigure Default User Preferences Reprt Grups Cnfiguratin Installing Aurra Cnfiguring Aurra service accunts SQL Server security Reprting Services Restarting IIS Pst installatin tasks Integrating Other Prducts with Aurra Migrating MagIC and Patrit Stats Data (ptinal) Basic Maintenance Archiving, Upgrading, Cnfiguratin Data Management, Shift/Wrk Perid Managements, License and Site Management Installer s Checklist (a cmprehensive list utlining install and cnfiguratin tasks t cmplete prir t use by end users and training effrts) Experience with PC hardware and design Knwledge f TCP/IP, netwrk cnfiguratin, and setting up user grups and security levels fr users Experience installing and trubleshting Windws applicatins In-Factry Airbus DS Cmmunicatins Training Center (max 8 students) Suitcase / Mbile Unit Custmer Site (max 8 students) Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 19

20 ORION DataSync I&M/Admin Part Number: ORION DataSync I&M/Admin: (In-Factry) Curse Descriptin: This curse typically fllws an ORION Vela I&M curse at sites where an enterprise DataSync slutin is installed and ready fr use. This curse cvers the necessary skills t administrate a DataSync slutin in either an enterprise WAN r LAN cnfiguratin. The curse cntent includes: Duratin: 1 day Prerequisite: Offered: Intrductin DataSync and ORION Prduct Line Understanding DataSync 4.0 Cmpnents System Blck Diagram with Cnceptual Single Call Center (LAN) / Enterprise (WAN) Slutin Cnfiguring and Using DataSync DataSync Publisher Vela Publishing DataSync Client R1 Distributin Manager (Enterprise Slutin) Maintenance and Trubleshting ORION MapStar I&M/Admin r ORION Vela I&M/Admin In-Factry - Airbus DS Cmmunicatins Training Center (max 8 students) 20 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

21 END USER / CUSTOMER TRAINING OVERVIEW RECOMMENDED ORDER OF CLASSES Airbus DS Cmmunicatins recmmends the fllwing rder f end user / custmer training fr the mst effective instructin and implementatin. Fr all f ur end user prducts (Call Prcessing, Mapping, and Data Management / Reprting), Administratin training must be cnducted befre Agent training in rder t get the system prepared and specifically cnfigured fr the Agent training. 1. Administratr 2. Agent Train-the-Trainer (TTT) 3. Agent 4. Cutver Caching If the custmer changes the recmmended rder f classes, Airbus DS Cmmunicatins requires a Training Prgram Mdificatin Waiver t be cmpleted and signed by the custmer. The Airbus DS Cmmunicatins Prject Manager r Prject Crdinatr will cmmunicate and manage this prcess. NORMAL CLASS TIMES Unless prir arrangements have been requested and apprved in advance: Mndays are used as travel days fr the trainers. Our training prgrams begin at 8:00AM and end at 5:00PM with a 1 hur break fr lunch. CLASSROOM REQUIREMENTS We recmmend a minimum f ne (1) training psitin per tw (2) students fr the mst effective training slutin. Class size shuld nt exceed eight (8) students fr Admin training and eight (8) students fr Agent training. Designated classrm areas shuld be sized apprpriately fr class size, islated frm ther activities and include cmfrtable tables & chairs, white/black bard and LCD prjectr (if required). NOTE: At minimum, ne test trunk with ALI functinality as well as ne administrative line shuld be available fr use during training. Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 21

22 SPECIAL ORDER END USER / CUSTOMER SITE CLASSES The fllwing End User / Custmer Site curses are cnsidered as special rder and available as requested. Please cntact ur Training Department at t request a Curse Syllabus / Curse Descriptin. Fr class csts and / r t place an rder, cntact ur Sales Department at: MagIC Admin ORION Aries Admin ORION Aries Agent PEAbdy Admin PEAbdy Agent Sentinel CM Admin Sentinel CM Agent Sentinel CM Agent Train-the-Trainer Sentinel ECS-1000/RescueStar Activity Tracker Sentinel ECS-1000/RescueStar Admin Sentinel ECS-1000/RescueStar Agent Sentinel ECS-1000/RescueStar Agent Train-the-Trainer Sentinel ECS-1000/RescueStar SMART Admin Sentinel ECS-1000/RescueStar Stats Admin Sentinel Patrit 3 Administratr Sentinel Patrit 3 Agent Sentinel Patrit 3 Agent TTT Sentinel Patrit 3 SIP Phne Sentinel Patrit Mnitr & Stats Administratr VESTA CS Admin VESTA CS Agent VESTA CS Agent Train-the-Trainer VESTA CS Supervisr VESTA Pallas Agent VESTA Pallas Agent TTT VESTA Pallas Standard Administratr VESTA SL-100 Admin VESTA SL-100 Agent VESTA SL-100 Agent Train-the-Trainer VESTA View TM Admin 22 Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS

23 END USER / CUSTOMER TRAINING COURSE DESCRIPTIONS CALL PROCESSING VESTA/Sentinel 4 (VESTA 9-1-1) Administratr (Upgrade) Part Number: VESTA/Sentinel 4 (VESTA 9-1-1) Administratr Upgrade: Curse Descriptin: NOTE: This curse is designed fr VESTA/Sentinel 4 Administratrs upgrading frm a previus VESTA/Sentinel 4 platfrm. Curse cntent is dependent n feature implementatin. Duratin: 1 day Recmmended Audience: PSAP Administratrs wh are already trained in VESTA / Sentinel 4 and require delta training due t a sftware upgrade and additinal feature set. Prerequisites: VESTA/Sentinel 4 Administratr: r VESTA/Sentinel 4 Advanced Administratr: VESTA/Sentinel 4 (VESTA 9-1-1) Standard Administratr Part Number: VESTA/Sentinel 4 (VESTA 9-1-1) Standard Administratr: Curse Descriptin: NOTE: This curse is designed fr smaller PSAPS (less than 10 psitins) r fr PSAPs nt implementing the multi-agency, multi-rle features. This curse is typically ne f the first curses t ccur during r shrtly after the installatin f a VESTA/Sentinel 4 system in rder t set up the applicatin befre the Agent / Call Taker curses. The curse cvers cnfiguratin f the Cnsle end-user applicatin thrugh t the features that will be used by the PSAP. The curse cntent includes: Intrductin / Overview Data Distributin Service (DDS) Adding Agents and Prfiles Selecting Cnsle Permissins Cnsle Cnfiguratin Cnfiguring the Cnsle Wrkstatin Designing a Layut Cnfiguring System Sunds Cnfiguring Cntact Manager, Cntexts and Speed Dials Genvatin Keypad Prgramming (ptinal) Basic Enhanced IP Phne Cnfiguratin (if applicable and with FE / Technician s assistance) Agent Curse Cntent. The Admin curse cvers all call handling features cvered in the Agent curse including: Answering and admin calls Call features (hld, park, transfer/cnference, ALI request, abandned calls, Cntact Manager, TTY) and IRR Duratin: 1.5 days Airbus DS Cmmunicatins CCA Training Catalgue January 2015 CRITICAL MATTERS 23

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