SHORETEL UNIVERSITY SALES ACADEMY CATALOG A Guide to ShoreTel Connect Certifications
BENEFITS Complete at your own pace Reduce time away from home Reduce time out of the field Single enrollment for each academy Personalized roadmap to certification The Wizard Is Ready to Help Let the ShoreTel Academy Wizard guide you through your course selection process. Download the Wizard from shoretel.com, answer a few questions, and you ll know which Academy is right for you. shoretel.com/shoretel-university/ academy-certification Overview Tired of spending days away from work for training? Want to understand exactly the courses you need? Want your own personalized training roadmap? Welcome to the Academy! Beginning with ShoreTel Connect, ShoreTel University is introducing a new way to become certified. Experience learning though our innovative ShoreTel Academy modular format. Spend less time away from your job and take training on your time. One enrollment Through one simple enrollment, all your training classes, updates and exams are automatically populated into your own personalized training path. YOU choose when and where to take classes based on YOUR schedule. One subscription Need a refresher course? Want to upgrade your capability to the next release of ShoreTel Connect? It s easy! Every Academy comes with a two-year subscription to all training modules. Your subscription offers access to all upgrade training in your path at no additional charge, and you can take classes as many times as you like. Subscription ownership remains with the partner. Moving to a different role? The subscription can be repurposed to another employee for no additional cost. One place to learn ShoreTel University believes in the cloud. It s so convenient to be able to access resources from anywhere. That s why we put the Academy in the cloud to make things easier for you. Stop searching websites and course listings to find the training you need. ShoreTel Academy s modular format model lays out your training plan step by step. Sales and technical training ShoreTel University offers CLOUD Approved, CLOUD Enabled, and ONSITE certifications for sales and telecom professionals. Our carefully designed academies provide the education that you need to sell, design, implement, maintain, and support ShoreTel Unified Communication solutions. How to use this catalog This document is designed interactively; use the top-of-page navigation to explore different academies, and click on the course names in the certification listings to access detailed course descriptions. Our convenient step model of learning allows you to pick and choose when to take your classes so that you can custom-tailor your training to fit your schedule. Each class listing includes helpful abbreviations that include: SP (Self-paced) and ILO/ILC (Instructor-Led Online/Classroom) How to order Just log into Certification Central and enroll. It s the only place you need to go!. ShoreTel. Brilliantly simple business communications. Page 2
Table of Contents ShoreTel Connect Sales Academy ShoreTel University offers three UC sales academies for ShoreTel Connect CLOUD and ONSITE training, which lead to three different certification paths: ShoreTel Sales CLOUD Approved Certification (SSCA) ShoreTel Sales CLOUD Enabled Certification (SSCE) ShoreTel Sales ONSITE Certification (SSO) ShoreTel University offers two ShoreTel Solution Architect academies for Connect sales training, which lead to two different certification paths: ShoreTel Solutions Architect CLOUD, ONSITE & HYBRID UC Certification (SSA) ShoreTel Solutions Architect ONSITE UC Certification (SSA) for Partners and Service Providers not selling CLOUD Solutions To meet the ShoreTel Connect Contact Center practice requirements of the Champion Partner Program, ShoreTel University also offers five ShoreTel Enterprise for ShoreTel Connect Contact Center training, which lead to three different certification paths: ShoreTel Enterprise Sales CLOUD Approved Certification (SESCA) Contact Center ShoreTel Enterprise Sales CLOUD Enabled Certification (SESCE) Contact Center ShoreTel Enterprise Sales ONSITE Certification (SESO) Contact Center ShoreTel Enterprise Solution Architect Certification (SESA) - Contact Center Portfolio ShoreTel Enterprise Solution Architect Certification (SESA) - Contact Center ONSITE For ShoreTel Partners who want to be more involved in the implementation and deployment of CLOUD solutions to their customer base; ShoreTel University offers one academy for both Sales and Technical personnel. The ShoreTel CLOUD Implementation Academy. ShoreTel CLOUD Implementation Academy (SCIA) Page 3 ShoreTel. Brilliantly simple business communications.
SHORETEL SALES CLOUD APPROVED (SSCA) Self-paced hours: 1.25 Instructor-led online hours: 0 Instructor-led classroom hours: 0 Total hours: 1.25 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 Step 2 CS-100.01sp CLOUD Services Self-paced 0.75 Step 3 SSCA-000.01 SSCA Final Exam Exam ShoreTel. Brilliantly simple business communications. Page 4
SHORETEL SALES CLOUD ENABLED (SSCE) Self-paced hours: 6 Instructor-led-online hours: 3 Instructor-led-classroom hours: 16 (Travel required) Total hours: 25 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 CS-100.01sp CLOUD Services Self-paced 0.75 CS-103.01sp CLOUD Design & CPQ Self-paced 2.00 BR-004.01sp Advanced Applications Self-paced 0.50 Step 3 BR-002.01sp Basic Phone/Client Self-paced 0.50 BR-201.01sp Advanced Concepts in Mobility Self-paced 0.75 CS-400.01sp CLOUD Implementation Level 1 Self-paced 1.00 CS-109.01 CLOUD Intensive ILC 16.00 Step 4 BR-002.01e Basic Phone/Client Exam BR-008.01 Demo Principles ILO 3.00 BR-008.01c Demo Principles Certification SSCE-000.01 SSCE Final Exam Exam Page 5 ShoreTel. Brilliantly simple business communications.
University CERTIFIED SALES ONSITE SHORETEL SALES ONSITE (SSO) Self-paced hours: 5.25 Instructor-led online hours: 3 Instructor-led classroom hours: 0 Total hours: 8.25 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 OS-100.01sp ONSITE Products Self-paced 1.00 OS-105.01sp ShoreTel Support Self-paced 0.50 BR-004.01sp Advanced Applications Self-paced 0.50 Step 3 BR-002.01sp Basic Phone/Client Self-paced 0.50 BR-201.01sp Advanced Concepts in Mobility Self-paced 0.75 OS-107.01sp Advanced Architecture Self-paced 0.75 OS-102.01sp Connectivity Self-paced 0.75 Step 4 BR-002.01e Basic Phone/Client Exam BR-008.01 Demo Principles ILO 3.00 BR-008.01c Demo Principles Certification SSO-000.01 SSO Final Exam Exam ShoreTel. Brilliantly simple business communications. Page 6
University CERTIFIED SALES SA PORTFOLIO SHORETEL SOLUTIONS ARCHITECT (SSA) CLOUD, ONSITE & HYBRID SOLUTIONS Self-paced hours: 7.15 Instructor-led online/classroom hours: 5 Total hours: 12.15 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 CS-100.01sp CLOUD Services Self-paced 0.75 OS-100.01sp ONSITE Products Self-paced 1.00 OS-105.01sp ShoreTel Support Self-paced 0.50 BR-004.01sp Advanced Applications Self-paced 0.50 Step 3 BR-201.01sp Advanced Concepts in Mobility Self-paced 0.75 OS-107.01sp Advanced Architecture Self-paced 0.75 OS-102.01sp Connectivity Self-paced 0.75 OS-108.01sp ONSITE Design Primer Self-paced 1.15 Step 4 OS-109.01 ONSITE Design Lab ILO 2.00 BR-002.01sp Basic Phone/Client Self-paced 0.50 Step 5 BR-002.01e Basic Phone/Client Exam BR-008.01 Demo Principles ILO 3.00 BR-008.01c Demo Principles Certification SSA-000.01 Solutions Architect Final Exam Exam Page 7 ShoreTel. Brilliantly simple business communications.
University CERTIFIED SALES SA ONSITE SHORETEL SOLUTIONS ARCHITECT - ONSITE (SSA) PARTNERS & SERVICE PROVIDERS Self-paced hours: 6.40 Instructor-led online/classroom hours: 5 Total hours: 11.40 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 OS-100.01sp ONSITE Products Self-paced 1.00 OS-105.01sp ShoreTel Support Self-paced 0.50 BR-004.01sp Advanced Applications Self-paced 0.50 Step 3 BR-201.01sp Advanced Concepts in Mobility Self-paced 0.75 OS-107.01sp Advanced Architecture Self-paced 0.75 OS-102.01sp Connectivity Self-paced 0.75 OS-108.01sp ONSITE Design Primer Self-paced 1.15 Step 4 OS-109.01 ONSITE Design Lab ILO 2.00 BR-002.01sp Basic Phone/Client Self-paced 0.50 Step 5 BR-002.01e Basic Phone/Client Exam BR-008.01 Demo Principles ILO 3.00 BR-008.01c Demo Principles Certification SSA-000.01 Solution Architect Final Exam Exam ShoreTel. Brilliantly simple business communications. Page 8
University CERTIFIED CLOUD IMPLEMENTATION SHORETEL CLOUD IMPLEMENTATION ACADEMY (SCIA) Self-paced hours: 6 Instructor-led online/classroom hours: 0 Total hours: 6 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 CS-100.01sp CLOUD Services Self-paced 0.75 CS-400.01sp CLOUD Implementation Level 1 Self-paced 1.00 OT-110.01sp Escalate to TAC Self-paced 0.50 OT-202.01sp Network Assessment Self-paced 0.50 OT-209.01sp Network Preparations Self-paced 0.50 CS-401.01sp CLOUD Implementation Level 2 Self-paced 0.50 BR-014.01sp Connect Portal End User Self-paced 0.75 BR-015.01sp Connect Admin Self-paced 0.50 BR-016.01sp Step 3 SCIA-000.01 Connect Portal Call Flow Admin CLOUD Implementation Final Exam Self-paced 0.50 Exam Page 9 ShoreTel. Brilliantly simple business communications.
University CERTIFIED ENTERPRISE SA CONTACT CENTER PORTFOLIO SHORETEL ENTERPRISE SOLUTIONS ARCHITECT (SESA) CLOUD, ONSITE & HYBRID CONTACT CENTER SOLUTIONS Self-paced hours: 5.65 Instructor-led online/classroom hours: 1 Total hours: 6.65 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 OS-300.01sp CS-300.01sp OS-301.01sp Step 3 Selling Connect Contact Center ONSITE Selling Connect Contact Center CLOUD Connect Contact Center Design Self-paced 0.75 Self-paced 0.75 Self-paced 0.50 OT-302.01sp Connect Contact Center Admin Self-paced 1.00 OT-303.01sp OT-304.01sp OT-306.01sp Connect Contact Center Reports Connect Contact Center Scripting Overview Connect Contact Center Supervisor Self-paced 0.50 Self-paced 0.75 Self-paced 0.75 OT-307.01sp Connect Contact Center Agent Self-paced 0.15 Step 4 OS-305.01 Connect Contact Center Demo ILO 1.00 OS-305.01c Connect Contact Center Demo Certification SESA-000.01 Enterprise Solutions Architect Final Exam Exam ShoreTel. Brilliantly simple business communications. Page 10
University CERTIFIED ENTERPRISE SA CONTACT CENTER ONSITE SHORETEL ENTERPRISE SOLUTIONS ARCHITECT (SESA) ONSITE CONTACT CENTER PARTNERS & SERVICE PROVIDERS Self-paced hours: 4.90 Instructor-led online/classroom hours: 1 Total hours: 5.90 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 OS-300.01sp OS-301.01sp Step 3 Selling Connect Contact Center ONSITE Connect Contact Center Design Self-paced 0.75 Self-paced 0.50 OT-302.01sp Connect Contact Center Admin Self-paced 1.00 OT-303.01sp OT-304.01sp OT-306.01sp Connect Contact Center Reports Connect Contact Center Scripting Overview Connect Contact Center Supervisor Self-paced 0.50 Self-paced 0.75 Self-paced 0.75 OT-307.01sp Connect Contact Center Agent Self-paced 0.15 Step 4 OS-305.01 Connect Contact Center Demo ILO 1.00 OS-305.01c Connect Contact Center Demo Certification SESA-000.01 Enterprise Solutions Architect Final Exam Exam Page 11 ShoreTel. Brilliantly simple business communications.
CERTIFIED University ENTERPRISE SALES CLOUD APPROVED SHORETEL ENTERPRISE SALES CLOUD APPROVED (SESCA) Self-paced hours: 1.25 Instructor-led online hours: 0 Instructor-led classroom hours: 0 Total hours: 1.25 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 Step 2 CS-300.01sp Selling CLOUD Contact Center Self-paced 0.75 Step 3 SESCA-000.01 Enterprise Final Exam Exam ShoreTel. Brilliantly simple business communications. Page 12
University CERTIFIED ENTERPRISE SALES CLOUD ENABLED SHORETEL ENTERPRISE SALES CLOUD ENABLED (SESCE) CONTACT CENTER SOLUTIONS Self-paced hours: 1.25 Instructor-led online hours: 0 Instructor-led classroom hours: 0 Total hours: 1.25 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 OS-300.01sp Step 3 SESCE-000.01 Selling Connect Contact Center CLOUD Enterprise Sales CLOUD Enabled Final Exam Self-paced 0.75 Exam Page 13 ShoreTel. Brilliantly simple business communications.
University CERTIFIED ENTERPRISE SALES ONSITE SHORETEL ENTERPRISE SALES ONSITE (SESO) CONTACT CENTER SOLUTIONS Self-paced hours: 1.75 Instructor-led online hours: 0 Instructor-led classroom hours: 0 Total hours: 1.75 Number Name Type Est Time to Complete (Hrs.) Step 1 BR-001.01sp Fundamentals U.S.A. Self-paced 0.50 OR BR-102.01sp Fundamentals Outside U.S.A. Self-paced Step 2 OS-300.01sp OS-301.01sp Step 3 SESO-000.01 Selling Connect Contact Center ONSITE Connect Contact Center Design Enterprise Sales ONSITE Final Exam Self-paced 0.75 Self-paced 0.50 Exam ShoreTel. Brilliantly simple business communications. Page 14
BR-004.01sp Advanced Applications In this course you will learn about ShoreTel s Advanced Applications including a variety of innovative products that satisfy customer business goals adding value to the proposed ShoreTel solution. Target Audience: all job roles involved in selling and quoting the ShoreTel Connect solutions. OS-107.01sp Advanced Architecture In this Advanced Architecture ONSITE course, you will gain knowledge of different ShoreTel Connect architecture options and how to apply them to different scenarios and requirements, including central, distributed and virtualized environments. Target Audience: all job roles involved in selling, designing, implementation, programming, administration and servicing the ShoreTel Connect ONSITE solutions. BR-201.01sp Advanced Concepts in Mobility In this course, you will acquire the skills and knowledge to distinguish between different customer mobility strategies and how the ShoreTel Connect CLOUD and ONSITE mobility solution can deliver on these strategies. The course covers how the mobility solution connects to both deployment models and what value it can deliver to customers. Target Audience: all job roles involved in selling and quoting the ShoreTel Connect mobility solutions. BR-002.01sp Basic Phone/Client In this training module you develop familiarity with basic call management of ShoreTel IP phones and the ShoreTel Connect client for Microsoft Windows and Mac OS X. This module focuses on features that are available to all ShoreTel users, regardless of the permissions assigned to them by administrators and without requiring any optional ShoreTel components. This module shows you how to identify the customer need for advanced phone and ShoreTel Connect client features that depend on optional hardware and configuration settings. Target Audience: all job roles involved in selling, marketing, implementation and servicing the ShoreTel Connect solutions. Page 15 ShoreTel. Brilliantly simple business communications.
CS-103.01sp CLOUD Design & CPQ In this course you gain knowledge of the architecture for the ShoreTel UCaaS offering, ShoreTel Connect CLOUD. The course will cover the security of the ShoreTel data center, the benefits of the multi-tenant switch, the importance of our upstream carrier relationships and the flexible deployment options for connectivity. Additionally, the course covers how to properly design the solution and use the quoting tool. Target Audience: all job roles involved in selling and quoting the ShoreTel Connect CLOUD solution. CS-109.01 CLOUD Intensive In this Instructor led classroom based course, take a deeper dive into the ShoreTel Connect CLOUD offering from a Partner sales perspective. The opportunity to transform your business with MRR and the growth opportunity of UCaaS will be emphasized. You will learn how to qualify, position and win deals with ShoreTel Connect CLOUD. Note: Instructor Led Classroom course - travel required. Target Audience: all job roles involved in selling and implementing the ShoreTel Connect CLOUD solution. CS-100.01sp CLOUD Services In this course you will review features and bundled user profiles for our UCaaS offering, ShoreTel Connect CLOUD and how each profile should be positioned. There will be a summary of the ShoreTel Connect CLOUD applications and supported phone models with corresponding features. Target Audience: all job roles involved in selling the ShoreTel Connect CLOUD solution. BR-015.01sp Connect Admin In this course, you will learn how to log in and access the functionality within the Connect Portal specific to the management of the phone system. You will learn how to add a new phone user, access administrative reports and perform other Moves, Adds, Change and Deletion (MACD) tasks as a Decision Maker or Phone Manager Authorized Contact. Through a series of lectures and demonstration, you are introduced to the functions and features needed to fully administer your system as well as make changes on behalf of your users. It is highly recommended that all Administrators attend or view the End User course prior to taking this Admin course. Target Audience: Administrators of the ShoreTel Connect CLOUD phone system. ShoreTel. Brilliantly simple business communications. Page 16
OS-102.01sp Connectivity In this class, you will acquire the skills and knowledge required to sell ShoreTel Connect solutions into a variety of customer network environments. The course introduces different connectivity options such as WiFi, DECT and SIP and how to connect HYBRID Customers to the cloud. Target Audience: all job roles involved in selling and designing ShoreTel Connect solutions. BR-016.01sp Connect Portal Call Flow Admin In this course, you will learn, individual components of the Connect Portal Visual Call Flow Editor, as well as how to use the Editor to provision a complete call flow for the phone system. You will also learn the purpose of individual call flow components such as Extension Lists, Hunt Groups and On-Hours Schedules, as well as how to program them and how they can effectively interact with each other. You are introduced to all the functions and features of the Connect Portal Visual Call Flow Editor needed to create the incoming call flow for ShoreTel Connect CLOUD deployments. It is highly recommended that all Administrators attend or view the Administrator Training course prior to taking this call flow course. Target Audience: Connect CLOUD Users with Phone Manager or Decision Maker roles in ShoreTel Connect Portal. BR-014.01sp Connect Portal End User In this course you will learn, how to use the Connect CLOUD desk phone, ShoreTel Connect Portal and ShoreTel Connect client. You will learn how to log into and perform basic call management with a ShoreTel IP phone. You will learn how to log into the ShoreTel Connect Portal and perform provisioning of your Unified Communications functionality as an End User. Finally, you will learn how to download, install, log into and use the ShoreTel Connect client, if you have access to it. You will be introduced to all of the basic functions and features needed to begin using your ShoreTel Connect CLOUD phone and services; as well as receive a job aid to help further familiarize you with the use of your ShoreTel IP desk phone. Target Audience: End Users and Administrators of the ShoreTel Connect CLOUD phone system. Page 17 ShoreTel. Brilliantly simple business communications.
BR-008.01 Demo Principles This course provides you with the latest tips and techniques in conducting first-rate customer demonstrations leveraging the ShoreTel vmini Demo Kit. You will learn proven sales processes to enhance customer engagements and deliver a focused demonstration of the ShoreTel solution. You will learn different demonstration options and identify the best use case to propel the sales cycle to the next step. Target Audience: all job roles involved in selling ShoreTel Connect solutions. IMPORTANT: To achieve ShoreTel certification in UC demonstration, the student must perform a customer presentation in front of a local ShoreTel sales representative. Upon completion of performing a customer facing demonstration a certificate of completion may be issued. OT-110.01sp Escalate to TAC In this module you will learn to how to escalate issues to the ShoreTel Technical Assistance Center. You will learn the steps required to complete before contacting TAC, identify log collection tools, and employ methods for creating Service Requests and identify Service Request severity levels. Target Audience: all job roles involved in implementation, programming, administration and servicing of the ShoreTel Connect solutions. BR-001.01sp and BR-102.01sp ShoreTel Fundamentals The ShoreTel Fundamentals course delivers a holistic overview of the ShoreTel solution. You will be introduced to ShoreTel the company, our core products, services and deployment options. You will be introduced to solution selling concepts, which will assist you in selling the ShoreTel Unified Communication solution and consistently attain a higher close rate. You are introduced to the unique characteristics that set ShoreTel apart from the competition. You will not only learn about what ShoreTel does, but also how ShoreTel does it. Note: This course is a pre-requisite for all Sales and Technical academies. Target Audience: all job roles involved in selling, marketing, implementation and servicing the ShoreTel Connect solutions. ShoreTel. Brilliantly simple business communications. Page 18
OT-202.01sp Network Assessment In this training module, you learn the benefits, process and requirements involved in performing a network assessment to assist in validating a network s readiness for Voice Over IP (VOIP) communications. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OT-209.01sp Network Preparations In this module, you will learn the necessary prerequisites for the customer s data network to support a ShoreTel Connect deployment. Receive an overview of a key areas involved in preparing a data network for the implementation of the ShoreTel Connect solution. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OS-108.01sp ONSITE Design Primer and OS-109.01 ONSITE Design Lab The course introduces some best practices, along with specific design parameters of the ShoreTel Connect ONSITE Solution. The ONSITE Design course is split into two modules. 108.01 is a prerequisite primer for the OS-109.01 Design Lab module. The OS-108.01 primer should be completed before taking the OS-109.01 Design Lab. Target Audience: all people responsible for developing Systems Designs and a valid Bill of Materials in the ShoreTel Partner Community. OS-100.01sp ONSITE Products In this course, you will learn about ShoreTel Connect ONSITE products. You will be introduced to the components and options that define the ShoreTel Connect ONSITE solution. This course provides a comprehensive introduction to the ShoreTel Voice Switches, Phones and Applications for the ONSITE product set. Additionally, a high-level overview of features such as Collaboration, Mobility, Contact Center, Scribe and Fax will be presented. Target Audience: all job roles involved in selling and designing the ShoreTel Connect ONSITE solution. Page 19 ShoreTel. Brilliantly simple business communications.
CS-300.01sp Selling Connect CLOUD Contact Center In this course, you will learn the features and functions of ShoreTel Connect CLOUD Contact Center which provides advanced solutions for customers; turning their Contact Center into a strategic asset. The course also introduces features for every Contact Center role from agents to supervisors and workforce management personnel. Key terms and the business focused goals of Contact Center management are addressed including enterprise wide multi-interaction contact options with customers through voice, chat, and email. Real-time management and reporting tools are introduced allowing analysis of performance and measurement of results. You will also review competitive information to assess the strengths of the ShoreTel Connect Contact Center solution. Target Audience: all job roles involved in selling and designing the ShoreTel Connect CLOUD Contact Center solution. OS-300.01sp Selling Connect ONSITE Contact Center In this course, you will cover the features and functions of ShoreTel Connect ONSITE Contact Center which provides advanced solutions for customers; turning their Contact Center into a strategic asset. The course also introduces features for every Contact Center role from agents to supervisors and workforce management personnel. Key terms and the business focused goals of Contact Center management are addressed including enterprise wide multi-interaction contact options with customers through voice, chat, and email. Real-time management and reporting tools are introduced allowing analysis of performance and measurement of results. You will also review competitive information to assess the strengths of the ShoreTel Connect Contact Center solution. Target Audience: all job roles involved in selling and designing the ShoreTel Connect ONSITE Contact Center solution. OT-302.01sp ShoreTel Connect Contact Center Admin In this module, learn to configure a Connect Contact Center system using the options in the ShoreTel Connect Contact Center Director software to configure system parameters, add agents and supervisors, configure queuing, overflow, interflow and callbacks, and configure data collection thresholds and parameters. Target Audience: individuals who are responsible for designing and implementing the call routing, reporting and system requirements of the ShoreTel Connect Contact Center. ShoreTel. Brilliantly simple business communications. Page 20
OT-307.01sp Connect Contact Center Agent In this module learn to access and customize the client, login and logout out of the queue, make yourself unavailable and available to manage interactions, handle all of your calls, and use contact center tools to view calls in queue and track multi-interaction activities. Target Audience: Contact Center agents who use the features and functions of the Agent Interaction Center to manage phone operations. OS-305.01 Connect Contact Center Demo In this module you will learn the latest tips and techniques for conducting first rate customer demonstrations leveraging the ShoreTel vmini Demo Kit. The student will learn proven sales processes to enhance customer engagements and deliver a focused demonstration of the ShoreTel Connect Contact Center Solution. The student will learn to use the different demonstration options and identify the best demonstration option to use to propel the sales cycle to the next step. IMPORTANT: To achieve ShoreTel certification in Connect Contact Center demonstration, the student must perform a customer presentation in front of a local ShoreTel sales representative. Upon completion of performing a customer facing demonstration a certificate of completion may be issued. OS-301.01sp Connect Contact Center Design This course will allow you to apply previously learned concepts and information to a practice exercise. This practice exercise is intended to build confidence and proficiency in asking discovery questions to identify key business challenges and processes. You will then match business challenges to ShoreTel Connect Contact Center features that address the customer s business needs. You will apply knowledge of routing options, supervisor tools, reporting capabilities, administration and resourcing tools to improve the contact center s efficiency and processes. Target Audience: all job roles involved in selling and designing the ShoreTel Connect Contact Center solutions. Page 21 ShoreTel. Brilliantly simple business communications.
OT-303.01sp Connect Contact Center Reports In this module learn how to design and configure Connect Contact Center Reports, using Agent Manager and Contact Center Reports applications. A high level overview of the reporting applications and their uses are discussed. Also a detailed review of common reports and interpretation of reporting data is evaluated. This course is a combination of lecture with demonstration and an optional exercise at the end. Target Audience: all job roles involved in administration and servicing the ShoreTel Connect Contact Center solutions. OT-304.01sp Connect Contact Center Scripting Overview This course introduces you to the Graphical Call Control Scripts Administration tool and teaches you how to configure call control scripts. You will learn to recognize how call control scripts contribute to the call flow, employ the scripting process and use the call control actions in creating the scripts. You will also learn ways to record or import prompts, how to use Call Profiles in scripting and how to access external databases to collect information from a caller or retrieve information about the caller. Target Audience: Contact Center professionals who are involved in call control design and call flow actions. OT-306.01sp Connect Contact Center Supervisor In this course, you will learn to customize the supervisor workspace, monitor real-time contact center activities by creating and interpreting reports, and coaching agents through the barge and whisper tools. Target Audience: individuals who are responsible for managing the day-to-day operations of a contact center. OS-105.01sp ShoreTel Support This course provides you with a comprehensive overview of ShoreTel Support services available to partners and customers. Target Audience: all job roles involved in selling and quoting the ShoreTel Connect solutions. ShoreTel. Brilliantly simple business communications. Page 22
CS-400.01sp CLOUD Implementation Level 1 This course instructs you on the Connect CLOUD implementation process. The course reviews the Sales Cycle, where you learn how to ensure a smooth hand-off to the Implementation Team and review each phase of the implementation process for both Jump Start and Expert Start implementations. You will learn the training options and Advanced Applications available for ShoreTel Connect CLOUD. Additionally, you learn how ShoreTel Partners can offer complimentary implementation services to produce additional revenue. Through a series of lectures and knowledge checks, you are introduced to each phase and milestone of the implementation process. You are provided with documentation and job aids that are key to enhancing the sales process. You will not only learn about ShoreTel s responsibilities and activities during the on-boarding of a Connect CLOUD client, but also how you can contribute to the success of this process. Target Audience: all job roles involved in selling and implementing the ShoreTel Connect CLOUD solution. CS-401.01sp CLOUD Implementation Level 2 In this course, you will learn how to prepare provision and deliver ShoreTel Connect CLOUD service. You will review the site survey process, including how to identify potential installation red flags. You will also review switch and firewall programming recommendations. Finally you will learn about installation requirements and process steps. Through a series of lectures you are introduced to each step of the site survey and installation process, as well as recommended LAN programming. You will also be provided with documentation and job aids to assist you in the site survey, programing and installation process. Target Audience: all people involved with implementing a ShoreTel CLOUD solution. ShoreTel. Brilliantly simple business communications. ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple unified communications (UC) products, cloud services and IP phone systems powering today s always-on workforce. Its flexible communications solutions for contact centers and cloud, onsite and hybrid UC environments eliminate complexity, reduce cost and improve productivity. World Headquarters 960 Stewart Drive Sunnyvale, CA 94085 USA shoretel.com +1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel +1 (408) 331-3333 Fax EMEA Inspired Easthampstead Road Bracknell, RG12 1YQ +44 (0) 1344 208800 Tel APAC 8 Temasek Boulevard#41-03 Suntec Tower 3 Singapore 038988 +65 6517 0800 Tel Copyright 2016 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice. Part #800-2187-01