Description: 1/2 day net.Console Training (excl travel)

Document description

• Escaux Code: XCR007
• Document type: Item description

Goal of the training

This training gives an overview of how to use the Escaux UCS operator console solution called net.console in daily communications. It briefly introduces the participants to the world of modern IP-based communications, then switches to the practical usage. After the training, the participants will be able to use the net.console solution for managing their daily workload of calls. They will be able to operate independently, picking up calls, transferring them to other phones, putting calls on hold, parking them and taking them back. They will be familiar with the Escaux UCS net.console setup with its waiting queues and its presence functionalities that allow them to work efficiently and save time to perform frequently used operations.

Target audience

The net.console training for the Escaux Unified Communication Solution (UCS) is targeted at the operators and receptionists who will be using the net.console solution from Escaux. These users have specific needs for a responsive and high performance telephony console because they need to process a large number of calls and must be able to switch between calls and transfer calls to other users with a minimal amount of operations. There are no requirements for the participants of this training.

Number of Attendees

Maximum 4 people can attend the training

Contents of the training

The training for receptionists and operators starts with a short overview of IP telephony, then quickly moves on to the practical usage of the phones and the net.console application.

IP telephony introduction

A short introduction shows the differences between traditional telephony and IP based telephony and the impact this has on the features that the Escaux UCS solution offers.

net.console usage

The main part of the training focuses on how to use the net.console solution for day-to-day tasks like answering and transferring calls. Advanced topics like call parking and operator cooperation are also covered, resulting in an efficient team of reception operators.

• Day-to-day tasks
  • answering calls
  • transferring calls
  • multiple line calls
• Advanced functionality
  • parking calls and take back
  • chained transfers
• Operator cooperation
  • tagging calls with notes
  • other cooperation functionality

Presence

Most telephony systems offer a do-not-disturb functionality which is useful, but quite limited. The Escaux UCS solution extends this with a system of realistic scenarios that correspond to actual use cases. For example, a user can tell the solution that you are in a meeting and it will redirect all calls to your voicemail. Or, she can set your status to "on the road" and all the calls to your desk phone will be forwarded to your cell phone. This section of the training introduces the concept of presence in all its aspects and shows how the receptionist can use it to improve his efficiency

• Informational presence
  • seeing if somebody is on the phone or at his PC
• Intentional status
  • status: meeting, on the road, in the office, ...
  • viewing a colleague's status
  • behind the scenes: profiles and callflows
  • usage cases for receptions and operators

Unified communication

One way to use presence, telephony as well as other forms of communication that the Escaux UCS solution offers, is the net.Desktop client for unified communication. This section of the training gives an overview of this software client and its capabilities.

• Unified directory
  • searching for contacts
  • viewing users' status
• Presence
  • setting status and forwards
• Unified communication
  • other communication features of the net.Desktop client (chat, video, fax, ...)

Related info

Topic:	Name:	Type of doc:
XCR006	1/2 day Basic Administration Training (excl travel)	Item description
XCR007	1/2 day net.Console Training (excl travel)	Item description
XCR008	1/2 day Train the Trainer (excl travel)	Item description
XCR009	1/2 day net.Supervisor Training (excl travel)	Item description
XCR010	2-day Advanced Administrator Training at Escaux 1 pers	Item description
XCR011	2-day Advanced Administrator Training at Escaux 3 pers	Item description
XCR015	1-day Application Integration Training at Escaux 1 pers	Item description
XCR018	1-day Application Integration Training at Escaux 3 pers	Item description

About Escaux UCS

Escaux has developed the Unified Communication Solution as a modular solution based on open standards. Escaux UCS offers companies an easy-to-use platform with high operational efficiency. This guarantees increased efficiency, both for the users as well as for the administrators. Because of the modularity, an Escaux UCS solution is typically cheaper than solutions based on an IP PBX, while retaining configuration-to-measure advantages over a Centrex solution. As a result, Escaux UCS offers very high value for money in a future-proof solution, while offering market beating performance. Its high configurability, even for international multi-site setups, means cost saving opportunities on any level in your company.

About Escaux

Founded in 2004, Escaux has become a worldwide reference in Unified Communications platforms for fixed line, mobile and military satellite operators. The Escaux Unified Communications Solutions are future proof and built on a modular technology with respect for open standards. The extremely powerful and patented Escaux technology enables operators, from within one Service Creation Environment, to address any possible market segment (SOHO, Small & Mid-Size Enterprises, Corporate) with any possible deployment architecture (on-site, hybrid cloud, pure cloud). Headquarters are based in Waver (Brussels), in the centre of Europe.