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CosmoCom End User Training - Course Descriptions

The following End User Training courses are currently available.

End-User Training (at users site - upon request)

Agent Training
Supervisor Training
Tenant Administration Training
CosmoDesigner Training

Technical Training for CosmoCall Universe (CCU)

End-User Training Course Descriptions

Agent Training course
	Title	Agent Training
	Duration	Class duration is 2 hours, and up to 3 separate classes may be delivered in a day. Maximum of 10 students per class.
	Target Audience	Class duration is 2 hours, and up to 3 separate classes may be delivered in a day. Maximum of 10 students per class.
	Prerequisites	Attendees require a basic level of understanding of the following: Windows 2000/XP & Internet Explorer
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Launch a CosmoCall Agent Set Agent Preferences Answer Phone, Email and Chat calls. Transfer calls to another agent or phone Defer an Email Collaboratively Browse with a Chat caller Schedule a Callback Complete and save a CosmoTracker form
	Course Content Agent Operations Login / Logout: First Time Internet Explorer settings: Trusted sites Microsoft .NET Framework Preferences Audio Sliders Go Available / Go Unavailable Answer / transfer / put on hold / hang up Transfer to System Telephone calls Conference Direct Inward Dial Circuit Switched delivery A2A calls Outbound calls Web chats Collaborative Browsing w/ Audio w/ Audio and Video Canned Phrases Emails Mail tab Deferred System Routed Messages Call Aged script E-mail Thread Inbox – direct email Queues Folder Canned Phrases Callbacks From Agent From Wrap-up Call Info Tab Messages Optional Components CosmoTracker Mini Wallboard Integration Tab Agent Exercises
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Supervisor Training
	Title	Supervisor Training
	Duration	Class duration is 2 hours, and up to 3 separate classes may be delivered in a day. Maximum of 10 students per class.
	Target Audience	CosmoCall Supervisors
	Prerequisites	Attendees require understanding of the following: Agent Training is a pre-requisite. Microsoft Windows & Internet Explorer
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Monitor a CosmoCall Agent in Call. Open and transfer Emails from Queue Folders. Search for, Play and Save a CosmoCorder Call recording. Access and Interpret Realtime Reports and Wallboard. Access and Interpret Historical Reports.
	Course Content Supervisor Operations Supervisor Monitoring Camp-on Teams VoIP, Chat & Email Email Queues Folder CosmoCorder Prerequisite Media Player set as default program for .wav extension Searching Save As Real Time Reports Call Center, Queues, Campaigns, Groups, Agents TQoS & Service Levels Realtime Wallboard Agent Name, Group, Status, Time in Status Historical Reports Microsoft Reporting Services and Security ACD, Agent, Dialing, Event Audit Trail, Licensing, & Queue Reports Supervisor Exercises
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Tenant Administration Training
	Title	Tenant Administration Training
	Duration	Class duration is 1 day. Maximum of 10 students per class.
	Target Audience	Tenant Administrators and Managers.
	Prerequisites	Attendees require understanding of the following: Microsoft Windows Server Active Directory networks Microsoft Windows & Internet Explorer Microsoft Reporting Services
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Access and understand the CosmoCall on line documentation. Configure a Tenant to meet the business needs of their call center. Access and Interpret Realtime Reports and Wallboard. Access and Interpret Historical Reports.
	Course Contents CCU System Overview Microsoft Windows Server Active Directory CCU Exchange Server components CosmoCall Universe components On line documentation Configure a Tenant CCU Routing and Prioritization Tenant Determination, Primary and Secondary Queues Scripts for unanswered calls and Real Time Report considerations Skills, Queues, Groups, Teams & Permission Profiles Personnel and licenses DNIS Pool, Applications & Folders Release codes and Wrap-up codes Realtime and Historical Reports Realtime Reports Wallboard MSRS reports and features CosmoCall Historical Reports Administrator Exercises
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Basic CosmoDesigner Training
	Title	CosmoDesigner Training
	Duration	Class duration is 3 days. Maximum of 10 students per class. Any students who have attended CCU Basic Operations and Basic IVR & Call may attend the last 2 days.
	Target Audience	Programmers who need to develop Tenant Call Flow Scripts using CosmoDesigner
	Prerequisites	Attendees require understanding of the following: None
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Add CosmoDesigner Scripts to a tenant and test them Access and Interpret documentation on CosmoDesigner Create and troubleshoot Phone only scripts like IVR Create and troubleshoot all media scripts like CallArrival Create and troubleshoot Email and special scripts Perform advanced troubleshooting of call flow scripts Use Advanced CosmoDesigner Scripts and Blocks Implement Video IVR scripts
	Course Contents CosmoDesigner Overview Applications The CosmoDesigner interface Workspaces & XML Scripts Blocks and their function System Variables Testing XML Scripts Application Rules and Media Types CosmoDesigner Scripts Phone only scripts IVR MusicOnHoldWhileInQueue MusicOnHold All Media Scripts CallArrival InQueueTimeout PickupTimeout CallTermination Email Scripts CallDeferred CallAged CallPreSent Special Scripts CallRejected A2AReject OutgoingCall GoTo accessed Scripts: ex. LeaveVoicemail CosmoDesigner Script Troubleshooting Internet Explorer Caller Message Blocks Logging Control Block Log Block CosmoDesigner Exercises Advanced Call Flow Script Troubleshooting Exercises Script Testing Tools and procedures User Variables and System Variables CosmoDesigner Logs Application Event Logs Test Agent SysLogd logs Advanced CosmoDesigner Scripts and Blocks Exercises Advanced Email Scripts Real Time Statistics Blocks Dynamic Date and Time Routing in Scripts Database Lookups in Scripts Using encryption in scripts Call transfer Blocks Passing a variable to a Script Using Web Services in Scripts Integrating with a VXML application (ex. Voice Recognition) Using VBScript Functions in Scripts Modular Scripts and Media Specific Scripts (Agent) PickupTimeout Scripts Agent to Agent (A2A) call Rejected Scripts Outgoing Call Scripts Interactive Video and Voice Response Setup and use Setting up Interactive Voice and Video Response (IVVR) Converting video files for IVVR use.
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