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IP Telephony

Introduction | Floor Walking & End User Training | Public Scheduled Technical Training | Bespoke Technical Training

Introduction to End User Training & Floorwalking

We have been delivering training for Users and System Administrators of IPT implementations for over 3 years, and have been involved in around 60 projects throughout EMEA.

Investing in good quality training will ensure your company’s hard work and investment is positively viewed and has minimal impact to business operations. Learning IT’s customers have seen the benefits our training has to offer and understand the importance of end-user confidence. All our training is flexible and can be customised around exact requirements.

Benefits Include:

Please select from the below for more information on our offerings.

End User Training & Floorwalking
Training for standard end users, switchboard operators, call centre staff, personal assistants, executives, power users, Train-the-trainer

Customised Reference Materials
Branded and customised reference cards for initial days of go-live.

Web Based Support Package
Branded and customised elearning package to act as an aide memoir following training sessions or as part of the induction programme for new starts.

System Administration Training
Flexible system admin training for individuals responsible for adds, moves & changes on Cisco CallManager, Cisco Unity & Cisco IPCC.

Our Trainers
Why are our trainers unique in the marketplace?

End User Training & Floorwalking

We have found the installation of a CallManager can place many demands on the implementation engineers in the initial few days of rollout. Simultaneously, the users can become more demanding. This is an issue which can be resolved through the scheduling of training sessions prior to the ‘go live’ date. After focused training session users have the confidence to operate the system and are less daunted by any difficulties that may occur. The subsequent successful outcome of having the opportunity of hands-on experience makes them feel much more positive about their new system.

We have also found that these sessions can be used to communicate other company specific information, for example in the past we have included Health & Safety briefings, which increases class turnouts and prevents additional training sessions having to be arranged.

Floorwalking allows us to ensure that everyone is confident on go-live date and can filter any faults/queries which arise for the support engineers. We have found that this has been a very effective approach for both the engineers and the end users.

We provide IP telephony training on a variety of levels:

Pre-migration Standard End User Training Session
These training sessions provide the end users with essential knowledge and hands on experience before the phones appear on their desks. Users attending these sessions are often grouped according to the features and functions a certain team or department may use e.g. Personal Assistant, IPMA. We recommend that the number present at each session is kept to a minimum (approximately 12 users) in order to make the best use of our trainers, ensuring constructive communication between end user and trainer.

Pre-migration Specialist Training Sessions
Certain IPT related applications require dedicated training over and above standard training. Applications such as ARC Console, ARC Supervisor, CallManager Attendant Console and IPCC are more complex screen based software used for switchboards, call centres and receptions. It is vital that this training is carried out so that users can accomplish their work from the first morning on the live IPT system.

Train the Trainer / Super User Training
Certain training sessions can be tailored to be more in-depth, providing a level of knowledge that would enable specific users or in-house trainers to train other employees and give informal guidance. This is an ideal way to cope with any post migration training (e.g. new employees) and utilises the skills of existing employees.

Floorwalking
‘Floorwalking’ provides users with on site support in the first few days of system implementation. This is a key part of the rollout as it provides reassurance and additional guidance for users. Floorwalkers would also be available to filter user support issues, solving many problems on the floor rather than flooding the help desk with unnecessary calls. One-to-one training can also be provided on these days to any users who could not attend training sessions or for those who require specific support.

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