TRAINING - METASPHERE CUSTOMER CARE

This section contains the following information:

• Course Summary
• Prerequisite Knowledge
• Daily schedule
• Course content

Course Summary

The MetaSphere Customer Care course is a customized course offered to our customers that covers tasks typically performed by Customer Care personnel. Each section of the MetaSphere application suite is reviewed and included as required to provide a complete and custom learning experience. Hands-on exercises are included to build skills and reinforce key concepts.

This course may be from one to two days depending on selected sections and details required.

Prerequisite Knowledge

You do not need to attend the MetaSwitch System Overview course before attending this course. It will help to have a basic understanding of subscribers and call services.

Note: The course depends on each student being able to access the MetaSwitch Portal using an individual username and password. Please be sure you have a username/password to access the portal prior to attending class. You can get the required information from your CSE or account manager.

Daily schedule

The MetaSwitch Provisioning training course is offered as a customer-site training course and therefore the length will depend on the particular requirements of the customer - what material to cover, how much time to spend on practice etc. Please contact your Account Manager if you would like to discuss booking this course.

Course content

The course is split into the following modules.

• M1 Introduction to the MetaSphere Server Suite
  The first module introduces participants to the full MetaSphere suite. This includes:
  • Unified Messaging - Service Delivery Platform (SDP)
  • CommPortal
    • Self-care GUI
    • CommPortal Assistant
    • Incoming Call Manager (ICM)
  • Auto Attendant
  • Conferencing
  • Music On Hold
  • Privacy Defender
  • Provisioning Server
     
• M2 Introduction to SDP Unified Messaging
  The Service Delivery Platform is introduced and the Unified Messaging application is covered in detail including its overall function and architecture.
   
• M3 - MetaSphere SDP - Setup & Basic Administration
  This section dives deeper into the UM setup. This includes:
  • Administration GUI
  • Regular MetaSphere administration
  • Adding / Modifying SDP Users (Mailboxes)
  • Administering Broadcasts
     
• M4 Business Groups and MetaSphere
  This module looks at the operation and programming of Basic Business Groups (also known as Centrex or Hosted PBXs) in the MetaSwitch. Preconfigured business groups will be available for student exercises. This is necessary to understand the interaction between the business groups and Auto Attendant / Music On Hold.
   
• M5 Auto Attendant (AA)
  The Auto Attendant feature allows business groups to configure a touch tone menu that callers navigate to reach extensions, recorded messages etc. In this module participants will learn about
  • How to set up AA for a business group
  • How the business group administrators configure their AA
     
• M6 Music On Hold (MOH)
  The Music On Hold feature allows a business to choose music and announcements to be played to waiting callers. In this module participants will learn about
  • How to set up MOH for a business group
  • How the business group user will configure their MOH
     
• M7 Conferencing
  The Conference server allows our customers to deploy an economical conferencing solution for their customers. This module speaks to the setup and features of the Conference server. It covers
  • Defining the Conference server
  • The role of the Moderator
  • The role of the Participants
  • How to setup and use the feature
  • Recording conferences
     
• M8 Privacy Defender (PD)
  The Privacy Defender feature allows a customer to screen incoming calls and reject them if desired. In this module participants will learn about
  • How to set up PD for a subscriber
  • How a subscriber will use PD
  • How PD works during a call and interactions between PD and other call services