This section contains the following information:
This course is a special CSR provisioning course being hosted by
Canby Telephone. The 2-day course contains elements from the standard Metaswitch
CSR Provisioning course and the MetaSphere EAS Customer Care course. The agenda for
the course is aggressive and attendees should expect both days to be very full.
There will be two back-to-back sessions run at Canby Telephone's office in
Canby, OR.
This course is intended for the Customer Service Representative
(CSR) and assumes no specific prior knowledge. It will help to have a basic
understanding of subscribers and call services.
Class will begin each day at 8:30 AM and run to approximately 5:00PM.
Check the course schedule to view the dates for this course.
Day 1 covers the following Metaswitch provisioning topics:
- Module M1 - Introduction to Metaswitch and MetaView Explorer
This module introduces the Metaswitch softswitch system and explains how the
system is managed. Participants will be introduced to the MetaView Explorer -
the main provisioning tool on the Metaswitch system.
- M2 - Individual Subscribers
In this module participants will learn how to provision and change Individual Lines
(single lines with 1 phone number), including porting subscribers to and from the
MetaSwitch softswitch. Participants will use Templates and Persistent Profiles and
learn about their advantages.
- M3 - SIP Subscribers
In this module participants will learn the basics of SIP and how to provision SIP
subscribers. The Trainer may omit this module if none of the participants need to
know about SIP Subscribers.
- M4 - Call Services
This module covers the wide range of call features available on the Metaswitch.
Participants will learn how to configure the services and how to use them. This
module contains a lot of hands-on practice.
- M5 - Business Groups
This module covers Business Groups, also known as Centrex or Hosted PBXs. Participants
will configure their own Business Group and test the services, including MADNs, MLHGs and
Call Pickup Groups.
- M6 - Basic troubleshooting
The final module introduces the participants to the simplest diagnostic tools on the
MetaSwitch softswitch. It also covers a basic troubleshooting procedure for common
subscriber problems.
Day 2 covers the following MetaSphere topics:
- Module M1 - Introduction to the MetaSphere Server Suite
The first module introduces participants to the full MetaSphere suite, including MetaSphere
EAS, Incoming Call Manager, SIP Provisioning Solution, N-Series Applications and more.
- M2 - Introduction to EAS Unified Messaging
The Enhanced Applications Server is introduced and the Unified Messaging application is
covered in detail including its overall function and architecture.
- M3 – Unified Messaging Basic Administration
This section dives deeper into the UM setup such as adding / modifying subscriber
mailboxes, using the administration GUI.
- M4 - Business Groups and MetaSphere
This module reviews the operation and programming of basic Business Groups in the
MetaSwitch. This is necessary to understand the interaction between the Business
Groups and Auto Attendant and Music On Hold.
- M5 - Auto Attendant
The Auto Attendant (AA) feature allows business groups to configure a touch tone menu
that callers navigate to reach extensions, recorded messages etc. This module introduces
the AA and teaches how to add this feature to a business group subscriber.
- M6 - Music On Hold
The Music On Hold feature allows a business to choose music and announcements to be
played to waiting callers.
- M7 - Conferencing
The conferencing server allows our customers to deploy an economical conferencing solution
for their customers. This module describes the setup and features of the conferencing server.
- M8 - Privacy Defender
The Privacy Defender feature allows a customer to screen incoming calls and reject them
if desired. This module discusses how to add Privacy Defender as a subscriber
service.