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CosmoCom Technical Training - Course Descriptions

The following scheduled courses are currently available.

Technical Training (in our state-of-the-art Training Center) for CosmoCall Universe (CCU)

Tier 1 Classes: Focus on initial contact center configuration, day-to-day administration and operations, and application-level troubleshooting.

CCU Operations - Tier 1 Support (Includes Certification Exam)

CCU Basic IVR & Call Flows - Tier 1 Support

CCU Advanced IVR & Call Flows - Tier 1 Support (Includes Certification Exam)

CCU CosmoAnalyst - Ad Hoc Reports

CCU Dialer - Outbound Dialing Campaigns

Tier 2 Classes: Focus on ongoing platform maintenance and troubleshooting.

CCU Maintenance & Support –Tier 2 Support (Includes Certification Exam)

Specialist Classes: Focus on specialized topics for personnel who have in-depth focus in a particular area.

CCU Deployment

CCU Customization

CCU Custom Historical Reports

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

Business Partner Training
For CosmoCom business partners, additional Solution Advisor and Solution Architect training programs are also available, targeted at the partner sales and sales support organizations. For more information, see the Business Partner Program Benefits page.

Technical Training Course Descriptions

CCU Operations course
	Title	CCU Operations
	Duration	2 days
	Target Audience	Tier 1 Support, Tenant Administrators and Agent/Supervisor Trainers
	Prerequisites	Attendees require a basic level of understanding of the following: Computer literate: fluent in use of PC and Internet browsing. Know the terms URL, User Acct, Password, etc. Familiar with call center concepts, such as ACD, IVR, etc.
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Instruct Agents in the use of the CosmoDesk (Agent) to service calls Instruct Supervisors in the use of Supervisor Monitoring and Report Interpretation Set up a New Agent’s Machine and IP Phone Configure Call Centers for Routing, Prioritization and Reporting Troubleshoot an Agent Machine’s Configuration issue Troubleshoot a WebAdministrator Configuration issue Gather ALL required information to escalate a service request to Tier 2 Support if necessary
	Course Content Day 1 CosmoCall Universe Overview Domains, Servers, Applications and Tenants Agents Supervisors Tenant Administrator(s) CosmoDesigner Administrators Call Types CCU Acronyms CosmoCall Universe Operations CosmoDesk Applications Agent Operations Supervisor Operations Day 2 CosmoCall Universe Operations Tenant Administrator Operations CosmoDesigner Administrator Operations CosmoCall Universe Tier 1 Support Tasks Training Agents and Supervisors Setting Up New Agent Machines Setting up New Agent IP Phones Troubleshooting Agent Machines for Configuration Issues Troubleshooting Web Administrator for Configuration Issues Gathering ALL required Information to escalate a service request to Tier 2 Support CCU Operations Tier 1 Support Certification Exam (2 hours) Written section: 10 multiple choice questions Practical section: 4 part practical exercise First half of Tier 1 Support Certification. The second half of Tier 1 Support Certification is satisfied by successfully completing the CCU Basic IVR & Call Flows course and the Advanced IVR & Call Flows Certification course and exam
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CCU Basic IVR & Call Flows course
	Title	CCU Basic IVR & Call Flows
	Duration	1 day
	Target Audience	Tier 1 Support, Tenant Administrators and Call Flow Designers
	Prerequisites	Attendees require understanding of the following: CCU Operations course and certification
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Edit and test Call Flow Scripts Create and use Basic Phone, Email and Chat call scripts
	Course Content Day 1 CosmoDesigner Overview Applications, Rules and Default Application CCU Call Flow Diagram Saving and Publishing Scripts Verifying CosmoDesigner Scripts WAV files CosmoDesigner Basics Opening the CosmoDesigner Interface Opening a New Workspace Adding, Moving and Editing Blocks CosmoDesigner Help and System Variables Basic IVR Script Exercises Editing an Optional Parameter Block Creating a New WAV file to play Verifying WAV File Path and Name Branching Blocks Assigning a Queue to a call Assigning Skill(s) to a call Using VBScript functions Accessing Data from a CosmoDesigner Script How to create a System DSN Adding Voicemail Exercise Adding a New Custom Script to a Workspace How to configure Voicemail in CosmoDesigner NOTE: No certification exam is given for this course.
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Advanced IVR & Call Flows course
	Title	Advanced IVR & Call Flows
	Duration	1 day
	Target Audience	Tier 1 Support, Call Flow Designers and Programmers
	PreRequisites	Attendees require understanding of the following: CCU Operations course and certification CCU Basic IVR & Call Flows course
	Objectivess	Upon successful completion of this course, students will have the knowledge to: Perform advanced troubleshooting of call flow scripts Use Advanced CosmoDesigner Scripts and Blocks Implement Video IVVR scripts
	Course Contents Day 1 Testing Production Scripts Using Internet Explorer to verify script URLs Creating a test agent and a test group Using CallerMessage Blocks to show queue and skill(s) Testing Prototype Scripts Creating a second Application and setting the Rules Testing scripts for VoIP. Email, and Chat calls Adding a Logging Control Block to a script Using the Log Block Advanced Use of CosmoDesigner Blocks Conditional Block expression syntax Branching by Media Type Accessing Agent and Queue statistics Playing a number Checking the date and/or time Overriding default routing using the Routing Mode Block Using the WebServices Block MD5 encryption block VMXL transfer block Changing the body of an email Transferring a call to an outside number Advanced Scripts Using InQueueTimeout to send phone calls to voicemail Using MusicOnHold to offer phone calls voicemail Using CallRejected to offer phone calls an operator Adding a Custom Script Rerouting aged emails Recording outgoing calls Using the NEW Answer Script to record calls answered by a particular agent Interactive Video and Voice Response Setup and use Setting up Interactive Voice and Video Response (IVVR) Converting video files for IVVR use. CCU IVR & Call Flows - Tier 1 Support Certification Exam (3 Hours) Written section: 10 multiple choice questions Practical section: 4 part practical exercise This is the second half of Tier 1 Support Certification
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CCU CosmoAnalyst course - Ad-Hoc Reports
	Title	CCU CosmoAnalyst - Ad-Hoc Reports
	Duration	1 day
	Target Audience	Tier 1 Support, Historical Report designers
	Prerequisites	Attendees require understanding of the following: CCU Historical Reports Microsoft SQL Reporting Services and Analysis Service
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Create Ad-Hoc Reports Using Report Builder Share Customer Reports Created in Report Builder Create Custom Reports in Excel
	Course Contents Day 1 CCU CosmoAnalyst Overview Microsoft SQL Analysis Services Tenant Data Warehouse OLAP Cube Using Report Builder to create reports Report Builder Data Source: RegSupervisorOLAPModel or TenantWideSupervisorOLAPModel CosmoComOLAPCube Report Type Table Matrix Chart Entities (Dimensions) Fields (Measures) Time constraints ACD, License and CDR data not included in Cube Using Excel to create reports Data Source: RegSupervisorOLAPModel or TenantWideSupervisorOLAPModel CosmoComOLAPCube Pivot tables Entities (Dimensions) Fields (Measures) Time constraints
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CCU CosmoDialer - Outbound Dialing Campaigns course
	Title	CCU CosmoDialer - Outbound Dialing Campaigns
	Duration	1 day
	Target Audience	Administrative and operations personnel who will be operating CosmoDialer.
	Prerequisites	Attendees require understanding of the following: CCU Operations course and certification
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Configure and run all 4 types of CosmoDialer campaigns. Enable live call detection and FAX detection. Perform a PDS CosmoConnector integration. Tune a Predictive Dialer. Troubleshoot a Predictive Dialer.
	Course Contents Day 1 CosmoDialer Overview Dialer, Campaign Managers, Campaign Templates and System DSNs WebAdministrator: Campaigns, Queues, ANIs, Media Capabilities and Licenses Configuring and Running Campaigns Predictive Preview (Open or Closed) Agentless (Massive IVR Dialing) WebAdministrator: Campaigns, Queues, ANIs, Wrap-up codes, Media Capabilities and Licenses Live call detection Real-time reports Historical reports PDS integration with CosmoConnector Tuning and Troubleshooting Campaigns Database requirements Dialing Plan requirements Error messages and their meanings: SysLogs, MsgLogs, StatLogs Registry Keys Dialing disposition codes Symptoms, their diagnoses and correction
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CCU Maintenance & Support course
	Title	CCU Maintenance & Support
	Duration	4 days
	Target Audience	System Support Engineers / Service Providers.
	Prerequisites	Attendees require understanding of the following: Microsoft Windows Server, Microsoft SQL Server, Microsoft Exchange Server experience or Microsoft certification Firewall SW, Network management software, Network trace software & Remote Network access software CCU Operations course and exam CCU Basic and Advanced IVR & Call Flows and exam
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Create and assign resources for Tenants Perform a CosmoCall system upgrade Install and configure CCU Additional components. Perform CosmoCall Troubleshooting using Windows event logs, CCU Syslogs, DebugView and Wireshark.
	Course Content Day 1 Creating and assigning resources to call centers UPN Suffix explained Tenant Creation Method 1 - Tenant Provisioner Tenant Creation Method 2 - WebAdministrator - Wizard Tenant URLs Creating Databases Creating Historical Report for a New Tenant How to clean up a deleted tenant Deploying resources for IP Phones for a Tenant CCU System Technical Overview – How things work Microsoft Network Requirements VoIP Network Requirements CCU Software and Dependencies Setting up Monitoring and Preventive Maintenance Creating SNMP traps for Network Monitor System Software (IPMonitor8) Creating Microsoft SQL Maintenance Plans Microsoft Exchange maintenance settings Setting up CosmoCall Cyclical Logging Day 2 Expanding CCU Systems Adding Servers to a CosmoCall System CCU System Sizing Tool VoIP Network configuration New Tenant Network requirements Performing CCU System Upgrades Planning CCU System Upgrades Installing CCU Hot Fix Bundles Performing CCU Full Version Upgrades Using the Import Export Tool Day 3 CCU Troubleshooting Tools Historical Database CCU Syslogsd analysis (Agent) DebugView logs Wireshark Traces CCU Troubleshooting Examples Audio Quality Call Routing Email Web Chat Day 4 Submitting Service Requests Gathering Logs and Traces, Identifying Call_ID or Agent_ID Submitting Service Requests CCU Maintenance and Support – Tier 2 Support Certification Exam – For Tier 2 Support System Engineers (5 Hours) Written section: 20 multiple choice questions Practical section: 5 part practical exercise
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CCU Customization
	Title	CCU Customization
	Duration	1 day
	Target Audience	Programming personnel with CosmoCall Operations training and experience and XML, VBScript and JavaScript experience.
	Prerequisites	Attendees require understanding of the following: CCU Operations course and certification CCU Basic IVR & Call Flows course Programming experience in XML, VBScript and/or JavaScript
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Integrate the CosmoDesk or CosmoDesk Classic with 3rd party CRM programs (either Thick or Thin applications). Customize the outbound VoIP call Dialing Plan (per system or per tenant). Customize the Inbound Web Caller window. Re-brand the CosmoDesk, CosmoDesk Classic or Administrator application.
	Course Contents Day 1 Custom CosmoDesk Classic Agents Requirements Creating Canned Phrases files for Desktop Agent use How to add CosmoTracker to the Desktop Agent Using the CosmoConnector SDK example files and documentation Custom CosmoDesk Agents Requirements Requirements Creating Canned Phrases files for Web Agent use Creating Speed Dial files for Web Agent use How to add Mini-Wallboard and CosmoTracker to the Web Agent CRM Integration Labs Google example Siebel example MSCRM demonstration Custom Dialing Plans Requirements Custom Web Caller Windows Requirements Language and Multi-Tenant Support Custom graphics and layout Re-branding Requirements Support for Customization Projects
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CCU Custom Historical Reports course
	Title	CCU Custom Historical Reports
	Duration	1 day
	Target Audience	Programming personnel with CosmoCall Operations training and experience and SQL, RDL and SQL Stored Procedures programming experience.
	Prerequisites	Attendees require understanding of the following: CCU Operations course and certification Programming experience in SQL, RDL and SQL Stored Procedure programming in Visual Studio
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Design a custom stored procedure for a Standard CosmoCall Historical Report. Design RDL (Report Descriptive Language) for custom CosmoCall Historical Reports in Visual Studio
	Course Contents Day 1 Custom Historical Reports Requirements Steps Involved Stored Procedures and Functions Design a stored procedure Design a custom historical report Lab A: Create a Customer Billing report Lab B: Create a Call Center Performance report Lab C: Create a Agent Payroll report Resources to get further information
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CCU Deployment course
	Title	CCU Deployment
	Duration	2 days
	Target Audience	Partners who need to install new CosmoCall Universe solutions and properly configure related platform software and network components.
	Prerequisites	Attendees require understanding of the following: Installation of Microsoft Windows Server Active Directory networks Microsoft Windows Server Load Balancing Installation of Microsoft SQL Server Installation of Microsoft Exchange Server in a cluster Setting up VLANs VoIP Gateway HW & SW
	Objectives:	Upon successful completion of this course, students will have the knowledge to: Plan a CosmoCall Universe system installation. Prepare the Microsoft platform for a CosmoCall system installation. Prepare VoIP gateways for a CosmoCall universe installation. Perform a CosmoCall Universe system installation Perform the CosmoCall Installation Verification Test Procedure Troubleshoot a CosmoCall Universe installation.
	Course Contents Day 1 Design and planning Hosted Call Center Prescriptive Architecture (HCPA) Document Platform Readiness Checklist CosmoCall Installation Verification Procedure Sizing for agent / call volume Server specifications: VCS, other CCU servers VoIP gateways and gatekeepers CCU VLANs: Ext VoIP, Int VoIP, IPC, Public and Private Address space Microsoft platform preparation Microsoft Windows Server, Active Directory, DNS Microsoft SQL Server, Microsoft Exchange Server Load balanced servers IIS servers (Web servers) Day 2 CCU Installation CreateUserUtil.exe CCU Exchange Server Components CCU Database Tools and Scripts and ACD CCU Connection Servers CCU Interaction Servers CCU Cosmoconsole CCU Additional Services CCU Dialer Troubleshooting CCU installations CLOG.log
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