SERacademy - Course Descriptions

Education to optimize the value of our solutions.

The courses listed on this page are all hands-on, instructor led classes that deliver real-world training to help you get the most out of our solutions. If you have specific needs, each of our courses can be customized to address your requirements. If you are looking for a training course that is not listed below, please contact us and we'll update you on its availability.

ENSERCLE Operations and Administration

  • Type: Classroom
  • Length: 4 days
  • Cost US: $2,400
  • Cost UK: £1,600

This course is designed for those personnel responsible for interfacing with the ENSERCLE system. The course presents an orientation to the hardware and software for inbound, outbound and blended campaigns. It provides an introduction to setting up dialing campaigns, processing calls, managing campaigns, and generation of standard reports and statistics. Details for creating databases and tables, controlling access, and managing data flow will also be covered. This course provides extensive hands-on exercises.

Pre-requisites

Students should have moderate data processing experience, general knowledge of contact center operations, and a working knowledge of Microsoft Windows and PC operation.

Configuration Manager

Overview

Configuration Manager Introduction

  • Starting the Configuration Manager

Database and Campaign Prerequisites

  • SQL Server 2005
  • Campaign Prerequisites Overview
  • Setting up Campaign Prerequisites

Campaign Definition

Additional Topics

  • Communication Server Configurations
  • Security
  • Agent (CSR) Skills
  • Least Cost Routing
  • Message Definitions
  • Report Resources
  • System Parameters
  • Shifts
  • Time Zones
  • ACD Scripts
  • Dialing Laws
  • Hold Sources
  • IVR Resources
  • CCS Resources

Manager Console

Overview

Introduction to the Manager Console

  • Communication Servers

Using the Manager Console

  • Building Queues
  • Optimizing a Queue
  • Extensions
  • IVR Calls
  • CCS Calls

Non-Predictive Queues

  • Inbound Queues
  • Transfer Queues
  • Multi-Purpose Queues
  • Manual Queues

Security

Monitoring

  • Video Monitoring
  • Audio Monitoring

Reports and Statistics

  • Callback Reports
  • Inbound Reports
  • Data Processing
  • Tools
  • Operations
  • Conferencing

CSR Applications

  • ENSERCLE Framework
  • ENSERCLE Browser