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Voice Communications I - The Telephone System
Description
This is an introductory level class for people with little prior exposure to telephone systems and who need an understanding of the technology's fundamentals as well as the common industry buzzwords.
The class covers the basic elements of an office telephone system and the telephone lines and trunks that support it. The telephone switch section covers digital switching, private branch exchanges or PBXs, PBX operational and management features, office wiring, central office switches, and CO configurations. The network services section covers local loop types and characteristics, line and trunk signaling, carrier services such as carrier identification codes and called number identification, carrier network control using signaling system 7, and trunk engineering principles.
Voice Communications II - Call Center Technologies
Description
This class covers the basic structure, components and operations of the technologies found in a modern call center. It would be useful for people needing an understanding of how call center or contact center technologies function and is an excellent follow-on to Voice Communications I.
The topic of contact centers is presented using two integrated themes: the need to continually increase productivity and service levels while reducing costs and how the modern contact center technologies can be used to support that goal. Basic contact center technologies are presented first including call distribution methods and their components, call queuing methods, support for distributed contact centers, and skills-based routing. This is followed by more complex topics such as integrated voice response units or IVRs and their components, computer telephony integration or CTI and screen pops, VOIP call handling, and issues covering the management of the center such as service level objectives, management reports, and agent/trunk engineering principles.
Prerequisites: Voice Communications I or a general background in telephone systems.
Detailed Outline
Sample Workbook Pages
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