TECHNICAL ACADEMY CATALOG

Transcription

1 SHORETEL UNIVERSITY TECHNICAL ACADEMY CATALOG A Guide to ShoreTel Connect Certifications

2 BENEFITS Complete at your own pace Reduce time away from home Reduce time out of the field Single enrollment for each academy Personalized roadmap to certification Overview Tired of spending days away from work for training? Want to understand exactly the courses you need? Want your own personalized training roadmap? Welcome to the Academy! Beginning with ShoreTel Connect, ShoreTel University is introducing a new way to become certified. Experience learning though our innovative ShoreTel Academy modular format. Spend less time away from your job and take training on your time. One enrollment Through one simple enrollment, all your training classes, updates and exams are automatically populated into your own personalized training path. YOU choose when and where to take classes based on YOUR schedule. One subscription The Wizard Is Ready to Help Let the ShoreTel Academy Wizard guide you through your course selection process. Download the Wizard from shoretel.com, answer a few questions, and you ll know which Academy is right for you. shoretel.com/shoretel-university/ academy-certification Need a refresher course? Want to upgrade your capability to the next release of ShoreTel Connect? It s easy! Every Academy comes with a two-year subscription to all training modules. Your subscription offers access to all upgrade training in your path at no additional charge, and you can take classes as many times as you like. Subscription ownership remains with the partner. Moving to a different role? The subscription can be repurposed to another employee for no additional cost. One place to learn ShoreTel University believes in the cloud. It s so convenient to be able to access resources from anywhere. That s why we put the Academy in the cloud to make things easier for you. Stop searching websites and course listings to find the training you need. ShoreTel Academy s modular format model lays out your training plan step by step. Sales and technical training ShoreTel University offers CLOUD Approved, CLOUD Enabled, and ONSITE certifications for sales and telecom professionals. Our carefully designed academies provide the education that you need to sell, design, implement, maintain, and support ShoreTel Unified Communication solutions. How to use this catalog This document is designed interactively; use the top-of-page navigation to explore different academies, and click on the course names in the certification listings to access detailed course descriptions. Our convenient step model of learning allows you to pick and choose when to take your classes so that you can custom-tailor your training to fit your schedule. Each class listing includes helpful abbreviations that include: SP (Self-paced) and ILO/ILC (Instructor-Led Online/Classroom) How to order Just log into Certification Central and enroll. It s the only place you need to go!. ShoreTel. Brilliantly simple business communications. Page 2

3 Table of Contents ShoreTel Connect Technical Academy ShoreTel University offers three UC Technical for ShoreTel Connect ONSITE training, which lead to three different certification paths. These three academies are for new Partners or individuals with no previous ShoreTel UC certifications: ShoreTel UC System Installer Certification (UCSI) ShoreTel UC System Programmer Certification (UCSP) ShoreTel UC Support Engineer Tier 1 Certification (UCSE) Note: Enrollment and successful completion of certification requirements for ShoreTel UC Support Engineer - Tier 1 (UCSE) also gives you certification as UCSI and UCSP. ShoreTel University also offers four UC Technical Continuity for ShoreTel Connect ONSITE training, which lead to four different certification paths. These four academies are for existing Partners or individuals who have previous ShoreTel certifications: ShoreTel UC System Installer Continuity Certification (UCSI) ShoreTel UC System Programmer Continuity Certification (UCSP) ShoreTel UC Support Engineer Tier 1 Continuity Certification (UCSE) ShoreTel UC Advanced Engineer Tier 2 Continuity Certification (UCAE) Note: Enrollment and successful completion of certification requirements for ShoreTel UC Support Engineer - Tier 1 (UCSE) also gives you certification as UCSI and UCSP. Note: Enrollment and successful completion of certification requirements for ShoreTel UC Advanced Engineer - Tier 2 (UCAE) also gives you certification as UCSI, UCSP and UCSE Tier 1. To meet the practice requirements of the Champion Partner Program ShoreTel University also offers three Technical for ShoreTel Connect ONSITE training, which lead to three different certification paths. These three academies are for new Partners or individuals with no previous ShoreTel certifications: ShoreTel System Installer Certification (CCSI) ShoreTel System Programmer Certification (CCSP) ShoreTel Support Engineer Tier 1 Certification (CCSE) Note: Enrollment and successful completion of certification requirements for ShoreTel Support Engineer - Tier 1 (CCSE) also gives you certification as CCSI and CCSP. Page 3 ShoreTel. Brilliantly simple business communications.

4 ShoreTel University also offers one Technical Continuity Academy for ShoreTel Connect Contact Center ONSITE training. This academy is for existing Partners or individuals who have previous ShoreTel certifications: ShoreTel Support Engineer Tier 1 Continuity Certification (CCSE) Note: Enrollment and successful completion of certification requirements for ShoreTel Support Engineer - Tier 1 Continuity (CCSE) also gives you certification as CCSI and CCSP. To meet the practice requirements of the Champion Partner Program ShoreTel University also offers two Technical for ShoreTel Connect ONSITE training, which lead to two different certification paths. These two academies are for new Partners or individuals with no previous ShoreTel certifications: ShoreTel System Installer Certification (SMSI) ShoreTel Support Engineer Tier 1 Continuity Certification (SMSE) Note: Enrollment and successful completion of certification requirements for ShoreTel Support Engineer - Tier 1 (SMSE) also gives you certification as SMSI and SMSP. Following is an overview of the ShoreTel Connect Technical : ShoreTel Connect UC Technical : ShoreTel Connect UC Technical are for New Partners or individuals who have no previous ShoreTel technical certifications. UC System Installer (UCSI) In this academy, you learn to install and configure a ShoreTel Unified Communication Solution. You study different components of the ShoreTel Unified Communications Solution and then install the ShoreTel software and configure the hardware components of a basic ShoreTel UC system. Using ShoreTel Director, you configure system parameters, sites, servers, switches, PSTN trunks, phones, and users. You will learn how to perform system backups and restorations and how to create a test plan to verify that the system is properly installed. UC System Programmer (UCSP) In this academy, you learn to implement the solutions design of a ShoreTel Unified Communications system. You learn the basics of database collection and importing DB User records. Using ShoreTel Director, with a solid understanding of available user features, options and system limitations, you implement the call flow plan according to the customer s requirements. Training includes choosing the best call control feature to provide optimum solutions as well as implementing advanced user features. You also learn how to perform system backups and restorations and how to create a test plan to verify that the system design is functional. Additionally, you will learn to train end users and system administrators once the system is implemented. ShoreTel. Brilliantly simple business communications. Page 4

5 UC Support Engineer Tier 1 (UCSE) You will learn about the customer s network readiness requirements for deploying the ShoreTel system components and solution architecture. You will learn about ShoreTel products and virtualization, 3rd party SIP phones, and configuring TIE Trunks to 3rd party PBXs. You also learn to integrate ShoreTel applications, conferencing and fax solutions. Additionally, you learn to use troubleshooting utilities to isolate system issues and how and what information to collect in order to properly escalate problems to ShoreTel Technical Assistance Center (TAC). Note: Enrollment and successful completion of certification requirements for ShoreTel UC Support Engineer - Tier 1 (UCSE) also gives you certification as UCSI and UCSP. ShoreTel Connect UC Technical Continuity are for Existing Partners and personnel who have previous ShoreTel 14.2 technical certifications. UC System Installer (UCSI) Continuity Pre-requisite: Must have valid 3200e or 3200ue certification. This academy is for those individuals who are current in their 14.2 Implementation Specialist certification and want to apply their skills and knowledge towards a new ShoreTel Connect UC certification. This academy introduces new features and functions of ShoreTel Connect and provides an informational roadmap on what carried over from the 14.2 product portfolio. Target Audience: all job roles involved in the hardware installation and implementation of the ShoreTel Connect ONSITE solutions. UC System Programmer (UCSP) Continuity Pre-requisite: Must have valid 3200e or 3200ue certification. This academy is for those individuals who are current in their 14.2 Implementation Specialist certification and want to apply their skills and knowledge towards a new ShoreTel Connect UC certification. This academy includes all of the learning modules found in the UC System Installer (UCSI) Continuity, plus additional courses on advanced Connect Director and Connect client features, database gathering and importing, implementing solution design, and a Train-the-Trainer module on End User and Admin training. This academy introduces new features and functions of ShoreTel Connect and provides an informational roadmap on what carried over from the 14.2 product portfolio. Target Audience: all job roles involved in the system programming and implementation of the ShoreTel Connect ONSITE solutions. Page 5 ShoreTel. Brilliantly simple business communications.

6 UC Support Engineer Tier 1 (UCSE) Continuity Pre-requisite: Must have valid 3200e or 3200ue AND 3210e certification. This academy is for those individuals who are current in their 14.2 Certified Support Engineer certifications. Learn about the customer s network readiness requirements for deploying the ShoreTel Connect system components and solution architecture. ShoreTel Connect products, virtualization, 3rd party SIP phones, and configuring TIE Trunks to 3rd party PBXs is also covered along with integrating ShoreTel applications, conferencing and fax solutions. Additionally, learn to use troubleshooting tools to isolate system issues; plus how and what information to collect in order to properly escalate problems to ShoreTel Technical Assistance Center (TAC). This academy includes all of the learning modules found in the UC System Installer (UCSI) Continuity and UC System Programmer (UCSP) Continuity, plus additional courses on advanced features, network preparation, SIP trunking, dial plans & vitalization. This academy introduces new features and functions of ShoreTel Connect and provides an informational roadmap on what carried over from the 14.2 product portfolio. Note: Enrollment and successful completion of certification requirements for ShoreTel UC Support Engineer - Tier 1 (UCSE) also gives you certification as UCSI and UCSP. Target Audience: all job roles involved in the implementation and support of the ShoreTel Connect ONSITE solutions. UC Support Advanced Engineer Tier 2 (UCAE) Continuity Pre-requisite: Must have valid 3200e or 3200ue AND 3210e AND 3220e certification. This academy is for those individuals who are current in their 14.2 Certified Support Master certifications. This academy includes all of the learning modules found in the UC Support Engineer Tier 1 (UCSE) Continuity, plus additional courses on advance trouble shooting skills and Active Directory integration. This academy introduces new features and functions of ShoreTel Connect and provides an informational roadmap on what carried over from the 14.2 product portfolio. Note: Enrollment and successful completion of certification requirements for ShoreTel UC Advanced Engineer - Tier 2 (UCAE) also gives you certification as UCSI, UCSP and UCSE Tier 1. Target Audience: all job roles involved in the implementation and support of the ShoreTel Connect ONSITE solutions. ShoreTel. Brilliantly simple business communications. Page 6

7 ShoreTel Connect Technical : ShoreTel Connect Technical are for New Partners or existing personnel who have no previous ShoreTel certifications. System Installer (CCSI) Pre-requisite: UCSI Certification In this academy, learn to install and complete initial configuration of a ShoreTel Connect ONSITE solution. Learn to install and configure Connect applications on a Distributed Voice Server, establish inbound and outbound routing from/to the ShoreTel Connect UC system through route points and validate the basic operations and licensing of the Connect application. Through a combination of lectures, labs and self-paced activities learn to perform the necessary tasks for a successful ShoreTel Connect ONSITE implementation. Target Audience: all job roles involved in the implementation and support of the ShoreTel Connect ONSITE solutions. System Programmer (CCSP) Pre-requisite: UCSP Certification In this academy learn to implement the solutions design of a ShoreTel Connect ONSITE solution. Through a combination of lectures, labs and task exercises the ShoreTel Connect UC system architecture is reviewed along with how different components of the ShoreTel Connect Solution are seamlessly integrated. Learn what to include when designing a Connect solution and how to diagram the call flow interactions based on the customer s needs. Starting with a previously installed and minimally configured implementation, you develop a solid understanding of available system features and options for both inbound and outbound call center environments. You learn to configure and support , chat, and dial lists to meet customer requirements. Target Audience: all job roles involved in the design, implementation and support of the ShoreTel Connect ONSITE solutions. Page 7 ShoreTel. Brilliantly simple business communications.

8 Support Engineer Tier 1 (CCSE) Pre-requisite: UCSI and UCSP Certification In this academy learn to maintain and support the ShoreTel Connect system components; to troubleshoot and handle issues, protecting the integrity of the Connect workflow and historical data. Through a combination of lectures and labs; build on your Connect installation and programming knowledge to resolve common system issues, interpret diagnostics, configure failover scenarios and set up redundant systems. You will learn how to perform system backups and restorations as well develop a deeper knowledge of the system reporting capabilities. Note: Enrollment and successful completion of certification requirements for ShoreTel Connect Contact Center Support Engineer - Tier 1 (CCSE) also gives you certification as CCSI and CCSP. Target Audience: all job roles involved in the implementation and support of the ShoreTel Connect ONSITE solutions. ShoreTel Connect Continuity Technical for Existing Partners and personnel who have previous ShoreTel 14.2 and ECC 9 certifications. Support Engineer (CCSE) Continuity Pre-requisite: Must have valid 3400e or 3400ue Certification This academy is for students who have previous ShoreTel 14.2 and ECC 9 certifications. This academy introduces new features and functions of ShoreTel Connect and provides an informational roadmap on what carried over from the 14.2 and ECC 9 product portfolios. Note: Enrollment and successful completion of certification requirements for ShoreTel Support Engineer - Tier 1 (CCSE) also gives you certification as CCSI and CCSP. Target Audience: all job roles involved in the implementation and support of the ShoreTel Connect ONSITE solutions. ShoreTel Connect Technical : ShoreTel Connect Technical are for New Partners or existing personnel who have no previous ShoreTel certifications. System Installer (SMSI) Pre-requisite: UCSI Certification In this academy learn to install and configure the ShoreTel Connect solution for ONSITE deployments. Through a combination of lectures and lab activities, you learn to perform the necessary tasks for a successful ShoreTel Connect ONSITE implementation. Target Audience: all job roles involved in the implementation, installation and support of the ShoreTel Connect ONSITE solution. ShoreTel. Brilliantly simple business communications. Page 8

9 Support Engineer Tier 1 (SMSE) Pre-requisite: UCSI Certification In this academy, you learn to troubleshoot and support the ShoreTel Connect solution for ONSITE deployments. Learn to use troubleshooting tools to isolate system issues; plus how and what information to collect in order to properly escalate problems to ShoreTel Technical Assistance Center (TAC). Through a combination of lectures and lab activities, you learn to perform the necessary tasks to successfully support a ShoreTel Connect ONSITE implementation. Target Audience: all job roles involved in the implementation and support of the ShoreTel Connect ONSITE solution. ShoreTel Connect Technical Continuity for Existing Partners and personnel who have previous ShoreTel 14.2 and 8 certifications. Support Engineer (SMSE) Continuity Pre-requisite: Must have valid 3500e or 3500ue or 3510e Certification This academy is for individuals who are currently certified in 8. Learn to use troubleshooting tools to isolate system issues; plus how and what information to collect in order to properly escalate problems to ShoreTel Technical Assistance Center (TAC). This academy introduces the new features and functions of ShoreTel Connect solution for ONSITE deployments and provides an informational roadmap on what carried over from the 14.2 and 8 product portfolios. Target Audience: all job roles involved in the implementation and support of the ShoreTel Connect ONSITE solution. Page 9 ShoreTel. Brilliantly simple business communications.

10 CERTIFIED University UC SYSTEM INSTALLER UC SYSTEM INSTALLER (UCSI) Self-paced hours: 4.25 Instructor-led online/classroom hours: 16 Total hours: Number Name Type Est Time to Complete (Hrs.) Step 1 BR sp ShoreTel Fundamentals U.S.A. Self-paced 0.50 OR BR sp Fundamentals Outside U.S.A. Self-paced Step 2 BR sp Basic Phone/Client Self-paced 0.50 OT sp Step 3 Connect Director Administration 1 Self-paced 0.75 BR e Basic Phone/Client exam OT e OT Step 4 OT e Connect Director Administration 1 Implementing the Hardware Design Implementing the Hardware Design ILO OT sp Phone Customization Self-paced 0.50 OT sp Backup and Restore Self-paced 0.75 OT sp Create Test Plan Self-paced 0.50 OT sp Escalate to TAC Self-paced 0.75 Step 5 UCSI UC System Installer Final Continue to next page for a list of courses included in the UC System Installer (UCSI) Continuity Academy ShoreTel. Brilliantly simple business communications. Page 10

11 University CERTIFIED UC SYSTEM INSTALLER UC SYSTEM INSTALLER (UCSI) CONTINUITY Self-paced hours: 3.75 Instructor-led online/classroom hours: 0 Total hours: 3.75 Number Name Type Est Time to Complete (Hrs.) Step 1 Must have valid 3200e or 3200ue certification UC System Installer eligibility verification Step 2 BR sp ShoreTel Fundamentals. Self-paced 0.50 Step 3 BR sp Connect Update Self-paced 1.50 Step 4 BR sp Basic Phone/Client Self-paced 0.50 OT sp Create Test Plan Self-paced 0.50 OT sp Escalate to TAC Self-paced 0.75 Step 5 UCSI ce UC System Installer Continuity Final Page 11 ShoreTel. Brilliantly simple business communications.

12 UC SYSTEM PROGRAMMER (UCSP) Self-paced hours: 9 Instructor-led online/classroom hours: 16 Total hours: 25 Number Name Type Est Time to Complete (Hrs.) Step 1 BR sp ShoreTel Fundamentals U.S.A. Self-paced 0.50 OR BR sp Fundamentals Outside U.S.A. Self-paced Step 2 BR sp Basic Phone/Client Self-paced 0.50 OT sp Step 3 Connect Director Administration 1 Self-paced 0.75 BR e Basic Phone/Client exam OT e Connect Director Administration 1 OT sp Advanced Client/Role Client Self-paced 0.50 OT sp Step 4 OT e OT e Connect Director Administration 2 Advanced Client/Role Client exam Connect Director Administration 2 exam Self-paced 0.75 OT sp System Limitations Self-paced 1.00 OT sp Phone Customization Self-paced 0.50 OT sp Db Gathering Self-paced 0.75 OT sp Db import Self-paced 0.75 Continued on next page. ShoreTel. Brilliantly simple business communications. Page 12

13 Number Name Type Est. Time to Complete (Hrs.) Step 5 OT Implementing Solution Design ILO OT sp Backup and Restore Self-paced 0.75 OT sp Create Test Plan Self-paced 0.50 OT sp End User and Administrative TTT Self-paced 1.00 OT sp Escalate to TAC Self-paced 0.75 Step 6 UCSP UC System Programmer Final Continue to next page for a list of courses included in the UC System Programmer (UCSP) Continuity Academy Page 13 ShoreTel. Brilliantly simple business communications.

14 University CERTIFIED UC SYSTEM PROGRAMMER UC SYSTEM PROGRAMMER (UCSP) CONTINUITY Self-paced hours: 6 Instructor-led online/classroom hours: 0 Total hours: 6 Number Name Type Est Time to Complete (Hrs.) Step 1 Must have valid 3200e or 3200ue certification UC System Programmer Continuity eligibility verification Step 2 BR sp ShoreTel Fundamentals. Self-paced 0.50 Step 3 BR sp Connect Update Self-paced 1.50 Step 4 BR sp Basic Phone/Client Self-paced 0.50 OT sp Advanced Client/Role Client Self-paced 0.50 OT sp Db Gathering Self-paced 0.75 OT sp Create Test Plan Self-paced 0.50 OT sp End User and Administrative TTT Self-paced 1.00 OT sp Escalate to TAC Self-paced 0.75 Step 5 UCSP ce UC System Programmer Continuity Final ShoreTel. Brilliantly simple business communications. Page 14

15 University CERTIFIED UC SUPPORT ENGINEER TIER 1 UC SUPPORT ENGINEER TIER 1 (UCSE) Self-paced hours: Instructor-led online/classroom hours: 64 Total hours: Number Name Type Est Time to Complete (Hrs.) Step 1 BR sp ShoreTel Fundamentals U.S.A. Self-paced 0.50 OR BR sp Fundamentals Outside U.S.A. Self-paced Step 2 BR sp Basic Phone/Client Self-paced 0.50 OT sp Step 3 Connect Director Administration 1 Self-paced 0.75 BR e Basic Phone/Client exam OT e OT Step 4 OT e Connect Director Administration 1 Implementing the Hardware Design Implementing the Hardware Design exam ILO OT sp Advanced Client/Role Client Self-paced 0.50 OT sp Connect Director Administration 2 Self-paced 0.75 OT sp System Limitations Self-paced 1.00 OT sp Phone Customization Self-paced 0.50 OT sp Db Gathering Self-paced 0.75 OT sp Db import Self-paced 0.75 Continued on next page. Page 15 ShoreTel. Brilliantly simple business communications.

16 Number Name Type Est Time to Complete (Hrs.) Step 5 OT e OT e OT Step 6 Advanced Client/Role Client exam Connect Director Administration 2 exam UCSP Midterm Implementing Solution Design - Instructor Led UCSE Midterm 1 ILO OT sp Back up and Restore Self-paced 0.75 OT sp Create Test Plan Self-paced 0.50 OT sp End User and Administrative TTT Self-paced 1.00 OT sp Escalate to TAC Self-paced 0.75 OT Step 7 Configuring Tie Trunks/3rd Party PBX UCSE Midterm 2 ILO 4.00 OT sp Network Preparations Self-paced 1.00 OT sp Network Assessment Self-paced 1.00 OS sp Advanced Architecture Self-paced 1.50 OT sp Servers Self-paced 1.00 OT sp Virtualization Self-paced 2.00 OT sp T1 Troubleshooting Utilities Self-paced 1.00 OT sp Fax Solutions Self-paced 0.75 OT sp SIP Phones Self-paced 0.50 OT sp Conferencing Self-paced 1.00 OT sp SIP Trunks and Ingate Self-paced 1.50 OT sp Continued on next page. ShoreTel Applications Integrations Self-paced 1.50 ShoreTel. Brilliantly simple business communications. Page 16

17 Number Name Type Est Time to Complete (Hrs.) Step 8 UCSE Midterm 3 OT sp Advanced Dial Plan Self-paced 2.00 OT Tier 1 Support ILO Step 9 UCSE UC Support Engineer-Tier 1 Final Continue to next page for a list of courses included in the UCSE Tier 1 Continuity Academy Page 17 ShoreTel. Brilliantly simple business communications.

18 University CERTIFIED UC SUPPORT ENGINEER TIER 1 UC SUPPORT ENGINEER TIER 1 (UCSE) CONTINUITY Self-paced hours: 12 Instructor-led online/classroom hours: 0 Total hours: 12 Number Name Type Est Time to Complete (Hrs.) Step 1 Must have valid 3200e or 3200ue AND 3210e certification UC Support Engineer Tier 1 Continuity eligibility verification Step 2 BR sp ShoreTel Fundamentals Self-paced 0.50 Step 3 BR sp Connect Update Self-paced 1.50 Step 4 BR sp Basic Phone/Client Self-paced 0.50 OT sp Advanced Client/Role Client Self-paced 0.50 OT sp Create Test Plan Self-paced 0.50 OT sp Escalate to TAC Self-paced 0.75 OT sp Network Assessment Self-paced 1.00 OT sp Db Gathering Self-paced 0.50 OT sp Virtualization Self-paced 2.00 OT sp Fax Solutions Self-paced 0.75 OT sp SIP Trunks and Ingate Self-paced 1.50 OT sp Advanced Dial Plan Self-paced 2.00 Step 5 UCSE ce Support Engineer Tier 1 Continuity Final ShoreTel. Brilliantly simple business communications. Page 18

19 University CERTIFIED UC ADVANCED ENGINEER TIER 2 UC ADVANCED ENGINEER TIER 2 (UCAE) Self-paced hours: Instructor-led online/classroom hours: 66 Total hours: Available 2nd Half 2016 Number Name Type Est Time to Complete (Hrs.) Step 1 BR sp ShoreTel Fundamentals Self-paced 0.50 Step 2 BR sp Basic Phone/Client Self-paced 0.50 OT sp Step 3 Connect Director Administration 1 Self-paced 0.75 BR e Basic Phone/Client exam OT e OT Step 4 OT e Connect Director Administration 1 Implementing the Hardware Design Implementing the Hardware Design exam ILO OT sp Advanced Client/Role Client Self-paced 0.50 OT sp Connect Director Administration 2 Self-paced 0.75 OT sp System Limitations Self-paced 1.00 OT sp Phone Customization Self-paced 0.50 OT sp Db Gathering Self-paced 0.75 OT sp Db import Self-paced 0.75 Continued on next page. Page 19 ShoreTel. Brilliantly simple business communications.

20 Number Name Type Est Time to Complete (Hrs.) Step 5 OT e OT-102e Advanced Client/Role Client Connect Director Administration 2 UCSP Midterm OT Implementing Solution Design ILO Step 6 UCAE Midterm 1 OT sp Backup and Restore Self-paced 0.75 OT sp Create Test Plan Self-paced 0.50 OT sp End User and Administrative TTT Self-paced 1.00 OT sp Escalate to TAC Self-paced 0.75 OT Step 7 Configuring Tie Trunks/3rd Party PBX UCSE Midterm 2 ILO 4.00 OT sp Network Preparations Self-paced 1.00 OT sp Network Assessment Self-paced 1.00 OS sp Advanced Architecture Self-paced 1.50 OT sp Servers Self-paced 1.00 OT sp Virtualization Self-paced 2.00 OT sp T1 Troubleshooting Utilities Self-paced 1.00 OT sp Fax Solutions Self-paced 0.75 OT sp SIP Phones Self-paced 0.50 OT sp Conferencing Self-paced 1.00 OT sp SIP Trunks and Ingate Self-paced 1.50 OT sp Continued on next page. ShoreTel Applications Integrations Self-paced 1.50 ShoreTel. Brilliantly simple business communications. Page 20

21 Number Name Type Est Time to Complete (Hrs.) Step 8 UCSE Midterm 3 OT sp Advanced Dial Plan Self-paced 2.00 OT Tier 1 Support ILO UCSE UC Support Engineer-Tier 1 Final Step 9 OT sp AD Integration Self-paced 0.50 OT Tier 2 Support ILO Step 10 UCAE UC Advanced Engineer-Tier 2 Final Continue to next page for a list of courses included in the UC Advanced Engineer (UCAE) Continuity Academy Page 21 ShoreTel. Brilliantly simple business communications.

22 University CERTIFIED UC SUPPORT ADVANCED ENGINEER TIER 2 UC SUPPORT ADVANCED ENGINEER TIER 2 (UCAE) CONTINUITY Self-paced hours: 12.5 Instructor-led online/classroom hours: 0 Total hours: 12.5 Number Name Type Est Time to Complete (Hrs.) Step 1 Must have valid 3200e or 3200ue AND 3210e AND 3220e certification UC Advanced Engineer Tier 2 Continuity eligibility verification Step 2 BR sp ShoreTel Fundamentals Self-paced 0.50 Step 3 BR sp Connect Update Self-paced 1.50 Step 4 BR sp Basic Phone/Client Self-paced 0.50 OT sp Advanced Client/Role Client Self-paced 0.50 OT sp Create Test Plan Self-paced 0.50 OT sp Escalate to TAC Self-paced 0.75 OT sp Network Assessment Self-paced 1.00 OT sp Db Gathering Self-paced 0.50 OT sp Virtualization Self-paced 2.00 OT sp Fax Solutions Self-paced 0.75 OT sp SIP Trunks and Ingate Self-paced 1.50 OT sp Advanced Dial Plan Self-paced 2.00 OT sp AD Integration Self-paced 0.50 Step 5 UCSE ce Support Advanced Engineer Tier 2 Continuity Final ShoreTel. Brilliantly simple business communications. Page 22

23 University CERTIFIED CONTACT CENTER SYSTEM INSTALLER CONTACT CENTER SYSTEM INSTALLER (CCSI) Self-paced hours: 0.75 Instructor-led online/classroom hours: 10 Total hours: Number Name Type Est Time to Complete (Hrs.) Step 1 UCSI Certification required UCSI eligibility verification Step 2 OT sp Step 3 OT e ShoreTel Connect Director Administration 2 ShoreTel Connect Director Administration 2 exam Self-paced 0.75 OT Installing the ILO Step 4 CCSI ShoreTel System Installer Final Page 23 ShoreTel. Brilliantly simple business communications.

24 University CERTIFIED CONTACT CENTER SYSTEM PROGRAMMER CONTACT CENTER SYSTEM PROGRAMMER (CCSP) Self-paced hours: 0.75 Instructor-led online/classroom hours: 61 Total hours: Number Name Type Est Time to Complete (Hrs.) Step 1 UCSP Certification required UC System Programmer Continuity eligibility verification Step 2 OT sp Step 3 OT e OT Step 4 OT-309e OT ShoreTel Connect Director Admin 2 ShoreTel Connect Director Admin 2 Programming the Contact Center Programming the Contact Center ShoreTel Connect Contact Center Multi-Media Module Self-paced 0.75 ILO ILO OT ShoreTel Connect CC Scripting ILO OT Step 5 CCSP ShoreTel Connect Contact Center CCIR and T/S System Programmer Final ILO 1.00 ShoreTel. Brilliantly simple business communications. Page 24

25 University CERTIFIED CONTACT CENTER SUPPORT ENGINEER TIER 1 CONTACT CENTER SUPPORT ENGINEER-TIER 1 (CCSE) Self-paced hours: 0.75 Instructor-led online/classroom hours: 92 Total hours: Number Name Type Est Time to Complete (Hrs.) Step 1 CCSE-Tier 1 required UC System Installer eligibility verification Step 2 OT sp Step 3 OT e ShoreTel Connect Director Administration 2 ShoreTel Connect Director Administration 2 Self-paced 0.75 OT Installing the ILO Step 4 CCSI OT Step 5 OT-309e OT CC System Installer Final Programming the Contact Center Programming the Contact Center ShoreTel Connect Contact Center Multi-Media ILO ILO OT ShoreTel Connect CC Scripting ILO OT CCIR and T/S ILO 1.00 OT CCIV ILO 1.00 Continued on next page. Page 25 ShoreTel. Brilliantly simple business communications.

26 Number Name Type Est Time to Complete (Hrs.) Step 6 OT e CCIV exam CCSP OT Step 7 OT e OT Step 8 CCSE ShoreTel Connect Contact Center System Programmer FInal ShoreTel Connect Contact Center Reporting ShoreTel Connect Contact Center Reporting exam ShoreTel Connect Contact Center Troubleshooting ShoreTel Connect Contact Center Support Engineer-Tier 1 Final ILO 8.00 ILO Continue to next page for a list of courses included in the Support Engineer - Tier 1 (CCSE) Continuity Academy ShoreTel. Brilliantly simple business communications. Page 26

27 University CERTIFIED CONTACT CENTER SUPPORT ENGINEER TIER 1 CONTACT CENTER SUPPORT ENGINEER TIER 1 (CCSE) CONTINUITY Self-paced hours: 2.5 Instructor-led online/classroom hours: 0 Total hours: 2.5 Number Name Type Est Time to Complete (Hrs.) Step 1 Must have valid 3400ue for this academy Support Engineer Tier 1 Continuity eligibility verification Step s Self-Study Release 9 Self-study Step 3 BR sp ShoreTel Fundamentals Self-paced 0.50 Step e 3410e BR sp Step 5 CCSE ce ShoreTel Connect Contact Center Update Module ShoreTel Support Engineer - Tier 1 Continuity Final Self-paced 2.00 Page 27 ShoreTel. Brilliantly simple business communications.

28 University CERTIFIED MOBILITY SYSTEM INSTALLER SHORETEL MOBILITY SYSTEM INSTALLER (SMSI) Self-paced hours: 1 Instructor-led online/classroom hours: 24 Total hours: 25 Number Name Type Est Time to Complete (Hrs.) Step 1 Must have UCSI certification for this academy Step Solution (Release 8) ILO Step e BR sp Step 4 SMSI Implementing the ShoreTel Solution ShoreTel Connect Update Module System Installer Final Self-paced 1.00 ShoreTel. Brilliantly simple business communications. Page 28

29 University CERTIFIED MOBILITY SUPPORT ENGINEER TIER 1 SHORETEL MOBILITY SUPPORT ENGINEER TIER 1 (SMSE) Self-paced hours: 1 Instructor-led online/classroom hours: 40 Total hours: 41 Number Name Type Est Time to Complete (Hrs.) Step 1 Must have UCSI certification for this academy Step Implementing the ShoreTel Solution (Release 8) ILO Step e Implementing the ShoreTel Solution (Release 8) 3510 Maintaining and Supporting the ShoreTel Solution Step 4 ILO e BR sp Step 5 SMSE Maintaining and Supporting the ShoreTel Solution Connect Update Module Support Engineer -Tier 1 Final Self-paced 1.00 Continue to next page for a list of courses included in the ShoreTel Support Engineer - Tier 1 (SMSE) Continuity Academy Page 29 ShoreTel. Brilliantly simple business communications.

30 University CERTIFIED MOBILITY SUPPORT ENGINEER TIER 1 SHORETEL MOBILITY SUPPORT ENGINEER - TIER 1 (SMSE) CONTINUITY Self-paced hours: 1.5 Instructor-led online/classroom hours: 0 Total hours: 1.5 Number Name Type Est Time to Complete (Hrs.) Step 1 Must have a valid 3500ue certification Support Engineer Continuity eligibility verification Step 2 BR sp ShoreTel Fundamentals Self-paced 0.50 Step s Step e BR sp Step 5 SMSE ce Maintaining and Supporting the Solution (Release 8) Maintaining and Supporting the Solution (Release 8) Connect Update Module Support Engineer -Tier 1 Continuity Final Self-Study Self-paced 1.00 ShoreTel. Brilliantly simple business communications. Page 30

31 Following are short descriptions for the individual training modules within the UC Technical and UC Continuity academies: BR sp and BR sp ShoreTel Fundamentals The ShoreTel Fundamentals course delivers a holistic overview of the ShoreTel solution. You will be introduced to ShoreTel the company, our core products, services and deployment options. You will be introduced to solution selling concepts, which will assist you in selling the ShoreTel unified communication solution and consistently attain a higher close rate. You are introduced to the unique characteristics that set ShoreTel apart from the competition. You will not only learn about what ShoreTel does, but also how ShoreTel does it. Note: This course is a pre-requisite for all Sales and Technical academies. Target Audience: all job roles involved in selling, marketing, implementation and servicing the ShoreTel Connect solutions. BR sp Basic Phone/Client In this training module, you develop familiarity with basic call management of ShoreTel IP phones and the ShoreTel Connect client for Microsoft Windows and Mac OS X. This module focuses on features that are available to all ShoreTel users, regardless of the permissions assigned to them by administrators and without requiring any optional ShoreTel components. This module shows you how to identify the customer need for advanced phone and ShoreTel Connect client features that depend on optional hardware and configuration settings. Target Audience: all job roles involved in selling, marketing, implementation and servicing the ShoreTel Connect solutions. BR Connect Portal Call Flow Admin In this course you will learn individual components of the Connect Portal Visual Call Flow Editor, as well as how to use the Editor to provision a complete call flow for the phone system. You will also learn the purpose of individual call flow components such as Extension Lists, Hunt Groups and On-Hours Schedules, as well as how to program them to and how they can effectively interact with each other. You are introduced to all the functions and features of the Connect Visual Call Flow Editor needed to create incoming call flow for ShoreTel Connect CLOUD deployments. It is highly recommended that all Administrators attend or view the Administrator Training course prior to taking this call flow course. Target Audience: Connect CLOUD Users with Phone Manager or Decision Maker roles in ShoreTel Portal. Page 31 ShoreTel. Brilliantly simple business communications.

32 BR sp ShoreTel Connect Portal End User In this course you will learn, how to use the Connect CLOUD desk phone, Connect Portal and Connect client. You will learn how to log into and perform basic call management with a ShoreTel IP phone. You will learn how to log into the Connect Portal and perform provisioning of your unified communications functionality as an end user. Finally, you will learn how to download, install, log into and use the ShoreTel Connect client, if you have access to it. You will be introduced to all of the basic functions and features needed to begin using your ShoreTel Connect CLOUD phone and services; as well as receive a job aid to help further familiarize you with the use of your ShoreTel IP desk phone. Target Audience: End Users and Administrators of the ShoreTel Connect CLOUD phone system. BR sp ShoreTel Connect Administration In this course, you will learn how to log in and access the functionality within the Connect Portal specific to the management of the phone system. You will learn how to add a new phone user, access administrative reports and perform other Moves, Adds, Change and Deletion (MACD) tasks as a Decision Maker or Phone Manager Authorized Contact. Through a series of lectures and demonstration, you are introduced to the functions and features needed to fully administer your system as well as make changes on behalf of your users. It is highly recommended that all Administrators attend or view the End User course prior to taking this Admin course. Target Audience: administrators of the ShoreTel Connect CLOUD phone system. OT sp ShoreTel Connect Director Administration 1 This module covers an overview of the Connect ONSITE system architecture; as well as, how to navigate the management user interface for ONSITE implementations of the ShoreTel Connect unified communications solution called ShoreTel Connect Director. You will learn how to perform basic management activities including create User profiles, modify permissions, make basic changes to profiles, create other administrator logins, access reports and documentation. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. ShoreTel. Brilliantly simple business communications. Page 32

33 OT Implementing the Hardware Design In this module, you will learn how to install and configure the software and essential hardware involved in every ShoreTel Connect ONSITE solution. You will learn to perform the primary steps required to implement a ShoreTel Connect ONSITE solution. Including server software installation, creating sites, adding ShoreTel Voice Switch hardware, IP telephones and configuring PSTN trunks. Target Audience: all job roles involved in implementation and servicing the ShoreTel Connect solutions. OT sp Phone Customization In this module, you will learn what can be customized on ShoreTel IP phones and how to implement the required customizations. covers an overview of the different methods (based on phone model) to implement changes to an individual user s phone or multiple users with the same phone model type. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OT sp Back Up and Restore In this module, you will learn how to identify what should be backed-up in the ShoreTel Connect system and describe the different options for backup. Also, learn how to use the backed-up data to restore a Connect system. Receive an overview of the methods offered by ShoreTel to create complete or partial backups of required data and the proper method to restore that data from a valid backup. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OT sp Create Test Plan In this module, you will learn how to identify the elements of a complete test plan, coverage areas and resources needed for 1st day live support. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. Page 33 ShoreTel. Brilliantly simple business communications.

34 OT sp Escalate to TAC In this module, you learn to how to escalate issues to the ShoreTel Technical Assistance Center (TAC). You will learn the steps required to complete before contacting TAC, identify log collection tools, and employ methods for creating Service Requests and identify Service Request severity levels. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OT sp ShoreTel Connect Director Administration 2 In this module, you will learn about additional administrator tasks associated with the Connect Director. Included is an introduction to call control options, advanced client features, and schedule management. Additionally music on hold options, auto attendant programming, workgroup administration, queue management, system parameters and support resources are covered. Target Audience: all job roles involved in programming, administration and servicing the ShoreTel Connect solutions. OT sp System Limitations In this module, you will learn how to recognize the capacity and loading limitations within the ShoreTel Connect system. Receive an overview of ShoreTel best practices for elements of the ShoreTel system that require consideration regarding capacity, load balancing, thresholds, resource requirements and calculations that should be applied. Target Audience: all job roles involved in programming, administration and servicing the ShoreTel Connect solutions. OT sp Db Gathering In this module, you will receive an overview of key areas in ShoreTel Connect Director that require asking investigative questions to gather necessary information to effectively program a ShoreTel database. Areas covered in this training include user profiles, feature requirements, call control, and system parameters. Target Audience: all job roles involved in programming, administration and servicing the ShoreTel Connect solutions. ShoreTel. Brilliantly simple business communications. Page 34

35 OT sp Db import In this module, you will learn how to create a.csv file for the use of importing users into the ShoreTel Connect system. Receive an overview of methods offered by ShoreTel to create a complete and partial.cvs file. Also, you will learn the steps required to import the.csv, as well as how to validate successful importing of users and error checking of the process. Target Audience: all job roles involved in programming, administration and servicing the ShoreTel Connect solutions. OT Implementing Solution Design In this module, you will learn how to implement call routing and distributed features selected by the designer to meet the customer s requirements. Learn to distinguish between call routing options for incoming calls, methods of sharing a call appearance and differences between call distribution options. Learn to integrate other system features such as music on hold, time of day settings and paging. Through instructor-led lectures and extensive hands-on sandbox activities, students actually implement customer required call flow requirements in a ShoreTel provided training lab. Target Audience: all job roles involved in programming, administration and servicing the ShoreTel Connect solutions. OT sp End User and Administrative TTT In this module, you will learn the skills to become a competent ShoreTel Connect Administrator Trainer. Receive an overview of key areas for preparing an outline of topics included in Connect Director Administrator I and II. Additionally, garner skills that assist with the creation of engaging and customized training sessions. Target Audience: all job roles involved in programming, administration and servicing the ShoreTel Connect solutions. Page 35 ShoreTel. Brilliantly simple business communications.

36 OT sp Advanced Client/Role Client In this module, you will build on previous knowledge of ShoreTel IP telephones and the Connect client to develop skills with features that are available only to users with specific permissions or deployed as Connect ONSITE implementations that may include specific optional components. Through a series of presentations and live demonstrations, you will learn to assign your extension and forward your calls to external phones or to the client built-in soft phone. Additionally, learn about video and collaboration features you can use with other ShoreTel Connect users like instant messaging, screen sharing, and integration with Outlook. Target Audience: all job roles involved in programming, administration and servicing the ShoreTel Connect solutions. OT Configuring Tie Trunks/3rd Party PBX This module will focus on implementing TIE trunks for third party PBX integration and programming specific to tie trunk applications. Digit translation and voic messaging concepts are discussed. Upon conclusion, you will be able to list the primary steps for configuring tie trunks, which will assist in implementing third party PBX integrations. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OT sp Network Preparations In this module, you will learn the necessary prerequisites for the customer s data network to support a ShoreTel Connect deployment. Receive an overview of a key areas involved in preparing a data network for the implementation of the ShoreTel Connect solution. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OT sp Network Assessment In this module, you learn the benefits, process and requirements involved in performing a network assessment to assist in validating a network s readiness for Voice Over IP (VOIP) communications. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. ShoreTel. Brilliantly simple business communications. Page 36

37 OS sp Advanced Architecture In this advanced architecture ShoreTel Connect ONSITE course, you will gain knowledge of different ShoreTel architecture options and how to apply them to different scenarios and requirements, including central, distributed and virtualized environments. Target Audience: all job roles involved in selling, designing, implementation, programming, administration and servicing the ShoreTel Connect ONSITE solutions. OT sp Servers In this module, you learn the necessary prerequisites for preparing a server for a ShoreTel Connect system installation. At the end you will be able to list the primary steps to implement a ShoreTel system and all the pre-requisite features of the Windows server for ShoreTel implementation. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OT sp Virtualization In this module, you will learn about ShoreTel best practice guidelines regarding implementing the ShoreTel Connect solution in a virtualized environment. Receive an overview on the elements of the ShoreTel Connect system that can be hosted in a virtual environment. Also receive specific guidelines for the use of VMware and Hyper-V recommendations and supported manufacturer features. Target Audience: all job roles involved in implementation, programming, administration and servicing the ShoreTel Connect solutions. OT sp T1 Troubleshooting Utilities In this module, you will learn the use of common tools used when troubleshooting a ShoreTel system at a Tier 1 level. Receive an overview of tools provided by ShoreTel and other vendors and how they can be used in troubleshooting a ShoreTel system. This training is preparation for the OT Tier 1 Support training module. It is assumed that the basic use and function of these tools is understood. Target Audience: all job roles involved in implementation and servicing the ShoreTel Connect solutions. Page 37 ShoreTel. Brilliantly simple business communications.