DEFINITY Administrator Training Description: This training series helps users administer their DEFINITY systems to meet the changing needs of their contact centers and aims to reduce the need for technical support calls. A self-paced course is offered as entitlement training, available at no charge to customers who purchase the product. Learners can also opt to attend a follow-up two-day instructor-led classroom session, which includes vectoring, for a fee. The self-paced training provides all of the basic information and procedures required to complete administrative tasks for the DEFINITY. The classroom training provides an opportunity to work with a live switch and interact with an experienced instructor and other Avaya customers. The training is customized into four different learning tracks that align with the Lucent contact center software package(s) that customers purchase. Audience: System Administrators, Telecom Managers, DEFINITY Administrators, or others who are responsible for administering their organizations' DEFINITY switch features for their call centers after the switch and software have been installed and initially administered. Portions of the course may also be used to help train other people involved in administering DEFINITY call center software, such as Service Organizations, Instructors, Distributors, and Dealers. Secondary audiences for the course may include new Call Center Specialists, and anyone involved in selling the product. Need: Avaya needed to streamline and update three existing instructor-led contact center training courses, as well as add new training for DEFINITY call center software. This included the need to eliminate redundancies, revise the material to reflect the most current release's features, and employ self-paced delivery wherever feasible. Avaya also needed to provide customized training according to the call center features the customer purchased. Deliverables: This project included a major redesign of three existing instructor-led courses. The goals were to modularize the courses to eliminate redundancies, update the courses to reflect current product features, and convert the courses wherever feasible for self-paced delivery via a combination of CD-ROM (introduction and simulation exercises) and e-learning (reading and Q&A). The outcome of this project is a single set of course materials that can be used flexibly depending on the particular needs of the customer. Four tracks are identified through the materials, corresponding to the three existing courses, plus one new track covering new call center software (Advocate). The self-paced training was developed in ToolBook and is available on CD or via web. The self-paced component is customized with four learning tracks and includes tutorials and hands-on practice of many DEFINITY administrative tasks. Printable job aids include information on ACD concepts; services; capabilities; agent work modes and trunk states; call distribution methods; call center administration forms, commands, and terminology; and call center security issues. The two-day instructor-led course includes a detailed instructor guide, a comprehensive participant guide, and support materials developed in MS Word. It is expected that the reengineering of this training will greatly reduce training costs and related expenses for Avaya and for customers. Back to Experience list

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