Now’s the Time for Web-Based Training
Fall and Winter Web-based training sessions led by a ShoreTel-Certified instructor let you explore every aspect of your ShoreTel System—without having to leave the office. What’s more, Web-based training is as efficient as it is effortless.
Learn the Basics
System Users can master all the features and functions of Personal Call Manager in just one hour. System Administrators can learn to do system set up, configuration and maintenance in a highly productive four hour session.
Register through the Learning Management System. The courses are found in the ShoreTel University Technical Curriculum section of the Catalog.
Personal Call Manager — TC-153
This one-hour class covers how to install and customize the client, answer calls, transfer calls, set up and participate in conference calls, access voice mail, use call handling modes, retrieve voice mail notifications and integrate with Microsoft Outlook.
November 20, 2007 – 1:30 p.m. Pacific Time
December 5, 2007 – 1:30 p.m. Pacific Time
December 18, 2007 – 1:30 p.m. Pacific Time
January 15, 2008 – 10:00 a.m. or 1:00 p.m. Pacific Time
January 17, 2008 – 10:00 a.m. or 1:00 p.m. Pacific Time
January 22, 2008 – 10:00 a.m. or 1:00 p.m. Pacific Time
January 24, 2008 – 10:00 a.m. or 1:00 p.m. Pacific Time
January 29, 2008 – 10:00 a.m. or 1:00 p.m. Pacific Time
January 31, 2008 – 10:00 a.m. or 1:00 p.m. Pacific Time
System Administrator— TC-112
This four hour, instructor-led, interactive course, delivered over a live Web session, is designed for IT professionals who are responsible for the configuration and ongoing support of the ShoreTel system. Participants in this course will learn to set up single and multi-site environments, configure switches, trunks, users, menus, workgroups, IP phones as well as perform ongoing maintenance.
November 20, 2007 – 8:30 a.m. Pacific Time
December 5, 2007 – 8:30 a.m. Pacific Time
December 18, 2007 – 8:30 a.m. Pacific Time
January 16, 2008 – 8:30 a.m. Pacific Time
January 23, 2008 – 8:30 a.m. Pacific Time
Contact Center Training
Don’t miss this opportunity to grab a seat in the newly scheduled and highly popular ShoreTel Contact Center Web-based training classes. Contact Center Agents learn the interface in 30 minutes, Supervisors in 60 minutes while Contact Center System Administrators can start studying in the morning and be configuring parameters by lunch.
Register through the Learning Management System [http://www.shoretel.com/training/login.html]. The courses are found in the ShoreTel University Technical Curriculum section of the Catalog, under “ShoreTel Contact Center” (TC-200).
Contact Center Agent - TC-501
This instructor-led Web session takes only 30 minutes, which means contact center agents will be back on the phone working with customers in no time. That half-hour is well spent, though: Participants practice with the tools they’ll be using every day, including the Contact Center Agent Toolbar. They also learn how to view call results and real-time lists of calls in queue.
November 19, 2007 — 10 a.m. Pacific Time
December 3, 2007 – 10 a.m. Pacific Time
January 14, 2008 – 10 a.m. Pacific Time
January 16, 2008 – 10 a.m. Pacific Time
January 21, 2008 – 10 a.m. Pacific Time
Contact Center Supervisor - TC-504
With ShoreTel’s highly qualified instructors and its proven online format, even key personnel like Contact Center Supervisors can be trained in only 60 minutes. In that carefully allocated hour, supervisors learn how to create and interpret reports that monitor real-time activities; generate and work with historical reports; interpret the Log Status report; send messages to call center agents; and monitor and “barge in” on agent interactions.
December 3, 2007 – 11:30 a.m. Pacific Time
January 14, 2008 – 11:30 a.m. Pacific Time
January 16, 2008 – 11:30 a.m. Pacific Time
January 21, 2008 – 11:30 a.m. Pacific Time
Contact Center System Administration - TC-505
It only takes three hours to train an effective system administrator, one that can unlock the potential of your customer’s ShoreTel Contact Center, boosting order fulfillment and improving your customer satisfaction ratings. Participants in the instructor-led Web-based training session learn to set up a Contact Center; use the ShoreWare Contact Center Director to configure system parameters and call routing; add agents and supervisors; configure queuing, overflow, interflow, callbacks, no available agent, and abandoned call scenarios; and establish data collection.
November 30, 2007 – 10:00 a.m. Pacific Time
December 6, 2007 – 10:00 a.m. Pacific Time
January 23, 2008 – 10:00 a.m. Pacific Time