3x8, MICS, CICS best practices?

[LeeMcCauslin]

I did a search for general best practices but got nothing. IS there a place with info like that for generally maintaining these type of systems? I kind of backed into needing to support various branch locations that have these. I think I mostly need to know why/when I would use different options when setting up phones - We have branches with 2 lines and 3 phones all the way up to 6 or 8 lines and 10 to 20 phones. When are Line pools better than not using them? Why would I want to have a line set up as super or unsuper? Awfully basic stuff that I have no documentation or help for. Of course, we will outsource mission critical things (at least, at first if I can't learn some things) but I'd like to add value to myself in my employers' eyes by not having to call in the $90.00/hour outside techs for piddly little things.

TIA!

 

[TRONIC1]

Hi Lee,
I don't know if there's one place to get all of the info you need but getting manuals for the systems in question would definitely be a start. You could also spend the money to have a tech come out and walk you through some of the programing functions, this would be money well spent. There's a ton of info on the net as well as forums like this one were you can post more specific questions. If you look to the right on this page you'll see a section called MVP's, these are a great bunch of people with a wealth of knowledge. Lastly and probably most importantly, if it's going to become your responsibility to administer these systems you should talk to your boss about spending the money to get you certified. I'm sure this isn't the answer your looking for but I hope some of it helped.

"Hope for the best, plan for the worst

 

[DigitelD]

Tronic1 is right. It is money well spent to get training. To understand the way the system works will help you tremendously and you will look like a hero to your company. It is very difficult to walk someone through everything in a forum but we are here to help. But even with that you need training.

SHK Certified (School of Hard Knocks)

 

[LeeMcCauslin]

Actually, we have been discussing sending me to the Nortel school in Richardson (Which has me totally pumped because I grew up in Dallas but haven't been back in over 20 years - but that's another story). And I did get a little instruction before my predecessor left but nothing even close to what I really need. And yeah, This site has already helped me tremendously - so much so that I'm lobbying the boss to make a donation. It seems to be the right thing to do. I tell ya, I was REALLY lucky to stumble across this site.

 

[jjimm]

I have been to Nortel schools in Richardson and in or near Buena Park, CA. The schools are the best with the best teachers. The questions you posed are answered mostly from experience, so go for it.

 

[phoneguy427]

Thanks for the props Tronic1, I try to help when I can.
Good on you!

 

[Phonehed]

Last I heard, Nortel handed off all of their training to Global Knowledge some 4 or 5 years ago. Hasn't been a Nortel class in Richardson since (as far as I know but then, I don't depend on Nortel for much of anything anymore).

Anybody have any info on new Nortel classes in Richardson???

I went to one of the last Norstar classes here in 2000 (4.0) and I was very disappointed compared to my previous Nortel training experiences.

It's pretty bad when you have to teach the instructors how the damn thing really works.

Nortel used to have technicians and engineers teaching their classes but in the end it was all book taught apprentices trying to train professionals who knew lots more than they did. I'm sure that had a lot to do with their eventual decision to phase out training all together.

I'm wondering if Global Knowledge is doing any better.

Anybody here been to a GK class lately?

Phonehed in Dallas

 

[LeeMcCauslin]

My predecessor took the basic intro to Meridian class a few years ago. That's what my company is considering for me. I think it covers basic terminology, adds, moves changes, maybe some very basic coverage of OTM. I know there are separate classes for more in-depth study (Like ACD queues, etc.)

As for it's worthiness, all I can say is my predecessor was an Avaya guy that had to learn Nortel real quick when we moved to a new HQ building that already had an Option61C switch and he thought the classes he took were great. It was definitely GK when he took the classes - he still gets catalogs from them about 10 times a month.

I figure any training I can get that my employer pays for is good for me. ;o)

 

[Johnthephoneguy]

I went to the BCM boot camp in Richardson and honestly it is a hit or miss situation with GK. I have had Meridian training in La Palma from Gk and they were great, the instructor was really on top of things and I learned alot. When I went to the BCM class in Texas the instructor had never worked on the equipment, did not even have a Nortel background, and he taught straight out of a book. The only reason I did okay was because others in the class were more knowledgable than the instructor.