Call Manager Training Recommendations 2

[telebub]

Hello, I'm a Nortel PBX technician going back to 1994. As you might expect, my skillset in the market place is continuously dwindling so I thought I would try to use 2012 as a training year to get myself up to speed and increase my worth a little.

My background is primarily in Nortel Option 11-81 TDM with some extensive background in BCM and Norstar as well. I'm also a CallPilot and Symposium guy. I'm not very proficient in VOIP or networking.

Without being a Cisco distributor or ever working on it, can I still get trained on the Call Manager/Unity?

Would you recommend I take some networking classes first or can I jump right into the Call Manager training and back into the networking later?

Thanks for any advice you could give to point me in the right direction.

 

[DHRoger]

I can highly recommend Global Knowledge for Cisco training.
Our company moved from Nortel Option61 to Cisco CUCM with Unity and CCX for a ~200 seat call center.
I had limited hands-on experience but after training, I hit the ground running as far as configuring phones, call handlers, etc. I still have a local vendor as backup and a second in-house employee that also went through the training (ACUCW1).
My CCX call center scripting class starts next Monday. (UCCXD)

 

[telebub]

Thanks DHRoger, I'll browse the GK website and see what classes they are offering.

 

[RyanEOD]

DHRoger,

Are the classes online or do you go to a "classroom" for them?

 

[DHRoger]

I have been going to classroom training for them.
I have no experience with their online offerings.
GK classroom provides a full working environment, laptop, switches, phones that allow you to do the labs in a non-destructive environment. I'm easily distracted so an online class really wouldn't work for me. It is a bit pricey, but I'm lucky that my employer (and I believe Cisco, to some extent) covered the costs associated with it. GK offers classes in most major cities.
As far as the instructor, top notch. Taught the class very well, plus a lot of value-added not-in-the-textbook real-world scenarios. I can't remember him being stumped by any question thrown at him.

 

[RyanEOD]

DHRoger,

Thanks for your feedback, I also have never done any formal training but I have been looking to get into some. When you say a bit pricey, are we talking hundreds or thousands? You wouldn't mind telling what City you are taking your classes in would you? Do you have a good website to point in the right direction?

 

[DHRoger]

Back to part of telebub's original question: I have limited networking experience and it is definitely not a prerequisite for these courses. Some overview is covered in the ACUCW1 class, but CVOICE is the networking-intensive followup course.

 

[telebub]

Sorry to keep after you DHRoger but you are providing good insight.

Another question: Can a "voice" tech, or someone with little "data" experience, pick up on the Call Manager or will that person need to get some data training first then move into Call Manager?

 

[telebub]

Oops, nevermind it looks like you already answered my question.

 

[DHRoger]

Ryan, I'm not sure what the rules are for posting brand names here, but Global Knowledge has a web site (Google their name) and prices and locations are shown for each course. Within our organization, we have had students in Arlington, VA (Washington,DC suburb) King-of-Prussia PA, New York City and Morristown NJ. I haven't heard any bad reports from any of our students, except that it was intense training. I don't consider that a bad thing.

 

[MitelInMyBlood]

Based on my admittedly limited experience with online training courses, I can tell you I definitely got a lot more out of classroom training. Plus a couple folks I was in some classes with passed along some really helpful tips.

One of the big problems folks have w/both classroom as well as online training is interruptions & disruptions - such as trying to attend training while also being expected to be 'on-call'. These courses are really compressed, such that if you're called away to help someone with their silly-assed problem, you miss vital course material that you'll never be able to recover.

Original MUG/NAMU Charter Member

 

[telebub]

Good advice, thanks Mitel.