training guide

. INTRODUCTION ............................................................................................ 3

. GENERAL INFORMATION............................................................................ 5

. ENROLMENTPROCEDURES & POLICIES .................................................. 7

1. SALES SUPPORT OR PRE-SALES COURSES........................................... 91.1 Business ConneCT Sales Support ............................................................... 101.2 Business Mobility Sales Support .................................................................. 111.3 iS3000 SIP@Net Sales Support ................................................................... 121.4 Management Portfolio Sales Support ........................................................... 131.5 NEC UNIVERGE SV8100 Sales Support ..................................................... 151.6 NEC UNIVERGE SV8300 Sales Support ..................................................... 161.7 NEC UNIVERGE SV8500 Sales Support ..................................................... 17

2. PLATFORM COURSES............................................................................... 192.1 NEC UNIVERGE SV7000/2400IPX toward SV8500 Migration .................... 202.2 NEC UNIVERGE SV8100 Basic................................................................... 222.3 NEC UNIVERGE SV8100 Migration to SL1000 Webinar ............................. 242.4 NEC UNIVERGE SV8100 Migration to SL1100 Webinar ............................. 262.5 NEC UNIVERGE SV8100 Migration to SL1100 Webinar ............................. 282.6 NEC UNIVERGE SV8300 Installation CBT .................................................. 302.7 NEC UNIVERGE SV8300 Installation Live!.................................................. 312.8 NEC UNIVERGE SV8300 Specialist ............................................................ 332.9 NEC UNIVERGE SV8500 Advanced............................................................ 362.10 NEC UNIVERGE SV8500 External Routing ................................................. 382.11 NEC UNIVERGE SV8500 Hotel Functionality .............................................. 402.12 NEC UNIVERGE SV8500 Installation & Configuration (Stand-Alone) ......... 422.13 NEC UNIVERGE SV8500 Networking & Location Diversity......................... 452.14 iS3000 SIP@Net Basic 1.............................................................................. 462.15 iS3000 SIP@Net Basic 2.............................................................................. 492.16 iS3000 SIP@Net Routing ............................................................................. 512.17 iS3000 SIP@Net Inter-Unit Routing ............................................................. 532.18 iS3000 Server Upgrade to CPU 4000........................................................... 542.19 SIP in iS3000................................................................................................ 552.20 SIP@Net Server ........................................................................................... 562.21 SIP@Net Server Upgrade IP-PM & DT700 .................................................. 572.22 XN120 Migration to NEC SL1100................................................................. 58

3. APPLICATION COURSES........................................................................... 613.1 Business ConneCT Installation..................................................................... 623.2 Business ConneCT Contact Centre.............................................................. 64

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3.3 Business ConneCT Supervisor .....................................................................663.4 Business Mobility Smart Mobile Client R3.....................................................673.5 Business Mobility IP DECT CBT ...................................................................693.6 Business Mobility IP DECT Live ....................................................................713.7 Directory Synchronization & Integration Practicum .......................................733.8 DT300 - DT700 Series Terminals..................................................................753.9 MA4000 System Management ......................................................................773.10 MA4000 Expense Management ....................................................................793.11 Marathon EverRun FT/HA and EverRun 2G .................................................813.12 Messenger@Net Basic..................................................................................843.13 MobiCall Messenger Solution........................................................................863.14 NEC UNIVERGE Assured Mobility................................................................883.15 NEC UNIVERGE MH240 for SV8100/SV8300..............................................893.16 NEC UNIVERGE SV8100 Hotel ....................................................................903.17 NEC UNIVERGE SV8100 InMail...................................................................923.18 NEC UNIVERGE SV8100 MyCalls Call Manager .........................................933.19 NEC UNIVERGE SV8100 MyCalls Call Centre / Agent Control....................953.20 NEC UNIVERGE SV8100 MyCalls Advanced / Enterprise ...........................973.21 NEC UNIVERGE SV8100 MyCalls Call Recorder.........................................983.22 NEC UNIVERGE SV8100 UM8000 Voicemail ............................................1003.23 NEC UNIVERGE SV8100 VoIP Extension / Networking.............................1013.24 NEC UNIVERGE UM4730/UM8000 Installation & Configuration ................1033.25 NEC UNIVERGE UM8000 (In-Skin Unified Messaging) Administrator .......1043.26 NEC UNIVERGE UM8000 (Migration) Web Training .................................1053.27 NEC UNIVERGE UM8500 Administrator ....................................................1063.28 NEC UNIVERGE UM8500 Installation & Configuration...............................1073.29 SIP Fundamentals and Traces with Wireshark ...........................................1093.30 Voice over IP & Quality of Service...............................................................110

NEC UNIFIED SOLUTIONS TRAINING GUIDE

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Release date : 15/06/2011

INTRODUCTION

We have again updated the training courses with all the latest information and new releases.

All course descriptions listed in this training guide can also be found on our Business Net Training pages. On our training pages you will also find schedules of classes, availability etc. For more information on course content and for enrolment, you can contact the training administration in Hilversum:

Training Administration

International Training Centre

NEC Unified Solutions

Hilversum

The Netherlands

Tel.:+31 35 689 1538

Fax:+31 35 689 1566

E-mail: [email protected]

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GENERAL INFORMATION

Target Audiences

The main objective of the International Training Centre is to offer the appropriate product training courses for the telecommunication platforms and their associated applications of NEC Unified Solutions. In this Training Guide we have divided the courses by type:

• Sales support;• Platform basics, upgrades and advanced courses: • Applications for engineers and/or end-users.

Some courses are designed or targeted at specific audiences, such as:

• Sales support personnel;• End-users and trainers;• Engineers.

In each section, a detailed description of each course is provided.

Platform courses and Upgrade courses

For each platform, there are basic (first level) courses and, where applicable, there may be advanced courses offered also. In some instances there may also be Migration (delta) courses available and upgrades.

The objective of an Migration and/or upgrade course is to bring the trainee up to a new software and/or hardware level. They are designed for people already familiar with a former release, and who need to be updated with the changes. The Migration will help the engineer convert comfortably to the new environment.

Tailor-made courses

In some cases, we can offer a course tailor-made to your specific needs. These tailor-made training courses can be arranged provided resources are available. Once you have advised us of your training needs, we will respond to you on how we can meet your request.

Entry requirements

A minimum entry level is required to make sure that the trainee is able to follow a

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module successfully. The specific entry requirements are listed in the description of each training module. As a general requirement, the trainee must be able to understand the language in which the course is given. This is usually English.

Tests

Most courses are rounded off with a written or practical test. Based on the result of the test, the trainee will or will not receive the course certificate or become certified on a specific platform or application. Passing a test can be applied to entry requirements on subsequent training modules. A trainee who does not pass the test, will get a study advice and will be offered the opportunity to do the test again at a later date.

ENROLMENT PROCEDURES & POLICIES

Enrolment

The entire procedure consists of two steps:

- Step 1: Course planning permanently online via BusinessNetThe complete training schedule is at all times visible on BusinessNet under the Training tab. New course announcements, availability and "Hot News Items" are posted frequently. A planning can also be requested at will from the Training Centre.

- Step 2: Enrolment of students to classesBefore sending us enrolment it is strongly recommended that you check that the student meets the prerequisites required for a particular course. This will avoid disappointments with regard to expectations and ability to perform well during the course.Enrolment can take place up until days prior to commencement of the course, pending availability. The Training Centre will reply with the Course Confirmation Form faxed or emailed to you. There are three possibilities:- Space is available. Confirmation will be sent.- Course and/or hotel are fully booked. Student is put on waiting list.

No confirmation will be sent unless both course and/or hotel can be confirmed.- Student is rejected.

Student has not followed prerequisite courses. Alternative advice will be given.

Cancellations and fees

Up until 2 weeks (15 days) before the start of the class, either party can cancel a participant from a class due to unforeseen circumstances. No costs are involved, if you inform us in time by fax or email, only written cancellations will be accepted.

All cancellations within 2 weeks (14 days or less) will be charged a standard fee of one day's tuition. A " no show " (no cancellation advised prior to start of the course) will be charged the full cost of the entire course.

The Training Centre reserves the right to cancel any course at any time due to insufficient enrolment or lack of resources.

Hotel Reservations

Hotel reservations can be made on your behalf, as per your request in writing.

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Preferences can never be guaranteed, but every effort will be made.

Payment of the hotel bill is the sole responsibility of the student, unless special arrangements are made beforehand. In the event we are notified of a no-show at the hotel, the NSO/Customer will have the hotel bill forwarded directly to them. The NSO/Customer remains responsible for hotel and personal expenses of the student.

How to get to Hilversum

From Amsterdam Schiphol Airport there are trains to Hilversum Central Station every 15 minutes. A route map and directions are available on request.

Course Hours

The standard course hours are from 9.00 a.m. to 5.00 p.m., unless otherwise stated on your invitation. Courses may run longer. Occasionally they also may end earlier.

On the first day, participants should report to Reception at our headquarters.

1. SALES SUPPORT or PRE-SALES COURSES

Sales Support or Pre-Sales courses cover the following topics:

- Product functionality with sales and marketing aspects;- Features;- Boundaries;- Prophix and ordering issues;- Technical issues;- Practice (hands-on).

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1.1 Business ConneCT Sales Support

Target Audience:Sales support people who support account managers, make solution designs, answer RFP’s and prepare configurations and quotes.

Course Objective:- Understand the Business ConneCT product: functionality, architecture and

(dimensioning) boundaries;- Understand which interfaces are available for integration with other applications; - Be able to make Business Connect configurations in Prophix.

The training focuses on the generic Business ConneCT capabilities; platform specific behaviour (e.g. on SV8300, SV8100, iS3000, SV7000) is discussed only limited.

Entry Requirements:None

Duration:1 day

Course Materials:Slide package

Course Subjects:- Overview;- Support for multiple roles;

- Operator and operator in networked configurations- Employee- Agent

- Contact center;- Engine & modules- Administrator & supervisor

- Architecture & boundaries;- Integrations;- Licensing & Prophix.

1.2 Business Mobility Sales Support

Course Objective:After the course, the trainee will be able to understand:- the concept of the Business Mobility architecture;- the different technologies used for Business Mobility;- the different solutions for Business Mobility;- the applications related to Business Mobility (IP DECT.

Entry Requirements:Has basic knowledge of NEC system portfolio and VoIP.

Duration:1 day

Books:- Student Handbook;- Brochures and datasheets.

Course Subjects:- The different solutions for Business Mobility;

- Fixed Mobile Convergence- VoWLAN- IP DECT

- Standards in technology;- (S)IP DECT implementation in Business Mobility;- System Architecture of Business Mobility;- Maximum Configurations;- Licenses;- DECT Manager rel 5 and AP300;- Handsets;- Features, Functions, Applications (Directory, Messages, Alarming, Positioning);- Site Survey Aspects;- Ordering with Prophix;- Short term roadmap.

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1.3 iS3000 SIP@Net Sales Support

Note: This training is available only On Request.

Course Objective:After the course, the trainee will be able to:- give a customer presentation about SIP capabilities in iS3000 SIP@Net;- explain rationalization of iS3000 hardware as well as SIP@Net software.- present an overview and main differences between selected SIP endpoints.- select an iS3000 SIP@Net model for a new installation;- suggest possible steps to replace or migrate & expand an existing;- proceed self training on Prophix;- find information on BusinessNet.

Entry Requirements:Have experience with telecommunications, preferably with telephone exchanges.

Duration:1 day.

Books:Student Handbook.

Course Subjects:1. Customer presentation SIP applications2. iS3000 SIP@Net functions

- Boundaries;- Media gateways / converters;- iS3000 hardware developments & lifecycle;- SIP endpoints;

3. IPVN IP Private Networking Services.4. New sales and migration scenarios5. Prophix.

1.4 Management Portfolio Sales Support

Course Objective:After this course, the trainee will be able to:- understand the features and main functions of MA4000, MA4000 Expense

Management and Management@Net 3.2;- understand the differences between MA4000 and MAC-Manager;- understand the differences between MA4000 Expense Management and TABS 7.- understand the technology used;- understand main benefits and USP’s of the WEB-based Management solution;- be able to make Management configurations in Prophix;- answer technical questions during the sales bid;- advise customers on daily use and maintenance;

Entry Requirements:- Participants should have sales support knowledge of at least one of the supported

iSPBX’s (i.e. iS3000/SIP@Net, 2000IPS, SV8300 or SV7000).

Duration:1 day

Books:- MA4000 on-line help;- Expense Control Suite User guide;- Student Handbook with printed slide package;- General Product Descriptions (MA4000 R7.2, MA4000 Expense Management

R(.5.5, Management@Net 3.2) as available on BusinessNet.

Course Subjects:1. Sales Presentation part.- IPT Management solutions of NEC Unified- IPT Management with MA4000- Management@Net 3.2- Positioning- Licenses- IPT Management with MA4000 - Benefits & Uses- Promotions- Management Roadmap.

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2. Product Details Part.

- MA4000 details/components/licenses.- MA4000 Manager (for Configuration Management)- MA4000 Manager Alarm Manager (for Fault Management)- MA4000 Manager Traffic Manager (for Performance Management)- MA4000 Manager Integration (LDAP, UM/VM, OpenWorx, MAS9)- MA4000 Assistant- MA4000 Clipboard- Free Numbering- IP-PBX Command Manager.

- MA4000 Expense Management (MAS9) details/components/licenses.- Overview of features, Reports, My Portal.

- Management@Net 3.2.- Management@Net portal and Components

- SIP Terminals Configuration Tool.- How to order MA4000, MA4000 Expense Management and Management@Net in

Prophix.- DEMO MA4000, MA4000 Expense Management and Management@Net Portal

1.5 NEC UNIVERGE SV8100 Sales Support


Course Objective:- Understand the SV8100 solution: architecture, networking, components and

(dimensioning) boundaries;- Understand how selected applications work in combination with SV8100;- Be able to make SV8100 configurations in Prophix;- Give demonstrations of SV8100 and the possibility to play with it.

N.B. - Pricing and competition analysis is covered in sales training.

Entry Requirements:None - it is assumed that participants are not familiar with SV8100 or similar products.

Duration:1 days. (including demonstrations and Q & A sessions)

Books:Student handbook on CD Rom with printed slide package. The slide package is also available on BusinessNet for self-study purpose.

Course Subjects:1. Solution overview and positioning;2. SV8100 Platform and interfaces;3. InMail and InACD4. Telephones;5. Networking;6. Hospitality and UM8000;7. Management (PC Pro);8. IP DECT9. Licensing procedure10. Business ConneCT;11. Desktop Suite;12. MyCalls13. SV8100 Release 2.

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Course Objective:- Understand the SV8300 product: architecture, components and (dimensioning)

boundaries;- Understand how selected applications work in combination with SV8300;- Be able to make SV8300 configurations in Prophix;

N.B. - value proposition, USP’s, pricing, positioning and competition analysis is covered in sales training.

Entry Requirements:Participants should have generic sales support knowledge about IP telecommunications platforms.

Duration:1 day.

Books:Student handbook with printed slide package. The slide package is also available on BusinessNet for self-study purpose: http://businessnet.nec-unified.com/UnivergeSV8300/Documents/SV8300%20sales%20support%20delta%20training.ppt

Course Subjects:1. Overview;2. SV8300 Platform;3. Terminals;4. Applications;5. Sales Support tools.


Target Audience:This course is meant for Sales (Support) Engineers of Channels, Partners and NEC NSO’s who support account managers, make solutions designs, answer RFP’s and prepare configurations and quotes.

Course Objectives:After successful completion of this SV8500 Sales Support Training, the trainees are able to answer RFPs and Customer Requests of the mainstream Business (Enterprise Customers; SV8500-based Solutions, including Applications).Further the trainees should be capable of creating Solution Proposals and quotes for Customer Orders, by means of the Sales Ordering tool Prophix.

Entry Requirements:The trainee has substantial knowledge of existing Enterprise platforms, i.e. SV7000 and NEAX2400IPX (the latter for ME-market only), and Applications.

Duration:2 days

Books:- Student Handbook, with printed slide package, notes and background information

The slide package (without notes) is also available on BusinessNET for self-study purposes.

Course Subjects:• NEC’s Enterprise Communication Proposition• SV8500 Platform

- Overview & Architecture- SV8500 Terminals- Features

• SV8500 Applications and Solutions- MA4000 & Expense Management- Unified Communication/Business ConneCT- Business Mobility- Voice Mail & Unified Messaging- Microsoft OCS integration- Hospitality Solutions

• Sales Support Tools (Prophix, BusinessNet, etc.)

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2. PLATFORM COURSES

The Platform courses are designed initially for engineers performing service activities: installation and maintenance of a system and its applications. The courses are divided into the following main groups:

- Standard NEC UNIVERGE and SOPHO platforms courses;- continuation - Advanced or Specialist courses;- Upgrade courses;- related platform enhancements.

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2.1 NEC UNIVERGE SV7000/2400IPX toward SV8500 Migration

Target Audience:This course is designed for experienced SV7000/2400IPX NEC customers, employees, and Business Partners in charge of the installation, configuration and maintenance of a stand-alone SV8500 system.

Course Objective:After the course the trainee will be able to:- Install a single system- Install a dual system- Load the operating systems- Load the system with SV7000/2400IPX customer data- Upgrade a single system to a dual system- Handle PCPro and PCPro Tools- Backing up and restoring the customer database- Install the PIR with Dterms and analogue stations- Install a TSWR (MMG)- Understand the license mechanism.

Entry Requirements:The student has had training and/or experience with:- Installation and configuration of SV7000/2400IPX Systems.

Duration:4 days

Books:- Student Handouts;- CD-ROM (It is recommended to bring your own laptop.).

Course Subjects:1. Introduction2. Telephony Server Components3. System Configurations4. PIR Configurations

- AC-Powered Models- DC-Powered Models

5. System Power6. Power Consumption7. Card Types

8. Cabling9. Front Covers10. Management of LANs11. Maintenance Tools

- Installation Manager- PCPro- PCPro Tools

12. Migration- Preparation for Migration- Program Installation: Single Mode- Program Installation: Dual Mode- Program Installation: Dual Mode- Program Installation: CCIS- Program Installation: FCCS- Program Installation: SR-MGC (E)- Initial Data Assignment

13. Software and License Structure14. License Management Server (LMS)15. Maintenance Aspects16. Initialization Procedures of SV850017. Alarm Indications18. Card Replacement Procedures19. New Features and Functions20. Dynamic use of LENs in PIR21. Final Test22. Evaluation

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2.2 NEC UNIVERGE SV8100 Basic

Course Objective:This four-day course is designed to provide students with an in-depth knowledge of the essential items required to install and SV8100 system.This course is designed for Resellers engineers who are new to the SV8100.

After the course, the trainee will be able to:

- Understand the hardware used in the SV8100 system;- Configure the InMail Voice Mail;- Install Licenses on the SV8100;- Use PC Pro to configure the essential features of the SV8100;- Run Installation scripts from PC Pro;- Configure DT700 IP extensions (iSIP terminals);- Trunk Groups and outgoing Access;- Configure Queue messaging;- Install NEC Doorphone and DSS consoles;- Configure DDI’s and Remote access;- Configure SMDR for MyCalls;- Configure Auto Attendant using VRS and InMail;- Configure Toll Restriction;- Configure Automatic Night service;- Use WebPro, AdminPro and UserPro.

Entry Requirements:- 12 months telecoms experience, be able to use a PC and understand IP

addresses.

Duration:4 days

Books:- Student Handouts.

Course Subjects:1. Introduction to SV8100 Hardware.

- System hardware and specification for each hardware item;- Install of equipment and Blade configuration.

2. SV8100 Licensing.- Overview of the licenses and how to implement the licenses on the SV8100

system.3. SV8100 PC Programming Tool

- Training room features working Trunks to simulate incoming calls- Full configure a working system, with various practical’s, these include:- Numbering Plan, Extensions, Virtual’s, Grouping – Paging/Pickup/Department- Function keys and call forwards, Loopbacks, Mobile extension- Trunks, Trunk groups, Toll restriction, LCR, ARS, F-Route and incoming calls- Class of service, Automatic Night service.- VRS messages, Auto attendant Queue messages- Voicemail (InMail) install setup and user menus, Auto Attendant (Call routing

mailboxes) and Group boxes.4. DT700 IP Extensions

- How to install DT700 IP Extensions (iSIP terminal) - Features of DT700 – hot desking (logon)

5. Networking - Overview networking protocols.

6. WebPro - installer, Customer Admin. and User access.

Testing & Certification:A short written test will be undertaken on the final day of the course. If successfully completed, the delegate will become an SV8100 Certified engineer.

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2.3 NEC UNIVERGE SV8100 Migration to SL1000 Webinar

Course Objective:This Webinar is designed for resellers or distributor engineers who have previously been trained on and have installed SV8100 to enable migration to the new NEC SL1000 platform. Webinars can be scheduled in the AM or PM.


- Understand hardware, and installation of the system;- Understand changes between procedures;- Configure, upgrade and license SL1000;- Understand new navigation key features;- Understand new feature in PCPro;- Understand new install features on MyCalls Basic.

Entry Requirements:- Must have attended the Aspire to SV8100 Migration course or the SV8100 Basic

course.

Note: System Requirements to attend these Webinars:For PC based Attendees:Windows 7 ® , Vista, Xp, 2003 Server or 2000 (Linux is not supported)Internet Explorer ® 6.0 or higher, or Mozilla ® Firefox® 3.0 or higher (JavaScript™ and Java™ enabled)Internet Connection Required - Cable Modem, DSL or better.We recommend a minimum Pentium® class 1GHz CPU with 512 MB of RAM (2GB of RAM for Windows Vista)

For Mac- based Attendees:Mac OS® X 10.4 (Tiger®), OS X 10.5 (Leopard®), OS X10.6 (Snow Leopard®)Safari™ 3.0 or higher, Firefox 2.0 or higher (JavaScript™ and Java™ enabled)Internet Connection Required - Cable Modem, DSL or better.We recommend a PowerPC G4/G5 or Intel processor, 512 MB of RAM or better.

Duration:2 hours

Books:- Technical DVD, contains all manuals required for NEC SL1000 system

Course Subjects:1. Introduction 2. New feature overview3. Hardware and installation4. Software upgrade5. License overview6. New navigation and service codes.7. PCPro new features8. Overview of MyCalls Basic.9. Overview of Desktop suite.10. Question and answer session.11. On-line test.

Testing & Certification:Successful completion of the course along with passing the online test will qualify participants to install and maintain NEC SL1000 telephone systems.

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Course Objective:This Webinar is designed for resellers or distributor engineers who have previously been trained on and have installed SV8100 to enable migration to the new NEC SL1100 platform. Webinars scheduled in AM.




course.



Duration:2 hours


Course Subjects:1. Introduction 2. New feature overview3. Hardware and installation4. Software upgrade5. License overview6. New navigation and service codes.7. PCPro new features8. Overview of MyCalls Basic.9. Overview of Desktop suite.10. On-line test.


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Course Objective:This Webinar is designed for resellers or distributor engineers who have previously been trained on and have installed SV8100 to enable migration to the new NEC SL1100 platform. Webinars scheduled in PM.




course.



Duration:2 hours


Course Subjects:1. Introduction 2. New feature overview3. Hardware and installation4. Software upgrade5. License overview6. New navigation and service codes.7. PCPro new features8. Overview of MyCalls Basic.9. Overview of Desktop suite.10. On-line test.


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2.6 NEC UNIVERGE SV8300 Installation CBT

Course Description:The NEC Univerge SV8300 Installation CBT is a Computer Based Training module.This self paced training course is designed for personnel who require knowledge of the NEC Univerge SV8300. It is designed as a prerequisite for other courses in the Univerge SV8300 curriculum. Students will learn about the basic Univerge hardware and software components features and services that interface with the Univerge SV8300 systems.

Course Objective:Upon successful completion of this course you will be able to:- Identify the SV8300 hardware and software components.- Describe the SV8300 Hardware.- Identify SV8300 Quick setup programming.- Identify SV8300 loading system software.- Identify SV8300 licensing.- Identify SV8300 Scripting.- Identify PCPro for configuring SV8300 systems.

Entry Requirements:Experienced telecommunications and IT engineers with an understanding of networking/telecommunications concepts will benefit most from this course.

Duration:You should reserve 2 working days to complete this Computer Based Training.

Training Material:- URL location to the CBT will be provided.- URL location to the online test will be provided at student’s request.

Recommendations for Computer Based Training:To get the most out of an online training session, take a look at the following recommendations:• Use an office that is not shared with other colleagues• Let people know that you are following an online training session and ask them not

to disturb you during the session (put a note on your door that you are following a training session)

• Redirect your calls• Switch off your email client during the online session• Switch off your mobile phone

2.7 NEC UNIVERGE SV8300 Installation Live!

Target Audience:This training is designed for personnel who require knowledge of the essentials elements of system installation and maintenance procedures for the NEC UNIVERGE SV8300.

Course Objective:Upon successful completion of this course you will be able to:- Install and connect SV8300 systems.- Identify units/blades/ports and their power consumption.- Use PCPro to configure SV8300 systems.- Create and run scripts for automated configuring and maintenance.- Provision and activate UCD features and queues.- Install and configure trunk blades.- Upgrade NEC DT700 series IP stations with new firmware.- Upgrade the SV8300 system with new software.- Use PCPro diagnostic tools for SV8300 status observation.

Entry Requirements:Before engineers may enroll in this course the NEC UNIVERGE SV8300 Installation CBT (Computer Based Training) must be successfully completed with a 70%+ score on the final online test. ** This pre-requisite will be strictly adhered to**.

Duration:4 days

Books:- Student Handouts;- CD-ROM with SV8300 manuals (PDF).

Course Subjects:1. Introduction.

- Formalities.2. Install and connect SV8300 systems.

- SV8300 Positioning.- System Configuration (1U Chassis).- Capabilities and Features.- Interfaces.- Chassis and Battery Box (2U Chassis).- Installation Aspects.

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3. Identify units/blades/ports and their power consumption.- Identify Units and their Power Consumption.- Identify blades.- Configuration Guidelines.

4. Use PCPro to configure SV8300 systems.- Introduction.- Clear system memory (start with a clean system).

5. Create and run scripts for automated configuring and maintenance.- Scripting.

6. Configure and program SV8300/NEC DT700 series IP stations.- Set system date and time.- Create system data- Create IP stations.- ITL Terminal AutoConfig Setup- IP Station login- Feature programming- Scripting

7. Provision and activate UCD Features and Queues.- Create and configure ACD/UCD group- Create and configure ACD/UCD queues

8. Install and configure trunk blades- Central Office trunk (COT)- ISDN trunks (BRI/PRI)- Hardware installation- Software activation- Status lamps

9. Upgrade NEC DT700 series IP stations with new firmware.- IP Phone Manager- Searching for Terminals- Upgrade firmware of the Terminals

10. Upgrade SV8300 system with new software.- Offline upgrade- Backup and Restore System configuration- Blade Update

11. Use PCpro diagnostic tools for SV8300 status observation.- IP Phone Manager- Diagnostics.

2.8 NEC UNIVERGE SV8300 Specialist

Target Audience:This training will enable experienced SV8300 engineers to install and maintain the advanced features of the NEC UNIVERGE SV8300 platform. Engineers who have completed the SV8300 Migration course and would like to enhance their knowledge of the SV8300 platform are also welcome to attend.

Course Objective:Upon successful completion of this course you will be able to:- Install and configure advanced features on the SV8300 systems.- Identify configuration management with MA 4000 Management Suite.- Identify unified communications with Business ConneCT.- Identify cost accounting suite TABS7.- Describe the procedure for License Management System - LMS.- Use diagnostic tools on the network.- Describe the need for bandwidth management and QoS.- Configure Least Cost Routing (LCR) and Toll Restrictions.- Configure Q.SIG signalling and ISDN trunking.- Define Alternative Routing.- Troubleshoot on the SV8300 system.

Entry Requirements:Before engineers may enroll in this course the NEC UNIVERGE SV8300 Installation must be successfully completed.

Duration:5 days

Books:- Student Handouts;- CD-ROM with SV8300 manuals (PDF).

Course Subjects:1. Introduction.

- Formalities.2. Install and configure advanced features on SV8300 systems.

- IP Station login.- SP30 Softphone.- Remote Unit.- Remote Site.

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- CCIS peer-to-peer.- Centralized Voice Mail.

3. Upgrade the SV8300 system with new software.- Online upgrade.

4. Identify configuration management with MA4000 Management Suite.- Create an IP terminal- Create a template for deployment of speeddialing- Use MA4000 Assistant for updating personal information - Use MA4000 Assistant for changing buttons on a IP terminal

5. Identify unified communications with Business ConneCT.- The Concept: Operator, Contact centre Agent, Employee- Combine roles in one person- Easy switching between roles- Create a 3-party conference call- Advanced Features

6. Identify cost accounting suite TABS 7.- Station Message Detail Recording (SMDR)- Create a Call Response Report

7. Describe the procedure for License Management System - LMS.- Software activation- LMS as a troubleshooting aid

8. Use diagnostic tools on the network.- World of Wireshark- Debug with MP-Trace- Use the Property Management System – PMS Test tool

9. Describe the need for bandwidth management and QoS.- Setting Diffserv- and TOS values- Configuring the Codec - Create Location Groups- Restrictions- Alarm info- Configure SIP trunking- Install Fax over IP- Peg count

10. Configure Least Cost Routing (LCR) and Toll Restrictions.- Incoming digit conversion- Outgoing digit conversion

11. Configure Q.SIG signalling and ISDN trunking.- Q.SIG- ISDN- SMA - Mobility Access

12. Define Alternative Routing.- Time Dependant Routing / Provider Selection- Tenant Based Routing- Remote Breakout.

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2.9 NEC UNIVERGE SV8500 Advanced

Target Audience:This course is designed for NEC customers, employees, and Business Partners in charge of the installation, configuration and maintenance of complex SV8500 systems related to multi tenant, centralized server systems, alternative routing scenario’s, Quality of service aspects and alarm collection via SNMP applications.

Course Objective:This course is meant for a System / Product Specialist. After the course, the trainee will be able to:- Assign Quality of Service in the network;- Set up SNMP- Program Multi tenant systems- Program User groups- Program IP Centrex systems- Program Message area-ID’s for:

- Local break out- Network node recognition.

Entry Requirements:The student has successfully completed the following courses:- NEC UNIVERGE SV8500 Stand-Alone Installation and Configuration Course- NEC UNIVERGE SV8500 External Routing course- NEC UNIVERGE SV8500 Networking and Location Diversity course- CCNA course or has equivalent advanced ICT knowledge.- SIP Fundamentals and Traces with Wireshark course.

Duration:3 days


Course Subjects:1. Multi-user aspects:

- Tenants- User Groups

2. IP Centrex Configurations3. Message Area ID's.

4. Quality of Service Aspects:- ToS/DiffServ;- VLAN;- Echo;- PAD settings.

5. SNMP;6. Final Test and Evaluation.

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2.10 NEC UNIVERGE SV8500 External Routing

Target Audience:This course is designed for NEC customers, employees, and Business Partners in charge of the installation, configuration and maintenance of SV8500 systems with routing to ISDN and QSIG Networks to SIP Providers and be able to collect call records with SMDR test tool.

Course Objective:This course is meant for a System / Product Specialist. After the course, the trainee will be able to:- Program ISDN (BRI and PRI);- Program Q-Sig (PRI);- Program MG-SIP;- Program CCIS;- Program SMDR and using test tool for SMDR.

Entry Requirements:The student has successfully completed the following courses:- NEC UNIVERGE SV8500 Stand-Alone Installation and Configuration Course- CCNA course or has equivalent advanced ICT knowledge.- SIP Fundamentals and Traces with Wireshark course.

Duration:5 days


Course Subjects:1. Basic Routing2. Toll restriction3. Area code restriction4. Tandem calls5. LCR6. Night service7. ISDN BRI/PRI8. Digit Conversion outgoing9. Digit conversion incoming10. Day/ Night switching

11. Barring numbers12. ISDN Supplementary services

- ISDN addressing- Channel negotiation- Overlap sending/receiving

13. Call history14. Downloading new firmware15. Save/restoring configuration file16. Q-Sig

- Path replacement- CCNR and CCBS

17. SMDR18. MG-SIP19. CCIS

- Closed NS- Open NS

20. Alternative routing:- Alternative routing with CCIS and Q-sig- Network node recognition with Q-SIG and CCIS

21. Final Test and Evaluation.

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2.11 NEC UNIVERGE SV8500 Hotel Functionality

Target Audience:This course is designed for NEC customers, employees, and Business Partners in charge of the installation, configuration and maintenance of a SV8500 system or SV8500 network operating in Hotel mode which can be applied more general in the hospitality line of business.

Course Objective:After the course the trainee will be able to understand and implement the Hotel features of the SV8500.

Entry Requirements:Student has successfully completed the NEC UNIVERGE SV8500 Installation and Configuration (Stand-Alone) course.

Duration:3 days


Course Subjects:1. Introduction2. Main features3. System data4. Numbering plan5. Hotel Terminal functions6. Guest name display7. Phonebook for hotel8. Calling/called party number protection9. Call history10. Dterm with hotel functions11. House phone/Hotline12. Hotel features:

- Check-in/check-out- Room cut-off- Automatic wake-up- Do not disturb- Message waiting

- Room status- Announcement service guest station- Maid status- Guest station call record reset- Service call routing- Timing start- Suite Room service- Double Suite Room service- Off hook alarm- Alert service- Guest administrative service- Split access to outgoing- Guest room dial-in- Speed calling guest station

13. PMS Interface:- Direct data entry- Room status- Room data change- Room change- Language service- Announcement service- Emergency call- Group Service- Secretarial service- Connecting Room service- Rotating Indial

14. Day night change15. ISDN call rate16. Hotel features over CCIS17. Hotel Features over FCCS18. Location Diversity for Hotel19. Applications

- MCI interface- BCT (OAI Interface)

20. Hotel Printer21. Practice with Hotel facilities22. Final test & Evaluation

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2.12 NEC UNIVERGE SV8500 Installation & Configuration (Stand-Alone)

Target Audience:This course is designed for NEC customers, employees, and Business Partners in charge of the installation, configuration and maintenance of a stand-alone SV8500 system.

Course Objective:After the course the trainee will be able to:- Install a single system- Install a dual system- Upgrade a single system to a dual system- Handle the Installation Manager- Handle PCPro and PCPro Tools and the Clipboard tool- Load the operating systems- Load the system with customer data- Backing up and restoring the customer database- Install software upgrades- Install IP telephones.- Install the PIR with Dterms and analogue stations- Install a TSWR (MMG)- Install the MG-2A/8A (analogue stations)- Install the VS32 (music-on hold, announcements and conference)- Install basic SMDR to create call records- Understand the license mechanism.

Entry Requirements:The student has had training and/or experience with:- Telecommunications (PBX facilities, traffic classes, routing data, trunk and tie

lines, ISDN- ICT- Voice over IP

Duration:9 days


Course Subjects:1. Documentation overview2. Hardware Architecture3. License mechanism4. System Capacity5. Installation Aspects6. Numbering in the PIR7. Power Supply8. Installation Manager9. Installation of single system10. Installation of Dual system11. Upgrade from single to dual system12. Registration Wizard13. PCPro14. PCPro Tools15. Data memory backup16. System Reset17. Registers/Senders/Receivers18. Number Plan Data19. Service Feature Restriction Class20. Dterm Types21. Dterm assignment22. Downloading Dterm IP23. Dterm (IP) Tones24. Dterm (IP) Language25. Dterm IP installation26. IP-PAD installation27. Facilities:

- Call Forwarding-all/busy/no answer- Call Back- Call-pickup direct- Do not Disturb- Alpha Numeric Display- Virtual numbers- Last number called- Split call forwarding- Group Arrangements- Chief / Secretary

28. MC-2A/8A29. VS3230. Alarming

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31. Maintenance commands32. Final test & Evaluation.

2.13 NEC UNIVERGE SV8500 Networking & Location Diversity

Target Audience:This course is designed for NEC customers, employees, and Business Partners in charge of the installation, configuration and maintenance of a network with multiple SV8500 systems interconnected with FCCS protocol including SV8500 fall-back scenarios (location diversity).

Course Objective:This course is meant for a System / Product Specialist. After the course, the trainee will be able to:- Program FCCS;- Program FCCS location diversity;- Program SR-MGC;- Program SR-MGC location diversity.

Entry Requirements:The student has successfully completed the following courses:- NEC UNIVERGE SV8500 Stand-Alone Installation and Configuration Course- NEC UNIVERGE SV8500 External Routing course- CCNA course or has equivalent advanced ICT knowledge.- SIP Fundamentals and Traces with Wireshark course.

Duration:3 days


Course Subjects:1. SR-MGC2. FCCS; FCCS and ISDN; FCCS and CCIS.3. Centralized billing4. Free numbering5. Qos aspects6. FCCS Location Diversity Business mode7. FCCS location diversity in Hotel mode8. SR-MGC location Diversity9. Final Test and Evaluation.

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2.14 iS3000 SIP@Net Basic 1

Course Objective:After the course, the trainee will be able to:- distinguish the various types of systems;- do basic system management;- assign a prefix or a block of numbers to the numbering scheme;- read the numbering scheme;- do system starts and make back-ups;- make minor changes to project engineering settings;- change the hardware configuration;- install and configure SuperVisor 25/35 and night assistance;- implement basic facilities;- install and program digital extensions;- load new system licenses;- read and resolve alarms;- load new system software;- write and execute batch jobs;- understand basic routing but not be able to create or change external lines without

help;- set up cost and call registration interface to external equipment.

Entry Requirements:- Has had some training and/or experience with telecommunications, preferably

with telephone exchanges;- Has successfully followed the basic ICT training or has similar experience.

Duration:12 days

Books:- Student Handbook;- Maintenance Manual (part 1,2 and 3);- OM Commands Manual (MML);- Voice Facilities - Explained;- Voice Facilities - Step by step;- Facility Implementation manual - Operator;- SMPC User Guide;- SuperVisor 25/25 User Guides + CE Manual;- ErgoLine D330/340 User Guides + CE Manual.

Course Subjects:1. Course Introduction to System Architecture;2. Operational maintenance (OM) and SysManager Maintenance PC (SMPC):

- OM handling;- Service conditions;- Traffic classes;- Directory number to circuit relations;- Facility class marks.

3. Number Analysis:- Internal number analysis;- Analysis groups and compatibility;

4. Software Handling:- Storage devices;- Configuration files (MIS, journal & project data files);- File handling.

5. Changing project engineering data:- Manager data (limitations, options and timers);- Reading and changing manager data items.

6. System starts.7. Maintenance mode.8. PCT boards:

- Adding PCT boards;- DIL switches and strap settings;- Loading firmware packages;- LED indications;- Cabling;- Connectors;- Colour codes.

9. SuperVisor 25/35:- Facilities;- Firmware management;- Data management;- Operator queues;- Assistance groups;- Night traffic.

10. Facilities:- Enquiry /shuttle /transfer;- Break-in;- Add-on;- Hot line;- Abbreviated dialling / Individual abbreviated dialling / Last external number;

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- Do not disturb;- Call waiting / Camp on busy;- Follow me;- Give a line;- Call forwarding;- General cancel code;- Automatic ring back.- Identification services;- Paging;- Night traffic / special extensions;- Desk sharing;- Central Name & Number Database (CNND).

11. ErgoLines:- Installation;- Endgerat Auswahl Ziffer (EAZ);- Terminal Endpoint Identifier (TEI);- Multiple Subscriber Number (MSN);- Ergoload;- Function key programming.

12. Group arrangement.13. Basic executive-secretary combination.14. Licenses.15. System Assurance:

- Alarms;- Alarm unit.

16. Introduction to TCP/IP.17. SMPC aspects:

- SMPC dongle;- SMPC configurator;- Bootp;- Trivial File Transfer Protocol;- File Transfer Protocol.

18. Command files:- SMPC script files;- Batch jobs.

19. Introduction to routing:- External numbering scheme;- Test Telephone.

2.15 iS3000 SIP@Net Basic 2

Note: This training is available on a request basis only.

Course Objective:After the course, the trainee will be able to do the following tasks on a CCS system:- Change switching network cabling;- Connect external equipment to the BIM;- Software upgrades on the CIE/BIM;- Load files into the system;- Create system backups; upgrade the system software using dual mode;- Up- and download software from a remote site;- Understands inter-unit traffic and is able to add links to an existing inter-unit route.

Entry Requirements:- Has had some training and/or experience with telecommunications, preferably

with telephone exchanges. - Has had some basic training in electronics; advanced electronics is not necessary.

Duration:2 days

Books:- Student Handbook;- BIM Manual.

Course Subjects:1. Hardware architecture:

- CCS;- CIE;- SNS;- BIM;- INC;- Cabling.

2. Loading:- BIM software;- CIE firmware;- SSW810.

3. Management and maintenance devices.4. Journaling:

- Changing journaling (CHJOUR);

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- Switching journal updating (SWJUPD);- Switching unit updating (UPDATE).

5. Dual mode.

2.16 iS3000 SIP@Net Routing


Course Objective:After the course, the trainees are able to:- project analogue routes;- project digital public routes (e.g. EURO-ISDN);- project a DPNSS route;- project a Least Cost Call Route;- project an iPVN route;- project a DPNSS route with voice compression (DTU-VC);- project a QSIG route;- synchronise the system to the public or private network.

Entry Requirements:Has successfully completed the iS3000 SIP@Net Basic 1 & 2 courses.

Duration:8 days

Books:- Student Handbook;- Facility Implementation Manual: Networking and Routing;- OM Commands Manual;

Course Subjects:1. External routing:

- Basic routing;- Destinations/routes/bundles/ lines;- Route tables;- Sequence tables.

2. External digital private routing:- DPNSS;- DPNSS Flexible Operator Service;- Trunk Facilities on DPNSS Routes;- DPNSS Loop Avoidance;- DPNSS Charge Reporting;- DPNSS Route optimization.

3. ISDN routing:- Compatibility;

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- IBSC and BSPT;- ISDN protocols;- Euro-ISDN;- QSIG;- ISDN Trunk aspects;- Circuit numbering;- Clock synchronisation;- B-channel selection and channel negotiation;- QSIG and ISDN addressing.

4. Special routing:- LCCR;- Private Virtual Networking (PVN);- Voice compression (DTU-VC);- iPVN route;- Free numbering.

2.17 iS3000 SIP@Net Inter-Unit Routing


Course Objective:After the course, the trainee will be able to project an Inter-Unit route.

Entry Requirements:Has successfully completed the iS3000 SIP@Net Basic 1 & 2 and the Routing courses.

Duration:2 days

Books:- Student Handbook;- Facility Implementation Manual: Networking and Routing;- OM Commands Manual;- Maintenance Manual.

Course Subjects:1. Inter Unit Traffic.2. Network Synchronisation.3. Expanding the System with a Unit.4. Back-up maintenance in networks.

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2.18 iS3000 Server Upgrade to CPU 4000

Course Objective:After the course, the trainee will be able to install a CPU4000 in a new iS3000 system and will know how to upgrade/replace a CPU3000 in an existing iS3000 system.

Entry Requirements:- Has successfully completed the iS3000 SIP@Net Basic 1 course;- Preferably has also completed the iS3000 SIP Server course as well.

Duration:1 day

Books:How to install the CPU4000 (including upgrade) - Customer Engineer Manual.

Course Subjects:1. How to install the CPU4000.2. How to upgrade a CPU3000 system.

2.19 SIP in iS3000

Course Objective:After the course, the trainee will be able to understand and implement SIP extensions and SIP trunks.

Entry Requirements:- Trained to the level of Call@Net 3.4;- Knowledge of Voice over IP (VoIP) / Quality of Service (QoS);- Knowledge of DHCP/TFTP server.

Duration:2 days

Books:SIP in iS3000 - Customer Engineer Manual.

Course Subjects:1. Understand and implement the SIP Trunking and Extensions aspects:

- iS3000 projecting for SIP Trunking and Extensions;- Installing the In-System Gateway (ISG);- Installing the SIP driver;- Installing and configuring various types of SIP terminals;- Various tools like Wireshark/Ethereal.

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2.20 SIP@Net Server

Course Objective:After the course, the trainee will be able to understand and implement the SIP@Net Server aspects.

Entry Requirements:- Has preferably completed the SIPin iS3000 course;- Trained to the level of SIP@Net 4.1.

Duration:2 days

Books:SIP in iS3000 - Customer Engineer Manual.

Course Subjects:1. Understand and implement the SIP@Net Server aspects:

- Installing the SIP@Net Server;- Installing SIP@Net;- Installing the SIP driver- Installing the Media Server- Configuring iPVN over SIP trunk- Various tools, like:

iS3000 ConvertDiag@NetWindows Event ViewerSimple AlarmingSystem Info Console.

2.21 SIP@Net Server Upgrade IP-PM & DT700

Course Objective:After the course, the trainee will be able to install/connect an IP-PM to the SIP@Net Server and to get a DT700 SIP terminal up and running on an iS3000 SIP@Net Server.

Entry Requirements:- Has successfully completed the SIP@Net course.

Duration:1 day

Books:Student Handout

Course Subjects:1. How to install/connect an IP-PM2. How to get a DT700 SIP terminal up and running on an iS3000 / SIP@Net-Server.

- Load DT700 “Standard SIP” firmware using the IP Phone Manager- DT700 Configuration Files- Management of DT700 terminals using the MA4000.

3. Test & evaluation.

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2.22 XN120 Migration to NEC SL1100

Course Objective:This course is designed for resellers or distributor engineers who have previously been trained on and have installed XN120 to enable migration to the new NEC SL1100 platform.


- Understand hardware, and installation of the system;- Understand changes between procedures;- Configure, upgrade and license SL1100;- Understand new navigation key features;- Understand new script in PCPro;- Understand new feature in PCPro;- Install and understand new featurs of InMail;- Understand new install features on Mycalls Basic.

Entry Requirements:- Must have attended the XN120 Basic course.

Duration:1 day

Books:- NEC SL1100 Student Handbook (including worked examples)- Technical DVD, contains all manuals required for NEC SL1100 system- USB Key - for storing training configuration and additional training documents and

videos.

Course Subjects:1. Introduction 2. New feature overview3. Hardware and installation4. Software upgrade5. License overview6. New navigation and service codes.7. PCPro new features8. New Voicemail (InMail).9. Overview of MyCalls Basic.10. Overview of Desktop suite.

11. On-line test.


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3. APPLICATION COURSES

Learning to install, configure and manage an application. Engineers can also learn how to train an end-user or customer on the specific application.The students will have plenty of hands-on time to experience the application and gain the know-how to pass this on.

Application courses can be targeted at engineers - to know how to install and configure a particular application and administer to the client’s specifications.

Application courses can also be applicable to end-users or customers as they learn how to manage the tool, administer things as terminals, call flows, call centre agents, call expenses and reporting.

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3.1 Business ConneCT Installation

Target Audience:- Engineers, responsible for Business ConneCT installations and configurations;- Customers who perform Business ConneCT installations or configurations;- NSO/Dealer trainers, responsible for customer training and instructions.

Course Objective:After the course, the trainee will be able to:- Install and configure the BCT (Business ConneCT) server- Install and configure the employee and operator client;- Understand the features of the employee and operator role;- Understand the technology used;- Maintain and support the product.

The Business ConneCT application supports the following roles:- Employee;- Operator;- Agent.

The Business ConneCT agent uses the Business ConneCT Contact Centre functionality. How to set-up and maintain a Contact Centre is covered in a separate three-day course Business ConneCT Contact Centre.

Entry Requirements:- Knowledge of at least one of the following platforms on an installation level:

- SV7000/SV8500:- SV8100;- 2000IPS/SV8300;- iS3000.

- ICT knowledge on advanced ICT course level.

Recommended:Business ConneCT makes use of a SQL database. General knowledge regarding maintenance on SQL databases is recommended.

Duration:This course is based on three Distance Learning (CBT) modules. These modules can be viewed on-line, so no travelling is required. As soon as the student is enrolled, the student can follow these modules in his or her own pace.Together with the manuals that are available with the Business ConneCT software,

the student has to set up a configuration in his or her own lab to gain the necessary practical experience.When the student feels ready he can take the online test to conclude the training and measure his/her level of knowledge. The student can ask question to the trainers of the Training Centre via e-mail or a chat-session.One must reserve about 20 hours to follow the Distance Learning modules, doing an actual installation and preparing for the exam.

Books:- Manuals as available with the Business ConneCT software.

Course Subjects:1. DL module: Business ConneCT Installation and Configuration

- Introduction- Architecture;- Components;- Documentation;- Licensing:- Preparing an installation”- SQL Server- BCT software.- Configuration Wizard;- Basic checks - such as: Checking and changing configuration: filling the

directory; client rollout; troubleshooting and databse maintenance.2. DL module: Business ConneCT Employee functionality3. DL module: Business ConneCT Operator functionality

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3.2 Business ConneCT Contact Centre

Note: This training course replaces the former Business ConneCT Basic Contact Centre and the Advanced Contact Centre.

Target Audience:- Engineers responsible for Business ConneCT installations and configurations

where BCT Contact Centre knowledge is required;- Customers who perform Business ConneCT installations or configurations where

BCT Contact Centre knowledge is required;- NSO/partner trainers responsible for customer training;- Administrators responsible for call flows; - Anybody interested in the Contact Centre features and possibilities of Business

ConneCT.

Course Objective:After the course, the trainee will be able to:- Understand the different modules;- Create a Contact Centre design based on customer’s requirements;- Build a Contact Centre using the design;- Supervisor tasks:

- Understanding the monitor features;- Creating reports;- Maintaining the Contact Centre.

In this training course the differrent modules will be explained. After building a simple call flow, the students have to work on a customer case. This case describes customer’s requirement for a Contact Centre. After analysing the requirement a design is created. When the design is approved, the Contact Centre must be built. This approach requires a pro-active and postiive attitude from the students!

Entry Requirements:- Has successfully completed the Business ConneCT Installation course;

Duration:3 days

Books:- Technical DVD including all documentation.

Course Subjects:

The following Business ConneCT Contact Centre modules are included:- Starter- End Call- Transfer- Attendant- Messagebox- Identification.

The following techniques are included:

- Skill based routing- Outbound services- Email routing

This course will be rounded off with an online final test. The Design will count for 30% of the total score, the implemented Contact Centre will also count for 30% and the theoretical online test will count for 40% of the total score possible. The trainee will be certified only when both the live training and the online test have been successfully completed.

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3.3 Business ConneCT Supervisor

Note: This course is on request only.

Target Audience:- Persons responsible for customer training;- Contact Centre Supervisors.

Course Objective:This training covers the Business ConneCT Supervisor tasks for Contact Centre use.After the course, the trainee will be able to:- Understand the concept of a Business ConneCT Contact Centre application;- Monitor the Business ConneCT Contact Centre application;- Create and understand reporting;- Manage agents and agent groups;- Configure Wall boards;- Understand the build-up of a call flow;- Alter the call flow regarding basic linking and timers;- Assign and create prompting.

Entry Requirements:- Basic knowledge of Microsoft operating system(s) on user level;- Basic understanding of Call Centre terminology.

Duration:2 days

Books:- Student Handbook;- Business ConneCT Agent Manual;- Business ConneCT Supervisor guide;- Business ConneCT Administrator guide.

Course Subjects:1. Introduction to Contact Centres;2. Roles in the Contact Centres;3. Supervisor tasks;4. Administrator tasks;5. Call Flow activities;6. Call Flow modules;7. Evaluation and final test.

3.4 Business Mobility Smart Mobile Client R3

Target Audience:- Engineers, responsible for Smart Mobile Client installations and configurations- NSO/Dealer trainers, responsible for customer training and instructions.

Course Objective:This course covers the installation and configuration of the SMC solutions, including installation on the smartphone and integration with the PBX platform. The training starts with a sales-support level overview of the SMC solution.


- Install and configure the EMG server.- Install and configure the Mobile Client application on Nokia, BlackBerry, iPhone

and Android.- Understand the features of the EMG server and Mobile Client.- Understand the iS3000, SIP@Net, SV8300 and SV8500 integration.- Understand the LDAP integration with Active Directory.- Understand the technology used.- Maintain and support the product.

Entry Requirements:- Experience with the iS3000 and/or SV8300 and/or SV8500, features, SIP trunking

and SIP extensions - Have an excellent understanding of ICT on advanced level.- Recommended - The EMG servers runs on a Linux server. Some basic Linux

knowledge is recommended.

Duration:2 days.

Books:- Student Handouts.- Enterprise Mobility Gateway Administration Guide.- EMG Audio Guide.- User guides for Nokia, Blackberry, Android, iPhone WM and Web-client.- FMC Installation questionnaire.- Commercial materials (sales kit)

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Course Subjects:- Day 1: Installation & Configuration

- Introduction: Sales Support presentations of SMC R3- FMC Overview.- FMC Call Flows.- FMC Installation.- FMC Configuration.- Install and configure Business Mobility FMC/Mobile Client.

- Day 2: - FMC Presence- FMC EMG Server.- FMC Security- FMC Maintenance & Troubleshooting.- FMC Handoff.- FMC LDAP.- Final Test.

3.5 Business Mobility IP DECT CBT

Course Description:The Business Mobility CBT is a Computer Based Training module.This self-paced training course is designed for those who require knowledge of the IP DECT system. The training module will be completed by an on-line test. When the student has passed the test, an IP DECT Live training is available. This training should be followed to get required information about IP Networking, Trouble Shooting (Performance Analyser) and Site Survey and subsequently be certified for IP DECT. This Business Mobility IP DECT CBT is available for IP DECT on the following PBX types:- SV8100- SV8300- PBX types with SIP connectivity. This can be any type of PBX offering SIP connectivity. During the CBT you can chose which platform you wish to follow.

Course Objective:Upon successful completion of this course you will be able to:- Understand the most important items in the DECT technology.- Understand the Business Mobility IP DECT System architecture.- Understand how to install IP DECT.- Understand the call setup procedures in IP DECT.- Understand the call setup procedures between IP DECT and the PBX.- Understand the Synchronization structure: hierarchy, behaviour.- Do troubleshooting on the Synchronization Hierarchy.- Setup a PBX (of your choice) for IP DECT.- Do troubleshooting.- Use the menu items in the DECT Manager.- Understand IP multicast.- Understand IGMP.- Identify the various networking structures in IP DECT.

Entry Requirements:The entry requirements for this CBT are as follows:- IP technology knowledge on CCNA level.- Engineers with a working knowledge of the PBX to which the IP DECT is

connected.- VoIP knowledge.

Duration:You should reserve 3 working days to complete this Computer Based Training.

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Training Material:- URL location to the CBT will be provided.- URL location to the online test will be provided at student’s request.

Recommendations for Computer Based Training:To get the most out of an online training session, take a look at the following recommendations:• Use an office that is not shared with other colleagues• Let people know that you are following an online training session and ask them not

to disturb you during the session (put a note on your door that you are following a training session)

• Redirect your calls• Switch off your email client during the online session• Switch off your mobile phone.

3.6 Business Mobility IP DECT Live

Note: The Business Mobility IP DECT Live training is a training module for participants that have completed the Business Mobility IP DECT CBT. It gives hand-on experience on important matters like IP Networking, trouble shooting with Performance Analyser, Site Survey etc. And, there are Q&A sessions.

Target Audience:This training is designed for those who require practical knowledge of essential subjects on Business Mobility IP DECT. It is the link between the Business Mobility IP DECT training and Business Mobility IP DECT in real life. This Business Mobility IP DECT Live training is PBX Platform independent.

Course Objective:Upon successful completion of this course you will able to:- install an IP DECT system in a Routed Head Quarter configuration.- install an IP DECT system in a Branch Office configuration. - use the Performance Analyser.- interpret the results of the Performance Analyser.- do a Site Survey.

Entry Requirements:- Before engineers may enrol in this course, they should have followed the Business

Mobility IP DECT CBT (Computer Based Training) training and they should have successfully passed the test with 12 of the 15 questions correct. ** This pre-requisite will be strictly adhered to**.

Duration:2 days

Books:- Customer Engineer Manual for the platform of your choice.- Site Survey Manual.- Additional Info for Site Survey IP DECT.- Administrator guide.- Student Handouts.

Course Subjects:1. Introduction:

- Formalities.2. “Question and Answer” time

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- Time to ask questions based on the CBT results.3. IP DECT installation.

- (Quick) installation of IP DECT.4. Setting up IP DECT in a Routed Head Quarter.

- Quick review of the explanation of a Routed Head Quarter configuration- Setting up a Routed Head Quarter configuration.

5. Setting up IP DECT in a Branch Office Configuration.- Quick review of the explanation of a Branch Office Configuration configuration- Setting up a Branch Office Configuration.

6. IP DECT Performance Analyser.- Short explanation of the IP DECT Performance Analyser.- Short explanation of the results of the IP DECT Performance Analyser.- Practical session: determining the problems in a real life IP DECT System

Archive.7. Site Survey - theory.

- Theory behind the Site Survey.- Radio Signal Propagation.- Preparation of a Site Survey.- Reporting the results.- Use of the Site Survey Tool.

8. Site survey – practice.- Executing a Site Survey

9. Site Survey – using directional antenna’s.- How and where to use directional antenna’s- Practice.

10. Evaluation and Final Test.

3.7 Directory Synchronization & Integration Practicum

Course Objective:After the Practicum, the trainee will be able to:- Understand the prerequisites and requirements of the Directory Synchronization

(DS) model.- Set up and configure the DS configuration.- Troubleshoot the DS configuration.- Integrate the DS configuration with an LDAP source like Microsoft’s Active

Directory.- Integrate MA4000, Expense Management and Business ConneCT with E-mail

services.- Setup MA4000, Expense Management and Business ConneCT with Windows

Authentication.- Setup HTTPS/SSL for MA4000 and Expense Management.- Setup Office and Hotel Integration for Business ConneCT.

Entry Requirements:Trainees must have successfully completed the following training courses and must have gained sufficient field experience on these subjects:• A basic training in SV8300 or iS3000;• MA4000 Configuration Management;• MA4000 Expense Management;• Business ConneCT Installation.

Trainees must have basic knowledge on the following subjects:

• Windows Domains• Windows Security (Policies)• Encryption• SQL Server architecture

Prior to attendance/enrolment in the Practicum one must pass an on-line test. Contact Carla Harris for the URL and password for this entrance exam. Because of the complexity of the subject, we will strictly adhere to the entry requirements.

Duration:3 days.


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- Directory Synchronization Solutions Guide.- Directory Synchronization Administrator Guide.

Course Subjects:The majority of time is reserved for practical exercises in which attendees have to use the different documents to build the Directory Synchronization model.1. Directory Synchronization Introduction

- Architecture2. Installation and configuration

- Configuring Windows Domain, Active Directory, DNS etc.- Installing SQL Server- Installing NECCAS/LMC/MA4000- Installing Expense Management- Installing Business Connect - Preparing the PBX and installing the software.- Setting up E-mail server and client.

3. Directory Synchronization- Setting up LDAP for Active Directory/MA4000 sync- Setting up Aranea for MA4000/BCT configuration- Checking MA4000/Expense Management datasync

4. Windows Authentication (optional*)- MA4000 and Business ConneCT client login based on Windows login account

5. HTTPS/SSL for MA4000/Expense Management (optional*)- Setting up Certification Server- Implement secure communication based on Certificates.

6. BCT Office and Hotel Integrations (optional*)- Dial from Outlook- Outlook Contact popup- Outlook Calendar Integration- Dial from MS Office- Dial from MS Internet Explorer- Website popup- Tapi dialer- Voice Mail to email- Hotel PMS Integration

Note: Optional*: Depending on the time available the trainee can select which topics to implement.

N. B. - Instead of a final test, the quality of the configuration built during the Practicum determines whether or not the attendee successfully completes the course.

3.8 DT300 - DT700 Series Terminals

Course Objective:This course is meant for a Customer / Field Engineer. After the course, the trainee will be able to:- install the DT300 - DT700 terminals;- configure the terminal via local programming or web programming;- handle the IPPhoneManager;- load (new) the firmware;- use the Auto Firmware Upload Tool (SV7000);- create an AutoConfig file;- download an AutoConfig File to a terminal;- use some of the features of SDK;- upgrade a terminal (modularity.

Entry Requirements:The student has had training on a SV8100, SV8300, SV8500, SV7000 system or NEAX2400 system.

Duration:2 days

Books:- Student Handbook.

Course Subjects:1. Platform support2. Terminals range3. Layout4. Features5. Upgradeability6. Configuration setup

- By Terminal- By Web programming- By AutoConfig

7. IPPhoneManager8. Web Manager9. Firmware10. Auto Firmware Upload Tool (SV7000)11. Add-on Modules (not available yet)12. Installation/removal modules

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13. SDK (partly)14. Practice time

3.9 MA4000 System Management

Course Objective:After the course, the trainee will be able to:- Understand the concept of MA4000;- Install and configure MA4000;- Project the ISPBX(s) for MA4000;- Discuss security issues with the IT-Manager- Configure and modify the 2000IPS, SV8300 and iS3000 within the scope of the

MA4000 functions.

Entry Requirements:Has successfully completed the NEC UNIVERGE 2000 IPS Installation Engineer course and/or the iS3000 SIP@Net Basic 1 course and/or NEC UNIVERGE SV8300 Installation course.

Duration:3 days

Books:- Student Handouts;- MA4000 Installation Guide.

Course Subjects:1. MA4000 Introduction


- Preconditions- Installation- Configuration

3. PBX interfacing- Connection to 2000 IPS/SV8300.- Connection to iS3000- MA4000 alarm client

4. Security- Methods of improving MA4000 Security

5. MA4000 Setup:- Logins;- Manager Roles;- MA4000 Setup;- Assistant;

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- Organization;- Alarm setup.

6. Voice System Setup:- Voice System Management;- Voice System Synchronization;- LDAP Server Management.

7. Users and Devices:- User Management;- Extension Management;- Group Management;- Mailbox Management;- Template Management;- Range Programming.

8. Utilities:- LDAP;- Reports;- Audit Logs;- Background Tasks.

3.10 MA4000 Expense Management

Course Objective:After the course, the trainee will be able to:- Understand the concept of MA4000 Expense Management;- Install and configure MA4000 Expense Management;- Project the ISPBX(s) for MA4000 Expense Management.

Entry Requirements:Has successfully completed the MA4000 (Configuration Management) training.

Duration:2 days

Books:- Student Handouts;- MAS 9 Installation Guide.- Accounting v.9 user guide.

Course Subjects:1. MA4000 Expense Management Introduction


- Preconditions- Server preparation: SQL-Server installation- Installation- Configuration- Loading v-lists- Importing data.- Integration with MA4000.

3. PBX interfacing- Connection to 2000 IPS- Connection to iS3000

4. Maintenance- Database maintenance- SQL-server back-up

5. Managing organization utilities:- Managing Organization Personnel;- Managing Telephony Resources;- Managing logins and access rights.

6. Reports:

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- Configuring reports;- User defined reports.

7. Costing:- Introduction;- Categories;- Cost plans;- Routes;- Service providers;- Rates and discounts.

8. Billing:- Price plans.

9. Maintenance:- Monitors:- System settings;- Task manager;- Import / export jobs.

3.11 Marathon EverRun FT/HA and EverRun 2G

Course description:This intensive, classroom course covers the positioning and technical installation and configuration aspects of the Marathon EverRun FT/HA and EverRun 2G productsThrough interactive discussions and hands-on exercises, participants will install and configure the advanced components of the everRun FT/HA and 2G environment, as well as review more in depth troubleshooting scenarios.

Course Objectives:At the end of the course, you will be able to:- Understand the positioning of the EverRun products- Able to handle tenders for the EverRun products and NEC applications and

communication servers.- Understand Marathon virtualization concepts- Describe hardware and software requirements for everRun FT/HA and 2G product

environments- Detail redirection concepts, including network and storage redirection - Understand system upgrades and applying hot fixes - Detail how to harvest logs - Plan, install and configure everRun FT/HA and 2G environments- Use Marathon utilities to monitor and manage your everRun FT/HA and 2G

environments- Plan and execute an upgrade the everRun FT/HA and 2G (multi host)

environments- Identify common troubleshooting issues and provide appropriate support- Describe repair scenarios- Utilize ev commands and other utilities - Plan, install and configure an everRun multi-host environment- Plan, install and configure Split Site

Entry Requirements:• Working knowledge of Intel & AMD server hardware• SCSI, RAID or SAN-based storage configuration knowledge• Microsoft Windows Server 2003/2008 system administration experience• Significant ICT and network knowledge

Duration:5 days

Books:

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- Business C & C primer, proposition, products, pre-sales and solution boundaries presentations.

- everRun FT/HA – Installation & Administration Theory & Lab book- everRun VM/2G – Installation & Administration Theory & Lab book- everRun VM/2G – Advanced Features Theory & Lab book

Course Subjects:1. Introduction:

- Proposition summary Unified Business Communications- Drivers for business continuity and consolidation- Technical primer business C&C- Supported NEC Unified Solutions- Design boundaries and solution requirements

2. Technical Course Overview- EverRun FT/HA Functionality & Requirements- System Architecture- Redirecting Hardware- Networking- Preparation for Installation of everRun FT/HA- EverRun FT/HA Environment Installation- Utilities- Dynamic Upgrade Overview- SplitSite Overview- Upgrades and Hot fixes- Common Troubleshooting- everRun VM/2G Functionality & Requirements- System Architecture- Redirection- Site Preparation- everRun VM/2G Installation- everRun eAC Overview- Protect & Unprotect VMs- Pool Master Failover- Migration of PVMs- Event Error Handling- Upgrades and Hotfixes- Troubleshooting Scenarios- Utilities- Networking Review & Detail- SplitSite- Multi-Host Configuration

- Adding a host- DR Backup & Restore- Exchange Solution Overview- Upgrades- Repair Scenarios & Troubleshooting- Evaluation & Final Test

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3.12 Messenger@Net Basic

Note: The term "Basic" refers to the Commercial "Basic" package for Messenger@Net and not to the technical level of this course. Therefore in this training only the Modules that are delivered in the commercial Basic Package for Messenger@Net are covered. In the Messenger@Net Advanced training, the additional Messenger@Net modules of the Commercial Advanced package are covered.

Course Objective:After the course, the trainee will be able to:- Install Messenger@Net in an existing Network;- Make a working configuration with the available hardware and software. This

working configuration includes all Modules that are supported by the Basic (commercial) product release of the Messenger@Net.

- Do trouble shooting on CE level.

Entry Requirements:- Has successfully completed the Call@Net Basic or at least upgraded to Call@Net

2.8;- Has successfully completed the Business Mobility IP DECT Course- Has successfully completed the Advanced ICT training;- Has working knowledge of Windows 2000 Professional.

Duration:4 days

Books:- Messenger@Net Rel 3.0 CE Manual;- Messenger@Net Administrator Guide;- From the Installation CD-ROM, printed version of the Module Descriptions and

Table Descriptions

Course Subjects:1. What is Messenger@Net2. Concepts and Installation3. Database Types.4. ISPBX configuration.5. Business Mobility (IP DECT) connection.6. Configuration via eCONFIG (and partly via eGRID).7. The eWEB module and setting up the WEB interface.

8. Detailed explanation of the eDMSAPI (Inbound and Outbound) module followed by practical exercises. Connection to Traditional DECT (iS3000) and Business Mobility (IP DECT) are explained in detail.

9. Detailed explanation of the eIO module followed by practical exercises.10. Detailed explanation of the eAPI module followed by practical exercises. 11. Detailed explanation of the eCAP module followed by practical exercises. 12. Detailed explanation of the eESPA module followed by practical exercises.13. Detailed explanation of the eWatchdog, eGuarding, eBackup module followed by

practical exercises.14. Detailed explanation of the eLOG module followed by practical exercises.15. Detailed explanation of the eTaskManager module followed by practical exercises.16. Trouble shooting tools.

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3.13 MobiCall Messenger Solution

Course Objective:After the course, the trainee will be able to:- Install, configure and commission the MobiCall Messenger Solution with incoming

and outgoing interfaces.- Configure customer specific alarm requirements. - Analyse MobiCall System logging.

Entry Requirements:- Basic skills in Windows OS Systems;- Basic knowledge of telecommunication technology (SIP, ISDN)- Basic understanding of PC components and IP technology.

Duration:5 days

Books:- CD of MobiCall with latest Release;- Student handbook;- Personalized NewVoice FTP Account.

Course Subjects:1. Installation of MobiCall Solution2. CAPI Driver, Tool, SQL, WEB, patch handling

- Understanding of MobiCall workflow and alarm processes3. Alarm,- group,- person

- Commissioning of MobiCall platform specific and general settings- Configuration outgoing Interfaces (Broadcasting)

4. Group,- Conference calls (SIP)5. DLMS, SMS, email, (Messaging)6. Dry contacts, Relays, Analog Sensors (Wago)

- Configuration incoming Interfaces7. ESPA4.4.48. GenericPrinter9. Emaiin

- Combine incoming and outgoing Information for complex alarm scenarios- Commissioning of special functions

10. Dect Localisation11. Man down supervision

- WEB GUI Standard Applications

- Implementation of common Hardware12. Wago Controller13. SMS Module14. IP/ V24 Converter (Moxa)

- Backup and System recovery15. WEB Configuration16. Profile and Application Administration17. WEB Applications18. Messenger19. Visualiser20. Conference Board

- WEB Extended User Right Management- System upgrade- 1st/ 2nd Level error tracing, analysis and reporting.

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3.14 NEC UNIVERGE Assured Mobility

Course Objective:After the course, the trainee will be able to:- Understand wireless LAN techniques;- Configure, install and troubleshoot a network based on NEC Assured Mobility

components (WL5100, WL1500 and WLMS);- Implement voice functions on MH250 in combination with 2000 IPS and SV7000

voice platforms;- Implement voice functions on Spectralink SIP WLAN terminal in combination

iS3000.

Entry Requirements:- Knowledge and skills on IP networking;- Knowledge and skills on one of the platforms (2000 IPS, SV7000 or iS3000).

Duration:5 days

Books:Various manuals and presentations will be provided in PDF format.

Course Subjects:1. Introduction;2. WLAN technology;3. Assured Mobility product offer;4. Authentication and Encryption;5. Quality Of Service for converged operation;6. Voice platform aspects;7. MH250 terminal;8. Spectralink SIP terminal;9. SVP server;10. Wireless LAN Management System;11. Radio planning;12. RADIUS service;13. Direct path feature;14. Site survey and diagnostics;15. Final test and evaluation.

3.15 NEC UNIVERGE MH240 for SV8100/SV8300

Course Objective:This course is designed to provide students with knowledge of SV8100 WiFi products, and with the skills required to install, support and troubleshoot such installations.

This course is aimed at engineers who have experience on SV8100 systems, who wish to add these products to their knowledge.


- Understand the basics of 802.11 Wireless LAN’s;- Understand the different security types of 802.11 Wireless LAN’s;- Deploy and position WL1700/WL1500;- Configure WL1700 using the Easy Setup procedure;- Configure MH240 to connect to an SV8100 via WL1700/WL1500;- Upgrade the firmware of the WL1700/MH240;- Upload and download config files to and from the WL1700.

Entry Requirements:- Must have attended an Aspire to SV8100 Migration Course or SV8100 Basic

course or the SV8300 Installation course and have attended the SV8100 VoIP Extension/Networking course.

Duration:2 days


Course Subjects:1. Hardware Introduction.2. SV8100/WL Capacities.3. Introduction to WLAN’s.4. Deployment Guide Overview5. Easy Setup.6. Troubleshooting.

Testing & Certification:A short written test will be undertaken on the final day of the course.

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3.16 NEC UNIVERGE SV8100 Hotel

Course Objective:This one-day course is designed to provide students with advanced knowledge of the SV8100 Hotel solution, including the PMSU, NEC PMS Lite and UM8000 Voicemail hospitality solution with the skills required to install, support and troubleshoot such installations.This course is aimed at engineers who have experience on SV8100 systems, who wish to gain additional knowledge of the Hotel capabilities for the SV8100 system. The course will be particularly advantageous for those engineers who install/support such Hotel applications for the SV8100 system.


- Explain the basic concept of Hotel solutions;- Configure the Hotel features;- Install and Configure PMS adapter.- Install and Configure NEC PMS Lite Hospitality software.- Install UM8000 voicemail for hospitality.

Entry Requirements:- Engineers must have attended SV8100 programming courses and have a

reasonable knowledge of Hotel.

Duration:1 day


Course Subjects:1. Explain the basic concept of Hotel integration.

- Features available, benefits etc.2. Install and Configure Hotel Integration.

- Install and configure Hotel. Configure SV8100 system for Hotel working.3. Configure PMS Solution.

- Explain and configure the PMS functionality using the PMSU adapter.4. Configure NEC PMS Lite Hospitality Solution.

- Explain, install and configure the NEC PMS Lite Hospitality software.5. Configure UM8000 Voicemail Hospitality Solution.

- Explain, install and configure the voicemail hospitality functionality using the

UM8000 voicemail blase.6. Final test.

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3.17 NEC UNIVERGE SV8100 InMail

Course Objective:This one-day course is designed to provide students with advanced knowledge of the SV8100 InMail Voice Mail solution, and with the skills required to install, support and troubleshoot such installations. This course is aimed at engineers who have experience on SV8100 systems, who wish to gain additional knowledge of the Voice Mail capabilities for the InMail system. The course will be particularly advantageous for those engineers who install/support such Voice Mail applications for the SV8100 system.


- Explain the basic concept of InMail;- Install and configure InMail;- Configure Unified Messaging using InMail.- Configure Automated Attendant Solution.


reasonable knowledge of Voice Mail. Experience/Exposure to Microsoft Outlook may be required.

Duration:1 day


Course Subjects:1. Explain the basic concept of InMail.

- Features available, benefits etc.2. Install and Configure InMail.

- Install and configure IntraMail card. Configure SV8100 system for InMail working.

3. Configure Automated Attendant Solution. - Explain and configure the Automated Attendant functionality using InMail.

4. Configure Unified Messaging using InMail. - Explain and configure the InMail and using Microsoft Outlook explain the

configuration of Unified Messaging.5. Final test.

3.18 NEC UNIVERGE SV8100 MyCalls Call Manager

Course Objective:This one - day course is designed to provide students with knowledge of the MyCalls product suite available on the SV8100. Delegates will also learn how to install, support and troubleshoot MyCalls for SV8100.

This course is aimed at engineers who have experience on the SV8100 and wish to gain knowledge of the MyCalls application suite.


- Describe the features available it the different levels of the product;- Understand MyCalls and its Capabilities;- Understand the Pre-installation requirements;- Install and configure MyCalls;- Understand the licensing of MyCalls;- Create and configure Real-Time views;- Understand different installation scenarios;- Troubleshoot installations;- Create, configure and run reports.

Entry Requirements:- Engineers must have attended a SV8100 programming course and have a

reasonable knowledge of PC’s.

Duration:1 day


Course Subjects:1. What is MyCalls.

- An introduction to MyCalls and what it can do.2. Install and Configure MyCalls.

- Specify the PC requirements, configure the SV8100, install MyCalls and use the configuration import tool.

3. Product Scope- Description of the 4 different product levels and the features available in them;

MyCalls, MyCalls Call Manager, My Calls Call Centre, MyCalls Enterprise.

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4. MyCalls Application Tour- A look round at the features available in MyCalls. Configure real-time screens,

add / remove devices, alarms and reports.5. MyCalls Call Manager.

- The extra features available in MyCalls Call Manager. Enhanced alarms, Grade of service, Costing, Organisational view, enhanced reporting.

6. Licensing.- Understand the licensing procedure. How to request and install a license.

7. Final test.

3.19 NEC UNIVERGE SV8100 MyCalls Call Centre / Agent Control

Course Objective:This one – day course is designed to provide students who are familiar with MyCalls the ability to use its Call Centre Capability. Delegates will become comfortable with custom reporting and how MyCalls reports on the SV8100’s ACD. The course also shows the enhanced functionality available using the Agent Control interface. The agent control interface allows ACD agents to login using the MyCalls application and ACD supervisors to flexibly move agents between ACD groups.

This course is aimed at engineers who will be installing ACD, MyCalls Call Centre or Agent Control


- Configure MyCalls Call Centre Agents and Pilot Numbers;- Understand Call Centre Licensing;- Use Grade of Service and Grace Periods;- Create Real-Time User Views;- Analyse Agent Performance;- Create Custom Reports;- Programme Create Custom Reports;- Install and configure Agent Control;- Understand skill based routing.

Entry Requirements:- Engineers must have attended an SV8100 MyCalls / Call Manager course.

Duration:1 day


Course Subjects:1. Why use MyCalls Call Centre.

- MyCalls Call Centre gives a Call Centre manager full visibility of what staff are doing and how efficient they are.

2. Install and Configure MyCalls Call Centre.- Learn the basics on how to configure ACD on the SV8100. Configure MyCalls

to monitor agents.

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3. Install and Configure Agent Control- Learn how to login to ACD groups using the MyCalls application. Discover how

to setup and use Agent unavailable codes for enhanced supervisor monitoring.

4. Key Features- Create daily, weekly, monthly performance reports automatically. Configure

alarms to monitor a call centres performance.5. Agent Reporting.

- Configure reports to look at Agents performance in detail.6. Final test.

3.20 NEC UNIVERGE SV8100 MyCalls Advanced / Enterprise

Course Objective:This one – day course is designed to provide students who are familiar with MyCalls the ability to use its advanced functions and features. The course also covers all aspects of MyCalls Enterprise.

This course is aimed at engineers who wish to gain an understanding of the advanced features available in MyCalls and MyCalls Enterprise.


- Understand the functionality of the different installation scenarios;- Understand how to configure MyCalls Enterprise;- Use Grade of Service and Grace Periods;- Create Real-Time User Views;- Create Custom Reports;- Understand the concept of Users in MyCalls.

Entry Requirements:- Engineers must have attended an SV8100 MyCalls / Call Manager course.

Duration:1 day


Course Subjects:1. MyCalls Advanced Features.

- Understand more about call costing, reporting, users and advanced configuration.

2. Install and Configure MyCalls Enterprise. - Learn about the different ways MyCalls Enterprise can be configured to work.

Understand how reporting and security works for MyCalls Enterprise.3. Final test.

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3.21 NEC UNIVERGE SV8100 MyCalls Call Recorder

Course Objective:This course is designed to provide students with knowledge of the MyCalls Call Recorder. Delegates will learn how to install, support and troubleshoot MyCalls Call Recorder, including Analogue, Basic rate, Primary rate and SIP recording devices.

This course is aimed at engineers who have experience of MyCalls and wish to gain experience of the Call Recorder on either SV8100 or XN120.


- Describe the features available at the different levels of the product;- Understand Call Recorder and its Capabilities;- Understand the Pre-installation requirements;- Install and configure Call Recorder;- Understand the licensing of Call Recorder;- Troubleshoot installations;- Run reports;- Understand different installation scenarios.

Entry Requirements:- Knowledge of XN120 MyCalls or SV8100 MyCalls is required.

Duration:1 day


Course Subjects:1. What is MyCalls Call Recorder?

- An introduction to MyCalls Call Recorder and what it can do2. Install and Configure MyCalls Call Recorder.

- Specify the PC requirements, configure the SV8100, install MyCalls and use the configuration import tool.

3. Product Scope.- Description of the different products and the features available.

4. MyCalls Call Recorder Feature Tour.- A look round at the features available in MyCalls call Recorder.

5. Licensing.

- Understand the licensing procedure. How to request and install a license.6. Final test.

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3.22 NEC UNIVERGE SV8100 UM8000 Voicemail

Course Objective:This two-day course is designed to provide students with advanced knowledge of the SV8100 UM8000 Voice Mail solution, and with the skills required to install, support and troubleshoot such installations. This course is aimed at engineers who have experience on SV8100 systems, who wish to gain additional knowledge of the Voice Mail capabilities for the UM8000 system. The course will be particularly advantageous for those engineers who install/support such Voice Mail applications for the SV8100 system.


- Explain the basic concept of the UM8000;- Install and configure UM8000;- Configure Unified Messaging.


reasonable knowledge of Voice Mail. Experience/Exposure to Microsoft Outlook may be required.

Duration:2 days


Course Subjects:1. Explain the basic concepts.

- Features available, benefits etc.2. Install and Configure UM8000.3. Configure Automated Attendant Solution. 4. Configure Unified Messaging. 5. Final test.

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3.23 NEC UNIVERGE SV8100 VoIP Extension / Networking

Course Objective:This two-day course is designed to provide students with an in-depth knowledge of the SV8100 VoIP extensions and networking capabilities, and with the skills required to install, support and troubleshoot such installations.

This course is aimed at engineers who have experience on SV8100 systems, who wish to improve their knowledge of the VoIP capabilities of the systems. The course will be particularly advantageous for those engineers who install/support the more advanced VoIP scenarios.


- Explain the basic concept of VoIP;- Describe the differences between VoIP Protocols;- Explain the need for QoS;- Describe the SV8100 VoIP capabilities;- Configure the system for IP Precedence/Diffserv;- Troubleshoot VoIP networks;- Install and configure SIP Extensions;- Install and configure NEC IP Phones;- Install and configure the SIP Softphone;- Configure IP Networking using SIP;- Configure NetLink;- Explain SIP Carrier connectivity.

Entry Requirements:- Must have attended an SV8100 VoIP Introduction or Aspire VoIP course and have

a reasonable knowledge of IP Networking. Should also have an understanding of F-Route.

- Only available to engineers employed by NEC Infrontia Authorised Resellers or Distribution Account holders.

Duration:3 days


Course Subjects:

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1. IP Extensions.- NEC IP Phones: Connection of NEC IP Phones (DTerm IP and DT700) to

SV8100- SIP Extensions: Connection of third-party SIP products to SV8100. Limitations

and future capabilities.2. IP Networking.

- SIP Trunks: Explanation of Carrier and Networking modes. - Hands-on Networking mode configuration. Demonstration of Carrier mode

configuration.- NetLink: Implementation of multi-site NetLink.

3. Troubleshooting VoIP.- Standard Networking Tools. Network Sniffers (Ethereal).

Testing & Certification:A short written test will be undertaken on the final day of the course. If successfully completed, the delegate will become an SV8100 VoIP Certified engineer.

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3.24 NEC UNIVERGE UM4730/UM8000 Installation & Configuration

Course Objective:After the course the student will be able to: - install and configure the NEC UNIVERGE UM4730/UM8000 systems:- maintain and manage the NEC UNIVERGE UM4730/UM8000 systems;- use remote maintenance for the NEC UNIVERGE UM4730/UM8000 systems;- use the NEC UNIVERGE UM4730/UM8000 system in an IP Network;- use Email integration;- setup “Hospitality”;- generate reports;- troubleshoot the NEC UNIVERGE UM4730/UM8000 system;- understand some of the basics of the Linux operating system;- upgrade previous Voice Manager systems from Active Voice/Communications;- answer user’s questions.

Entry Requirements:- Has had training and/or experience on the SV8100/SV8300, iS3000 or SV7000

platforms.- Has knowledge of PC’s and basic IP.

Duration:3 days

Books:- NEC UNIVERGE UM4730/UM8000 Training Manual.- NEC UNIVERGE UM4730/UM8000 documentation.

Course Subjects:1. NEC UNIVERGE UM4730/UM8000 basic features;2. RSS Notification;3. Email integration;4. Telephone system integration;5. System administration;6. Visual Messaging Solutions;7. Running reports;8. Hospitality;9. Networking;10. Upgrading previous “Active Voice” systems;11. Trouble shooting;12. Linux OS basics.

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3.25 NEC UNIVERGE UM8000 (In-Skin Unified Messaging) Administrator

Course Objective:After the course the student will be able to: - maintain and manage the NEC UNIVERGE UM8000 systems;- use Email integration/RSS notification;- generate reports;- answer user’s questions.

Entry Requirements:- Has basic knowledge of PCs and a web browser.

Duration:4 hours

Books:- Online documentation.

Course Subjects:1. NEC UNIVERGE UM8000 features;2. RSS Notification;3. Email integration;4. System administration.

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3.26 NEC UNIVERGE UM8000 (Migration) Web Training

Course Objective:After the course the student will be able to: - install and configure the NEC UNIVERGE UM8000 systems:- maintain and manage the NEC UNIVERGE UM8000 systems;- use remote maintenance for the NEC UNIVERGE UM8000 systems;- use the NEC UNIVERGE UM8000 system in an IP Network;- use Email integration/RSS notification;- setup “Hospitality”;- generate reports;- troubleshoot the NEC UNIVERGE UM8000 system;- understand some of the basics of the Linux operating system;- upgrade previous Voice Manager systems from Active VoiceCommunications;- answer user’s questions.

Entry Requirements:- Has completed a MyMail@Net 510 training since January 2006.- Has had training and/or experience with iSPBX systems at least on a Customer

Engineer level.- Has knowledge of PCs and basic IP.

Duration:2 hour web session

Books:NEC UNIVERGE UM8000 Training Manual.

Course Subjects:1. NEC UNIVERGE UM8000 new features since MyMail@Net release 8.1.22. RSS Notification.3. Email integration.4. IP telephone system integration.5. System administration enhancements/changes.6. Upgrading previous “Active Voice” systems.

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3.27 NEC UNIVERGE UM8500 Administrator

Target Audience: - Engineers without any previous MyMail@Net knowledge or experience. They

will also need to follow the NEC UNIVERGE UM8500 Installation & Configuration course.

- For “Train the Trainer” and end user administrators.

Course Objective:After the course the trainee will be able to:- Correctly install, configure, and upgrade a NEC UNIVERGE UM8500 stand-alone

VMS.- Understand the administration, remote maintenance, and backups of the NEC

UNIVERGE UM8500 VMS.

Entry Requirements:- A working knowledge of the Microsoft® Windows® 2003 operating system. - Basic understanding of networking fundamentals.- An entry-level knowledge of telephony applications work.

Duration:2 days

Books:- Students will receive all current VMS documentation on a CD. - Student manual that covers system administration and remote maintenance.

Course Subjects:1. Windows 2003 and Active Directory2. Microsoft Exchange.3. SQL4. Voice Mail System (VMS) administration and maintenance.5. Voice Mail Technology6. Equipment, including fail-over and companion servers.7. Final Test and Certification whereby a grade of 85% must be reached.

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3.28 NEC UNIVERGE UM8500 Installation & Configuration

Target Audience: - Engineers with previous MyMail@Net knowledge and experience. This is also an

advanced class for those that have successfully completed the NEC UNIVERGE UM8500 Administrator course.

Course Objective:After the course the trainee will be able to:- Correctly install, configure, and upgrade a NEC UNIVERGE UM8500 in a mixed

POV and Unified Messaging environment.- Install and configure advanced voicemail clustered systems, including set-up of

the Microsoft Cluster for SQL Servers. - Upgrade a clustered voicemail system.- Install, configure, and troubleshoot clustering for fail-over and notifications in a

voicemail-clustered environment.- Understand the administration, PBX integrations, troubleshooting, remote

maintenance, and backups of the NEC UNIVERGE UM8500 VMS in a mixed POV/ UM and clustered voicemail environment.

- Be able to perform advanced administration, installation and troubleshooting of Windows Servers, Active Directory, Exchange and SQL Servers.

Entry Requirements:- Mandatory is NEC UNIVERGE UM8500 Administrator Certification.

Duration:3 days

Books:- Current VMS documentation on a CD. - Student manual that covers system administration and remote maintenance.

Course Subjects:1. In detail:

- Operating Systems- Networking- Exchange- SQL- Clustering- Fail-over- Active Directory

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- Configuration- Troubleshooting

2. Final Test and Certification whereby a grade of 85% must be reached.

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3.29 SIP Fundamentals and Traces with Wireshark

Course Objective:After the course the trainee will be able to:- Understand SIP protocol;- Understand the Session Description protocol;- Recognize certain SIP features;- Recognize certain SIP problems;- Apply the knowledge to NEC UNIVERGE and 3rd party SIP products;- Generate and analyse SIP traces.

Entry Requirements:Knowledge of and skills in IP networking (i.e. IP addressing, default gateway, switching & routing concepts, DHCP). Successfully completed the VoIP and Quality of Service course or has equivalent knowledge.

Duration:2 days

Books:Handouts

Course Subjects:1. SIP Fundamentals

- SIP Architecture, SIP Call FLow, SIP messages, SIP responses, SIP respond codes;

- Session Description Protocol;- Media Description;- Session description Attributes;- DTMF signalling;- Codec negotiation;- CLIR;- Hold implementation;- P time problems;- SIP and NAT problems.

2. Analysing SIP Call Flows- Use of Wireshark- Tracing call flows- Debugging examples

3. Final Test and Evaluation

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3.30 Voice over IP & Quality of Service

Course Objective:After this course, the trainee will be able to:- Understand VoIP basics;- Understand the meaning of QoS;- Understand and change factors that affect QoS;- Apply the knowledge to NEC UNIVERGE products.

Entry Requirements:Knowledge of and skills in IP networking (i.e. IP addressing, default gateway, switching & routing concepts, DHCP).

Duration:1 day

Books: Handouts

Course Subjects:1. VoIP architecture.2. How to transport voice.3. Tracing VoIP with Ethereal.4. Voice Quality and delay in the Network:

- Mean opinion score- Network quality classes- End-to-delay components

5. Bandwidth consumption:- Bandwidth calculations- Saving Bandwidth

6. Traffic handling:- Delivery services in the WAN- Traffic classification

7. Traffic classification in detail:- 802.1p- IP Precedence- Diffserv

8. Router Queueing Techniques:- FIFO- Priority Queueing- Custom Queueing

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- Weighted Fair Queueing (WFQ)- Class Based WFQ (CBWFQ)- Low Latency Queueing (LLQ)

9. Recommended Classification Values10. Duplex Mismatch11. Test and Evaluation.

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training guide

Documents

nec univerge sv70002400ipx

nec univerge sv8100

nec univerge sv8500

nec univerge sv8100

nec univerge sv8300

net sales support

is3000 sip

sv8500 migration