8659 Communication courses

Duration 3 Days 18 CPD hours This course is intended for This is an introductory-level course, designed for anyone wanting to learn Linux. Attendees should be comfortable working with computers and the command line, but no other specific skills are required to attend. Overview This skills-focused course is about 50% lab to lecture ratio, combining expert instructor-led discussions with practical hands-on labs that emphasize current techniques, best practices and standards. Working in a hands-on lab environment, guided by our expert practitioner, attendees will explore The Design of Linux Basic Operations File System Basics Wildcards File and Directory Permissions Working with files Executing Programs Using find Filters and other useful commands The vi editor Customizing the user environment Networking/Communications Backups and archiving This hands-on course provides you with an essentials-level foundation in core skills for using any version of Linux. This course focuses on essential skills that ordinary users might use daily when working with Linux. THE DESIGN OF LINUX * A brief history of Linux * The Linux design philosophy * Linux architecture * BASIC OPERATIONS * Logging in and out * The general form of a Linux command * Common commands * Using man pages * Essential commands FILE SYSTEM BASICS * The Linux directory structure * Standard directories * Relative and absolute pathnames * Legal file names * Navigating the filesystem WILDCARDS * Matching one character * Matching many characters * Shortcuts * Wildcard gotchas * Wildcards and ls FILE AND DIRECTORY PERMISSIONS * Viewing permissions * File permissions * Directory permissions * Setting defaults * Changing permissions * Keeping data secure WORKING WITH FILES * Viewing contents * Identifying file contents * Copying and moving * Deleting * Using symbolic links EXECUTING PROGRAMS * Redirecting STDOUT * Redirecting STDERR * Redirecting STDIN * Creating pipelines * Processes attributes * Listing processes * Killing processes * Foreground & background processes USING FIND * Syntax * Finding by name, type, or size * Combining tests * Finding by size, owner, or timestamps * Using xargs with find * Other find options FILTERS AND OTHER USEFUL COMMANDS * What is a filter? * cat: a generic filter * head and tail * grep * sort * wc * other interesting filters THE VI EDITOR * Why vi? * Basic vi operations: navigating, adding, deleting * Advanced operations: buffer management, search and replace, configuration options CUSTOMIZING THE USER ENVIRONMENT * About shells * Shell startup files * Shell variables * Search path * Aliases * Simple shell scripts NETWORKING/COMMUNICATIONS * Reading and sending mail * Remote login * Remote file transfer * Other network utilities (ping, finger, etc) BACKUPS AND ARCHIVING * Checking space used or available * Creating tar archives * Viewing and extracting files from archives * Compression utilities * Working with windows

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course is as follows: Cisco Unified Communications system channel partners and resellers who are responsible for deployment and application engineering for Cisco Unified Contact Center Express customers. System and technical support engineers. Day 1 and Day 2 support personnel. Customers deploying and maintaining Cisco Unified CCX Overview Upon completing this course, the learner will be able to meet these overall objectives: Review Cisco Unified CCX environment components Create prompt recording tools Create a helpdesk script Apply common sense principles for scripting and system management, such as: Prompt, document, and grammar management Using the default script Scripting for proper call termination and ending a script Abandon rates Exception handling Check Agent Availability before and after entering queue Using Java Methods for Holiday and Time of Day routing Setup access and use an external database Define and use skills Script for conditional routing Script for basic callback scenarios Setup and use enterprise data and session management Script for queuing and scheduled callback scenarios Building on the knowledge base and scripting experience learned in the UCCXD class, the student will explore advanced techniques in scripting and overall Cisco Unified CCX functionality. During this five day class the students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX using many of the tools that are already available in the premium version of the product. Students should expect to spend time using the script editor and other tools to create developer tools and enhanced scripts to provide for a more functional and user-friendly customer experience. Activities include creating prompt recording tools, applying common sense scripting principles, creating simple and complex ACD routing scripts, holiday routing, external database access, various callback scenarios such as non-queuing, queuing, and scheduled callbacks, defining and using enterprise data, passing data from one script to another using session management, and much more. Additionally, since this class focuses on complex scripting concepts, it requires the student to learn more about fundamental scripting requirements such as data manipulation and formatting, using variables and array variables, and using Java programming methods. COURSE INTRODUCTION * Learner Prerequisite Skills and Knowledge * Course Goal * Course Objectives * Course Flow * General Administration * Lab Diagram * Please Introduce Yourself LESSON 1: CISCO UNIFIED CCX OVERVIEW * Components of the Cisco Unified CCX Environment * Gateways * Routers * Cisco Unified Communications Manager * Cisco Unified CCX * Script Editor * Cisco Finesse * Cisco Unified Intelligence Center * Cisco Unified CCX Agent * External Servers * Cisco Unified CCX System Cluster Components * Engine * Database Server * Call Flow Terms * The Call Flow * The Debug Process * Reactive * Non-Reactive LESSON 2: PROMPT RECORDING UTILITIES * Prompt Recorder * Emergency Message Recorder LESSON 3: BASIC ACD ROUTING * Review Script Steps used in a Simple ACD Routing Script * Resource Group Routing * Defining the Contact Service Queue * Create a Simple ACD routing script LESSON 4: COMMON SCRIPTING CONCEPTS * Prompt Management * Using the Default Script * Terminating a Call and Ending a Script * Abandon Rates * Exception Handling * Script Interruptions * Check Agent Availability before and after entering queue * Using Java Methods for Holiday and Time of Day routing LESSON 5: ACCESSING AN EXTERNAL DATABASE * Database architecture and supported databases * Setting up the Database Subsystem * Using Database script steps LESSON 6: SKILLS BASED ROUTING * Appling skills to agents * Defining the Contact Service Queue * Specifying the CSQ in the Script LESSON 7: ADVANCED ACD ROUTING * Overflow Routing * When to Overflow * How to get the Data Needed for Making Decisions * Describe Methods of Overflowing LESSON 8: BASIC ACD CALLBACK OPTIONS * Setup the Email Subsystem * Script for Email Notification * Script for Leaving a Recorded Message * Script for Callback when Queue Times have Decreased LESSON 9: ENTERPRISE DATA AND SESSION MANAGEMENT * Define Enterprise Data in Cisco Finesse * Define a Call Variable Layout in Cisco Finesse * Define ECC Variables in the script editor * Set Enterprise Data in the script * Define Session Management * Setup Session Management * Use Session Management to Pass Variable Information Between Scripts LESSON 10: ADVANCED ACD CALLBACK OPTIONS * Leave Queued Message with an Option for Callback * Scheduled Callback

The need for key staff to have commercial skills is paramount, as the public sector is increasingly opened up as a commercial market, in which organisations compete against each other and the private sector for contracts. Generating additional income and being commercially aware is vital for this to be a success, and is what many public sector organisations are looking to do. This programme will help you: * See commercial awareness as not just another skill-set, but as a different mind-set * Use a variety of tried-and-tested commercial, analytical decision-making techniques and tools * Define your commercial objectives * Develop a strategic focus * Start looking at service clients as market segments * Analyse, in a competitive context, your service offering * Plan a commercial strategy, prepare for its implementation and see it through to execution 1 WHAT IS COMMERCIAL THINKING? * Understand what it means to be a commercial thinker * Identifying commercial opportunities often involves not only a different skill set but also a different mindset; looking at the services that you provide 2 DEFINING STRATEGIC COMMERCIAL OBJECTIVES * Defining your key commercial objectives * Prioritising your strategic objectives * Two key strategic planning tools: * Resource and Competency Matrix * PESTLE * How to apply these tools to your particular situation 3 DEVELOPING A STRATEGIC FOCUS * Decision-making on how to compete in the markets identified by your strategic objectives requires a strategic focus * Developing strategic focus * A tool for helping you to make those decisions: using the Ansoff Matrix 4 DEFINING CUSTOMER TARGETS * How to think more commercially by understanding who all your customers are and how they differ from each other * how to apply the principles to your areas to identify the type of customers you have and their key characteristics - Customer segmentation * Who are your customers? How do their needs vary? - Scenarios 5 THE COMPETITIVE MARKET PLACE * Understanding the competitive forces at play * Different types of competition * Analysing your competitive environment using Porter's 5 Forces model 6 MEETING STAKEHOLDER EXPECTATIONS * Two simple models to help you identify the key stakeholders who could influence your commercial environment * How to use your stakeholders to help you achieve your commercial objectives 7 IMPLEMENTATION - SYSTEMS, STRUCTURES AND PROCESSES * Effective commercial activity involves working with others to implement ideas and strategies * What do you need to have in place before you implement your commercial strategy? * How to health-check your organisation prior to implementation using the McKinsey 7S framework 8 IMPLEMENTATION - PEOPLE AND CULTURE * A good commercial strategy only works if the people involved buy in to the ideas and if the culture of the organisation is conducive to the effective implementation * How the latest thinking in behavioural economics can help you develop your culture and people to work commercially 9 TOOLS AND CHECKLISTS * Be more commercial within your sphere of influence using a commercial checklist to help you * Using the checklist as a benchmark against the most commercially aware organisations * Using the checklist as a health check - both corporately and individually

Many people have a misconception about networking events, and lose out on new business opportunities as a result. They either don't appreciate the real benefits and techniques of networking and don't attend events, or they attempt to 'sell on the first date', causing resentment. You can either attempt to make a sale for a quick buck (which is particularly likely to backfire at a networking event), or you can try to open a long-term relationship, creating new opportunities and a high lifetime value customer (which is how it's meant to be done). Networking, when done properly, is an excellent tool for referrals. But you have to appreciate that it's done on the basis of giving rather than receiving and this doesn't always come naturally to sales professionals. The old saying that it's about getting to 'know, like and trust' is still true. This workshop is about having your prospects and customers getting to know, like and trust you, and building that lifetime value as a result. By the end of this programme, participants will be able to: * Understand what networking is - networking etiquette * Know how and where to network * Clarify their objectives - why network * Use the 4 basic questions to start a conversation * Build rapport quickly and easily * Answer the question 'What do you do?' effectively in a few seconds * Deliver a 60-second pitch * Break into a group * Prepare for a network meeting * Identify opportunities * Use tools to assist in networking 1 INTRODUCTION * Aims and objectives 2 WHAT IS NETWORKING? * Why network - objectives and goal setting * Networking etiquette * Preparation - online and offline tools to use * Identify networking opportunities - where to network * Know what you have to offer * 'Know, like and trust' - the process 3 WHAT DO YOU DO? * Answer in 5-10 seconds * Create and deliver a 60-second pitch * Who is your target market? 4 STARTING A CONVERSATION * Breaking into a group * Building rapport * The 4 questions to start a conversation * Moving on 5 COMMUNICATE AND ENGAGE * LISTEN - 4 types of listening skill * Ask powerful questions * Influence - don't sell * What can you do to help others - give to get 6 POWER OF REFERRALS * Who can give you referrals? * When to give or ask for referrals * Have a referral system * Showing appreciation 7 SOCIAL MEDIA AND OTHER ONLINE TOOLS * Using LinkedIn and other social media * Online directories 8 NEXT STEPS * Following up * Arranging one-to-one meetings * Developing relationships

Duration 2 Days 12 CPD hours This course is intended for System Engineers, Administrators, Architects, and Channel Partners Overview After you complete this course you will be able to: Describe the requirements for Jabber deploymentConfigure DNS, CUCM, IM&P, and Active Directory for Jabber integration This training course is designed to provide the necessary skills to deploy a Cisco Jabber© on premise solution. During class, students will train Cisco© Unified Communications administrators to meet the deployment requirements. COURSE OUTLINE * Module 1: Cisco Jabber Overview * Module 2: Requirements for Jabber Deployment * Module 3: Configuring CUCM for Jabber Deployment * Module 4: Configuring IM&P for Jabber Deployment * Module 5: DNS Configuration * Module 6: Installing Cisco Jabber * Module 7: Adding Photos to User * Module 8: URI Dialing * Module 9: Using Jabber Features * Module 10: Collaboration Edge * Module 11: Troubleshooting

Duration 48.125 Days 288.75 CPD hours Cisco Learning Library: Collaboration provides on-demand training to help your IT staff design, implement, manage, and troubleshoot your organization?s collaboration and video infrastructure based on Cisco collaboration and unified communications solutions.This comprehensive technical training library includes full-length interactive certification courses, product and technology courses with labs, and thousands of reference materials. COLLABORATION LIBRARY CERTIFICATION COURSES CCNP COLLABORATION * Implementing Cisco Collaboration Core Technologies (CLCOR) v1.0 * Implementing Cisco Collaboration Applications (CLICA) v1.0 * Implementing Cisco Advanced Call Control and Mobility Services (CLACCM) v1.0 * Implementing Cisco Collaboration Cloud and Edge Solutions (CLCEI) v1.0 * Implementing Automation for Cisco Collaboration Solutions (CLAUI) v1.0 CCIE COLLABORATION * Implementing Cisco Collaboration Core Technologies (CLCOR) v1.0 PRODUCT AND TECHNOLOGY TRAINING * Cisco Video Infrastructure Design (VID) v1.0 * Developing Applications for Cisco Webex and Webex Devices (DEVWBX) v1.0 * Implementing Automation for Cisco Collaboration Solutions (CLAUI) v1.0 * Implementing Cisco Advanced Call Control and Mobility Services (CLACCM) v1.0 * Implementing Cisco Collaboration Applications (CLICA) v1.0 * Implementing Cisco Collaboration Cloud and Edge Solutions (CLCEI) v1.0 * Implementing Cisco Collaboration Core Technologies (CLCOR) v1.0 * Understanding Cisco Collaboration Foundations (CLFNDU) v1.0

Duration 1 Days 6 CPD hours This course is intended for This seminar is intended for individuals who want to gain intermediate knowledge of Leadership and Management. Overview Upon successful completion of this seminar, guests will gain intermediate knowledge of effective leadership communications and learning resource availability. In this seminar, guests will obtain knowledge in Leadership and Management, leveraging New Horizons' Leadership and Professional Development Program. LEADERSHIP SESSION * Leadership and Management Topics ADDITIONAL COURSE DETAILS: Nexus Humans Leadership Seminar training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Leadership Seminar course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 1 Days 6 CPD hours This course is intended for This class is intended for individuals with some level of experience overseeing, managing, or working on projects. Overview Project Management FrameworkInitiatingPlanningExecutingMonitoring and ControllingClosing This one-day course introduces the senior managers, department managers, and other key stakeholders to the principles and processes of project management. PROJECT MANAGEMENT FRAMEWORK * What is a Project? * What is Project Management? * Role of a Project Manager * Project, Program, and Portfolio Management * Strategy, Portfolio, Program, and Project Management * Organizational Goals * Project Selection Criteria * The Project Life Cycle Overview * Case Study Selection INITIATING * Initiating Process Group Overview * Develop Project Charter * Identify Stakeholders PLANNING * Planning Process Group Overview * Develop Project Management Plan * Collect Requirements * Define Scope and Create WBS * Determine Project ROI * Schedule Processes * Cost Management Processes * Plan Quality Management * Plan Human Resource Management * Project Human Resource Difficulties * Plan Communications Management * Risk Management Activities * Plan Procurement Management EXECUTING * Executing Process Group Overview * Team Building * Lessons Learned MONITORING & CONTROLLING * Monitoring and Controlling Process Group Overview * Perform Integrated Change Control * Monitoring and Controlling Processes * Verify Scope CLOSING * Closing Process Group Overview * Close Project or Phase * Close Procurements

Duration 2 Days 12 CPD hours This course is intended for The primary audience for this course is as follows: Network Video Engineer Voice/UC/Collaboration/Communications Engineer Collaboration Tools Engineer Collaboration Sales/Systems Engineer This is a two day instructor-led course that focuses on the skills and knowledge needed to implement and configure a Cisco TelePresence Management Suite and Cisco TelePresence Management Suite Extensions. Students will configure TMS, TMSPE, TMSXE, VCS and UCM for management of endpoints. Students will also learn to Configure and Schedule Conferencing, Administrative Tasks, Set up Microsoft Active Directory Users, Manage Conferences and Provision Devices. INSTALLING CISCO TELEPRESENCE MANAGEMENT SERVER * Windows Server Installation SQL Server Installation Server Pre-requisites and configuration Installing TMS Installing TMS Provisioning Extensions Release and Option Keys Upgrading TMS Backup TMS CONFIGURING CISCO TELEPRESENCE MANAGEMENT SUITE (TMS) * Initial Configuration Endpoint Configuration Adding User Accounts and Profiles Groups and Permissions Active Directory Lookup Configuration Templates Setting Configuration VCS Configuration for TMS Direct Endpoint Management VCS/TMS Direct Managed Endpoint Features CUCM Configuration for TMS Direct Endpoint Management ? CUCM TMS Responsibilities CUCM Responsibilities Findme Configuration Phonebooks & Phonebook Sources BOOKING CONFERENCING * Conference Creation Advanced Conference Settings Booking & Scheduling Conference Monitoring Dial Plans, Configuration Templates Scheduler/Smart Scheduler REPORTING ON TMS * Reporting Basics Creating a Report Using Reporting Templates Bridge Utilization Call Detail Records Billing Code Statistics Conferences System MANAGING AND TROUBLESHOOTING TMS * Using the Logs Cisco TMS Ticketing System Troubleshooting VCS Registrations Troubleshooting CUCM Registrations System Maintenance

Duration 1 Days 6 CPD hours This course is intended for This course is intended for working professionals in various job roles, both native and non-native English speakers, who use formal and informal written communications in the course of business, and who seek to improve their grammar usage. Overview In this course, you will develop the skills to coach for results. You will: Define coaching and determine how you want to coach. Build a foundation for coaching. Establish a coaching process. Execute a coaching plan. Coach teams and coach remotely. As a leader in your organization, you're expected to help people meet or exceed expectations and to help ensure productivity and profitability for the organization. Coaching is a leadership tool that is effective in improving performance and contributing to the goals of the organization. In this course, you will build a foundation for coaching, establish a coaching process, execute a coaching plan, and explore strategies for coaching in different business scenarios. Many different factors can affect employee performance. When performance problems arise, people need to be supported to get back on track and do their jobs well. Coaching is an effective way of confirming an employee's value while improving performance. Coaching contributes to employee retention because it offers the opportunity to grow, provides motivation, and supports learning. Coaching also enhances the image and effectiveness of managers and supervisors. DEFINING YOURSELF AS A COACH * Define Coaching * Determine a Coaching Approach DEVELOPING CORE COACHING SKILLS * Evaluate Performance * Develop Essential Interpersonal Skills ESTABLISHING A COACHING PROCESS * Initiate the Coaching Relationship * Agree on a Coaching Plan EXECUTING THE COACHING PLAN * Coach * Adjust the Coaching Plan * Verify That Goals Have Been Met COACHING IN DIFFERENT BUSINESS SCENARIOS * Coach a Team * Coach Remotely