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For more details: 2009 - Q3 Customer Promotion

For more information on the On-line Passport: On-Line Passport

For details on the Q2 Promo, valid through June 30: 2009 - Q2 Customer Promotion

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For more information or registration details, please email: Education

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For IC System Administrators, Project Managers, Operations Directors, Operations/Sales Manager/Supervisor, Business Planner/Analyst/Forecaster, Workforce Manager/Analyst.

This 5-day class focuses on the development of strategic configurations of users/workgroups/roles to meet profitability objectives. Attendees will be taken through each sub-component of the IA People Container to explore all configuration options available. Focus will be placed on setting appropriate user permissions to ensure resource availability to specific skill-sets. Students will explore IC''s powerful ACD/Skills Based Routing engine, as well as configure Interaction Attendant profiles, schedules, menus, and operations, for both phone and email interaction routing. Material will also focus on Response Management, Client Configuration, Interaction Supervisor® Monitoring and Reporting.

Hours for the course are from 8:30 AM - 5:00 PM Monday-Friday.

This workshop is the third installment in a series of upcoming offerings included in our Unified Business Objectives program.

To download the information sheet click: IC Administration for Operations

For more information, please email: Education

To register: Enroll Now

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For Enterprise Communications Managers, Contact Center Managers, Directors, VPs, Business Planner/Analyst/Forecasters, and IC System Administrators!

This 2-day workshop provides attendees the knowledge to leverage Interaction Center technology and available reporting metrics to best evaluate past performance and to assist in process improvement and forecasting in the future. The course will focus on data fields available in Interaction Supervisor® Historical Reports, and allow students to discern the meaningful metrics for their organizations. Students are invited to bring specific business scenarios to be used in discussions surrounding reports available and customizations made through Report Assistant.

So that you can make the most of your networking opportunities, lunch on both days is included. Hours for the seminar are from 9:00AM - 4:00 PM, with an additional hour (4:00pm – 5:00pm) available to discuss scenarios that are specific to individual organizations.

To download the information sheet click: Interaction Center Reporting

For more information, please email: Education

To register: Enroll Now

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For Contact Center Supervisors, Managers, Directors, and Interaction Recorder Administrators!

This 1 day instructor led course provides the knowledge and skills necessary to successfully incorporate post-call surveys within your specific organization using Interaction Feedback. You will be introduced to the functionality of Interaction Feedback and how specific features and concepts can help your organization capture feedback more completely; to gauge satisfaction levels more precisely and improve service processes accordingly.

To download the information sheet click: Essentials of Interaction Feedback

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In order to ensure that you, our partners, who will be implementing and supporting EIC/CIC/MIC systems and add-ons continue to grow your knowledge with the products, Interactive Intelligence is announcing a program of continuing education requirements for certified engineers. The program will offer a variety of methods by which currently certified engineers can maintain their certifications year after year. The purpose of this program is to ensure that certified engineers continue to update their skills as the products change and grow.

The benefits to our partners:
• Partners will be better informed and more capable of handling advanced support issues
• Partners will be more knowledgeable about new functions and features of the products
• Partners will be aware of add-on products that are available
• Partners will stay up-to-date with what is new in each SU released

The program is defined as follows:

An initial certification (ICCE, ICVP, MICCE) will be valid for 12 months plus the following year. The year after that, the engineer will be required to earn 4 ININ Continuing Education Points per year for continued support access.

• Engineers certified between April 2006 – December 2007 will be required to earn 4 ININ Continuing Education Points per year beginning in 2009.

• Engineers certified between January 2008 – December 2008 will be required to earn 4 ININ Continuing Education Points per year beginning in 2010.

• Engineers certified between January 2009 – December 2009 will be required to earn 4 ININ Continuing Education Points per year beginning in 2011.

1. One continuing education webinar or on-line training class with test = 1 point

           OR

2. One day of approved instructor-led training = 2 points

           OR

3. An additional ININ certification = 4 points

These options are described below:

1. Continuing Education Webinars
These include support webinars on advanced topics, education webinars on new features and functionalities, or on-line classes that cover advanced topics or additional products (such as Interaction Director). An on-line test must be taken and passed after each webinar or on-line class for the continuing education credit to be applied. Each webinar and test, or on-line training class and test is worth 1 point.

Delivery
Webinars, on-line classes, and associated tests will be hosted in the on-line Passport on Training Partner at www.ininuniversity.com. All continuing education candidates must have a unique login to access the webinars, courses, and tests. Candidates will register via on-line registration through education.inin.com to attend the webinars or on-line classes. This will allow us to track candidates’ progress.

Costs
For an on-line continuing education package, the costs to the partner organization will be:
           $2100 for the on-line Passport + the following:
             $250 per login (for the first 1-5 engineers)
             $200 per login (for the next 6-10 engineers)
             $150 per login (for the 11th and beyond engineers)

SDF funds may be used to purchase the On-line Continuing Education Package. The on-line Passport is a dynamic on-line resource which contains all of the current on-line classes, cbts, and helpful “how-to” Smart-Bytes. The continuing education package includes additional continuing education content and quizzes. Individual log-ins are required for each engineer.

Four webinars or on-line classes would fulfill an engineer’s annual requirement for continuing education.

2. Instructor-led training

This includes the following instructor-led classes (Current as of Dec. 2008. Classes may be added to this list. Email education@inin.com for a current list of eligible classes.)

           • Advanced Handler Development (4 days)
           • CIC Handler Development (5 days)
           • IC System Administration (5 days)
           • IceLib Concepts (3 days)
           • Interaction Attendant Workshop (3 days)
           • Interaction EasyScripter Development (2 days)
           • Interaction Recorder Essentials (4 days)
           • Interaction Scripter Development (2 days)
           • Optimizer Deployment & Administration (5 days)

Each day of instruction is worth 2 points. Any one of these classes would fulfill an engineer’s continuing education requirement for 1 year.

3. Additional ININ certifications

This includes the following certifications (Current as of Dec. 2008. Certifications may be added to this list. Email education@inin.com for a current list of eligible certifications.):

           • Interaction Dialer Certified Engineer (IDCE)
           • Interaction Optimizer Certified Engineer (IOCE)
           • Interaction Center Handler Developer (ICHD)

Each certification is worth 4 points. One new certification would fulfill an engineer’s continuing education requirement for 1 year.

It is the partners' responsibility to check their engineers' certification status and make arrangements with ININ Education for completion of 4 ININ Continuing Education Points before December 31. If the Continuing Education is not completed by this date, access to ININ Support will be removed for the individual until the Continuing Education requirements are met.

To download the pdf: Continuing Education Requirement for Partners
For more information, please email: Education

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Due to confusion as to the contents of VoIP Bootcamp, beginning in January, 2009 VoIP Bootcamp becomes VoIP Deployment Bootcamp for CIC. This class will be the second class required for CIC partners to obtain their ICCE certification. The ICCE certification is required for CIC partners. Starting in 2009, it will consist of CIC Installation & Configuration followed by VoIP Deployment Bootcamp for CIC.

A separate class will be available for EIC partners and direct customers titled Interaction Center VoIP Professional Bootcamp. This class will lead to the ICVP certification, which is required for EIC partners and direct customers.

Please note we now offer two schedules for these courses:
IC VoIP Professional Bootcamp 3.0: Monday – Friday 8:30 AM – 10 PM (5 days)
IC VoIP Professional 3.0: Monday – Friday & Monday – Wednesday 8:30 AM – 5 PM (8 days)

VoIP Deployment Bootcamp for CIC 3.0: Monday – Friday 8:30 AM – 10 PM (5 days)
VoIP Deployment for CIC 3.0: Monday – Friday & Monday – Wednesday 8:30 AM – 5 PM (8 days)

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1. Interaction Optimizer Deployment Certification
   Required for partners who deploy and support Interaction Optimizer
   Consists of:
   
   Interaction Optimizer Deployment training class for 1 engineer at an Interactive Intelligence training center
   PSO assistance with first deployment ( to be evaluated as pass/fail by PSO)
   1-year subscription to downloadable, printable, updated Optimizer training materials from Interactive education and PSO
   Package will be available for $13,000.
   After 1-year, partner may renew subscription for updated materials and any Optimizer recertification materials through education for $1000/Optimizer certification (per certified engineer).
   Once the initial requirements for Optimizer deployment certification have been met, additional engineers may become deployment certified by attending the Optimizer Deployment training at an Interactive Intelligence Training Center and passing the certification exam.


2. Interaction Optimizer Support Certification for partners
   Required for partners who support, but do not implement Interaction Optimizer. These partners MUST engage PSO for any Optimizer implementations.
   Consists of:
   
   Interaction Optimizer Deployment training at an Interactive Intelligence training center.


3. Interaction Optimizer Support Certification for direct customers
   Required for direct customers who will be providing level 1 support for Interaction Optimizer.
   Consists of:
   
   Interaction Optimizer Deployment training via the Pathfinder or Replacement PSO packages for up to 4 people

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2009 - 3.0 Certification Requirements

* Accepted 3rd party certifications include:

CompTIA Network+
Cisco CCNA, CCNP, CCVP, CCIE
Microsoft MCSA, MCSE
Juniper Networking JNCIA, JNCIS, JNCIE
Foundry Networking FNCNE, FNCNP, FNCL4-7E, FNCL4-7P
Other certifications may be accepted. Please email gsadmin with credential verification information.

If you do not have one of these certifications, you may qualify to enter the program by taking the on-line ININ Networking pre-test.

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If you start or continue your certification process in 2009, this table shows what classes you will need in order to update or complete your Interactive Intelligence certification to 3.0.

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ININ Network Test

The on-line ININ Network pretest is for those engineers who do not have one of the required third-party certifications, and who must enroll in one of the ININ Certification tracks - ICCE, EICCE, or MICCE. This test will ensure that engineers attending the VoIP Bootcamp or MIC Installation & Configuration have the background necessary to be successful in the class. The test will cover basic networking concepts and understanding, such as:

• Media and Topologies
• Protocols and Standards
• Network Implementation
• Network Support

Network+ study materials can be used to prepare for this exam.

Third-party certifications

If you hold any one of the following third-party certifications, you are not required to take any prerequisite exam. You must provide information for verification purposes when you register for the VoIP Bootcamp.

Other certifications may be accepted. Please email gsadmin with credential verification information.

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The Interaction Dialer Certified Engineer (IDCE) certification will remain in place for engineers who will be implementing and supporting Interaction Dialer. This certification consists of:

• ICCE certification (for partners) OR ICVP certification (for customers)
• Interaction Dialer Installation & Configuration

There will be no Interaction Scripter training in the new Dialer class. If you require training in Interaction Scripter Development, please register for the Interaction Scripter Development class.

Engineers who will be contacting support with Interaction Scripter issues will be required to have completed the Interaction Scripter Development training.

Engineers who will be contacting support with Interaction EasyScripter issues are encouraged to complete the Interaction EasyScripter Development training.

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Essentials of Interaction Feedback - This 1 day instructor led course provides the knowledge and skills necessary to successfully incorporate post-call surveys within your specific organization using Interaction Feedback. You will be introduced to the functionality of Interaction Feedback and how specific features and concepts can help your organization capture feedback more completely; to gauge satisfaction levels more precisely and improve service processes accordingly.

Interaction Center Reporting Workshop - This 2-day workshop provides attendees the knowledge to leverage Interaction Center technology and available reporting metrics to best evaluate past performance and to assist in process improvement and forecasting in the future.

IC Administration for Operations - This 5-day class focuses on the development of strategic configurations of users/workgroups/roles to meet profitablity objectives. This class is the replacement class for IC System Administration.

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Books-On-Demand provide you with fully customizable client training materials that your trainers can use to teach ACD Agents, business users, or Recorder Client users how to use our clients. Included in this package are training materials for the Interaction .NET Client, the Interaction Client Outlook Edition, and the Interaction Recorder Client. The cost is $1000 USD for the current version.

For more information download the pdf: BooksOnDemand

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Here is how you enroll:

1. Choose Instructor Led Course Descriptions or Online Course Descriptions in the left menu bar.
2. Next to the course that you would like to attend, click Schedule.
3. Choose the date you would like to attend the class by clicking Add to Cart. If you are enrolling in an online course, a window will pop up asking you the date you would like to begin taking the course.
4. You can add as many courses for one individual as you need into the cart. Once you have completed your order, choose Check Out.
5. Verify your enrollment, then complete the remainder of the form, including student, billing and payment information.
6. Check the box that tells you that by submitting the form you are approving the order. Hit Submit and your order is complete!

You will receive a confirmation email within 24 hours of enrollment submission. If you do not receive a confirmation email, please contact Education@inin.com.

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To purchase Classroom Manuals for self-study, or Books On Demand client training materials:

1. Select "Purchase Books On Demand or Course Materials" from the sidebar.
2. An email window opens. Include in the email, the materials you would like to purchase, contact information, and mailing address.
3. Someone will contact you to get payment information.
4. Once payment is verified, your materials will be shipped to you via Federal Express.

Books On Demand are available on CD for purchase for $1000. Course materials are available for purchase for $500/set.

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New CBTs (Computer Based Training)

In addition to the existing free CBTs, Education Services now has many additional CBTs available for purchase.If you have any questions regarding the CBTs please contact Education.

These CBTs are completed at the user's desk and can be offered as stand-alone training or as part of a more comprehensive classroom training experience. This training is designed for the end-users of our products.

Instructions to access the FREE CBTs can be found here.

• 3.0 .NET Client Basics CBT - Free
  The 3.0 .NET Client Basics CBT is an interactive tutorial designed to give users a basic understanding of the telephony features of the 3.0 .NET Client in about 1 hour. It covers basic call handling, voice mail, transferring calls, and conferencing calls.
• 2.3 Interaction Client CBT - Free
  The 2.3 Interaction Client CBT is an interactive tutorial designed to give users a complete understanding of the Win32 Interaction Client in about 2 hours. It covers complete phone functionality, conference calls, transferring calls, voice mail, chat sessions, unified messaging, monitoring and working with workgroups, supervisory functions, directories, speed dial, customizing the client.
• 2.4 .NET Client Basics CBT - Free
  The 2.4 .NET Client Basics CBT is an interactive tutorial designed to give users a basic understanding of the telephony features of the 2.4 .NET Client in about 1 hour. It covers basic call handling, voice mail, transferring calls, and conferencing calls.

The following CBTs are available at a retail price of $1000 for an enterprise-wide, 1-year subscription.

• NEW - 3.0 .NET Complete CBT
  This CBT includes everything that is in the 3.0 .NET Client Basics CBT described above, plus working with voicemails, working with other queues and workgroups, directories and speed dial, configuring rules and pages, and how to customize your client.
• 2.4 .NET Complete CBT
  This CBT includes everything that is in the 2.4 .NET Client Basics CBT described above, plus working with voicemails, working with other queues and workgroups, directories and speed dial, configuring rules and pages, and how to customize your client.
• NEW - 3.0 Outlook Client CBT
  This CBT is an interactive tutorial designed to give users of the Outlook Client a basic understanding of the telephony features of the 3.0 Outlook Client. It covers basic call handling, voice mail, transferring calls, and conferencing calls.
• 2.4 Outlook Client CBT
  This CBT is an interactive tutorial designed to give users of the Outlook Client a basic understanding of the telephony features of the 2.4 Outlook Client. It covers basic call handling, voice mail, transferring calls, and conferencing calls.
• 2.4 Interaction Supervisor CBT
  This CBT is an interactive tutorial designed to give users of the Interaction Supervisor a complete understanding of its features and functionality. It includes monitoring queues, setting alerts, managing graphs, working with agents, listening to a call, joining a call, coaching an agent, running reports, monitoring the system, monitoring workgroups.
  

How to access the FREE CBTs:

1. Direct Customers and Partners may download via the ININ Support website: Customers working with an ININ Partner must contact their Partner to receive the downloadable copy.

Click here to download from the ININ Support website.. You must use your Support login credentials to access this site. Login credentials beginning with your email address are strictly for access to License Management and the Partner Portal. If you do not have Support login credentials, please contact cs@inin.com .

2. Indirect and Direct Customers and ININ Partners may access via the ININ University website:

1. In order to access the free CBTs, please click here www.ininuniversity.com and enter the following login credentials: User Name: guest Password: guest
2. Click on the date next to the CBT you wish to access.
3. Under Units, click on the name of the CBT.
4. The CBT will launch and you can begin taking the course.

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Training Credits purchased expire one year from the date of purchase if unused. For more information, please email: Education

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