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

In this 1.5-day seminar, you will learn how to make the most of your CIC investment in the contact center, network with your industry peers, and have the opportunity to ask all those questions you have been wanting to ask.

This seminar provides attendees the knowledge to leverage Interaction Center technology in support of daily operations, as well as short-term and long-term business objectives specific to the contact center environment. During this 2-day seminar, instructors will share configuration and administration best practices for core IC products such as Interaction Administrator, Interaction Attendant, Interaction Supervisor and Interaction Client.

Additionally, attendees will have the opportunity to present specific business scenarios for class discussion and feedback. Focus will be placed on Workgroup/Role organization, ACD attribute design, meaningful KPI reporting, and profitability analysis.

Upon completion, attendees will be equipped with models of effective application of IC software to achieve business objectives. These best practices will benefit both the new customer as well as those who are veteran IC users.

To download the information sheet click: Contact Center Best Practices

For more information, please email: Education

To register: Enroll Now

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What classes do you need in order to update or complete your Interactive Intelligence certification to 3.0?

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2008 - 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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ININ Network Test for North America

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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Interaction Scripter Development - This two-day class covers creating inbound, outbound, and blended scripts using Interaction Scripter. This class assumes a moderate level of experience in programming in HTML and JavaScript.

Interaction Attendant Workshop - This three-day workshop will help you to understand beginning through advanced Attendant operators and abilities.

Contact Center Best Practices - This 1.5 day seminar provides attendees the knowledge to leverage Interaction Center technology in support of daily operations, as well as short-term and long-term business objectives specific to the contact center environment.

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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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Opening for classes April 14!!

Announcing the opening of our brand new, 6-seat training center in Tokyo - This beautifully designed new training center will be supplied with all of the latest supported equipment to provide an exceptional learning experience. The initial classes will be presented in English. By September, the training will be presented in Japanese using English training materials.

Click here to view and register for courses offered in Tokyo or contact your Sales Manager.

For more information, please email: Education.

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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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Interaction Center Certified Professional (ICCP)
Especially for Customers of Interactive Intelligence

What is the ICCP?
Interactive Intelligence Education Services, in conjunction with Support, has defined a new certification path especially for customers running CIC/EIC systems with hardware based telephony platforms. The certification path that you should take is determined by how much support you provide for your system, and what platform your system runs on.

We do not have a partner that provides support to us (We are a Direct Customer). Do we have to have a certified professional on staff?
If you support your system that has a hardware based telephony platform, and call Interactive Intelligence directly when you have issues that you can’t resolve, then you must have at least 1 certified engineer on staff (We recommend 2 or more certified engineers on staff. Only certified engineers can access support from ININ.). Once certified, you will have access to support, License Management, and all areas of the support web-site.

We have a partner that provides support to us (We are an Indirect Customer). Do we have to have a certified professional on staff?
If you call your partner for support issues, you are not required to take certification training. However, training is recommended so that you can better manage your system. If you complete the appropriate certification path for your platform, then you will be given view access to the support KnowledgeBase, view access to your support tickets, and access to other support pages. You will NOT have direct access to ININ support, will NOT be able to download Hotfixes and SUs, will NOT have access to License Management pages, and will NOT be able to open support tickets.

My CIC/EIC system uses HMP? What training should we take?
If your system runs on an HMP SIP-based platform, then you need the Interaction Center VoIP Professional (ICVP) certification – a networking pre-requisite and VoIP Bootcamp. The ICCP is only for those customers that have systems running on Dialogic, Aculab, or TAPI systems.

My IC system is running on a Dialogic platform. What training should we take?
If your system runs on a Dialogic-based platform, then you need ICCP certification – On-line Dialogic hardware simulation, on-line Troubleshooting the IC System, instructor-led IC System Administration class. After the release of IC 3.0, these requirements will be replaced with an ICCP Bootcamp.

My IC system is running on an Aculab platform. What training should we take?
If your system runs on a Aculab-based platform, then you need ICCP certification – On-line Aculab hardware simulation, on-line Troubleshooting the IC System, instructor-led IC System Administration class. After the release of IC 3.0, these requirements will be replaced with an ICCP Bootcamp.

My IC system is running on a TAPI platform? What training should we take?
If your system runs on a TAPI-based platform, then you need
ICCP certification – On-line TAPI simulation, on-line Troubleshooting the IC System, instructor-led IC System Administration class. After the release of IC 3.0, these requirements will be replaced with an ICCP Bootcamp.

I am a Direct customer but I already have 2 certified engineers on staff. Do I have to have them recertify with the new program?
No. If you have met the current requirements, you do not have to recertify.

I am a Direct customer but I don't have time to send anyone to the training. How can I support my system?
If you have no certified engineers on staff, and you are a direct customer, you must contract with Managed Services to provide support for your system. You may contact Managed Services at IMS@inin.com or by phone at +1 (317) 715-8270.

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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. Via the ININ Support website (in order to download): Customers working with an ININ Partner must contact their Partner to receive the downloadable copy.

ININ Direct customers and partners:
1. Go to the ININ Support website http://www.inin.com/Support/index.asp . 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. Under Product Support choose CIC 2.4.
3. Scroll down to "Interaction Client".
4. Choose "Interaction Client (CBT) Tutorial.
5. Choose the version you would like to download.
6. Save the file to your harddrive or network.

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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