support

Standard Training Courses ...

Sytel provides a range of standard training courses at regular intervals. These courses are held at our international headquarters in Aylesbury, in the UK.

A course schedule can be obtained and course bookings made by contacting us at training@sytelco.com

Below is an overview of each of the standard modules aimed at Distributors and Resellers, Integrators, Support Engineers and End Users.

 

5-Day Distributor / Reseller Course

This course is intended for business partners who are interested in reselling the complete Softdial Contact Center (SCC) software suite. The course covers:

  1. Deployment Planning: customer expectations, dialing options, performance measures
  2. Deploying SCC: fresh install and upgrades
  3. System Architecture: CallGem (hosting model for outbound, inbound and IVR), Telephony Gateway (N+1 redundancy for fault tolerance), Campaign Manager (multi-tenant), Scripter (web-based), Publisher.
  4. Softdial Scripter: creating scripts using Designer; runtime issues
  5. Supervisor tools usage: Softdial Phone, Recording Viewer, Softdial Reporter, Alert Monitor, Real-time status viewer
  6. Troubleshooting: hands on experience on a sample campaign run
 

3-Day End User Course

This course is intended for people who are interested in understanding the products usage from marketing or customer services point of view. The course will be mostly hands on and the usage of relevant products will be covered in detail. The course covers:

  1. Softdial Contact Center overview (especially dialer namespace)
  2. Softdial Scripter: intensive training for creating scripts using Designer; runtime issues
  3. Softdial Reporter: generating customized reports with the help of Publisher
  4. Campaign Manager: setting up campaign properties and the database
  5. Supervisor tools usage: Softdial Phone, Recording Viewer, Softdial Reporter, Alert Monitor, Real-time Status Viewer
  6. Supervisor tools: Status Viewer, Recording Viewer and Softdial Phone.
 

3-Day System Engineering Course

This course is intended for people who will be responsible for maintaining the Sytel server and providing first/second line support to client queries. Most of the course will be hands on with emphasis on developing system troubleshooting. The course covers:

  1. Deployment Planning: customer expectations, dialing options, performance measures
  2. Deploying SCC: fresh install and upgrades
  3. CallGem: Predictive dialing and call control, outbound and inbound campaigns, call blending, IVR, hosting capabilities
  4. Telephony Gateway: working with telephony boards, understanding technology used (TDM/IP), understanding logs to identify issues, N+1 redundancy for hosting environment
  5. Troubleshooting: System configurations (including Campaign Manager and Scripter), hands on using sample campaign run, using Softdial Phone.
 

Courses for systems integrators and value-added resellers.

Sytel also runs courses regularly for partners who seek to work closely with our product by either integrating parts of it into their own product suites or adding additional value. These courses are usually specific in nature and are run on an as required basis.

 

If you are an existing Sytel partner or a potential user of Softdial Contact Center and would like to see a typical course synopsis, email us, providing your name and company details along with any questions and details of specific requirements you might have.