Post on 19-Dec-2016
Call Center Applications – Training Catalog Page 1
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
CALL CENTER APPLICATIONS Call Handling, Mapping, Data Management / Reporting
Training Catalog April 2017
Call Center Applications – Training Catalog Page 2
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
REVISION HISTORY
Date Author Change
April 5, 2016 D. Geiger Corrected formatting in the VESTA 9-1-1 Agent Train-the-Trainer: 000001-06702 section.
August 25, 2016
D. Geiger Added:
- 000001-06804: VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer
- 000001-08539: Train-the-Trainer Coaching Class
- 000001-06709: VESTA 9-1-1 Additional Agency For Admin Class
Revised:
- 000001-06704 (New Title): VESTA 9-1-1 Administrator for Standard Site (Former VESTA 9-1-1 Standard Administrator)
- 000001-06708 (New Title): VESTA 9-1-1 Administrator For Complex Site (Former Vesta 9-1-1 Advanced Administrator)
- 000001-06803 (New Title and 3 Days): VESTA SMS I&M (Airbus Training Center)
- Section 7.1: Training Program Modification Waiver to be completed and signed by the customer. Changed to completed and signed by the Channel Partner.
Discontinued:
- 000001-06802 (On-Site): VESTA SMS (Text-to-9-1-1) C&M
- 000002-26706 (On- Site): VESTA 9-1-1 Troubleshooting
April 5, 2017 D. Geiger Added:
- 000001-06605: VESTA 9-1-1 Heads Up Display (HUD) Administrator
- Revised:
- Replaced Chicago / Westchester facility information with Brentwood, TN
- 000001-69005 (VESTA Map: Maintenance / Admin / Customer maintains ArcGIS data) changed to 861363-06906
- 000000-24400: VESTA Analytics I&M (Customer Site with mobile unit) changed to 000000-24401
Call Center Applications – Training Catalog Page 3
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
TABLE OF CONTENTS
Table of Contents ------------------------------------------------------------------------------------------ 3
1. INTRODUCTION --------------------------------------------------------------------------------- 5
2. TRAINING CENTERS -------------------------------------------------------------------------- 7
3. PRODUCT LINE OVERVIEW ---------------------------------------------------------------- 8 3.1 VESTA
® 9-1-1 / VESTA
® SMS ----------------------------------------------------------------------------------------- 8
3.2 VESTA® Locate ---------------------------------------------------------------------------------------------------------- 10
3.3 VESTA® Map-------------------------------------------------------------------------------------------------------------- 11
3.4 VESTA® Analytics ------------------------------------------------------------------------------------------------------- 12
3.5 VESTA® Analytics LITE ------------------------------------------------------------------------------------------------ 12
3.6 DataSync------------------------------------------------------------------------------------------------------------------- 12
4. PART NUMBERS -------------------------------------------------------------------------------13 4.1 Installation & Maintenance Training --------------------------------------------------------------------------------- 13 4.2 End User / Customer Site Training ---------------------------------------------------------------------------------- 14
5. INSTALLATION & MAINTENANCE OVERVIEW -------------------------------------15 5.1 Airbus Training Center Classes -------------------------------------------------------------------------------------- 15 5.2 On-Site Classes ---------------------------------------------------------------------------------------------------------- 15 5.3 “By Demand” I&M classes --------------------------------------------------------------------------------------------- 16
6. I&M TRAINING COURSE DESCRIPTIONS ---------------------------------------------17 6.1 VESTA 9-1-1: I&M/Admin --------------------------------------------------------------------------------------------- 17 6.2 VESTA 9-1-1: Troubleshooting -------------------------------------------------------------------------------------- 18 6.3 VESTA SMS: Installation and Maintenance----------------------------------------------------------------------- 20 6.4 VESTA Locate: I&M/Admin ------------------------------------------------------------------------------------------- 22 6.5 VESTA Map: Maintenance/Admin ---------------------------------------------------------------------------------- 23 6.6 VESTA Map: Maintenance/Admin ---------------------------------------------------------------------------------- 25 6.7 VESTA Analytics: I&M/Admin ---------------------------------------------------------------------------------------- 27 6.8 VESTA DataSync: I&M/Admin --------------------------------------------------------------------------------------- 28
7. END USER / CUSTOMER TRAINING OVERVIEW -----------------------------------29 7.1 Recommended Order of Classes ------------------------------------------------------------------------------------ 29 7.2 Normal Class Times----------------------------------------------------------------------------------------------------- 29 7.3 Classroom Requirements ---------------------------------------------------------------------------------------------- 30 7.4 Videotaping / Audiotaping --------------------------------------------------------------------------------------------- 30 7.5 Special Order End User / Customer Site Classes --------------------------------------------------------------- 30
8. END USER / CUSTOMER SITE TRAINING COURSE DESCRIPTIONS -------31 8.1 VESTA 9-1-1: Administrator for Standard Site ------------------------------------------------------------------ 31 8.2 VESTA 9-1-1: Administrator for Complex Site ------------------------------------------------------------------- 32 8.3 VESTA 9-1-1: Additional Agency for Administrator Class ---------------------------------------------------- 34 8.4 VESTA SMS (Text-to-9-1-1) “Delta” Administrator -------------------------------------------------------------- 35 8.5 VESTA SMS (Text-to-9-1-1) “Delta” Agent ------------------------------------------------------------------------ 36 8.6 VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer ------------------------------------------------------------- 37 8.7 VESTA 9-1-1: Agent Train-the-Trainer (TTT) -------------------------------------------------------------------- 38 8.8 VESTA 9-1-1: Train-the-Trainer (TTT) Coaching --------------------------------------------------------------- 38 8.9 VESTA 9-1-1: Agent---------------------------------------------------------------------------------------------------- 39
Call Center Applications – Training Catalog Page 4
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.10 VESTA 9-1-1: IP Phone ----------------------------------------------------------------------------------------------- 40 8.11 VESTA 9-1-1: Heads-Up Display Administrator ----------------------------------------------------------------- 41 8.12 VESTA Locate: Administrator (3 days) ---------------------------------------------------------------------------- 43 8.13 VESTA Locate: Administrator (2 days) ----------------------------------------------------------------------------- 45 8.14 VESTA Locate: Agent Train-the-Trainer (TTT) ------------------------------------------------------------------ 48 8.15 VESTA Locate: Agent-------------------------------------------------------------------------------------------------- 49 8.16 VESTA Map: Administrator ------------------------------------------------------------------------------------------- 50 8.17 VESTA Map: Agent------------------------------------------------------------------------------------------------------ 51 8.18 VESTA Map: Agent Train-the-Trainer (TTT) --------------------------------------------------------------------- 53 8.19 Activity View: Administrator------------------------------------------------------------------------------------------- 54 8.20 VESTA Analytics: Administrator ------------------------------------------------------------------------------------- 55 8.21 VESTA Analytics: Administrator Remote ------------------------------------------------------------------------- 56 8.22 VESTA Analytics LITE: On-Site ------------------------------------------------------------------------------------- 57 8.23 VESTA Analytics LITE: Remote ------------------------------------------------------------------------------------- 58 8.24 VESTA DataSync: Administrator for VESTA Locate ----------------------------------------------------------- 59 8.25 Cutover Coaching-------------------------------------------------------------------------------------------------------- 60 8.26 Custom Training---------------------------------------------------------------------------------------------------------- 61
9. CANCELLATION POLICY -------------------------------------------------------------------62 9.1 Installation & Maintenance / Admin Courses --------------------------------------------------------------------- 62 9.2 End user / Customer courses ----------------------------------------------------------------------------------------- 62
Call Center Applications – Training Catalog Page 5
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
1. INTRODUCTION
ABOUT AIRBUS DS COMMUNICATIONS Airbus DS Communications is a trusted leader in mission critical communication,
emergency notification and P25 land mobile radio. Our history dates back to the 1960's
with the development of single console telephone dispatch systems for utility call centers.
Decades of consistent innovation, advancing technology, and targeted research and
development have provided a solid foundation and ever increasing market share. In fact,
60% of all 9-1-1 calls in the U.S. are received by Airbus DS Communications mission
critical solutions. Twenty-two of the thirty most populous U.S. cities and over 850 federal
installations, including the Department of Defense, trust Airbus DS Communications
solutions.
Today, our solutions include Next Generation 9-1-1 call handling applications, P25 land
mobile radio, emergency notification and Next Generation Core Services. The breadth of
our solutions is unmatched in the public safety, federal and corporate industries.
Technology and, more importantly, communication media and methods of delivery are
evolving at an unprecedented pace. The public safety, federal and corporate systems of
today need to be flexible enough to support these new requirements. Based on a
common technology framework that is standards-based, secure, built on an IP core and
utilizing a flexible, software-driven architecture and commercially available off-the-shelf
hardware, Airbus DS Communications solutions are designed expressly to support next
generation communication requirements simply, powerfully and economically.
As one of our valued customers, we encourage you to take part in our comprehensive,
yet highly flexible education program. The curriculum is designed to ensure your
complete understanding and successful use of the solutions and services of our full-circle
security and communications portfolio. Our Call Center Application courses cover IP-
enabled call center applications, mapping, and data management / reporting. All classes
are led by friendly, knowledgeable product training specialists, dedicated to meeting the
educational requirements of new and returning students alike.
What is critical to you, matters to us. CRITICAL MATTERS®
Call Center Applications – Training Catalog Page 6
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
REFERENCES / CONTACTS
TrainingAdmin@Airbus-DSComm.com ̶ Training, Courseware
Quotes@Airbus-DSComm.com ̶ Sales, Quotes
www.Airbus-DSComm.com/Services/Training ̶ Installation & Maintenance ([I&M) Class Schedule / Registration
https://extranet.peinc.com/ ̶ Partner Portal/Partner Resource Library. Contact your Airbus DS Communications Channel Partner Manager if you require access to this site.
Call Center Applications – Training Catalog Page 7
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
2. TRAINING CENTERS
The Airbus DS Communications’ training centers are located in Temecula, CA and
Brentwood, TN. Each center has state-of-the-art classrooms equipped with all of the
current, up-to-date hardware and software. Our training centers are designed specifically
for learning the solutions of our full-circle Call handling, mapping, and data management /
reporting portfolio. Our skilled and personable training specialists are dedicated to
meeting your unique educational needs. The hyperlinks below provide recommendations
on hotel accommodations and directions to the respective training facilities.
TEMECULA TRAINING CENTER 42505 Rio Nedo Temecula, CA 92590 951.719.2100
http://www.airbus-dscomm.com/services/training/locations/1.php
BRENTWOOD TRAINING CENTER 105 Westpark Drive, Suite 200
Brentwood, TN 37027
615.790.2882
http://www.airbus-dscomm.com/services/training/locations/3.php
Call Center Applications – Training Catalog Page 8
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
3. PRODUCT LINE OVERVIEW
CALL HANDLING
3.1 VESTA® 9-1-1 / VESTA® SMS Our VESTA
® 9-1-1 system establishes the new benchmark for NG9-1-1 call handling. It
combines Session Initiation Protocol (SIP) call handling with advanced Airbus DS
Communications call control technologies to support the emergency and administrative
call taking needs of PSAPs with up to 250 positions. It also includes standard telephony
features, e.g., Automatic Call Distribution (ACD), one-button transfer and dynamic
conferencing. Plus its flexible, open architecture often eliminates the need for a traditional
PBX, reducing call center costs and easily accommodating single and multi-site (geo-
diverse) deployments. Most importantly, the VESTA 9-1-1 system features a highly
configurable and vastly intuitive user interface, enabling familiarity and minimizing your
agents’ learning curve.
The VESTA® SMS solution provides PSAPs the text to 9-1-1 capability they need now
with NENA i3-standards compliancy to assure their readiness for tomorrow. VESTA SMS
makes it easy for agents to receive and manage text messages because of the seamless
integration with Airbus DS Communications’ industry-leading VESTA 9-1-1 Call handling
system. Users can quickly and easily view the SMS queue and respond to individual
messages from the same application they’re already accustomed to, minimizing their
learning curve while ensuring public safety.
Activity View facilitates comprehensive PSAP supervisory monitoring and alerting, agent
queue status and threshold-based alerting using wall displays. Industry leading call
handling capabilities provide the flexibility to choose ACD, skills-based ACD, shared lines
Call Center Applications – Training Catalog Page 9
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
or hybrid operations supporting dynamic conference modes and selective call answer
from the ACD queue. Providing an intuitive roles-based display with PSAP selection at
login, the VESTA 9-1-1 solution delivers multi-PSAP support with individual call
distribution, abandoned calls, contact lists and reporting.
Call Center Applications – Training Catalog Page 10
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
MAPPING
3.2 VESTA® Locate The VESTA
® Locate solution makes it
possible for mission critical Calltakers to
field calls, determine caller locations, and
immediately dispatch the appropriate first
responders. With superior mapping
functionality, an intuitive, information rich
graphical user interface, and scalable
design, the VESTA Locate solution allows
for enhanced customization of its display,
integrates seamlessly with the Airbus DS
Communications VESTA 9-1-1 call taking
platforms, and supports computer-aided
dispatch (CAD) operations.
The VESTA Locate solution can also act as a
standalone mapped ALI system. It provides
multiple configurable map views, access rights
based on user login, and improved user controls for map navigation. With built-in support
of ESRI-compliant Shapefiles and Personal Geodatabases, the VESTA Locate solution
allows customers to utilize their existing ESRI tools to build and maintain map data sets.
The VESTA Locate solution also enables implementation of multiple layers with different
projected coordinate systems as well as differing database structures, and next
generation connectivity allows incorporation of previously inaccessible data layers such
as real time weather overlays and regional datasets.
The VESTA Locate solution also incorporates plug-in technology to converge multiple
mapping capabilities into a single application. Calltakers are notified of incident critical
information such as hazardous materials location or building floor plans. One-way streets,
speed limits, road closures, special events and other traffic impacting attributes are fully
considered in planning the most effective driving directions.
Call Center Applications – Training Catalog Page 11
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
3.3 VESTA® Map As a Next Generation 9-1-1 (NG9-1-1), real-
time mapping application, the VESTA® Map
solution is built on Esri’s ArcGIS for Server, the
most sophisticated Geographic Information
System (GIS) technology available. As a result,
the VESTA Map solution is at the forefront of
all GIS advancements, and becomes the
mapping solution for regional or statewide
NG9-1-1 systems via an Emergency Services
IP Network (ESInet) – enabling resource
sharing and cost savings.
Within PSAPs, the VESTA Map solution provides
Calltakers secure, web-based access to caller locations originating from wireline, wireless
(Phase I and II), VoIP and telematics devices, including text to 9-1-1. Through its
seamless integration with the Airbus DS Communications’ VESTA 9-1-1 solution,
Calltakers can assist first responders in getting to the scene as quickly as possible.
The VESTA Map solution’s robust search, measure, query and data visualization tools
allow PSAPs to quickly and easily discover comprehensive location information. The
open architecture empowers personnel to collaborate easily, using shared drawing and
markup tools such as in-the-field Hazmat mapping.
The VESTA Map solution also integrates with other critical applications, including
Pictometry, Computer Aided Dispatch (CAD), Automatic Vehicle Location (AVL) and real-
time and historic data sources, for a comprehensive mapping and database solution.
Additionally, should Calltakers require use of the Internet, as permitted, the VESTA Map
solution provides access to Google and Microsoft® Bing
® Maps.
Call Center Applications – Training Catalog Page 12
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
DATA MANAGEMENT / ANALYTICS / REPORTING
3.4 VESTA® Analytics The new and improved VESTA
® Analytics
solution offers an advanced, but intuitive
reporting engine and data mining solution, such
as a report providing the duration of delay
between receiving phase 1 and phase 2 ALI
records. It provides easy to run standard reports
while at the same time allowing users to build
customized, ad hoc reports or dashboards.
The VESTA Analytics solution also adds a
number of new emergency call center key
performance indicators (KPIs). Agent efficiency
factor and ready/not-ready ratio are just a
couple of the new KPIs that are automatically pre-calculated and available in the Aurora
solution’s data warehouse.
The VESTA Analytics solution automatically associates related events, simplifying
incident reconstruction, organization, searching and archiving. The Scenario
Management System allows users to create their own associations and save them under
a user defined scenario name. It also offers integration with leading digital logging
recorders so users can retrieve recordings directly.
The VESTA Analytics solution improves efficiencies in staffing, standard operating
procedures and information management by offering a number of features that enhance
the ability of call center management to gather, organize, data mine and report on call
center metrics.
3.5 VESTA® Analytics LITE VESTA
® Analytics LITE is designed for smaller sites that require basic reporting. It
includes the ability to search for a call, export a Call Details Record (CDR), and run a
small set of pre-defined reports. Data is automatically purged after 14 months ensuring
that sites will have access to data for running historical reports, comparing trends, and
maintaining performance.
VESTA Analytics LITE improves the ability to report near real-time information quickly for
sites that have five or fewer call-taking positions and handle fewer than 100,000 calls per
year. VESTA Analytics LITE supports the ability to accept an agent’s role from the CTI
and assigns activities to the specific role providing information for reporting and analysis.
3.6 DataSync An automated map and data updating solution designed to synchronize map data across
LAN/WAN whenever data is updated, saving time and money.
Call Center Applications – Training Catalog Page 13
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
4. PART NUMBERS
The training part numbers for our primary product line are listed below. Full course
descriptions for each class are included in a separate section within this catalog; click on
the product hyperlink below to quickly access the course description. For training course
costs, contact our Sales Department at Quotes@Airbus-DSComm.com.
Note: Airbus DS Communications also offers Installation and Maintenance (I&M) “By
Demand” classes for our non-standard I&M product offering. These products are listed in
the I&M Overview section of this catalog. We also offer End User / Customer Site
“Special Order” classes for our non-standard end user product offering. These products
are listed in the End User Overview section of this catalog.
4.1 Installation & Maintenance Training
CALL HANDLING
VESTA 9-1-1: I&M/Admin 000001-06700 (Airbus Training Center)
000001-26700 (Customer Site/Mobile Unit)
000001-26704 (Regional/Mobile Unit)
10 days
VESTA 9-1-1:
Troubleshooting
000002-06706 (Airbus Training Center)
4 days
VESTA SMS (Text-to-9-1-1):
I&M
000001-06803 (Airbus Training Center) 3 days
MAPPING
VESTA Locate: I&M/Admin 000000-15710 (Airbus Training Center)
000000-25710 (Customer Site/Mobile
Unit)
3 days
VESTA Map: Maintenance /
Admin (Customer maintains
ArcGIS data)
861363-06906 (Customer Site) 3 days
VESTA Map Maintenance /
Admin (GeoComm maintains
ArcGIS data)
000001-69004 (Airbus Training Center) 2 days
DATA MANAGEMENT / REPORTING
VESTA Analytics:
I&M/Admin
000000-04400 (Airbus Training Center)
000000-24401 (Customer Site/Mobile
Unit)
2 days
VESTA DataSync:
I&M/Admin
000000-05800 (Airbus Training Center) 1 day
Call Center Applications – Training Catalog Page 14
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
4.2 End User / Customer Site Training
CALL HANDLING
VESTA 9-1-1: Administrator for Standard Site 000001-06704 1½ days
VESTA 9-1-1: Administrator for Complex Site 000001-06708 2 days
VESTA 9-1-1: Additional Agency in Administrator
Class
000001-06709 4 hours
VESTA SMS (Text-to-9-1-1) “Delta” Administrator 000001-06800 4 hours
VESTA SMS (Text-to-9-1-1) “Delta” Agent 000001-06801 2 hours
VESTA 9-1-1: SMS “Delta” Agent Train-the-Trainer
(TTT)
000001-06804 4 hours
VESTA 9-1-1: Agent Train-the-Trainer (TTT) 000001-06702 1 day
VESTA 9-1-1: TTT Coaching 000001-08539 1 day
VESTA 9-1-1: Agent 000001-06701 4 hours
VESTA 9-1-1: IP Phone 000001-06799 1- 2 hours
VESTA 9-1-1: Heads Up Display Administrator 000001-06605 2 - 4 hours
MAPPING
VESTA Locate: Administrator (3 days) 000001-25714 3 days
VESTA Locate: Administrator (2 days) 000001-25715 2 days
VESTA Locate: Agent Train-the-Trainer (TTT) 000001-55712 1 day
VESTA Locate: Agent 000001-45711 4 hours
VESTA Map: Administrator 000001-69003 4 hours
VESTA Map: Agent Train-the-Trainer 000001-69001 4 hours
VESTA Map: Agent 000001-69002 2 hours
DATA MANAGEMENT / REPORTING
Activity View: Administrator 000001-06074 4 hours
VESTA Analytics: Administrator 000002-24404 1 day
VESTA Analytics: Administrator Remote 000000-24405 4 hours
VESTA Analytics LITE: On-Site 000000-24407 2 hours
VESTA Analytics LITE: Remote 000000-24406 2 hours
VESTA DataSync: Administrator for VESTA Locate 000001-25804 4 hours
CUTOVER COACHING
Cutover Coaching 000001-08538 1 day
CUSTOM TRAINING
Custom Training 000001-09706 1 day
Call Center Applications – Training Catalog Page 15
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
5. INSTALLATION & MAINTENANCE OVERVIEW
Target audience for this curriculum is the technician responsible for installation and/or
maintenance of the selected course. The list of I&M / Admin classes with detailed
information (part numbers, duration, class size, pre-requisites, and class description) is
contained in this section.
For class costs, contact our Sales Department at: Quotes@airbus-dscomm.com
5.1 Airbus Training Center Classes These classes are scheduled at one of our Training Centers at Temecula, CA or
Brentwood, TN (Nashville area). We recommend that you register for a course at least 30
days prior to the beginning of class. For a complete listing of class dates and locations, or
to register for a class, please visit our website at:
http://www.airbus-dscomm.com/services/training/
5.2 On-Site Classes On-Site classes are courses specifically for technicians that are instructed at a
customer’s location. Airbus DS Communications ships a self-contained mobile unit to the
site. Each class can have a maximum of 8 students participating. Shipping and
handling will be a separate charge for each required system. Room requirements for a
Customer Site class include:
Training Room (minimum size 19’ x 19’)
Whiteboard (minimum size 4’ x 6’)
Four 6’ tables (two per student) set up as classroom style
Instructor podium or table for laptop, projector, etc.
One chair for each student and instructor
Projector screen / computer projector
Sufficient number of power outlets for computers, projectors, etc. (at least three)
To order a Customer Site class, contact our Sales Department at Quotes@airbus-
dscomm.com
Call Center Applications – Training Catalog Page 16
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
5.3 “By Demand” I&M classes The following I&M/Admin courses are only available on demand and will be scheduled
once a minimum of four students have requested registration.
Please contact the Training Department at TrainingAdmin@airbus-dscomm.com to
request a Course Syllabus and / or be placed on the list for any of these “by demand”
courses.
MagICTM
I&M/Admin
ORION Aries®
I&M/Admin
ORION MapStarTM
I&M/Admin
PEAbodyTM
I&M/Admin
Sentinel CM I&M/Admin
Sentinel ECS-1000/RescueStar I&M/Admin
Sentinel Patriot 3 I&M/Admin
VESTA SL-100 I&M/Admin
Call Center Applications – Training Catalog Page 17
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
6. I&M TRAINING COURSE DESCRIPTIONS
The target audience for this curriculum is technicians responsible for installation and
maintenance (I&M) of the systems.
CALL HANDLING
6.1 VESTA 9-1-1: I&M/Admin
PART NUMBER
VESTA 9-1-1 I&M/Admin: 000001-06700 (Airbus Training Center)
VESTA 9-1-1 I&M/Admin: 000001-26700 (Customer Site / Mobile Unit)
VESTA 9-1-1 I&M/Admin: 000001-26704 (Regional Center / Mobile Unit)
COURSE DESCRIPTION The course provides technicians with the knowledge to install, configure, and maintain
the VESTA 9-1-1 system. This course does NOT cover SMS / Text-to-9-1-1 content.
(See VESTA SMS (Text-to-9-1-1) I&M class #000001-06803.)
The course content includes:
Introduction to System Architecture / Technology Overview - IPS Basics (Foundations for VoIP/SIP)
Overview of SMS / Text-to-9-1-1 System Architecture
Virtualization / VMWare
SIP Phone Overview
Call Flow
Media Communications Service (MDS)
Data Distribution Service (DDS)
Gateways / 9-1-1 Trunks / Analog Lines / ALI
Console Setup and Configuration
Dial Plans and Ringdowns
Redundancy – Utilizing Failure Scenarios
Critical Product Restoration (CPR) Procedure
Troubleshooting Tools / Guidelines
Configuring EIP Phones
Multi-Agency / Multi-Role Planning / Implementation
Installing and configuring peripheral applications (Activity View, IRR)
DURATION
10 days
Call Center Applications – Training Catalog Page 18
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PREREQUISITES
Computer Literacy: Installing and configuring applications / drivers and using control panels in MS Windows XP
9-1-1: Basic understanding of 9-1-1 communications
PBX /Telephony: Installing voice and data lines and trunks, and installing and configuring any PBX
Networking: Basic knowledge of internet/LAN technology (subnets, routers, firewalls)
Network Diagnostic Tools: Some experience with tools such as Ethereal
Security: Basic knowledge of internet threats/defenses
CERTIFICATION
Each student who successfully completes this course and passes the end of course written assessment with a score of 80% or higher will be certified to install and maintain the VESTA 9-1-1 product.
OFFERED
Airbus DS Communications Training Center (max 12 students)
Customer Site or Regional Center with mobile unit (max 8 students)
6.2 VESTA 9-1-1: Troubleshooting (For VESTA 9-1-1 Certified Technicians)
PART NUMBERS
VESTA 9-1-1 Troubleshooting: 000002-06706 (Airbus Training Center)
COURSE DESCRIPTION The course provides technicians with hands-on exposure to various system related
troubles and how to analyze, isolate, and fix many common problems. Explore the
practical use of several diagnostic tools and logs in the system to assist in
troubleshooting. Review proper database back-up and restore processes in order to
maintain configuration databases. This course does NOT cover SMS / Text-to-9-1-1
Troubleshooting. The course content includes:
Introduction
System architect overview
Single, hosted non-geo diverse, and hosted geo diverse site deployments
Incoming System Call Flow Process
Incoming 911 trunk (CAMA/FXS/MDS/DDS)
Incoming POTS line (POTS/FXO/MDS/DDS)
Incoming PRI line (Admin/M1K/MDS/DDS)
Outgoing System Call Flow Process
Console context builder
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Impact of Role/Agency in Dialing plan
MDS Dialing plans – how the PBX interprets out dialing requests to Gateway
Outgoing regular Admin line (Console/MDS/FXO)
Outgoing DAAL line (Console/DDS/MDS/FXO)
Gateway
Working with Wireshark to isolate a problem
Working with gateway logs to isolate a problem
Trouble shooting gateway problems
Backing up a gateway
Upgrading a gateway
ALI/CAD/TS-4
ALI/CAD flow with various deployments of ALI/CAD using TS-4/Black Box
Using Tracer logs to assist in ALI/CAD issues
Trouble shooting ALI /CAD problems
Consoles
Console setup and configuration utility
SAM settings and customization for multi-agency
Review of Event Notification (Admin versus 9-1-1 calls, conversion of legacy ringers)
IRR configuration with SAM, optimizing for the sites needs
Common SAM issues and what to look for
Isolating and analyzing common Console issues
Using the userActionslog.txt
Servers
Proper way to switch active DDS servers
Backing up and restoring DDS/couch DB
Database Schema Installation and Upgrade Utility
DBS Maintenance Utility_Installer.exe to validate health of DDS couch db
MDS Replication Validation required for upgrades and replication issues
Backing up and restoring MDS
Network Switch
Installing Pumpkin to backup network switch database
Using Pumpkin to restore a network switch database back into operation.
Proper use of port monitoring in isolating problems using Wireshark
Collecting Logs
userActionsLog.txt
Tracer files
Dump files
Log submission to Airbus DS Communications via remote or TEMDropbox
Using VESTA Analytics as a diagnostic tool
Call Center Applications – Training Catalog Page 20
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DURATION
4 days
PREREQUISITES
Certified VESTA 9-1-1 (Release 2 or greater) I&M/Admin course with hands-on experience with system installations / maintenance. Certifications will be verified by Airbus DS Communications Training Administrator.
OFFERED
Airbus Training Center – Airbus DS Communications Training Center (max 12 students)
6.3 VESTA SMS: Installation and Maintenance (For VESTA 9-1-1 Certified Technicians)
PART NUMBERS
VESTA SMS (Text-to-9-1-1) I&M: 000001-06803 (Airbus Training Center)
COURSE DESCRIPTION The course is specifically focused on training the technician on the configuration and
maintenance of the SMS components (Text-to-9-1-1) of the VESTA 9-1-1 system.
The course content includes:
Overview of How SMS / Text-to-911 Works
System architecture overview for Advanced Services Node (ASN)
Installation and Configuration of 6 VMs
MGT-A / MGT-B / Node1 / Node2 / Repo / Tools
Configuration of the application / ConfigPoint
Correlation between the ConfigPoint for SMS and the DDS
Adding new profiles, roles, and SMS queues for existing PSAPs
Successful processing of a text message to the console position
Demo of Open Network Management System (NMS)
New Installs or Upgrades
New Configuration not receiving SMS
SMS messages not received
NOTE: Documentation will be provided for all of the troubleshooting topics listed below. However, due to time constraints, not all topics will be covered in depth in class.
ConfigPoint Access Issues
Maintenance Issues
Shutdown / Reboot VM
Isolation Mode
Maintenance Mode
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Management Services Don't Start When the Management VM is Started
Starting / Stopping Network Element or CM
External Resources
ALI Issues
CAD Issues
TCC Issues
Infrastructure
DNS Service / Time Sync (NTP)
Virtual Machines
CPU Exhaustion
Disk Space
Memory Issues
VM Crashes
Call Location
Location Display Issues
Map Plotting Issues
No Location Info
Call Routing
Failed Call Transfers
Failed Routing Policy
No Text Call Delivery
TCC - End to End Connection
Console Issues
Clearance of the Text Calls window
Disappearance of text MCA assets
No connectivity to ASN
Not configured for connecting to SMS / Node
Statistics Services
Missing MIS Data / No CDR
Poison Messages
How to Collect Logs
DURATION
3 days
PREREQUISITES
Certified VESTA 9-1-1 (Release 2 or greater) I&M/Admin course with hands-on experience with system installations / maintenance. Certifications will be verified by Airbus DS Communications Training Administrator.
OFFERED
Airbus DS Communications Training Center (max 8 students)
Call Center Applications – Training Catalog Page 22
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
MAPPING
6.4 VESTA Locate: I&M/Admin
PART NUMBERS
VESTA Locate I&M/Admin: 000000-15710 (Airbus Training Center)
VESTA Locate I&M/Admin: 000000-25710 (Customer Site / Mobile Unit)
COURSE DESCRIPTION This course occurs prior to the installation of an VESTA Locate system. The course
provides the technician or designated personnel with the knowledge to install, configure,
and maintain the VESTA Locate. The course content includes:
Introduction
System Block Diagram - Explanation of Components and Configurations
Introducing Optional Products (Pictometry, DataSync)
System Installation
Hardware / Software Installation Requirements
Installing System CD, PMC/Universal Components, VESTA Locate Broadcast Server (Optional), VESTA Locate Serial Server (If needed), VESTA Locate
DDE with VESTA
Understanding Templates and Map Projects
Configuring ALI Sources, Setting up ALI Parser / Class of Service Codes on the First Position
Setting up Wireless Rules
Installing the Pictometry Plugin (Fee based Option)
Updating Additional Positions (No DataSync)
Copying the config files, Map Data folder, Template folder
Trouble Shooting the Broadcast Server, DDE Communications, Serial Communications
Assigning Users to Groups and Templates
Using VESTA Locate
Creating / Updating Map Projects Overview (Map Windows)
Working with Templates
Updating Templates (Overview)
Incident locations, Callouts, Wireless, Points of Interest / Zoom Levels
Incident Fields and Incident Display Grids
Discrepancy Recording / Publishing Configuration Data
Global Geocoding Settings, Address Geocoding, Centerline Geocoding
Score Reductions
Standardized Names, Address Dictionary Rules, and Translate Rules
Routing and Preplans
Call Center Applications – Training Catalog Page 23
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DURATION
3 days
PREREQUISITES
Experience with PC hardware and design
Knowledge of TCP/IP, network configuration, and setting up user groups and security levels for users
Experience installing and troubleshooting Windows applications
Knowledge of ESRI’s ArcGIS is not required for installation but is considered highly beneficial towards understanding and supporting all Airbus DS Communications mapping products.
OFFERED
Airbus Training Center – Airbus DS Communications Training Center (max 8 students)
Customer Site with Mobile Unit (max 8 students)
6.5 VESTA Map: Maintenance/Admin (Customer maintains ArcGIS Data)
PART NUMBER
VESTA Map Maintenance/Admin (Customer maintains ArcGIS Data): 861363-06906
COURSE DESCRIPTION This course typically occurs prior to the installation of a VESTA Map system. This course provides the Site Administrator with the knowledge to configure, maintain, and administer the ArcGIS for VESTA Map. The course content includes:
Application Overview
Purpose of the Application
Introduction to Application Tools
System Overview
VESTA Map Utility Overview
GLServer.exe
GLServerconfig.exe
GIS Maintenance Utility
Relate Application Functions to GIS Components
ArcGIS Services and their Functionality to VESTA Map
Overview of ArcGIS Server Manager (services needed for VM / how and why)
MXDs and Related ArcGIS services
Geodatabase and Feature Datasets
Indices Used by Application
Call Center Applications – Training Catalog Page 24
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Server and Load Balancer Management
Updating Feature Level Changes Using the GIS Maintenance Utility (GISMU)
Overview of GISMU Functionality
Pre-update Checklist: Geodatabase and Feature Datasets – Review of Requirements (Checklist)
Run GISMU – Detailed Step-By-Step Process
Post Data Update Checklist
Updating Display and Task Services (Search, Identify, Etc.) Level Changes
Overview of ArcGIS Server Manager (Services Needed for VM / How and Why)
Process Steps – Automated Updates
Process Steps – Manual Updates to Task Services (Search, Identify, Etc.) and Non-Cached Services (Supplemental)
Practical Exercises
Scenarios
Hands-On Using Training Laptops
DURATION
3 days
PREREQUISITES Proficiency with ArcGIS Desktop, specifically creating and working with MXD’s and
geodatabases
Working knowledge of ArcGIS Desktop Table of Contents and Layer Properties
Experience adding, removing, symbolizing, and labeling GIS layers in an MXD
Working knowledge of ArcCatalog
Experience loading template geodatabases
Familiarity with Address Locators and Network Datasets
OFFERED
Customer Site (max 8 students)
Call Center Applications – Training Catalog Page 25
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6.6 VESTA Map: Maintenance/Admin (GeoComm maintains ArcGIS Data)
PART NUMBER
VESTA Map Maintenance/Admin (GeoComm maintains ArcGIS Data): 000001-69004
COURSE DESCRIPTION This course typically occurs prior to the installation of a VESTA Map system. The course
provides the technician or designated personnel with the knowledge to maintain /
administer the VESTA Map system. The detailed course content is as follows:
Introduction to the Course
System Block Diagram with Conceptual / Explanation of Various Components
Troubleshooting GeoLynx Server
911 Call Plotting
GeoLynx Server Errors / GeoLynx Server Administrative module Message Switch Services JQUERY test site
Markups
GeoLynx Server Errors / GeoLynx Server Administrative console ArcGIS Server Manager ArcGIS REST endpoint Mixed environment GeoLynx Server map data folder
Search
GeoLynx Server Errors ArcGIS Server Manager ArcGIS REST endpoint GeoLynx Server Administrative console Map Data Road Index Utility
Base Map and Map Layers
GeoLynx Server Errors / GeoLynx Server Administrative console Services ArcGIS Server Manager ArcGIS REST endpoint
Website is Down
GeoLynx Server Errors / Services Role:Web Server Web config / Web browser
Call Center Applications – Training Catalog Page 26
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Administrator Course Content (includes instruction on Admin Course)
DURATION
2 days
PREREQUISITES
Experience with PC hardware and design
Knowledge of TCP/IP, network configuration, and setting up user groups and security levels for users
Experience installing and troubleshooting Windows applications
OFFERED
Airbus DS Communications Training Center (max 8 students)
Call Center Applications – Training Catalog Page 27
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
DATA MANAGEMENT / ANALYTICS / REPORTING
6.7 VESTA Analytics: I&M/Admin
PART NUMBERS
VESTA Analytics I&M/Admin: 000000-04400 (Airbus Training Center)
VESTA Analytics I&M/Admin: 000000-24401 (Customer Site / Mobile Unit)
COURSE DESCRIPTION This course provides training on the installation, configuration, and administration of
VESTA Analytics. The course content includes:
Introduction
About VESTA Analytics and Components
Displaying Events and Generating Reports
VESTA Analytics Application Manager – VESTA Analytics Elements
VESTA Analytics Archive
Upgrade Utility
CDM (Configuration Data Management)
License Management
Site Management
Users and Groups
Creating VESTA Analytics Users and Permissions
Configure Default User Preferences
Report Groups Configuration
Installing VESTA Analytics
Configuring VESTA Analytics service accounts
SQL Server security
Reporting Services
Restarting IIS
Post installation tasks
Integrating Other Products with VESTA Analytics
Migrating MagIC and Patriot Stats Data (optional)
Basic Maintenance
Archiving, Upgrading, Configuration Data Management, Shift/Work Period Managements, License and Site Management
Installer’s Checklist (a comprehensive list outlining install and configuration tasks to complete prior to use by end users and training efforts)
DURATION
2 days
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© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
PREREQUISITES
Experience with PC hardware and design
Knowledge of TCP/IP, network configuration, and setting up user groups and security levels for users
Experience installing and troubleshooting Windows applications
OFFERED
Airbus Training Center – Airbus DS Communications Training Center (max 8 students)
Customer Site with Mobile Unit (max 8 students)
6.8 VESTA DataSync: I&M/Admin
PART NUMBER
DataSync I&M/Admin: 000000-05800 (Airbus Training Center)
COURSE DESCRIPTION This course typically follows an VESTA Locate I&M course at sites where an enterprise
DataSync solution is installed and ready for use. This course covers the necessary skills
to administrate a DataSync solution in either an enterprise WAN or LAN configuration.
The course content includes:
Introduction
DataSync and VESTA Product Line
Understanding DataSync 4.0 Components
System Block Diagram with Conceptual
Single Call Center (LAN) / Enterprise (WAN) Solution
Configuring and Using DataSync
DataSync Publisher
Vela Publishing
DataSync Client
R1 Distribution Manager (Enterprise Solution)
Maintenance and Troubleshooting
DURATION
1 day
PREREQUISITES
ORION MapStar I&M/Admin or ORION Vela I&M/Admin or VESTA Locate
OFFERED
Airbus DS Communications Training Center (max 8 students)
Call Center Applications – Training Catalog Page 29
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
7. END USER / CUSTOMER TRAINING OVERVIEW
7.1 Recommended Order of Classes Airbus DS Communications recommends the following order of end user / customer
training for the most effective instruction and implementation. For all of our end user
products (Call handling, Mapping, and Data Management / Reporting), Administration
training must be conducted before Agent training in order to get the system prepared and
specifically configured for the Agent training.
1. Administrator
2. Agent Train-the-Trainer (TTT)
3. Agent
4. Cutover Coaching
If the customer changes the recommended order of classes, Airbus DS Communications
requires a Training Program Modification Waiver to be completed and signed by the
Channel Partner. The Airbus DS Communications Project Manager or Project
Coordinator will communicate and manage this process.
7.2 Normal Class Times Unless prior arrangements have been requested and approved in advance:
Mondays are used as travel days for the trainers.
Our training programs begin at 8:00AM and end at 5:00PM with a one hour break for lunch.
Call Center Applications – Training Catalog Page 30
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
7.3 Classroom Requirements We recommend a minimum of one training position per two students for the
most effective training solution.
Class size should not exceed eight students for Admin training and eight students for Agent training.
Designated classroom areas should be sized appropriately for class size, isolated from other activities and include comfortable tables & chairs, white/black board and LCD projector (if required).
NOTE: At minimum, one 9-1-1 test trunk with ALI functionality as well as one administrative line should be available for use during training.
7.4 Videotaping / Audiotaping Videotaping or audiotaping of any training session is not authorized. Please refer any
questions to the Airbus DS Communications Legal Department.
7.5 Special Order End User / Customer Site Classes The following End User / Customer Site courses are considered as special order and
available as requested. Please contact our Training Department at
TrainingAdmin@airbus-dscomm.com to request a Course Syllabus / Course Description.
For class costs and / or to place an order, contact our Sales Department at
Quotes@airbus-dscomm.com.
MagIC Admin
ORION Aries Admin & Agent
PEAbody Admin & Agent
Sentinel CM Admin & Agent
Sentinel CM Agent Train-the-Trainer
Sentinel ECS-1000/RescueStar Activity Tracker
Sentinel ECS-1000/RescueStar Admin & Agent
Sentinel ECS-1000/RescueStar Agent Train-the-Trainer
Sentinel ECS-1000/RescueStar SMART Admin
Sentinel ECS-1000/RescueStar Stats Admin
Sentinel Patriot 3 – Admin & Agent
Sentinel Patriot 3 – Agent TTT
Sentinel Patriot 3 – SIP Phone
Sentinel Patriot® Monitor & Stats – Administrator
VESTA CS Admin & Agent
VESTA CS Agent Train-the-Trainer
VESTA CS Supervisor
VESTA Pallas – Agent
VESTA Pallas – Agent TTT
VESTA Pallas – Standard Administrator
VESTA SL-100 Admin & Agent
VESTA SL-100 Agent Train-the-Trainer
VESTA®
ViewTM
Admin
Call Center Applications – Training Catalog Page 31
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8. END USER / CUSTOMER SITE TRAINING COURSE DESCRIPTIONS
CALL HANDLING
8.1 VESTA 9-1-1: Administrator for Standard Site
PART NUMBER
VESTA 9-1-1 Administrator for Standard Site: 000001-06704
COURSE DESCRIPTION NOTE: This course is designed for smaller PSAPS (less than 10 positions), for sites with one PSAP/Agency and for customers with no roles based routing or no complex/hybrid call flow.
This course is typically one of the first courses to occur during or shortly after the
installation of a VESTA 9-1-1 system in order to set up the application before the Agent /
Calltaker courses. The course covers configuration of the Console end-user application
through to the features that will be used by the PSAP. The course content includes:
Introduction / Overview
Data Distribution Service (DDS)
Adding Agents and Profiles
Selecting Console Permissions
Console Configuration
Configuring the Console Workstation
Designing a Layout
Configuring System Sounds
Configuring Contact Manager, Contexts and Speed Dials
Genovation Keypad Programming (optional)
Basic Enhanced IP Phone Configuration (if applicable and with FE / Technician’s assistance)
Agent Course Content. The Admin course covers all call handling features covered in the Agent course including:
Answering 9-1-1 and admin calls
Call features (hold, park, transfer/conference, ALI request, abandoned calls, Contact Manager, TTY) and IRR
SMS Text-to-911 (if applicable)
System Architecture Overview for SMS / Overview of How SMS / Text to 911 Works
Correlation Between the Configpoint for SMS and the DDS
Adding New Profiles, Roles, and SMS Queues for Existing PSAPs
Handling Emergency Text Calls (Agent / Call Taking Changes)
Text Calls Overview
Pick Up Queued Text Calls
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© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Send Manual and Quick Text Messages
Transfer Text Calls to Agencies
Call Back Abandoned Text Calls
Release and Close Text Conversations
Sort Text Calls
Requesting Location Information
DURATION
1 - ½ days
RECOMMENDED AUDIENCE
PSAP Administrators who are responsible for setting up the Console application for the Calltakers and decision makers about features behavior.
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
Experience in a LAN environment with setting up user groups and security levels for users
In-depth knowledge of PSAP day-to-day operation including call handling requirements
8.2 VESTA 9-1-1: Administrator for Complex Site
PART NUMBER
VESTA 9-1-1 Administrator for Complex Site: 000001-06708
COURSE DESCRIPTION NOTE: This course is required for sites that are implementing Roles Based Routing, Event Notification features, or more complex / hybrid call flows. This two-day class is required for more time to complete multi-roles / layouts, speed dial entries, and call transfer configuration. This includes complex sites with at least two of the following:
Larger sites (> 10 positions) Detailed multi-role assignments Multiple layout requirements based on role Multiple ways to transfer calls that require testing in class
In addition, this training includes call answering schemes that use more than one method based on the type of incoming call. (For example, ACD longest idle for 911 calls and Ring All for Admin calls.)
This course is typically one of the first courses to occur during or shortly after the
installation of a VESTA 9-1-1 system in order to set up the application before the Agent
course. The course covers configuration of the Console end-user application through to
the features that will be used by the PSAP. The course content includes:
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Introduction / Overview
Multi-Agency / Role- Based Planning / Implementation (if applicable)
Data Distribution Service (DDS)
Adding Agents and Profiles
Selecting Console Permissions
Console Configuration
Configuring the Console Workstation
Designing a Layout
Configuring System Sounds
Configuring Contact Manager, Contexts and Speed Dials
Genovation Keypad Programming (optional)
Basic Enhanced IP Phone Configuration (if applicable and with FE / Technician’s assistance)
Agent Course Content. The Admin course covers all call handling features covered in the Agent course including:
Answering 9-1-1 and admin calls
Call features (hold, park, transfer/conference, ALI request, abandoned calls, Contact Manager, TTY) and IRR
SMS Text-to-911 (if applicable)
System Architecture Overview for SMS / Overview of How SMS / Text to 911 Works
Correlation Between the Configpoint for SMS and the DDS
Adding New Profiles, Roles, and SMS Queues for Existing PSAPs
Handling Emergency Text Calls (Agent / Call Taking Changes)
Text Calls Overview
Pick Up Queued Text Calls
Send Manual and Quick Text Messages
Transfer Text Calls to Agencies
Call Back Abandoned Text Calls
Release and Close Text Conversations
Sort Text Calls
Requesting Location Information
DURATION
2 days
RECOMMENDED AUDIENCE
PSAP Administrators who are responsible for setting up the Console application for the Calltakers and decision makers about features behavior.
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
Experience in a LAN environment with setting up user groups and security levels for users
In-depth knowledge of PSAP day-to-day operation including call handling requirements
Call Center Applications – Training Catalog Page 34
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.3 VESTA 9-1-1: Additional Agency for Administrator Class
PART NUMBER
VESTA 9-1-1 Additional Agency for Administrator Class: 000001-06709
COURSE DESCRIPTION
This is an “add-on class” to be purchased with either VESTA 9-1-1 Administrator for
Standard Site: 000001-06704 or VESTA 9-1-1 Administrator for Complex Site: 000001-
06708.
If additional PSAPs / Agencies are included in the same Admin class, then this class
must be purchased for each additional PSAP / Agency to allow time for trunks, lines,
contacts, transfers work, as well as all layouts, speed dials and genovation keypads (if
applicable) are completed. This class is to occur within the same trip as the VESTA
Admin Standard or Admin Complex Site class.
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Administrators who are responsible for setting up the Console application for the Calltakers and decision makers about features behavior.
PREREQUISITES
VESTA 9-1-1 Administrator for Standard Site: 000001-06704, OR
VESTA 9-1-1 Administrator for Complex Site: 000001-06708
Call Center Applications – Training Catalog Page 35
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.4 VESTA SMS (Text-to-9-1-1) “Delta” Administrator
PART NUMBER
VESTA SMS (Text-to-9-1-1) “Delta” Administrator: 000001-06800
COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 Administrators upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform.
This course is typically one of the first courses to occur during or shortly after the
installation of a VESTA 9-1-1 system in order to set up the application before the Agent /
Calltaker courses. The course covers the configuration and use of the SMS/ text-to-9-1-1
end-user application that will be used by the PSAP. The course content includes:
System Architecture Overview for SMS
Overview of How SMS / Text to 911 Works
Correlation Between the Configpoint for SMS and the DDS
Adding New Profiles, Roles, and SMS Queues for Existing PSAPs
Handling Emergency Text Calls (Agent / Call Taking Changes)
Text Calls Overview
Text Calls Window
Text Conversations Window
Text Multiple Call Appearances
Audible Notifications of Text Calls
Visual Indicators of Text Calls
Pick Up Queued Text Calls
From a Call Appearance
From the Text Calls Window
Send Manual and Quick Text Messages
Transfer Text Calls to Agencies
Call Back Abandoned Text Calls
Release and Close Text Conversations
Sort Text Calls
Requesting Location Information
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Administrators who are responsible for setting up the Console application for the Calltakers
Call Center Applications – Training Catalog Page 36
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
Experience in a LAN environment with setting up user groups and security levels for users
In-depth knowledge of PSAP day-to-day operation including call handling requirements
8.5 VESTA SMS (Text-to-9-1-1) “Delta” Agent
PART NUMBER
VESTA SMS (Text-to-9-1-1) “Delta” Agent: 000001-06801
COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 sites upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform. This course typically occurs during or shortly after the installation of a VESTA 9-1-1 system. The course covers the handling of SMS / Text-to-9-1-1 calls. The course content includes:
Overview of how SMS / Text-to-9-1-1 works
Handling Emergency Text Calls (Agent / Call Taking Changes)
Text Calls Overview
Text Calls Window
Text Conversations Window
Text Multiple Call Appearances
Audible Notifications of Text Calls
Visual Indicators of Text Calls
Pick Up Queued Text Calls
From a Call Appearance
From the Text Calls Window
Send Manual and Quick Text Messages
Transfer Text Calls to Agencies
Call Back Abandoned Text Calls
Release and Close Text Conversations
Sort Text Calls
Requesting Location Information
DURATION
2 hours
Call Center Applications – Training Catalog Page 37
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
RECOMMENDED AUDIENCE
PSAP Calltakers
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
8.6 VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer
PART NUMBER
VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer: 000001-06804
COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 sites upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform. This course typically occurs during or shortly after the installation of a VESTA 9-1-1
system. The course consists of the SMS Agent training content, adult learning principles,
how best to teach Agents / Calltakers about SMS / text functionality, a knowledge check,
and a reciprocal teach back session.
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA 9-1-1 system
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
Call Center Applications – Training Catalog Page 38
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.7 VESTA 9-1-1: Agent Train-the-Trainer (TTT)
PART NUMBER
VESTA 9-1-1 Agent Train-the-Trainer: 000001-06702
COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA 9-1-1
system. The course content covers the operational features of the system and the
handling of 9-1-1 and administrative calls in order to train the Agents / Calltakers. The
course consists of the standard Agent training content, adult learning principles, how best
to teach Calltakers about the VESTA 9-1-1 system, a knowledge check, and a reciprocal
teach back session.
DURATION
1 day
RECOMMENDED AUDIENCE
PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA 9-1-1 system.
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills. Prior instructional experience
In-depth knowledge of PSAP day-to-day operation including call handling requirements.
8.8 VESTA 9-1-1: Train-the-Trainer (TTT) Coaching
PART NUMBER
VESTA 9-1-1 Train-the-Trainer (TTT) Coaching: 000001-08539
COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA 9-1-1
system and after a Train-the-Trainer class. This course offers the service of the Airbus
trainer to be a JOB SHADOW in the PSAP when the PSAP trainer is training the agents.
Agent training is 4 hours so this class offers coaching for 2 agent classes.
This TTT Coaching is available in an 8-hr block that can be used in one 8-hour block or divided into two 4-hour blocks not separated by more than 4 hours.
Call Center Applications – Training Catalog Page 39
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
DURATION
1 day
RECOMMENDED AUDIENCE
PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA 9-1-1 system
PREREQUISITES
Student must have already taken the Train-the-Trainer class.
Windows application familiarity including mouse navigation and keyboard skills.
8.9 VESTA 9-1-1: Agent
PART NUMBER
VESTA 9-1-1 Agent: 000001-06701
COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA 9-1-1
system. The course covers the Calltaker features of the system and the handling of 9-1-1
and administrative calls. The course content includes:
Getting Started
Logging On / Off / Starting and Exiting the Console / Main Screen Buttons
Basics of Answering 9-1-1 and Administrative Calls
Call Flow
Answering Emergency Calls / Administrative Calls
Call Information Window / Line Button State Indicators
Placing a Call on Hold / Retrieving / ACD Calls / Mute
Multiple Participant Features
Transferring / Conferencing / Joining a Call / Using Call Park
Blind vs. Supervised Transfer
Additional Features
Performing a Manual ALI Request / Sending ALI to Emergency Response Agency
Automatic Ringback / Accessing Previous Calls
Using Contact Manager / Searching Contacts
Using the Keypad / Redialing Numbers / Handling Abandoned Calls
TTY Calls (Emergency and Administrative)
IRR
SMS / Text-to-9-1-1-(if applicable)
Overview of How SMS / Text to 911 Works
Handling Emergency Text Calls (Agent / Call Taking Changes)
Text Calls Overview
Call Center Applications – Training Catalog Page 40
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Text Calls Window
Text Conversations Window
Text Multiple Call Appearances
Audible Notifications of Text Calls
Visual Indicators of Text Calls
Pick Up Queued Text Calls
From a Call Appearance From the Text Calls Window
Send Manual and Quick Text Messages
Transfer Text Calls to Agencies
Call Back Abandoned Text Calls
Release and Close Text Conversations
Sort Text Calls
Requesting Location Information
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Calltakers
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills.
8.10 VESTA 9-1-1: IP Phone
PART NUMBER
VESTA 9-1-1 IP Phone: 000001-06799
COURSE DESCRIPTION This course is typically taught during, or shortly after, the installation of a VESTA 9-1-1
system and its accompanying IP phone system. The course content procedurally
describes – and illustrates – the end-user features and operation of the phone system.
DURATION
1-2 hours
Call Center Applications – Training Catalog Page 41
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
RECOMMENDED AUDIENCE
PSAP Calltakers, Supervisors, Administrators, Administrative Assistants, and IP Phone End Users
PREREQUISITES
Familiarity with multi-line telephones and their features, such as conferencing and call transferring.
8.11 VESTA 9-1-1: Heads-Up Display Administrator
PART NUMBERS
VESTA 9-1-1: Heads-Up Display Administrator: 000001-06605
COURSE DESCRIPTION This course is designed to provide the Call Center Administrators with an understanding
of Heads-Up Display (HUD) components and how to perform the limited configuration
options that Administrators can implement. The course content includes:
Introduction / Overview of HUD
Deployment Models, Templates, Thresholds (Visual, Audio Alerts) and System Architecture
HUD InView (Optional)
Login
Select Templates to Display
Assign Shortcuts to Templates
Logout
HUD Design Studio Lite
Server or Client Access
User Login
Create and Modify Priority Messages
Create and Modify Ticker Messages
Design Studio Lite – Logout
Data Manager Tool
Add, Delete, Change or Rename Users
Change User Passwords
HUD Template Change Requests
How to Request Template Changes to Airbus DS Communications (Layout, Logo, Colors, Content, Audio Alerts)
Call Center Applications – Training Catalog Page 42
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
DURATION
2-4 hours
RECOMMENDED AUDIENCE
PSAP Administrators
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
Call Center Applications – Training Catalog Page 43
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
MAPPING
8.12 VESTA Locate: Administrator (3 days)
PART NUMBER
VESTA Locate (formerly ORION Vela) Administrator: 000001-25714
COURSE DESCRIPTION This course typically occurs after the installation of a VESTA Locate system. The course
provides the student with the knowledge to update, configure, and maintain VESTA
Locate. Due to network security, in some cases the technical support provider will copy
all files to all VESTA Locate workstations. The course content includes:
Introduction to the Course
System Block Diagram with Conceptual - Explanation of Installed Components
Introducing Optional Products (Pictometry, DataSync)
Using VESTA Locate
Logging In / The Interface / Server Connections
Using the Legend / Overview Map / Magnifier
Understanding Scales
Selection Tools
Zoom In / Zoom Out
Full / Previous / Next Extent
Pan Map
Toggle Orthos
Managing Hot Spots
Identifying Map Features
Select by Attributes / Zoom to Selected
Measuring Distance / Measuring Area / Previous Measurements
Using Hyperlinks
Clearing Map Graphics / Redisplaying Incident Graphics
Address / Street / Intersection Search
Points of Interest (POI)
Milepost Search
Map Coordinates / Latitude Longitude Search
Preplans
Using the View Menu / Print Designer / Print Templates
Exporting Text Files / Map Window / Exporting based on Buffers
Selecting by Attribute
Working with Road Closures and Restrictions
Zooming to X, Y Coordinates
Working with Driving Directions
Viewing all Incidents
Toggling Ortho Layers
Working with InfoTips
Call Center Applications – Training Catalog Page 44
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Using the View Menu
Incident Grids
Match Scores
Create Incident Tool
Working with Callouts
ALI Incidents / Change Address / Raw ALI
Searching within a Cell Sector
Printing Incidents / Viewing Preplans / Removing Incidents
Reviewing the Output Window
Reviewing / Resolving / Archiving Discrepancies
Zoom Tools
Creating Map Projects (Map Windows)
Map Project Properties
Adding Supported Data Types
File Based / Web Based Data Types
Layer Visibility / Layer Selection / Grouping Layers / Layer Properties
Customizing Toolbars
Configuring Info Tips
Enabling Quick Boxes
Managing Default Hot Spots
Using the Legend
Setting up an Overview Map
Customizing the Window and toolbar Layout (DataSync Publish)
Saving Map Projects (DataSync Publish)
Working with Templates
Loading / Adding / Copying / Saving Templates
Creating Users / Groups (User Permissions)
Assigning Users to Templates and Groups
Updating Templates
Incident Map Settings / Adding Custom Maps
Reviewing the ALI Source / Updating the ALI Parser
Updating Class of Service Codes
Setting up wireless rules
Incident Location Settings / Search Location Settings
Class of Service Icons / Call Nature Icons
Fading and Timeout Settings
Setting Incident Behavior Options
Configuring Wireless Options / Points of Interest / Zoom Levels
Incident View Settings (Plot and Zoom)
Configuring Incident Fields / Incident Grids / Callouts
Enabling Discrepancy Recording
Setting the default Print Template
Enabling plug-in extent notification
Saving and Publishing Templates (DataSync)
Global Geocoding Settings / Address Geocoding Options / Centerline Geocoding Options
Configuring Standardized Names / Address Dictionary Rules / Translate Rules
Setting up the Routing Engine / Configuring Road Closures and Restrictions
Creating Predefined Routing Locations
Call Center Applications – Training Catalog Page 45
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Creating / Viewing / Modifying Preplans
Updating Additional Positions
Updating Additional Positions (No DataSync)
DURATION
3 days
RECOMMENDED AUDIENCE
PSAP Administrators and GIS professionals responsible for updating map data and setting operational preferences
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
Knowledge of mapping applications is a plus
8.13 VESTA Locate: Administrator (2 days)
PART NUMBER
VESTA Locate (formerly ORION Vela) Administrator: 000001-25715
COURSE DESCRIPTION This course typically occurs after the installation of a VESTA Locate system. The course
provides the student with the knowledge to update, configure, and maintain VESTA
Locate. Due to network security, in some cases the technical support provider will copy
all files to all VESTA Locate PCs. Please note:
This course is intended for smaller PSAPs (less than 6 positions) and PSAPs that have minimal (less than 8) GIS layers to configure.
This course is a condensed version of the 3 day VESTA Locate Administrator Training. The shorter duration of the course means that less hands-on time will be given to adjust and reconfigure symbology and map design.
This course could also be used as refresher training for larger and more complex sites.
With GIS Solutions Engineering approval, this course could be used for sites with Advanced GIS Support and capabilities that do not require extended time configuring map displays.
The course content includes:
Introduction to the Course
System Block Diagram with Conceptual
Explanation of Installed Components
Call Center Applications – Training Catalog Page 46
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Introducing Optional Products (Pictometry, DataSync)
Using VESTA Locate
Logging In / The Interface / Server Connections
Using the Legend / Overview Map / Magnifier
Understanding Scales
Selection Tools
Zoom In/ Zoom Out
Full Extent / Previous Extent / Next Extent
Pan Map
Toggle Orthos
Managing Hot Spots
Identifying Map Features
Identify and Compare Map Features
Select by Attributes
Zoom to Selected
Measuring Distance / Measuring Area
Previous Measurements
Using Hyperlinks
Clearing Map Graphics
Redisplaying Incident Graphics
Address Search / Street Search / Intersection Search
Points of Interest (POI)
Milepost Search
Map Coordinates / Latitude Longitude Search
Preplans
Using the View Menu / Print Designer / Print Templates
Exporting Text Files / Map Window / Exporting based on Buffers
Selecting by Attribute
Working with Road Closures and Restrictions
Zooming to X, Y Coordinates
Working with Driving Directions
Viewing all Incidents
Toggling Ortho Layers
Working with InfoTips
Using the View Menu
Incident Grids
Match Scores
Create Incident Tool
Working with Callouts
ALI Incidents / Change Address / Raw ALI
Searching within a Cell Sector
Printing Incidents
Viewing Preplans
Removing Incidents
Reviewing the Output Window
Reviewing, Resolving and Archiving Discrepancies
Pictometry in Vela (Fee Based Option)
Zoom Tools
Creating Map Projects (Map Windows)
Map Project Properties
Map Options Map Linking
Call Center Applications – Training Catalog Page 47
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Working Directory Map Project Projection Measurement Options
Adding Supported Data Types
Layer Visibility
Layer Selection
Grouping Layers
Layer Properties
Customizing Toolbars
Configuring Info Tips
Enabling Quick Boxes
Managing Default Hot Spots
Using the Legend
Setting up an Overview Map
Customizing the Window and toolbar Layout (DataSync Publish)
Saving Map Projects (DataSync Publish)
Working with Templates
Loading Templates
Adding Templates
Copying Templates
Saving Templates
Creating Users
Creating Groups (User Permissions)
Assigning Users to Templates and Groups
Updating Templates
Incident Map Settings / Adding Custom Maps
Reviewing the ALI Source / Updating the ALI Parser
Updating Class of Service Codes
Setting up wireless rules
Incident Location Settings / Search Location Settings
Class of Service Icons
Call Nature Icons
Fading and Timeout Settings
Setting Incident Behavior Options
Configuring Wireless Options / Points of Interest / Zoom Levels
Incident View Settings (Plot and Zoom)
Configuring Incident Fields / Incident Grids / Callouts
Enabling Discrepancy Recording
Setting the default Print Template
Enabling plug-in extent notification
Saving and Publishing Templates (DataSync)
Global Geocoding Settings / Address Geocoding Options / Centerline Geocoding Options
Setting Score Reductions
Configuring Standardized Names / Address Dictionary Rules / Translate Rules
Setting up the Routing Engine
Configuring Road Closures and Restrictions
Creating Predefined Routing Locations
Creating, Viewing and Modifying Preplans
Call Center Applications – Training Catalog Page 48
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Updating Additional Positions
Updating Additional Positions (No DataSync)
DURATION
2 days
RECOMMENDED AUDIENCE
PSAP Administrators and GIS professionals responsible for updating map data and setting operational preferences
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
Knowledge of mapping applications is a plus
8.14 VESTA Locate: Agent Train-the-Trainer (TTT)
PART NUMBER
VESTA Locate (formerly ORION Vela) Agent Train-the-Trainer: 000001-55712
COURSE DESCRIPTION This course provides the PSAP Trainer with the skills necessary to train other PSAP
employees on how to utilize the features that have been enabled in VESTA Locate. The
course consists of the standard Agent training content, adult learning principles, how best
to teach Calltakers about the VESTA Locate system, a knowledge check, and a
reciprocal teach back session.
DURATION
1 day
RECOMMENDED AUDIENCE
PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA Locate system
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
Prior instructional experience
In-depth knowledge of PSAP day-to-day operation including call handling requirements
Call Center Applications – Training Catalog Page 49
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.15 VESTA Locate: Agent
PART NUMBER
VESTA Locate (formerly ORION Vela) Agent: 000001-45711
COURSE DESCRIPTION This course provides the PSAP Calltaker/Dispatcher with the skills necessary to utilize
the features that have been enabled on a VESTA Locate workstation. The course content
includes:
Logging In / Interface / Server Connections / Using Legend, Overview Map, and Magnifier
Scales / Selection Tools / Zoom In / Zoom Out / Zoom Tools
Full Extent, Previous Extent, and Next Extent
Pan Map / Toggle Orthos / Managing Hot Spots / Identify and Compare Map Features
Measuring Distance / Area and Previous Measurements
Clearing Map Graphics / Redisplaying Incident Graphics
Address / Street / Intersection Search / Points of Interest
Map Coordinates / Latitude Longitude Search / Preplans
Using View Menu, Print Designer, and Print Templates
Exporting Text Files / Map Window, Exporting based on Buffers
Working with Road Closures and Restrictions / Driving Directions
Toggling Ortho Layers
Working with InfoTips / Using the View Menu
Incident Grids / Create Incident Tool
ALI Incidents / Raw ALI
Printing Incidents, Viewing Preplans, Removing Incidents
Reviewing, Resolving and Archiving Discrepancies
Pictometry – Set Sync with Vela option (Note: Pictometry training is not included.)
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Calltakers and/or Dispatchers
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
Call Center Applications – Training Catalog Page 50
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.16 VESTA Map: Administrator
PART NUMBER
VESTA Map Administrator: 000001-69003
COURSE DESCRIPTION NOTE: This class is designed where GeoComm is responsible for ArcGIS maintenance.
This course typically occurs after the installation of a VESTA Map system. The course
provides the student with the knowledge to set operational preferences for VESTA Map.
The detailed course content is as follows:
Overview of Agent Class
Logging In / Changing and Resetting Password
Overview of VESTA Map Screen
Message Center
Help Buttons (Main Screen and Features)
Basic Map Features
Map Tools
Zoom In / Out / Pan Map Extent (Previous, Next, Full) Measure
Identify (Coordinates / Print / Layer Menu / Trash)
Overview Map / Map Tips / Grid
Advanced Map Features
Search (Address, Intersection, X/Y Coordinates, Advanced Search)
Features Toolbar - 911
Call Data Responders Reporting ANI/ALI Discrepancies (If purchased) Possible Locations
Features Toolbar - Views
Adding / Deleting
Features Toolbar - Directions (If purchased)
Features Toolbar - Markups
Adding, Editing, Deleting, Searching Markups
Features Toolbar - HazMat
Loading and Displaying an ALOHA Plume Accessing ERG Information Displaying an ERG Plume Searching a Map Layer for Plume Data Clearing a Plume from the Map
Features Toolbar - Layers
Adjusting the Transparency of Map Layers Adding a Map to Map Layers Removing a Map from Map Layers
Call Center Applications – Training Catalog Page 51
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Pictometry (if purchased)
Admin Module
Logging into Admin (if needed)
Product Licensing
GIS Services (Global)
Cached Base Map—Main Map / Cached Overview Maps / Map Services
Roles
Access to features Map zooming scales Map Tips Timer / Map Toolbar Startup Feature Set / View / Layout Admin Privileges Coordinate Tool Disclaimer Text to Print Adding a New Role / Cloning a Role / Deleting a Role
Users (Adding / Deleting a User/ Changing a Password for an Existing User)
Links (Potential Site Limitation)
Feeds (Potential Site Limitation)
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Administrators
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skill
In-depth knowledge of day-to-day operation including call handling requirements
Knowledge of mapping applications is a plus
8.17 VESTA Map: Agent
PART NUMBER
VESTA Map Agent: 000001-69002
COURSE DESCRIPTION This course provides the Calltaker/Dispatcher with the skills necessary to utilize the
features that have been enabled on the VESTA Map workstation. The course content
includes:
Overview
Logging In (Changing and Resetting Password)
Call Center Applications – Training Catalog Page 52
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
Overview of VESTA Map Screen
Message Center
Help Buttons (Main Screen and Features)
Basic Map Features
Map Tools
Zoom In / Zoom Out / Pan Map
Previous Extent / Next Extent / Full Extent
Measure by Area / Measure by Line
Identify (Coordinates / Print / Layer Menu / Trash)
Overview Map / Map Tips
Map Grid (Pause/Resume Refresh)
Advanced Features
Search (Address / Intersection / X, Y Coordinates / Advanced Search)
Features Toolbar - 911
Call Data Responders Reporting ANI/ALI Discrepancies Possible Locations
Features Toolbar - Views
Adding a New Folder / Adding a New View / Deleting
Features Toolbar - Directions
Calculating a Route / Drawing Street Barriers
Features Toolbar - Markups (Adding, Editing Deleting Markups, Searching)
Features Toolbar - HazMat
Loading and Displaying an ALOHA Plume Accessing ERG Information Displaying an ERG Plume Searching a Map Layer for Plume Data Clearing a Plume from the Map
Features Toolbar - Layers
Adjusting the Transparency of Map Layers Adding / Removing a Map to Map Layers
Pictometry (if purchased)
DURATION
2 hours
RECOMMENDED AUDIENCE
PSAP Calltakers and/or Dispatchers
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of day-to-day operation including call handling requirements
Call Center Applications – Training Catalog Page 53
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.18 VESTA Map: Agent Train-the-Trainer (TTT)
PART NUMBER
VESTA Map Agent TTT: 000001-69001
COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA Map
system. The course content covers the operational features of the system in order to train
the Calltakers and/or Dispatchers. The course consists of the standard Agent training
content, adult learning principles, how best to teach Calltakers about the VESTA Map
system, a knowledge check, and a reciprocal teach back session.
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA Map system
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of day-to-day operation including call handling requirement
Prior Training Experience
Call Center Applications – Training Catalog Page 54
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
DATA MANAGEMENT / ANALYTICS / REPORTING
8.19 Activity View: Administrator
PART NUMBER
Activity View Administrator: 000001-06074
COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA 9-1-1
system. The course covers the operation and analysis of the Activity View application.
The course content includes:
Exploring Activity View Screen
Handling Documents and Sessions
Displaying Real-Time Activity
Viewing Calltaker, Active Calls, Trunk/Line, and Queue Windows
Customizing Color and Threshold Alerts
Displaying Marquee Messages
Displaying Status and Alarm Functions
Configuring the Display Panel to Show Key Performance Indicators
Review Exercises
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Administrators who are responsible for monitoring and statistical reporting.
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
VESTA 9-1-1 Admin and Agent training course or familiarization with Console application
Call Center Applications – Training Catalog Page 55
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.20 VESTA Analytics: Administrator
PART NUMBER
VESTA Analytics Administrator: 000002-24404
COURSE DESCRIPTION This course typically occurs after the installation of a new VESTA Analytics MIS system
and after some data has been captured at the PSAP (typically30-45 days after cutover).
The course covers the management information system and generated reports. The
course content includes:
Introduction / VESTA Analytics Architecture
Getting Started with VESTA Analytics
Various Components
Reviewing the VESTA Analytics Interface
Observing Event Lists and Event Details
Applying Filters, Generating Event Detail Reports, and Exporting
Displaying Call Statistics, Scenario Management, Database Properties, and System Status
Configuring VESTA Analytics
Creating VESTA Analytics Administrators and Aurora users.
Using the VESTA Analytics Application Manager
Configuring Default User Preferences
Set Up Report Groups (e.g., Agents, Consoles, and Class of Service)
Generating Reports
Running Report Manager (Call Counts, Ring Time, Transfer Average, Trunk and Line Utilization)
Applying Date Range, Advanced Filters, and Groups
Scheduling Reports
Note:
Ad Hoc and Dashboard are not covered in this curriculum. These advanced features require certified MIS / SQL users and a specialized Airbus DS Communications SQL subject matter expert. Contact your Sales Team for further information.
We highly recommend the VESTA Analytics Remote Course (#000000-24405) that can be arranged 30-45 days post Standard Admin training to refresh feature knowledge and review reporting features.
DURATION
1 day
RECOMMENDED AUDIENCE
PSAP Administrators responsible for generating reports and monitoring activity at the center.
Call Center Applications – Training Catalog Page 56
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
8.21 VESTA Analytics: Administrator Remote
PART NUMBER
VESTA Analytics Administrator Remote: 000000-24405
COURSE DESCRIPTION
This course is offered to Administrators that have already completed the full VESTA Analytics Admin Course (000002-24404). This course is not intended to take the place of the 8-hour on-site class.
It can also be offered to existing VESTA Analytics sites with new users required to run reports and stats.
The remote session is offered 30-45 days after the Standard Admin class or at the customer’s discretion. This way, more real-life data has been collected and will aid in the refresh of VESTA Analytics features and statistical reporting.
The course overviews the management information system with focus on generating reports / data management.
Advanced planning and coordination is required. Refer to Special Instructions below.
Note:
Ad Hoc and Dashboard are not covered in this curriculum. These advanced features require certified MIS / SQL users and a specialized Airbus DS Communications SQL subject matter expert. Contact your Sales Team for further information.
Special Instructions:
Airbus DS Communications will send a WebEx invitation to the attendees at the site for the remote training session. Hook up to a PC viewer and screen for a larger audience is recommended. Instructor will call in to a speaker phone in the room or similar arrangement.
Airbus DS Communications utilizes a remote access utility to connect to the VESTA Analytics server to access VESTA Analytics and display during the WebEx session. Connection must be verified prior to scheduling. Failure to connect will result in the inability to offer this remote training session.
DURATION
Up to 4 hours
Call Center Applications – Training Catalog Page 57
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
RECOMMENDED AUDIENCE
PSAP Administrators responsible for generating reports and monitoring activity at the center
PREREQUISITES
VESTA Analytics Administrator Course: 000002-24404 (required)
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
8.22 VESTA Analytics LITE: On-Site
PART NUMBER
VESTA Analytics LITE Onsite: 000000-24407
COURSE DESCRIPTION This course is offered to VESTA Analytics LITE customers who require an instructor-led
course at the customer’s site. The course is typically offered during the phone system
training and before cutover or at the customer’s discretion. The course content includes
basic reporting functionality:
Introduction / User Interface Familiarization
Displaying Call Events
Searching By Caller’s Number
Creating Call Detail Reports / Generating Reports Based on Specified Date Range
System Management options
Note: If need real data collected that will aid in a true understanding of VESTA Analytics reporting capabilities, we recommend the #000000-24406 VESTA Analytics LITE Remote Course that can be arranged 30-45 days post-cut.
DURATION
2 hours
RECOMMENDED AUDIENCE
PSAP Administrators responsible for generating reports and monitoring activity at the center.
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
Call Center Applications – Training Catalog Page 58
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
In-depth knowledge of PSAP day-to-day operation including call handling requirements
8.23 VESTA Analytics LITE: Remote
PART NUMBER
VESTA Analytics LITE Remote: 000000-24406
COURSE DESCRIPTION This course is offered to VESTA Analytics LITE customers. The remote session is offered
30-45 days post cutover or at the customer’s discretion. This way, more real-life data has
been collected and will aid in the demonstration of VESTA Analytics features and
statistical reporting. The course content overviews the management information system
with focus on generating reports / data management. Advanced planning and
coordination is required. Refer to Special Instructions below.
SPECIAL INSTRUCTIONS
Airbus DS Communications will send a WebEx invitation to the attendees at the site for the remote training session. Hook up to a PC viewer and screen for a larger audience is recommended. Instructor will call in to a speaker phone in the room or similar arrangement.
Airbus DS Communications utilizes a remote access utility to connect to the VESTA Analytics server to access Aurora and display during the WebEx session. Connection must be verified prior to scheduling. Failure to connect will result in the inability to offer this remote training session.
DURATION
Up to 2 hours
RECOMMENDED AUDIENCE
PSAP Administrators responsible for generating reports and monitoring activity at the center
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
Call Center Applications – Training Catalog Page 59
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.24 VESTA DataSync: Administrator for VESTA Locate
PART NUMBER
VESTA DataSync Administrator for VESTA Locate: 000001-25804
COURSE DESCRIPTION This course typically follows a VESTA Locate Administrator course at sites where an
enterprise DataSync solution is installed and ready for use. This course covers the
necessary skills to administrate a DataSync solution in either an enterprise (WAN) or
local (LAN) configuration. The course content includes:
Introduction / DataSync and VESTA Locate
Understanding DataSync Components / System Block Diagram with Conceptual
Single Call Center (LAN) Solution
Enterprise (WAN) Solution
Configuring and Using DataSync
DataSync Publisher
Creating an Update Job Setting Source Folders / Destination Folders Exclusions Publishing an Update Job Pausing, Canceling and Resuming an Update
Vela Publishing
Updating Map Data / Templates Saving Projects and Layouts The Map Processing Server Publish
DataSync Client
DataSync Client Download Service Active Application Download Options Registering an Application
R1 Distribution Manager (Enterprise Solution)
Connecting to the Center Server Setting Distribution Job Parameters / Setting Temporary Folder Automatic Updating Saving the Job as a Template
Maintenance and Trouble Shooting
Maintaining Optimal Performance
Understanding Errors
The PMC Audit Log
Altering the Transfer Folder Location
Call Center Applications – Training Catalog Page 60
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
DURATION
4 hours
RECOMMENDED AUDIENCE
PSAP Administrators
PREREQUISITES
Windows application familiarity including mouse navigation and keyboard skills
In-depth knowledge of PSAP day-to-day operation including call handling requirements
VESTA Locate Administrator Course (#000001-25714 or #000001-25715)
8.25 Cutover Coaching
PART NUMBER
Cutover Coaching: 000001-08538
COURSE DESCRIPTION This course occurs at the customer site during and/or after the system is cut-over and the
9-1-1 system is taking live calls. One instructor will provide an eight (hour cutover
coaching session within a 24 hour day. Cutover Coaching is available in an 8-hr block
that can be used in one 8-hour block or divided into two 4-hour blocks not
separated by more than 4-hours. This course offers the service of the trainer to be a
“job shadow” in the PSAP.
DURATION
Eight hours within a 24-hour day. Cutover Coaching is available in 8-hr blocks that can be used in one 8-hour block or divided into two 4-hour blocks not separated by more than 4-hours. If outside the 8AM – 5PM timeframe, requires prior coordination and approval.
RECOMMENDED AUDIENCE
PSAP Administrators / Agents who are responsible for the operation of the 9-1-1 Call Center.
PREREQUISITES
9-1-1 System is ready for cutover or has already cutover
Call Center Applications – Training Catalog Page 61
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
8.26 Custom Training
PART NUMBER
Custom Training: 000001-09706
COURSE DESCRIPTION This customer training is for on-site training delivery using customer equipment and does
not include training development, if required. This training must be approved by Training
Manager before being quoted.
DURATION
8 hours
RECOMMENDED AUDIENCE
PSAP Administrators / Agents who are responsible for the operation of the 9-1-1 Call Center.
Call Center Applications – Training Catalog Page 62
© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.
9. CANCELLATION POLICY Cancellations for scheduled training with less than the required 14-day notice negatively
impact resource availability and cost. Therefore, Airbus DS Communications has
implemented a cancellation policy to address these issues.
The Training Cancellation Policy will apply to any customer change request that directly
or indirectly affects an existing resource schedule for Airbus DS Communications
Training. Airbus DS Communications requires all schedule change requests to be
submitted in writing no later than 14 days before the start of the scheduled service
(“Notice Period”). Changes received less than 14 days before the start of the scheduled
service are subject to a service charge.
Airbus DS Communications Training Services are scheduled in several ways. After
submitting a purchase order that includes Training Services, the customer can schedule
Training Services:
Through the assigned Airbus DS Communications Project Manager or Project Coordinator
Directly with the Training Services Administrator for I&M classes
In accordance with the process identified in project plan or associated statement of work, as applicable
Once a Training Service has been scheduled, changes must be requested through the
same channel as initially scheduled. Customers who have questions about who they
should contact to schedule Airbus DS Communications Training Services or how to make
changes to previously scheduled Training Services should contact Airbus DS
Communications at 951.719.2100.
Airbus DS Communications recognizes many factors drive schedule changes. Airbus DS
Communications reserves the right to determine if changes that occurs after the Notice
Period for the scheduled training has a cost impact on Airbus DS Communications, and
consequently may be eligible for applicable schedule change service fee.
9.1 Installation & Maintenance / Admin Courses Written notice of student cancellations will be accepted up to 14 days prior to class start
date without penalty. Notifications can be sent to TrainingAdmin@airbus-dscomm.com.
After that time, cancellations and “no shows” are subject to a service fee not to exceed
50% of course tuition. All classes are subject to minimum enrollment.
Airbus DS Communications reserves the right to cancel a course due to insufficient
enrollment up to two weeks prior to the first day of the course. In this case, Airbus DS
Communications will offer an alternate course date or reimburse the registration fee.
Airbus DS Communications will not accept any further claims whatsoever.
9.2 End user / Customer courses Scheduled class cancellations for classes given at the customer site will be accepted
within the Notice Period without penalty. After that time, class cancellations are subject to
a service fee not to exceed 50% of the total class fee. This applies to all student seats
reserved for the cancelled class at the customer site.