Servassure

Unit 4

Crammond Park

Lovett Road

Harlow

Essex

CM 19 5TF

Samsung Electronics

Training Centre

Organization Samsung Electronics (UK)

Training in action...

Network Division’s Training Prospectus and Schedule for 2012.

Professional Training

2012 Prospectus

2

Location Information

Servassure

Unit 4

Crammond Park

Lovett Road

Harlow

Essex

CM 19 5TF

3

Local Hotels

The Fox Inn

www.thefoxinn.com

The Fox Inn,

The Green,

Matching Tye,

Essex

CM17 OQS

Tel: 01279 731335

The Park Inn

Radisson—Harlow

www. Parkinn.co.uk/hotel-

harlow

Southern Way (M11 Jct 7)

CM18 7BA

Harlow

Premier Inn—Harlow

www.premierinn.com

Cambridge Road, Old

Harlow,

Essex

CM20 2EP

The above hotels are noted based on their proximity to the training centre.

They are approximately 20-25 minutes drive during normal rush-hour conditions.

4

Call Centre Informal Course Location

Tollring

10 Moorcroft

Harlington Road

Uxbridge

Middlesex

UB8 3HD

Tollring

Offices

5

Attendance Information

All courses aim to start at 09:00 and finish at 17:00.

Samsung reserves the right to refuse admission to any delegates that arrive late

for the course.

Lunch and refreshments are provided throughout your course and

regular tea and coffee breaks will be provided.

If you have any special dietary requirements, please email

training@samsungbusiness.com at least one week prior to your course.

Please include your name and course dates in the email.

To book and manage your course attendance please visit

www.samsungnw.com/support and click on the icon show

here.

Only registered training administrators for each direct reseller or distribution

partner can book courses.

6

Summary of Courses for

2012

Course Title Course ref. No. of days Content

OfficeServ Foundation

OSF

3

OfficeServ Foundation course + IP Phone

connectivity

Voice messaging

(SVMi)

SVM 2 Integral SVMi Samsung Messaging Solution

Advanced VoIP Adv VOIP 2 SIP, H.323 + SPNet

Mobility MOBI 1 Wi-Fi, DECT and OfficeServ Connect

Desktop Applications

CTI (DTOP)

2

OfficeServ Operator, EasySet and

Samsung Xchange .

Call Centre Informal +

recording

Inform CC 1 OfficeServ Agent, Reporting & Voice

Recording (This course is held at a different

location. See page 4) Max attendees = 5

Call Centre Formal SCC 2 Samsung Contact Centre (SCC)

Unified Messaging IPUMS 1 OfficeServ IP-UMS (Unified Messaging)

Ubigate Ubigate

VoIP Gate-

way

2 PLEASE NOTE THAT THIS COURSE IS BY

INVITATION ONLY. Prerequisite mini-

mum qualification is CCNA or equivalent.

Samsung Xchange Xchange 1 One day course on Samsung Xchange

7

Detail of Course Content

OfficeServ Foundation (OSF)

OfficeServ 7000 product overview

and hardware

OfficeServ Handsets/Endpoints

MMC/SD Card

Upgrading an OfficeServ 7000

Defaulting a system

Programming from a terminal

LAN Settings

PC Installation Tool

Configuring Station and Operator

Groups

Configuring analogue lines

Configuring ISDN including DDIs and

CLIs

Configuring Ring Plans

Dial Numbering Plans

Class of service

Least cost routing and auto route

selection

Toll restriction

Hot desking

Configuring virtual cabinets

SMDR

Routing calls by CLI

Barge In

Other advanced OfficeServ features

IP phone connectivity—local/remote

Duration three days

The OSF course is the first level course and the foundation of all OfficeServ product

training. It is expected that all engineers’ training begins at the OSF level.

You will learn:

8

The SVM course is the complete voice messaging course covering all aspects of the

SVMi-20E and integral SVM solutions. An important part of this course is learning how

to configure the SVMi to deter Toll Fraud.

You will learn:

Installation

Backup

Defaulting

Restoring SVMi Range

Menu Configuration

Forward Menus – Call types

AA Menus

Dial Block ‐ Transfer external

Directory Block

EClass/ Extension Block

MClass/ Mailbox Block

Station Block

Modes

Schedule Table

Menu Modes

Override Mode

System Parameter

Email/ Fax Gateway

Voicemail Security—Toll Fraud deterrents

Duration two days

Detail of Course Content

SVMi Voice messaging (SVM)

9

The AVOIP course will teach you advanced VoIP connectivity, including

Samsung Proprietary Networking (SPNet), SIP trunks/stations and H.323.

You will learn:

SIP Stack Licenses

Using H.323 to connect to non‐Samsung equipment or to a remote VoIP gateway

SIP Trunking

SIP trunking to SIP providers such as Gamma, VoiceFlex

SIP‐UA (User Agents)

Using the OfficeServ as a SIP server and registering 3rd party SIP devices

IP Debugging Skills

Wireshark Traces

SIP Messaging

SPNet ICMP Messages

Duration two days

It is expected that you have successfully passed OSF prior to attending this course.

Detail of Course Content

Advanced VoIP (Adv VoIP)

10

The MOBI course will teach you how to install and configure Samsung’s mobility suite

of products.

You will learn:

IP DECT

OS7000 Mobex (OfficeServ Connect)

Single Network WiFi

Site Surveys

Duration one day

It is expected that you have successfully passed OSF prior to attending this course

Detail of Course Content

Mobility (MOBI)

11

The DTOP course is designed to teach all aspects Samsung’s desktop integration

solutions and applications.

You will learn:

Integration of the telecoms server with the OfficeServ

Licensing of OfficeServ Link for other applications

OfficeServ Operator

Constructing a windows console operated system

Running OfficeServ Link and Operator as a standalone CTI application

Popping Microsoft Outlook’s contact list

Dialling directly from Microsoft Outlook’s contact list

OfficeServ Easyset

OfficeServ Xchange

Duration two days

It is expected that you have successfully passed OSF prior to attending this course

Detail of Course Content

OfficeServ Desktop Integration CTI

(DTOP)

12

The Xchange course is designed to teach all aspects Samsung Xchange presence and

CRM integration.

You will learn:

Installation of all software components

Example CRM package integration

Social Media integration

Licensing rules

Presence and dial options

Duration one day

It is expected that you have successfully passed OSF prior to attending this course

Detail of Course Content

Samsung Xchange (Xchange)

13

The UNIVM course is designed to teach you all aspects of IP-UMS

(IP Unified Messaging System). IP-UMS is an external server solution for delivering

full unified messaging.

You will learn:

IP-UMS Configuration

Menu Configuration

Forward Menus – Call types

AA Menus

Modes

Schedule Table

Menu Modes

Override Mode

System Parameters

User Features

Mailbox/Extension Settings

Web Browser/Outlook Plug in

Duration One day

It is expected that you have successfully passed OSF & SVM prior to attending this

course. This course does not go over the SVMi 20 parts, it is expected that

attendees are fully conversant with the SVMi20 prior to booking this course.

Detail of Course Content

OfficeServ Unified Messaging (IPUMS)

14

The CENTI course is designed to teach you all aspects of Samsung’s informal Call

Centre solution OfficeServ Agent, combined with advanced call logging and UCD.

You will learn:

Setting Up UCD Groups

Routing and Messaging

Agents

Supervisors

Alarms

Basic Reporting to the Supervisor

OfficeServ Agent, Reporting and Voice Recording

Installation/Configuration

Working with UCD Groups

Wallboards

Voice Recording

Client Server Set up

Duration One day

It is expected that you have successfully passed OSF prior to attending this course

Please note different location for this course. See page 4.

Maximum attendees on this course = 5.

Detail of Course Content

OfficeServ Call Centre Informal (Inform CC)

15

The CENTF course is designed to teach you all aspects of Samsung’s formal

Call Centre solution Samsung Contact Centre (SCC).

You will learn:

Linux OS Installation

Installation/Configuration of Link V3

OS7xxx MMC related Programming

Installation of SCC

SCC Configuration

Call Routing

DDI/CLI/ Time & Date/ Skills Based/ Prioritization

IVR Configuration

Scenario Manager

IVR Engine

Debugging

Duration two days

It is expected that you have successfully passed OSF prior to attending this course

Detail of Course Content

OfficeServ Call Centre Formal (SCC)

16

Training Paths (Foundation)

This is the Samsung Foundation Pyramid Path. Starting with

OfficeServ Foundation and building through Voicemail, Advanced

VoIP and Mobility.

You must have attended OfficeServ Foundation prior to attending

steps 2, 3, 4 and 5.

Step 1

Step 5

Step 4

Step 3

Step 2

17

Training Paths (Applications)

This is the Samsung Applications Pyramid Path. Starting with

Contact Centre Informal and building through Contact Centre

Formal and onto Unified Messaging.

You must have attended OfficeServ Foundation prior to attending

steps 6, 7 and 8.

Step 6

Step 8

Step 7

18

Training Portal &

General Information

Samsung operates a Web training portal, which allows registered users to manage

their own or their companies’ training.

The portal allows you to:

Download training course prospectus

View Course Content

Browse training course calendar

Book training courses online (administrator only)

View training course results & certification status

Administrator can view all company records

Individual limited to their own records

Download certificates for courses and certification successfully passed

The portal can be accessed via www.samsungnw.com/support

Course Cancellations

Should you wish to cancel a course attendance, please email your cancellation to

training@samsungbusiness.com at least 7 days before the course dates.

Samsung reserve the right to cancel a course when the minimum number of

attendees has not been reached. Currently the minimum course attendance is six

delegates. Any cancellations will be communicated at least 7 days before the start

date.

Course Charges

Each course costs £100 per day per delegate. 2012 Samsung Training Schedule

2012 Samsung Training Schedule

2012 January February March April May June July August September October November December

Monday 1

Tuesday 1 2

Wednesday 1 2 Informal

CC 1 3

Thursday 2 Inform

CC 1 3 2 4 1

Friday 3 2 4 1 3 5 2

Saturday 4 3 5 2 4 1 6 3 1

Sunday 1 5 4 1 6 3 1 5 2 7 4 2

Monday 2 Bank Holiday

6 5 2 7 Bank Holiday

4 Bank Holiday

2 OSF 6 SCC 3 8 5 OSF 3

Tuesday 3 7 Xchange 6 Ubigate 3 CTI 8 5 Bank

Holiday 3 OSF 7 SCC 4 Xchange 9 6 OSF 4

Wednesday 4 8 7 Ubigate 4 CTI 9 6 4 OSF 8 5 10 7 OSF 5

Thursday 5 9 8 5 10 7 CTI 5 SVMi 9 Inform CC

6 11 8 SVMi 6

Friday 6 10 9 6 Bank

Holiday 11 8 CTI 6 SVMi 10 7 12 9 SVMi 7

Saturday 7 11 10 7 12 9 7 11 8 13 10 8

Sunday 8 12 11 8 13 10 8 12 9 14 11 9

Monday 9 13 12 OSF 9 Bank

Holiday 14 11 9 13 10 15 12 10

Tuesday 10 SCC 14 SCC 13 OSF 10 15Ubigate 12 10 Adv VoIP

14 11 16 13 11 Xchange

Wednesday 11 SCC 15 SCC 14 OSF 11 16 Ubigate 13 11 Adv

VoIP 15 12 17 14 12

Thursday 12 16 15 SVMi 12 17 14 Xchange

12 16 13 CTI 18 15 13

Friday 13 17 16 SVMi 13 18 15 13 17 14 CTI 19 16 14

Saturday 14 18 17 14 19 16 14 18 15 20 17 15

Sunday 15 19 18 15 20 17 15 19 16 21 18 16

Monday 16 20 19 16 21 18 16 20 17 22 19 17

Tuesday 17 Ubigate 21 20 17

Mobility 22

19

Mobility 17 21 18 Ubigate

23 Adv

VoIP 20 18

Wednesday 18 Ubigate 22 21 18 23 20 18 22 19 Ubigate 24 Adv

VoIP 21 19

Thursday 19 23 22 19 24 21 19 23 20 25 22 20

Friday 20 24 23 20 25 22 20 24 21 26 23 21

Saturday 21 25 24 21 26 23 21 25 22 27 24 22

Sunday 22 26 25 22 27 24 22 26 23 28 25 23

Monday 23 OSF 27 26 23 28 25 23 27 Bank Holiday

24 29 26 24

Tuesday 24 OSF 28

Xchange

27 Adv

VoIP 24 29 IPUMS 26 24 28 25 IPUMS 30 27

25 Bank

Holiday

Wednesday 25 OSF 29 28 Adv VoIP

25 30 IPUMS 27 25 29 26 IPUMS 31 28 26 Bank Holiday

Thursday 26 SVMi 29 26 31 28 26 30 27 29 27

Friday 27 SVMi 30 27 29 27 31 28 30 28

Saturday 28 31 28 30 28 29 29

Sunday 29 29 29 30 30

Monday 30 30 30 31

Tuesday 31 31