Sytel training options

Sytel offers comprehensive training for integrators and technology partners, through a standard course and additional extension modules.

Standard Course

The Standard Course is the required starting point for all those new to Sytel. The course is delivered in person over 5 days either at Sytel headquarters in Aylesbury, UK, or in some circumstances at partner premises in other countries.  Delegates will receive

  • an introduction to the full range of Sytel products
  • advice on reselling Sytel software
  • advice on integrating their applications with any Sytel software components for hosted call center environments

As the course also gives an opportunity for 'hands-on' experience, all delegates are required to bring a laptop.

Extension Modules

The Extension Modules are designed to deepen the knowledge and experience of those who have already attended the Standard Course. Delegates may select some or all of the available modules, which offer training in

  • the more advanced features of Sytel products, e.g. Scripter, Campaign Manager, Publisher, STG
  • troubleshooting and working with Softdial log files

The modules can be taken either

  • consecutively as a 3-day course, in person, or
  • as separate modules, remotely via GoToMeeting, Webex or other suitable services

Note on course modules
'LAB' (i.e. laboratory) components below give an opportunity for delegates to put theory and knowledge into practice on their own laptops.


 
Standard course
 
Day 1
 
Module 1: Softdial Contact Center™ (SCC) Time: 09:30 - 13:00
  • Introduction to Sytel and key personnel
  • Introduction to SCC – multi-tenant architecture
  • Introduction to SCC - server roles
  • High level overview of each component product
  • Communicating with SCC -
        Using the web UI
        Logging on using Softdial Scripter™
        Integration interfaces in outline
Module 2: SCC version 10 - installation Time: 14:00 - 15:30
  • Performing a development/ test installation
  • Approach for distributed environment
  • Virtualisation vs. physical servers
  • Licensing models – approach for virtual and redundant environments
  • LAB: perform a simple distributed installation
Module 3: SCC version 10 installation - review Time: 15:45 - 17:30
  • Underlying service model
  • Logging patterns
  • Basic tasks – connection, restart, provisioning
  • Namespace/ configuration overview
  • Review of concepts for the day
Day 2
 
Module 4: Softdial Scripter™ 2 Overview Time: 09:00 - 13:00

Course attendees should bring representative scripts to be built using Scripter Designer™

  • Introduction to Scripter Designer™ – flowcharts, steps (screens and call control), overview of backend script logic files
  • Procedure for creating custom script components
  • Introduction to Microsoft® Expression Blend™
  • Introduction to Scripter Engine™ and associated configuration files
Module 5: Softdial Campaign Manager™ overview Time: 14:00 - 17:30
  • Retries/callbacks, time zone management, DNC lists
  • Static and dynamic filters, shift scheduling and job control
  • Linked campaigns, chaining campaigns, customising recording tags per campaign
  • Inbound campaign support, new filter options
  • SCC control options – Namespace editor, SCC service control panel, Agent/ Campaign Status Viewers
  • Demonstration showing interlinked features between Campaign Manager and Scripter 2
Day 3
 
Module 6: Softdial Reporter Web™ and Softdial Publisher™ overview Time: 09:00 - 11:00
  • SCC reporting architecture - noSQL (mongoDB) backend
  • SCC reporting interface - new panels and options
  • 'Extract, Transform, Load' (ETL) tools: Publishing data to SQL and 'Content Description Record' (CDR) databases
  • Customer reports - approach and things to note
  • Hardware selection - based on reporting requirements
Module 7: Multimedia and Workflow Server Time: 11:00 - 13:00
  • Multimedia architecture - email, chat, SMS, social media
  • Workflow features - folder monitor, POP3, chat bridge
  • Workflow server plug-in configurations
  • Demonstration - multimedia sessions
Module 8: Softdial Telephony Gateway™ (STG) overview Time: 14:00 - 17:30
  • STG – overview and basic configuration
  • Web interface for configuration
  • Basic configurations - sound files, outcome mapping, CLI presentation, Text to Speech, inbound scenarios
  • configuring STG as a call router
  • Working with SIP Proxies
  • Working with Access Gateways and legacy PBX
  • LAB: exercises for telephony configuration
Day 4
 
Module 9: Essential tools Time: 09:00 - 11:30
  • Simulation tools - Dialer Chat, Softdial Sim, CTI Sim
  • Monitoring/ coaching tools - Softdial Phone™, Alert Monitor™, License Monitor™
  • AWK toolset – for custom reporting and monitoring
Module 10: Sytel Support Time: 11:45 - 13:00
  • Support procedures - day to day activities
  • Fault reporting - communication procedures
  • Documentation - access and usage
Module 11: Deployment planning for a hosted environment Time: 14:00 - 17:30
  • Server roles - physical vs. virtual servers
  • Hardware planning and OS configuration
  • Network planning
  • Staging environment setup
  • Redundancy models: active/ backup and N+1
  • Upgrade cycles
  • Deployment scenarios - premises based, hosted
  • Technology partner recommendations - VoIP gateways
Day 5
 
Module 12: Dialing performance measures and Oceanic™ Time: 09:00 - 11:00
  • Preview/ progressive/ predictive dialing and performance
  • Basic rules for dialer management
Module 13: First customer rollout Time: 11:15 - 13:00
  • Staffing/ skills plan
  • Setting up a Network Operations Center (NOC) for SCC
  • Engaging Sytel
Module 14: Strategy issues Time: 14:00 - 15:30
  • Sytel as 'white label'
  • Localisation
  • Growth planning
  • Integrating third-party services
  • License accounting and billing interfaces
  • DBMS and carrier selection
  • Carrier capacity planning
Module 15: Product roadmap and upcoming releases Time: 15:45 - 17:30
  • New features and product plan for future releases

 
Extension modules 
 
Module 1: Advanced scripting concepts Duration: 4 hours (2 x 2 hours)
  • PBX script – steps/ controls in detail
  • Console script – subscripts in detail
  • Use Microsoft® Expression Blend™ to design high quality screens
  • Using specific queries based on the session content
  • Using Script Libraries
Module 2: Creating native Scripter steps/ controls
Note: delegates must have Microsoft® Visual Studio™ installed on their laptops.
Duration: 4 hours (2 x 2 hours)

  • Fulfilling the base step interface
  • Using attributes for easy integration in Scripter Designer
  • Sending SDMP messages and registering event handlers
  • Synchronous and asynchronous steps
  • LAB: create and test a step
  • Creating custom controls
  • Using sample code to create a control
  • Deploying custom controls
Module 3: Callcycles and transformations Duration: 2 hours
  • Publisher’s transformation architecture
  • Manual installation of a Publisher service instance
  • Rule configuration in outline
  • Overview of the SQL, CDR, XML interfaces
  • Show Reporter X as an example
  • LAB: Extend the Callcycles table with extra data
Module 4: Troubleshooting Duration: 4 hours (2 x 2 hours)
  • First-line support issues
  • Interpreting standard reports and alerts
  • Common 'My dialer isn't fast enough' scenarios
  • Common user configuration mistakes
  • Step-by-step approach to second-line troubleshooting
  • Using Statlog Analyser to check predictive performance
  • Using the '8ball' script to generate campaign summary statistics
  • Manual navigation of log files
  • Engaging Sytel assistance
Module 5: STG with a Real Telephony Network Duration: 4 hours (2 x 2 hours)
  • Enabling interop with a SIP trunk or a VoIP gateway
  • Configuring translations/ routes/ portgroups
  • Making successful test calls
  • Using Wireshark on the STG server
  • Diagnosing STG (media server) issues
  • Diagnosing user agent issues
  • Common network problems
  • Understanding and configuring N+1 redundancy
  • Inbound configurations
Module 6: Inbound Overview Duration: 2 hours
  • Scheduler/ STG/ Namespace settings
  • Queue properties – including multimedia
  • Inbound IVR
  • Considering transfer vs. requeue
  • Dovetailing inbound with Campaign Manager
  • Workflow Server configurations for inbound packet media
Module 7: Advanced Campaign Manager Configurations Duration: 2 hours
  • Time-zone settings and associated backend files
  • Multiple linked campaigns
  • Multiple number retries
  • Custom tags
  • Using templates
  • Using filters - do's and don’ts
  • Time-zone and legislature rules in detail
Module 8: SDMP for service integrators Duration: 2 hours + lab time
  • Understand raw message format
  • Session and state models
  • Message routing
  • Constructs for the major line-of-business interfaces
  • Native/ .Net/ web services interaction