WEBEX Calling Overview for Government v1.0 (WEBEX-CALL-OVERVIEW-GOV)

This one-day, instructor-led course provides a detailed introduction to Webex Calling, focusing on applications within State and Federal Governments. Designed for a broad audience, including Executives, Managers, Administrators, Engineers, and Helpdesk personnel, the course demystifies the deployment, implementation, and support mechanisms of Webex Calling.

Course Highlights:

Webex Calling Overview: 

• Explore Webex Calling's core capabilities and its role in government communication strategies.

Multi-Tenant Architecture: 

• Understand effective strategies for importing users and phones within Webex Calling's multi-tenant setup.

Device Support and Migration: 

• Learn about supported devices and guidance on migrating existing devices to the Webex environment.

PSTN Options for Government: 

• Review PSTN options available for government agencies to facilitate external communications.

Government-Specific Features: 

• Analyze features tailored to meet the unique requirements of government use, enhancing security and compliance.

Live Demonstration: 

• Conclude with a live demonstration of the Webex Calling environment, offering practical insights and operational knowledge.

Course Objectives

• Webex Calling for Government Overview and Initial Configuration
• Webex Calling Introduction and Capabilities
• Network Requirements for Phones and Devices
• Introduction to Webex Control Hub Administration
• Adding Users and Devices to Webex Calling
• In - Depth Exploration of Webex Calling Features for Government

This course is designed for professionals in government sectors responsible for communication systems and strategies, including:

Executives and Managers: 

• Understand the impact of Webex Calling on organizational communication strategies.

Administrators and Engineers: 

• Manage and deploy communication technologies effectively.

Helpdesk Personnel: 

• Support the day-to-day operations of Webex Calling.

N/A

Module 00: Course Introduction

Module 01: Webex for Government Overview

• Module Topics
• Lesson 1: Webex Product Overview for Government Deployment
• Lesson 2: Webex Calling for Government Overview
• Lesson 3: Webex Meeting for Government Overview
• Lesson 4: Webex Hybrid Services and Integrations for Government
• Lesson 5: Webex Messaging for Government Overview
• Lesson 6: Webex Control Hub Monitoring for Government Overview
• Module Summary

Module 02: Webex Calling for Government Overview

• Module Topics
• Lesson 1: Webex Calling for Government Overview
• Lesson 2: Webex Calling Differentiators for Government Deployment
• Lesson 3: Hybrid Webex Calling Use Cases for Government
• Module Summary

Module 03: Adding Phones and Devices for Government Deployment

• Module Topics
• Lesson 1: Adding a User Assigned Phone for Government
• Lesson 2: Adding a Personal Collaboration Device for Government Use
• Lesson 3: Common Area Phone Deployments for Government Spaces
• Lesson 4: Deploying a Shared Collaboration Device in Government Settings
• Module Summary

 Module 04: Configuring Webex Calling Settings and Features for Government

• Module Topics
• Lesson 1: Feature Overview for Government
• Lesson 2: Webex Calling - Service Settings for Government
• Lesson 3: Webex Calling - Client Settings for Government
• Lesson 4: Auto Attendant for Government
• Lesson 5: Call Park Extension & Call Park Group for Government
• Lesson 6: Call Pickup for Government
• Lesson 7: Call Queues for Government
• Lesson 8: DECT Network for Government
• Lesson 9: Hunt Groups for Government
• Lesson 10: Single Number Reach for Government
• Lesson 11: Paging Groups for Government
• Lesson 12: Hoteling for Government
• Lesson 13: Hotdesking for Government
• Lesson 14: Virtual Extensions for Government
• Lesson 15: Virtual Lines for Government
• Lesson 16: Shared Line for Government
• Lesson 17: Voicemail Group for Government
• Lesson 18: Announcement Files for Government
• Lesson 19: Executive Assistant for Government
• Lesson 20: Other Call Features for Government
• Module Summary

Module 05: Voice Queues for Government

• Module Topics
• Lesson 1: Webex Voice Queues for Government Overview
• Lesson 2: Webex Voice Queues Features for Government
• Lesson 3: Voice Queues Configuration for Government
• Lesson 4: Agent and Supervisor Experience for Government
• Lesson 5: Customer Experience Essentials (Add-On)
• Module Summary

Module 06: Monitoring, Analytics, and Troubleshooting with Webex Control Hub

• Module Topics
• Lesson 1: Webex Calling Monitoring, Analytics, and Troubleshooting Overview
• Lesson 2: Webex Sites Status
• Lesson 3: Webex Calling Alerts and Webhooks
• Lesson 4: Webex Analytics > Calling
• Lesson 5: Webex Analytics - Calling Media Quality
• Lesson 6: Webex Analytics - Calling Detailed Call History
• Lesson 7: Webex Analytics - Call Queue Stats
• Lesson 8: Webex Analytics - Call Queue Agent Stats
• Lesson 9: Webex Analytics - Live Queue Stats
• Lesson 10: Webex Analytics - Calling Auto-Attendant
• Lesson 11: Webex Troubleshooting
• Lesson 12: Webex Calling Reporting
• Module Summary