Training Materials Chapter 20: Training
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20.3 Training Materials
The following training materials are available:
User guides and self-paced online tutorials are available through the Call Manager
Help menu or from ShoreLink, ShoreTel’s online knowledge base.
System administration training and end-user training are available through a
ShoreTel-authorized partner or through ShoreTel, Inc.
Additional training materials can be downloaded from ShoreLink.
20.4 End-User Training
QuickStart offers online tutorials to familiarize end-users with the features and
functionality of the ShoreWare Call Manager client. The tutorials, which are self-paced and
do not require registration, highlight the commonly used features and functions available
in the ShoreWare Personal Call Manager, Advanced Call Manager, Workgroup Call
Manager, and Operator Call Manager. Users will learn how to install the client, answer
calls, transfer a call, make conference calls, and access voice mail. A sound card and
speakers are helpful but not necessary.
User training should be completed before your cut-over date.
20.5 Operator Training
Operators, receptionists, and administrative assistants have special needs and
responsibilities. In addition to the Operator Call Manager tutorial, ShoreTel offers an
interactive online session in which such users can learn how to maximize the power of the
ShoreTel 8 system.
ShoreTel encourages company operators, receptionists, or administrative personnel who
support multiple managers to participate in a one-hour, live interactive web session
introducing the Operator Call Manager. The training covers these topics:
Answering, transferring, and conferencing calls
Accessing voice mail
Using toolbar shortcuts
Monitoring extensions
Call routing
Call handling modes
Class participants are able to experience a live ShoreTel 8 system and ask questions of the
instructor.
As a prerequisite for this class, ShoreTel asks that all class participants view the Operator
Call Manager tutorial.
Operator training should be completed before your cut-over date.
20.6 Workgroup Training
Workgroups, such as those in a small call center, are empowered with special features and
functionality. In addition to viewing the Workgroup Call Manager tutorial, you can learn
more by signing up for ShoreTel’s special online training sessions on this subject.
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