CALL CENTER APPLICATIONS Training Catalog

Transcription

CALL CENTER APPLICATIONS
Call Handling, Mapping, Data Management /
Reporting
Training Catalog
August 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.
REVISION HISTORY
Date
Author
Change
April 5, 2016
D. Geiger
Corrected formatting in the VESTA 9-1-1 Agent Trainthe-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
Page 2
TABLE OF CONTENTS
Table of Contents ------------------------------------------------------------------------------------------ 3
1.
INTRODUCTION --------------------------------------------------------------------------------- 5
2.
TRAINING CENTERS -------------------------------------------------------------------------- 6
3.
PRODUCT LINE OVERVIEW ---------------------------------------------------------------- 7
3.1
3.2
3.3
3.4
3.5
3.6
4.
VESTA 9-1-1: I&M/Admin --------------------------------------------------------------------------------------------- 15
VESTA 9-1-1: Troubleshooting -------------------------------------------------------------------------------------- 16
VESTA SMS: Installation and Maintenance----------------------------------------------------------------------- 18
VESTA Locate: I&M/Admin ------------------------------------------------------------------------------------------- 20
VESTA Map: Maintenance/Admin ---------------------------------------------------------------------------------- 21
VESTA Map: Maintenance/Admin ---------------------------------------------------------------------------------- 23
VESTA Analytics: I&M/Admin ---------------------------------------------------------------------------------------- 25
VESTA DataSync: I&M/Admin --------------------------------------------------------------------------------------- 26
END USER / CUSTOMER TRAINING OVERVIEW -----------------------------------27
7.1
7.2
7.3
7.4
7.5
8.
Airbus Training Center Classes -------------------------------------------------------------------------------------- 13
On-Site Classes ---------------------------------------------------------------------------------------------------------- 13
“By Demand” I&M classes --------------------------------------------------------------------------------------------- 14
I&M TRAINING COURSE DESCRIPTIONS---------------------------------------------15
6.1
6.2
6.3
6.4
6.5
6.6
6.7
6.8
7.
Installation & Maintenance Training --------------------------------------------------------------------------------- 11
End User / Customer Site Training ---------------------------------------------------------------------------------- 12
INSTALLATION & MAINTENANCE OVERVIEW -------------------------------------13
5.1
5.2
5.3
6.
®
PART NUMBERS-------------------------------------------------------------------------------11
4.1
4.2
5.
®
VESTA 9-1-1 / VESTA SMS ----------------------------------------------------------------------------------------- 7
™
™
®
VESTA Locate (formerly, ORION Vela ) ------------------------------------------------------------------------ 8
™
VESTA Map --------------------------------------------------------------------------------------------------------------- 9
VESTA™ Analytics ------------------------------------------------------------------------------------------------------ 10
VESTA™ Analytics LITE ----------------------------------------------------------------------------------------------- 10
DataSync------------------------------------------------------------------------------------------------------------------- 10
Recommended Order of Classes ------------------------------------------------------------------------------------ 27
Normal Class Times----------------------------------------------------------------------------------------------------- 27
Classroom Requirements ---------------------------------------------------------------------------------------------- 28
Videotaping / Audiotaping --------------------------------------------------------------------------------------------- 28
Special Order End User / Customer Site Classes --------------------------------------------------------------- 28
END USER / CUSTOMER SITE TRAINING COURSE DESCRIPTIONS -------29
8.1
8.2
8.3
8.4
8.5
8.6
8.7
8.8
8.9
VESTA 9-1-1: Administrator for Standard Site ------------------------------------------------------------------ 29
VESTA 9-1-1: Administrator for Complex Site ------------------------------------------------------------------- 30
VESTA 9-1-1: Additional Agency for Administrator Class ---------------------------------------------------- 32
VESTA SMS (Text-to-9-1-1) “Delta” Administrator -------------------------------------------------------------- 33
VESTA SMS (Text-to-9-1-1) “Delta” Agent ------------------------------------------------------------------------ 34
VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer ------------------------------------------------------------- 35
VESTA 9-1-1: Agent Train-the-Trainer (TTT) -------------------------------------------------------------------- 36
VESTA 9-1-1: Train-the-Trainer (TTT) Coaching --------------------------------------------------------------- 36
VESTA 9-1-1: Agent---------------------------------------------------------------------------------------------------- 37
Page 3
8.10
8.11
8.12
8.13
8.14
8.15
8.16
8.17
8.18
8.19
8.20
8.21
8.22
8.23
8.24
8.25
9.
VESTA 9-1-1: IP Phone ----------------------------------------------------------------------------------------------- 38
VESTA Locate: Administrator (3 days) ---------------------------------------------------------------------------- 40
VESTA Locate: Administrator (2 days) ----------------------------------------------------------------------------- 42
VESTA Locate: Agent Train-the-Trainer (TTT) ------------------------------------------------------------------ 45
VESTA Locate: Agent-------------------------------------------------------------------------------------------------- 46
VESTA Map: Administrator ------------------------------------------------------------------------------------------- 47
VESTA Map: Agent------------------------------------------------------------------------------------------------------ 48
VESTA Map: Agent Train-the-Trainer (TTT) --------------------------------------------------------------------- 50
Activity View: Administrator------------------------------------------------------------------------------------------- 51
VESTA Analytics: Administrator ------------------------------------------------------------------------------------- 52
VESTA Analytics: Administrator Remote ------------------------------------------------------------------------- 53
VESTA Analytics LITE: On-Site ------------------------------------------------------------------------------------- 54
VESTA Analytics LITE: Remote ------------------------------------------------------------------------------------- 55
VESTA DataSync: Administrator for VESTA Locate ----------------------------------------------------------- 56
CUTOVER COACHING ------------------------------------------------------------------------------------------------ 57
CUSTOM TRAINING --------------------------------------------------------------------------------------------------- 58
CANCELLATION POLICY -------------------------------------------------------------------59
9.1
9.2
Installation & Maintenance / Admin Courses --------------------------------------------------------------------- 59
End user / Customer courses ----------------------------------------------------------------------------------------- 59
Page 4
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 Defence, trust Airbus DS Communications solutions.
Today, our systems include Next Generation 9-1-1 call handling applications, P25 land
mobile radio, emergency notification and managed 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 IPenabled 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
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.
Page 5
2.
TRAINING CENTERS
The Airbus DS Communications’ training centers are located in Temecula, CA and
Westchester, IL. Each center has two 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
CHICAGO AREA TRAINING CENTER
10330 W Roosevelt Road, Suite 306
Westchester, IL 60154
708.450.1911
http://www.airbus-dscomm.com/services/training/locations/2.php
Page 6
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
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.
Page 7
MAPPING
3.2
VESTA™ Locate (formerly, ORION™ Vela®)
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.
Page 8
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 realtime 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.
Page 9
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.
Page 10
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)
10 days
000001-26700 (Customer Site)
000001-26704 (Regional Center)
VESTA 9-1-1:
Troubleshooting
4 days
VESTA SMS (Text-to-9-1-1):
I&M
3 days
MAPPING
VESTA Locate: I&M/Admin
3 days
VESTA Map: Maintenance /
Admin (Customer maintains
ArcGIS data)
3 days
VESTA Map Maintenance /
Admin (GeoComm maintains
ArcGIS data)
2 days
DATA MANAGEMENT / REPORTING
VESTA Analytics:
I&M/Admin
VESTA DataSync:
I&M/Admin
2 days
1 day
Page 11
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
MAPPING
VESTA Locate: Administrator (3 days)
000001-25714
3 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
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
DATA MANAGEMENT / REPORTING
CUTOVER COACHING
Cutover Coaching
000001-08538
1 day
CUSTOM TRAINING
Custom Training
000001-09706
1 day
Page 12
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
Westchester, IL (Chicago 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@airbusdscomm.com
Page 13
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.








TM
MagIC I&M/Admin
®
ORION Aries I&M/Admin
TM
ORION MapStar I&M/Admin
TM
PEAbody 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
Page 14
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 with mobile unit)
VESTA 9-1-1 I&M/Admin: 000001-26704 (Regional Center with 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
Page 15
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


6.2
Airbus DS Communications Training Center (max 12 students)
Customer Site or Regional Center with mobile unit (max 8 students)
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
Page 16



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








Servers
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





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
Page 17
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

6.3
Airbus Training Center – Airbus DS Communications Training Center (max 12
students)
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.



Overview of How SMS / Text-to-911 Works
System architecture overview for 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
Page 18

 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

Page 19
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 with 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
Page 20
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


6.5
students)
Customer Site with Mobile Unit (max 8 students)
VESTA Map: Maintenance/Admin
(Customer maintains ArcGIS Data)
PART NUMBER

VESTA Map Maintenance/Admin (Customer maintains ArcGIS Data): 00000169005
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
Page 21


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)
Page 22
6.6
VESTA Map: Maintenance/Admin
(GeoComm maintains ArcGIS Data)
PART NUMBER

VESTA Map Maintenance/Admin (GeoComm maintains ArcGIS Data): 00000169004
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
Page 23

Administrator Course Content (includes instruction on Admin Course)
DURATION

2 days
PREREQUISITES



OFFERED

Page 24
6.7
VESTA Analytics: I&M/Admin
PART NUMBERS


VESTA Analytics I&M/Admin: 000000-04400 (Airbus Training Center)
VESTA Analytics I&M/Admin: 000000-24400 (Customer Site with 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
Page 25
PREREQUISITES



OFFERED


6.8
students)
Customer Site with Mobile Unit (max 8 students)
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.

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

Page 26
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.
Page 27
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
®
TM
VESTA View Admin
Page 28
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

 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
Page 29






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



8.2
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
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.)
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:
Page 30



Introduction / Overview
Multi-Agency / Role- Based Planning / Implementation (if applicable)

 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
Text Calls Overview
Sort Text Calls
DURATION

2 days

PREREQUISITES



for users
requirements
Page 31
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: 00000106708.
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

PREREQUISITES


VESTA 9-1-1 Administrator for Standard Site: 000001-06704, OR
VESTA 9-1-1 Administrator for Complex Site: 000001-06708
Page 32
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.
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
Text Calls Overview

 Text Calls Window
 Text Conversations Window
 Text Multiple Call Appearances
 Audible Notifications of Text Calls
 Visual Indicators of Text Calls








From a Call Appearance
From the Text Calls Window
Sort Text Calls
DURATION

4 hours

for the Calltakers
Page 33
PREREQUISITES



8.5
for users
requirements
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
Text Calls Overview

 Text Calls Window
 Text Conversations Window
 Text Multiple Call Appearances
 Audible Notifications of Text Calls
 Visual Indicators of Text Calls








From a Call Appearance
From the Text Calls Window
Sort Text Calls
DURATION

2 hours
Page 34

PSAP Calltakers
PREREQUISITES

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.
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

PSAP Trainers/Supervisors who are responsible for training Calltakers on the
VESTA 9-1-1 system
PREREQUISITES

Page 35
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
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

VESTA 9-1-1 system.
PREREQUISITES


8.8
Windows application familiarity including mouse navigation and keyboard skills.
Prior instructional experience
requirements.
VESTA 9-1-1: Train-the-Trainer (TTT) Coaching
PART NUMBER

VESTA 9-1-1 Train-the-Trainer (TTT) Coaching: 000001-08539
COURSE DESCRIPTION
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.
Page 36
DURATION

1 day

VESTA 9-1-1 system
PREREQUISITES


8.9
Student must have already taken the Train-the-Trainer class.
VESTA 9-1-1: Agent
PART NUMBER

VESTA 9-1-1 Agent: 000001-06701
COURSE DESCRIPTION
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
Text Calls Overview
Page 37





Text Calls Window
Text Conversations Window
Text Multiple Call Appearances
Audible Notifications of Text Calls
Visual Indicators of Text Calls

 From a Call Appearance
 From the Text Calls Window






Sort Text Calls
DURATION

4 hours

PSAP Calltakers
PREREQUISITES

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.
Page 38
DURATION

1-2 hours

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.
Page 39
MAPPING
8.11
PART NUMBER

VESTA Locate (formerly ORION Vela) Administrator: 000001-25714
COURSE DESCRIPTION
This course typically occurs after the installation of an 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:



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
Page 40

 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)

 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
Page 41

 Creating / Viewing / Modifying Preplans
Updating Additional Positions

Updating Additional Positions (No DataSync)
DURATION

3 days

PSAP Administrators and GIS professionals responsible for updating map data
and setting operational preferences
PREREQUISITES



8.12
requirements
Knowledge of mapping applications is a plus
PART NUMBER

VESTA Locate (formerly ORION Vela) Administrator: 000001-25715
COURSE DESCRIPTION
This course typically occurs after the installation of an 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.



System Block Diagram with Conceptual
Explanation of Installed Components
Page 42


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
Page 43



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)

 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
Page 44

Updating Additional Positions

Updating Additional Positions (No DataSync)
DURATION

2 days

PSAP Administrators and GIS professionals responsible for updating map data
and setting operational preferences
PREREQUISITES



8.13
requirements
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

VESTA Locate system
PREREQUISITES



Prior instructional experience
requirements
Page 45
8.14
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 an 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

PSAP Calltakers and/or Dispatchers
PREREQUISITES


requirements
Page 46
8.15
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
Page 47


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

PSAP Administrators
PREREQUISITES



8.16
Windows application familiarity including mouse navigation and keyboard skill
In-depth knowledge of day-to-day operation including call handling requirements
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)
Page 48

 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

PSAP Calltakers and/or Dispatchers
PREREQUISITES


In-depth knowledge of day-to-day operation including call handling requirements
Page 49
8.17
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

VESTA Map system
PREREQUISITES



In-depth knowledge of day-to-day operation including call handling requirement
Prior Training Experience
Page 50
8.18
Activity View: Administrator
PART NUMBER

Activity View Administrator: 000001-06074
COURSE DESCRIPTION
system. The course covers the operation and analysis of the Activity View application.









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

PSAP Administrators who are responsible for monitoring and statistical reporting.
PREREQUISITES



requirements
VESTA 9-1-1 Admin and Agent training course or familiarization with Console
application
Page 51
8.19
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 futher
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

PSAP Administrators responsible for generating reports and monitoring activity at
the center.
Page 52
PREREQUISITES


8.20
requirements
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 futher
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
Page 53

the center
PREREQUISITES



8.21
VESTA Analytics Administrator Course: 000002-24404 (required)
requirements
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 Callepr’s Number



Creating Call Detail Reports / Generating Reports Based on Specified
Date Range
System Management otions
Note: If need real data collected that will aid in a true understanding of
VESTA Analytics reporting capabilities, we recommend the #00000024406 VESTA Analytics LITE Remote Course that can be arranged 3045 days post-cut.
DURATION

2 hours

the center.
PREREQUISITES

Page 54

8.22
requirements
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

the center
PREREQUISITES


requirements
Page 55
8.23
VESTA DataSync: Administrator for VESTA Locate
PART NUMBER

VESTA DataSync Administrator for VESTA Locate: 000001-25804
COURSE DESCRIPTION
This course typically follows an 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
Page 56
DURATION

4 hours

PSAP Administrators
PREREQUISITES



8.24
requirements
VESTA Locate Administrator Course (#000001-25714 or #000001-25715)
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.

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
Page 57
8.25
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

PSAP Administrators / Agents who are responsible for the operation of the 9-1-1
Call Center.
Page 58
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.
Page 59
Page 60

CALL CENTER APPLICATIONS Training Catalog

Transcription

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