Academy
Fit for the communication of the future – thoroughly trained, optimally prepared.
The CNT Academy offers customized training that precisely meets your needs. From hands-on user training for confident handling to comprehensive administrator training for independent system management – we optimally prepare your team for working with CNT Call Manager.
Christian DengelHead of CNT AcademyUsers
Our user training courses enable you to use CNT Call Manager confidently in your day-to-day work. In addition, in-depth training courses for power users and supervisors offer specialized knowledge that seamlessly compliment each other and impart extended know-how.
User
- CM App for Desktop and Mobile
- Login (possible with multi-factor authentication)
- Valuable information sources (Welcome, Documentation, Tour)
- Settings
- Individual Layouts
- Telephony and Conference (Audio and Video)
- Chat
- Presence
- Use of SIP Phones
Power User
Building on user training:
- Attendant workstation, executive-assistant function
- Address books
- Call list, filters, and call notes
- Fax management
- Group routes (e.g., central administration management)
- Group-level settings
- Telephony and conference (audio and video) with advanced features
Supervisor
Building on Power User training (training content is defined as needed):
- Live monitoring and statistics
- Contact Center management
- Automatic Call Distribution (ACD)
- Number lists (blocked, VIP)
- Post-processing
- Time-controlled forwarding
- Agent management
In-depth Workshops
For optimization based on experience in live operation, the CNT Academy offers in-depth workshops that make specific functions of CNT Call Manager more efficient to use. In the statistics workshop, participants learn how to create, evaluate and automatically send call statistics for defined time periods - for example for individuals, teams or departments - in order to support well-founded decisions. The contact center workshop makes it possible to specifically analyze and adapt call flows in order to further optimize operations. These practical training sessions help to continuously improve the communication solution and adapt it optimally to individual requirements.
Administrators
Our administrator training courses teach all the required skills to manage CNT Call Manager independently and provide effective internal support. Participants are specifically prepared to adjust system settings, manage users and confidently solve complex requirements in day-to-day business.
Admin
- VoIP Basics and Background Knowledge
- Technical Documentation
- Hardware (e.g., SIP Phone and ATA)
- CM App with Advanced Settings
- App Installation and Software Deployment
- User Profiles
- Layout Customization
- Debugging and Problem Reports
- Backend for Advanced Configurations
- SIP Accounts, Routes, Phone Numbers
- User Management
- ACD
- IVR
- Status Times
- Best Practice Tips for Workflow
Admin Extended
Contents of the Admin Training, additionally:
- User Management with Admin Access
- Provisioning Assistant
Resale Admin
Contents of the Admin Extended Training, additionally:
- Accountability Matrix
- Number Porting
- Tenant Function
- Instance Management
- Debugging and Protocol-Level Analysis
Recertification Workshop
Administrators are required to recertify every two years - an ideal opportunity to update their knowledge and keep it up to date. In the recertification workshop, you will be specifically familiarized with the current functions, standards and best practices of CNT Call Manager, with special consideration given to individual requirements. In addition to refreshing your existing knowledge, you will gain valuable insights into innovations that make system administration even more efficient. As a result, you will be ideally equipped to provide your users with optimum support and to master future challenges with confidence.