Training Offerings

ISI offers a number of training offerings to its customers and partners. We have a variety of formats, each designed to meet our customers’ specific needs.

Want an ISI Trainer to come to your facility?

ISI offers onsite training at our customers’ locations. Training sessions are typically one day in length. Onsite training uses your installed ISI product, offering the following advantages:

  • Training is customized to your environment and your company’s stated use of the system
  • Examples and exercises are specific to your particular configuration
  • Hands-on training focuses on specific areas of most concern to you
  • Questions are answered with demonstrations on your installed product

Short on Time?

ISI offers web-based training courses on all versions of our Infortel® Select product, designed to focus on specific modules. Courses are typically 1 to 2 hours in length. Web-based training offers the following advantages:

  • Modular training courses offer you the opportunity to focus only the Infortel® Select areas of most concern
  • A 1 to 2-hour course is easier to accommodate into your schedule than a day or more for a full training class
  • You can attend the course from the comfort of your own office/desk
  • Depending on the number of attendees enrolled in the specific web-based course, you may have a customized one-on-one training session with our Trainer or attend a session where you can take advantage of the questions and implementation strategies of other customers. In either case, it is a great, lower-cost, opportunity

The following web-based, instructor-led courses are available to our customers using Infortel Select in either an onsite or hosted deployment method:

Courses include:(Click to Expand)

Basic Report Course

Course Description

This 1-hour web-based training course is designed to enable trainees to create useful and meaningful reports in Infortel® Select. You will learn how to plan, create and distribute reports.

Product and Versions

This course is offered to customers with any version of Infortel® Select.

Course Content

Report Planning

  • Reviewing Infortel® Select Sample Reports as a starting point
  • Determining the Intended Report Use to determine the best “Output,” report or export
  • Deciding the Report “Type” – organizational, detail, summary
  • Deciding the Report “Style” – listing or geographical
  • Determining the Intended Audience/Report Recipients
  • Determining the Method and Frequency of Report Delivery
  • Determining the Report Access Method, Client or Web
Selecting Records
  • Determining the correct selection criteria
    • Date ranges, relative dates, specific date
    • Include a single data source or multiple data sources
    • Minimum cost or minimum duration criteria
    • Include entire company or specific department, cost center, user
  • Entering the specific selection criteria into the Report screens, client and web
Formatting Reports
  • Determining how to sort, group records
  • Determining where to set page breaks
  • Determining report output format (PDF, HTML)
Distributing Reports
  • Previewing, Printing and Emailing Reports
Scheduling Reports
  • Scheduling a “one-time” report
  • Scheduling recurring report
Exports
  • Summarized and Processed Data Exports
Prerequisite Knowledge

Knowledge of directory database structure, requested reports and intended recipients.

Advanced Report Course

Course Description

This 1-hour course focuses on the use of advanced report distribution methods, including email merge and report portal.

Product and Versions

This course is offered to customers with any version of Infortel® Select; although the report portal requires version 7.4 or above. Customer using Infortel® Select (version 8.0 and above) will also receive an overview of Report Designer.

Course Content

Report Distribution

  • Reviewing ways to distribute reports
  • Printing
  • Email
  • Report Portal
  • Standard Email
  • Email Merge
  • Export
Selecting Distribution Method
  • Purpose of each distribution method
  • Determine best ways of distribution
  • Discuss pros and cons of each
Configuring Distribution Methods
  • Configuring for network and local Printer
  • Email
  • Configuration of Report Portal
  • Email Merge
  • Directory Configuration as it pertains to Email Merge
  • Directory Security Configuration as it pertains to Email Merge
  • Report Setup of Email Merge
  • Exporting
  • Discuss configurations for exporting over the network
Prerequisite Knowledge

Knowledge of directory database structure, requested reports and intended recipients.

Business Intelligence Course

Course Description

This 1-hour web-based training course is designed to enable trainees to create Business Intelligence reports in Infortel® Select. “Business Intelligence” refers to a process of increasing the competitive advantage of a business by intelligent use of available data in decision making. This includes providing such metrics* as:

Product and Versions

This course is offered to customers with Infortel® Select version 7.5 and above

Course Content

View into Systems

  • Determining the Business Intelligence need and use:
    • Ring no answer
    • Ring Time
    • Abandon Call
    • Traffic reporting
Business Intelligence Planning
  • Use information to manage their business – staffing, training, etc.
  • Experience the benefits of contact center-type reporting without the need to deploy technology initially.
  • Immediate return on their investment.
  • Competitive tool.
  • Provide user information to help them manage their business.
Business Intelligence Reports and Tools
  • Ring Time and Abandoned Summary – reflects how calls are being managed
  • Average Ring Time by Hour – indicates average ring time by hour as well as total number of calls
  • Traffic Analysis – indicates locations that are under trunked and over-trunked
  • Ring Time Detail – indicates if calls are being answered in a timely manner
  • Abandoned Calls by Hour – provides insight into call trends
  • Transferred Calls Report – reflects all transferred call information
Prerequisite Knowledge

Knowledge of directory database structure, trunks database structure and intended report recipients.

* Some PBX/VoIP systems do not provide these metrics in the CDR (Call Detail Record)

Dashboard Course

Course Description

Infortel® Select versions 7.4 and above offer customers customized views of commonly requested information via a “dashboard.” This 1-hour course presents exciting options to customize the dashboard views for system administrators and general users.

Product and Versions

This course is offered to customers with Infortel® Select versions 7.4 and above. Please contact your sales person if you would like information about upgrading to the latest version of Infortel® Select.

Course Content

What is the Dashboard?

  • Who will use the dashboard views (referred to as “Gates”) and why?
Personalizing the Dashboard for the System Administrator and for the General User
  • What are the options?
  • What are the security constraints?
Refreshing the Dashboard Views
  • For General Users
  • For Administrators
Prerequisite Knowledge

Knowledge of what information is most pertinent for a quick review, i.e. call counts, easy access to reports, alarms, etc.

Dashboard Course

ISI is the only provider in the industry with ISO 9001:2008, HIPAA, and Safe Harbor certification for Quality and Security
We maintain a Redundant Data Center that is SSAE 16 Compliant..

Directory Course

Course Description

This 2-hour course offers instruction to make moves, adds and changes to the Infortel® Select directory database; assign applicable security rights; and delete users. Additionally, the course offers instruction in the use of LDAP/Active Directory/Cisco Director imports, as applicable.

Product and Versions

This course is offered to customers with any version of Infortel® Select.

Course Content

Directory Structure

  • Understanding the structure
  • Deciding what structure will work best for YOUR Company
Directory Editing
  • Adds, Moves, Changes and Deletes
  • Understanding the easiest way to edit your directory
  • Options abound! – What fields do YOU need in the directory?
Importing Options From:
  • A Flat File/Excel Worksheet
  • LDAP
  • Active Directory
  • Cisco Directories
Security – What is SA and who should have it?
  • Issuing the rights of the user
  • What is required/what is not?
  • Knowing how to keep your directory secure
What’s Next?
  • How do I keep on top of things?
Prerequisite Knowledge

Knowledge of desired organizational hierarchy (departments, cost centers, etc.) and determination of how data will be initially entered into Infortel® Select and maintained on an ongoing basis (manual input or automated imports).

Call Rating (Pricing) Course

Course Description

A 1-hour course designed to educate system administrators about how Infortel® Select rates calls; the numerous options available to customize the rating of calls using the Infortel® Select software interface; and the relationships between a jurisdiction table and trunk/gateway facilities and users.

Product and Versions

This course is offered to customers with any version of Infortel® Select.

Course Content

Costing Overview

  • What are tariff-based rate tables and why they are needed?
  • What is the difference between basic tariff-based costing and custom-based costing?
  • Dedicated vs. Switched costing
  • How is costing applied?
    • Trunks/Gateways
    • Overriding Call Patterns
    • Phone Number Translation
  • Multiple costing schemes
    • Billing Classes
    • Fixed Charges
    • Taxes
    • Overhead Charges
Applying Custom Costing
  • Configuration of Billing Descriptions
  • Configuration of Overriding Call Patterns
  • Configuration of Phone Number Translations
  • Applying Billing Descriptions to Trunking/Gateways
  • Applying Billing Classes to the Directory
Reporting With Special Costing
  • Configuration of custom costing reports:
    • Billed vs. Base costing reports
    • Billing classes filtered reports
Prerequisite Knowledge

Knowledge of custom costing and networking schemes, general report knowledge and directory database structure.

Adding a Data Source Course

Course Description

This 1-hour course presents instruction on how to add additional data sources (sites) to Infortel® Select, addressing directory, PBX filter selection, trunk/gateway definitions and call rating considerations.

Product and Versions

This course is offered to customers with any version of Infortel® Select.

Course Content

Updating License

Installing Tariff

Setting System Configuration Options

  • Data Source
  • Telephone System
  • Data Collection Schedule
  • Time of Day Settings
  • Account Codes
  • Other Options

Directory Import

Billing Descriptions

Trunk Database

Directory Database

Prerequisite Knowledge

General Infortel® Select system knowledge

Additionally, ISI University offers web-based, instructor-led courses to our Infortel Invoice Management (Telecom Expense Management) customers:

Courses include:(Click to Expand)

General overview for new employees using the TEM Platforms

Telecom expenses are often a company's largest expense. They are also the most difficult to manage. Telecom Expense Management software solutions will not only reduce a company's overall costs, but also improves a company's control and enhances the visibility over a continually changing and complex telecom environment. ISI will show you how to process invoices more efficiently, how to identify and manage billing disputes and how to reduce your overall expenses.

Reporting

With our web-based telecom management software, telecom costs can be allocated to specific GL codes enabling reporting of costs by department, location, employee or any other variable you may need. This will help your organization better understand where specific charges are originating. There are 50 standard reports in addition to customized, adhoc reporting functionality.

Approving Invoices

With our web-based telecom management software, invoice charges are automatically allocated following the established allocation guidelines as invoices come into the software. The TEM software will also run a series of standard audit checks on the invoices such as applying contract-specific audit rules to invoices. Training in this area of TEM focuses on understanding the defined workflows and approval process. In addition, training on invoice processing will assist our clients to proactively identify billing issues, track and manage missing invoices, flag invoices for disputes and track savings opportunities

Wireless Optimization

This training session is designed to show customers how to centrally manage, track and optimize mobile spend while ensuring corporate policies are enforced.

Provisioning

This training session is designed to show customers how to create, validate and track telco service orders from request through approval and provisioning. The tool allows for ordering and provisioning of both wireline and wireless devices.

Each of these courses is customized to address our customers’ specific needs and time is allocated to the courses based upon the specific customer requirements.

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