Internal Customer Training Platinum - During Call Process

Training Agenda Discussion

During your implemenation, CallTower training will guide you through getting your users ready for their CallTower service(s). The initial interaction will occur via email and will include a link to schedule the first meeting which will be used to discuss the training process. The topics discussed in that meeting are listed here: Training - Initial Training Discussion - CallTower Solutions Center (uc.solutions).

Training Emails

After the initial training discussion, CallTower training will send various emails. Below are the email chains along with who should do what and when.

CallTower Training

Customer

After Initial Call With CallTower Training:

CallTower training will send customer an email to forward to users. This email will inform users of what is to come with their phone system and will include training dates and a flyer.

After Initial Call With CallTower Training:

Forward email and meeting invite to all your users

1 week before training:

CallTower Training will send customer an email to forward to users. This is a reminder for the training

1 week before training:

Forward email from CallTower Training.

Day After Training:

CallTower Training will send the recording and email to send to all users.

Day After Training:

Forward email from CallTower Training.

Training End User Agenda

CallTower will cover the following:

Settings:
- Calls: Call answering rules, call forwarding, VM configuration, ringtones
Calls
- How to place a call
- Receiving a call
- How to transfer a call
- How to add a contact to speed dial
- History: log of incoming, outgoing and missed calls. You can also call from here
- VM: how to retrieve VM-Listen and call back
Teams Mobile App
Q&A

There will be an addition 30 minute Q&A session that will occur after the go-live date. This will allow users to ask any and all questions after using the new system.

Training Admin Agenda:

The below items will be discussed during the Admin training session:

Network Status: https://status.calltower.com
Client Success Communcaiton Path: https://www.calltower.com/support/client-success-escalation-path/
Support and Implemetation Escalation Path: https://www.calltower.com/support/escalation-paths/
Support Portal: https://calltower.force.com/support/login
Solutions Center: https://www.uc.solutions/
CallTower Connect Admin Portal: https://connect.calltower.com/connect
Billing Portal: https://calltower.billcenter.net/
Biling Escalation Path: Billing_-_Escalation_Path