ITC Technology
PCG

VoIP 101 Training Agenda

Day 1 - Generic VOIP - Patform Neutral (VCS/VoIP+ Certification)

  • Telephony 101 Pretest
  • Alphabet Soup - Acronyms
  • Telco Services
    • POTS, Analog vs Digital, T1, PRI, DIDs, Toll Free, SIP, MPLS, LD
  • Key Systems, PBX, Server Based, CTI Integration
  • SIP and Hosted – Better or Worse or Both  
    • Why Hosted
      • Platform Preferences: Broadsoft vs. Open Source (Asterisk) - Similar to Mac vs. PC
      • Business Continuity & Disaster Recovery
    • Why Premise Based (Key Systems, IP-PBX, Traditional)
  • Early VoIP, H.323, SIP
    • Session Initiated Protocol Trunking (SIP Dialtone)
  • Telephony Test
  • Lunch
  • Pretest
  • VoIP Certified Specialist (VCS) Designation (VBE = VoIP Business Executive?)
  • VoIPCertifiedNetwork(s).com - Braun already owns domains
  • Avoid "VOMIT" Voice Over Misconfigured Internet Telephony
  • VoIP 101 White Paper Review
    • Network Elements required – Routers, Firewalls, Switches, IADS and more
      • Power over Ethernet (PoE)
    • CODECs' (COmpression-DECompression)
    • QoS - Quality of Service
    • QoE - Quality of Experience
  • Internet Bandwidth Options
    • Integrated T1 - Is Dynamic Internet the Solution?
    • DSL and Voice – “why oil and water don’t mix”
    • DSL, Cable, Satellite, T1, Fiber, MPLS/Frame Relay
  • Large Single Locations (LAN)
  • Multi-Location Installations (WAN)
    • Single Point of Administration
    • Shared Trunks/Lines
    • Virtual Numbers (i.e. Franchises)
  • Trouble Shooting Decision Tree
  • Future: HD Voice, Video Phone
  • Network Assesment Tools
    • Speed Test
    • PacketSmart / PacketIsland
  • Regulatory & Compliance Issues
    • LNP - Local Number Portability
    • E-911
    • CALEA (Communications Assistance for Law Enforcement Act)
  • Diagnosing & Tools for Troubleshooting VoIP Networks (More than 30 Problems & Solutions - like "CarTalk" bring your problems to "Nettalk")
    1 - Problems  
    2 - Testing for Problems  
    3 - Potential Solutions  
    4 – Best Practices  
    5 – Vendors of Technical Solutions for VoIP Network Management  
    6 - Conclusions and the Bottom Line 
  • Top-10 Steps to a Successful VoIP Implementation
    • Putting in and Staying In - No Boomerang Sales
    • A failure to plan is a plan to fail - Plan the work and then work the plan 
1 - User Needs Assessment  
2 - Network Assessment  
3 - Systems Upgrade
    - Indepth POE-Power Over Ethernet & Comprehensive Disaster Planning Tutorial
4 - Pre–Installation Planning  
5 - Data Systems Integration - VLANs, VoWLANS, WiFi, Security and more  
6 - Installation and Cutover  
7 -  Managing Change - Training  
8 - Ongoing Use and Expectations  
9 - Billing  
10 - Managed Services (thirteen "hot" business opportunities including being the customer's CTO, monitoring, remote support, training, business development and others) & Future Applications
  • Certification Test (Certificate = Acrylic plaque with metal backing)

 

Day 2 - Optional Platform Specific Training - End-User Administrators, Dealers & Salespeople

 

Day 3 - Optional Sales Training (Generic AM / Platform Specific PM) - Dealer only training (No End Users)

      GENERIC SALES TRAINING:

  • Good Template/Information: http://www.telecomassociation.com/vendor/taa/images/voipsem.pdf
  • Industry Statistics (Research)
    • Infostat
    • www.BusinessVoIP101.com
  • Market Size, Growth & Opportunities
  • Key Players & Competition (Who's Who of VoIP)
  • Top 10 Reasons Why Businesses Buy VoIP (Cheap isn't one of them!)
    • Selling VoIP is more than “dial-tone,” it is a change in the business and business model of even the smallest enterprises.  Discuss and explore new ways to help businesses see the new ways to grow their organization.
1 - One "everything is IP" converged access system does it all that is one number office and home, one system, one provider, one bill, one tech, one call for help, one growth path, etc.  
2 - Integration with Outlook, unified messaging contact manager - "visual voice mail" - directories, call popups, conferencing.  
3 - Simultaneous-sequential ring to cell and others.  Integrates in your cell phone, home phone, etc.
4 - Forward voicemails via email - "please handle this."  
5 - Logs all communications (Reporting & Recording) - improved "bill back" trail.  
6 - User-controlled browser "portal" features. Control = Power & Productivity
7 - Office manager system admin - "moving is a breeze."  
8 - Empowers all users - "I can do it myself."  
9 - Seamless and costless transfer of calls among offices.  
10 - Remote office - take VoIP phone home or anywhere

 Top 10 Prospects Ready to Buy VoIP Now

  • Key Features, Benefits, Advanced Applications & Buying  
  • Objections                 
  • SIP TCO-Total Cost of Ownership – Top-10 Benefits
  • Where is the Money in VoIP
  • 95% of All Customers say "Salespeople Talk too Much" (http://www.thesalesboard.com/open-ended-question.asp)
  • The dealer as a consultative solution provider
    • Asking the right questions – “digging for gold”
    • Using technology to solve business communications
      needs
    • Selling the “infinite need for bandwidth” to grow a
      business
    • Avoiding acronyms, jargon and “techno-babble”
      with the customer
    • Utilizing knowledge as a differentiator – “you can’t
      sell what you don’t know." Knowledge is Power!
  • PLATFORM SPECIFIC SALES TRAINING
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