2497 Courses in Liverpool

Call centre training course description A theory based course covering the major technologies found in call centres today. What will you learn ACD IVR CRM CTI Diallers Call centre training course details Who will benefit: Anyone needing to know about technologies used in call centres. Prerequisites: Telecommunications Introduction Introduction to data comms and networking Duration 2 days Call centre training course contents Overview What are call centres? What are contact centres, Inbound call centres, outbound call centres, blended call centres, Call centre architectures. Telephony and telecomms basics PSTN, switching, PBXs, call routing. Data basics OSI, IP, VoIP. Routing, queuing and matchmaking Principles, distribution, sequencing. ACDs PBX features, Users, call processing, agent features, supervisor features, ACD telephones, ACD calls vs PBX calls, agent positions, ACD groups, routing calls, skills based routing. IVR Types, architectures, choice and control, best practices, IVR input technologies, IVR output technologies, speech recognition, call routing, IVR sizing, web based self service. CRM Contact management, databases, integration, use in call centres, benefits and features. Call centre integration Media types, VoIP, unified messaging, VoiceXML. CTI Simple CTI, 1st and 3rd party integration, CTI benefits and applications in call centers. Diallers History, campaigns, campaign types, Call Progress Detectors, Preview and Predictive Dialling. Management tools Measuring, managing, optimising, recorders, forecasting call centre resources.

Mikrotik routers training course description A fast paced practical hands on introduction to Mikrotik routers concentrating on basic product knowledge needed for the real world. Starts with the basics of accessing the routers through configuring static routes, RIP and OSPF, ending with firewalls. Hands on sessions follow all the major chapters. What will you learn Use Winbox. Use the Mikrotik command line. Perform basic troubleshooting. Configure Interfaces, RIP and OSPF. Perform housekeeping tasks such as: - save and load configurations - upgrade the OS - recover lost passwords Mikrotik routers training course details Who will benefit: Anyone who will be working with Mikrotik routers. Prerequisites: TCP/IP foundation for engineers Duration 2 days Mikrotik routers training course content Mikrotik routers RouterOS, RouterBoard. System resources. Getting started Accessing the router, Winbox, Webfig, Quickset. telnet. The command line interface Contexts, online help, basic troubleshooting. Configuring Interfaces Basics, Enabling interfaces. Ethernet, loopback interfaces. Adding IP addresses. Static routes Why use static routes? Configuring static routes, default routes. Configuring RIP How RIP works, configuration, troubleshooting. OSPF Configuration and troubleshooting. Housekeeping Configuration management, offline editing and FTP usage. RouterOS upgrades. Packages. Bypassing passwords. Other functions DHCP server. Firewall Connections, chains, actions, filters.

LTE optimization training course description This course gives delegates an understanding of the Key Performance Indicators used within the 3G LTE (4G) network environment. We investigate the 3GPP standards for KPIs (including TR 32.814, TS 32.410 & TS 32.455) these cover GERAN, UMTS & LTE environments. The course details the optimisation procedures and the use of Self optimisation, Selforganising & Self-healing equipment now being deployed across all releases of mobile networks. What will you learn Explain the RF optimisation flowchart. Describe the importance of Reference Signal Received Power (RSRP). List many of the 3GPP recommended KPIs. Describe the concept of APN AMBR and UE AMBR within LTE. Describe the use of planning and optimisation computer tools. LTE optimization training course details Who will benefit: Anyone working with LTE. Prerequisites: Essential LTE Duration 2 days LTE optimization training course contents Introduction to the cellular environment The architecture, 2G (GSM), GPRS/EDGE, The NGMN (Next Generation Mobile Network), media gateway controller, 3GPP Rel99 the 3G introduction, HSPA deployments, 3G LTE (4G). Cellular network procedures GSM/GPRS call setup, GPRS data call setup, 3G UMTS data call setup, Data call (Voice over LTE) in LTE (using IMS), Circuit Switched Fall Back (CSFB) in LTE, IP packet session in LTE. Introduction to the standards The 3GPP specifications body, The numbering structure for KPIs, 2G KPIs, 3G/UMTS KPIs, 3G LTE KPIs, IMS KPIs. Introduction to the KPI definitions KPI definitions, accessibility KPIs, retainability KPIs, mobility KPIs, utilisation KPIs. In-depth overview of the air Interfaces GSM/GPRS FDMA & TDMA solution, 3G UMTS WCDMA solution, HSPA+ sharing spare power (Codes), The 3G LTE uplink & downlink interface explained, Initial attach procedures explained. Problem analysis Reference Signal Received Power (RSRP), Signal to Interference Noise Ratio (SINR), handover success rates, power adjustments, classification of coverage problems, weak coverage & coverage holes, lack of dominant cells, cross coverage, improper tilt settings, uplink/downlink imbalance, signal quality, Azimuths & tilts to reduce interference, Handover failure due to interference, Service drop causes. Mobile RF performance in 2G/3G Performance counters, KPIs, testing & measurement, Drive testing and survey, Data collection and post processing of data, LTE service optimization, bandwidth, poor coverage, Quality, optimization process, KPI optimization, Root Cause Analysis (RCA) applied to RF issues, optimization tools and software. Advanced LTE network planning & optimization LTE UE measurements (RSRP/RSRQ), LTE capacity planning, RF configuration parameters, LTE cell selection/reselection planning, LTE radio network KPIs, LTE user-centric KPIs, LTE network performance KPIs, LTE system utilization KPIs, LTE RF channel performance predictions, LTE channel information processing, LTE channel multiplexing, Physical layer and structure, MIMO in LTE, LTE resource plan LTE and Self-Organizing Networks (SON). Radio network optimization work flow Work flow, the existing network, Optimization team establishment and cluster division, Single site verification, Alarm check, Cell state check, Radio parameters check, Site verification, Statistics analysis, Coverage problem analysis. Mobile internet and QoS issues Cellular QoS reference models. How QoS impact on KPIs and measurements, Introduction to mobile internet, The concept of shared access technologies, Support for QoS in the WCDMA environment, The PDP context model, Supporting end-to-end QoS, EPS bearer concepts, Default EPS bearer, Dedicated EPS bearer, APN-AMBR, UE-AMBR.

Essential IMS training course description The IP Multimedia Core Network Subsystem (IMS) is defined by 3GPP as a new mobile infrastructure. This course studies the discreet elements in the IMS. What will you learn Describe the IMS. Describe the IMS architecture. Explain how charging, security and QoS is handled in the IMS. Explain how the IMS supports service enablers such as Push to talk and Presence. Essential IMS training course details Who will benefit: Telecommunications staff. Prerequisites: Mobile communications overview Duration 2 days Essential IMS training course contents Mobile communications review The role of IP in telecommunications. GSM to IMS. Enhanced multimedia services, Push To, convergence, conferencing, roaming. What is IMS? What it is, why IMS, standard bodies: 3GPP, IETF, OMA, IMS services. MMD comparison. IMS architecture blocks Overview, IMS functions, IMS interfaces, IMS protocols, IMS elements, IMS reference points. Access network, IMS in GSM, CDMA, WiFi & PSTN networks. Core network. Application, Control and Call planes. HSS - User database Identification. The user database, role of HSS, SLF and multiple HSSs. 'Normal' identities, IMPI, IMPU. IMS signalling: SIP What is SIP? SIP URI, contact address, UAs, Proxies, basic SIP call flow, SIP sessions. IMS other protocols Megaco, Diameter, XML, XCAP, COPS, RTP/RTCP, SDP, H.324M, IM and MSRP. Call/Session Control Call Session Control Functions (CSCF). Domains. Home networks, visited networks. CSCF and SIP. P-CSCF, P-CSCF discovery, P-CSCF functions. I-CSCF, DNS and I-CSCF. S-CSCF, S-CSCF functions, ENUM lookups. QoS. Example call flows. IMS services Open service platform, Application Servers, profiles, AS interface with S-CSCF. 'Normal' services (Caller ID, Call waiting, transfer…) Push to talk Over Cellular (PoC), IMS conferencing, Group management, IMS Presence, IMS Messaging. Other possible applications. Media servers. (MRFC, MRFP). Gateways IMS PSTN procedures, BGCF, PSTN interface. SGW, MGCF, MGW Charging Architecture, Offline, online and flow based charging, charging reference points, CCF, DIAMETER, ICID, IOI. IMS security IMS security architecture, identities, AAA, public and private user ID, service filters, Cx interface, RADIUS, Diameter protocol, 3GPP AKA, integrity, privacy, NDS, IPSEC, trust, assertion.

GSM training course description GSM is in widespread use today. This seminar gives an comprehensive overview of GSM. What will you learn Explain what GSM is. Describe the architecture of the GSM network. Describe the GSM protocol stack. GSM training course details Who will benefit: Anyone who needs to know more about GSM. Prerequisites: Telecommunications Introduction Duration 2 days GSM training course contents Introduction History of GSM, analogue networks, digital networks, PCS1900. GSM services Telephony, digital encoding, data rates, Group 3 fax, SMS, Supplementary services. GSM architecture Mobile station Mobile Equipment (ME), Subscriber Identity Module (SIM). Base Station Subsystem Base Transceiver Station (BTS), Base Station Controller (BSC). Network Subsystem Mobile Services Switching Centre (MSC), Home Location Register (HLR), Visitor Location Register (VLR), Equipment Identity Register (EIR), Visitor Location register (VLR), Authentication Centre (AuC) Radio Link Aspects Bands, FDMA, TDMA, Traffic channels, Control channels, Speech coding, Channel coding and modulation, Multipath equalisation, Frequency hopping. GSM signalling SS7 overview, GSM SS7 nodes, Base Station Subsystem Application Part (BSSAP), Transaction Capabilities Application Part (TCAP), Mobile Application Part (MAP). Interfaces Um, Abis and A interfaces. Mobility and call processing in GSM Attach & location update process, mobile originate, mobile termination, handovers. GSM services Tele services, Bearer services, supplementary services, SMS, security. GSM futures GPRS, UMTS.

Hardening Cisco devices training course description A hands on course focusing on how to lock down Cisco IOS routers and switches. What will you learn Harden Cisco devices. Hardening Cisco devices training course details Who will benefit: Technical network staff. Technical security staff. Prerequisites: TCP/IP foundation for engineers. Duration 5 days Hardening Cisco devices training course content Introduction Router security, Switch security, Cisco IOS, IOS versions, Cisco advisories, the management plane, control plane, data plane. Hands on Checking IOS versions and advisories. Access control Infrastructure ACLs, Transit ACLs. Hands on Restricting access to the device, Filtering data traffic. Management plane: Securing operations Passwords, privilege levels, AAA, TACACS+, RADIUS. Hands on Password management. Management plane: Other general hardening Logging best practices, secure protocols, encrypting management sessions, configuration management. Hands on Hardening the management plane. Control plane Disabling reception and transmission of certain messages, Limiting CPU impact of control plane traffic, securing routing protocols. Hands on Hardening the control plane. Data plane Transit ACLs, disabling unused services, disabling unnecessary protocols, anti spoofing, limiting CPU impact of data plane traffic, identifying and tracing traffic, Netflow, VLANs, port security. Hands on hardening the data plane.

Mobile IP training course description A detailed examination of the protocols and architecture of Mobile IP. What will you learn Recognise the benefits of ADSL. Configure and troubleshoot IS-IS. Explain how IS-IS works. Describe the use of Level 1 and Level 2. Design IS-IS networks. Mobile IP course details Who will benefit: Technical staff wanting to learn DNS.Network Administrators. Support personnel. Prerequisites: TCP/IP Foundation Duration 2 days Mobile IP course contents Introduction Quick review of IP, What is Mobile IP? What Mobile IP provides, Mobility requirements, Where Mobile IP is required, where mobile IP is not required, DHCP as an alternative, Proxy ARP as an alternative. Architecture Mobile node, home network, home agent, Foreign agent, Fixed home address, Care of address, Correspondent node, Tunnelling. How Mobile IP works Using two addresses, issues with TCP, discovering the care of address, registering care of address, tunnelling the care of address. The protocols involved. Issues with Mobile IP Routing inefficiencies, Security and firewalls, ingress filtering, QoS. MIP and IPv6 Stateless address configuration, Neighbour discovery, miscellaneous.

NNMi for engineers training course description A hands on course focusing on network management using Network Node Manager (NNMi) on Microsoft Windows or UNIX. What will you learn Describe the network management architecture. Use NNMi. Diagnose faults using NNMi. Recognise the MIB structure. NNMi for engineers training course details Who will benefit: Network administrators. Network operators. Those wishing to find out more about how their NNMi works. Prerequisites: TCP/IP foundation for engineers Duration 2 day NNMi for engineers training course content Network management What is network management? Benefits, issues, demonstration. Getting started with NNMi Starting NNMi, IP discovery, IP monitoring, controlling IP discovery. Using NNMi Mapping devices, map layouts, maps and submaps, objects and symbols, object attributes, colour codings, polling. Agents Configuring Cisco devices for SNMP support, communities, traps, syslog. Parts of SNMP SNMP architecture, MIBs, The protocol. NNMi SNMP configuration NNMi alarm browser NNMi alarms, alarm categories, filtering alarms, alarm details window. MIBs MIB1, MIB2, The MIB2 groups, additional MIBs, MIB compilers, vendor MIBs. NNMi MIB loader and browser. Monitoring devices Polling, obtaining MIB information. Diagnostic tools Poll node, the ping window, protocol test, locate route NNMi fault management Alarms, polling, fault management, setting thresholds and configuring traps.

ZigBee training course description A hands on course covering the entire ZigBee protocol stack. ZigBee operation, primitives and frame formats are covered in detail using software tools to test and analyse ZigBee commands and demonstrate how these affect the 802.15.4 MAC. Analysers are used to decode packet formats. What will you learn Describe the ZigBee architecture and applications. Explain the workings of ZigBee protocol stack including the 802.15.4, NWK, APS and ZDO sub layers. Describe in detail the ZigBee primitives and how they are used to pass data; make networks; join networks and repair networks. Secure ZigBee networks. ZigBee training course details Who will benefit: Technical staff requiring grounding in ZigBee including application engineers. Prerequisites: RF fundamentals. Duration 2 days ZigBee training course contents Wireless data overview What is 802.15.4 and ZigBee? WLAN, WPAN, Bluetooth vs. ZigBee. Markets. Applications and architecture. ZigBee demonstration. ZigBee Standards and technology The 7-layer model, IEEE WPAN standards overview, 802.15.4 & ZigBee, ZigBee alliance. ZigBee Protocol stack The ZigBee 5 layer model, The network (NWK) sub layer, Application support sub layer (APS), the ZigBee Device Object (ZDO). 802.15.4 Radio Frequencies, modulation, power, DSSS, BPSK/ O-QPSK, channels, symbols, chips and bit rate. 802.15.4 PHY PHY data transfer primitives. The PHY packet. PHY PIB management. 802.15.4 MAC layer The MAC layer overview, CSMA/CA, addresses, frame types, super frames, MAC layer: Data, Data control, Scan and join, PAN maintenance, MAC PIB. Hands on 802.15.4 frame analysis. ZigBee Topologies Point to point topology, star topology, cluster tree, wired integration. Hands on Building a ZigBee network. ZigBee frame formats General frame format, data frames, command frames. Hands on Analysing ZigBee frames. ZigBee NWK NWK data primitives: Request. Confirm. Indication. NWK management primitives: Network discovery, network formation. Permit joining. Start router. Join. Direct join. Leave. Reset. Sync. NWK database management. Hands on NWK analysis ZigBee APS Address mapping, matching devices, binding devices, binding tables. Hands on APS analysis. ZigBee ZDO Device roles, binding requests, initiating and responding, device discovery, service discovery, network management. ZDO Endpoint 0. ZigBee Security Security issues, security modes, MAC security, NWK security, APS security. Applications Writing ZigBee applications, application profiles, End points, Endpoint addressing, clusters of attributes, broadcasts. Hands on Sample ZigBee application.

ADSL training course description An introduction to ATM. What will you learn Recognise the benefits of ADSL. Describe what ADSL is. Describe how ADSL works. Describe the ADSL architecture Recognise the limitations of ADSL. List the elements required for an ADSL installation. ADSL training course details Who will benefit: Network engineers and anyone who will be working with ADSL. Prerequisites: Intro to data comms & networking Duration 2 days ADSL training course contents What is ADSL? Broadband definitions, OSI layer 1, ADSL services, WANS. ADSL features: always on, point to point, Asymmetric, speeds. ADSL benefits, xDSL family, standards, history, example DSL forum documents. ADSL architecture The big picture, The PSTN and telephones, Digital and analogue, PSTN and modems, ADSL vs. modem speeds, Block 1: Customer premises, Block 2: The last mile, Block 3: The exchange, Block 4: the core network. Customer premises Splitters, micro filters, splitter architectures, Splitterless ADSL, ADSL modems, USB, ADSL routers. The local loop ADSL PHY, Some basics, ADSL margins, speed implications, distances, RADSL, Line testing, whoosh tests, line coding, multiple channels, FDM, echo cancellation, Modulation: AM, FM, PM, QAM, QAM constellations, DMT, CAP, Framing, Superframes, fast data mode, interleaved mode, RADSL revisited. The local loop ADSL PHY, Some basics, ADSL margins, speed implications, distances, RADSL, Line testing, whoosh tests, line coding, multiple channels, FDM, echo cancellation, Modulation: AM, FM, PM, QAM, QAM constellations, DMT, CAP, Framing, Superframes, fast data mode, interleaved mode, RADSL revisited. The exchange Local exchange ADSL items, DSLAMs, ADSL racks, Contention. The core network The role of the core network, ATM, ATM VPI/VCI, ATM cells, ATM layers, AAL5, RAS, Home gateways. ADSL and the higher layers Layer 2 choices, PPPoA, PPP, CHAP, layer 4 and above, ADSL and IP, ADSL and ATM. Installing and configuring ADSL Choosing providers, line activation, hardware requirements, Configuring layer 1 and layer 2, Configuring IP. Summary ITU ADSL standards.