Name: Essential call centre technologies
Price: 2477 GBP
Availability: InStock

Redhill

<h3><b>Telecomms training course description</b></h3>
      <p>A comprehensive tour of the telecommunications technologies and terminology currently in use, and under development.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
       <li>List and describe components of the PSTN. </li>
					<li>Explain how calls are made over the PSTN</li>
					<li>Compare analog and digital transmission methods.</li>
                    <li>Describe the technologies within the transport plane.</li>
                    <li>Recognise the benefits of extra features available in today's telephone networks. </li>
                  </ul>
       
        <h5>
        <b>Telecomms training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Anyone new to the Telecommunications industry.</p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>None.</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>Telecomms training course contents</b></h3>
      <ul>
				<li>Telephone network architecture </li><p>
Handsets, local loop, distribution points, Local exchanges, main telephone switches, PBXs.

</p><li>Making a call - some basics </li><p>
Telephone call components, how a telephone call works, accessing the local exchange, loop disconnect, DTMF, standards, E.164, PSTN routing, Intelligent Networks, Special Rate Services.

</p><li>Analogue vs Digital </li><p>
Voice characteristics, PSTN bandwidth, analogue signalling, Digital encoding, PCM and the 64k, ADPCM and other voice compression methods.

</p><li>PBXs </li><p>
PABX, Call processing, networking PBXs, PBX facilities, bandwidth, blocking probability and Erlangs, Erlang models, using Erlang tables.

</p><li>Transmission methods </li><p>
Two wire transmission, 64k circuits, Nx64, E1, 2 wire to 4 wire conversion, echo, echo suppression, echo cancellers, twisted pair, coax, fibre optic, power lines, satellite systems, microwave.

</p><li>Signalling </li><p>
Analogue signalling, loop start, earth calling, E&amp;M, AC15. Digital signalling -CAS, robbed bits and E1 slot 16 signalling. Digital signalling CCS, Q.931, SS7, Q.SIG, DPNSS, DASS2.

</p><li>Transport planes </li><p>
PDH, PDH issues, SDH, SDH architecture, SDH standards, SDH bit rates, SDH mulitplexors, DWDM.

</p><li>Networks </li><p>
Circuit Switched Networks, TDM, Packet Switched Networks, Frame Relay, Message Switching, Circuit Switching, STDM, Cell Switching, ATM, ATM cells, ATM traffic parameters, ATM QoS, MPLS.

</p><li>Other network access </li><p>
Modems, modulation, speeds, ISDN, BRI, PRI, xDSL, SDSL, ADSL.

</p><li>Other Services </li><p>
Centrex, VPNs, FeatureNet, CTI, Call Processing Systems, Voice Mail, Automated Attendant Systems, Interactive Voice Response, Call Management Systems, Call Conferencing, Star Services.

</p><li>Mobile communications </li><p>
3 types of wireless telephone, mobile generations, base stations, cells, GSM, GPRS, 3G, UMTS, WCDMA, 4G, LTE.

</p><li>VoIP overview </li><p>
What is VoIP, VoIP benefits, What is IP? The IP header, Packetising voice, VoIP addressing, H.323, SIP, RTP. Bandwidth requirements.
</p>
      </ul>

Systems & Network Training

Network & Security

Network Engineer

Telecommunications Introduction

General Admission

<h3><b>Transmission demystified training course description</b></h3> 
				<p>Transmission is the process of sending information along a medium of, copper, fibre or wireless. This course looks at transmission techniques for both telecommunications and data communications with a particular focus on Microwave, SDH, DWDM transmission. The course aims to demystify these technologies by explaining all the buzzwords used in transmission.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
          <li>Describe various transmission technologies such as multiplexing and demultiplexing.</li>
					<li>Explain how Microwave works.</li>
                    <li>Explain how SDH works.</li>
                    <li>Explain how DWDM works.</li>
                   
                  </ul>
       
        <h5>
        <b>Transmission demystified training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Anyone working in telecommunications.</p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>None.</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>Transmission demystified training course contents</b></h3>
      <ul>
				<li>Transmission basics</li><p>
Systems, media, signals. Signal degradation, noise, distortion, attenuation. Digital, analogue. Modulation, encoding.

</p><li>RF</li><p>
Frequency, wavelength. Distance / range issues, interference, Antenna, power, dB, RF propagation, testing.

</p><li>Microwave transmission</li><p>
What is microwave transmission, point to point communications, line of sight, parabolic antenna, relays, planning considerations, rain and other issues

</p><li>Wired transmissions</li><p>
Copper, Fibre, optical transmission, fibre characteristics, fibre component parts. Multi Mode Fibre (MMF). Single Mode Fibre (SMF). Fibre connections. Lasers. Attenuations, dispersion, optical signal noise ratios (OSNR) and their effects. Channel Spacing and Signal Direction. Limiting factors to single wavelength.

</p><li>Introduction to SDH</li><p>
Timing and synchronisation of digital signals, the plesiochronous digital hierarchy (PDH), the synchronous digital hierarchy (SDH), service protection with SDH. TDM.

</p><li>SDH6</li><p>
Standards, basic units, frames, STM1 frame, bit rates, STM0, STM1, STM4, STM16, STM64, STM256, SDH architecture, rings, Add drop multiplexors. SDH network topologies, structure of SDH equipment, SDH synchronisation, protection switching in SDH networks, SDH alarm structure, testing of SDH, equipment and systems, Ethernet over SDH.

</p><li>WDM overview</li><p>
Multiplexing, TDM, WDM benefits. WDM standards. CWDM vs. DWDM. Four Wave Mixing (FWM). Impact and countermeasures to FWM on WDM.tructure of SDH equipment, SDH synchronisation, protection switching in SDH networks, SDH alarm structure, testing of SDH, equipment and systems, Ethernet over SDH.

</p><li>DWDM</li><p>
ITU G.694.1, channel and spacing. Optical Terminal Multiplexers (OTM). Optical Add/Drop Multiplexers (OADM). Adding versus dropping. Optical Amplifiers. Erbium Doped Fibre Amplifiers (EDFA). Transponders and Combiners. Optical and Electrical Cross Connects (OXCs/DXCs). Cross Connect types (Transparent/Opaque). Advantages and disadvantages of various Optical cross connects.

	</p><li>IP transmission</li><p>
Telecommunications versus data communications, IP transmission, VoIP, MPLS.
</p>
      </ul>

Transmission demystified

<h3><b>SDH training course description</b></h3>
      <p>Our SDH training course is designed for those with a basic knowledge of the principles of telecommunication digital transmission techniques. An overview of the existing transmission hierarchies and their limitations is provided with an introduction to the Synchronous Digital Hierarchy (SDH). The advantages of SDH are explained fully.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
  <li>Identify the major limitations of the PDH network.</li>
					<li>Outline the advantages of using the SDH.</li>
                    <li>Illustrate the various SDH equipment and network topologies.</li>
                    <li>Describe the principles of the SDH multiplexing structure. </li>
                  </ul>
        <h5>
        <b>SDH training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Anyone working with SDH.</p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>It should be noted that this course will assume some basic telecommunication transmission knowledge from the delegates attending. This may be accomplished by attending the Introduction to Telecommunications course.</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>SDH training course contents</b></h3>
      <ul>
				<li>Introduction to SDH </li><p>
Timing and synchronisation of digital signals, the plesiochronous digital hierarchy (PDH), the synchronous digital hierarchy (SDH), service protection with SDH

</p><li>SDH Multiplexing Techniques </li><p>
The multiplexing principles of SDH, mapping and aligning a 2Mbit/s tributary into a TU-12, aligning the VC-12 in a TU-12, multiplexing TU-12's into a TUG-2, multiplexing TUG-2's into a TUG-3, multiplexing TUG-3's into a VC-4, the VC-4 path overhead, the STM-1 frame, the AU-4 pointer, the STM-1 section overheads, multiplexer section protection, transmission at rates higher than STM-1, concatenation line transmission functions in SDH

</p><li>SONET Multiplexing Techniques </li><p>
Mapping a DS1 tributary into a virtual tributary, aligning the VT-SPE into a VT frame, mapping the VTGs into a STS-1 SPE, the STS-1 synchronous payload envelope, the STS-1 frame SONET network sections and lines transmissions at higher rates than STS-1

</p><li>SDH Functions and Facilities </li><p>
SDH network topologies, structure of SDH equipment, synchronisation of SDH networks, protection switching in SDH networks, SDH alarm structure, SDH performance monitoring, testing of SDH, equipment and systems, network management and SDH, asynchronous transfer mode (ATM), future services and technologies

</p><li>OSI Telecommunications Network Management </li><p>
Definition of network management, managing telecom equipment, the managed object library, the management information base, the telecommunications management network (TMN), the Q3 protocol.</p>
      </ul>

SDH foundation

<h3><b>4G training course description</b></h3>
      <p>  This course is designed to give the delegate an
understanding of the technologies used within a 3G
UMTS mobile network. During the course we will
investigate the UMTS air interface and the use of
Wideband-Code Division Multiple Access (WCDMA) to
facilitate high speed data access, together with HSPA
to offer mobile broadband services. We will describe
the use of soft handover rather than hard handover
procedures and soft capacity sharing. The course
includes a brief exploration of the UMTS protocol stack
and the use of PDP Context and QoS support features.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
				<li>Explain the 3G UMTS architecture.</li>
																				<li>Describe the role of a Drifting &amp; Serving RNC.</li>
                    <li>Explain the use of ARQ &amp; HARQ for mobile broadband.</li>
                    <li>Describe how IMS integrates into the architecture.</li>
                    <li>Describe the use of Media Gateway Controllers.</li>
                    <li>Identify the temporary identities used within 3G UMTS.</li>
                  </ul>
        <h5>
        <b>4G training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Anyone working within the telecommunications area,
especially within the mobile environment.</p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>Mobile communications demystified<br />Telecommunications Introduction
							</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>4G training course contents</b></h3>
      <ul>
				<li>LTE Introduction </li><p>
The path to LTE, 3GPP. LTE to LTE advanced.

</p><li>LTE Architecture </li><p>
The core, Access, roaming. Protocols: User plane, Control plane. Example information flows. Bearer management. Spectrum allocation.

</p><li>LTE technologies </li><p>
Transmission, reception, OFDMA, multiple antenna, MIMO.

</p><li>LTE Air interface </li><p>
Air interface protocol stack. Channels, Resource Grid, cell acquisition. Up and downlink controls. Layer 2 protocols.

</p><li>Cell acquisition </li><p>
Power on, selecting networks and cells. RRC connection. Attach procedure.
 
</p><li>Mobility management </li><p>
Roaming, RRC_IDLE, RRC_CONNECTED, cell reselection, handover, interoperation with UMTS and GSM networks.

</p><li>Voice and text </li><p>
IMS, QoS, policy and charging.</p>
      </ul>

4G demystified

<h3><b>LTE training course description</b></h3>
      <p>  This course is designed to give the delegate an
understanding of the technologies used within a 3G
UMTS mobile network. During the course we will
investigate the UMTS air interface and the use of
Wideband-Code Division Multiple Access (WCDMA) to
facilitate high speed data access, together with HSPA
to offer mobile broadband services. We will describe
the use of soft handover rather than hard handover
procedures and soft capacity sharing. The course
includes a brief exploration of the UMTS protocol stack
and the use of PDP Context and QoS support features.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
				<li>Explain the 3G UMTS architecture.</li>
																				<li>Describe the role of a Drifting &amp; Serving RNC.</li>
                    <li>Explain the use of ARQ &amp; HARQ for mobile broadband.</li>
                    <li>Describe how IMS integrates into the architecture.</li>
                    <li>Describe the use of Media Gateway Controllers.</li>
                    <li>Identify the temporary identities used within 3G UMTS.</li>
                  </ul>
        <h5>
        <b>LTE training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Anyone working within the telecommunications area,
especially within the mobile environment.</p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>Mobile communications demystified<br />Telecommunications Introduction
							</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>LTE training course contents</b></h3>
      <ul>
				<li>LTE Introduction </li><p>
The path to LTE, 3GPP. LTE to LTE advanced.

</p><li>LTE Architecture </li><p>
The core, Access, roaming. Protocols: User plane, Control plane. Example information flows. Bearer management. Spectrum allocation.

</p><li>LTE technologies </li><p>
Transmission, reception, OFDMA, multiple antenna, MIMO.

</p><li>LTE Air interface </li><p>
Air interface protocol stack. Channels, Resource Grid, cell acquisition. Up and downlink controls. Layer 2 protocols.

</p><li>Cell acquisition </li><p>
Power on, selecting networks and cells. RRC connection. Attach procedure.
 
</p><li>Mobility management </li><p>
Roaming, RRC_IDLE, RRC_CONNECTED, cell reselection, handover, interoperation with UMTS and GSM networks.

</p><li>Voice and text </li><p>
IMS, QoS, policy and charging.</p>
      </ul>

Essential LTE

<h3><b>Essential IMS training course description</b></h3>
      <p>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.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
				  <li>Describe the IMS.</li>
					<li>Describe the IMS architecture.</li>
                    <li>Explain how charging, security and QoS is handled in the IMS.</li>
                    <li>Explain how the IMS supports service enablers such as Push to talk and Presence.</li>
                  </ul>
        <h5>
        <b>Essential IMS training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Telecommunications staff. </p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>Mobile communications overview</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>Essential IMS training course contents</b></h3>
      <ul>
				<li>Mobile communications review </li><p>
The role of IP in telecommunications. GSM to IMS. Enhanced multimedia services, Push To, convergence, conferencing, roaming.

</p><li>What is IMS? </li><p>
What it is, why IMS, standard bodies: 3GPP, IETF, OMA, IMS services. MMD comparison.

</p><li>IMS architecture blocks 	</li><p>
Overview, IMS functions, IMS interfaces, IMS protocols, IMS elements, IMS reference points. Access network, IMS in GSM, CDMA, WiFi &amp; PSTN networks. Core network. Application, Control and Call planes.

</p><li>HSS - User database </li><p>
Identification. The user database, role of HSS, SLF and multiple HSSs. 'Normal' identities, IMPI, IMPU.

</p><li>IMS signalling: SIP </li><p>
What is SIP? SIP URI, contact address, UAs, Proxies, basic SIP call flow, SIP sessions.

</p><li>IMS other protocols </li><p>
Megaco, Diameter, XML, XCAP, COPS, RTP/RTCP, SDP, H.324M, IM and MSRP.

</p><li>Call/Session Control </li><p>
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.

</p><li>IMS services </li><p>
Open service platform, Application Servers, profiles, AS interface with S-CSCF. 'Normal' services (Caller ID, Call waiting, transferâ¦) Push to talk Over Cellular (PoC), IMS conferencing, Group management, IMS Presence, IMS Messaging. Other possible applications. Media servers. (MRFC, MRFP).

</p><li>Gateways </li><p>
IMS PSTN procedures, BGCF, PSTN interface. SGW, MGCF, MGW

</p><li>Charging </li><p>
Architecture, Offline, online and flow based charging, charging reference points, CCF, DIAMETER, ICID, IOI.

</p><li>IMS security </li><p>
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.</p>
      </ul>

Essential IMS

<h3><b>3G training course description</b></h3>
      <p>  This course is designed to give the delegate an
understanding of the technologies used within a 3G
UMTS mobile network. During the course we will
investigate the UMTS air interface and the use of
Wideband-Code Division Multiple Access (WCDMA) to
facilitate high speed data access, together with HSPA
to offer mobile broadband services. We will describe
the use of soft handover rather than hard handover
procedures and soft capacity sharing. The course
includes a brief exploration of the UMTS protocol stack
and the use of PDP Context and QoS support features.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
				<li>Explain the 3G UMTS architecture.</li>
																				<li>Describe the role of a Drifting &amp; Serving RNC.</li>
                    <li>Explain the use of ARQ &amp; HARQ for mobile broadband.</li>
                    <li>Describe how IMS integrates into the architecture.</li>
                    <li>Describe the use of Media Gateway Controllers.</li>
                    <li>Identify the temporary identities used within 3G UMTS.</li>
                  </ul>
        <h5>
        <b>3G training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Anyone working within the telecommunications area,
especially within the mobile environment.</p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>Mobile communications demystified<br />Telecommunications Introduction
							</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>3G training course contents</b></h3>
      <ul>
				<li>D3GPP specifications </li><p>
3GPP standards body, Evolution path, Frequency and bandwidth, Conceptual model, UMTS general architecture, UTRAN architecture &amp; radio access bearer.

</p><li>CDMA principles </li><p>
CDMA principle, Code characteristics, Code requirements.

</p><li>CDMA requirements </li><p>
Synchronization, Power control, Soft handover, Rake receiver, Antenna consideration, Multi-user detection.

</p><li>Radio interface protocol architecture </li><p>
Access stratum &amp; non-access stratum, Overall protocol structure, Logical and transport channels, Physical channels, Protocol termination.

</p><li>Layer 2 Protocols </li><p>
Medium Access Control (MAC) Protocol, Radio Link Control (RLC) Protocol, Packet Data Convergence Protocol (PDCP) protocol, Radio Interface for Broadcast/Multicast Services.

	</p><li>Radio Resource Control (RRC) Protocol </li><p>
RRC Architecture, RRC Protocol State, Broadcast of information, RRC connection management, Radio bearer management, RRC connection mobility functions, Power control, Ciphering and Integrity.

</p><li>Mobile procedures </li><p>
Mobility management states and transitions, UMTS identities, Procedures in Idle mode (location updates, cell selection/ re-selection), Circuit-switched call set-up, Packet-switched context activation and context preservation, Data transfer initialization, Soft-handover procedure.

</p><li>Introduction to HSPA </li><p>
The need for high speed data, Fast HARQ, Improved scheduling, Additional channels, Soft combining, HS-DSCH codes, Uplink HSPA vs downlink HSPA, Full HSPA, Use of MIMO, Enhanced CELL_FACH.</p>
      </ul>

3G demystified

<h3><b>Signalling training course description</b></h3>
      <p>An intensive course that defines and explores the signalling methods that are to be found in today's telecommunications services.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
     <li>Describe the Functionality and Features of Signalling.</li>
					<li>Describe the Functionality of Analogue &amp; Digital Subscriber Signalling.</li>
                    
                    <li>Describe the various types of signalling used on different network types.</li>
                    <li>Describe the Functionality of Private Network Signalling.</li>
                    <li>Describe the Functionality of Public Network Signalling.</li>
                  </ul>
        <h5>
        <b>Signalling training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Personnel involved with systems design, implementation and support.</p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>Telecommunications Introduction</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>Signalling training course contents</b></h3>
      <ul>
				<li>Introduction 	</li><p>
What is Signalling?, Standards, ITU-T Recommendations, Signalling Categories - Supervisory Addressing, E.164, Call Information, Network Management, Network Components, Inband/Outband Switch Signalling, Analogue Vs Digital Signalling.

</p><li>Analogue Subscriber Signalling </li><p>
Analogue Local Loops/Switches/Trunks, Digital Switches/Local Loops, Telephone Handset, Accessing the Local Exchange, Pulse/Tone Dialling.

</p><li>Digital Subscriber Signalling </li><p>
Integrated Digital Access, DASS2 &amp; DPNSS, DASS2 - Call, IMUX, Euro ISDN, Q.931 Call Control, Message Identification, Message Types, Call Establishment Messages, Call Clearing.

</p><li>Network Types </li><p>
Service Types, Circuit Switched, Packet Switched, Signalling Terminology, In-Channel Signalling, G.704, Performance and Quality, Digital Signalling, CAS, CAS Applications, Foreign Exchange, CCS, Break-In/Out

</p><li>Private Network Signalling Types </li><p>
Networking PABXs, Inter PABX Analogue Signalling Methods, E &amp; M, Tone-On-Idle, Inter PABX Digital Signalling Methods, DPNSS, DPNSS Deployment, PABX Support for DPNSS, DPNSS Call, Q.Sig, Q.Sig support/functionality/protocol, Message Overview, Call Establishment.

</p><li>Public Network Signalling </li><p>
SS7, SS7 Operations, SS7 Topology, SSP, STP, SCP, Database Types - CMSDB NP LIDB HLR VLR, Signalling Modes, Link Types, Further Redundancy, Linksets, SS7 addressing, Point Codes, Sub-System, Global Title Addressing and Translation, ANSI PCs, ITU-T PCs, SS7 Protocol Stack, MTP Level 1, MTP Level 2, Flow Control, FISU, LSSU, MSU, MSU SIF, MTP Level 3, SCCP, TCAP, TUP, Facility Format, Main Facilities, Flow Control Negotiation, Closed User Groups, Reverse Charging, Fast Select Facility, Throughput Class Negotiation, Call Barring, On-Line Facility Registration. BTUP, ISDN ISUP, Supplementary Services, ISUP Call - IAM, Progress/Answer/Suspend/ Resume/Release Messages,

</p><li>Intelligent Network (IN) </li><p>
Introduction, IN Evolution, IN Conceptual Model, IN Target Services &amp; Service Features, Service Independent Building Blocks
</p>
      </ul>

Signalling systems for engineers

<h3><b>GSM training course description</b></h3>
      <p> GSM is in widespread use today. This seminar gives an comprehensive overview of GSM.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
				 <li>Explain what GSM is.</li>
					<li>Describe the architecture of the GSM network.</li>
                    <li>Describe the GSM protocol stack.</li>
                  </ul>
        <h5>
        <b>GSM training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Anyone who needs to know more about GSM. </p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>Telecommunications Introduction</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>GSM training course contents</b></h3>
      <ul>
				<li>Introduction </li><p>
History of GSM, analogue networks, digital
networks, PCS1900.
</p><li>GSM services </li><p>
Telephony, digital encoding, data rates, Group 3
fax, SMS, Supplementary services.
</p><li>GSM architecture </li><p>
Mobile station
Mobile Equipment (ME), Subscriber Identity
Module (SIM).
</p><li>Base Station Subsystem </li><p>
Base Transceiver Station (BTS), Base Station
Controller (BSC).
</p><li>Network Subsystem </li><p>
Mobile Services Switching Centre (MSC), Home
Location Register (HLR), Visitor Location Register
(VLR), Equipment Identity Register (EIR), Visitor
Location register (VLR), Authentication Centre
(AuC)
</p><li>Radio Link Aspects </li><p>
Bands, FDMA, TDMA, Traffic channels, Control
channels, Speech coding, Channel coding and
modulation, Multipath equalisation, Frequency
hopping.
</p><li>GSM signalling </li><p>
SS7 overview, GSM SS7 nodes, Base Station
Subsystem Application Part (BSSAP), Transaction
Capabilities Application Part (TCAP), Mobile
Application Part (MAP).
</p><li>Interfaces </li><p>
Um, Abis and A interfaces.
</p><li>Mobility and call processing in GSM </li><p>
Attach &amp; location update process, mobile
originate, mobile termination, handovers.
</p><li>GSM services </li><p>
Tele services, Bearer services, supplementary
services, SMS, security.
</p><li>GSM futures </li><p>
GPRS, UMTS. 
</p>
      </ul>

Total GSM

<h3><b>Call centre training course description</b></h3>
      <p>A theory based course covering the major technologies found in call centres today.</p>
        
				<h5><b>What will you learn</b></h5>
				<ul>
				 
				<li>ACD </li>
                    <li>IVR</li>
                    <li>CRM</li>
                    <li>CTI</li>
					<li>Diallers</li>
                  </ul>
        <h5>
        <b>Call centre training course details</b> </h5>
				<div>
					<div>
						<ul>
							<li><b> Who will benefit:</b> </li>
							
              <p>Anyone needing to know about technologies used in call centres. </p>
              
							<li><b>Prerequisites:</b></li>
							
              <p>Telecommunications Introduction<br />
                    Introduction to data comms and networking</p>
              
							<li><b>Duration</b></li>
							
              <p>2 days
						</p>
              
							
              
              
						</ul>
					</div>
				</div>
      <h3><b>Call centre training course contents</b></h3>
      <ul>
				<li>Overview </li><p>
What are call centres? What are contact centres, Inbound call centres, outbound call centres, blended call centres, Call centre architectures.

</p><li>Telephony and telecomms basics </li><p>
PSTN, switching, PBXs, call routing.

</p><li>Data basics </li><p>
OSI, IP, VoIP.

</p><li>Routing, queuing and matchmaking </li><p>
Principles, distribution, sequencing.

</p><li>ACDs </li><p>
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.

</p><li>Call centre integration </li><p>
Media types, VoIP, unified messaging, VoiceXML.

</p><li>CTI </li><p>
Simple CTI, 1st and 3rd party integration, CTI benefits and applications in call centers.

</p><li>Diallers </li><p>
History, campaigns, campaign types, Call Progress Detectors, Preview and Predictive Dialling.

</p><li>Management tools </li><p>
Measuring, managing, optimising, recorders, forecasting call centre resources.
</p>
      </ul>

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