what does connect training look like? - shoretel · what does connect training look like? beginning...
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Connect Certification FAQ—ShoreTel University
What Does Connect Training Look Like? Beginning with Connect, ShoreTel University is introducing a new way to obtain certification. Instead of taking a lengthy class, we are implementing a modular format called “academies”. An academy is similar to obtaining a college degree. You take multiple classes that result with a degree in a particular major. Academies contain several modules that result in a specific certification. The academy format has many benefits including:
• Completing a significant portion of training online and at your own pace • Reducing time away from home • Reducing time out of the field • Single enrollment for all classes • Clear roadmap to certification
Here is an example comparing the existing 3200 Installer certification to the new Installer Academy.
Fig 1. Modular Format—Courses included in an Academy
What is Included in My Training Academy? Each academy includes a two year subscription. The subscription includes the following advantages:
• Access to all upgrade training made available at no additional cost upon product release.
• Access to additional recommended classes related to the chosen academy for further development of your knowledge and skills.
• Exact requirements for achieving and maintaining certification are clearly defined.
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Connect Certification FAQ—ShoreTel University
• Subscription ownership remains with the partner. If an employee leaves the company the employer can use the subscription to train another employee.
Fig 2. Academy + Subscription
What is This Going to Cost? Sales training remains at no cost to the partner and auto-renews every two years. Technical training requires a subscription for each Technical Academy an employee is enrolled in. The new modular academy format reduces some actual and opportunity costs. ShoreTel University is reducing technical certification/academy pricing based on the current cost model for partners. Because live-classroom time is reduced, associated travel costs (hotels, meals, etc.) will also be reduced. Product upgrade training costs are included in the two year subscription and are not a separate expense. A “continuity” subscription is available at the end of the partner’s current two year subscription. This is a renewal of the current subscription. To be eligible for continuity pricing your certification(s) must be current. Note: See the following charts for list pricing in US dollars.
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Connect Certification FAQ—ShoreTel University
Standard Academies List Price SKU
UC System Programmer (UCSP) $1,563 97184
UC System Installer (UCSI) $1,563 97181
UC Support Engineer (UCSE) Certification in UCSE also gives certification as UCSI & UCSP $5,063 97187
ShoreTel Mobility System Installer (SMSI) $2,188 97190
ShoreTel Mobility Support Engineer (SMSE) Certification in SMSE also gives certification as SMSI $3,500 97193
Contact Center System Programmer (CCSP) $1,563 97199
Contact Center System Installer (CCSI) $1,563 97196
CC Support Engineer--Tier 1 (CCSE) Certification in CCSE also gives certification as CCSP & CCSI $5,063 97202
Continuity Academies List Price SKU
UC System Programmer (UCSP) Continuity $125 97236
UC System Installer (UCSI) Continuity $125 97238
UC Support Engineer (UCSE) Continuity Certification in UCSE also gives certification as UCSI & UCSP $225 97240
ShoreTel Mobility Support Engineer (SMSE) Continuity Certification in SMSE also gives certification as SMSI $225 97244
CC Support Engineer--Tier 1 (CCSE) Continuity Certification in CCSE also gives certification as CCSP & CCSI $225 97248
What is the Certification Policy for Upgrading to Connect from My Current Certification? The below guidelines are based on a per-individual certification and are not meant to be interpreted at a partner level.
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Connect Certification FAQ—ShoreTel University
Moving a current certification to Connect will follow these guidelines. 1. Individuals who received an extension and/or were current in their certification/Champion
Partner Status as of June 30th 2015: a. Will be extended through the first half of the partner year (April 1st 2016) according to
Champion Partner requirements b. Requirements
I. Technical Certification: i. Cost: Same price as continuity subscription (will be good for two years) ii. Complete all delta training modules iii. All update training through Release14.2 will be included (as
recommended but not required) II. Sales Certification:
i. Complete the new academy/certification. There is no delta training available due to new pricing/SKUs, and etc.
2. Individuals who did NOT hold a current certification as of June 30th 2015
a. No certification extension will be granted b. Must complete the new certification by April 1st 2016 according to Champion Partner
requirements c. Requirements
I. Technical Certifications: i. Cost: Current full partner pricing for an academy/subscription ii. Must complete the entire course (no delta training)
II. Sales Certification: i. Complete the new academy/certification. There is no delta training
available due to new pricing/SKUs, and etc.
Which Certifications are Required for Partner Tier/Champion Levels? Please refer to the Champion Partner Handbook posted on the partner site at https://partners.shoretel.com/programs/champion/ for partner tier/champion level requirements.
Academy Enrollment With the new modular format model you will want to enroll in an academy. Why? Because the academy will lay out your training plan, step by step, and allow you the ability to select the training classes that are right for you.
What Academies do I Need? Can I Enroll in More Than One? Yes, you can enroll in as many academies as you need and you might enroll in more than one. Each technical academy requires a separate subscription fee. Following is a series of Sales and Technical Academy charts for New and Existing Partners to help you determine the correct Academy to enroll in.
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Connect Certification FAQ—ShoreTel University
New Partners: Sales Academies
Note: To fulfill the Contact Center Practice requirements of the Champion Partner Program you must also take the “Enterprise” versions of these academies which include the ShoreTel Connect Contact Center courses. Note: Sales training is at no cost to the partner and auto-renews every two years.
Example: New
Partner Sales Rep
wanting to sell
ShoreTel UC Cloud,
Onsite and Hybrid
solutions would enroll
in two academies; the
ShoreTel Sales Cloud
Enabled Academy and
the ShoreTel Sales
Onsite Academy.
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Connect Certification FAQ—ShoreTel University
Technical Academies
Note: To fulfill the Contact Center Practice requirements of the Champion Partner Program you must also take the ShoreTel Connect Contact Center versions of these academies. Note: Technical training requires a subscription for each Technical Academy an employee is enrolled in.
Example: Technical
specialist responsible
for hardware
installation would enroll
in the UC System
Installer Academy. If
responsible for
software programming,
enroll in the UC
System Programmer
Academy. If performing
both job roles, then
enroll in both the UC
Installer and System
Programmer
Academies.
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Connect Certification FAQ—ShoreTel University
Existing Partners: Sales Academies
Note: To fulfill the Contact Center Practice requirements of the Champion Partner Program you must also take the “Enterprise” versions of these academies which include the ShoreTel Connect Contact Center courses. Note: Sales training is at no cost to the partner and auto-renews every two years. Technical Continuity Academies
Note: Some of the Technical Academies can satisfy more than one requirement for the Champion Partner Program.
Example: If a UC
implementation
specialist in 14.2 you
might need to have
both the System
Installer and System
Programmer
Academies depending
on your job role.
Example: New
Partner Sales Rep
wanting to sell
ShoreTel UC Cloud,
Onsite and Hybrid
solutions would enroll
in two academies; the
ShoreTel Sales Cloud
Enabled Academy and
the ShoreTel Sales
Onsite Academy.
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Connect Certification FAQ—ShoreTel University
This is true regardless if they are standard academies OR continuity academies. 1. UC Support Engineer Academy: Also provides certification in the UC System Installer
(UCSI) and UC System Programmer (UCSP) academies. 2. Contact Center Support Engineer (CCSE): Also provides certification in the Contact
Center System Installer (CCSI) and Contact Center System Programmer (CCSP) academies
3. ShoreTel Mobility Support Engineer (SMSE): Also provides certification in the ShoreTel Mobility System Installer (SMSI) academy.
Note: Technical training requires a subscription for each Technical Academy an employee is enrolled in. Remember, no more searching the catalog for individual classes. Just enroll in an academy and all the required courses will be clearly outlined for you, removing any guess work.
Are Connect Certifications Backward Compatible? No, Connect certifications stand on their own. While we have discussed Continuity Academies above as a part of a migration path to Connect if you want to maintain/receive certification on 14.2 you will need to take the training for 14.2 separately.
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Connect Certification FAQ—ShoreTel University
End User Training ShoreTel University offers a complete suite of end user training courses. The free courses can be found here http://support.shoretel.com/kb/view.php?t=End-User-Training Other courses, where there is a fee can be found by logging into Certification Central. Here is a list of end user training offered by ShoreTel University. Note: Chart shows list pricing in US dollars when there is a fee for the training.
• SP = Self-paced courses • ILO = Instructor Led Online courses • ILC = Instructor Led Classroom courses (meaning you go to a specific training location)
End User CLOUD Client
End User CLOUD Contact Center client
Admin CLOUD Portal
End User ONSITE client
End User ONSITE Contact Center client
Admin ONSITE Director
BR-014.01sp Connect Portal End User Training FREE!
Connect Contact Center Supervisor Part of Implementation Cost
BR-015.01sp Connect Portal Admin Part of Implementation Cost
BR-002.01sp Basic Phone / Client FREE!
OT-306.01sp Connect Contact Center Supervisor $85 = ILO
OT-101.01sp Connect Director Admin 1 $170 = sp
Connect Contact Center Agent Part of Implementation Cost
BR-016.01sp Connect Portal Call Flow Editor Part of Implementation Cost
OT-201.01sp Advanced Client / Role Client FREE!
OT-307.01sp Connect Contact Center Agent $85 = ILO
OT-302.01sp Connect Contact Center Admin $170 = sp
OT-303.01sp Connect Contact Center Reports $85 = sp
OT-304.01sp Connect Contact Center Scripting Overview $85 = sp
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Connect Certification FAQ—ShoreTel University
Certification Central - The Dashboard With the launch of Connect you have a brand new way of interacting with your own personalized training plan. Here are some of the basics explained. The Dashboard
Short Cuts: Give you quick access to the key functions (see below) no matter where you are on Certification Central. Key Functions:
Resume: Takes you back to the last class you interacted with. Makes it easy to pick up where you left off. BUT, it will also take you back to the last class even if you finished it. Check the completion tab to see your status.
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Connect Certification FAQ—ShoreTel University
In the following example the course is complete and no further action is required. Thanks to the design of the Academy you can revisit any class in your academy at any time even if it is complete!
Catalog: Provides you access to an organized list of academies and classes you can choose from. The primary lists are Sales and Technical. • Sales Folder: Lets you choose sales academies, ala carte (individual courses) and any of the 14.2/SKY classes. • Technical Folder: Lets you choose technical academies, ala carte (individual courses) and any of the 14.2/SKY classes. Message Board: Lists Cert Central announcements and updates. These include, primarily a list of emails sent to you based on enrollment and completion of modules and academies. Resources: A convenient place to find and download; student guides, abstracts, course descriptions, lab guides, etc. for any academies/modules you have enrolled in. You can also find location information for Instructor Led Classroom (ILC) sessions held at ShoreTel offices, hotels or authorized training locations around the world. My Courses: Quick access to the academy or courses you are already enrolled in. It is set up as your own personal catalog AND organized in the same way as the catalog.
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Connect Certification FAQ—ShoreTel University
Training Help: Quick access to the ShoreTel Knowledge base. You MUST be logged into the partner portal for this page to display correctly.
How Do I Enroll Here are the steps to easily enroll in your Academy.
1. Log into certification central from the partner site: https://login.shoretel.com/ShoreTelLoginPage
2. Select Catalog
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Connect Certification FAQ—ShoreTel University
3. Choose your Training Type: Sales or Technical
4. Then select Connect Academies
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Connect Certification FAQ—ShoreTel University
5. Technical Academy Enrollment Example: – UC System Installer (UCSI) • Subscription required for Technical Academies • Click on Shopping Cart and Proceed to Cart
6. Apply subscription coupon code, review order and print receipt
• Return to Catalog or My Courses to Open the academy steps
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Connect Certification FAQ—ShoreTel University
• Academy curriculum path is displayed; complete the steps and you’re on your way! Note: Use the pulldown arrows for a printable Academy or Course Abstract.
7. Sales Academy Enrollment Example: - ShoreTel Sales Cloud Approved (SSCA) • From main Dashboard click on Catalog / Sales Training / Connect Academies • Click Enroll for the academy you want
Note: Sales training is at no cost to the Partner • Click Open for academy steps
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Connect Certification FAQ—ShoreTel University
• Academy curriculum path is displayed; complete the steps and you’re on your way! Note: Use the pulldown arrows for a printable Academy or Course Abstract.
If you have further questions please do not hesitate to ask. Email ShoreTel University at: [email protected]