Global Voicemail Migration Training - Cisco...Module 1 Getting Started with Unity Voice Messaging (viewlet, 4 lessons, English) Module 2 Cisco PCA: Unity Assistant and Unity Inbox

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Global Voicemail Migration TrainingHow Cisco IT Trained Users for Migration to Global Voicemail System

A Cisco on Cisco Case Study: Inside Cisco IT


Overview

ChallengeDevelop training solution that would facilitate acceptance and adoption of Cisco Unity™ by approximately 35,000 Cisco®employees.

SolutionProvide variety of training offerings, from Web-based modules to wallet cards and quick reference guides, in a centralized Website location for users to select and use at their convenience.

Next StepsDuring initial implementations, capture user feedback regarding pre-enrollment instructions, Web-based training, Executive Assistant workshop, and train-the-trainer sessions to continue to improve and update training materials.


Background

Program Unity is a joint initiative between Cisco® IT and the Cisco Enterprise Communications Software Business Unit (ECSBU) to globally replace the existing Avaya Octel voice messaging system with a Cisco Unity™ system—the largest Cisco Unity deployment ever undertakenTraining track was chartered to work from a global perspective yet maintain flexibility to accommodate differences in culture, language, and user preferences that existed across the four Cisco global regions


Challenge

Understand needs of end-user audience

Help to reduce Day 2 support issues

Encourage users to enroll in system before site cutover


Challenge – Understand Needs of End Users

Goal—Develop training solution that would facilitate acceptance and adoption of Cisco Unity™ by approximately 35,000 Cisco®employees Challenge—Who are these users and what do they needDistributed Global Voice Mail survey to all employees to learn about voice-mail usage and training preferences


Challenge – Understand Needs of End Users (Contd.)

Conducted focus group pilot test with executive assistants in San Jose, CA, and Europe

Results from both activities validated assumption that employees use voice mail differently, depending on their organizational roles. High message volume “power users” would require targeted training


Challenge – Reduce Day 2 Support Issues

Proactively mitigate Day 2 support calls by calculating the top learning issues that could be addressed by end-user training:

Enrollment

New phone conversation

Power-user learning needs

Developed online training modules and a variety of learning aids, and communicated their availability to users before, during, and after a site cutover


Challenge – Encourage Users to Enroll in System Before Site Cutover

Enrollment in the Cisco Unity™ system before cutover is important for two reasons:

Allows users to try system and training before system is “live”

Activates “Name Confirmation feature” when users record their voice name during enrollment

Simplified enrollment process by developing Cisco®Personal Communications Assistant Redirect (Cisco PCAR), which lets users log on to Cisco PCA with their intranet password and set their voice-mail password


Challenge – Encourage Users to Enroll in System Before Site Cutover (Contd.)

Encouraged users to enroll in Cisco Unity system with frequent communications, an open enrollment period before the cutover, and various user information from the Program Unity Website


Solution

Training strategy

End-user training

User learning aids

Executive Assistant workshop

Localization


Training Strategy

Training could not be “one-size-fits-all” because the user group was too large and diverse. Training needed to be scalable yet effective.

Developed a variety of training and information materials to meet users’needs


Training Strategy (Contd.)

All training is published on the Program Unity End-User Website so that users can choose materials at their convenience


Solution – End-User Training

Offered as a combination of Web-based training and viewlets (short interactive simulations built from screen captures and PowerPoint slides)


Solution – End-User Training

Structured as six short modules that can be combined into a set of recommended lessons, depending on user role. Two modules are specifically targeted to power users.

Module Title Recommendations

Module 1 Getting Started with Unity Voice Messaging (viewlet, 4 lessons, English)

Module 2 Cisco PCA: Unity Assistant and Unity Inbox (WBT, 7 lessons, 9 languages)

Module 3 Setting voice preferences from your telephone (viewlet, 4 lessons, English)

Module 4 Distribution Lists (viewlet, 2 lessons, English)

Module 5 Up to Speed with Cisco Unity: Sales and CAP Managers (viewlet, 2 lessons, English)

Module 6 Supporting Executive Staff: Executive Administrative Assistants (WBT, 1 lesson, 9 languages)

Required for executive assistants: Modules 1, 2, 3, 4, 6

Recommended for sales and CAP managers: Modules 1, 2, 3, 4, 5

Recommended for all Cisco® employees: Modules 1, 2, 4


Solution – User Learning Aids

Surveys and focus groups indicated that users preferred a variety of methods for learning the Cisco Unity™ system. The following materials are currently offered from the Program Unity Website:

Badge cardCisco Unity Menus and Shortcuts (wallet card)Cisco Unity at a Glance quick referenceCisco Unity Server InformationCisco Unity Voice Messaging FAQsCisco Unity User GuideDistribution List Manager (DLM) User Guide and Online Help


Solution – Executive Assistant Workshop

Three-hour, instructor-led workshop developed for executive assistants (in addition to Web-based training module)

Workshop designed to help assistants learn the Cisco Unity™ system as well as to teach executives that they support

Workshop mandatory for all executive assistants


Solution – Localization

Cisco Unity User Guide, two quick reference guides, Module 2 and Module 6 were translated into eight languages

Localization costs for Web-based training includes translation of audio scripts, onscreen text, and audio narration, and are calculated according to word count for each

Localization can be very expensive, but also important to the target audience

Having stable product interface and minimizing changes can help contain cost


Next Steps and Anticipated Results

Global implementation of Cisco Unity™ began in June 2004, starting at smaller sites then migrating to larger sites such as San Jose, CA, and Research Triangle Park, NC.

During initial implementations, Training track hopes to gain feedback about pre-enrollment instructions, Web-based training, Executive Assistant workshop, and train-the-trainer sessions.


Resources

More information about Program Unity is available at the following URLs:Sub-bullets are size 20 and indented

Steps to Success page: http://www.cisco.com/go/stepstosuccess

Cisco Unity™ Training: Current ECSBU Cisco Unity training classes are located at

http://www.cisco.com/pcgi-bin/front.x/wwtraining/CELC/index.cgi?action=CourseList

http://www.cisco.com/go/stepstosuccess

http://www.cisco.com/pcgi- bin/front.x/wwtraining/CELC/index.cgi?action=CourseList

http://www.cisco.com/pcgi- bin/front.x/wwtraining/CELC/index.cgi?action=CourseList


To read the entire case study, or for additional Cisco IT case studies on a variety of business solutions, visit Cisco on Cisco: Inside Cisco IT

www.cisco.com/go/ciscoit

http://www.cisco.com/go/ciscoit

Documents

Global Voicemail Migration Training - Cisco...Module 1 Getting Started with Unity Voice Messaging (viewlet, 4 lessons, English) Module 2 Cisco PCA: Unity Assistant and Unity Inbox