Global Voic Migration Training

Transcription

1 Global Voic Migration Training How Cisco IT Trained Users for Migration to Global Voic System A Cisco on Cisco Case Study: Inside Cisco IT 1

2 Overview Challenge Develop training solution that would facilitate acceptance and adoption of Cisco Unity by approximately 35,000 Cisco employees. Solution Provide 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 Steps During 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. 2

3 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 undertaken Training 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 3

4 Challenge Understand needs of end-user audience Help to reduce Day 2 support issues Encourage users to enroll in system before site cutover 4

5 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 need Distributed Global Voice Mail survey to all employees to learn about voic usage and training preferences 5

6 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 6

7 Challenge Reduce Day 2 Support Issues Proactively mitigate Day 2 support calls by calculating the top learning issues that could be addressed by enduser 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 7

8 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 voic password 8

9 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 9

10 Solution Training strategy End-user training User learning aids Executive Assistant workshop Localization 10

11 Training Strategy Training could not be onesize-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 11

12 Training Strategy (Contd.) All training is published on the Program Unity End-User Website so that users can choose materials at their convenience 12

13 Solution End-User Training Offered as a combination of Web-based training and viewlets (short interactive simulations built from screen captures and PowerPoint slides) 13

14 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 Module 2 Module 3 Module 4 Module 5 Module 6 Getting Started with Unity Voice Messaging (viewlet, 4 lessons, English) Cisco PCA: Unity Assistant and Unity Inbox (WBT, 7 lessons, 9 languages) Setting voice preferences from your telephone (viewlet, 4 lessons, English) Distribution Lists (viewlet, 2 lessons, English) Up to Speed with Cisco Unity: Sales and CAP Managers (viewlet, 2 lessons, English) 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 14

15 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 card Cisco Unity Menus and Shortcuts (wallet card) Cisco Unity at a Glance quick reference Cisco Unity Server Information Cisco Unity Voice Messaging FAQs Cisco Unity User Guide Distribution List Manager (DLM) User Guide and Online Help 15

16 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 16

17 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 17

18 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, Webbased training, Executive Assistant workshop, and train-the-trainer sessions. 18

19 Resources More information about Program Unity is available at the following URLs:Sub-bullets are size 20 and indented Steps to Success page: Cisco Unity Training: Current ECSBU Cisco Unity training classes are located at 19

20 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 20