2008 InAAU International conference

Event Type:	Conference
Date:	March 30 - April 3, 2008
Location:	San Diego, CA

 

Be sure to join Cross for the following
Presentations:

Data Networking for Voice Professionals

Presented by: David Lover, Cross Chief Strategy and Technology Officer
Sunday, 1 - 3 p.m.
There's no secret that telecommunications equipment (like the Avaya Communication Manager's Servers and Gateways) are full blown data devices that must live peacefully on a data network. For a lot of voice professionals, the technology and the terminology can be intimidating. The real secret is that data networking is actually easier to understand than most telecommunication systems. In this session, we'll get into the basics of cabling, switches, and routers. We'll talk about IP addressing, explaining things like subnet masks and default gateways. We'll also explain what VLAN's and QOS tags are and why they're important to voice communications. If you're new to data networking or need a refresher on the basics, this session is for you.

S8xxx Media Server Monitoring and Management

Presented by: David Lover, Cross Chief Strategy and Technology Officer
Tuesday, 10:30 a.m. - Noon & Wednesday, 10:30 a.m. - Noon
Now that you've migrated to the new Avaya Media Servers (like the S8500 or the S8700's), you have a whole new flexibility in managing and maintaining the server. From SNMP integration to automatic offsite translation storage, Avaya has provided a ton of wizards, tools, and features that will allow you to better integrate your Media Server into the rest of your infrastructure. We'll show you some tips and tricks, using the integrated web-based tools of the Media Servers, to help get the most out of your migration. And no, you don't have to know Linux to do it. We'll show you how!

Meet the Langs: A Case Study of Contact Center Design

Meet the Langs

Doug Lang, Cross VP of CPS Support
Wednesday, 4:05 - 5:35 p.m.
You've met the Lovers now meet the Lang's! See your contact center through the eyes of the Lang family. Is your contact center designed to be appealing to the customers who want to contact you? Your customers have preferences as to how they want to do business with you, and if their needs aren't met, will take their business elsewhere. Is the culture that you portray in your contact center appropriate to the demographics of your customers? If you support multiple forms of contact, do you treat them with an appropriate service level? Are you able to track them all consistently? In a follow-up to last year's presentation we'll look at various members of Doug Lang's family and participate in on the best ways to meet their needs. We'll give you creative ideas that you can use right away to better understand your customers. Know your customers. Know the technology. Connect the dots. We'll get you started!

Vectors, Agents and Skills ... Oh My! Call Center 101

Tony Gallahue, Cross Demonstration and Briefing Specialist
Monday, 1:30 - 2:30 p.m.
This session will contain not only the basic terminology and programming within the Avaya contact center world but will also include call center theory, best practices and trends. Let's face it, there is more to it than just clicking your heels three times and wishing it all works out!

The attendees of this session will be taken on a journey that will help them acquire Brain Power with the terms, trends, best practices and theory in the Avaya Call Center world. They will also gain the Courage to implement a true world class Call Center and the Heart to be the pivotal force on the front end of their business.

There are benefits to gain at the end of this rainbow. Not only will you be making your individual corporations successful and profitable in the near-term but also viable for long term sustainability, growth and increased customer satisfaction. This time it will be well worth your while to pay attention to the Wizard behind the curtain!