call center applications

Call Center Applications – Training Catalog

© 2016 Airbus DS Communications, Inc. This catalog is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Airbus DS Communications, Inc. Unauthorized reproduction, use, or distribution of this catalog, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. All trademarks, service marks, product names, brands, company names and logos appearing in this proposal are the property of their respective owners.

CALL CENTER APPLICATIONS Call Handling, Mapping, Data Management / Reporting

Training Catalog April 2017



REVISION HISTORY

Date Author Change

April 5, 2016 D. Geiger Corrected formatting in the VESTA 9-1-1 Agent Train-the-Trainer: 000001-06702 section.

August 25, 2016

D. Geiger Added:

- 000001-06804: VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer

- 000001-08539: Train-the-Trainer Coaching Class

- 000001-06709: VESTA 9-1-1 Additional Agency For Admin Class

Revised:

- 000001-06704 (New Title): VESTA 9-1-1 Administrator for Standard Site (Former VESTA 9-1-1 Standard Administrator)

- 000001-06708 (New Title): VESTA 9-1-1 Administrator For Complex Site (Former Vesta 9-1-1 Advanced Administrator)

- 000001-06803 (New Title and 3 Days): VESTA SMS I&M (Airbus Training Center)

- Section 7.1: Training Program Modification Waiver to be completed and signed by the customer. Changed to completed and signed by the Channel Partner.

Discontinued:

- 000001-06802 (On-Site): VESTA SMS (Text-to-9-1-1) C&M

- 000002-26706 (On- Site): VESTA 9-1-1 Troubleshooting

April 5, 2017 D. Geiger Added:

- 000001-06605: VESTA 9-1-1 Heads Up Display (HUD) Administrator

- Revised:

- Replaced Chicago / Westchester facility information with Brentwood, TN

- 000001-69005 (VESTA Map: Maintenance / Admin / Customer maintains ArcGIS data) changed to 861363-06906

- 000000-24400: VESTA Analytics I&M (Customer Site with mobile unit) changed to 000000-24401



TABLE OF CONTENTS

Table of Contents ------------------------------------------------------------------------------------------ 3

1. INTRODUCTION --------------------------------------------------------------------------------- 5

2. TRAINING CENTERS -------------------------------------------------------------------------- 7

3. PRODUCT LINE OVERVIEW ---------------------------------------------------------------- 8 3.1 VESTA

® 9-1-1 / VESTA

® SMS ----------------------------------------------------------------------------------------- 8

3.2 VESTA® Locate ---------------------------------------------------------------------------------------------------------- 10

3.3 VESTA® Map-------------------------------------------------------------------------------------------------------------- 11

3.4 VESTA® Analytics ------------------------------------------------------------------------------------------------------- 12

3.5 VESTA® Analytics LITE ------------------------------------------------------------------------------------------------ 12

3.6 DataSync------------------------------------------------------------------------------------------------------------------- 12

4. PART NUMBERS -------------------------------------------------------------------------------13 4.1 Installation & Maintenance Training --------------------------------------------------------------------------------- 13 4.2 End User / Customer Site Training ---------------------------------------------------------------------------------- 14

5. INSTALLATION & MAINTENANCE OVERVIEW -------------------------------------15 5.1 Airbus Training Center Classes -------------------------------------------------------------------------------------- 15 5.2 On-Site Classes ---------------------------------------------------------------------------------------------------------- 15 5.3 “By Demand” I&M classes --------------------------------------------------------------------------------------------- 16

6. I&M TRAINING COURSE DESCRIPTIONS ---------------------------------------------17 6.1 VESTA 9-1-1: I&M/Admin --------------------------------------------------------------------------------------------- 17 6.2 VESTA 9-1-1: Troubleshooting -------------------------------------------------------------------------------------- 18 6.3 VESTA SMS: Installation and Maintenance----------------------------------------------------------------------- 20 6.4 VESTA Locate: I&M/Admin ------------------------------------------------------------------------------------------- 22 6.5 VESTA Map: Maintenance/Admin ---------------------------------------------------------------------------------- 23 6.6 VESTA Map: Maintenance/Admin ---------------------------------------------------------------------------------- 25 6.7 VESTA Analytics: I&M/Admin ---------------------------------------------------------------------------------------- 27 6.8 VESTA DataSync: I&M/Admin --------------------------------------------------------------------------------------- 28

7. END USER / CUSTOMER TRAINING OVERVIEW -----------------------------------29 7.1 Recommended Order of Classes ------------------------------------------------------------------------------------ 29 7.2 Normal Class Times----------------------------------------------------------------------------------------------------- 29 7.3 Classroom Requirements ---------------------------------------------------------------------------------------------- 30 7.4 Videotaping / Audiotaping --------------------------------------------------------------------------------------------- 30 7.5 Special Order End User / Customer Site Classes --------------------------------------------------------------- 30

8. END USER / CUSTOMER SITE TRAINING COURSE DESCRIPTIONS -------31 8.1 VESTA 9-1-1: Administrator for Standard Site ------------------------------------------------------------------ 31 8.2 VESTA 9-1-1: Administrator for Complex Site ------------------------------------------------------------------- 32 8.3 VESTA 9-1-1: Additional Agency for Administrator Class ---------------------------------------------------- 34 8.4 VESTA SMS (Text-to-9-1-1) “Delta” Administrator -------------------------------------------------------------- 35 8.5 VESTA SMS (Text-to-9-1-1) “Delta” Agent ------------------------------------------------------------------------ 36 8.6 VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer ------------------------------------------------------------- 37 8.7 VESTA 9-1-1: Agent Train-the-Trainer (TTT) -------------------------------------------------------------------- 38 8.8 VESTA 9-1-1: Train-the-Trainer (TTT) Coaching --------------------------------------------------------------- 38 8.9 VESTA 9-1-1: Agent---------------------------------------------------------------------------------------------------- 39



8.10 VESTA 9-1-1: IP Phone ----------------------------------------------------------------------------------------------- 40 8.11 VESTA 9-1-1: Heads-Up Display Administrator ----------------------------------------------------------------- 41 8.12 VESTA Locate: Administrator (3 days) ---------------------------------------------------------------------------- 43 8.13 VESTA Locate: Administrator (2 days) ----------------------------------------------------------------------------- 45 8.14 VESTA Locate: Agent Train-the-Trainer (TTT) ------------------------------------------------------------------ 48 8.15 VESTA Locate: Agent-------------------------------------------------------------------------------------------------- 49 8.16 VESTA Map: Administrator ------------------------------------------------------------------------------------------- 50 8.17 VESTA Map: Agent------------------------------------------------------------------------------------------------------ 51 8.18 VESTA Map: Agent Train-the-Trainer (TTT) --------------------------------------------------------------------- 53 8.19 Activity View: Administrator------------------------------------------------------------------------------------------- 54 8.20 VESTA Analytics: Administrator ------------------------------------------------------------------------------------- 55 8.21 VESTA Analytics: Administrator Remote ------------------------------------------------------------------------- 56 8.22 VESTA Analytics LITE: On-Site ------------------------------------------------------------------------------------- 57 8.23 VESTA Analytics LITE: Remote ------------------------------------------------------------------------------------- 58 8.24 VESTA DataSync: Administrator for VESTA Locate ----------------------------------------------------------- 59 8.25 Cutover Coaching-------------------------------------------------------------------------------------------------------- 60 8.26 Custom Training---------------------------------------------------------------------------------------------------------- 61

9. CANCELLATION POLICY -------------------------------------------------------------------62 9.1 Installation & Maintenance / Admin Courses --------------------------------------------------------------------- 62 9.2 End user / Customer courses ----------------------------------------------------------------------------------------- 62



1. INTRODUCTION

ABOUT AIRBUS DS COMMUNICATIONS Airbus DS Communications is a trusted leader in mission critical communication,

emergency notification and P25 land mobile radio. Our history dates back to the 1960's

with the development of single console telephone dispatch systems for utility call centers.

Decades of consistent innovation, advancing technology, and targeted research and

development have provided a solid foundation and ever increasing market share. In fact,

60% of all 9-1-1 calls in the U.S. are received by Airbus DS Communications mission

critical solutions. Twenty-two of the thirty most populous U.S. cities and over 850 federal

installations, including the Department of Defense, trust Airbus DS Communications

solutions.

Today, our solutions include Next Generation 9-1-1 call handling applications, P25 land

mobile radio, emergency notification and Next Generation Core Services. The breadth of

our solutions is unmatched in the public safety, federal and corporate industries.

Technology and, more importantly, communication media and methods of delivery are

evolving at an unprecedented pace. The public safety, federal and corporate systems of

today need to be flexible enough to support these new requirements. Based on a

common technology framework that is standards-based, secure, built on an IP core and

utilizing a flexible, software-driven architecture and commercially available off-the-shelf

hardware, Airbus DS Communications solutions are designed expressly to support next

generation communication requirements simply, powerfully and economically.

As one of our valued customers, we encourage you to take part in our comprehensive,

yet highly flexible education program. The curriculum is designed to ensure your

complete understanding and successful use of the solutions and services of our full-circle

security and communications portfolio. Our Call Center Application courses cover IP-

enabled call center applications, mapping, and data management / reporting. All classes

are led by friendly, knowledgeable product training specialists, dedicated to meeting the

educational requirements of new and returning students alike.

What is critical to you, matters to us. CRITICAL MATTERS®



REFERENCES / CONTACTS

[email protected] ̶ Training, Courseware

[email protected] ̶ Sales, Quotes

www.Airbus-DSComm.com/Services/Training ̶ Installation & Maintenance ([I&M) Class Schedule / Registration

https://extranet.peinc.com/ ̶ Partner Portal/Partner Resource Library. Contact your Airbus DS Communications Channel Partner Manager if you require access to this site.

mailto:[email protected]


http://www.airbus-dscomm.com/services/training/

https://extranet.peinc.com/Marketing



2. TRAINING CENTERS

The Airbus DS Communications’ training centers are located in Temecula, CA and

Brentwood, TN. Each center has state-of-the-art classrooms equipped with all of the

current, up-to-date hardware and software. Our training centers are designed specifically

for learning the solutions of our full-circle Call handling, mapping, and data management /

reporting portfolio. Our skilled and personable training specialists are dedicated to

meeting your unique educational needs. The hyperlinks below provide recommendations

on hotel accommodations and directions to the respective training facilities.

TEMECULA TRAINING CENTER 42505 Rio Nedo Temecula, CA 92590 951.719.2100

http://www.airbus-dscomm.com/services/training/locations/1.php

BRENTWOOD TRAINING CENTER 105 Westpark Drive, Suite 200

Brentwood, TN 37027

615.790.2882






3. PRODUCT LINE OVERVIEW

CALL HANDLING

3.1 VESTA® 9-1-1 / VESTA® SMS Our VESTA

® 9-1-1 system establishes the new benchmark for NG9-1-1 call handling. It

combines Session Initiation Protocol (SIP) call handling with advanced Airbus DS

Communications call control technologies to support the emergency and administrative

call taking needs of PSAPs with up to 250 positions. It also includes standard telephony

features, e.g., Automatic Call Distribution (ACD), one-button transfer and dynamic

conferencing. Plus its flexible, open architecture often eliminates the need for a traditional

PBX, reducing call center costs and easily accommodating single and multi-site (geo-

diverse) deployments. Most importantly, the VESTA 9-1-1 system features a highly

configurable and vastly intuitive user interface, enabling familiarity and minimizing your

agents’ learning curve.

The VESTA® SMS solution provides PSAPs the text to 9-1-1 capability they need now

with NENA i3-standards compliancy to assure their readiness for tomorrow. VESTA SMS

makes it easy for agents to receive and manage text messages because of the seamless

integration with Airbus DS Communications’ industry-leading VESTA 9-1-1 Call handling

system. Users can quickly and easily view the SMS queue and respond to individual

messages from the same application they’re already accustomed to, minimizing their

learning curve while ensuring public safety.

Activity View facilitates comprehensive PSAP supervisory monitoring and alerting, agent

queue status and threshold-based alerting using wall displays. Industry leading call

handling capabilities provide the flexibility to choose ACD, skills-based ACD, shared lines



or hybrid operations supporting dynamic conference modes and selective call answer

from the ACD queue. Providing an intuitive roles-based display with PSAP selection at

login, the VESTA 9-1-1 solution delivers multi-PSAP support with individual call

distribution, abandoned calls, contact lists and reporting.



MAPPING

3.2 VESTA® Locate The VESTA

® Locate solution makes it

possible for mission critical Calltakers to

field calls, determine caller locations, and

immediately dispatch the appropriate first

responders. With superior mapping

functionality, an intuitive, information rich

graphical user interface, and scalable

design, the VESTA Locate solution allows

for enhanced customization of its display,

integrates seamlessly with the Airbus DS

Communications VESTA 9-1-1 call taking

platforms, and supports computer-aided

dispatch (CAD) operations.

The VESTA Locate solution can also act as a

standalone mapped ALI system. It provides

multiple configurable map views, access rights

based on user login, and improved user controls for map navigation. With built-in support

of ESRI-compliant Shapefiles and Personal Geodatabases, the VESTA Locate solution

allows customers to utilize their existing ESRI tools to build and maintain map data sets.

The VESTA Locate solution also enables implementation of multiple layers with different

projected coordinate systems as well as differing database structures, and next

generation connectivity allows incorporation of previously inaccessible data layers such

as real time weather overlays and regional datasets.

The VESTA Locate solution also incorporates plug-in technology to converge multiple

mapping capabilities into a single application. Calltakers are notified of incident critical

information such as hazardous materials location or building floor plans. One-way streets,

speed limits, road closures, special events and other traffic impacting attributes are fully

considered in planning the most effective driving directions.



3.3 VESTA® Map As a Next Generation 9-1-1 (NG9-1-1), real-

time mapping application, the VESTA® Map

solution is built on Esri’s ArcGIS for Server, the

most sophisticated Geographic Information

System (GIS) technology available. As a result,

the VESTA Map solution is at the forefront of

all GIS advancements, and becomes the

mapping solution for regional or statewide

NG9-1-1 systems via an Emergency Services

IP Network (ESInet) – enabling resource

sharing and cost savings.

Within PSAPs, the VESTA Map solution provides

Calltakers secure, web-based access to caller locations originating from wireline, wireless

(Phase I and II), VoIP and telematics devices, including text to 9-1-1. Through its

seamless integration with the Airbus DS Communications’ VESTA 9-1-1 solution,

Calltakers can assist first responders in getting to the scene as quickly as possible.

The VESTA Map solution’s robust search, measure, query and data visualization tools

allow PSAPs to quickly and easily discover comprehensive location information. The

open architecture empowers personnel to collaborate easily, using shared drawing and

markup tools such as in-the-field Hazmat mapping.

The VESTA Map solution also integrates with other critical applications, including

Pictometry, Computer Aided Dispatch (CAD), Automatic Vehicle Location (AVL) and real-

time and historic data sources, for a comprehensive mapping and database solution.

Additionally, should Calltakers require use of the Internet, as permitted, the VESTA Map

solution provides access to Google and Microsoft® Bing

® Maps.



DATA MANAGEMENT / ANALYTICS / REPORTING

3.4 VESTA® Analytics The new and improved VESTA

® Analytics

solution offers an advanced, but intuitive

reporting engine and data mining solution, such

as a report providing the duration of delay

between receiving phase 1 and phase 2 ALI

records. It provides easy to run standard reports

while at the same time allowing users to build

customized, ad hoc reports or dashboards.

The VESTA Analytics solution also adds a

number of new emergency call center key

performance indicators (KPIs). Agent efficiency

factor and ready/not-ready ratio are just a

couple of the new KPIs that are automatically pre-calculated and available in the Aurora

solution’s data warehouse.

The VESTA Analytics solution automatically associates related events, simplifying

incident reconstruction, organization, searching and archiving. The Scenario

Management System allows users to create their own associations and save them under

a user defined scenario name. It also offers integration with leading digital logging

recorders so users can retrieve recordings directly.

The VESTA Analytics solution improves efficiencies in staffing, standard operating

procedures and information management by offering a number of features that enhance

the ability of call center management to gather, organize, data mine and report on call

center metrics.

3.5 VESTA® Analytics LITE VESTA

® Analytics LITE is designed for smaller sites that require basic reporting. It

includes the ability to search for a call, export a Call Details Record (CDR), and run a

small set of pre-defined reports. Data is automatically purged after 14 months ensuring

that sites will have access to data for running historical reports, comparing trends, and

maintaining performance.

VESTA Analytics LITE improves the ability to report near real-time information quickly for

sites that have five or fewer call-taking positions and handle fewer than 100,000 calls per

year. VESTA Analytics LITE supports the ability to accept an agent’s role from the CTI

and assigns activities to the specific role providing information for reporting and analysis.

3.6 DataSync An automated map and data updating solution designed to synchronize map data across

LAN/WAN whenever data is updated, saving time and money.



4. PART NUMBERS

The training part numbers for our primary product line are listed below. Full course

descriptions for each class are included in a separate section within this catalog; click on

the product hyperlink below to quickly access the course description. For training course

costs, contact our Sales Department at [email protected].

Note: Airbus DS Communications also offers Installation and Maintenance (I&M) “By

Demand” classes for our non-standard I&M product offering. These products are listed in

the I&M Overview section of this catalog. We also offer End User / Customer Site

“Special Order” classes for our non-standard end user product offering. These products

are listed in the End User Overview section of this catalog.

4.1 Installation & Maintenance Training

CALL HANDLING

VESTA 9-1-1: I&M/Admin 000001-06700 (Airbus Training Center)

000001-26700 (Customer Site/Mobile Unit)

000001-26704 (Regional/Mobile Unit)

10 days

VESTA 9-1-1:

Troubleshooting

000002-06706 (Airbus Training Center)

4 days

VESTA SMS (Text-to-9-1-1):

I&M

000001-06803 (Airbus Training Center) 3 days

MAPPING

VESTA Locate: I&M/Admin 000000-15710 (Airbus Training Center)

000000-25710 (Customer Site/Mobile

Unit)

3 days

VESTA Map: Maintenance /

Admin (Customer maintains

ArcGIS data)

861363-06906 (Customer Site) 3 days

VESTA Map Maintenance /

Admin (GeoComm maintains

ArcGIS data)

000001-69004 (Airbus Training Center) 2 days

DATA MANAGEMENT / REPORTING

VESTA Analytics:

I&M/Admin

000000-04400 (Airbus Training Center)

000000-24401 (Customer Site/Mobile

Unit)

2 days

VESTA DataSync:

I&M/Admin

000000-05800 (Airbus Training Center) 1 day




4.2 End User / Customer Site Training

CALL HANDLING

VESTA 9-1-1: Administrator for Standard Site 000001-06704 1½ days

VESTA 9-1-1: Administrator for Complex Site 000001-06708 2 days

VESTA 9-1-1: Additional Agency in Administrator

Class

000001-06709 4 hours

VESTA SMS (Text-to-9-1-1) “Delta” Administrator 000001-06800 4 hours

VESTA SMS (Text-to-9-1-1) “Delta” Agent 000001-06801 2 hours

VESTA 9-1-1: SMS “Delta” Agent Train-the-Trainer

(TTT)

000001-06804 4 hours

VESTA 9-1-1: Agent Train-the-Trainer (TTT) 000001-06702 1 day

VESTA 9-1-1: TTT Coaching 000001-08539 1 day

VESTA 9-1-1: Agent 000001-06701 4 hours

VESTA 9-1-1: IP Phone 000001-06799 1- 2 hours

VESTA 9-1-1: Heads Up Display Administrator 000001-06605 2 - 4 hours

MAPPING

VESTA Locate: Administrator (3 days) 000001-25714 3 days

VESTA Locate: Administrator (2 days) 000001-25715 2 days

VESTA Locate: Agent Train-the-Trainer (TTT) 000001-55712 1 day

VESTA Locate: Agent 000001-45711 4 hours

VESTA Map: Administrator 000001-69003 4 hours

VESTA Map: Agent Train-the-Trainer 000001-69001 4 hours

VESTA Map: Agent 000001-69002 2 hours

DATA MANAGEMENT / REPORTING

Activity View: Administrator 000001-06074 4 hours

VESTA Analytics: Administrator 000002-24404 1 day

VESTA Analytics: Administrator Remote 000000-24405 4 hours

VESTA Analytics LITE: On-Site 000000-24407 2 hours

VESTA Analytics LITE: Remote 000000-24406 2 hours

VESTA DataSync: Administrator for VESTA Locate 000001-25804 4 hours

CUTOVER COACHING

Cutover Coaching 000001-08538 1 day

CUSTOM TRAINING

Custom Training 000001-09706 1 day



5. INSTALLATION & MAINTENANCE OVERVIEW

Target audience for this curriculum is the technician responsible for installation and/or

maintenance of the selected course. The list of I&M / Admin classes with detailed

information (part numbers, duration, class size, pre-requisites, and class description) is

contained in this section.

For class costs, contact our Sales Department at: [email protected]

5.1 Airbus Training Center Classes These classes are scheduled at one of our Training Centers at Temecula, CA or

Brentwood, TN (Nashville area). We recommend that you register for a course at least 30

days prior to the beginning of class. For a complete listing of class dates and locations, or

to register for a class, please visit our website at:


5.2 On-Site Classes On-Site classes are courses specifically for technicians that are instructed at a

customer’s location. Airbus DS Communications ships a self-contained mobile unit to the

site. Each class can have a maximum of 8 students participating. Shipping and

handling will be a separate charge for each required system. Room requirements for a

Customer Site class include:

Training Room (minimum size 19’ x 19’)

Whiteboard (minimum size 4’ x 6’)

Four 6’ tables (two per student) set up as classroom style

Instructor podium or table for laptop, projector, etc.

One chair for each student and instructor

Projector screen / computer projector

Sufficient number of power outlets for computers, projectors, etc. (at least three)

To order a Customer Site class, contact our Sales Department at Quotes@airbus-

dscomm.com







5.3 “By Demand” I&M classes The following I&M/Admin courses are only available on demand and will be scheduled

once a minimum of four students have requested registration.

Please contact the Training Department at [email protected] to

request a Course Syllabus and / or be placed on the list for any of these “by demand”

courses.

MagICTM

I&M/Admin

ORION Aries®

I&M/Admin

ORION MapStarTM

I&M/Admin

PEAbodyTM

I&M/Admin

Sentinel CM I&M/Admin

Sentinel ECS-1000/RescueStar I&M/Admin

Sentinel Patriot 3 I&M/Admin

VESTA SL-100 I&M/Admin




6. I&M TRAINING COURSE DESCRIPTIONS

The target audience for this curriculum is technicians responsible for installation and

maintenance (I&M) of the systems.

CALL HANDLING

6.1 VESTA 9-1-1: I&M/Admin

PART NUMBER

VESTA 9-1-1 I&M/Admin: 000001-06700 (Airbus Training Center)

VESTA 9-1-1 I&M/Admin: 000001-26700 (Customer Site / Mobile Unit)

VESTA 9-1-1 I&M/Admin: 000001-26704 (Regional Center / Mobile Unit)

COURSE DESCRIPTION The course provides technicians with the knowledge to install, configure, and maintain

the VESTA 9-1-1 system. This course does NOT cover SMS / Text-to-9-1-1 content.

(See VESTA SMS (Text-to-9-1-1) I&M class #000001-06803.)

The course content includes:

Introduction to System Architecture / Technology Overview - IPS Basics (Foundations for VoIP/SIP)

Overview of SMS / Text-to-9-1-1 System Architecture

Virtualization / VMWare

SIP Phone Overview

Call Flow

Media Communications Service (MDS)

Data Distribution Service (DDS)

Gateways / 9-1-1 Trunks / Analog Lines / ALI

Console Setup and Configuration

Dial Plans and Ringdowns

Redundancy – Utilizing Failure Scenarios

Critical Product Restoration (CPR) Procedure

Troubleshooting Tools / Guidelines

Configuring EIP Phones

Multi-Agency / Multi-Role Planning / Implementation

Installing and configuring peripheral applications (Activity View, IRR)

DURATION

10 days



PREREQUISITES

Computer Literacy: Installing and configuring applications / drivers and using control panels in MS Windows XP

9-1-1: Basic understanding of 9-1-1 communications

PBX /Telephony: Installing voice and data lines and trunks, and installing and configuring any PBX

Networking: Basic knowledge of internet/LAN technology (subnets, routers, firewalls)

Network Diagnostic Tools: Some experience with tools such as Ethereal

Security: Basic knowledge of internet threats/defenses

CERTIFICATION

Each student who successfully completes this course and passes the end of course written assessment with a score of 80% or higher will be certified to install and maintain the VESTA 9-1-1 product.

OFFERED

Airbus DS Communications Training Center (max 12 students)

Customer Site or Regional Center with mobile unit (max 8 students)

6.2 VESTA 9-1-1: Troubleshooting (For VESTA 9-1-1 Certified Technicians)

PART NUMBERS

VESTA 9-1-1 Troubleshooting: 000002-06706 (Airbus Training Center)

COURSE DESCRIPTION The course provides technicians with hands-on exposure to various system related

troubles and how to analyze, isolate, and fix many common problems. Explore the

practical use of several diagnostic tools and logs in the system to assist in

troubleshooting. Review proper database back-up and restore processes in order to

maintain configuration databases. This course does NOT cover SMS / Text-to-9-1-1

Troubleshooting. The course content includes:

Introduction

System architect overview

Single, hosted non-geo diverse, and hosted geo diverse site deployments

Incoming System Call Flow Process

Incoming 911 trunk (CAMA/FXS/MDS/DDS)

Incoming POTS line (POTS/FXO/MDS/DDS)

Incoming PRI line (Admin/M1K/MDS/DDS)

Outgoing System Call Flow Process

Console context builder



Impact of Role/Agency in Dialing plan

MDS Dialing plans – how the PBX interprets out dialing requests to Gateway

Outgoing regular Admin line (Console/MDS/FXO)

Outgoing DAAL line (Console/DDS/MDS/FXO)

Gateway

Working with Wireshark to isolate a problem

Working with gateway logs to isolate a problem

Trouble shooting gateway problems

Backing up a gateway

Upgrading a gateway

ALI/CAD/TS-4

ALI/CAD flow with various deployments of ALI/CAD using TS-4/Black Box

Using Tracer logs to assist in ALI/CAD issues

Trouble shooting ALI /CAD problems

Consoles

Console setup and configuration utility

SAM settings and customization for multi-agency

Review of Event Notification (Admin versus 9-1-1 calls, conversion of legacy ringers)

IRR configuration with SAM, optimizing for the sites needs

Common SAM issues and what to look for

Isolating and analyzing common Console issues

Using the userActionslog.txt

Servers

Proper way to switch active DDS servers

Backing up and restoring DDS/couch DB

Database Schema Installation and Upgrade Utility

DBS Maintenance Utility_Installer.exe to validate health of DDS couch db

MDS Replication Validation required for upgrades and replication issues

Backing up and restoring MDS

Network Switch

Installing Pumpkin to backup network switch database

Using Pumpkin to restore a network switch database back into operation.

Proper use of port monitoring in isolating problems using Wireshark

Collecting Logs

userActionsLog.txt

Tracer files

Dump files

Log submission to Airbus DS Communications via remote or TEMDropbox

Using VESTA Analytics as a diagnostic tool



DURATION

4 days

PREREQUISITES

Certified VESTA 9-1-1 (Release 2 or greater) I&M/Admin course with hands-on experience with system installations / maintenance. Certifications will be verified by Airbus DS Communications Training Administrator.

OFFERED

Airbus Training Center – Airbus DS Communications Training Center (max 12 students)

6.3 VESTA SMS: Installation and Maintenance (For VESTA 9-1-1 Certified Technicians)

PART NUMBERS

VESTA SMS (Text-to-9-1-1) I&M: 000001-06803 (Airbus Training Center)

COURSE DESCRIPTION The course is specifically focused on training the technician on the configuration and

maintenance of the SMS components (Text-to-9-1-1) of the VESTA 9-1-1 system.


Overview of How SMS / Text-to-911 Works

System architecture overview for Advanced Services Node (ASN)

Installation and Configuration of 6 VMs

MGT-A / MGT-B / Node1 / Node2 / Repo / Tools

Configuration of the application / ConfigPoint

Correlation between the ConfigPoint for SMS and the DDS

Adding new profiles, roles, and SMS queues for existing PSAPs

Successful processing of a text message to the console position

Demo of Open Network Management System (NMS)

New Installs or Upgrades

New Configuration not receiving SMS

SMS messages not received

NOTE: Documentation will be provided for all of the troubleshooting topics listed below. However, due to time constraints, not all topics will be covered in depth in class.

ConfigPoint Access Issues

Maintenance Issues

Shutdown / Reboot VM

Isolation Mode

Maintenance Mode



Management Services Don't Start When the Management VM is Started

Starting / Stopping Network Element or CM

External Resources

ALI Issues

CAD Issues

TCC Issues

Infrastructure

DNS Service / Time Sync (NTP)

Virtual Machines

CPU Exhaustion

Disk Space

Memory Issues

VM Crashes

Call Location

Location Display Issues

Map Plotting Issues

No Location Info

Call Routing

Failed Call Transfers

Failed Routing Policy

No Text Call Delivery

TCC - End to End Connection

Console Issues

Clearance of the Text Calls window

Disappearance of text MCA assets

No connectivity to ASN

Not configured for connecting to SMS / Node

Statistics Services

Missing MIS Data / No CDR

Poison Messages

How to Collect Logs

DURATION

3 days

PREREQUISITES

Certified VESTA 9-1-1 (Release 2 or greater) I&M/Admin course with hands-on experience with system installations / maintenance. Certifications will be verified by Airbus DS Communications Training Administrator.

OFFERED




MAPPING

6.4 VESTA Locate: I&M/Admin

PART NUMBERS

VESTA Locate I&M/Admin: 000000-15710 (Airbus Training Center)

VESTA Locate I&M/Admin: 000000-25710 (Customer Site / Mobile Unit)

COURSE DESCRIPTION This course occurs prior to the installation of an VESTA Locate system. The course

provides the technician or designated personnel with the knowledge to install, configure,

and maintain the VESTA Locate. The course content includes:

Introduction

System Block Diagram - Explanation of Components and Configurations

Introducing Optional Products (Pictometry, DataSync)

System Installation

Hardware / Software Installation Requirements

Installing System CD, PMC/Universal Components, VESTA Locate Broadcast Server (Optional), VESTA Locate Serial Server (If needed), VESTA Locate

DDE with VESTA

Understanding Templates and Map Projects

Configuring ALI Sources, Setting up ALI Parser / Class of Service Codes on the First Position

Setting up Wireless Rules

Installing the Pictometry Plugin (Fee based Option)

Updating Additional Positions (No DataSync)

Copying the config files, Map Data folder, Template folder

Trouble Shooting the Broadcast Server, DDE Communications, Serial Communications

Assigning Users to Groups and Templates

Using VESTA Locate

Creating / Updating Map Projects Overview (Map Windows)

Working with Templates

Updating Templates (Overview)

Incident locations, Callouts, Wireless, Points of Interest / Zoom Levels

Incident Fields and Incident Display Grids

Discrepancy Recording / Publishing Configuration Data

Global Geocoding Settings, Address Geocoding, Centerline Geocoding

Score Reductions

Standardized Names, Address Dictionary Rules, and Translate Rules

Routing and Preplans



DURATION

3 days

PREREQUISITES

Experience with PC hardware and design

Knowledge of TCP/IP, network configuration, and setting up user groups and security levels for users

Experience installing and troubleshooting Windows applications

Knowledge of ESRI’s ArcGIS is not required for installation but is considered highly beneficial towards understanding and supporting all Airbus DS Communications mapping products.

OFFERED


Customer Site with Mobile Unit (max 8 students)

6.5 VESTA Map: Maintenance/Admin (Customer maintains ArcGIS Data)

PART NUMBER

VESTA Map Maintenance/Admin (Customer maintains ArcGIS Data): 861363-06906

COURSE DESCRIPTION This course typically occurs prior to the installation of a VESTA Map system. This course provides the Site Administrator with the knowledge to configure, maintain, and administer the ArcGIS for VESTA Map. The course content includes:

Application Overview

Purpose of the Application

Introduction to Application Tools

System Overview

VESTA Map Utility Overview

GLServer.exe

GLServerconfig.exe

GIS Maintenance Utility

Relate Application Functions to GIS Components

ArcGIS Services and their Functionality to VESTA Map

Overview of ArcGIS Server Manager (services needed for VM / how and why)

MXDs and Related ArcGIS services

Geodatabase and Feature Datasets

Indices Used by Application



Server and Load Balancer Management

Updating Feature Level Changes Using the GIS Maintenance Utility (GISMU)

Overview of GISMU Functionality

Pre-update Checklist: Geodatabase and Feature Datasets – Review of Requirements (Checklist)

Run GISMU – Detailed Step-By-Step Process

Post Data Update Checklist

Updating Display and Task Services (Search, Identify, Etc.) Level Changes

Overview of ArcGIS Server Manager (Services Needed for VM / How and Why)

Process Steps – Automated Updates

Process Steps – Manual Updates to Task Services (Search, Identify, Etc.) and Non-Cached Services (Supplemental)

Practical Exercises

Scenarios

Hands-On Using Training Laptops

DURATION

3 days

PREREQUISITES Proficiency with ArcGIS Desktop, specifically creating and working with MXD’s and

geodatabases

Working knowledge of ArcGIS Desktop Table of Contents and Layer Properties

Experience adding, removing, symbolizing, and labeling GIS layers in an MXD

Working knowledge of ArcCatalog

Experience loading template geodatabases

Familiarity with Address Locators and Network Datasets

OFFERED

Customer Site (max 8 students)



6.6 VESTA Map: Maintenance/Admin (GeoComm maintains ArcGIS Data)

PART NUMBER

VESTA Map Maintenance/Admin (GeoComm maintains ArcGIS Data): 000001-69004

COURSE DESCRIPTION This course typically occurs prior to the installation of a VESTA Map system. The course

provides the technician or designated personnel with the knowledge to maintain /

administer the VESTA Map system. The detailed course content is as follows:

Introduction to the Course

System Block Diagram with Conceptual / Explanation of Various Components

Troubleshooting GeoLynx Server

911 Call Plotting

GeoLynx Server Errors / GeoLynx Server Administrative module Message Switch Services JQUERY test site

Markups

GeoLynx Server Errors / GeoLynx Server Administrative console ArcGIS Server Manager ArcGIS REST endpoint Mixed environment GeoLynx Server map data folder

Search

GeoLynx Server Errors ArcGIS Server Manager ArcGIS REST endpoint GeoLynx Server Administrative console Map Data Road Index Utility

Base Map and Map Layers

GeoLynx Server Errors / GeoLynx Server Administrative console Services ArcGIS Server Manager ArcGIS REST endpoint

Website is Down

GeoLynx Server Errors / Services Role:Web Server Web config / Web browser



Administrator Course Content (includes instruction on Admin Course)

DURATION

2 days

PREREQUISITES




OFFERED





6.7 VESTA Analytics: I&M/Admin

PART NUMBERS

VESTA Analytics I&M/Admin: 000000-04400 (Airbus Training Center)

VESTA Analytics I&M/Admin: 000000-24401 (Customer Site / Mobile Unit)

COURSE DESCRIPTION This course provides training on the installation, configuration, and administration of

VESTA Analytics. The course content includes:

Introduction

About VESTA Analytics and Components

Displaying Events and Generating Reports

VESTA Analytics Application Manager – VESTA Analytics Elements

VESTA Analytics Archive

Upgrade Utility

CDM (Configuration Data Management)

License Management

Site Management

Users and Groups

Creating VESTA Analytics Users and Permissions

Configure Default User Preferences

Report Groups Configuration

Installing VESTA Analytics

Configuring VESTA Analytics service accounts

SQL Server security

Reporting Services

Restarting IIS

Post installation tasks

Integrating Other Products with VESTA Analytics

Migrating MagIC and Patriot Stats Data (optional)

Basic Maintenance

Archiving, Upgrading, Configuration Data Management, Shift/Work Period Managements, License and Site Management

Installer’s Checklist (a comprehensive list outlining install and configuration tasks to complete prior to use by end users and training efforts)

DURATION

2 days



PREREQUISITES




OFFERED


Customer Site with Mobile Unit (max 8 students)

6.8 VESTA DataSync: I&M/Admin

PART NUMBER

DataSync I&M/Admin: 000000-05800 (Airbus Training Center)

COURSE DESCRIPTION This course typically follows an VESTA Locate I&M course at sites where an enterprise

DataSync solution is installed and ready for use. This course covers the necessary skills

to administrate a DataSync solution in either an enterprise WAN or LAN configuration.


Introduction

DataSync and VESTA Product Line

Understanding DataSync 4.0 Components

System Block Diagram with Conceptual

Single Call Center (LAN) / Enterprise (WAN) Solution

Configuring and Using DataSync

DataSync Publisher

Vela Publishing

DataSync Client

R1 Distribution Manager (Enterprise Solution)

Maintenance and Troubleshooting

DURATION

1 day

PREREQUISITES

ORION MapStar I&M/Admin or ORION Vela I&M/Admin or VESTA Locate

OFFERED




7. END USER / CUSTOMER TRAINING OVERVIEW

7.1 Recommended Order of Classes Airbus DS Communications recommends the following order of end user / customer

training for the most effective instruction and implementation. For all of our end user

products (Call handling, Mapping, and Data Management / Reporting), Administration

training must be conducted before Agent training in order to get the system prepared and

specifically configured for the Agent training.

1. Administrator

2. Agent Train-the-Trainer (TTT)

3. Agent

4. Cutover Coaching

If the customer changes the recommended order of classes, Airbus DS Communications

requires a Training Program Modification Waiver to be completed and signed by the

Channel Partner. The Airbus DS Communications Project Manager or Project

Coordinator will communicate and manage this process.

7.2 Normal Class Times Unless prior arrangements have been requested and approved in advance:

Mondays are used as travel days for the trainers.

Our training programs begin at 8:00AM and end at 5:00PM with a one hour break for lunch.



7.3 Classroom Requirements We recommend a minimum of one training position per two students for the

most effective training solution.

Class size should not exceed eight students for Admin training and eight students for Agent training.

Designated classroom areas should be sized appropriately for class size, isolated from other activities and include comfortable tables & chairs, white/black board and LCD projector (if required).

NOTE: At minimum, one 9-1-1 test trunk with ALI functionality as well as one administrative line should be available for use during training.

7.4 Videotaping / Audiotaping Videotaping or audiotaping of any training session is not authorized. Please refer any

questions to the Airbus DS Communications Legal Department.

7.5 Special Order End User / Customer Site Classes The following End User / Customer Site courses are considered as special order and

available as requested. Please contact our Training Department at

[email protected] to request a Course Syllabus / Course Description.

For class costs and / or to place an order, contact our Sales Department at

[email protected].

MagIC Admin

ORION Aries Admin & Agent

PEAbody Admin & Agent

Sentinel CM Admin & Agent

Sentinel CM Agent Train-the-Trainer

Sentinel ECS-1000/RescueStar Activity Tracker

Sentinel ECS-1000/RescueStar Admin & Agent

Sentinel ECS-1000/RescueStar Agent Train-the-Trainer

Sentinel ECS-1000/RescueStar SMART Admin

Sentinel ECS-1000/RescueStar Stats Admin

Sentinel Patriot 3 – Admin & Agent

Sentinel Patriot 3 – Agent TTT

Sentinel Patriot 3 – SIP Phone

Sentinel Patriot® Monitor & Stats – Administrator

VESTA CS Admin & Agent

VESTA CS Agent Train-the-Trainer

VESTA CS Supervisor

VESTA Pallas – Agent

VESTA Pallas – Agent TTT

VESTA Pallas – Standard Administrator

VESTA SL-100 Admin & Agent

VESTA SL-100 Agent Train-the-Trainer

VESTA®

ViewTM

Admin





8. END USER / CUSTOMER SITE TRAINING COURSE DESCRIPTIONS

CALL HANDLING

8.1 VESTA 9-1-1: Administrator for Standard Site

PART NUMBER

VESTA 9-1-1 Administrator for Standard Site: 000001-06704

COURSE DESCRIPTION NOTE: This course is designed for smaller PSAPS (less than 10 positions), for sites with one PSAP/Agency and for customers with no roles based routing or no complex/hybrid call flow.

This course is typically one of the first courses to occur during or shortly after the

installation of a VESTA 9-1-1 system in order to set up the application before the Agent /

Calltaker courses. The course covers configuration of the Console end-user application

through to the features that will be used by the PSAP. The course content includes:

Introduction / Overview


Adding Agents and Profiles

Selecting Console Permissions

Console Configuration

Configuring the Console Workstation

Designing a Layout

Configuring System Sounds

Configuring Contact Manager, Contexts and Speed Dials

Genovation Keypad Programming (optional)

Basic Enhanced IP Phone Configuration (if applicable and with FE / Technician’s assistance)

Agent Course Content. The Admin course covers all call handling features covered in the Agent course including:

Answering 9-1-1 and admin calls

Call features (hold, park, transfer/conference, ALI request, abandoned calls, Contact Manager, TTY) and IRR

SMS Text-to-911 (if applicable)

System Architecture Overview for SMS / Overview of How SMS / Text to 911 Works

Correlation Between the Configpoint for SMS and the DDS

Adding New Profiles, Roles, and SMS Queues for Existing PSAPs

Handling Emergency Text Calls (Agent / Call Taking Changes)

Text Calls Overview

Pick Up Queued Text Calls



Send Manual and Quick Text Messages

Transfer Text Calls to Agencies

Call Back Abandoned Text Calls

Release and Close Text Conversations

Sort Text Calls

Requesting Location Information

DURATION

1 - ½ days

RECOMMENDED AUDIENCE

PSAP Administrators who are responsible for setting up the Console application for the Calltakers and decision makers about features behavior.

PREREQUISITES

Windows application familiarity including mouse navigation and keyboard skills

Experience in a LAN environment with setting up user groups and security levels for users

In-depth knowledge of PSAP day-to-day operation including call handling requirements

8.2 VESTA 9-1-1: Administrator for Complex Site

PART NUMBER

VESTA 9-1-1 Administrator for Complex Site: 000001-06708

COURSE DESCRIPTION NOTE: This course is required for sites that are implementing Roles Based Routing, Event Notification features, or more complex / hybrid call flows. This two-day class is required for more time to complete multi-roles / layouts, speed dial entries, and call transfer configuration. This includes complex sites with at least two of the following:

Larger sites (> 10 positions) Detailed multi-role assignments Multiple layout requirements based on role Multiple ways to transfer calls that require testing in class

In addition, this training includes call answering schemes that use more than one method based on the type of incoming call. (For example, ACD longest idle for 911 calls and Ring All for Admin calls.)


installation of a VESTA 9-1-1 system in order to set up the application before the Agent

course. The course covers configuration of the Console end-user application through to

the features that will be used by the PSAP. The course content includes:



Introduction / Overview

Multi-Agency / Role- Based Planning / Implementation (if applicable)


Adding Agents and Profiles

Selecting Console Permissions

Console Configuration

Configuring the Console Workstation

Designing a Layout

Configuring System Sounds

Configuring Contact Manager, Contexts and Speed Dials

Genovation Keypad Programming (optional)

Basic Enhanced IP Phone Configuration (if applicable and with FE / Technician’s assistance)

Agent Course Content. The Admin course covers all call handling features covered in the Agent course including:

Answering 9-1-1 and admin calls

Call features (hold, park, transfer/conference, ALI request, abandoned calls, Contact Manager, TTY) and IRR

SMS Text-to-911 (if applicable)

System Architecture Overview for SMS / Overview of How SMS / Text to 911 Works




Text Calls Overview






Sort Text Calls


DURATION

2 days



PREREQUISITES






8.3 VESTA 9-1-1: Additional Agency for Administrator Class

PART NUMBER

VESTA 9-1-1 Additional Agency for Administrator Class: 000001-06709

COURSE DESCRIPTION

This is an “add-on class” to be purchased with either VESTA 9-1-1 Administrator for

Standard Site: 000001-06704 or VESTA 9-1-1 Administrator for Complex Site: 000001-

06708.

If additional PSAPs / Agencies are included in the same Admin class, then this class

must be purchased for each additional PSAP / Agency to allow time for trunks, lines,

contacts, transfers work, as well as all layouts, speed dials and genovation keypads (if

applicable) are completed. This class is to occur within the same trip as the VESTA

Admin Standard or Admin Complex Site class.

DURATION

4 hours



PREREQUISITES

VESTA 9-1-1 Administrator for Standard Site: 000001-06704, OR

VESTA 9-1-1 Administrator for Complex Site: 000001-06708



8.4 VESTA SMS (Text-to-9-1-1) “Delta” Administrator

PART NUMBER

VESTA SMS (Text-to-9-1-1) “Delta” Administrator: 000001-06800

COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 Administrators upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform.


installation of a VESTA 9-1-1 system in order to set up the application before the Agent /

Calltaker courses. The course covers the configuration and use of the SMS/ text-to-9-1-1

end-user application that will be used by the PSAP. The course content includes:

System Architecture Overview for SMS

Overview of How SMS / Text to 911 Works




Text Calls Overview

Text Calls Window

Text Conversations Window

Text Multiple Call Appearances

Audible Notifications of Text Calls

Visual Indicators of Text Calls


From a Call Appearance

From the Text Calls Window





Sort Text Calls


DURATION

4 hours


PSAP Administrators who are responsible for setting up the Console application for the Calltakers



PREREQUISITES




8.5 VESTA SMS (Text-to-9-1-1) “Delta” Agent

PART NUMBER

VESTA SMS (Text-to-9-1-1) “Delta” Agent: 000001-06801

COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 sites upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform. This course typically occurs during or shortly after the installation of a VESTA 9-1-1 system. The course covers the handling of SMS / Text-to-9-1-1 calls. The course content includes:

Overview of how SMS / Text-to-9-1-1 works


Text Calls Overview

Text Calls Window






From a Call Appearance

From the Text Calls Window





Sort Text Calls


DURATION

2 hours




PSAP Calltakers

PREREQUISITES


8.6 VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer

PART NUMBER

VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer: 000001-06804

COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 sites upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform. This course typically occurs during or shortly after the installation of a VESTA 9-1-1

system. The course consists of the SMS Agent training content, adult learning principles,

how best to teach Agents / Calltakers about SMS / text functionality, a knowledge check,

and a reciprocal teach back session.

DURATION

4 hours


PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA 9-1-1 system

PREREQUISITES




8.7 VESTA 9-1-1: Agent Train-the-Trainer (TTT)

PART NUMBER

VESTA 9-1-1 Agent Train-the-Trainer: 000001-06702

COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA 9-1-1

system. The course content covers the operational features of the system and the

handling of 9-1-1 and administrative calls in order to train the Agents / Calltakers. The

course consists of the standard Agent training content, adult learning principles, how best

to teach Calltakers about the VESTA 9-1-1 system, a knowledge check, and a reciprocal

teach back session.

DURATION

1 day


PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA 9-1-1 system.

PREREQUISITES

Windows application familiarity including mouse navigation and keyboard skills. Prior instructional experience

In-depth knowledge of PSAP day-to-day operation including call handling requirements.

8.8 VESTA 9-1-1: Train-the-Trainer (TTT) Coaching

PART NUMBER

VESTA 9-1-1 Train-the-Trainer (TTT) Coaching: 000001-08539


system and after a Train-the-Trainer class. This course offers the service of the Airbus

trainer to be a JOB SHADOW in the PSAP when the PSAP trainer is training the agents.

Agent training is 4 hours so this class offers coaching for 2 agent classes.

This TTT Coaching is available in an 8-hr block that can be used in one 8-hour block or divided into two 4-hour blocks not separated by more than 4 hours.



DURATION

1 day


PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA 9-1-1 system

PREREQUISITES

Student must have already taken the Train-the-Trainer class.

Windows application familiarity including mouse navigation and keyboard skills.

8.9 VESTA 9-1-1: Agent

PART NUMBER

VESTA 9-1-1 Agent: 000001-06701


system. The course covers the Calltaker features of the system and the handling of 9-1-1

and administrative calls. The course content includes:

Getting Started

Logging On / Off / Starting and Exiting the Console / Main Screen Buttons

Basics of Answering 9-1-1 and Administrative Calls

Call Flow

Answering Emergency Calls / Administrative Calls

Call Information Window / Line Button State Indicators

Placing a Call on Hold / Retrieving / ACD Calls / Mute

Multiple Participant Features

Transferring / Conferencing / Joining a Call / Using Call Park

Blind vs. Supervised Transfer

Additional Features

Performing a Manual ALI Request / Sending ALI to Emergency Response Agency

Automatic Ringback / Accessing Previous Calls

Using Contact Manager / Searching Contacts

Using the Keypad / Redialing Numbers / Handling Abandoned Calls

TTY Calls (Emergency and Administrative)

IRR

SMS / Text-to-9-1-1-(if applicable)

Overview of How SMS / Text to 911 Works


Text Calls Overview



Text Calls Window






From a Call Appearance From the Text Calls Window





Sort Text Calls


DURATION

4 hours


PSAP Calltakers

PREREQUISITES

Windows application familiarity including mouse navigation and keyboard skills.

8.10 VESTA 9-1-1: IP Phone

PART NUMBER

VESTA 9-1-1 IP Phone: 000001-06799

COURSE DESCRIPTION This course is typically taught during, or shortly after, the installation of a VESTA 9-1-1

system and its accompanying IP phone system. The course content procedurally

describes – and illustrates – the end-user features and operation of the phone system.

DURATION

1-2 hours




PSAP Calltakers, Supervisors, Administrators, Administrative Assistants, and IP Phone End Users

PREREQUISITES

Familiarity with multi-line telephones and their features, such as conferencing and call transferring.

8.11 VESTA 9-1-1: Heads-Up Display Administrator

PART NUMBERS

VESTA 9-1-1: Heads-Up Display Administrator: 000001-06605

COURSE DESCRIPTION This course is designed to provide the Call Center Administrators with an understanding

of Heads-Up Display (HUD) components and how to perform the limited configuration

options that Administrators can implement. The course content includes:

Introduction / Overview of HUD

Deployment Models, Templates, Thresholds (Visual, Audio Alerts) and System Architecture

HUD InView (Optional)

Login

Select Templates to Display

Assign Shortcuts to Templates

Logout

HUD Design Studio Lite

Server or Client Access

User Login

Create and Modify Priority Messages

Create and Modify Ticker Messages

Design Studio Lite – Logout

Data Manager Tool

Add, Delete, Change or Rename Users

Change User Passwords

HUD Template Change Requests

How to Request Template Changes to Airbus DS Communications (Layout, Logo, Colors, Content, Audio Alerts)



DURATION

2-4 hours


PSAP Administrators

PREREQUISITES





MAPPING

8.12 VESTA Locate: Administrator (3 days)

PART NUMBER

VESTA Locate (formerly ORION Vela) Administrator: 000001-25714

COURSE DESCRIPTION This course typically occurs after the installation of a VESTA Locate system. The course

provides the student with the knowledge to update, configure, and maintain VESTA

Locate. Due to network security, in some cases the technical support provider will copy

all files to all VESTA Locate workstations. The course content includes:


System Block Diagram with Conceptual - Explanation of Installed Components


Using VESTA Locate

Logging In / The Interface / Server Connections

Using the Legend / Overview Map / Magnifier

Understanding Scales

Selection Tools

Zoom In / Zoom Out

Full / Previous / Next Extent

Pan Map

Toggle Orthos

Managing Hot Spots

Identifying Map Features

Select by Attributes / Zoom to Selected

Measuring Distance / Measuring Area / Previous Measurements

Using Hyperlinks

Clearing Map Graphics / Redisplaying Incident Graphics

Address / Street / Intersection Search

Points of Interest (POI)

Milepost Search

Map Coordinates / Latitude Longitude Search

Preplans

Using the View Menu / Print Designer / Print Templates

Exporting Text Files / Map Window / Exporting based on Buffers

Selecting by Attribute

Working with Road Closures and Restrictions

Zooming to X, Y Coordinates

Working with Driving Directions

Viewing all Incidents

Toggling Ortho Layers

Working with InfoTips



Using the View Menu

Incident Grids

Match Scores

Create Incident Tool

Working with Callouts

ALI Incidents / Change Address / Raw ALI

Searching within a Cell Sector

Printing Incidents / Viewing Preplans / Removing Incidents

Reviewing the Output Window

Reviewing / Resolving / Archiving Discrepancies

Zoom Tools

Creating Map Projects (Map Windows)

Map Project Properties

Adding Supported Data Types

File Based / Web Based Data Types

Layer Visibility / Layer Selection / Grouping Layers / Layer Properties

Customizing Toolbars

Configuring Info Tips

Enabling Quick Boxes

Managing Default Hot Spots

Using the Legend

Setting up an Overview Map

Customizing the Window and toolbar Layout (DataSync Publish)

Saving Map Projects (DataSync Publish)


Loading / Adding / Copying / Saving Templates

Creating Users / Groups (User Permissions)

Assigning Users to Templates and Groups

Updating Templates

Incident Map Settings / Adding Custom Maps

Reviewing the ALI Source / Updating the ALI Parser

Updating Class of Service Codes

Setting up wireless rules

Incident Location Settings / Search Location Settings

Class of Service Icons / Call Nature Icons

Fading and Timeout Settings

Setting Incident Behavior Options

Configuring Wireless Options / Points of Interest / Zoom Levels

Incident View Settings (Plot and Zoom)

Configuring Incident Fields / Incident Grids / Callouts

Enabling Discrepancy Recording

Setting the default Print Template

Enabling plug-in extent notification

Saving and Publishing Templates (DataSync)

Global Geocoding Settings / Address Geocoding Options / Centerline Geocoding Options

Configuring Standardized Names / Address Dictionary Rules / Translate Rules

Setting up the Routing Engine / Configuring Road Closures and Restrictions

Creating Predefined Routing Locations



Creating / Viewing / Modifying Preplans

Updating Additional Positions


DURATION

3 days


PSAP Administrators and GIS professionals responsible for updating map data and setting operational preferences

PREREQUISITES



Knowledge of mapping applications is a plus

8.13 VESTA Locate: Administrator (2 days)

PART NUMBER

VESTA Locate (formerly ORION Vela) Administrator: 000001-25715

COURSE DESCRIPTION This course typically occurs after the installation of a VESTA Locate system. The course

provides the student with the knowledge to update, configure, and maintain VESTA

Locate. Due to network security, in some cases the technical support provider will copy

all files to all VESTA Locate PCs. Please note:

This course is intended for smaller PSAPs (less than 6 positions) and PSAPs that have minimal (less than 8) GIS layers to configure.

This course is a condensed version of the 3 day VESTA Locate Administrator Training. The shorter duration of the course means that less hands-on time will be given to adjust and reconfigure symbology and map design.

This course could also be used as refresher training for larger and more complex sites.

With GIS Solutions Engineering approval, this course could be used for sites with Advanced GIS Support and capabilities that do not require extended time configuring map displays.



System Block Diagram with Conceptual

Explanation of Installed Components




Using VESTA Locate

Logging In / The Interface / Server Connections

Using the Legend / Overview Map / Magnifier

Understanding Scales

Selection Tools

Zoom In/ Zoom Out

Full Extent / Previous Extent / Next Extent

Pan Map

Toggle Orthos

Managing Hot Spots

Identifying Map Features

Identify and Compare Map Features

Select by Attributes

Zoom to Selected

Measuring Distance / Measuring Area

Previous Measurements

Using Hyperlinks

Clearing Map Graphics

Redisplaying Incident Graphics

Address Search / Street Search / Intersection Search

Points of Interest (POI)

Milepost Search

Map Coordinates / Latitude Longitude Search

Preplans

Using the View Menu / Print Designer / Print Templates

Exporting Text Files / Map Window / Exporting based on Buffers

Selecting by Attribute

Working with Road Closures and Restrictions

Zooming to X, Y Coordinates

Working with Driving Directions

Viewing all Incidents


Working with InfoTips

Using the View Menu

Incident Grids

Match Scores

Create Incident Tool

Working with Callouts

ALI Incidents / Change Address / Raw ALI

Searching within a Cell Sector

Printing Incidents

Viewing Preplans

Removing Incidents

Reviewing the Output Window

Reviewing, Resolving and Archiving Discrepancies

Pictometry in Vela (Fee Based Option)

Zoom Tools

Creating Map Projects (Map Windows)

Map Project Properties

Map Options Map Linking



Working Directory Map Project Projection Measurement Options

Adding Supported Data Types

Layer Visibility

Layer Selection

Grouping Layers

Layer Properties

Customizing Toolbars

Configuring Info Tips

Enabling Quick Boxes

Managing Default Hot Spots

Using the Legend

Setting up an Overview Map

Customizing the Window and toolbar Layout (DataSync Publish)

Saving Map Projects (DataSync Publish)


Loading Templates

Adding Templates

Copying Templates

Saving Templates

Creating Users

Creating Groups (User Permissions)

Assigning Users to Templates and Groups

Updating Templates

Incident Map Settings / Adding Custom Maps

Reviewing the ALI Source / Updating the ALI Parser

Updating Class of Service Codes

Setting up wireless rules

Incident Location Settings / Search Location Settings

Class of Service Icons

Call Nature Icons

Fading and Timeout Settings

Setting Incident Behavior Options

Configuring Wireless Options / Points of Interest / Zoom Levels

Incident View Settings (Plot and Zoom)

Configuring Incident Fields / Incident Grids / Callouts

Enabling Discrepancy Recording

Setting the default Print Template

Enabling plug-in extent notification

Saving and Publishing Templates (DataSync)

Global Geocoding Settings / Address Geocoding Options / Centerline Geocoding Options

Setting Score Reductions

Configuring Standardized Names / Address Dictionary Rules / Translate Rules

Setting up the Routing Engine

Configuring Road Closures and Restrictions

Creating Predefined Routing Locations

Creating, Viewing and Modifying Preplans



Updating Additional Positions


DURATION

2 days


PSAP Administrators and GIS professionals responsible for updating map data and setting operational preferences

PREREQUISITES




8.14 VESTA Locate: Agent Train-the-Trainer (TTT)

PART NUMBER

VESTA Locate (formerly ORION Vela) Agent Train-the-Trainer: 000001-55712

COURSE DESCRIPTION This course provides the PSAP Trainer with the skills necessary to train other PSAP

employees on how to utilize the features that have been enabled in VESTA Locate. The

course consists of the standard Agent training content, adult learning principles, how best

to teach Calltakers about the VESTA Locate system, a knowledge check, and a

reciprocal teach back session.

DURATION

1 day


PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA Locate system

PREREQUISITES


Prior instructional experience




8.15 VESTA Locate: Agent

PART NUMBER

VESTA Locate (formerly ORION Vela) Agent: 000001-45711

COURSE DESCRIPTION This course provides the PSAP Calltaker/Dispatcher with the skills necessary to utilize

the features that have been enabled on a VESTA Locate workstation. The course content

includes:

Logging In / Interface / Server Connections / Using Legend, Overview Map, and Magnifier

Scales / Selection Tools / Zoom In / Zoom Out / Zoom Tools

Full Extent, Previous Extent, and Next Extent

Pan Map / Toggle Orthos / Managing Hot Spots / Identify and Compare Map Features

Measuring Distance / Area and Previous Measurements

Clearing Map Graphics / Redisplaying Incident Graphics

Address / Street / Intersection Search / Points of Interest

Map Coordinates / Latitude Longitude Search / Preplans

Using View Menu, Print Designer, and Print Templates

Exporting Text Files / Map Window, Exporting based on Buffers

Working with Road Closures and Restrictions / Driving Directions


Working with InfoTips / Using the View Menu

Incident Grids / Create Incident Tool

ALI Incidents / Raw ALI

Printing Incidents, Viewing Preplans, Removing Incidents

Reviewing, Resolving and Archiving Discrepancies

Pictometry – Set Sync with Vela option (Note: Pictometry training is not included.)

DURATION

4 hours


PSAP Calltakers and/or Dispatchers

PREREQUISITES





8.16 VESTA Map: Administrator

PART NUMBER

VESTA Map Administrator: 000001-69003

COURSE DESCRIPTION NOTE: This class is designed where GeoComm is responsible for ArcGIS maintenance.

This course typically occurs after the installation of a VESTA Map system. The course

provides the student with the knowledge to set operational preferences for VESTA Map.

The detailed course content is as follows:

Overview of Agent Class

Logging In / Changing and Resetting Password

Overview of VESTA Map Screen

Message Center

Help Buttons (Main Screen and Features)

Basic Map Features

Map Tools

Zoom In / Out / Pan Map Extent (Previous, Next, Full) Measure

Identify (Coordinates / Print / Layer Menu / Trash)

Overview Map / Map Tips / Grid

Advanced Map Features

Search (Address, Intersection, X/Y Coordinates, Advanced Search)

Features Toolbar - 911

Call Data Responders Reporting ANI/ALI Discrepancies (If purchased) Possible Locations

Features Toolbar - Views

Adding / Deleting

Features Toolbar - Directions (If purchased)

Features Toolbar - Markups

Adding, Editing, Deleting, Searching Markups

Features Toolbar - HazMat

Loading and Displaying an ALOHA Plume Accessing ERG Information Displaying an ERG Plume Searching a Map Layer for Plume Data Clearing a Plume from the Map

Features Toolbar - Layers

Adjusting the Transparency of Map Layers Adding a Map to Map Layers Removing a Map from Map Layers



Pictometry (if purchased)

Admin Module

Logging into Admin (if needed)

Product Licensing

GIS Services (Global)

Cached Base Map—Main Map / Cached Overview Maps / Map Services

Roles

Access to features Map zooming scales Map Tips Timer / Map Toolbar Startup Feature Set / View / Layout Admin Privileges Coordinate Tool Disclaimer Text to Print Adding a New Role / Cloning a Role / Deleting a Role

Users (Adding / Deleting a User/ Changing a Password for an Existing User)

Links (Potential Site Limitation)

Feeds (Potential Site Limitation)

DURATION

4 hours


PSAP Administrators

PREREQUISITES

Windows application familiarity including mouse navigation and keyboard skill

In-depth knowledge of day-to-day operation including call handling requirements


8.17 VESTA Map: Agent

PART NUMBER

VESTA Map Agent: 000001-69002

COURSE DESCRIPTION This course provides the Calltaker/Dispatcher with the skills necessary to utilize the

features that have been enabled on the VESTA Map workstation. The course content

includes:

Overview

Logging In (Changing and Resetting Password)



Overview of VESTA Map Screen

Message Center

Help Buttons (Main Screen and Features)

Basic Map Features

Map Tools

Zoom In / Zoom Out / Pan Map

Previous Extent / Next Extent / Full Extent

Measure by Area / Measure by Line

Identify (Coordinates / Print / Layer Menu / Trash)

Overview Map / Map Tips

Map Grid (Pause/Resume Refresh)

Advanced Features

Search (Address / Intersection / X, Y Coordinates / Advanced Search)

Features Toolbar - 911

Call Data Responders Reporting ANI/ALI Discrepancies Possible Locations

Features Toolbar - Views

Adding a New Folder / Adding a New View / Deleting

Features Toolbar - Directions

Calculating a Route / Drawing Street Barriers

Features Toolbar - Markups (Adding, Editing Deleting Markups, Searching)

Features Toolbar - HazMat

Loading and Displaying an ALOHA Plume Accessing ERG Information Displaying an ERG Plume Searching a Map Layer for Plume Data Clearing a Plume from the Map

Features Toolbar - Layers

Adjusting the Transparency of Map Layers Adding / Removing a Map to Map Layers

Pictometry (if purchased)

DURATION

2 hours


PSAP Calltakers and/or Dispatchers

PREREQUISITES


In-depth knowledge of day-to-day operation including call handling requirements



8.18 VESTA Map: Agent Train-the-Trainer (TTT)

PART NUMBER

VESTA Map Agent TTT: 000001-69001

COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA Map

system. The course content covers the operational features of the system in order to train

the Calltakers and/or Dispatchers. The course consists of the standard Agent training

content, adult learning principles, how best to teach Calltakers about the VESTA Map

system, a knowledge check, and a reciprocal teach back session.

DURATION

4 hours


PSAP Trainers/Supervisors who are responsible for training Calltakers on the VESTA Map system

PREREQUISITES


In-depth knowledge of day-to-day operation including call handling requirement

Prior Training Experience




8.19 Activity View: Administrator

PART NUMBER

Activity View Administrator: 000001-06074


system. The course covers the operation and analysis of the Activity View application.


Exploring Activity View Screen

Handling Documents and Sessions

Displaying Real-Time Activity

Viewing Calltaker, Active Calls, Trunk/Line, and Queue Windows

Customizing Color and Threshold Alerts

Displaying Marquee Messages

Displaying Status and Alarm Functions

Configuring the Display Panel to Show Key Performance Indicators

Review Exercises

DURATION

4 hours


PSAP Administrators who are responsible for monitoring and statistical reporting.

PREREQUISITES



VESTA 9-1-1 Admin and Agent training course or familiarization with Console application



8.20 VESTA Analytics: Administrator

PART NUMBER

VESTA Analytics Administrator: 000002-24404

COURSE DESCRIPTION This course typically occurs after the installation of a new VESTA Analytics MIS system

and after some data has been captured at the PSAP (typically30-45 days after cutover).

The course covers the management information system and generated reports. The

course content includes:

Introduction / VESTA Analytics Architecture

Getting Started with VESTA Analytics

Various Components

Reviewing the VESTA Analytics Interface

Observing Event Lists and Event Details

Applying Filters, Generating Event Detail Reports, and Exporting

Displaying Call Statistics, Scenario Management, Database Properties, and System Status

Configuring VESTA Analytics

Creating VESTA Analytics Administrators and Aurora users.

Using the VESTA Analytics Application Manager

Configuring Default User Preferences

Set Up Report Groups (e.g., Agents, Consoles, and Class of Service)

Generating Reports

Running Report Manager (Call Counts, Ring Time, Transfer Average, Trunk and Line Utilization)

Applying Date Range, Advanced Filters, and Groups

Scheduling Reports

Note:

Ad Hoc and Dashboard are not covered in this curriculum. These advanced features require certified MIS / SQL users and a specialized Airbus DS Communications SQL subject matter expert. Contact your Sales Team for further information.

We highly recommend the VESTA Analytics Remote Course (#000000-24405) that can be arranged 30-45 days post Standard Admin training to refresh feature knowledge and review reporting features.

DURATION

1 day


PSAP Administrators responsible for generating reports and monitoring activity at the center.



PREREQUISITES



8.21 VESTA Analytics: Administrator Remote

PART NUMBER

VESTA Analytics Administrator Remote: 000000-24405

COURSE DESCRIPTION

This course is offered to Administrators that have already completed the full VESTA Analytics Admin Course (000002-24404). This course is not intended to take the place of the 8-hour on-site class.

It can also be offered to existing VESTA Analytics sites with new users required to run reports and stats.

The remote session is offered 30-45 days after the Standard Admin class or at the customer’s discretion. This way, more real-life data has been collected and will aid in the refresh of VESTA Analytics features and statistical reporting.

The course overviews the management information system with focus on generating reports / data management.

Advanced planning and coordination is required. Refer to Special Instructions below.

Note:

Ad Hoc and Dashboard are not covered in this curriculum. These advanced features require certified MIS / SQL users and a specialized Airbus DS Communications SQL subject matter expert. Contact your Sales Team for further information.

Special Instructions:

Airbus DS Communications will send a WebEx invitation to the attendees at the site for the remote training session. Hook up to a PC viewer and screen for a larger audience is recommended. Instructor will call in to a speaker phone in the room or similar arrangement.

Airbus DS Communications utilizes a remote access utility to connect to the VESTA Analytics server to access VESTA Analytics and display during the WebEx session. Connection must be verified prior to scheduling. Failure to connect will result in the inability to offer this remote training session.

DURATION

Up to 4 hours




PSAP Administrators responsible for generating reports and monitoring activity at the center

PREREQUISITES

VESTA Analytics Administrator Course: 000002-24404 (required)



8.22 VESTA Analytics LITE: On-Site

PART NUMBER

VESTA Analytics LITE Onsite: 000000-24407

COURSE DESCRIPTION This course is offered to VESTA Analytics LITE customers who require an instructor-led

course at the customer’s site. The course is typically offered during the phone system

training and before cutover or at the customer’s discretion. The course content includes

basic reporting functionality:

Introduction / User Interface Familiarization

Displaying Call Events

Searching By Caller’s Number

Creating Call Detail Reports / Generating Reports Based on Specified Date Range

System Management options

Note: If need real data collected that will aid in a true understanding of VESTA Analytics reporting capabilities, we recommend the #000000-24406 VESTA Analytics LITE Remote Course that can be arranged 30-45 days post-cut.

DURATION

2 hours


PSAP Administrators responsible for generating reports and monitoring activity at the center.

PREREQUISITES





8.23 VESTA Analytics LITE: Remote

PART NUMBER

VESTA Analytics LITE Remote: 000000-24406

COURSE DESCRIPTION This course is offered to VESTA Analytics LITE customers. The remote session is offered

30-45 days post cutover or at the customer’s discretion. This way, more real-life data has

been collected and will aid in the demonstration of VESTA Analytics features and

statistical reporting. The course content overviews the management information system

with focus on generating reports / data management. Advanced planning and

coordination is required. Refer to Special Instructions below.

SPECIAL INSTRUCTIONS

Airbus DS Communications will send a WebEx invitation to the attendees at the site for the remote training session. Hook up to a PC viewer and screen for a larger audience is recommended. Instructor will call in to a speaker phone in the room or similar arrangement.

Airbus DS Communications utilizes a remote access utility to connect to the VESTA Analytics server to access Aurora and display during the WebEx session. Connection must be verified prior to scheduling. Failure to connect will result in the inability to offer this remote training session.

DURATION

Up to 2 hours


PSAP Administrators responsible for generating reports and monitoring activity at the center

PREREQUISITES





8.24 VESTA DataSync: Administrator for VESTA Locate

PART NUMBER

VESTA DataSync Administrator for VESTA Locate: 000001-25804

COURSE DESCRIPTION This course typically follows a VESTA Locate Administrator course at sites where an

enterprise DataSync solution is installed and ready for use. This course covers the

necessary skills to administrate a DataSync solution in either an enterprise (WAN) or

local (LAN) configuration. The course content includes:

Introduction / DataSync and VESTA Locate

Understanding DataSync Components / System Block Diagram with Conceptual

Single Call Center (LAN) Solution

Enterprise (WAN) Solution

Configuring and Using DataSync

DataSync Publisher

Creating an Update Job Setting Source Folders / Destination Folders Exclusions Publishing an Update Job Pausing, Canceling and Resuming an Update

Vela Publishing

Updating Map Data / Templates Saving Projects and Layouts The Map Processing Server Publish

DataSync Client

DataSync Client Download Service Active Application Download Options Registering an Application

R1 Distribution Manager (Enterprise Solution)

Connecting to the Center Server Setting Distribution Job Parameters / Setting Temporary Folder Automatic Updating Saving the Job as a Template

Maintenance and Trouble Shooting

Maintaining Optimal Performance

Understanding Errors

The PMC Audit Log

Altering the Transfer Folder Location



DURATION

4 hours


PSAP Administrators

PREREQUISITES



VESTA Locate Administrator Course (#000001-25714 or #000001-25715)

8.25 Cutover Coaching

PART NUMBER

Cutover Coaching: 000001-08538

COURSE DESCRIPTION This course occurs at the customer site during and/or after the system is cut-over and the

9-1-1 system is taking live calls. One instructor will provide an eight (hour cutover

coaching session within a 24 hour day. Cutover Coaching is available in an 8-hr block

that can be used in one 8-hour block or divided into two 4-hour blocks not

separated by more than 4-hours. This course offers the service of the trainer to be a

“job shadow” in the PSAP.

DURATION

Eight hours within a 24-hour day. Cutover Coaching is available in 8-hr blocks that can be used in one 8-hour block or divided into two 4-hour blocks not separated by more than 4-hours. If outside the 8AM – 5PM timeframe, requires prior coordination and approval.


PSAP Administrators / Agents who are responsible for the operation of the 9-1-1 Call Center.

PREREQUISITES

9-1-1 System is ready for cutover or has already cutover



8.26 Custom Training

PART NUMBER

Custom Training: 000001-09706

COURSE DESCRIPTION This customer training is for on-site training delivery using customer equipment and does

not include training development, if required. This training must be approved by Training

Manager before being quoted.

DURATION

8 hours


PSAP Administrators / Agents who are responsible for the operation of the 9-1-1 Call Center.



9. CANCELLATION POLICY Cancellations for scheduled training with less than the required 14-day notice negatively

impact resource availability and cost. Therefore, Airbus DS Communications has

implemented a cancellation policy to address these issues.

The Training Cancellation Policy will apply to any customer change request that directly

or indirectly affects an existing resource schedule for Airbus DS Communications

Training. Airbus DS Communications requires all schedule change requests to be

submitted in writing no later than 14 days before the start of the scheduled service

(“Notice Period”). Changes received less than 14 days before the start of the scheduled

service are subject to a service charge.

Airbus DS Communications Training Services are scheduled in several ways. After

submitting a purchase order that includes Training Services, the customer can schedule

Training Services:

Through the assigned Airbus DS Communications Project Manager or Project Coordinator

Directly with the Training Services Administrator for I&M classes

In accordance with the process identified in project plan or associated statement of work, as applicable

Once a Training Service has been scheduled, changes must be requested through the

same channel as initially scheduled. Customers who have questions about who they

should contact to schedule Airbus DS Communications Training Services or how to make

changes to previously scheduled Training Services should contact Airbus DS

Communications at 951.719.2100.

Airbus DS Communications recognizes many factors drive schedule changes. Airbus DS

Communications reserves the right to determine if changes that occurs after the Notice

Period for the scheduled training has a cost impact on Airbus DS Communications, and

consequently may be eligible for applicable schedule change service fee.

9.1 Installation & Maintenance / Admin Courses Written notice of student cancellations will be accepted up to 14 days prior to class start

date without penalty. Notifications can be sent to [email protected].

After that time, cancellations and “no shows” are subject to a service fee not to exceed

50% of course tuition. All classes are subject to minimum enrollment.

Airbus DS Communications reserves the right to cancel a course due to insufficient

enrollment up to two weeks prior to the first day of the course. In this case, Airbus DS

Communications will offer an alternate course date or reimburse the registration fee.

Airbus DS Communications will not accept any further claims whatsoever.

9.2 End user / Customer courses Scheduled class cancellations for classes given at the customer site will be accepted

within the Notice Period without penalty. After that time, class cancellations are subject to

a service fee not to exceed 50% of the total class fee. This applies to all student seats

reserved for the cancelled class at the customer site.
