jones-ncti course catalog

Workforce Performance Solutions™

General Information

General

Information

Technical» Installer 1 » Installer (with Resource Guide) 1 » Techsellence 1 » General Safety 1» Customer Service for Technicians 3 » Broadband Digital Installer 3» Troubleshooting Advanced Services 3» Computers and Broadband Modems 3» IP Voice 1» Installing SMB Telecom Service 1» High Speed Data Installation 1» Installer Technician 3» Telephone Home Wiring 3» Consumer Digital Electronics 3» Service Technician 3» Return Path Operations 3» Digital Technician 3» Fiber Installation and Activation 3» System Technician 3» Fiber Testing and Maintenance 3» Advanced Technician 3» Broadband HFC Network Testing and Measurements 3» Understanding Voice and Data Networks 3» Exploring Wireless Technologies 3» Introduction to Networking: Home and Peer-to-Peer Networks 3» Introduction to Networking: Local Area Networks 3» Introduction to Networking: Wide Area Networks 3» Internetworking with TCP/IP 3» Introduction to Networking: Wireless 3

cusTomer managemenT and supporT» Excellence in Customer Service 3» Cable Network Overview 3» Delivering Cable Services 3» Digital Voice Customer Care: Overview 1» Customer Service Through Troubleshooting 1» Basic Broadband Troubleshooting 3» High-Speed Data Customer Service 3» Advanced High-Speed Data Customer Service 3» Operations Center Technical Support I 3» Operations Center Technical Support II 3» Operations Center Technical Support III 3» Fundamental Selling Skills 1» Selling Against DBS Providers 1» Selling Against DSL Providers 1» Selling High Definition Television 1» Selling Video On-Demand 1» Selling Personal Video Recorders 1» Selling VoIP and Digital Voice Services 1» Selling Digital Cable 1» Selling High Speed Internet 1

general educaTion» Effective Supervision 3» Introduction to Business 3» Introduction to Marketing 3» Principles of Management 3» Business Law and the Legal Environment 3» Web classroom courses

• Introduction to PC Applications 1 • Stress Management 1• Technical Writing 1• Technical Mathematics 1• Cultural Diversity in Business 1• Business Writing 1• Time Management 1• Intercultural Communications 1• Interpersonal Communication 1• Business Communication and Report Writing 1• Consumer Behavior 1• Negotiation and Conflict Resolution 1• Principles of Sales 1

TaBle oF conTenTs

TOC0310

1Online or Web-classroom Course

3Online/Paper Blend*

* All lesson exams and final exams are taken online.

For more information, call 866.575.7206, email [email protected] or visit www.jonesncti.com

Visit www.jonesncti.com and click FAQ for important information on computer hardware/software requirements and Jones/NCTI course policies.

Last revised: 01/2012


™

Jones/NCTI’sProfessIoNal servICes

Our team offers specialized knowledge and expertise through Professional Services that will effectively bring best in class solutions to your organization’s projects with a proven return on investment. Our approach to relationships and service delivery helps clients across the globe leverage new opportunities, improve performance and enhance value.

The Jones/NCTI® Professional Services team has worked with industry leading companies throughout the United States, in various markets, thus bringing a unique talent to your project. Our Education Professionals, Instructional Designers and Technology Specialists are experienced at delivering solution-based products and services to meet your educational, certification and assessment needs.

oUr ProfessIoNal servICes INClUDe:» Custom Curriculum Development» Instructional Design Consulting» Instructor-Led Training» Product Education and Certification» Assessment Programs» Paper to e-learning Conversion» Testing and Verification Services» Career Path Progression» Train the Trainer

THe JoNes/NCTI ProfessIoNal servICes aPProaCHJones/NCTI applies a “three point” process to our services, creating custom workforce solutions for our clients. This process consists of knowledge management, technology expertise and project management. These components are critical to ensuring the solution we provide surpasses expectations while being delivered on-time and within budget.

We pride ourselves on our bright, motivated and committed team of experienced Instructional Design experts and our hands-on approach to solving complex training and education issues. Through our understanding of our customer’s commercial objectives, the technical issues during implementation of a project and our breadth of knowledge, our Professional Services team minimizes the effort required to implement a project and maximizes a customer’s return on investment in the product or solution.


Knowledge Management Technology expertise Project M

anag

emen

t THreePoINT

aPProaCH

Introducing

LogiCALL SMART PathFrom Jones/NCTI®

LogiCALL SMART Path employs decision tree methodology and tools to

guide individuals through effective decision-making processes. Created to

improve productivity, LogiCALL SMART Path walks employees through a series of

questions and answers to successfully resolve customer inquiries or issues.

Real-Time Call Tools• Agents use LogiCALL SMART Path while on the phone with a customer—or

potential customer—to provide accurate information and/or troubleshooting steps.

Consistent Procedures• By providing employees with a consistent process, LogiCALL SMART Path

ensures a quick and accurate resolution every time.

Reduced Training Costs• The delivery of key information and functional steps to employees via LogiCALL

SMART Path allows the amount of training time required to be reduced.

• LogiCALL SMART Path can also be used to deliver updated processes and procedures to employees.

Dynamic Setup and Reporting• A local administrator is able to easily create and edit process, sales, and/or

troubleshooting flows with the LogiCALL SMART Path tree editor. The updates can immediately be made available to employees using the system.

Integrates with other Applications• LogiCALL SMART Path can be integrated with other applications used by your

employees. This integration leads to greater efficiencies within your organization by streamlining processes and reducing duplicate tasks.

Let Intelligent Decisions Guide Your Way To:

4 Improved Profitability

4 Higher Customer Satisfaction

4 Superior Productivity

4 Increased EfficienciesFor more information, call 866.575.7206 or email [email protected]

Let Intelligent Decisions Guide Your Way To: 4Improved Profitability 4 Higher Customer Satisfaction 4 Superior Productivity 4 Increased Efficiencies

Workforce Performance Solutions™™

For more information, call 866.575.7206 or email [email protected] East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com

Contractor

MSO

Contracting Agency

ImprovedCustomer

Satisfaction=

IncreasedRevenue When MSOs, contracting agencies and contractors adhere

to quality standards of service delivery, everyone wins...including your customer.

Introducing the NewInstaller QualIfIcatIon (IQ) Program from Jones/NCTI®

The IQ ProgramThe IQ program is designed as a streamlined and effective way to quickly train and confirm the knowledge and skills of installers. Through a series of proctored assessment exams, this program provides MSOs and contracting agencies with the assurance that installers are providing the highest quality customer experience on the first visit.

The IQ program provides contractors with full career path development and training opportunities that will increase their breadth of knowledge and earning power. This also helps contracting agencies and MSOs attract and retain the highest quality talent in the industry. With the new IQ Program everyone wins!

BenefIts to Msos:• Promotes consistent service quality across the customer base• Improves profitability with reduced truck rolls/service calls• Achieves higher customer satisfaction and retention as well as brand recognition• Reduces overall training costs• Significantly reduces exposure to co-employment claims

BenefIts to contractIng agencIes:• Create MSO trust in their business and help them to establish high-quality brand equity• Win more MSO business with a proven team of well-trained installers• Retain the “best of the best” contract installers• Secure the lead position ahead of the competition with more value • Great hiring tool for attracting more committed employees

BenefIts to contractors: • Increases capabilities, breadth of knowledge and earning power• Become a certified professional and move to the top of the hiring list• Drives job security with top agencies who value their professional know-how• Allows them to be seen as a valuable asset due to their ability to deliver high-quality service the first

time, in turn dramatically improving profitability for the MSO• Self-paced, online format and convenient testing facilities available

to BegIn QualIfyIng, follow these sIMple steps:• Register for an account with Jones/NCTI®

• Schedule your assessment at proctored location OR enroll and complete Jones/NCTI IQ Course• Take the assessment• If score is 70% or greater, assessment is passed (2 attempts are allowed)• If score is less than 70%, additional training is needed• Enroll in corresponding course with Jones/NCTI• Complete course lessons• Schedule and take course final at proctored location

Installer Has2 Options

to Begin Program

Registerand ScheduleAssessment

Enroll & CompleteJones/NCTIIQ Course

ScheduleFinal Exam

INSTALLERQUALIFIED

Or

Pass

Fail Pass

IQ Course ListQuIck start Installer (QsI):This course provides the steps necessary for installing video services. Installers will use the Internet to rapidly develop the valuable skills needed to become productive on the job, accelerating their time-to-field. In an interactive format, the course presents the basics of the drop portion of the cable system, showing the student installations and customer premises equipment connectivity techniques. Estimated time to complete – 30 hours

hIgh-speed data InstallatIon:This course introduces the fundamentals of high-speed Internet access service by presenting the typical features and functions of cable modems. The student will gain a thorough understanding of how the PC and modem interface with the broadband network. Topics of study include DOCSIS in the network, cable modem provisioning, the role of the cable modem termination system, and more. The student also will learn how to effectively educate customers on their new high-speed service. Estimated time to complete – 10 hours

Ip VoIce:This course provides step-by-step training on all aspects of IP Voice service, including preparation, installation in single- and multi-dwelling units, installations in homes with security systems, troubleshooting and safety. In addition to teaching practical application, the IP Voice course outlines the important concepts, theory and history behind the delivery of voice services by the cable industry, with a discussion of the transition of technology from analog to digital and its impact on IP Voice services. Estimated time to complete – 16 hours

AVAILABLE NOW!InstallIng sMB telecoM serVIce:This course is designed to provide a cost effective, interactive training program that features rich video content of actual installers performing real small/medium business installations and interacting with real customers. Upon course completion, students will receive job-aid materials for on-the-job reference.

Estimated time to complete – 20 hours

“Since I began as an installer in 1982, Jones/NCTI has been my primary source of training in the CATV field. In fact, my education through Jones/NCTI contributed to my recent career advancement to operations manager.”

—John T. Beck, Operations Manager

For more information, call 866.575.7206 or email [email protected] East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.comWorkforce Performance Solutions™

ABOUT JONES/NCTI, ® INC.Jones/NCTI improves the effectiveness of broadband and cable company employees and contractors by providing corporate training and certification, along with supportive decision tools that aid in assisting customers. Our customers range from cable system operators and technology vendors to technicians and customer service representatives. For more than 40 years, more than 1,500 companies and 300,000 professionals have turned to Jones/NCTI for workforce performance solutions.

“ The Installer Qualification (IQ) program from Jones/NCTI has had a positive impact

on our operations. Not only are our employees better trained, but we have seen a

significant reduction in the amount of chargebacks from our MSO clients. In other

words, we are providing superior service and are reducing expenses at the same time.” —-Dennis Nolan, Executive Vice President, Operations Support, CableNet Services

IQ-0111

Earn college credit while learning job-specific skills through Jones/NCTI’s College Program, the only distance-learning, accredited higher education program designed specifically for the broadband and cable industry. The College Program allows individuals to apply virtually all Jones/NCTI® courses to college-level certificates and two-year degrees, as well as bachelor’s, master’s and doctorate degrees through Jones International University® (JIU®). It’s the best way to match a degreed education with broadband and cable industry training, no matter your career choice:

» Customer Service Rep.» Installer» Technician

» Engineering » Sales » Administration

™

Advance Your Career Through Professional Education

Jones/NCTI’sCertificate and Degree Programs

866.575.7206 • jonesncti.com

» Marketing » General Management» Finance

2011

TECHNICAL CERTIFICATES*

BRoAdBANd TECHNoLogy CERTIFICATEBroadband cable industry professionals wanting to manage line technicians, maintenance technicians, fiber optics technicians, headend technicians and related positions should earn this certificate. Individuals doing so will be qualified to oversee the personnel, processes and technologies used in design, construction, installation, maintenance and service of broadband coaxial and fiber networks. Courses CTC 107 Installer 3 credit hours CTC 109 Installer Technician 4 credit hoursCTC 111 Service Technician 4 credit hoursCTC 113 System Technician 4 credit hoursCTC 127 Fiber Testing and Maintenance 2 credit hoursCTC 128 Fiber Installation and Activation 2 credit hoursCTC 129 Digital Technician 3 credit hoursCTC 165 Advanced Technician 4 credit hoursTotal: 26 credit hours

CuSTomER CARE CERTIFICATEIndividuals pursuing customer service management positions should use this option to learn the necessary verbal, written and supervisory skills needed to perform their jobs effectively. Those who earn this certificate will be uniquely qualified within the industry to manage broadband and cable customer service workgroups.CoursesCTC 108 Cable Network Overview 1 credit hourCTC 121 Delivering Cable Services 3 credit hoursCTC 123 Basic Broadband Troubleshooting 3 credit hoursCTC 125 High Speed Data Customer Service 2 credit hoursCTC 126 Advanced High Speed Data Customer Service 3 credit hoursMAN 212 Negotiation and Conflict Resolution 3 credit hourMAR 111 Principles of Sales 3 credit hoursMAR 235 Consumer Behavior 3 credit hoursTotal: 21 credit hours

* Note: Students who complete these certificates may earn an Associate of Applied Science degree in Broadband Technology and Communication by completing an additional 34 to 39 specified credit hours (see next page for more information).

To RECEIvE TRANSCRIpTS:Once students complete a course with Jones/NCTI, they may obtain transcripts as proof of Jones/NCTI course completion and grade received. If students are transferring their Jones/NCTI courses to a specific college, they can obtain a transcript from ACC.

To obtain ACC transcripts, complete an ACC transcript request form and send it to: Admissions and Records, Arapahoe Community College, P.O. Box 9002, Littleton, CO 80160

or fax a request to 303.797.5970

or request transcripts online through ACC’s website www.arapahoe.edu.

Please allow one week for processing on ACC transcript requests.

gET STARTEd TodAy 1. Check with your supervisor on how Jones/NCTI works with your

company. Many companies cover the expense of your tuition and offer incentives and raises for graduation from a course.

2. Obtain course descriptions and a Jones/NCTI enrollment application from your supervisor, your company’s Jones/NCTI training coordinator, or your human resources department.

3. You can also obtain course descriptions and a course application by clicking on the Products tab of our website, www.jonesncti.com, calling 303.797.9393 or emailing [email protected].

4. Fill out the application completely, include your payment and mail to: Jones/NCTI, 9697 East Mineral Avenue, Centennial, CO 80112

5. Your course will be shipped—if applicable—within 48 hours of receipt of payment.

gENERAL EduCATIoN REquIREmENTS 19 credit hoursENG 131 Technical Writing 3 credit hours or ENG 121 English Composition I 3 credit hours MAT 108 Technical Mathematics 4 credit hours or Higher level college math course 4 credit hoursCOM 125 Interpersonal Communication 3 credit hoursCIS 118 Introduction to PC Applications 3 credit hoursBUS 115 Introduction to Business 3 credit hoursMAN 116 Effective Supervision 3 credit hours

CoRE REquIREmENTS 11 credit hours MAR 160 Excellence in Customer Service 3 credit hoursPSY 116 Stress Management 3 credit hours or PSY 101 General Psychology I 3 credit hoursBUS 241 Cultural Diversity in Business 3 credit hoursBUS 117 Business Writing 1 credit hourMAN 117 Time Management 1 credit hour

RESTRICTEd ELECTIvES 6 – 9 credit hours*

COM 220 Intercultural Communication 3 credit hoursMAR 111 Principles of Sales 3 credit hoursBUS 216 Business Law and the Legal Environment 3 credit hoursBUS 217 Business Communication and Report Writing 3 credit hoursMAR 216 Introduction to Marketing 3 credit hoursMAN 226 Principles of Management 3 credit hoursCTC 117 Computers and Broadband Modems 3 creditsCTC 118 Broadband Digital Installer 3 credits

* Dependent on the plan of study selected (see options, right).

pLANS oF STudy (SpECIALIzATIoN) – Select One

opTIoN A: BRoAdBANd TECHNoLogy* 26 credit hours CTC 107 Installer 3 credit hours CTC 109 Installer Technician 4 credit hoursCTC 111 Service Technician 4 credit hoursCTC 113 System technician 4 credit hoursCTC 127 Fiber Testing and Maintenance 2 credit hoursCTC 128 Fiber Installation and Activation 2 credit hoursCTC 129 Digital Technician 3 credit hoursCTC 165 Advanced Technician 4 credit hours* Complete at least 6 credits of restricted electives

opTIoN B: CuSTomER CARE** 21 credit hours CTC 108 Cable Network Overview 1 credit hourCTC 121 Delivering Cable Services 3 credit hoursCTC 123 Basic Broadband Troubleshooting 3 credit hoursCTC 125 High Speed Data Customer Service 2 credit hoursCTC 126 Advanced High Speed Data Customer Service 3 credit hoursMAN 212 Negotiation and Conflict Resolution 3 credit hoursMAR 111 Principles of Sales 3 credit hoursMAR 235 Consumer Behavior 3 credit hours** Complete at least 9 credits of restricted electives

dEgREE ToTAL: 60 – 62 CREdIT HouRS

ASSoCIATE oF AppLIEd SCIENCE IN BRoAdBANd TECHNoLogy ANd CommuNICATIoN dEgREE FRom ACCThrough our partnership with Arapahoe Community College (ACC), Jones/NCTI® is pleased to provide easy access to advanced skills and a college degree. Classes may be completed through online and independent study options. Now you can work full-time while completing a college degree and securing opportunities for your professional growth in the broadband and telecommunications industries.

The Associate of Applied Science degree allows Jones/NCTI students to build a degree to suit their specific career goals in the broadband and/or telecommunications industries. The degree allows students to combine courses from a specific certificate track that is based on industry-specific competencies, with electives and general requirements. To begin, the student completes a Jones/NCTI certificate from one of the two degree emphases listed below, combined with general education courses, major courses and restricted electives to earn a minimum of 60 credit hours. The result is a versatile, professional degree that demonstrates both job-specific expertise and general business knowledge. Upon completion, those who wish to continue their studies may be accepted as juniors to Jones International University.*

Keep in mind that while most courses are available anytime, others are only offered up to three times per year. Refer to www.jonesncti.com for course schedules and availability.

Note: Course titles may vary at ACC.

ABouT JoNES/NCTI, ® INC.Located just outside of denver, Jones/NCTI improves the effectiveness of broadband and cable company employees and contractors by providing corporate training and certification, along with supportive decision tools that aid in assisting customers. our customers range from cable system operators and technology vendors to technicians and customer service representatives. For more than 40 years, more than 1,500 companies and 300,000 professionals have turned to Jones/NCTI for workforce performance solutions.

Congratulations! You’ve gone through the Jones/NCTI-ACC program. Now make your next move with Jones International University!• You’ve earned a special 10%

tuition scholarship • You can make a seamless

transfer of your Jones/NCTI and ACC credits

• JIU allows you to earn your degree with the ease, convenience and flexibility of online education

• JIU was the first fully online, accredited university in the U.S.

Call us today at 866.665.6637 or visit www.jiu.edu/jonesncti to kick start your next step to your bachelor’s, master’s or doctorate degree!

For more information, call 866.575.7206 or email [email protected] East mineral Ave. • Centennial, Co 80112 • www.jonesncti.com


NCTICP-1111

Jones/NCTI also provides access to degree programs through its sister company, Jones International University® (JIU®), the first fully online university to receive accreditation. Jones/NCTI students can be admitted to JIU with a completed Associate of Applied Science (AAS) degree or by transferring existing credits prior to completing the AAS. JIU’s degree programs cover business communication, education and business administration, each with multiple areas of specialization, as follows:

BACHELoR, mASTER ANd doCToRATE dEgREE pRogRAmS FRom JIu

SCHooL oF BuSINESSGraduate ProgramsMaster of Arts in Business Communication – Entrepreneurship – Leadership and Influence – Leading the Customer-Driven Organization – Project Management

Master of Business Administration – Accounting – Entrepreneurship – Finance – Financial Analysis – Forensic Accounting – General Studies – Global Enterprise Management – Health Care Management – Information Security Management – Cyber Security – Information Technology Management – Leading the Customer-Driven Organization – Negotiation and Conflict Management – Project Management

Doctorate of Business Administration

Additional certificate offerings: – Financial Management – Health Care Administration – Project Management

Undergraduate ProgramsBachelor of Arts in Business Communication – Communication Management – Sales and Marketing

Bachelor of Business Administration – Accounting – Finance – Customer Care Management – General Business – Health Care Management – Sales and Marketing Management – Technology Services Management

4-Year Accelerated Bachelors-to-Masters* – Entrepreneurship (BABC to MABC) – Leadership and Influence (BABC to MABC) – Leading the Customer-Driven Organization (BABC to MABC) – Project Management (BABC to MABC) – Leadership and Influence (BBA to MABC) – Entrepreneurship (BBA to MBA) – Global Enterprise Management (BBA to MBA) – Health Care Management (BBA to MBA) – Information Security Management (BBA to MBA) – Information Technology Management (BBA to MBA) – Leading the Customer-Driven Organization (BBA to MBA)

SCHooL oF EduCATIoNGraduate ProgramsMaster of Education

• Master’s Degrees for Adult Educators and Administrators

– Adult Education – Corporate Training and Knowledge Management – e-Learning Technology and Design – Higher Education Leadership and Administration

• Master’s Degrees for Licensed Educators – Elementary Curriculum, Instruction and Assessment – Secondary Curriculum, Instruction and Assessment – Education Leadership and Administration – K-12 Instructional Technology – K-12 English as a Second Language Education – K-12 English as a Second Language Specialist: Bilingual Education

• Master’s Degrees Leading to Initial Education Licensure

– Elementary Curriculum, Instruction and Assessment: Teacher Licensure – Secondary Curriculum, Instruction and Assessment: Teacher Licensure – Education Leadership and Administration: Principal and Administrator Licensure – K-12 Instructional Technology: Teacher Licensure – K-12 English as a Second Language Education: Teacher Licensure – K-12 English as a Second Language Specialist: Bilingual Education Teacher Licensure

Doctorate of Education – Adult Education Leadership – K-12 Education Leadership

Education Specialist in K-12 Education Leadership

Additional certificate offerings: – Pathways to Accomplished Teaching: Using the National Board for Professional Teaching Standards to Improve Teaching and Learning – Corporate Training and Knowledge Management: Instructor ibstpi®

– Corporate Training and Knowledge Management: Training Manager ibstpi® – e-Learning Technology and Design: Instructional Design ibstpi® – English as a Second Language: Curriculum, Instruction and Assessment – English as a Second Language: Literacy

™

For more information, go to www.jiu.edu/program-disclosures.

* These programs grant a bachelor’s degree first. While in the bachelor’s program, the student completes 12 credits toward their master’s degree.

WHY STOP NOW?

Our goal is to make your Jones/NCTI® training experience as streamlined and effective as possible; therefore your comments, feedback or suggestions are very important to us. Please contact Customer Care at [email protected], 866.575.7206 or complete this form and fax it to 303.797.9394.

Do you have everything you need to start enrolling students in Jones/NCTI courses?

What can we do to better serve you?

DoN’T forgeT...you can enroll your students online.Visit www.jonesncti.com

Jones/NCTI. Your success is our urgent concern.

We want to hear from you!




Contact Information

Contact

Information

Contact Information:

For Jones/NCTI® ordering, service, questions, concerns or to sign up for a training session, please contact Customer Care at: Phone:866.575.7206 Fax: 303.797.9394 Email: [email protected]

For information or questions regarding Jones International University please contact a customer service representative at: Phone:800.811.5663 Fax: 303.799.0966 Email: [email protected]

For after hours assistance (for outages only), please contact: Phone:866.817.2192 (Afterhoursassistanceavailablefrom5:00p.m.-7:00a.m.daily)

Contact1208 For more information, call 866.575.7206, email [email protected] or visit www.jonesncti.com



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Jones/NCTI’s Master Technician Program YOU CAN BE ONE OF THE BEST

Created as a means to recognize the best of the best, the Jones/NCTI® Master Technician Program is an industry-recognized way of identifying a select group of technicians and engineers who have mastered the skills necessary to be regarded as the industry’s elite. To be qualified as a Master Technician, industry professionals must successfully complete a defined set of courses related to specific broadband operations. The following recognitions can be earned:

MASTEr TECHNICIAN (MT)The MT has gained knowledge and expertise in broadband network and drop installation practices and procedures. To qualify, an individual must complete the following courses:

» Installer » Installer Technician» Service Technician» System Technician» Fiber Installation & Activation* » Fiber Testing & Maintenance*» Advanced Technician

MASTEr TECHNICIAN, CUSTOMEr PrEMISES (MTC)The MTC is qualified to install, maintain and troubleshoot analog and digital services in the drop network from the distribution tap to the terminating device at the customer’s premises. To qualify, an individual must complete the following courses:

» Installer» Broadband Digital Installer» Troubleshooting Advanced Services» Computers and Broadband Modems» Installer Technician» Return Path Operations

MASTEr TECHNICIAN, HFC NETwOrkS (MTH)An expert in HFC network maintenance practices and procedures is qualified to service and maintain two-way analog and digital services in the coaxial distribution system, fiber-optic system and headend. To qualify, an individual must complete the following courses:

» Service Technician» System Technician» Fiber Installation & Activation*» Fiber Testing & Maintenance*» Advanced Technician» Return Path Operations

SENIOr MASTEr TECHNICIAN (SMT)The SMT is an unparalleled expert, possessing knowledge on all HFC network and drop installation practices and procedures, and the ability to maintain and troubleshoot the entire system from the customer’s premises through the headend. To qualify, an individual must complete the following programs/courses:

» Master Technician, Customer Premises (MTC) Program

» Master Technician, HFC Networks (MTH) Program

» Understanding Voice and Data Networks

* For students having completed Fiber Optics Technician, the course can be substituted for Fiber Installation & Activation AND Fiber Testing & Maintenance

MT0311

HOw dO I gET STArTEd? Call 866.575.7206, email [email protected] or visit www.jonesncti.com, go to Products and Services • 9697 East Mineral Ave., Centennial, CO 80112



(Continued)Workforce Performance Solutions™

™

College Credits: 3

installer Part of the Master Technician Certification Series

oVerVieWThe Installer course is the foundation for Jones/NCTI’s Technical Career Path, as well as an essential preparation for the Broadband Digital Installer and Installer Technician courses. Beginning with a comprehensive overview of a broadband cable system, the course provides the student with a working knowledge of the system from the signal sources to the customer premises equipment, while teaching the requirements for an installer. The “why” as well as the “how” to perform installer functions are taught throughout this course, educating the student in proper installation as well as basic troubleshooting. The student will also learn the processes and procedures surrounding digital signal tests and measurements. Specific references to more than 50 basic safety standards (OSHA and ANSI) as well as electrical codes (NEC and NESC) are made throughout the course.

Delivery Options:1 All learning, lesson and final exams are delivered and taken online. Students will be able to print a job aid/reference guide.

Completion Time:Varies based on the student’s self-study pace, however, the maximum time allowed is four months from enrollment.

BeNeFitsUpon completion students will:

» know all the necessary processes, techniques and equipment to function as a tap-to-customer premises installer

» effectively troubleshoot commonly occurring broadband analog and digital drop problems

» understand safe installation practices» be able to explain the differences in programming services to the customer» receive an industry recognized Jones/NCTI® certificate of graduation» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Premises Installer

certification» receive credit towards Jones/NCTI Master Technician certification

Ideal for:» newly hired installers» experienced technicians and installers interested in a refresher on current

installation techniques

CoUrse oBJeCtiVesUpon completing this course, students will be able to:

1. understand the operation of a broadband cable system2. identify the typical department organizations within a broadband cable company3. understand the safety regulations, customer service requirements, functions of

drop components and connection/interface of customer premises equipment in a broadband drop system

eNhaNCemeNt» Now including

information on digital technologies

related CoUrsesStudents completing this course should then enroll in:

» Broadband Digital Installer

» Installer Technician» Customer Service for

Technicians» Consumer Digital

Electronics

traiNiNg FeatUres» Knowledge-based,

broadband and job-specific content

» Highly illustrated with high quality video and easy to read course materials

» Career path advisement» Online lesson

feedback and progress monitoring at www.jonesncti.com

» Online testing» instructor led training

available upon request

Visit www.jonesncti.comand click FAQ for important information on computer hardware/software requirements and Jones/NCTI course policies.

Install0311

4. identify customer concerns and solve customer problems5. correctly use and maintain all required installation hand and power tools6. fully understand required ladder inspections and practice safe ladder handling techniques7. thoroughly comprehend the required pole climbing safety inspections and safe pole climbing procedures8. identify features, controls and components, perform measurements and properly maintain digital multi meters

and signal level meters9. understand construction of coaxial drop cable and F-connectors and properly install various indoor and

environmentally sealed F-connectors10. safely and correctly perform single resident aerial and underground installations from the tap to the customer

premises equipment, following all pertinent safety regulations and recommended practices/procedures11. interpret digital measurements to evaluate digital signal quality

CoUrse oUtliNe

CoUrse oBJeCtiVes (Continued)

a. introduction: From dispatch to Customer PremisesProfessionalism, interacting with dispatch, tools and equipment, vehicle inspection, HFC network overview, cable industry evolution, competitive services and customer education

B. Work order 1: aerial disconnect Park safely and courteously, inspect and wear

safety equipment, inspect, carry and climb extension ladder, inspect pole and tap, disconnect a drop cable and close a work order

C. Work order 2: Underground Basic reconnect Inspect drop cable, connect drop to tap, inspect

drop bonding, check for hot chassis, connect CPE, troubleshoot an installation, identify leakage and ingress

d. Work order 3: aerial Premium installation Plan and route aerial drop, inspect, adjust and

use pole climbing equipment, take digital signal readings at the tap, run and bond cable to a house ground, safely drill wall holes and set up digital video CPE

e. Work order 4: Underground high definition installation

Plan and route underground drops, locate buried utilities, bury the drop cable, use a time domain reflectometer and DMM and connect HD set-top box, manage stress

F. Work order 5: aerial home theater installation

Install additional outlets, perform external cabling, use bucket truck at tap, fish cable through interior walls and connect a home theater system

g. drop Fiber Fundamentals Identify types and construction of drop fiber,

handle fiber optic drop cable properly, splice and terminate fiber optic drop cable

h. summary

i. Final exam




™

College Credits: 3

installer (with Resource Guide)Part of the Master Technician Certification Series

oVerVieWThe Installer course is the foundation for Jones/NCTI’s Technical Career Path, as well as an essential preparation for the Broadband Digital Installer and Installer Technician courses. Beginning with a comprehensive overview of a broadband cable system, the course provides the student with a working knowledge of the system from the signal sources to the customer premises equipment, while teaching the requirements for an installer. The “why” as well as the “how” to perform installer functions are taught throughout this course, educating the student in proper installation as well as basic troubleshooting. The student will also learn the processes and procedures surrounding digital signal tests and measurements. Specific references to more than 50 basic safety standards (OSHA and ANSI) as well as electrical codes (NEC and NESC) are made throughout the course.

Delivery Options:1 All learning, lesson and final exams are delivered and taken online. A printed job aid/reference guide is provided.

Completion Time:Varies based on the student’s self-study pace, however, the maximum time allowed is four months from enrollment.


» know all the necessary processes, techniques and equipment to function as a tap-to-customer premises installer

» effectively troubleshoot commonly occurring broadband analog and digital drop problems

» understand safe installation practices» be able to explain the differences in programming services to the customer» receive an industry recognized Jones/NCTI® certificate of graduation» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Premises Installer

certification» receive credit towards Jones/NCTI Master Technician certification

Ideal for:» newly hired installers» experienced technicians and installers interested in a refresher on current

installation techniques


1. understand the operation of a broadband cable system2. identify the typical department organizations within a broadband cable company3. understand the safety regulations, customer service requirements, functions of

drop components and connection/interface of customer premises equipment in a broadband drop system



related CoUrsesStudents completing this course should then enroll in:


» Installer Technician» Customer Service for

Technicians» Consumer Digital

Electronics



» Highly illustrated with high quality video and easy to read course materials






Install0311

4. identify customer concerns and solve customer problems5. correctly use and maintain all required installation hand and power tools6. fully understand required ladder inspections and practice safe ladder handling techniques7. thoroughly comprehend the required pole climbing safety inspections and safe pole climbing procedures8. identify features, controls and components, perform measurements and properly maintain digital multi meters

and signal level meters9. understand construction of coaxial drop cable and F-connectors and properly install various indoor and

environmentally sealed F-connectors10. safely and correctly perform single resident aerial and underground installations from the tap to the customer

premises equipment, following all pertinent safety regulations and recommended practices/procedures11. interpret digital measurements to evaluate digital signal quality

CoUrse oUtliNe


a. introduction: From dispatch to Customer PremisesProfessionalism, interacting with dispatch, tools and equipment, vehicle inspection, HFC network overview, cable industry evolution, competitive services and customer education

B. Work order 1: aerial disconnect Park safely and courteously, inspect and wear

safety equipment, inspect, carry and climb extension ladder, inspect pole and tap, disconnect a drop cable and close a work order

C. Work order 2: Underground Basic reconnect Inspect drop cable, connect drop to tap, inspect

drop bonding, check for hot chassis, connect CPE, troubleshoot an installation, identify leakage and ingress

d. Work order 3: aerial Premium installation Plan and route aerial drop, inspect, adjust and

use pole climbing equipment, take digital signal readings at the tap, run and bond cable to a house ground, safely drill wall holes and set up digital video CPE

e. Work order 4: Underground high definition installation

Plan and route underground drops, locate buried utilities, bury the drop cable, use a time domain reflectometer and DMM and connect HD set-top box, manage stress

F. Work order 5: aerial home theater installation

Install additional outlets, perform external cabling, use bucket truck at tap, fish cable through interior walls and connect a home theater system

g. drop Fiber Fundamentals Identify types and construction of drop fiber,

handle fiber optic drop cable properly, splice and terminate fiber optic drop cable

h. summary

i. Final exam



(Continued) Workforce Performance Solutions™

™

TechsellenceOVERVIEW

Techsellence is an online course designed to help you remain competitive by expanding sales opportunities while in the customer’s home. This course teaches field personnel to effectively evaluate each customer’s unique situation, use that information to introduce customers to enhanced services and products and ensure a positive customer experience. The student will learn to quickly grasp communication and observation strategies by reviewing various customer/field personnel interactions. With effective communication skills on the job, the student will proficiently drive overall customer satisfaction and increase sales.

Delivery Options:1 All learning, lesson and final exams are delivered and taken online.

Completion Time:The maximum time allowed to complete this course is 90 days from enrollment. This course is not eligible for extensions.

BENEFITSUpon completion students will:

» increase product knowledge and enhance customer contact skills» understand practical applications to test their knowledge and help improve

their job performance» identify clues within the customers’ premises that open new sales and

communication opportunities» understand the value of caring for customers’ needs and increase customer

service ratings» increase revenue potential for enhanced services» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Field personnel, including:

» technicians » installers

COURSE OBJECTIVESUpon completing this course, students will be able to:

1. evaluate each customer’s situation and use that information for mutual benefit2. understand why communication skills are as important as technical skills3. react appropriately to negative customer contact4. expand their professionalism in the field and give customers one more reason

to remain loyal5. use teamwork and product knowledge to improve customer satisfaction6. emphasize the importance of their role and highlight creative ways to increase

customer satisfaction in light of increasing competition7. identify how to make customers more aware of enhanced services

RELATED COURSESStudents completing this course should then enroll in:

» Installer» Broadband Digital

Installer» Installer Technician

TRAINING FEATURES» Knowledge-based,


» Video-rich and interactive course materials



» Online testing» Instructor led training



Techsllnce0910

COURSE OUTLINE 1. Sales and Service Culture

Discussing fundamentals of customer service and exploring customer situations

2. Why is Change Needed? Identifying purpose of customer service, discussing various communication techniques and exploring customer service benefits

3. How do I do it? Defining teamwork, identifying examples of teamwork, understanding product knowledge, identifying benefits of product knowledge, determining individual level of product knowledge, examining customer scenarios and identifying clues and identifying steps to assist customers

4. Working with the Customer Examining communication techniques regarding negative customer contact, identifying opportunities to upgrade and examining customer scenarios to identify communication techniques

5. Wrap-up Reviewing communication tools, re-examining steps to customer service and reviewing areas of product knowledge tied to sales opportunities




™

General SafetyOVERVIEW

Increase your safety ratings with a trained workforce. The General Safety course is a cost-effective, interactive technical training program developed specifically for the telecommunications industry. This innovative, award-winning program is designed to protect your workforce—and your bottom line. By featuring important topics such as pole climbing, ladder use and power awareness, field personnel are exposed to and educated on some of the most accident-prone areas in the industry. Fewer accidents mean less down time and higher productivity. Using proven training techniques, this fully interactive online course gets your team thinking “safety first” in record time at a fraction of the cost. Receive confirmation of test scores that can be provided to insurance and regulatory groups.


Completion Time:The maximum time allowed to complete this course is 90 days from enrollment. This course is not eligible for extensions.


» comprehend preventative measures and correct use of gear during high-risk situations such as ladder use, working around power lines and pole climbing

» understand the subtle safety hazards present on every job and how to avoid them» immediately appreciate the importance of safety by use of examples» understand how taking small preventative measures will pay off in avoiding

bodily injury» identify potentially unsafe working environments» understand how injury can affect their personal life» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Field personnel including:

» technicians » installers» sub-contractors

COURSE OBJECTIVESUpon completing this course students will be able to:

1. understand the vital importance and proper use of personal safety equipment2. properly work with various ladder types, stressing the importance of safety3. correctly perform life-protecting procedures to follow around power lines4. understand the subtle safety hazards present on every job and how to avoid them5. operate their vehicle using proven safety measures


» Installer









GenSafety0311

6. recognize other situations that may jeopardize safety such as dogs, vehicles and substance abuse7. evaluate potentially hazardous situations during hot/cold weather and take proper preventative measures

COURSE OUTLINE

COURSE OBJECTIVES (Continued)

1. Introduction to Safety Defining safety, identifying risk attributes and introducing personnel profiles

2. Personal Safety Equipment Detailing climber assembly and proper use, detailing hard hat purpose and proper use detailing glove types and proper use, detailing footwear purpose and types, detailing body belt and safety strap parts and proper use, detailing eye protection purpose and proper use and detailing clothing hazards and examining vehicle inspection results

3. Pole Climbing Examining pole climbing equipment, identifying safe climbing conditions and examining climbing technique

4. Ladders Examining extension ladder parts, identifying proper extension ladder procedures, detailing mid-span drop procedures, examining stepladder parts, identifying proper stepladder procedures and highlighting ladder safety

5. Physical Safety Detailing back safety and lifting procedures, examining dog encounter procedures and identifying customer created hazards

6. Working Environment Identifying nighttime hazards and procedures, identifying hot weather hazards and procedures, identifying cold/wet weather hazards and procedures, identifying bad weather hazards and procedures, identifying customer hazards and procedures and identifying health hazards and procedures

7. When to Back Off Identifying compromising customer situations, identifying proper response procedures and assessing unsafe situations

8. Power Awareness Examining various electrical situations and examining proper electrical procedures

9. Vehicle Safety Identifying proper vehicle loading procedures, identifying guidelines for equipping a vehicle, detailing pre-trip inspection steps, reviewing parking procedures and examining guidelines when working in traffic

10. Substance AbuseExamining dangers of substance use, examining example of dangerous employee situation, defining substance abuse and reviewing consequences of inaction




™

Customer Service for TechniciansOVERVIEW

Created specifically for the communications industry, Customer Service for Technicians is a thorough guide for helping service technicians deliver the highest levels of customer service. Designed to provide technicians with tools they can use immediately, the course covers the entire spectrum of customer service-related issues: common service problems and resolution, proper communication techniques, customer account management, retention and loyalty, selling services, stress management, customer education and understanding advanced communication competition.

Delivery Options:3 Learning takes place using a textbook. Lesson and final exams are taken online.

Completion Time:Varies based on the student’s self-study pace, however, the maximum time allowed is six months from enrollment.


» learn how to immediately and positively affect customer satisfaction and loyalty rates

» save repeat truck roll expenses by educating customers on premises equipment functions

» reduce accounting expenses related to billing and customer database errors » receive an industry-recognized Jones/NCTI® certificate of graduation» use this course to help prepare for SCTE’s Broadband Premises Installer

certification

Ideal for:Technical personnel of any level, including:

» installers» service technicians» technical field personnel» technical supervisors and management» technical support staff

COURSE OBJECTIVES

Upon completing this course students will be able to:

1. list essential services when contacting a customer 2. identify the obstacles in communication and explain how to overcome them 3. identify the characteristics of a professional, quality voice tone 4. understand how to resolve the concerns of an irate customer 5. explain the importance of communicating customer account information between office personnel and field technicians



» Installer Technician» Service Technician» Consumer Digital

Electronics



» Highly illustrated and easy to read course materials






CustServTechs0910

6. comfortably and effectively investigate the customer’s interest in communications services 7. list successful techniques for improving resistance to stress 8. explain and demonstrate the features and functions of a universal remote control 9. guide customers in performing computer and software start-ups10. list several examples of telecommunications standardization efforts

COURSE OUTLINE


1. Providing Customer Service Characterizing quality customer service,

developing customer service skills, applying customer service skills, maintaining accounts/selling new services, managing stress, educating digital video customers and cable modem customers

2. Communicating Effectively Using successful communication techniques,

employing good listening techniques, applying proper presentation techniques and practicing effective telephone techniques

3. Retaining Customers Managing the customer’s problem, responding to

an irate customer and ensuring customer retention

4. Maintaining Customer Accounts Maintaining accounts, processing accounts, and

payments and managing data

5. Selling Communications Services Preparing sales presentations, applying selling

concepts and executing the sales process

6. Managing Stress Reducing effects of stress, coping with stress and

preventing burnout

7. Educating Digital Video Customers Preparing to educate digital video customers,

demonstrating digital video features and operating procedures, guiding customer practice and handling difficult customer education situations

8. Educating Cable Modem Customers Reviewing and explaining available printed

material, reviewing computer and cable modem settings and features and guiding customer practice with software usage

9. Understanding Competitive Services Summarizing the competitive background,

examining communications competition today and discovering future competitive services





™

College Credits: 3

Broadband digital installerPart of the Master Technician Certification Series

oVerVieW

Broadband Digital Installer introduces the basics of the triple-play installation of digital television, high-speed Internet and cable telephone services. This course presents typical connection schemes and functions of home theater components, twisted-pair wire properties, Data Over Cable Service Interface Specification (DOCSIS®) cable modems and the basics of Voice over Internet Protocol (VoIP). Electronics intended for entertainment in the customer’s home have changed significantly over the past few years. This course will dissect connection options and operating parameters of electronics such as TV sets, set-top boxes (STB), DVR’s, DVD’s and audio/video receivers. Students will also learn what is involved in certifying the reliability of the drop for high-speed Internet and cable telephony service and the extensive step-by-step installation procedures for each service. Detailed lessons describe twisted-pair cable with accepted installation practices when used for high-speed Internet and telephone installations. Lastly, the course teaches students special considerations when installing cable telephone service in homes that have monitored alarm systems.




» effectively connect and operate various consumer video equipment using a variety of connection methods

» confidently install and tap into existing twisted and un-twisted copper telephone and data cables in a customer premises

» fully comprehend the initialization and authorization of a DOCSIS cable modem and EMTA

» be able to install VoIP telephone service at the customer premises over a PacketCable architecture, even with a monitored alarm system

» earn three hours of college credit» receive an industry recognized Jones/NCTI® certificate of graduation» receive credit toward Jones/NCTI Master Technician certification

Ideal for:Personnel who need to learn about installing digital video, high-speed Internet access services and telephony, including:

» installers and technicians» advanced services installers and technicians» high-speed data installers and technicians» telephone installers and technicians

reCommeNded PrereQUisite» Installer

relAted CoUrsesStudents completing this course should then enroll in:

» Installer Technician» Computers and

Broadband Modems» Understanding Voice

and Data Networks» Troubleshooting

Advanced Services

trAiNiNg FeAtUres» Knowledge-based,







BrdDigiInstaller0311


1. list the preferred connections of customer premises equipment in order of picture and audio quality2. recognize how digital rights management can influence the digital connection3. recognize the advantages of connecting audio hardware components using digital interfaces4. identify six key television settings that may need to be configured5. list examples of setup options that need to be coordinated between interconnected devices6. describe untwisted and twisted-pair cable, their color codes and their applications7. describe the different categories and levels of twisted-pair cable8. describe the different wiring configurations of twisted-pair cable at a jack and modular connector9. specify the techniques, precautions, standards, options, tools and materials used when installing unshielded twisted-pair cable

10. describe the features of Data Over Cable Service Interface Specifications (DOCSIS) version11. identify the client and the server in the DOCSIS architecture12. describe how cable modem data is transpor ted in the cable network13. describe the initialization and authorization process of a cable modem14. describe the steps required to certify the reliability of a customer’s cable drop system for cable modem and telephone services15. instruct the customer how to most effectively use the newly installed high-speed broadband Internet access service16. describe how packet switching compares to circuit switching technology17. describe how PacketCable™ is different from other VoIP services18. list the three networks in PacketCable 1.0 architecture19. describe the benefits of a PacketCable managed Internet protocol network20. describe what must be considered during a cable telephone installation if the customer has a monitored alarm system

1. Connecting Consumer electronicsMaking video connections, audio connections and connecting consumer electronics equipment

2. operating Consumer electronicsIdentifying video device source selections, understanding menu features exploring video viewing options and analyzing remote controls

3. introducing twisted-Pair inside WiringIntroduces the network interface device, untwisted and twisted-pair cables, twisted-pair cable hardware and routing topologies

4. installing twisted-Pair inside WiringPre-qualifying existing telephone and broadband services, describing twisted-pair installation tools, routing and attaching unshielded twisted-pair cable, adding a modular telephone jack, installing modular telephone line cord plugs and data plugs on unshielded twisted-pair cable

5. introduction to doCsisAn overview of the origins of DOCSIS modems, the DOCSIS architecture, the different versions of DOCSIS and the initialization and authorization of a DOCSIS modem

6. installing a doCsis modemQualification of the cable drop for cable modem service, suggestions to reduce upstream noise, locating and activating the cable modem and educating the customer

7. introducing VoiPExploring the world of VoIP, understanding cable telephony’s evolution from CBR to VoIP and understanding how the PacketCable VoIP service differs from other VoIP services

8. installing VoiPExploring VoIP pre-installation issues, installing the embedded multimedia terminal adaptor (EMTA), and connecting it into the customer’s telephone network

9. installing VoiP in Homes with electronic security systems Understanding issues related to VoIP installations and electronic security system incompatibility, Installing VoIP with a home security system and understanding VoIP problems with modem-type devices

CoUrse oUtliNe




™

College Credits: 3

troubleshooting Advanced servicesPart of the Master Technician Certification Series

oVerVieW

This course is focused between the customer tap and the terminal equipment found in the home. It teaches the basics of digital RF signals and test equipment used in evaluating digitally modulated signals and it describes advanced services problems, instructing the student in how to isolate and resolve trouble. The course also takes the student through common difficulties encountered with personal computers, cable modems, EMTAs and NIUs, providing step-by-step instruction on finding and repairing problems. The six-step troubleshooting process is explored and applied to EMTA troubleshooting with installation and post-installation case studies.




» solve problems in customer homes related to high-speed Internet access, digital video and broadband telephony services more effectively and efficiently

» gain a thorough understanding of the use of test equipment, including digital system analyzers, cable modem analyzers, telephone test sets and twisted-pair cable testers

» increase their technical knowledge base to maintain and troubleshoot the drop network and customer premises equipment

» receive industry-recognized Jones/NCTI® certificate of graduation» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Distribution Specialist,

Broadband Premises Installer and Broadband Telecom Center Specialist certifications

» receive credit towards Jones/NCTI Master Technician certification

Ideal for:Personnel assigned to troubleshoot and repair advanced products or services in the customer home, such as:

» installation repair technicians» service technicians» advanced installers» high-speed data technicians

reCommeNded PrereQUisites» Installer Technician» Broadband Digital

Installer» Computers and

Broadband Modems» Return Path Operations

relAted CoUrsesStudents completing this course should then enroll in:» Service Technician» Fiber Installation and

Activation» Fiber Testing and

Maintenance» Digital Technician









TrblAdSrv0211


1. explain the basics of quadrature phase shift keying and quadrature amplitude modulation schemes and their respective data transfer rates

2. access the digital set-top terminal diagnostic screen through the front panel controls of the digital set-top terminal and with the remote control

3. delineate four different kinds of digital set-top problems that disrupt digital services4. display and interpret digital measurements5. interpret a constellation display6. list the tools, including software, needed to troubleshoot PCs7. use a cable modem system analyzer to verify provisioning and register with the cable modem termination system8. differentiate the four types of noise that may be encountered in a telephone system9. describe how to troubleshoot common VoIP problems10. use a twisted-pair cable tester to test circuit faults on twisted-pair cable utilizing one of three different wiring

configurations

CoUrse oUtliNe1. Understanding rF digital signal Characteristics Describing digital signal characteristics, explaining

digital modulation, quantifying digital signal quality and examining digital signal applications

2. troubleshooting digital Video service, i Troubleshooting analog channels, digital channels

and remote control problems, verifying digital set-top terminal configuration and operation and using digital set-top terminal diagnostic screen

3. troubleshooting digital Video service, ii Differentiating picture quality problems, noting

audio quality problems, udentifying PPV ordering problems, reprogramming parental control code, citing various main menu screen problems, identifying return path problems, noting video playback and recording problems and delineating digital set-top terminal problems

4. Using digital signal Analyzers Describing digital measurements, preparing digital

signal analyzers for use, making measurements on digitally modulated carriers and using cable modem system analyzers

5. troubleshooting Personal ComputersUsing troubleshooting tools, isolating computer problems and devising a course of action, applying troubleshooting guidelines and applying support responsibilities to troubleshooting

6. troubleshooting Cable internet Access service Understanding the cable modem provisioning process, troubleshooting technical and performance problems

7. troubleshooting twisted-Pair inside Wiring Identifying problems and symptoms, describing problem causes and troubleshooting strategies, explaining reasons for common problem and troubleshooting with common test equipment

8. troubleshooting CBr telephony service Outlining the troubleshooting process, troubleshooting from power distributing tap to network interface unit, NIU problems, cross-connect problems and identifying broadband network problems

9. Using twisted-Pair inside Wiring test equipment Using telephone test sets, a tone generator and inductive amplifier probe, a twisted-pair cable tester, a modular cable tester and introducing the wiremap field test instrument

10. troubleshooting the mtA/emtA Exploring the EMTA troubleshooting process and reading EMTA status indicators




™

College Credits: 3

Computers and Broadband ModemsPart of the Master Technician Certification Series

oVerVieW

Computers and Broadband Modems introduces the fundamentals of personal computer (PC) hardware and software in connection with broadband modems, allowing students to gain a thorough understanding of how the PC and modem interface with the broadband network. Topics of study include: Basic troubleshooting, DOCSIS® in the network, operating systems, the system board, input/output devices, disk drives and much more, making the material an excellent reference tool for PC concepts and terminology. The course requires no prior technical experience.


Completion Time:Varies based on a student’s self-study pace, however, the maximum time allowed is six months from enrollment.


» more effectively troubleshoot basic personal/business computer problems» have a more complete understanding of DOCSIS modems» understand how to complete advanced, high-speed data installations» use this course to help prepare for SCTE’s Broadband Premises Installer and

Broadband Telecom Center Specialist certifications» earn three hours of college credit» receive an industry-recognized Jones/NCTI® certificate of graduation» receive credit toward Jones/NCTI Master Technician certification

Ideal for:Personnel who need to learn about installing high-speed Internet access services including:

» installers» installer technicians» technical service representatives

CoUrse oBJeCtiVesUpon completing this course students will be able to:

1. identify the four basic functions of the PC2. explain how devices outside the computer case are connected to the PC3. identify the three types of software used in a PC4. compare and contrast soft and hard boots5. identify four system resources that aid in the communications between

hardware and software6. understand how the categories of physical memory are housed on the system

board and expansion boards7. understand how memory is used by Windows


» Troubleshooting Advanced Services

– or –» IP Voice – or –» Telephone Home

Wiring» Installer Technician









CompBBModems0911

8. understand how to use standard resources on a computer system when installing add-on devices9. describe the DOCSIS standard and how it originated

10. define quality of service and its role in the continuous transmission of high-speed data11. describe the features of DOCSIS versions12. identify the client and the server in the DOCSIS architecture13. describe how cable modem data is transported in the cable network14. describe the initialization and authorization process of a cable modem

CoUrse oUtliNe


1. introducing Hardware Understanding the central processing unit, explaining personal computer hardware used for input and output and personal computer hardware inside the computer case

2. introducing operating systems Learn about different Operating Systems (OS), how they are designed to work, and what they do, understand different components of an OS and how an OS provides the interface that the user and applications need to command and use hardware components

3. Form Factors, Power supplies and Working inside a Computer Understand computer case form factors, motherboards and power supplies, learn how to take a computer apart and put it back together, understand how to service computer hardware and protect yourself and equipment against electrical shock

4. All About Motherboards Understand the different features of the motherboard, sometimes referred to as the mobo by techies, as well as how the firmware on the motherboard controls the boot process

5. Upgrading Memory Examine the different kinds of physical memory and how they work, understand how to upgrade memory and how to troubleshoot problems after installation

6. supporting Hard drives Learn about the technologies used inside a hard drive and how data is organized on the drive, how a computer communicates with a hard drive, how hard drives work together as an array and how to solve hard drive problems

7. installing and supporting input/output (i/o) devices Learn about the general approach to take when installing and supporting I/O devices, understand the different types of I/O devices and their characteristics and how to troubleshoot I/O devices

8. Multimedia devices and Mass storage Examine multimedia devices, what they can do, how they work and how to support them, learn about storage devices such as CDs, DVDs and removable drives including installation and troubleshooting

9. PC Maintenance and troubleshooting Understand operational procedures to keep you, other people, the equipment and environment safe, understand how to approach and solve a PC problem

10. introduction to doCsis An overview of the origins of DOCSIS modems, the DOCSIS architecture, the different versions of DOCSIS and the initialization and authorization of a DOCSIS modem

11. installing a doCsis Modem Qualification of the cable drop for cable modem service, suggestions to reduce upstream noise, locating and activating the cable modem and educating the customer




™

IP VoiceOVERVIEW

The IP Voice course is comprised of four sections covering the delivery of telephone service using Voice over Internet (VoIP) technology through broadband cable’s managed network. The IP Voice course uses full-motion video and animation to closely mirror a hands-on learning environment. The video provides detailed and realistic demonstrations of the critical skills needed by an installer to successfully deliver voice service. Learners ride along with an installer as he takes them step-by-step through all the aspects of IP Voice service, including: preparation, installation in single- and multi-dwelling units, homes with security systems, troubleshooting, and safety. This well-rounded approach to understanding IP Voice services ensures learners comprehend both the how and why of the job they are performing.

Delivery Options:1 All learning, lessons and final exams are delivered and taken online. Students will be able to print a job aid/reference guide.

Completion Time:The maximum time allowed is 120 days from enrollment. This course is not eligible for extensions.


» be prepared to install and support IP Voice service» understand the various wiring configurations that are necessary to provide IP

Voice service» utilize the correct safety procedures during IP Voice service installation» use this course to help prepare for SCTE’s Broadband Premises Installer

certification» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Technical personnel installing and supporting the cable operator’s VoIP telephone service, including:

» installers » technicians » contractors » technical management


1. define and describe IP Voice service2. describe and identify the tools and equipment used to deliver IP Voice service3. identify types of wiring commonly used in IP Voice installations4. describe the two basic types of house wiring schemes5. describe what must be addressed before or during the installation of IP Voice

RECOmmENdEd PREREQUISITE» Installer

ThIS COURSE IS PaRT OF ThE INSTallER QUalIFICaTION (IQ) SERIES.Students completing this course should also enroll in:

» Consumer Digital Electronics

» Installer Technician» Installing SMB

Telecom Service» High-Speed Data

Installation

TRaINING FEaTURES» Knowledge-based,








IPVoice0311

6. describe the process for installing and activating the embedded multimedia terminal adapter (EMTA) and connecting it into the existing premises wiring

7. explain how to install IP Voice in a customer premises with a monitored alarm system8. explain basic rules of how to troubleshoot various IP Voice service problems

COURSE OUTlINE


1. Background and Basics of IP Voice Introducing IP Voice as the cable industries’ Voice over Internet Protocol (VoIP) solution that is comparable to that of the legacy telephone providers, explaining the conversion of analog voice to data packets and the packet’s delivery over the cable operator’s private IP network, explaining the benefits and features of using the PacketCable™ architecture, introducing the embedded multimedia terminal adapter (EMTA), discussing EMTA function and operating requirements, listing, describing, providing and demonstrating the basic hand tools, test equipment, wiring and hardware used during an IP Voice installation and describing the different types, categories and components of twisted-pair cable and wiring polarity

2. Preparing to Install IP Voice Describing what to check on the work order, listing what should be in the truck before leaving the office each day, defining customer service and interactions between the installer and the customer from the initial meeting to the closing of the work order, describing how e911 emergency services work with IP Voice and explaining it to the customer

3. Installing IP Voice Explaining how to safely follow step-by-step installation procedures at the tap, ground block and in the customer premises, recognizing causes of problems in the coaxial cable drop system, describing how to prevent problems, measuring and recording signal levels, replacing F-connectors, installing drop tags and the EMTA into the existing premises wiring and toning, testing the wiring to identify its routing, learning how and when to use straight through and crossover jumpers and verifying that the service is installed and working properly

4. Special Situations Explaining how IP Voice and the EMTA is to be connected into monitored security alarm systems, learning about potential alarm system problems and how to avoid them, describing the EMTA installation in an MDU along with installation restrictions and possible solutions, troubleshooting an IP Voice service with no dial tone, noise on the line and continuous dial tone, describing some of the test equipment used to troubleshoot wiring problems and common wiring errors and learning about different devices to test and troubleshoot IP Voice problems




™

Installing SMB Telecom ServiceWith the advent of IP Telephony, cable companies can now offer competitive voice and data service to the Small and Medium Business (SMB) sector. This opens up a potentially huge market of new customers, however, there’s a catch. There is not only stiff competition to provide business-class service, but the business customer’s expectations are different than those of the residential customer. Besides having a solid network, a proper installation is the most critical component for success. Your installers have to offer the best customer experience as well as quality installations that are done right the first time. With the new Installing SMB Telecom Service course from Jones/NCTI,® you can ensure your installers have the tools necessary to meet the needs of this demanding business customer.

OVERVIEW The Installing SMB Telecom Service course is designed to provide a cost-effective interactive training program and features rich video content with actual installers performing real installations and interacting with real customers. Installers have the opportunity to learn from their peers in a language they understand. The course provides training in IP Voice technology, installation processes, as well as critical information about how to work in a business environment as opposed to residential. Students will be provided with a job aid/reference guide that will serve as a handy tool for on-the-job reference when in the field.

Delivery Options:1All learning, lesson and final exams are delivered and taken online. Students

will be able to print a job aid/reference guide.

Completion Time:Varies based on the student’s self study pace, however, the maximum time allowed is three months from enrollment.

BENEFITSUpon completion, students will:

» able to install SMB telecom service» value the impact phone service has within a business environment» understand important differences between traditional and digital voice services» understand how to work with businesses in a professional manner» receive an industry recognized Jones/NCTI certificate of graduation

Ideal for:Field personnel, including:

» technicians» installers» contract installers» management» support groups

• day of install• sales engineers

REcOMMENdEd PREREQUISITES» Installer» IP Voice

ThIS cOURSE IS PaRT OF ThE INSTallER QUalIFIcaTION (IQ) SERIES.Students completing this course should also enroll in:» Installer Technician» Telephone Home

Wiring» Consumer Digital

Electronics» HSD Installations









cOURSE OBJEcTIVESUpon completing this course the student will be able to:

1. understand how business service is different from residential telephone service2. describe the critical tasks involved in providing outstanding customer care3. describe the business processes involved in provisioning business telephony4. understand the types of equipment and wiring found at a typical business5. explain the purpose of rights-of-way, easements and property covenants6. define building, equipment, distribution and station wiring types and methods7. describe the tools technicians use to install business telephone services8. describe how to analyze building drops and building interfaces to make sure that they conform to the

pre-field inspection report9. describe issues related to connecting customer premise security systems to the new telephone service

10. explain troubleshooting procedures that help resolve problems with business telephone service

cOURSE OUTlINE1. Defining Business Telephony2. Understanding Commercial Buildings and Building Wiring3. Distribution Blocks and Station Jacks4. Defining the Tools Involved in Delivering Service 5. Customer Telephone Equipment6. Customer Care7. The Business Process8. Business Telephony Installation9. Security Alarms

10. Troubleshooting

SMBTelecom0910




™

High-Speed Data Installation OVERVIEWThe High-Speed Data Installation course introduces the fundamentals of high-speed data Internet access service by presenting the typical features and functions of cable modems. The student will gain a thorough understanding of how the PC and modem interface with the broadband network. Topics of study include DOCSIS in the network, cable modem provisioning, the role of the cable modem termination system (CMTS) and more. The student will also learn how to effectively educate customers on the new high-speed service.


Completion Time:Varies based on the student’s self-study pace, however, the maximum time allowed is four months from the date of enrollment.


» effectively answer customer questions regarding broadband high-speed dataservice in the home

» understand how to install and troubleshoot high-speed data service issues in the home

» reduce repeat service calls and improve customer satisfaction» have a more complete understanding of DOCSIS modems» use this course to help prepare for SCTE’s Broadband Premises Installer certification» receive an industry recognized Jones/NCTI® certificate of graduation

Ideal for:Personnel who need to learn about installing broadband high-speed data service, including:

» installers and technicians» advanced services installers and technicians» high-speed data installers and technicians


1. define and describe high-speed data service2. define and describe cable modem system components3. identify and choose the correct tools and equipment used in high-speed data

service installations4. interact professionally with the customer5. perform an interior and exterior site survey before installing high-speed data service6. locate and mitigate ingress and egress7. choose the correct tools and equipment for the installation of high-speed data service8. set up a customer high-speed data and e-mail account

RECOmmENDED PREREQUISITE» Installer

THIS COURSE IS PaRT OF THE INSTallER QUalIFICaTION (IQ) SERIESStudents completing this course should also enroll in:

» IP Voice» Installing SMB

Telecom Service



» Highly interactive video simulations and animations






HSpdDataInstall0910

9. activate an EMTA for high-speed data service10. describe the classifications, properties, wiring schemes, and components of twisted-pair cable11. attach a modular RJ-45 plug to a twisted-pair cable12. rewire an RJ-45 wall jack13. troubleshoot twisted-pair high-speed data installations14. connect multiple devices to a single cable modem Internet connection15. recognize basic modem emulator functions16. interpret information obtained by a modem emulator17. use a modem emulator to conduct a return test18. list devices that can conduct a return test19. apply the divide and conquer troubleshooting method20. describe house amplifiers and their properties21. connect a wireless router22. describe packet loss23. recognize HSD modem requirements

COURSE OUTlINE


1. Introduction to High-Speed Data Introducing the high-speed data product and its value to the cable operator, describing promotions and premium services, defining the competition and inspect and operate a company vehicle in a professional manner

2. Upgrading to High-Speed Data Service Review good customer practices and skills, qualifying the signal at the wall outlet for high-speed data service, inspecting a drop to ensure compliance with company and industry standards, identifying equipment needed to install high-speed data service, attaching the cable modem to customer premises equipment, describing twisted-pair Ethernet cables, activating the cable modem for high-speed data service, verifying high-speed data service and providing high-speed data service customer education

3. activating an EmTa for High-Speed Data Service Gathering the equipment for twisted-pair service, describing an EMTA, identifying the MAC address for EMTA registration, describing twisted-pair cable test equipment, identifying a twisted-pair line, distinguishing between a straight-through and crossover twisted-pair cable, identifying twisted-pair cable plugs and jacks, identifying twisted-pair handling practices, identifying twisted-pair wiring errors, connecting customer premises equipment to the EMTA and connecting the EMTA to the computer

4. Troubleshooting High-Speed Data Service Probing the customer to learn more about the problem, using a cable modem emulator to troubleshoot, identifying and resolving high-speed data problems, recognizing proper application of house amplifiers and connecting a wireless router to a cable modem




™

College Credits: 4

installer technicianPart of the Master Technician Certification Series

oVerVieW

Installer Technician focuses on maintaining reliability in the installed drop system. The electronic theory provides the foundation for understanding decibels, signal leakage detection and troubleshooting techniques. A basic mathematics review helps the student with equations and formulas relating to basic electronic theory and signal level. Also covered are topics on how to detect and troubleshoot signal leakage along with essential information for troubleshooting customer premises problems. The course concludes with the basic characteristics and functions of line extender amplifiers. The recommended prerequisite for this course is Jones/NCTI’s Installer course.




» correctly troubleshoot and maintain the installed drop system» utilize mathematical equations and formulas related to installed cable systems» identify, locate and repair common problems from premises to the tap » use this course to help prepare for SCTE’s Broadband Premises Installer and

Broadband Distribution Specialist certifications» earn four hours of college credit» receive an industry-recognized Jones/NCTI® certificate of graduation» receive credit toward Jones/NCTI Master Technician certification

Ideal for:Technical personnel, including:

» installers» maintenance technicians


1. understand and apply basic DC electronic theory, perform Ohm’s law calculations and discuss relevant broadband cable applications

2. perform basic cable math calculations3. explain dB and dBmV fundamentals and broadband cable applications and

perform gain and loss calculations4. recognize the impact of signal leakage and use a signal leakage detector to identify

and troubleshoot signal leakage from the tap into the customer premises5. identify, locate and repair common problems from the customer premises

equipment to the tap in both single dwellings and MDUs

reCommeNded PrereQUisite» Installer



related CoUrsesStudents completing this course should then enroll in:» Service Technician» Return Path Operations» Consumer Digital

Electronics









InstallTech0112

6. understand the theory of operation of line extender amplifiers and explain the functions of amplifier passives and actives

7. identify the role of national and international organizations in establishing and implementing telecommunications standards

CoUrse oUtliNe


1. maintaining drop system reliability Delivering quality service and troubleshooting the drop

2. exploring electrons and electricity Establishing electron characteristics, identifying element categories, understanding electron current flow, electric current, electrical force and using units of electrical measurement

3. Understanding magnetism and electromagnetism Looking at the history and theory of magnetism

and electromagnetism and exploring magnetic and electromagnetic applications

4. Using Positive and Negative Numbers, decimals and Fractions Reviewing positive and negative numbers and understanding common and decimal fractions

5. Using equations and Powers of Numbers Using equations and powers of numbers

6. Understanding electrical Circuits Understanding circuit essentials, differentiating current

flow conditions, defining current types and understanding circuit graphics

7. Understanding resistance Understanding, changing and controlling resistance

8. Using ohm’s law for Power and energy Describing basic electrical characteristics, working

with Ohm’s law, solving power equations and solving an energy equation

9. dC series Circuits Circuit requirements, characteristics and calculations

10. Understanding decibels Reviewing the history of decibels, making comparisons

between two values, explaining the concept of bels and decibels and understanding power and voltage ratios

11. Using dB and dBmV Working with dBmV and performing signal

level calculations

12. detecting signal leakage Reviewing signal leakage basics, selecting and operating signal

leakage detection equipment and eliminating signal leakage

13. troubleshooting Basic tV Problems Examining AC input voltage problems, correcting a hot

chassis condition, verifying proper RF input levels, fixing impedance mismatch, recognizing incorrect function settings, isolating picture quality problems and fixing stereo TV problems

14. troubleshooting drop grounding, traps and taps Recognizing and correcting grounding system, trap and

tap problems

15. troubleshooting hum modulation and Flashing Pictures

Recognizing and correcting hum and flashing problems

16. troubleshooting drop ingress Recognizing ingress, identifying possible causes of drop-

related ingress and isolating the cause of ingress

17. troubleshooting Beats and snowy Pictures Troubleshooting active beats and troubleshooting

snowy pictures

18. troubleshooting Picture impairments in an mdU Troubleshooting picture impairments inside the MDU, at

the lock box, between the wall plate and the lock box and at the hot tap

19. line extender amplifier operation Examining the amplifier housing, line extender AC/DC

powering systems, RF passives and controls, the amplifier module and classifying line extender specifications

20. analyzing analog tV Pictures Recognizing basic picture distortions, understanding

basic sound distortions and dealing with other sound and picture problems

21. telecommunications standards and electronics Identifying telecommunications standards, understanding

electronic communication and outlining communication system parameters




™

Telephone Home Wiring OVERVIEWTelephone Home Wiring will teach each technician how to correctly install and troubleshoot the hardware associated with an in-home telephone system. This hardware includes various twisted-pair transport media, interface devices, termination points and the telephone itself. The technician will learn how to avoid problems associated with VoIP installations in homes with electronic security systems. The technician is introduced to inside wiring topologies, cable and connector configurations, TIA/EIA standards and twisted-pair test equipment. Additionally, extensive troubleshooting of twisted-pair wiring is presented to ensure the technician is able to solve premises issues related to telephony service.




» effectively answer customer questions regarding telephony technologies in the home» understand how to troubleshoot twisted-pair wiring issues in the home» reduce repeat service calls and improve customer satisfaction» use this course to help prepare for SCTE’s Broadband Premises Installer

certification» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Personnel who need to learn about installing telephone home wiring, including:

» installers and technicians» advanced services installers and technicians» high-speed Internet installers and technicians» telephone installers and technicians


1. list and explain characteristics of different types of telephones2. describe untwisted-pair and twisted-pair telephone wire, their applications

and color code3. explain the purpose and applications of the ANSI/TIA/EIA-570B Residential

Telecommunications Infrastructure Standard4. install modular plugs/jacks on inside wiring data cables using ANSI/TIA/EIA-

T568-A and T568-B wiring configurations5. identify the characteristics of shorts and crosses and open circuits within a

twisted-pair inside wiring system6. describe three types of twisted-pair inside wiring errors7. describe wiring topologies commonly used for twisted-pair inside wiring

RECOmmENdEd PREREQUISITES» IP Voice

RELATEd COURSESStudents completing this course should then enroll in:

» Installer Technician » Broadband Digital

Installer» Computers and

Broadband Modems» Understanding Voice

and Data Networks









TeleHmeWir0910

8. use a tone generator and an inductive amplifier probe to perform a telephone line test/polarity test and identify twisted-pair conductors

9. use a twisted-pair cable tester to test circuit faults on twisted-pair cable utilizing one of three different wiring configurations and interpret test results

10. understand the potential problems associated with installing telephony in homes with electronic security systems

COURSE OUTLINE


1. Voice Communications Describing the public switched telephone network, identifying network design parameters, understanding the telephone, line signaling and examining trunk signaling

2. Introducing Twisted-Pair Inside Wiring Introducing the network interface device, untwisted and twisted-pair cables, twisted-pair cable hardware and routing topologies

3. Installing Twisted-Pair Inside Wiring Pre-qualifying existing telephone and broadband services, describing twisted-pair installation tools, routing and attaching UTP, adding a modular telephone jack, installing modular telephone line cord plugs and data plugs on UTP cable

4. Troubleshooting Twisted-Pair Inside Wiring Identifying problems and symptoms, describing twisted-pair wiring problem causes and troubleshooting

5. Using Twisted-Pair Inside Wiring Test Equipment Using telephone test sets, a tone generator and inductive amplifier probe, a twisted-pair cable tester, a modular cable tester and introducing the wiremap test instrument

6. Installing VoIP in Homes with Electronic Security Systems Understanding issues related to VoIP installations and electronic security system incompatibility, installing VoIP with a home security system and understanding VoIP problems with modem-type devices




™

Consumer Digital Electronics

OVERVIEW

Consumer Digital Electronics provides students with the knowledge necessary to understand 21st century consumer electronics. The electronics intended for entertainment in the customer’s home has changed significantly over the past few years. This course will dissect consumer electronics, such as TV sets, set-top boxes, DVRs, DVDs, audio/video receivers and speakers. In addition to these devices themselves, the course will instruct the student on the digital video and audio technologies that bring signals to these devices and provide for the devices to create a new entertainment experience for the customer.




» effectively answer customer questions regarding consumer electronics in the home» understand how to connect and operate consumer electronics in the home» reduce repeat service calls and improve customer satisfaction» use this course to help prepare for SCTE’s Broadband Premises Installer

certification » receive an industry recognized Jones/NCTI® certificate of graduation

Ideal for:Personnel who need to learn about digital video services, including:

» installers and technicians» advanced services installers and technicians

COURSE OBJECTIVESUpon completing this course the student will be able to:

1. understand the roles of the NTSC and the ATSC in developing television standards 2. identify key differences between analog and digital television standards 3. define SDTV, EDTV and HDTV 4. describe the reason for and purpose of a CableCard 5. describe the major types of video services that are offered by service providers 6. distinguish the various flat panel video display technologies 7. distinguish the various projection video display technologies 8. compare CRT video display technology to other types of video displays 9. identify characteristics specific to stand alone projector and screen combinations10. understand the basic functional components and operation of a VCR and VCR+11. describe the difference between red and blue laser DVD technology

RECOmmENDED PREREQUISITES» Installer» Installer Technician



» Service Technician» Digital Technician









ConDigiElectronics0909

12. understand the potential of video game consoles as an integral part of a home theater13. explore the video storage attributes of hard drives and flash media14. explain the BTSC standard, analog and digital sound and the AC-3 surround sound standard15. list features of A/V receivers and speakers16. determine how to properly lay out a home theater system17. recognize common set-top box features18. use set-top box diagnostics to their full potential19. understand why MoCA is the preferred home networking technology for the cable industry20. understand the order of preference when making connections21. recognize how digital rights management can influence the digital connection22. recognize the advantages of connecting audio hardware components using digital interfaces23. connect any equipment by understanding signal flow24. identify six key television settings that may need to be configured25. list examples of setup options that need to be coordinated between interconnected devices26. identify some solutions to overcoming remote control IR line-of-site limitations

COURSE OUTLINE


1. Video Standards, Definitions and Services Encompassing television technology, defining television, regulating and describing digital television services

2. Video Display Technologies Describing tube-type displays, understanding flat panel displays, identifying projection displays and analyzing projectors and screens

3. Video Recording and Playback Devices Examining magnetic tape media, explaining digital disc media, exploring hard drive video storage, understanding video game consoles and introducing other digital storage

4. Audio Technologies, Systems and Services Examining audio technologies, understanding sound reproduction systems, laying out a home theater system and introducing audio services

5. Digital Set-Top Boxes Examining set-top box physical features, functional features, using set-top box diagnostics and examining home media networks

6. Connecting Consumer Electronics Making video connections, audio connections and connecting consumer electronics equipment

7. Operating Consumer Electronics Identifying video device source selections, understanding menu features, exploring video viewing options and analyzing remote controls


Service TechnicianPart of the Master Technician Certification Series

OVERVIEWThis course provides broadband technicians with invaluable information on the distribution system, including lessons on actives and passives, the fundamentals of cable powering, basic test equipment operation, signal leakage measurements, hardline coaxial cable/connectorization, amplifiers and powering. This course also teaches all the necessary AC electronic theory and application needed to conduct technical duties at this level. Fiber optics, fiber networks and fiber to the home topologies are also covered.

Delivery Options:3 Learning takes place using a textbook and instructional videos. Lesson and final exams are taken online. This course comes enhanced with instructional videos that complement the reading, and provide over 40 hours of in-depth instruction, developed by an expert in the field.



» correctly perform operation, setup and maintenance procedures for the distribution system

» use AC electronic theory and calculations in broadband cable system applications» successfully operate equipment needed to maintain a distribution system» earn four hours of college credit» use this course to help prepare for SCTE’s Broadband Distribution Specialist

certification» receive an industry-recognized Jones/NCTI® certificate of graduation» receive credit toward Jones/NCTI Master Technician certification

Ideal for:Broadband technicians and other technical personnel involved in maintaining the distribution system, including:

» service technicians» line technicians» plant maintenance technicians» installer technicians


1. understand and apply AC electronic theory, perform electronic calculations and determine electronic broadband cable system applications

2. explain the theory of operation of line passives and calculate the input signal level, signal loss and output signal level of line passives from a design map

3. explain physical characteristics of hardline coaxial cable, calculate the attenuation of the cable for various lengths and temperatures and connectorize the cable


RECOmmENdEd PREREQUISITE» Installer Technician


» Digital Technician» System Technician» Fiber Installation and

Activation» Fiber Testing and

Maintenance



» Highly illustrated and easy to read course materials enhanced with online videos






™

COLLEGE CREdITS: 4



ServiTech1011

4. splice active and passive devices and activate the broadband cable system network5. explain the theory of operation of standby and non-standby power supplies, perform preventive maintenance

and calculate AC input voltages to amplifiers from a design map6. explain the theory of operation and operate digital signal analyzers and time domain reflectometers7. explain the theory of operation and perform setup procedures to rough-balance distribution amplifiers used in

HFC distribution networks8. explain the theory of operation and perform setup procedures to rough-balance line extender amplifiers used in

HFC and tree-and-branch topologies9. explain the optical active and passive components of fiber-optic networks and the applications of various fiber-

optic topologies

COURSE OUTLINE


1. distribution System Overview Applying basic electronics to distribution systems, comparing system architectures, examining distribution system transmission equipment, measuring system vital signs and faults and troubleshooting and preventing signal outages and impairments

2. Alternating Current Understanding AC power and waveforms

3. AC Waveform Fundamentals Characteristics and values

4. Resistive AC Circuits Basic relationships, eddy currents, skin effect and sample problems

5. Inductance and Transformers Induction, inductance, inductors and transformers

6. Capacitance Capacitance and capacitors

7. Examining Hardline Coaxial Cable Learning mechanical and electrical properties of hardline cable

8. Coaxial Cable Connectorization Selecting proper connectors and adapters, preparing to connectorize coaxial cables, installing connectors and weatherproofing

9. Reactances Inductive reactance, eapacitive reactance and inductive/capacitive reactances

10. Working with Hardline RF Splitters Identifying splitter types and components, examining splitter electrical characteristics, understanding the theory of splitter operation and considering applications

11. RF directional Couplers and Power Inserters Directional couplers and power inserters

12. Working with RF Taps Identifying types of taps and mechanical components, examining tap electrical characteristics, understanding the theory of tap operation and considering application criteria

13. Line Extender Setup and Operations Recognizing the role of the line extender, performing preliminary checks on a line extender, setting up the forward section of a line extender and setting up the return section of a line extender

14. distribution Amplifier Operation Understanding types and applications of distribution amplifiers, examining the distribution amplifier housing, explaining AC and DC powering of distribution amplifiers, working with RF passives and controls in distribution amplifiers, understanding the distribution amplifier module, classifying distribution amplifier specifications, setting up and troubleshooting distribution amplifiers

15. Powering Cable Networks Examining ferroresonant power supplies, AC power insertion methods and performing powering calculations

16. Semiconductor materials and P-N Junctions Examining semiconductor material, examining N-type and P-type semiconductors and examining the P-N junction

17. Investigating diodes and diode Circuits Examining the basic concepts of diodes, sinusoidal inputs and zener diodes, rectifying, switching and exploring special purpose diodes

18. Using digital Signal Analyzers Describing digital measurements, operating the digital signal analyzer and using cable modem analyzers

19. TdR Fundamentals and Operation Describing types of TDRs, understanding TDR theory of operation and applications, considering TDR preliminaries, noting TDR measurement precautions, learning measurement procedures and pinpointing fault site

20. measuring Signal Leakage Signal leakage overview, measurement equipment and preventing and repairing signal leakage

21. Understanding Fiber Optics and HFC Networks Introducing fiber optics, constructing fiber networks, the evolving HFC network and optimizing the HFC network

22. developing Prevention Programs Ensuring safety awareness, monitoring leakage, stressing preventive maintenance and reducing outages and theft



™

Return Path Operations Part of the Master Technician Certification Series

OVERVIEW

This course introduces the basic concepts of return path functions, and outlines procedures for testing, repairing and maintaining a viable return path for the support of revenue sources and services such as video-on-demand (VOD), high-speed data (HSD) and telephony. The student will learn what can jeopardize the return path performance including ingress, laser operations, noise, system alignment and installation of equipment at the customer premises. The course also describes how the operation of the return path has transformed to becoming integral to the successful and reliable operation of cable modems, VOD, telephony and many other services via the broadband HFC network.




» gain the knowledge to troubleshoot the return path» maximize revenue by maintaining optimal performance levels of premises

equipment» improve customer satisfaction levels with new and legacy premises equipment» help speed the rollout of new services that utilize the return path» receive credit towards Jones/NCTI® Master Technician certification» receive an industry recognized Jones/NCTI certificate of graduation» use this course to help prepare for SCTE’s Broadband Distribution Specialist

(BDS) and Broadband Transportation Specialist (BTS) certifications

Ideal for:Personnel who install services, perform demand or preventive maintenance on the coaxial plant or work on the fiber-optic portion of modern HFC networks. This includes:

» service technicians» system technicians» high-speed data technicians» installers» network technicians


1. describe the return path signal flow and major transmission elements2. explain the concept of long-loop automatic gain control and how it is used

to establish RF levels from cable modems, embedded multimedia terminal adapters (EMTA), and set-top boxes (STB)

RECOmmENdEd PREREQUISITES» InstallerTechnician» Fiber Installation and

Activation



» Service Technician» System Technician» Fiber Testing and

Maintenance




» Career path advisement

» Online lesson feedback and progress monitoring at www.jonesncti.com

» Online testing» Instructor led

training available upon request


RtrnPathOps0911

3. explain the concept of funneling on the return path 4. discuss procedures for improving overall return path performance, including use of high-pass filters and

step attenuators5. explain how test equipment for return path alignment measures return path signal levels6. discuss the differences, advantages and disadvantages of single carrier, multicarrier and return sweep testing7. define and discuss upstream transmit level and path attenuation8. explain how to measure the amplitude of transient signals and noise measurements on the return path9. describe why optimization of the optical portion of the return path is critical to reliable operations of the

services that use the return path10. identify methods for multiplexing multiple return paths into a single fiber, including frequency stacking,

wavelength division multiplexing, dense wavelength division multiplexing and digital return

COURSE OUTLINE


1. Return Path Operations Overview Understanding return path signal flow in the

hybrid fiber/coaxial (HFC) network, examining technical challenges and maintaining the return path

2. Introducing Return Path Fundamentals Learning return path frequency spectrums,

explaining how the reverse path works, calculating return path loss in the drop system, assessing the quality of the drop’s return path examining house amplifiers and installing mitigation filters at the customer premises

3. Troubleshooting the Return Path Describing return path test equipment,

troubleshooting the return path in the drop system and using the spectrum analyzer to troubleshoot the return path in the HFC network.

4. maintaining Return Path Signals Describing return path amplifier levels, setting return

amplifier levels and balancing the return path

5. Examining Signals in the Return Path Modulating return path signals, examining

spectrum sharing technologies, analyzing return path carriers and DOCSIS 3.0 in the return path

6. Examining the Optical Return Path Examining optical return technologies, optimizing

optical return path performance and introducing optical return path multiplexing




™

Digital Technician OVERVIEW

The Digital Technician course takes the student beyond digital theory by providing instruction that applies to the real world, everyday life of a field technician. The student will learn to unravel the seemingly mysterious situations encountered with video, Internet and telephone services in a digital cable network. The student will be exposed to the complexities of digital interoperability standards through a discussion of digital standards and the organizations from around the world that create them. Modern digital techniques for overcoming bandwidth limitations along with all digital modulation schemes and detailed MPEG compression processes are analyzed. The student will learn how to properly make and interpret the results of digital carrier amplitude and all digital carrier distortion measurements performed in the field. Relating digital technologies to the products and services offered to customers by a cable operator and how to troubleshoot them is the ultimate goal for the student at the conclusion of this course.

Delivery Options:3All learning is delivered via traditional, paper-based distance learning. Lesson and final exams are taken online.

Completion Time:Varies based on the student’s self study pace, however, the maximum time allowed is six months from enrollment.

BENEFITSStudents will:

» complete a comprehensive course that helps technicians to understand both the present and future of digital technology

» study real world applications pertaining to state-of-the art techniques in cable network operations

» have the ability to expand knowledge and skill set into new arenas while advancing their career

» earn three hours of college credit» receive an industry recognized Jones/NCTI® certificate of graduation

Ideal for:» service technicians» system technicians» headend techs» managers and supervisors looking to keep skills current


1. explain the purpose and process for each of the primary data compression techniques2. define the process of pulse code modulation as it relates to digital television3. understand how the different local, domestic and international levels of

standards organizations work together

RECOmmENDED PREREQUISITES» Broadband Digital

Installer» Service Technician



» Introduction to Networking: Home and Peer to Peer Networks

» System Technician








COLLEGE CREDITS: 3


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4. explain the difference between the I and the Q carriers5. explain vectors and bipolar coordinate graphs and their function6. explain the relationship between symbol rate, bit rate and bandwidth in QAM modulation7. describe an 8-VSB signal and understand the differences involved in measuring the quality of an 8-VSB signal

versus a QAM signal8. know the raw and nominal data rates for the typical digital modulation schemes used in the cable industry9. define the roles of grooming, statistical multiplexing and rate shaping in digital video processors

10. recognize how the resolution bandwidth setting influences digital amplitude measurements11. describe the difference between peak and average power in a QAM carrier

COURSE OUTLINE


1. Digital Fundamentals Looking at digital history, decimal and binary

numbering systems, examining character codes, reviewing data compression, understanding logic gates, integrated circuits and exploring pulse code modulation

2. Digital Standards and Government Regulations

Introducing standards organizations, recognizing key digital standards, identifying ATSC standards and governing digital video

3. Digital modulation Techniques Explaining a continuous wave carrier, types of

modulation, BPSK and QPSK, utilizing QAM 16/64/256 and 8-VSB/16-VSB

4. Digital Bandwidth management Allocating the RF spectrum, expanding the

operational spectrum, improving spectrum efficiency and controlling source content

5. Digital Carrier Amplitude measurements Characterizing digital signals, analyzing

power bandwidth, full spectrum loading of the downstream and measuring return carrier levels

6. Digital Carrier Quality measurements Preparing for quadrature amplitude modulation,

examining the digital receiver and analyzing the QAM carrier

7. Understanding mPEG Theory and Practice Introducing MPEG, understanding digital video,

describing the MPEG-2 data stream and analyzing MPEG-2 video quality

8. Applying Digital Technologies Examining interactive network models, voice

services and video services

9. Troubleshooting Digital Services Characterizing digital services in the broadband

cable network, digital troubleshooting procedures, understanding the effect of the signal levels and troubleshooting cable modem service




™

College Credits: 2

Fiber installation and ActivationPart of the Master Technician Certification Series

oVerVieW

Fiber Installation and Activation provides indispensable and up-to-date information on the deployment of fiber in optical broadband networks. The course outlines the basics of light transmission through optical fibers, how fibers are combined into optical cables and how fiber networks are designed and constructed. Network architecture, topology and design are also covered. Fiber Installation and Activation demonstrates how to install and activate fiber-optic networks and also prepares the student to splice fibers using mechanical and fusion methods. The course assumes previous knowledge and experience in RF Broadband Technology.


4 This course contains a DVD.



» understand how fiber-optic systems are designed and constructed» have the knowledge to identify and use fiber-optic installation equipment

and components» earn two hours of college credit» receive credit toward Jones/NCTI® Master Technician certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Technical personnel, including:

» fiber optics technicians» service technicians» network technicians


1. describe how a transmitted signal is attenuated inside the fiber2. recognize common standards used in fiber-optic transmission systems3. define five tolerance mismatches that can occur during splicing4. describe safety materials and procedures for handling fiber5. describe proper cleaning techniques of connectors6. explain the procedures to prepare a splice closure and a fiber-optic splice tray7. discuss important considerations and specifications for proper installation of

fiber-optic cable

reCommeNded PrereQUisite» Service Technician


» Fiber Testing and Maintenance

» System Technician» Advanced Technician


broadband-and job-specific content






DVD


FiberInstallAct0211

8. discuss the differences in coarse wavelength division multiplexing, wide wavelength division multiplexing and dense wavelength division multiplexing technologies

9. list the steps in the setup of an optical transmitter10. define and give examples of an optical power budget11. discuss considerations for optical return path design12. discuss the application and operation of centralized and distributed node powering

CoUrse oUtliNe


1. discovering Fiber optics Exploring fiber-optic fundamentals,

understanding light sources and examining optical detectors

2. introducing Fiber-optic Networks Exploring the basic HFC architecture, identifying applications and services and citing transmission standards

3. investigating optical Fibers and their Properties Identifying optical fiber types, evaluating fiber performance, examining fiber tolerances and handling fiber safely

4. investigating Fiber-optic Components and Connections Examining fiber-optic cable, optical connectors, cable management panels and ancillary devices and examining optical splitters

5. Preparing optical Fibers for Connection and termination Preparing to join optical splitters, working with splice closures, examining various splicing techniques and installing facility terminations

6. introducing Construction techniques Identifying the importance of safety, examining construction practices for fiber-optic cables, performing aerial installations, underground installations and bringing fiber to the premises

7. defining Fiber-optic transmission

systems and topologies Examining optical modulation techniques, multiplexing and demultiplexing optical signals and describing fiber-optic topologies

8. transmitting and receiving optical signalsExamining analog optical transmitters, digital optical transmitters, transmitting optical signals, examining optical receivers and using amplifiers, repeaters and regenerators

9. Understanding Fiber-optic system designReviewing outside plant variables, transmission system variables, reviewing system loss budgets, discussing dense wavelength division multiplexing and exploring system upgrades

10. Powering Fiber-optic NodesPowering optical networks, examining outside plant power distribution and node equipment




™

College Credits: 4

system technicianPart of the Master Technician Certification Series

oVerVieWSystem Technician is an indispensable guide for the field technician on how to activate, test and troubleshoot the RF distribution system. It covers RF amplifier theory of operation and setup procedures and introduces troubleshooting techniques for power supplies and amplifiers. It also clearly presents the FCC Technical Standards testing requirements and procedures and the NCTA Recommended Practices for system measurements, system sweeping and testing, signal leakage analysis and spectrum analyzer basics and measurements. Included are principles of amplitude, frequency and phase modulation. It also teaches techniques for underground construction. This course assumes a working knowledge of basic HFC broadband networks and electronics up to and including inductive and capacitive circuits.

Delivery Options:3 Learning takes place using a textbook and instructional videos. Lesson and final exams are taken online. This course comes enhanced with instructional videos that complement the reading, and provide over 40 hours of in-depth instruction, developed by an expert in the field.



» understand how to correctly activate, test and troubleshoot the RF distribution system

» be able to properly apply industry and federal guidelines to system analysis, testing, measuring and sweeping

» know how to correctly construct underground plant» earn four hours of college credit» use this course to help prepare for SCTE’s Broadband Distribution Specialist

and Broadband Transportation Specialist certification» receive an industry-recognized Jones/NCTI® certificate of graduation» receive credit toward Jones/NCTI Master Technician certification

Ideal for:Personnel responsible for the operation, testing and maintenance of modern HFC broadband networks, including:

» service technicians» HFC technicians» line technicians» maintenance technicians

reCommeNded PrereQUisites» Service Technician


» Digital Technician» Fiber Installation and

Activation» Advanced Technician» Effective Supervision



» Highly illustrated and easy to read course materials enhanced with online videos






SysTech1011


1. understand and apply rectification and regulation in ferroresonant and switching power supplies2. understand and apply basic electronic troubleshooting techniques for power supplies and amplifiers3. understand and apply theory of operation, explain types of modules and perform setup procedures to rough

balance and sweep RF amplifiers4. understand and apply FCC Technical Standards measurement requirements and NCTA Recommended Practices,

perform FCC tests for system proof-of-performance using a system analyzer, sweep/analyzer, automated testing system and compile signal leakage data for computing CLI

5. understand and apply the principles of amplitude, frequency and phase modulation6. understand and apply the techniques for underground construction

CoUrse oUtliNe1. Amplitude modulation

Examining the AM signal, AM transmitters and receivers, exploring single-sideband transmission and examining single-sideband receivers

2. Frequency modulationExamining frequency modulation, understanding FM signal generation and examining FM receivers

3. trunk system overviewUnderstanding system design symbols and architectures, constructing and powering the plant, examining transmission components and verifying plant reliability

4. Communications systemsReviewing the history of communications, exploring the meaning of communication, examining noise as a limiting factor, exploring bandwidth and channel allocations and examining communication systems considerations

5. electronic CommunicationsExamining modulation and understanding multiplexing

6. Power supply CircuitsExamining rectifier circuits, power supply systems and filters and examining regulators and troubleshooting

7. operational AmplifiersExamining the basic concepts and characteristics of operational amplifiers, operational amplifier circuit configurations, operational amplifier input modes and exploring operational amplifiers for mathematics

8. rF Amplifier operations, iExamining the trunk/bridger amplifier housing, describing the trunk amplifier module and the bridger amplifier module

9. rF Amplifier operations, iiControl modules, return/reverse amplifier module, status monitoring module, DC power supply module and amplifier power distribution

10. oscillators and multivibratorsExamining the basic concepts of oscillators, LC sine-wave and crystal oscillators, RC sine-wave oscillators and multivibrators

11. Communications CircuitsExamining filters, tuned circuit and resonance, exploring oscillators and examining amplifiers

12. distribution AmplifiersIntroducing the distribution amplifier, examining the distribution amplifier and aligning the distribution amplifier FTMT amplifier

13. troubleshooting, instrumentation and msmtIntroducing the troubleshooting process, understanding block diagrams, common test equipment and troubleshooting electronic devicess

14. manual spectrum Analyzer distortion measurementsFCC requirements, NCTA recommended practices and testing for channel distortions using manual procedures

15. Automated spectrum Analyzer BasicsIntroducing and reviewing features of the spectrum analyzer, operating the spectrum analyzer, using the spectrum analyzer in the broadband cable system and using the digital signal analyzer feature

16. Analyzing signal leakageUnderstanding equipment requirements, calculating CLI, producing system signal leakage reports, generating signal leakage maps and implementing signal leakage maintenance programs

17. Cable system sweepingDescribing sweep and understanding sweep specifications, setting up and sweeping the forward and return paths and troubleshooting sweep response problems

18. discovering Bipolar Junction transistorsExamining the basic types of transistors, BJT operation and characteristic curves, exploring an NPN transistor circuit model and examining BJT ratings and testing

19. Bipolar Junction transistor Amplifier CircuitsExamining the basic concepts and biasing of amplifiers, amplifier circuit configurations and exploring classifications of amplifiers

20. Constructing Underground Plant, iUsing chain trenchers, digging trenches, burying coaxial cable and backfilling the trench

21. Constructing Underground Plant, iiUnderstanding plowing, introducing dry boring machines and explaining fluid-assisted boring




™

College Credits: 2

Fiber testing and MaintenancePart of the Master Technician Certification Series

oVerVieW

Testing and Maintenance for Fiber Technicians provides an understanding of post-activation fiber-optic theory and application. The course concentrates on the test equipment and procedures necessary to perform testing and maintenance for new fiber-optic links, troubleshooting service outages and restoring fiber-optic links to their original performance specifications. It also describes the process of fiber-optic restoration planning and implementation of preventive maintenance regimens in an HFC network.




» understand the importance of recording and maintaining fiber-optic link performance documentation

» have the knowledge to operate and use fiber-optic test equipment» be able to correctly set up and use the OTDR for initial testing, turn-up and

restoration purposes» have the ability to read and understand fiber-optic event signatures» be familiar with basic restoration procedures » earn two hours of college credit» use this course to help prepare for SCTE’s Broadband Transportation

Specialist certification» receive credit towards Jones/NCTI® Master Technician certification» earn an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Technical personnel involved in installing and maintaining the fiber-optic portion of HFC networks, including:

» fiber-optic technicians» service technicians» network technicians


1. explain the reasons for and benefits of a maintenance plan2. understand the importance of detailed fiber-optic configuration and

performance documentation3. describe various fiber-optic test equipment and their applications4. list the test parameters that must be entered into the OTDR setup table prior

to making any test

reCoMMeNded PrereQUisites» Service Technician» Fiber Installation and

Activation


» Return Path Operations» System Technician» Advanced Technician» Effective Supervision









FiberTestMain0811

5. explain the process of fault location using the OTDR6. discuss the causes of reflective and nonreflective events viewed on the OTDR7. compare and analyze test results against system documentation8. explain how to troubleshoot a service outage in both the inside and outside plant environment9. outline both emergency and permanent optical system restoration procedures

10. describe the importance and application of status monitoring in a fiber network11. establish and implement preventive maintenance regimens

CoUrse oUtliNe


1. Maintaining optical Networks Knowing your system, preparing for what can go

wrong, understanding the troubleshooting process and documenting adds, moves and changes

2. introducing optical test equipment Examining optical power meters, light sources,

optical fiber identifiers, optical fiber talk sets and optical loss test sets

3. Presenting otdr Basics Introducing OTDRs, describing OTDR types,

examining OTDR features and discussing OTDR specifications

4. Performing otdr Measurements Performing preliminary procedures, recognizing

OTDR signatures, programming the OTDR, understanding OTDR tests, conducting OTDR tests and making span measurements

5. Conducting Acceptance testing of a Broadband optical link

Testing optical power and reflectivity, performing optical transmitter and receiver tests, examining scalable optical nodes and using documentation

6. troubleshooting the Fiber outage Understanding key elements of effective

troubleshooting and outlining the troubleshooting process

7. Planning Fiber-optics restorations Explaining key elements of an effective

restoration plan, understanding and identifying causes of failures and planning efficiently and effectively

8. restoring service in optical Networks Assembling necessary resources, outlining

restoration safety concerns, adjusting to the restoration scenario and preparing for the next restoration

9. Preventing optical Failures Inspecting the plant visually, using status

monitoring tools, testing optical transport and identifying RF effects on optical performance




™

College Credits: 4

Advanced technicianPart of the Master Technician Certification Series

oVerVieWThis course teaches the broadband technician about the operation, set up, and application of headend components as the transition is made from analog to digital services. Transmission lines, radio wave propagation, antennas, microwave systems, and satellite communications are fundamental topics common to analog and digital communications and will be covered in this course. Since cable operators continue to distribute analog television, analog signal processing is covered as well, along with analog video analysis and FCC proof-of-performance execution. Digital communication and related topics are taught in lessons on digital satellite receivers, digital modulators, digital processors, and equipment connection protocols. The Advanced Technician course provides important technical instruction to the successful operation and maintenance of today’s sophisticated broadband cable system headend.



BeNeFitsUpon completion students will:» understand how headend system components work together to process analog

and digital television services.» possess the requisite understanding of component operation in order to

maintain and operate an analog and digital headend.» correctly apply governmental regulations and industry recommended practices

to headend operation and maintenance.» use this course to prepare for SCTE’s Broadband Transportation Specialist (BTS)

and Broadband Telecom Center Specialist (BTCS) certifications » earn four hours of college credit» receive credit toward Jones/NCTI® Master Technician certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:» system technicians» hub technicians» headend technicians» access bandwidth technicians


1. understand and apply RF communications transmission and reception fundamentals.

2. understand and apply theory of operation, how to connect analog and digital signal processing equipment.

reCommeNded PrereQUisite» System Technician

eNHANCemeNt» Now including




» Effective Supervision» Introduction to

Business» Introduction to

Networking Series









AdvTechnician0910

3. understand and apply proper headend, combining and distribution techniques to downstream and upstream signals.4. understand various types of telecommunications transmission systems and their associated applications.5. understand the NTSC analog video format.6. understand and apply FCC Technical Standards measurement requirements and NTCA Recommended Practices.7. understand and apply how to set up a satellite receiver to receive programming.8. understand and apply the different interconnection protocols used in the headend.

1. transmission lines and techniques Examining types of transmission lines, understanding characteristic impedance, exploring transmission line applications and examining transmission line losses

2. radio Wave PropagationExamining radio wave characteristics, examining propagation characteristics, exploring atmospheric conditions and communications and extending the communication range

3. examining Antenna PrinciplesExamining antenna fundamentals, examining antenna energy transfer and examining special characteristics of antennas

4. investigating Antenna typesExamining types of transmitting antennas, exploring antenna arrays, exploring wide-bandwidth and narrow-bandwidth antennas and examining receiving antennas

5. examining microwave CommunicationsIntroducing microwave fundamentals and explaining microwave transport systems

6. examining microwave ComponentsExploring passive microwave components and examining microwave oscillator and amplifier components

7. satellite CommunicationsIntroducing basic concepts of satellite communications, describing satellite system applications, examining satellite technologies and examining the ground-based satellite antenna

8. Analyzing Analog tV signalsIntroducing composite color video signal characteristics, examining synchronizing pulses, introducing signal separation and exploring television test signals

9. equipment Connection ProtocolsExamining digital interconnection protocols, creating flexibility in the headend and inserting alternating sources

10. Understanding signal ProcessorsExamining the carrier frequency conversion process, examining the analog television channel processor and processing digitally modulated carriers

11. modulating and demodulating Analog tV signalsExamining modulation and demodulation, understanding analog television modulation, examining the modulator and examining the demodulator

12. digital integrated receiver/decodersDetailing satellite signal reception, examining the receiver in the integrated receiver/decoder, examining the decoder in the integrated receiver/decoder and configuring the integrated receiver/decoder

13. transcoding digital Broadcast ChannelsExamining digital broadcast television, distributing digital broadcast television services on the broadband cable system and discussing ancillary data

14. digital modulatorsExamining digital modulators, examining conditional access and examining applications of digital modulators

15. Combining Broadband signalsDescribing downstream signal combining, describing upstream signal combining and describing signal combining devices

16. Analog Video measurements and testingCharacterizing the baseband video signal, examining video test equipment and test signals, executing baseband video measurements and recognizing alternative baseband video test equipment

17. Planning and executing FCC Proof-of-Performance testsRecognizing the FCC proof-of-performance testing requirement, applying the FCC proof-of-performance testing requirements to a cable system, including the set-top box in the proof-of-performance test results, compiling the FCC proof-of-performance test results

CoUrse oUtliNe





™

Broadband HFC Network Testing and Measurements OVERVIEWThis course provides the advanced student with a comprehensive understanding of system testing theory and application. The course concentrates on the use and selection of proper test equipment and application necessary for testing and complying with FCC and NCTA testing requirements and recommendations. It also focuses on equipment utilization for observing and locating analog and digital network problems. The student is exposed to the proper use, theory of operation, applications and measurement procedures for test equipment used in the network from the customer premises to the headend. The materials provided are also appropriate as a reference tool for those who need to understand more about testing procedures and terminology.




» be capable of providing upstream troubleshooting» correctly perform proof-of-performance testing» utilize NCTA recommended procedures» understand FCC requirements and testing » correctly monitor system performance and perform necessary preventive and

demand maintenance» have a solid knowledge of OTDR basics, measurements and optical test equipment» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Personnel who install and perform demand and preventive maintenance on coaxial plant or work on the fiber-optic portion of the modern HFC network, including:

» service technicians» network technicians» fiber-optic technicians» headend technicians

COURSE OBJECTIVESUpon completing this course students will be able to: 1. perform broadband cable AC/DC voltage and resistance measurements using a DMM 2. use an SLM to troubleshoot a drop installation 3. measure video and audio carrier levels and hum modulation per FCC Technical Standards

and NCTA Recommended Practices 4. list and describe system reports generated by cable signal leakage analysis software programs 5. use a TDR to locate coaxial cable impedence mismatches and to confirm and identify

unauthorized drop cable connections



» Exploring Wireless Technologies

» Introduction to Networking: Home and Peer-to-Peer Networks

» Internetworking with TCP/IP









BrdHFCNet1210

6. comply with FCC Technical Standards and NCTA Recommended Practices for audio carrier center frequency separation and video carrier level measurements

7. video measurement sets and measure chrominance to luminance gain and phase, differential gain and differential phase distortions 8. measure visual signal-to-coherent beats, test terminal isolation, and measure hum in compliance with FCC Technical Standards

and NCTA Recommended Practices 9. set proper sweep and telemetry injection levels and realize the importance of two telemetry paths10. connect and use a spectrum analyzer to perform tests on the RF spectrum, including C/N, CTB, CSO, etc.11. interpret digital measurements with a digital signal analyzer to evaluate digital signal quality12. perform tests using an optical power meter for measuring transmit and receive power13. use an OTDR to confirm the performance of an optical link14. set up the forward RF output level at an optical node

COURSE OUTLINE


1. Operating Digital Multimeters Defining Types of DMMs, Controls, Components and Specifications, measuring Voltage, Resistance and Current and Caring for and Maintaining DMMs

2. Measuring Signal Levels Understanding broadband signals, identifying SLM features and components, maintaining SLMs and performing measurements

3. Using Digital Signal Analyzers Describing Digital Measurements, using Digital Signal Analyzers to Measure Digitally Modulated Carriers and using Cable Modem System Analyzers

4. Detecting Signal Leakage Reviewing signal leakage basics, selecting and operating signal leakage detection equipment and eliminating signal leakage

5. Measuring Signal Leakage Reviewing Signal Leakage, examining Signal Leakage Measurement Equipment, identifying Specific Signal Leakage Measurement Considerations and preventing and Repairing Signal Leakage

6. Analyzing Signal Leakage Understanding equipment requirements, calculating CLI, producing system signal leakage reports, generating signal leakage maps and implementing signal leakage maintenance programs

7. TDR Fundamentals and Operation Describing types of TDRs, understanding TDR theory of operation and applications, considering TDR preliminaries, noting TDR measurement precautions, learning measurement procedures and pinpointing fault site

8. Analog Video Measurements and Testing Characterizing the baseband video signal, examining video test equipment and test signals, executing baseband video measurements and recognizing alternative baseband video test equipment

9. Cable System Sweeping Describing sweep and understanding sweep specifications, setting up and sweeping the forward and return paths and troubleshooting sweep response problems

10. Maintaining Return Path Signals Explaining the theory of reverse levels, setting levels in the return path and balancing the return path

11. Measuring Signals in the Return Path Transmitting and measuring return path signals

12. Automated Spectrum Analyzer Basics Introducing and reviewing features of the spectrum analyzer, operating the spectrum analyzer, using the spectrum analyzer in the broadband cable system and using the digital signal analyzer feature

13. Planning and Executing FCC Proof-of-Performance Tests Recognizing the FCC proof-of-performance testing requirement, applying the FCC proof-of-performance testing requirements to a cable system, including the set-top-box in the proof-of-performance test results and compiling the FCC proof-of-performance test results

14. Manual Spectrum Analyzer Distortion Measurements FCC requirements, NCTA Recommended Practices and testing for channel distortions using manual procedures

15. Introducing Optical Test Equipment Examining Optical Power Meters, examining Light Sources, examining Optical Fiber Identifiers, examining Optical Fiber Talk Sets and examining Optical Loss Test Sets

16. Presenting OTDR Basics Overview, types, features and specifications

17. Performing OTDR Measurements Performing Preliminary Procedures, recognizing OTDR Signatures, programming the OTDR, understanding OTDR Tests, conducting OTDR Tests and making Span Measurements

18. Conducting Acceptance Testing of a Broadband Optical Link Testing optical power and reflectivity, performing optical transmitter and receiver tests, examining scalable optical nodes and using documentation




™

College Credits: 3

Understanding Voice and data Networks Part of the Master Technician Certification Series

oVerVieWUnderstanding Voice and Data Networks is intended as an introduction to the communications technologies used in transporting voice and data. It provides a broad base of knowledge into communication networks but doesn’t require prior technical background or experience in the field. The goal of the course is to provide a comprehensive understanding of communications technologies and their implications on business. Understanding Voice and Data Networks combines computer, electrical engineering and business aspects of communication by providing a thorough, up-to-date presentation of the latest technologies being deployed. The material also is appropriate as a reference tool for those who need to understand more about broadband voice and data communication concepts and technologies.




» understand voice and data concepts and applications and how they integrate with broadband business

» understand the technologies specific to voice and data transportation» have a reference tool on voice and data business functions and technologies» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Premises Installer and

Broadband Telecom Center Specialist certifications» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Personnel with little or no prior technical or field experience seeking a broad base of communications network knowledge, or:

» network technicians» headend technicians» access bandwidth technicians» system technicians


1. outline the history of telecommunications technologies2. describe the responsibilities of IXCs and LECs 3. identify the role of national and international organizations in establishing

and implementing telecommunications standards4. explain the relationship between bandwidth and information transfer5. explain and compare modulation and multiplexing


» Broadband HFC Network Testing and Measurements

» Introduction to Networking Series









UndVcDatNet0211

6. categorize the different types of copper cables, list their characteristics and describe the applications of each7. identify and explain the various fiber-optic system components and describe their application in the network.8. describe the function of the major components of Signaling System 7 and outline the process for making a call

through the network9. identify the components of a modern switching system and explain how GoS and estimated traffic are used in

system design10. list the cellular network components and explain the cellular network access process11. explain the purpose of the OSI reference model protocol layers12. describe how a network device accesses a network using LAN access methods13. list and discuss the purposes of the devices that perform Internetworking functions14. discuss the transmission of a message by various packet-switching technologies15. explain the process of VOIP Internetworking

CoUrse oUtliNe


1. overview of telecommunications Exploring the history of telecommunications and classifying telecommunications and data networks

2. telecommunication standards and electronics Identifying telecommunications standards, understanding electronic communications and outlining communication system parameters

3. electronic Communications Examining modulation and understanding multiplexing

4. the Copper transmission Media Listing copper cables, understanding attenuation in copper cables and cabling architectures

5. the Fiber-optic transmission Media Introducing fiber-optic fundamentals, exploring fiber-optic topologies, examining fiber-optic implementation and introducing future issues in fiber


7. intelligent Networks Examining interoffice trunk signaling, listing intelligent network services and exploring business telephone systems

8. Wireless Communications Exploring the cellular mobile telephone system, comparing analog and digital access, identifying wireless applications and products and examining satellite communications

9. data Communications Explaining the evolution of data networks, understanding the open systems inter-connection model, examining character codes, identifying data coding methods, reviewing data compression and understanding error detection and correction

10. Network Communications Reviewing data link protocols, explaining the OSI model implemented in LANs, listing LAN access methods, comprehending LAN technologies and examining Internetworking

11. Wide Area Network and Broadband Access technologies Understanding packet-switching networks, examining integrated services digital network, reviewing synchronous optical networks, introducing asynchronous transfer mode, defining packet over SONET and looking at residential or small business access technologies

12. internet and Converged NetworksExploring the TCP/IP (Transmission Control Protocol/Internet Protocol) model, explaining IP addressing, examining virtual private networks, understanding converged networks and describing Voice over IP




™

Exploring Wireless TechnologiesOVERVIEWThe wireless industry is growing at an exponential rate to keep pace with rapidly increasing demand for “information at our fingertips.” Broadband service providers increasingly are adding a wireless offering to their product portfolio.

This course provides a comprehensive introduction to the underlying theory, design techniques and core principles of wireless system operation. The application of these theories and principles are changing on almost a daily basis. But whether the application is cell phones, Internet access or over-the-air video services, the fundamentals of antennas and over-the-air radio wave propagation remains the same.

Jones/NCTI® recommends that the student taking this course should have an understanding of electricity and electronics or have completed the Installer, Installer Technician and Service Technician courses of the Jones/NCTI technical career path. The student also should be familiar with computer networks, or have completed the Jones/NCTI course, Introduction to Networking: Local Area Networks.




» understand fading and multipath problems» describe the effect of weather on microwave signals» understand different modes of wireless access» discuss the application of wireless LAN technologies » use this course to help prepare for higher-level wireless courses» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Personnel who need to learn about new wireless technologies; wireless cable extensions, the wireless quad play or wireless networking, including:

» installers (note prerequisites) » broadband technicians» advanced services installers» technical management

COURSE OBJECTIVESUpon completing this course the student will be able to:

1. explain the role modulation plays in sending and receiving a message2. describe the method of generating an AM signal

RECOmmENdEd PREREQUISITE» Introduction to

Networking: Local Area Networks



» Introduction to Networking: Peer-to-Peer Networks


» Introduction to Networking: Wide Area Networks









ExWirelessTech1210

3. identify and explain the stages of a typical receiver and their functions4. describe an automatic gain control circuit5. determine the required bandwidth for an FM signal6. find the radio wave horizon distance when given antenna height7. understand the cause for fading and multipath reception8. describe the concept of reciprocity in antenna theory9. describe antenna radiation patterns

10. identify a dipole antenna and its transmission line interface11. explain how antennas achieve gain and directionality12. describe the effects of weather on microwave signals13. name the modes of wireless access14. list and discuss the characteristics and application of wireless LAN technologies

COURSE OUTLINE


1. Communications Systems Reviewing the history of communications, exploring the meaning of communication, examining noise as a limiting factor, exploring bandwidth and channel allocations and examining communications systems considerations

2. Communications Circuits Examining filters, tuned circuits and resonance, exploring oscillators and examining amplifiers

3. Amplitude modulation Examining the AM signal, AM transmitters and receivers, exploring single-sideband transmission and examining single-sideband receivers

4. Frequency modulation Examining frequency modulation, FM signal generation, exploring phase modulation, examining FM receivers and understanding phase-locked loops

5. Transmission Lines and Techniques Examining types of transmission lines, understanding characteristic impedance, exploring resonance and examining transmission line losses

6. Radio Wave Propagation Examining radio wave characteristics, propagation characteristics, exploring atmospheric conditions and communications and extending the communications range

7. Examining Antenna Principles Examining antenna fundamentals, special characteristics of antennas and improving receive antenna signal-to-noise ratio

8. Investigating Antenna Types Examining types of transmitting antennas, exploring antenna arrays, exploring other types of antennas and examining receiving antennas

9. Examining microwave Applications Introducing microwave fundamentals and exploring microwave transport systems

10. Examining microwave Components Exploring passive microwave components, examining microwave oscillator and amplifier components

11. Satellite Communications Introducing basic concepts, examining satellite technologies and capacity and investigating system properties

12. Wireless Communications Exploring the cellular mobile telephone system, comparing analog and digital access and identifying wireless applications and products




™

introduction to Networking: Home and Peer-to-Peer NetworksoVerVieWIntroduction to Networking demonstrates how to build and operate a small computer network, such as a home network. The course teaches the fundamentals of networking and data communication and outlines how the all-digital network transports voice, video and data. It also identifies and explains the hardware, software, protocols and signals that are essential to understanding how networks operate. Students learn how signals travel across different types of physical network structures and how those signals carry useful data from one device to another. Networking terminology and acronyms are defined and explained. The course also demonstrates how the same key principles and components form the foundation of all networks, from the smallest peer-to-peer systems to the worldwide Internet. Introduction to Networking is designed for those who have a basic understanding of personal computers and their applications.

Delivery Options:3 Learning is a combination of online and textbook activities.

Completion Time:

Varies based on the student’s self-study pace, however, the maximum time allowed is six months from enrollment.


» understand how to set up and administer a simple home or office network» identify common problems that can stop communication in a network» demonstrate the use of common types of networking hardware and software» relate how the all-digital network delivers voice, video and data services» explain to a customer how the Internet works» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Telecom Center Specialist

certification

Ideal for:Technical personnel supporting Internet-based services, including:

» broadband technicians » network technicians» headend technicians» access bandwidth technicians» system technicians



» Computers and Broadband Modems










IntroNetHPP0112


1. identify the different types of networking hardware and software2. describe the various physical and logical topologies used and discuss their implementation3. discuss industry networking standards and enforcement4. explain how network signals are transmitted over wired and wireless systems5. describe what protocols are and why they are necessary6. describe the different types of addresses that computers use to send and receive information7. explain the OSI Model, and describe how information flows between two communicating computers8. describe the technologies used in local area networks (LANs) and wide area networks (WANs)9. identify the common types of networking devices and explain the purpose of each

10. explain how the Internet works in simple terms11. understand how to build and operate a small peer-to-peer network12. describe remote connectivity

CoUrse oUtliNe 1. Computers and software in Networks

Devices on networks, internal computer components: CPU, I/O, memory and NICs, software and popular operating systems

2. Carrier signals, Cable types and Network topologies Communication and signals, network topologies and overview of a structured wiring system

3. Computer Protocols and services Protocols, layers of protocols and services and communicating across a network

4. the osi Model Introduction to the OSI model, the physical layer, the data link layer, the network layer, the transport layer, the session layer, the presentation layer and the application layer

5. lANs LAN data link protocols, Ethernet, token ring and FDDI, wireless LANs, LAN software architectures and information flow between client and server

6. Network Components Repeaters and hubs, bridges, switches, routers and gateways

7. WANs Point-to-point WAN services and switched WAN services

8. integrating the Course elements Building a small, peer-to-peer network and expanding the small network




™

Introduction to Networking: Local Area NetworksOVERVIEWIntroduction to Networking: Local Area Networks explains the concepts, technologies and components used to build and maintain local area networks (LANs). Students completing this course will have a solid understanding of the fundamentals needed to build and maintain LANs. They will also be well prepared to operate the all-digital Internet Protocol (IP) networks being deployed by cable operators.

Students will learn about popular LAN protocols and concepts, including Ethernet, Token Ring and asynchronous transfer mode (ATM). This course also introduces the network operating systems most widely used in local area networks: Novell NetWare, Windows and Linux. Additionally, the course covers the principles of network design and the roles of hubs, switches and routers to optimize network traffic. Lessons also include information on the elements of wireless LAN technologies, Ethernet Data Link protocols, 10 Gigabit Ethernet, Virtual LANs (VLANs) and Layer 3 switching.




» understand how to build a small peer-to-peer network» correctly use the tools necessary to analyze and troubleshoot computer networks» identify and explain the purpose of the common types of networking devices» have a basic understanding of how the Internet works» describe what Internet protocols are and their roles in establishing local

area networks




1. explain the characteristics of the three types of physical media used in LANs (copper, fiber and wireless)

2. compare and contrast the operation of Ethernet, Token Ring, ATM and wireless networks

RECOmmENdEd PREREQUISITE» Introduction to

Networking: Home and Peer-to-Peer Networks

RELATEd COURSESStudents completing this course should then enroll in:» Internetworking with

TCP/IP» Understanding Voice

and Data Networks» Computers and

Broadband Modems» Introduction to

Networking: Wide Area Networks









IntroNetLAN0112

3. identify the different types of Ethernet networks and explain their relationship to each other4. explain the basic approaches of traffic isolation and broadcast containment in Ethernet LANs, including Quality

of Service (QoS)5. identify the LAN architecture that best meets a user’s requirements6. identify the primary advantages of the client/server networking model7. describe the key features and characteristics of Windows, Novell NetWare and Linux

COURSE OUTLINE 1. Review of LAN Fundamentals

Network classifications and topologies, programs, the OSI model and processes, protocols and layers

2. Connecting Computers NICs, review of cable properties, WLANS, media selection and installation, and UTP patch cables and connectors

3. Ethernet LANs Review of Ethernet, Ethernet frame format, fast Ethernet, gigabit Ethernet, 10 gigabit Ethernet, switched Ethernet configurations, VLANs and Layer 3 switches

4. ATm LANs Introduction to ATM, ATM standards, interfaces and virtual circuits, ATM architecture, LAN emulation, ATM devices and ATM deployment

5. LAN Networking Software Review of client/server and NOS fundamentals, RPCs, file servers, print servers, web servers, other common servers and backup and disaster prevention

6. The Novell Platform NetWare 6.x Overview, NetWare 6.x Server and Novell eDirectory

7. Network OS Software – The 32-Bit Windows Family The 32-Bit Windows OS Architecture

8. Linux Linux Architecture and Linux features

9. Analysis of LANs Overview of the network development process, working with binary and hexadecimal numbers, and LAN analysis and testing tools





™

Introduction to Networking:Wide Area NetworksOVERVIEW

Introduction to Networking: Wide Area Networks describes the concepts, technologies and functions of wide area networks (WANs) and how they help support broadband-related services such as Voice over Internet Protocol (VoIP). The course begins by explaining how WANs can be used to support voice and data services in commercial businesses through private branch exchange (PBX). It then discusses how WAN technology transports information across a network, focusing on cable modems, switched circuits, leased lines, Asymmetric Digital Subscriber Line (ADSL) and T-carriers. Also covered: the function of various WAN protocols, including High-Level Data Link Control (HDLC), Serial Line Internet Protocol (SLIP) and Integrated Services Digital Network (ISDN).

The course includes information on converged technologies and their supporting services, including VoIP, Asynchronous Transfer Mode (ATM) and frame relay. VoIP networks are explained and the market factors motivating enterprises to use this service are also explored. The course concludes with an explanation of private/public-switched telephone networks (PSTN), virtual private networks (VPNs) and PSTN remote access services.




» identify the physical and logical technologies used for WAN communications» configure WANs to support network-based services such as VoIP» combine WAN and LAN technologies to build an end-to-end enterprise

networking solution» identify layered WAN protocols to support networking applications, including

remote access, VPNs and voice over technologies such as VoIP» understand how WANs relate to delivering voice and data services to

commercial enterprises



REcOmmENdEd PREREQUISITE» Introduction to

Networking: Local Area Networks

RELATEd cOURSESStudents completing this course should then enroll in:












IntroNetWAN0112

cOURSE OBJEcTIVESUpon completing this course, students will be able to:

1. describe the development and operation of today’s telecommunication infrastructure2. identify the physical and logical technologies used for WAN communications3. explain the operation of physical layer technologies, such as switched circuits, leased lines, T-carrier and

Synchronous Network (SONET)4. explain the operation of Data Link Layer technologies such as High-Level Data Link Control (HDLC), Serial Line

Internet Protocol (SLIP) and Point-to-point Protocol (PPP)5. explain the operation of higher layer protocols including Integrated Services Digital Network (ISDN), Frame

Relay and Asynchronous Transfer Mode (ATM)6. differentiate between packet switching, frame switching, frame relay and cell relay7. understand the basic characteristics of 802.16 wireless technology

cOURSE OUTLINE 1. Fundamentals of WANs

Classification of networks, telecommunication, voice networks, voice network technology, PBX fundamentals, PBX features and functions, computer data and the voice network, digitizing the voice, integration of services and elements of the telecommunications business

2. WAN concepts and components Physical and logical circuits, connecting to WAN circuits, analog networks, analog modems, modem compatibility, digital networks, microwave communications, satellite communications and end-to-end connectivity

3. Physical Layer WAN Protocols Summary of data rates, dial-up and leased lines, SW56, VSAT, T-carriers and E-carriers, ADSL, cable modems and SONET

4. data Link Layer WAN Protocols A layer above, HDLC, SLIP, PPP and end-to-end connectivity

5. Higher-Layer WAN Protocols ISDN concepts, protocols, implementation and frame relay concepts, protocols, implementation and X.25

6. WAN Solutions ATM concepts, implementation, devices, sample network, SMDS and IEEE 802.16: the wireless last mile

7. convergence of communications Over WAN Technologies Voice over alternative technologies, fundamental VoIP network components, factors driving the demand for packet telephony, private VPNs and PSTN remote access




™

Internetworking with TCP/IPOVERVIEW

Cable operators are converting their technology from traditional RF, FDM systems to Internet Protocol (IP) transportation to enable a greater number and variety of services. Technicians called upon to support this conversion will be required to understand how IP and related protocols work together to enable video, data and voice services in the new IP-based networks.

The Internetworking with TCP/IP course introduces networking protocols, including transmission control protocol (TCP), HTTP, TFTP and FTP and outlines how to test and troubleshoot Internetworked communications systems. It also instructs how to recognize, describe and implement TCP/IP application services so the student is capable of providing support for voice, video and data-related services in digital networks.




» understand how to install, test and troubleshoot IP-based communication systems» effectively design and implement systems to support email, remote terminal

access, networks, web access and other TCP/IP services» successfully support voice, video and data services in IP networks» receive an industry-recognized Jones/NCTI® certificate of graduation» use this course to help prepare for SCTE’s Broadband Telecom Center Specialist

Certification




1. recognize TCP/IP layers, components and functions and map them to the Open System Interconnection (OSI) model

2. describe and implement TCP/IP application services that support email,

RECOmmENdEd PREREQUISITES» Introduction to


» Introduction to Networking: Local Area Networks


RELATEd COURSESStudents completing this course should then enroll in:» Understanding Voice

and Data Networks» Computers and

Broadband Modems









INetTCPIP0112

remote terminal access, network management, web access and file transport across routed networks3. explain TCP/IP protocols used to transport data over intranets, extranets and the Internet4. identify and use Internet navigation and search tools, such as web browsers and hypertext transfer protocol

(HTTP), as well as file transfer services, such as file transfer protocol (FTP) and trivial file transfer protocol (TFTP)5. design and implement subnetworks6. choose a routing protocol based on network size and service requirements, including quality of service/type of

service (QoS/ToS) routing, variable-length subnet mask (VLSM) and link redundancy7. describe TCP/IP support services, including domain name service (DNS) and dynamic host configuration

protocol (DHCP)8. use TCP/IP tools to troubleshoot and isolate Internetwork communication failures9. explain how TCP/IP supports converged voice and data networks

COURSE OUTLINE


1. TCP/IP Structure Addressing Open system interconnection (OSI) model review, Internet protocol suite, Internet addressing and Internetworking devices

2. Overview of TCP/IP Applications Summary of transmission control protocol/Internet protocol (TCP/IP) applications, web browsers and servers, telnet, file transfer protocol (FTP) and email

3. TCP/IP Addressing and Subnets Number conversion and subnetting fundamentals

4. TCP/IP Protocols IP, address resolution, user datagram protocol (UDP), TCP and connection establishment and moving information across the network

5. TCP/IP Services Domain name service (DNS), dynamic host configuration protocol (DHCP), network address translation (NAT) and IPv6

6. Routing TCP/IP IP Routing

7. Troubleshooting a TCP/IP Network Troubleshooting principles, winipcfg, Ping and tracert




™

Introduction to Networking: WirelessOVERVIEW

This study of wireless networking technology combines radio frequency (RF) and local area networking (LAN) fundamentals. It begins with a study of the basic concepts and building blocks of the convergence between RF and networking technologies.

The student is introduced to wireless LAN infrastructure devices, antennas, access points, the 802.11 network architecture, wireless technology standards, governing bodies, troubleshooting, RF math, RF behavior, installation and security measures. This course targets both novice and experienced technicians who wish to gain a solid understanding of wireless networking to complement their knowledge of traditional wired networking.

Jones/NCTI® recommends that the student taking this course should have an understanding of electricity and electronics or have completed the Installer, Installer Technician and Service Technician courses of Jones/NCTI’s technical career path. The student also should be familiar with computer networks, or have completed the Jones/NCTI course Introduction to Networking: Home and Peer-to-Peer Networks and/or Local Area Networks.




» gain a solid understanding of wireless networking to complement their knowledge of traditional wired networking in both home and business applications

» understand the different modes of wireless access» learn the fundamentals of RF, as well as the features and functions of wireless

LAN components» gain the skills needed to install, configure and troubleshoot wireless LAN

hardware, peripherals and protocols» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Technical personnel supporting Internet-based services, including wireless networks, together with:

» broadband technicians» network technicians» access bandwidth technicians» installer service and system technicians

REcOmmENdEd PREREQUISITE» Introduction to


RELATEd cOURSESStudents completing this course should then enroll in:













IntroWireless910

cOURSE OBJEcTIVESUpon completing this course, students will be able to:

1. define and apply the basic concepts of RF technology, including how spread spectrum technologies apply to wireless LANs

2. explain the fundamental principles and concepts behind installing, configuring and maintaining wireless LANs3. describe the organizations and regulations that govern wireless LANs4. demonstrate the necessary knowledge for complying with regulations that apply to setting up and maintaining a

wireless LAN5. install, set up and maintain a wireless network using various hardware devices, such as access points, bridges,

gateways and antennas6. analyze and troubleshoot the problems that can occur with wireless LAN data transmission, including

multipath, hidden nodes and interference7. secure the transmission of data over a wireless LAN and identify the different types of attacks that can occur

from hackers

cOURSE OUTLINE 1. Introduction to Wireless LANs

The wireless LAN market and applications

2. RF Fundamentals RF, VSWR, principles of antennas and RF mathematics

3. Spread Spectrum Technology Introducing spread spectrum, FHSS, DSSS, and comparing FHSS and DSSS

4. Wireless LAN Infrastructure devices Access points, wireless bridges, wireless workgroup bridges, wireless LAN client devices, wireless residential gateways and enterprise wireless gateways

5. Antennas and Accessories RF antennas, PoE devices and wireless LAN accessories

6. Wireless LAN Organizations and Standards FCC, IEEE, major organizations and competing technologies

7. The 802.11 Network Architecture Locating a wireless LAN, authentication and association, service sets and power management features

8. Physical Layers How wireless LANs communicate, interframe spacing, RTS/CTS and modulation

9. Troubleshooting Wireless LAN Installations Multipath, hidden node, near/far, system throughput, types of interference and range considerations

10. Wireless LAN Security WEP, attacks on wireless LANs, emerging security solutions, corporate security policy and security recommendations



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Jones/NCTI’s Customer Care Master Representative Program YOU CAN BE ONE OF THE BEST Created as a means to recognize the best of the best, the Jones/NCTI™ Customer Care Master Representative Program is an industry-recognized way of identifying a select group of broadband service representatives who have mastered the skills necessary to be regarded as the industry’s elite. To be qualified as a Master Representative, individuals must successfully complete a defined set of courses specifically related to service representative operations. The following recognitions can be earned:

HOw dO I gET STARTEd? Call 866.575.7206, email [email protected] or visit www.jonesncti.com, go to Products and Services • 9697 East Mineral Ave., Centennial, CO 80112


ACCOUNT REP (AR)An AR has mastered the fundamentals of selling and customer service in a broadband telecommunications environment. To qualify, an individual must complete the following courses:

» Excellence in Customer Service» Cable Network Overview» Fundamental Selling Skills

MASTER ACCOUNT REP (MAR)The MAR has attained the fundamentals of selling and customer service in a broadband telecommunications environment and has garnered basic troubleshooting skills and understands the industry’s historical background. To qualify, an individual must complete the following program/courses:

» Account Rep (AR) Program» Delivering Cable Services» Basic Broadband Troubleshooting

MASTER SAlES REP (MSR)The MSR is highly knowledgeable in the techniques of selling the varied services offered by the broadband industry. To qualify, an individual must complete the following program/courses:

» Account Rep (AR) Program» Selling Against DBS Providers» Selling Against DSL Providers» Selling Digital Cable» Selling VoIP and Digital Voice» Selling High-Speed Internet» Selling High Definition Television» Selling Video On-Demand» Selling Personal Video Recorder

MASTER TECHNICAl SERvICES REP (MTSR)The MTSR has gained the historical, troubleshooting and customer service knowledge to troubleshoot broadband service delivery problems with confidence and expertise. To qualify, an individual must complete the following program/courses:

» Master Account Rep (MAR) Program» Customer Service Through Troubleshooting» Digital Voice Customer Care: Overview» High-Speed Data Customer Service

(over)

Jones/NCTI’s Customer Care Master Representative Program (continued)

OPERATIONS CENTER REP (OCR)The OCR has the ability to troubleshoot more advanced technical problems from the office or another remote location and help guide the field service and maintenance technicians to resolution with speed and accuracy. To qualify, an individual must complete the following courses:

» Operations Center Technical Support I» Operations Center Technical Support II» Operations Center Technical Support III

MASTER HIgH-SPEEd dATA REP (MHSdR)The MHSDR is highly knowledgeable in the skills and support services required to install, service and troubleshoot the high speed data connection. To qualify, an individual must complete the following program/courses:

» Account Rep (AR) Program» Delivering Cable Services» High-Speed Data Customer Service» Advanced High-Speed Data Customer Service

MASTER NETwORk OPERATIONS CENTER REP (MNOCR)Unparalleled in their expertise, the MNOCR possesses all of the skills and abilities to sell, support, service and troubleshoot virtually any facet in the broadband telecommunications arena. This associate is a professional of the highest caliber and is recognized by the industry as an authority in the field of broadband telecommunications. To qualify, an individual must complete the following programs/courses:

» Account Rep (AR) Program» Operations Center Rep (OCR) Program» Delivering Cable Services

CCMR0610

HOw dO I gET STARTEd? Call 866.575.7206, email [email protected] or visit www.jonesncti.com, go to Products and Services • 9697 East Mineral Ave., Centennial, CO 80112




™

College Credits: 3

excellence in Customer servicePart of the Customer Care Master Representative Certification Series

oVerVieW

Excellence in Customer Service discusses broadband-specific topics such as account maintenance, effective communication techniques, stress management, sales processes and service level differentiation. The course also explores the history of cable TV, technology and regulatory bodies. Graduates of Excellence in Customer Service will be uniquely qualified within the cable industry to provide the highest levels of broadband-specific customer service.




» understand fundamental broadband troubleshooting practices» increase customer satisfaction levels and retention rates» increase customer awareness of revenue-generating services» better determine when a customer call requires a dispatch» more accurately handle customer account information and billing» utilize stress management techniques» earn three hours of college credit» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:All nontechnical personnel interfacing with the customer, including:

» customer service representatives» service supervisors and managers

CoUrse oBJeCtiVesUpon completion students will be able to:

1. explain how cable TV evolved from rural master antenna systems to high-tech broadband networks of today

2. discuss the roles of regulatory bodies including the FCC, local franchising authorities and other local, state and federal agencies as they pertain to cable TV systems

3. describe the difference between various video services provided in a cable system

4. briefly tell how video, data and voice signals are transported between the cable system headend and individual customers

5. tell how customer accounts are managed to maintain accurate customer information, including billing, services, address information and more


» Cable Network Overview

» Delivering Cable Services

» Basic Broadband Troubleshooting









ExcellCustServ0311

6. practice effective communication skills, including listening, asking questions, overcoming objections, identifying good telephone answering techniques and more

7. follow proper sales process to complete a sale8. handle a cancellation request in a manner that will promote retention of the customer9. manage stress by using effective coping skills, heeding emotional overload warning signs and practicing

various relaxation techniques. 10. briefly describe a process for conducting simple technical troubleshooting to resolve a customer problem or

provide valuable information for a technician to respond to a service call

CoUrse oUtliNe


1. exploring the History of Broadband Cable Understanding original signal reception quality, exploring improved signal reception quality, examining system operation development, considering service expansion, delivering “over-the-air” programming, delivering microwave programming, delivering satellite programming, learning about local government regulations, discussing state government regulations, looking at federal government regulations and discussing the Federal Communications Commission

2. Presenting Cable Video services Reviewing basic cable service, understanding expanded basic service, defining premium cable service, understanding digital video cable service and listing cable video services

3. Understanding How a Broadband Cable system Works Identifying signal sources, exploring the headend, distributing broadband signals, organizing the workforce and interacting for success, defining external and internal customers and understanding customer service processes

4. Managing Customer Accounts and data Adjusting accounts, understanding damaged or lost equipment policies, dealing with NSF check returns, providing refunds, explaining the customer’s bill, understanding the billing process, collecting on delinquent accounts, understanding payment responsibilities, batching and posting payments, collecting cash payments, discussing cash drawer reconciliation, entering data, entering orders and looking at company reports

5. Communicating effectively Visualizing the communication model, overcoming obstacles, using strategic communication techniques, hearing vs. listening, understanding listening obstacles, listening effectively, using proper voice quality, asking effective questions, avoiding dangerous phrases, exhibiting professional courtesy and answering incoming calls

6. selling Broadband services Knowing your service offerings, organizing a sales kit, responding honestly, following the first-person principle, matching services to the customer’s viewing interests and presenting features, benefits and value, greeting the customer, verifying information, identifying the type of call, identifying the customer’s interests, building your presentation, recommending services, maintaining the customer’s commitment, looking for buying signs, closing the sale, identifying the customer’s concerns, addressing the customer’s concerns and completing the sale

7. Understanding the role of Customer service Reviewing the CTAM report, looking at NCTA standards, defining quality customer service, serving your customer, understanding the four Cs, learning communication strategies and maintaining a professional image

8. retaining Customers Using the “stop, look, and listen” technique, understanding basic problem-resolution steps, dealing with an irate customer, handling a service cancellation request, appreciating the customer, seeking feedback and improving service

9. Managing stress Understanding stress, using effective coping skills, avoiding sabotaging behaviors, improving your resistance to stress, responding positively, relieving stress physically, assessing your stress level, heeding emotional overload warning signs, practicing various relaxation techniques, avoiding destructive style patterns, considering WMSDs, preventing WMSDs and using exercises to reduce the risk of WMSDs

10. troubleshooting Fundamentals Handling technical problems, defining types of technical problems and understanding what to avoid




™

College Credits: 1

Cable Network overviewPart of the Customer Care Master Representative Certification Series

oVerVieW

Cable Network Overview introduces employees to broadband cable systems, providing a general knowledge of broadband equipment, operation, terminology and competitive services. Those taking this course will have a fundamental understanding of how broadband cable’s revenue-driving operations work, without being overburdened by too much information on technology. The text carefully explains and the graphics extensively illustrate how antennas, signal processing equipment, amplifiers and other electronic devices work in the HFC network to process, control and transport signals from the system headend to the customer premises equipment and back again. Broadband cable’s competition is also discussed and compared to broadband cable services.




» understand the fundamental, revenue-generating services broadband business is providing for its customers

» more effectively function in a broadband industry environment» more efficiently work with technical personnel» compare and contrast broadband cable to its competition» earn one hour of college credit» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:All non-technical personnel interfacing with the customer including:

» entry-level employees» customer service representatives» dispatch staff» sales and marketing staff» administrative personnel

CoUrse oBJeCtiVesUpon completing this course the student will be able to:

1. explain the major functions that occur in a headend 2. describe some of the drop system’s major components and their functions 3. identify active and passive components of the trunk system 4. describe how aerial and underground networks are constructed 5. describe how radio frequency signals are combined


» Delivering Cable Services

» Excellence in Customer Service










CableNetOver0211

6. identify test equipment used to verify proper system performance of the feeder system 7. describe actions that contribute to making customer service a priority 8. list the most common customer-provided equipment 9. outline the major effects of the Telecommunications Act of 1996

CoUrse oUtliNe


1. Broadband Cable system overview Exploring the signal path, categorizing cable services and organizing departments for interaction

2. Understanding the trunk system Introducing the trunk, identifying trunk system components, constructing the plant and maintaining the trunk

3. Understanding the Feeder system Introducing the feeder, describing feeder components and maintaining the feeder

4. installing at the drop Preparing a quality install, performing the aerial drop install and performing the underground drop install

5. Understanding Competitive services Summarizing the competitive background, examining communications competition today and discovering future competitive services




™

College Credits: 3

delivering Cable services Part of the Customer Care Master Representative Certification Series

oVerVieW

Delivering Cable Services describes the delivery of video, voice and high-speed Internet services. It begins with an excellent overview of the technology of broadband cable systems, defines the terminology associated with that technology and outlines how broadband systems operate. The course takes the student through each part of the cable system and demonstrates the practices that personnel must follow to perform installations at the customer premises. Also included are lessons on system maintenance, troubleshooting, federal and local regulations and safety procedures and guidelines.




» discuss the processes and technology related to installing, operating and maintaining broadband systems

» assist the customer in understanding how broadband technology will work in the home

» compare and contrast broadband technology to its competitors» understand how federal and local regulations impact broadband technology

deployment» earn three hours of college credit» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Personnel needing to understand how cable services are delivered to the customer, especially those handling technical issues via the phone; including:

» customer service representatives» new technical support staff» network operations center (NOC) staff» sales staff» marketing employees

CoUrse oBJeCtiVesUpon completing this course students will understand:

1. how the broadband cable signals travel from the headend to the customer premises and from the customer premises to the headend 2. how signal modulation and processing are accomplished in the headend 3. how the signal security techniques of addressability and traps work



» Effective Supervision» Digital Voice Customer

Care: Overview









DelivCableServ0211

4. how the Internet protocol handles a phone call in a broadband cable network 5. how a cable modem works 6. how lasers and other optoelectronic equipment function 7. procedures that technicians must use when handling fiber optic cable 8. what causes signal outages in the cable system 9. what steps are involved in routing and connecting drop cable in aerial and underground installations10. how the installer connects a TV set, VCR and DVD player11. what methods are involved in performing signal leakage monitoring12. what personal safety practices are necessary for technical and non-technical employees

CoUrse oUtliNe


1. Cable technology overview Discussing the basics, introducing the electromagnetic spectrum, understanding electronics basics and recognizing the value of training

2. Understanding signals and the Headend Learning about signals, discussing microwave and satellite signals and exploring the headend

3. Understanding Fiber optics and HFC Networks Introducing fiber optics, constructing fiber networks, understanding HFC topologies and introducing future issues in fiber

4. Aerial drop installations Aerial drop cable routing, drop cable strand attachment and aerial drop attachment to the premises

5. Underground drop installations Underground drop cable routing, how the cable is placed underground, the service drop connection to the customer tap and service drop attachment to the customer premises

6. delivering Video services Understanding analog video, digital video and describing signal security and control

7. delivering Voice services Understanding cable telephony today, examining phone networks and exploring developments in cable telephony

8. delivering data Introducing the data revolution, describing cable modems and using data in the real world

9. How to Connect Customer equipment Installing inside the premises, connecting customer premises equipment and installing digital services

10. Understanding Network Maintenance Introducing maintenance programs, performing routine procedures and understanding test equipment

11. Understanding regulatory issues and safety Understanding regulation, ensuring safety on the job and understanding safety codes




™

Digital Voice Customer Care: OverviewPart of the Customer Care Master Representative Certification Series

OVERVIEW

Digital Voice Customer Care: Overview introduces digital voice service as it is being launched by most broadband cable companies. It describes the features and advantages of digital voice as compared to traditional wireline phone services and VoIP telephony solutions being touted by other companies. This course explains in layman’s terms such concepts as e911 and 911, managed networks and advanced features that make the digital voice offering provided by cable companies a preferred telephony solution. Any cable system employee, from a customer service representative, to a sales consultant, to a department head can benefit by learning what digital voice service is all about.


Completion Time:The maximum time allowed for the course is four months from enrollment. This course is not eligible for extensions.


» be able to compare and contrast digital voice services provided by a variety of companies and industries

» describe typical features available with digital voice service that may not be available with other telephony solutions

» understand the differentiators between digital voice and traditional wireline telephone service

» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Broadband cable television system, regional, divisional or corporate personnel, including:

» customer service representatives (CSRs)» sales representatives» marketing professionals» business administration personnel» all broadband cable industry employees

COURSE OBJECTIVESUpon completing this course students will be able to:

1. understand what digital voice service is and why cable company CSRs need to know about it

2. discuss the history of telephone service

RECOmmENDED PREREQUISITE» Excellence in

Customer Service


» Cable Network Overview

» Customer Service Through Trouble Shoting

» High Speed Data Customer Service



» Illustrated with high-quality video






DigiVoiceCCOver0910

3. describe digital voice technology as compared to traditional telephone service 4. compare the installation of traditional phone service with the installation of digital voice service at a

customer’s premises 5. describe the steps a technician takes to install digital voice service at a single-family residence 6. understand how digital voice is installed for a customer with a monitored alarm system 7. define potential problems related to digital voice installation at multiple dwelling units 8. list several types of communication devices and hardware configurations that can be found in the home 9. understand the impact of digital voice service on devices in a customer’s home and how to mitigate them 10. describe the advantages of digital voice service over traditional phone service11. describe digital voice service provided by cable companies, as compared to other providers’ digital voice service

COURSE OUTLINE


1. Background of Digital Voice Understanding the history of telephone service and the transition that is occurring from traditional wire voice services to the new world of digital voice and a high-level look at the digital technologies and government regulations that have enabled this advancement

2. Installation Understanding the difference between single-family homes and multiple-dwelling units when installing digital voice services, the existing phone wiring in these types of dwellings and how it will impact installation and function and the special attention that may be required in homes with security alarm systems

3. Technological Variations Understanding the technical differences between digital voice and VoIP services being sold by various entities and the service and functional differences created by these differences

4. The Competition Helping customers understand how to make the right choice for the voice service that best meets their needs while positioning the digital voice product offered by most cable companies as a superior product




™

Customer Service Through TroubleshootingPart of the Customer Care Master Representative Certification Series

OVERVIEW

The Customer Service through Troubleshooting course takes your customer service representatives right into the customer’s home to help them solve technical problems related to video services. Armed with a solid understanding of how systems operate and common problems/solutions, your CSRs can resolve the majority of all troubleshooting calls in the home with the first call. With the knowledge gained from Customer Service through Troubleshooting, the need for expensive truck rolls can be greatly reduced. This program was developed based on case studies from leading industry troubleshooters and features easy-to-follow explanations of technical situations. It’s a great course for new employees or an information-packed refresher for experienced personnel.


Completion Time:The maximum time allowed is 90 days from enrollment. This course is not eligible for extensions.


» become familiar with various consumer and cable devices and how they are connected

» increase first-call resolution rates with effective troubleshooting skills» understand the process of troubleshooting and the importance of

follow-through» identify common problems and recognize potential solutions» automatically identify technical issues requiring a truck roll» understand the importance of good communication with the customer» comprehend how their role as a CSR affects all departments within

the organization» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Personnel including:

» customer service» dispatch» management» human resource

RECOmmENdEd PREREQUISITE» Excellence in

Customer Service



» Digital Voice Customer Care: Overview

» High-Speed Data Customer Service









CustServTrouble0810

COURSE OBJECTIVESUpon completion of this course students will be able to:

1. understand how to provide excellent, efficient customer service, as shown through examples2. understand the types of equipment found at the customer premises and how the equipment may affect the

problems being experienced3. quickly identify causes and solutions to the most common types of service problems including: equipment,

signal level and picture quality4. understand signal flow logic rules and the most common customer hookup patterns, including what the

customer can and can’t do5. realize the importance their interaction has on customer satisfaction6. identify some of the less common equipment-related troubleshooting problems7. follow through the troubleshooting model to solve customer issues

COURSE OUTLINE1. The Big Picture

Understanding the five parts of a cable system, reviewing customer equipment, examining competition and detailing cable connections

2. model and Skills Preparing to troubleshoot, explaining the troubleshooting model and understanding the importance of teamwork

3. Equipment in the Home Understanding various televisions, various VCR/DVD equipment, other customer equipment and cable company-provided equipment

4. Equipment Hookups Explaining signal flow logic scenarios, understanding how to program a VCR, examining basic 1 hook-up patterns, examining basic 2 hook-up patterns, examining premium and antenna hook-up options and examining picture-in-picture hook-up options

5. Types of Service Problems Examining common incorrect signal level problems, common ingress problems, common equipment-caused problems, less common equipment-caused problems, examining interference problems, line problems and color problems

6. Testing Your Skills Identify how to correctly respond to various customer service situations




™

College Credits: 3

Basic Broadband troubleshootingPart of the Customer Care Master Representative Certification Series

oVerVieWThis course takes the knowledge gained in the Jones/NCTI course Delivering Cable Services and applies it to troubleshooting video, Internet and telephony service with customers via the phone. The student will learn how to bring a logic-based approach to the troubleshooting process that includes the following steps: identifying the problem, analyzing the symptoms, isolating the problem area, diagnosing the cause, resolving the problem and verifying the resolution. Additionally, the student will gain a thorough understanding of the activities and processes followed by the technician at the time of initial installation of the drop system, including interconnection between devices.




» effectively resolve technical problems with Internet, telephony and video for the customer

» reduce the need for expensive truck rolls by providing a convenient and immediate solution for the customer

» apply more efficient approaches and effective techniques for phone troubleshooting» earn three hours of college credit» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Personnel wanting to broaden their customer service abilities to handle technical related problems via the phone including:

» customer service and support staff» technical support staff

CoUrse oBJeCtiVesUpon completing this course the student will be able to:

1. describe and illustrate three commonly used troubleshooting techniques2. explain how the installer prepares the customer premises to receive broadband

cable service3. discuss how the installer routes drop cable inside the customer premises4. explain how the installer connects and operates various customer premises

equipment configurations

reCommeNded PrereQUisite» Delivering Cable

Services



» High Speed Data Customer Service

» Effective Supervision









BasBroadTrble1110

5. describe the symptoms of common broadband cable signal level and picture quality problems6. list several broadband signal problems found in both single dwellings and multiple dwelling units7. explain several problems with digital video service that a CSR may be asked to troubleshoot8. explain several problems with broadband cable Internet access service that a CSR may be asked to troubleshoot9. explain several problems with broadband cable telephony service that a CSR may be asked to troubleshoot

CoUrse oUtliNe 1. introduction to troubleshooting

Introducing the process of troubleshooting, troubleshooting with the customer and broadband cable services

2. Planning the installation Performing installation preliminaries and drilling the entry hole

3. routing Premises Coaxial drops Routing exterior drops, routing interior drops through outside walls, crawl spaces and through basements, routing drops within walls and installing broadband cable wall plates

4. Attaching Premises Coaxial drops Attaching drops to various premise surfaces, along selected route, mounting security enclosures and evaluating multiple outlet requirements

5. Connecting Consumer electronics Making video connections, making audio connections and connecting consumer electronics equipment

6. operating Consumer electronics Identifying video device source selections, understanding menu features, exploring video viewing options and analyzing remote controls

7. Analyzing Analog tV Pictures Defining and identifying a good quality picture, recognizing basic picture distortions, understanding basic sound distortions and discussing other sound and picture problems

8. troubleshooting Picture impairments in an mdU Troubleshooting picture impairments inside the MDU, at the lock box, between the wall plate and the lock box and at the hot tap

9. troubleshooting digital Video service Troubleshooting analog channels, verifying digital set-top terminal configuration and operation, reviewing symptoms, probable causes and possible solutions

10. troubleshooting internet Access Understanding cable modem systems, examining system requirements, examining equipment operation and troubleshooting Internet access service

11. troubleshooting Broadband Cable telephony Understanding cable telephony, examining equipment connections, troubleshooting and examining cable telephony features





™

College Credits: 2

High-speed data Customer service Part of the Customer Care Master Representative Certification Series

oVerVieW

High-Speed Data Customer Service provides an invaluable and unparalleled base of knowledge of high-speed data services, equipment, operations and troubleshooting. Of particular value is the extensive information regarding DOCSIS 3.0 cable modems and the return path’s effect on high-speed data service. The course also provides an understanding of the Internet, network and wireless communications and other broadband access technologies. Personnel completing this course will be uniquely qualified to provide immediate and effective customer support for high-speed data service.

Delivery Options:3All learning is delivered via traditional, paper-based distance learning. Lesson and final exams are taken online.



» have a unique working knowledge of the equipment and operations related to high-speed data service

» fully understand the needs of cable modem customers » provide better and immediate troubleshooting of cable Internet access services» have a basic knowledge of the return path and its maintenance» earn two hours of college credit» receive credit towards Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Customer contact personnel responsible for supporting cable modem customers, including:

» high-speed data customer service representatives» high-speed data sales representatives» tier 1, 2 and 3 technical service representatives» administrative and marketing employees


1. describe how cable modem data is transported in the cable network2. list the phases of interaction between the cable modem and the cable modem

termination system during modem initialization3. describe the steps required to certify the reliability of a customer’s

cable drop system


» Advanced High-Speed Data Customer Service











HSDCustServ0212

4. describe what should be checked when verifying operation of the cable modem and its computer connection5. describe the funneling effect and the access technology used for return path transmissions6. describe why regular maintenance is important for return path reliability7. describe how long-loop automatic gain control adjusts the upstream carrier level of cable modems8. describe the cause of typical return signal impairments9. describe the information that is gathered before troubleshooting a high-speed data problem

10. understand how the cable modem status lights are used to diagnose modem-related problems11. list and discuss the characteristics and applications of the different wireless local area network technologies12. discuss the purpose of repeaters, bridges, switches, routers and gateways13. describe the prominent TCP/IP applications and protocols

CoUrse oUtliNe



1. introduction to doCsis Introducing cable modems, discussing cable modem termination systems, understanding DOCSIS in the network and provisioning cable modems

2. installing a doCsis Modem Preparing to install a cable modem, activating cable modem service and educating the customer

3. return Path operations overview Understanding signal flow in the return path, identifying common technical issues and maintaining the return path

4. introducing return Path Fundamentals Describing the return path, examining how the return path works and examining the return path in the drop system

5. troubleshooting High-speed data service Delivering high-speed data service, detailing the features of DOCSIS 3.0 and resolving problems in the customer premises

6. Wireless Communications Exploring the cellular mobile telephone system, comparing analog and digital access, identifying wireless applications and products and examining satellite communications

7. Network Communications Reviewing data link protocols, explaining the OSI model implemented in local area networks, listing LAN access methods, comprehending LAN technologies and examining internetworking

8. Wide Area Network and Broadband Access technologies Understanding packet-switching networks, examining integrated services digital network, reviewing synchronous optical networks, introducing asynchronous transfer mode, defining packet over SONET and looking at residential or small business access technologies

9. internet and Converged Networks Exploring the TCP/IP (transmission control protocol/Internet protocol) model, explaining IP addressing, examining virtual private networks, understanding converged networks and describing voice over IP



™

College Credits: 3

Advanced High-speed data Customer servicePart of the Customer Care Master Representative Certification Series

oVerVieWAdvanced High-Speed Data Customer Service builds upon the knowledge gained in Jones/NCTI’s High-Speed Data Customer Service course. The course provides the industry’s most in-depth and thorough training for customer contact personnel regarding core digital concepts, computer systems and data network technologies. Lessons cover various aspects of personal computers including hardware, maintenance and troubleshooting. The student will also learn key digital concepts and how digital relates to analog. Additionally, the OSI (open systems interconnection) model, the backbone of data networks, will be explored.

Delivery Options:3Learning takes place using a textbook. Lesson and final exams are taken online.4This course contains a CD-ROM.



» have the breadth and depth of knowledge to sell and support any high-speed data related services

» reduce expensive truck rolls and improve customer satisfaction rates by providing advanced levels of troubleshooting on all high-speed data services» have the product knowledge required to move to a supervisory level for high-speed data customer service» have a working knowledge of residential and small businesses access technologies » earn three hours of college credit» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Customer service and sales representatives needing advanced training to sell or troubleshoot high-speed data services, including:

» graduates of Jones/NCTI’s High-Speed Data Customer Service course» tier 2 and 3 technical service representatives


1. identify the basic functions of the personal computer2. explain how devices outside the computer case are connected to the PC3. identify the types of software used in a PC4. compare and contrast soft and hard boots

reCommeNded PrereQUisite» High-Speed Data

Customer Service







» Highly illustrated and easy to read course materials enhanced with videos and CD-ROM






AdvHSCustSer0212

5. identify system resources that aid in the communications between hardware and software6. understand how physical memory is housed on the system board and expansion boards7. understand how memory is used by the Windows™ operating system 8. understand how to use standard resources on a computer system when installing add-on devices9. recognize the base-10 numbering system

10. define the process of pulse code modulation11. define the meaning of network architecture and explain its purpose12. explain the definition and purpose of the OSI reference model13. list and briefly explain various data coding techniques

CoUrse oUtliNe1. digital Basics

Looking at digital history, decimal and binary numbering systems, understanding logic gates, understanding integrated circuits and exploring pulse code modulation

2. introducing Hardware Hardware needs software to work, PC hardware components, motherboard components used for communication among devices, expansion cards, the electrical system and instructions stored on the motherboard and other boards

3. introducing operating systems Operating systems past and present, how Windows operating systems work and using Windows operating systems

4. Form Factors, Power supplies and Working inside a Computer Form factors used by computer cases, motherboards and power supplies, measures and properties of electricity, selecting a power supply, protect yourself and the equipment against electrical dangers, how to work inside a computer case and troubleshooting the electrical system

5. All About motherboards Motherboard types and features, how startup BIOS controls the boot process and maintaining, installing and configuring a motherboard

6. Upgrading memory Memory technologies, how to upgrade memory and troubleshooting memory

7. supporting Hard drives Inside a hard drive, hard drive interface standards, RAID: hard drives working together, about floppy drives, how to select and install hard drives and floppy drives and troubleshooting hard drives

8. installing and supporting input/ output (i/o) devices Basic principles to support I/O devices, types and features of I/O devices, installing input devices, installing and configuring I/O devices and ports and troubleshooting I/O devices

9. multimedia devices and mass storage Multimedia adapter cards, optical storage technology, removable storage, install and configure multimedia peripherals, install and configure multimedia and mass storage devices and troubleshooting multimedia devices

10. PC maintenance and troubleshooting Operational procedures when supporting personal computers, personal computer preventive maintenance and how to troubleshoot a PC problem

11. data Communications Explaining the evolution of data networks, the open systems interconnection model, understanding character codes, identifying data coding methods, reviewing data compression and examining error detection and correction





™

Operations Center Technical Support IPart of the Customer Care Master Representative Certification Series

OVERVIEWThis course teaches key technical skills and knowledge needed to allow network operations center personnel to quickly identify customer and network issues, isolate network difficulties and provide troubleshooting solutions. Specifically, Operations Center Technical Support I focuses on maintaining network reliability for advanced services, such as digital video, telephony and high-speed data via cable modems. The course also provides a basic understanding of voice and data networks as well as a cable system overview. The recommended prerequisite for this course is Jones/NCTI’s Delivering Cable Services.




» effectively troubleshoot commonly occurring broadband drop network problems» reduce repeat service calls due to network malfunctions» more effectively solve problems related to high-speed Internet access, twisted

pair inside wiring and digital video services » have a more complete understanding of cable modems and provisioning» have a basic understanding of voice and data networks» use this course to help prepare for SCTE’s Broadband Premises Installer certification» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Network support personnel, including:

» network dispatch technicians» network trouble isolation technicians


1. understand the operation of a broadband cable system2. identify and characterize advanced broadband cable services3. understand the basics of digital video services4. understand the basics of cable modems5. understand how to effectively and efficiently troubleshoot advanced services6. describe the public switched telephone network7. explain the evolution of data networks and network protocols8. discuss the transmission of messages by various packet switching technologies


» Operations Center Technical Support II

» Operations Center Technical Support III











OpCenTechSupI1110

COURSE OUTLINE

1. Broadband Cable System Overview Exploring the signal path, categorizing cable services and organizing departments for interaction

2. Connecting to the Internet Presenting broadband modems, preparing to install a cable modem and activating cable modem service

3. Understanding RF Digital Signal Characteristics Describing digital signal characteristics, explaining digital modulation, quantifying digital signal quality and examining digital signal applications

4. Understanding Broadband Cable Modems Understanding DOCSIS, discussing broadband cable modems, cable modem termination systems and understanding DOCSIS in the network

5. Broadband Cable Modem Service Provisioning Provisioning cable modems, troubleshooting noise and ingress, customer premises equipment and understanding quality of service

6. Troubleshooting Cable Internet Access Service Understanding the cable modem provisioning process, troubleshooting technical problems and performance problems

7. Introducing Twisted Pair Inside Wiring Introducing the network interface device, telephone cables, telephone hardware, cable routing wiring topologies, the telephone, data cables and connectors

8. Introducing VoIP Exploring the world of VoIP, understanding cable telephony’s evolution from CBR to VoIP and understanding how the telephone and VoIP work together


10. Intelligent Networks Examining interoffice trunk signaling, listing intelligent network services and exploring business telephone systems

11. Data Communications Explaining the evolution of data networks, understanding the open systems interconnection model, examining character codes, identifying data coding methods, reviewing data compression and understanding error detection and correction

12. Network Communications Reviewing data link protocols, explaining the OSI model implemented in LANs, listing LAN access methods, comprehending LAN technologies and examining internetworking

13. Wide Area Network and Broadband Access Technologies Understanding packet-switching networks, examining integrated services digital network (ISDN), reviewing synchronous optical networks (SONET), introducing asynchronous transfer mode (ATM), defining packet over SONET (POS) and looking at residential or small business access technologies




™

Operations CenterTechnical Support IIPart of the Customer Care Master Representative Certification Series

OVERVIEWOperations Center Technical Support II provides key technical skills and knowledge that allow network operations center personnel to quickly identify customer and network issues, perform troubleshooting to isolate the issue and direct the fix. This course specifically focuses on maintaining network reliability of video signals in the installed customer drop portion of the network and troubleshooting customer premises equipment. The DC electronic theory provides the foundation for understanding decibels, signal leakage detection and troubleshooting techniques. A basic mathematics review helps the student with equations and formulas relating to basic electronic theory and signal level. Also covered are topics on the features, components, care, maintenance and use of signal level meters and signal leakage detectors, providing essential information for troubleshooting customer premises problems. The course concludes with basic characteristics and functions of line extender amplifiers used in the distribution portion of the network. The recommended prerequisite for this course is Jones/NCTI’s Operations Center Technical Support I course.




» correctly troubleshoot and maintain the installed drop system» utilize mathematical equations and formulas related to installed cable systems» perform troubleshooting to isolate, identify and direct the repair of common

problems from the customer premises and the broadband network » use this course to help prepare for SCTE’s Broadband Premises Installer

and Broadband Distribution Specialist certifications» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation




1. understand and apply basic DC electronic theory and discuss relevant broadband cable applications

2. perform basic cable math calculations

RECOmmENdEd PREREQUISITE» Operations Center

Technical Support I


» Operations Center Technical Support III











OpCenTechSupII1210

3. explain dB and dBmV fundamentals and broadband cable applications and perform gain and loss calculations4. understand the operation and maintenance of installer-type signal level meters and signal leakage detection equipment5. troubleshoot to isolate, identify and direct the repair of common problems from the customer premises and the

broadband network6. understand the theory of operation of line extender amplifiers and explain the function of amplifier passives and actives

COURSE OUTLINE


1. maintaining drop System Reliability Delivering quality service and troubleshooting the drop

2. Exploring Electrons and Electricity Establishing electron characteristics, identifying element categories, using units of electrical measurement and understanding electron current flow, electric current and electrical force

3. Understanding magnetism and Electromagnetism Understanding magnetism and electromagnetism and exploring magnetic and electromagnetic applications

4. Using Positive and Negative Numbers, decimals and FractionsPositive and negative numbers, understanding common fractions and decimal fractions

5. Using Equations and Powers of Numbers Using equations and powers of numbers

6. Understanding Electrical Circuits Understanding circuit essentials and graphics, differentiating current flow conditions and defining current circuit types

7. Understanding Resistance Exploring resistance, changing and controlling resistance

8. Using Ohm’s Law for Power and Energy Describing basic electrical characteristics, working with Ohm’s law, solving power equations and solving equations

9. dC Series Circuits Citing basic DC circuit requirements, describing circuit characteristics and solving various circuit calculations

10. Understanding decibels Reviewing the history of decibels, making comparisons between two values, explaining the concept of bels and decibels and understanding power and voltage ratios

11. Using dB and dBmV Working with dBmV and performing signal level calculations

12. measuring Signal Levels Understanding broadband signals, identifying SLM features and components, maintaining SLMs and performing measurements

13. detecting Signal LeakageReviewing signal leakage basics, selecting and operating signal leakage detection equipment and eliminating signal leakage

14. Troubleshooting Basic TV Problems Examining AC input voltage problems, correcting a hot chassis condition, verifying proper RF input levels, fixing impedance mismatch, recognizing incorrect function settings, isolating picture quality problems and fixing stereo TV problems

15. Troubleshooting drop Cable Recognizing crimp type F-connector problems, noting compression type F-connector problems, examining damaged coaxial drop cables, calculating abnormal RF signal levels, measuring abnormal DC loop resistance and delineating customer-installed cable problems

16. Troubleshooting RF Switches and matching Transformers Troubleshooting passive RF switches and troubleshooting matching transformers

17. Troubleshooting drop Splitter and directional Couplers Examining splitter problems and examining directional coupler problems

18. Troubleshooting drop Grounding, Traps and Taps Recognizing grounding system problems, understanding trap problems and troubleshooting tap problems

19. Troubleshooting Hum modulation and Flashing Pictures Troubleshooting hum modulation and flashing

20. Troubleshooting drop Ingress Recognizing ingress, identifying possible causes of drop-related ingress and isolating the cause

21. Troubleshooting Beats and Snowy Pictures Troubleshooting active beats and snowy pictures

22. Troubleshooting Picture Impairments in an mdU Troubleshooting picture impairments inside the MDU, picture impairments at the lock box, between the wall plate and the lock box and at the hot tap

23. Line Extender Amplifier Operation Examining the amplifier housing, line extender AC/DC powering systems and RF passives and controls, examining the amplifier module and classifying line extender specifications




™

Operations Center Technical Support IIIPart of the Customer Care Master Representative Certification Series

OVERVIEWThis course provides network operations center personnel with invaluable information on the coaxial distribution system and teaches the necessary AC electronic theory and application needed to perform in-depth troubleshooting of the broadband network. Students will also learn the fundamentals about maintaining network reliability of return path operations. The course concludes with a thorough understanding of the fiber-optic system, including optical node operations, design topologies, basic testing methods and restoration. The recommended prerequisites are Jones/NCTI’s Operations Center Technical Support I & II courses.




» correctly perform operation, maintenance and troubleshooting procedures for the coaxial distribution system

» use AC electronic theory and calculations in broadband cable system applications» gain knowledge to provide return path (upstream) troubleshooting» maximize revenue by maintaining peak performance of the return path» understand how fiber-optic systems are designed» learn to successfully manage critical operations related to fiber-optic systems» use this course to help prepare for SCTE’s Broadband Distribution Specialist

and Broadband Transportation Specialist certifications» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation




1. understand and apply AC electronic theory2. understand the theory of tap and passive equipment operation in the coaxial

distribution system3. understand and apply theory of operation for power supplies and amplifiers4. describe the return path signal flow and major transmission elements5. explain the concept of noise funneling on the return path and its effects

RECOmmENdEd PREREQUISITES» Operations Center

Technical Support I» Operations Center

Technical Support II




» Effective Supervision» Principles of Management




» Career path advisement» Online lesson feedback

and progress monitoring at www.jonesncti.com




OpCenTechSupII1210

6. discuss procedures for improving overall return path performance including the use of high-pass filters and step attenuators7. understand sources of return path impairments and learn troubleshooting techniques8. understand and apply theory of operation for forward and return optical receivers9. understand and apply fiber-optic topologies and design requirements

10. explain the process of fiber-optic fault location using the OTDR11. outline both emergency and permanent optical system restoration procedures

COURSE OUTLINE


1. distribution System Overview Applying basic electronics to distribution systems, comparing distribution system architectures, examining distribution system transmission equipment, measuring system vital signs and faults, troubleshooting and preventing signal outages and impairments

2. Alternating Current Understanding AC, AC power and recognizing AC waveforms

3. Understanding AC Waveform Fundamentals Examining AC waveform characteristics and expressing AC waveform values

4. Resistive AC Circuits Understanding basic relationships, eddy currents, the skin effect and solving sample problems

5. Inductance and Transformers Induction, inductance, inductors and transformers

6. Capacitance Capacitance and capacitors

7. RF directional Couplers and Power Inserters Directional couplers and power inserters

8. Working with RF Taps Identifying types of taps, tap mechanical components, examining tap electrical characteristics, understanding the theory of tap operation and considering application criteria

9. Understanding Fiber Optics and HFC Networks Introducing fiber optics, constructing fiber networks, understanding HFC topologies and introducing future issues in fiber

10. Transmitting and Receiving Optical Signals Examining analog optical transmitters, digital optical transmitters and optical receivers, transmitting optical signals, using amplifiers, repeaters and regenerators

11. Understanding Fiber Optic System design Reviewing outside plant variables, transmission system variables and system loss budgets, discussing dense wavelength division multiplexing and exploring system upgrades

12. Return Path Operations Overview Understanding signal flow in the return path, learning what can go wrong and maintaining the return path

13. Introducing Return Path Fundamentals Learning return path fundamentals, explaining how the reverse path works, examining effects of the drop system on reverse signals, assessing the quality of the drop’s return path and installing two-way devices at the customer premises

14. Troubleshooting the Return Path Examining return path impairments on the drop system, understanding sources of return path impairments, troubleshooting methods and tools and optimizing return path performance

15. maintaining Return Path Signals Explaining the theory of reverse levels, setting levels in the

return path and balancing the return path

16. measuring Signals in the Return Path Transmitting and measuring return path signals

17. Examining the Optical Return Path Designating major components in an optical return system, identifying optical performance parameters and accomplishing node scalability through return path multiplexing

18. Trunk System Overview Understanding system design symbols and architectures, constructing and powering the cable plant, examining transmission components and verifying plant reliability

19. Presenting OTdR Basics Introducing OTDRs, describing OTDR types, examining OTDR features and discussing OTDR specifications

20. Planning Fiber-Optic Restorations Explaining key elements of an effective restoration plan, understanding and identifying causes of failures and planning efficiently and effectively




™

Fundamental Selling SkillsPart of the Customer Care Master Representative Certification Series

OVERVIEW

Successful selling is the key to remaining competitive in today’s market. It is critical for sales representatives to understand what it takes to close the sale! Fundamental Selling Skills will provide call center agents with the knowledge, skills and tools needed to effectively and successfully establish relationships with customers and ultimately gain and retain the business of new and existing customers. FSS will benefit individuals in the cable industry who wish to sharpen and perfect their selling skills, or who wish to gain a further understanding of best-practice selling techniques.


Completion Time:Varies based on a student’s self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.


» know how to create, maintain and retain customer relationships» understand the dynamics of outbound sales and up- and cross-selling» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Call center personnel, including:

» newly hired employees» employees with sales responsibilities

COURSE OBJECTIVESUpon completing this course sales professionals will be able to:

1. act as sales consultants when interacting with customers2. create positive relationships with customers3. use questioning techniques to uncover customer needs4. present unique product attributes that meet customer needs5. describe products in terms of features, advantages and benefits6. gain and retain a customer’s interest7. overcome customer objections8. set effective sales goals and create action plans9. retain the business of existing customers

10. identify and effectively use unique selling points in the sales presentation11. create and apply high-impact openings in an outbound sales situation or in an

up-sell/cross-sell situation12. effectively transition into up-selling and cross-selling additional products for

increased sales revenue


» Selling Against DBS Providers

» Selling Against DSL Providers

» Selling Digital Cable» Selling High-Speed

Internet» Selling VoIP and Digital

Voice Services» Selling High-Definition

Television» Selling Video On Demand» Selling Personal Video

Recorders









FunSellSkill0910

COURSE OUTLINE

1. Setting Goals Create S.M.A.R.T. (specific, measurable, attainable, realistic and tangible) goals in a professional development plan in order to successfully accomplish sales objectives

2. Establishing Rapport Identify and apply the steps necessary to establish rapport with a prospective customer

3. Consultative vs. Presentational Selling Explain the difference between consultative and presentational selling and apply the skills necessary to perform consultative selling

4. Interviewing Use effective probing questions to uncover customer needs

5. Unique Selling Points Present unique selling points of a product or service to help increase the customer’s interest level

6. Creating Product Descriptions Create brief product descriptions that incorporate unique selling points of the service being offered

7. Features, Advantages and Benefits Use features, advantages and benefits to present products and services that meet customer needs

8. Overcoming Objections Describe the skills and steps used to overcome customer objections

9. Closing the Sale Select the appropriate closing technique based on a customer’s buying signs

10. Outbound Sales Use high-impact openings to capture and hold a customer’s attention

11. Up-selling and Cross-selling Transition sales conversations into discussing additional products and services in order to increase sales revenue and transition service calls or initial inquiry calls into discussing additional products and services

12. Retention Describe strategies that can be used to retain customers who have chosen to downgrade or disconnect service




™

Selling Against DBS ProvidersPart of the Customer Care Master Representative Certification Series OVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell broadband cable services against direct broadcast satellite (DBS) and teaches the unique features and benefits that set cable apart from its competitors. It contains many useful strategies and interactions that will help learners gain a better understanding of DBS service.




» know the features and benefits of both cable and DBS» be able to communicate the advantages of cable over DBS» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation



COURSE OBJECTIVESUpon completing this course, sales professionals will be able to:

1. identify the market share that DBS currently has versus that of cable2. describe the customer premises equipment required for DBS transmission3. explain the DBS equipment lease/purchase options4. explain the DBS equipment service and customer care processes5. describe current DBS packages and programming offers6. locate resources to identify new and upcoming DBS packages/offers7. list the features and benefits of DBS8. list the advantages of cable over DBS9. ask effective questions to determine customer needs and values

10. use open and closed questions to uncover customer interest in and assumptions about DBS

11. describe the steps used to overcome customer objections12. apply the steps to overcome customer objections to purchasing cable over DBS

RECOmmENDED PREREQUISITE» Fundamental Selling Skills



Internet» Selling VoIP and

Digital Voice Services» Selling High-Definition

Television» Selling Video On

Demand» Selling Personal Video

Recorders» Selling Against DSL

Providers









SellAgDBS0910

COURSE OUTLINE

1. Product Overview Identify the market share that DBS currently has versus that of cable and describe the customer premises equipment required for DBS transmission

2. Service Overview Explain the DBS equipment lease/purchase options and explain the DBS equipment service and customer care processes

3. Programming Overview Describe current DBS packages and programming offers and locate resources to identify new and upcoming DBS packages/offers

4. Features, Advantages and Benefits List the features and benefits of DBS and the advantages of cable over DBS

5. Interviewing the Customer Ask effective questions to determine customer needs and values and use open and closed questions to uncover customer interest in and assumptions about DBS

6. Overcoming Objections Describe and apply the steps used to overcome customer objections

7. Saving and Retaining Customers Describe and apply the steps necessary to retain customers who have indicated a preference to disconnect cable services in order to purchase a DBS system




™

Selling Against DSL Providers Part of the Customer Care Master Representative Certification Series

OVERVIEW

The DSL competition is marketing aggressively against cable high-speed Internet service. This course gives an overview of digital subscriber line (DSL) service, including a complete set of skills needed to effectively sell broadband cable services against DSL. It will teach the unique features and benefits that set cable apart from its competitors and also contains many useful strategies and interactions that will help learners gain a better understanding of DSL service.




» know the features and benefits of both cable and DSL» be able to communicate the advantages of cable high-speed Internet over DSL» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation


» newly hired employees» employees working with high-speed Internet service


1. describe the components of the DSL system2. describe the customer premises equipment required for DSL3. compare the market share currently held by DSL to that of cable

high-speed Internet4. explain the types of DSL service5. discuss the factors affecting upload/download speeds6. describe the typical components of DSL packages7. describe the overall DSL installation options and customer service8. describe the DSL packages available from the incumbent local exchange

carriers (ILECs), major competitive local exchange carriers (CLECs) and Internet service providers (ISPs)

9. locate resources for the most current DSL offers as well as other information10. give the definition of a feature, advantage and benefit11. list the features and benefits of DSL

RECOmmENDED PREREQUISITE» Fundamental Selling

Skills


» Selling High-Speed Internet

» Selling Digital Cable» Selling VoIP and




Recorders» Selling Against DBS

Providers









SellAgDSL0910

12. list the advantages of cable high-speed Internet access over DSL13. ask effective questions to determine customer broadband Internet needs and values

COURSE OUTLINE

1. Product Overview Describe the components of the DSL system, the customer premise equipment required for DSL and compare the market share currently held by DSL to that of cable high-speed Internet

2. Service Overview Explain the types of DSL service, describe the factors affecting upload/download speeds, the typical components of DSL packages, the overall DSL installation options and customer service

3. Provider Overview Describe the DSL packages available from the ILECs, major CLECs and ISPs and locate resources for the most current DSL offers as well as other information

4. Features, Advantages, and Benefits Give the definition of a feature, advantage and benefit, list the features and benefits of DSL and list the advantages of cable high-speed Internet over DSL

5. Interviewing the Customer Ask effective questions to determine customer broadband Internet needs and values and use open and closed questions to uncover customer interest in and assumptions about DSL

6. Overcoming Objections Identify the four principle categories of objections and apply the six steps for overcoming objections when a customer states an interest in purchasing DSL over cable high-speed Internet access

7. Retention Describe the steps used to retain customers who have indicated a preference to disconnect cable high-speed Internet service in order to sign up for DSL





™

Selling High-Definition Television Part of the Customer Care Master Representative Certification Series

OVERVIEW

This course is intended to provide a complete set of skills to effectively sell cable high-definition television (HDTV) against market competitors, and will teach the features and benefits of HDTV along with the unique selling points that make this service stand out among competitors. It contains many useful strategies and interactions that will help learners gain a better understanding of HDTV and how to sell it successfully.




» be familiar with the features and benefits of HDTV» be able to communicate the advantages of HDTV cable over analog and

standard digital television, as well as Direct Broadcast Satellite (DBS)» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation




1. describe HDTV2. explain how HDTV is different from standard digital and analog television3. effectively use high-impact openings during HDTV outbound sales calls4. ask specific questions to determine if a customer owns the appropriate

equipment to take advantage of HDTV service5. ask effective HDTV questions to uncover customer needs6. match the features of HDTV service to corresponding advantages and benefits7. position the benefits of HDTV to specific customer needs and preferences8. create and apply brief product descriptions of HDTV service9. use unique selling points effectively to make HDTV cable service stand out

from the competition10. use unique selling points effectively to make HDTV service stand out as an

important cable package enhancement in an upgrade situation


Skills






Digital Voice Services» Selling Video On


Recorders









SellHDTV0910

11. present the benefits of HDTV cable services over DBS12. apply strategies to effectively manage and overcome common customer objections to the cable HDTV

service and close the sale13. create transition statements leading the customer from HDTV service to other cable services

COURSE OUTLINE


1. Product Overview Describe high-definition television and how HDTV is different from standard digital and analog television

2. High-Impact Openings Effectively use high-impact openings during HDTV outbound sales calls

3. Introduction Ask specific questions to determine if a customer owns the appropriate equipment to take advantage of HDTV service and ask effective HDTV questions to uncover customer needs

4. Creating Brief Product Descriptions Create and apply brief product descriptions of HDTV service

5. Features, Advantages and Benefits Match the features of high-definition television service to corresponding advantages and benefits and position the benefits of HDTV to specific customer needs and preferences

6. Unique Selling Points Use unique selling points effectively to make HDTV cable service stand out from the competition and to make HDTV service stand out as an important cable package enhancement in an upgrade situation

7. Selling Against the Competition Present the benefits of HDTV cable services over DBS

8. Closing and Overcoming Objections Apply strategies to effectively manage and overcome common customer objections to cable HDTV service and close the sale

9. Up-selling and Cross-selling Create transition statements leading the customer from HDTV service to other cable services




™

Selling Video On Demand Part of the Customer Care Master Representative Certification Series

OVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell video on demand (VOD) against market competitors, and teaches the features and benefits of VOD along with the unique selling points that make this service stand out among competitors. It contains many useful strategies and interactions that will help learners gain a better understanding of VOD and how to sell it successfully.




» be prepared to describe the features, advantages and benefits of VOD» know how to use various selling points to discuss VOD» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation




1. describe the advantages of VOD technology2. identify the competitive advantages of the VOD product3. apply the three main components of a high-impact opening to sell VOD service4. list several high-impact openings to introduce VOD service5. list several effective unique selling points to discuss the VOD service6. effectively use open and closed questions when selling VOD service7. match the features of VOD service to corresponding advantages and benefits8. list several high-impact openings to introduce the VOD service9. create and apply brief product descriptions of VOD

10. match the unique selling points of VOD with a customer’s needs11. effectively position and sell cable VOD against market competitors12. apply strategies to effectively manage and overcome common customer

objections to the VOD service and close the sale13. create transition statements leading the customer from VOD service to other

cable services


Skills







Television» Selling Personal Video

Recorders









SellVidDmd0910

COURSE OUTLINE 1. Product Overview

Describe the VOD service and its features and the types of programming available with VOD service

2. High-Impact Openings Apply the three main components of a high-impact opening to sell VOD service

3. Interviewing Effectively use open and closed questions to develop customer needs when selling VOD service

4. Creating Brief Product Descriptions Create and apply brief product descriptions specific to VOD

5. Features, Advantages and Benefits Match the features of VOD service to corresponding advantages and benefits

6. Unique Selling Points Match the unique selling points of VOD with a customer’s needs

7. Selling Against the Competition Effectively position and sell cable VOD against market competitors

8. Closing and Overcoming Objections Apply strategies to effectively manage and overcome common customer objections to the VOD service and close the sale

9. Up-selling and Cross-selling Create transition statements leading the customer from VOD service to other cable services




™

Selling Personal Video Recorder Part of the Customer Care Master Representative Certification Series

OVERVIEW

This course is intended to teach call center agents everything they need to know in order to successfully sell personal video recorder (PVR) service to customers, including features, benefits, high-impact openings, transition statements specific to PVR service and more.




» be prepared to describe the features, advantages and benefits of a PVR» know how to explain a PVR service in comparison to other cable services» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation




1. describe the PVR product2. explain the type of service a PVR provides to consumers3. compare and contrast the PVR product to other cable television services4. effectively apply high-impact openings during PVR outbound sales calls5. apply appropriate probing techniques specific to PVR during

customer interactions6. define the features of a PVR7. match the features of a PVR to their corresponding advantages and benefits8. apply brief product descriptions specific to a PVR during customer

interactions9. describe the unique selling points of a PVR

10. effectively sell against the competition while using a features, advantages and benefits chart

11. apply strategies to effectively overcome customer objections12. identify up-selling and/or transitional sales opportunities

RECOmmENdEd PREREQUISITE» Fundamental Selling

Skills








Demand









SellPrsVidRec0910

COURSE OUTLINE

1. Product Overview Describe the PVR product, explain the type of service a PVR provides to consumers and compare and contrast the PVR product to other cable television services

2. High-Impact Openings Effectively apply high-impact openings during PVR outbound sales calls

3. Interviewing Apply appropriate probing techniques specific to PVR during customer interactions

4. Creating Brief Product descriptions Apply brief product descriptions specific to a PVR during customer sales interactions

5. Features, Advantages, and Benefits Define the features of PVR and match the features to their corresponding advantages and benefits

6. Unique Selling Points Apply unique selling points of a PVR during a sales interaction

7. Selling Against the Competition Effectively sell against the competition while using a features, advantages and benefits chart

8. Closing and Overcoming Objections Describe the steps used to overcome customer objections and apply the steps effectively to overcome customer objections to purchasing the PVR product

9. Up-selling and Cross-selling Identify up-selling and/or transitional sales opportunities for a PVR




™

Selling VoIP and Digital Voice ServicesPart of the Customer Care Master Representative Certification Series

OVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell cable digital voice services against local and long distance telephone company services, and teaches the features and benefits of digital voice services along with the unique selling points that make this service stand out among competitors. This course contains many useful strategies and interactions that will help learners gain a better understanding of digital voice services and how to sell this service successfully.




» be prepared to describe the features, advantages and benefits of digital voice services» be able to answer basic technical questions about digital voice services» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation


» newly hired employees» employees working with telephony


1. answer basic technical questions about the way in which digital phone service is delivered

2. apply open and closed questions during the sale of digital phone service3. match the features of digital phone service to their corresponding

advantages and benefits4. appropriately position the benefits and unique selling points of digital phone

service to match customer needs and preferences5. create and apply brief product descriptions for digital phone service6. effectively position cable’s digital phone service offering against service

provided by traditional phone companies7. apply strategies to effectively manage and overcome common customer

objections to digital phone service


Skills





Internet» Selling High-Definition



Recorders









SellVoIPDigi0910

COURSE OUTLINE

1. Product Overview Identify the components necessary to deliver digital phone service and answer basic technical questions about the way in which phone services are delivered

2. High-Impact Openings Describe the three main components of a digital phone service high-impact opening and effectively apply high-impact openings during digital phone service door-to-door and outbound tele-sales calls

3. Interviewing Discriminate between open and closed questions during a digital phone sale and strategically apply open and closed questions during a digital phone sale

4. Creating Brief Product Descriptions Create and apply brief product descriptions specific to digital phone service

5. Features, Advantages and Benefits Matching the features of digital phone service to their corresponding advantages and benefits and appropriately position the benefits of digital phone service to customer needs

6. Unique Selling Points Appropriately position the unique selling points of digital phone service to match customer needs and preferences

7. Selling Against the Competition Effectively position cable’s digital phone service offering against service provided by traditional phone companies

8. Closing and Overcoming Objections Apply strategies to effectively manage and overcome common customer objections to digital phone service

9. Up-selling and Cross-selling Identify up-selling and/or transitional sales opportunities for additional cable services




™

Selling Digital Cable Part of the Customer Care Master Representative Certification Series

OVERVIEWThis course is intended to provide a complete set of skills needed to effectively sell digital cable against market competitors. Building upon the sales concepts presented in the Fundamental Selling Skills course, this course will teach the features and benefits of digital cable along with the unique selling points that make this service stand out among competitors. This course contains many useful strategies and interactions that will help learners gain a better understanding of digital cable and how to sell it successfully.




» understand digital cable service hardware, equipment and service package options

» be familiar with the features and corresponding advantages and benefits of digital cable

» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation




1. identify the basic differences between analog TV, standard definition TV and HDTV

2. articulate the benefits that customers achieve with digital cable television service using analog televisions, standard definition televisions and HD televisions

3. discuss digital cable television service’s tiered packaging concepts4. explain various hardware and equipment configuration options5. identify general television characteristics and how those characteristics

affect image quality6. describe the impact broadcast’s aspect ratio can have on the displayed image7. apply the three main components of a high-impact opening to sell digital

cable television services8. use high-impact openings to introduce digital cable television services9. apply unique selling points when presenting digital cable television services


Skills




» Selling High-Speed Internet

» Selling VoIP and Digital Voice Services

» Selling High-Definition Television

» Selling Video On Demand» Selling Personal Video

Recorders









SellDigiCable0910

10. match the features of digital cable television service to corresponding advantages and benefits11. correlate and present the benefits of digital cable television that respond to specific customer needs and preferences12. match the unique selling points of digital cable television with a customer’s needs, desires and viewing habits13. create and apply brief product descriptions of digital cable television service14. present the benefits of digital cable services over satellite services15. use the appropriate closing techniques based on a customer’s buying signs16. apply strategies to effectively manage and overcome common customer objections to digital cable television

service and close the sale17. identify up-selling and/or transitional sales opportunities for digital cable packages

COURSE OUTLINE


1. Product Overview Overview of digital television transmission emphasizing the implementation of digital cable television services and the technology that supports it, digital cable television service offerings and ways in which it is effectively marketed

2. High-Impact Openings Apply the three main components of a high-impact opening to sell digital cable television services, use high-impact opening to introduce digital cable television services and apply unique selling points when presenting digital cable television services

3. Interviewing Apply appropriate probing techniques specific to digital cable packages and services during customer interactions

4. Creating Brief Product Descriptions Create and apply brief product descriptions of digital cable television service

5. Features, Advantages and Benefits Match the features of digital cable television service to corresponding advantages and benefits, correlate and present the benefits of digital cable television that respond to specific customer needs and preferences

6. Unique Selling Points Match the unique selling points of digital cable television with a customer’s needs, desires and viewing habits

7. Selling Against the Competition Present the benefits of digital cable services over satellite services

8. Closing and Overcoming Objections Use the appropriate closing techniques based on a customer’s buying signs, apply strategies to effectively manage and overcome common customer objections to digital cable television service and close the sale

9. Up-selling and Cross-selling Identify up-selling and/or transitional sales opportunities for digital cable packages




™

Selling High-Speed Internet Part of the Customer Care Master Representative Certification Series

OVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell cable high-speed Internet against market competitors. It will teach the features and benefits of cable high-speed Internet, along with the unique selling points that make this service stand out among competitors. It contains many useful strategies and interactions that will help learners gain a better understanding of cable high-speed Internet and how to sell it successfully.




» understand the unique selling points of cable high-speed Internet service» receive credit toward Jones/NCTI® Customer Care Master Representative certification» receive an industry-recognized Jones/NCTI certificate of graduation


» newly hired employees» employees working with high-speed Internet service


1. describe the primary advantages of broadband technology2. identify the three main components of a high-impact opening3. compare and contrast cable high-speed Internet technology with other high-

speed Internet technologies4. given a situation, determine the most appropriate high-impact opening to use

to introduce high-speed Internet service5. describe how a trigger statement can be used to introduce high-speed

Internet service6. distinguish between open and closed questions7. identify the appropriate questions to determine if a customer’s computer

equipment meets the minimum requirements to support high-speed Internet service

8. compare and contrast features, advantages and benefits9. apply features, advantages and benefits to a given customers’ needs

10. apply brief product descriptions to the beginning of a high-speed Internet sales presentation

11. match the unique selling points of cable high-speed Internet with a customer’s needs

RECOmmENdEd PREREQUISITE» Fundamental Selling

Skills




» Selling Digital Cable» Selling VoIP and




Recorders









SellHSInter0910

12. present the benefits of cable high-speed Internet access during competitive sales calls13. use the appropriate closing technique based on a customer’s buying signs14. apply strategies to effectively manage and overcome common customer objections to cable high-speed Internet

service and close the sale15. create effective transition statements leading the customer from high-speed Internet service to purchasing

additional cable services

COURSE OUTLINE


1. Product Overview Describe the primary advantages of broadband technology and compare and contrast cable high-speed Internet technology with other high-speed Internet technologies

2. High-Impact Openings Given a situation, determine the most appropriate high-impact opening to use to introduce high-speed Internet service, identify the three main components of a high-impact opening and describe how a trigger statement can be used to introduce high-speed Internet service

3. Interviewing Distinguish between open and closed questions and identify the appropriate questions to determine if a customer’s computer equipment meets the minimum requirements to support high-speed Internet service

4. Creating Brief Product descriptions Apply brief product descriptions to the beginning of a high-speed Internet sales presentation

5. Features, Advantages and Benefits Compare, contrast and apply features, advantages, and benefits to a given customer’s needs

6. Unique Selling Points Match the unique selling points of cable high-speed Internet with a customer’s needs

7. Selling Against the Competition Present the benefits of cable high-speed Internet access during competitive sales calls

8. Closing and Overcoming Objections Use the appropriate closing technique based on a customer’s buying signs, apply strategies to effectively manage and overcome common customer objections to cable high-speed Internet service and close the sale

9. Up-selling and Cross-selling Create effective transition statements leading the customer from high-speed Internet service to purchasing additional cable services



General Education Courses

General...

Education Courses...



™

College Credits: 3

effective supervisionoVerVieW

Imperative for anyone with supervisory responsibilities, this course teaches how to organize and lead others competently and confidently within the broadband industry. By covering human resource challenges such as hiring needs and practices, appraisal, motivation, conflict resolution and stress management, students will learn the critical people skills necessary to function effectively in a supervisory role. Additionally, the course outlines how to develop leadership skills such as effective communication, problem solving, team building and decision making. Case studies apply these lessons to realistic situations within the broadband industry.




» effectively organize, motivate and lead a department» efficiently communicate and delegate to establish and achieve business goals» understand human resource methods and resolve personnel issues» earn three hours of college credit» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:» aspiring, new and experienced supervisors» frontline supervisors as well as mid-level or senior managers


1. identify the functions of the management process2. identify significant changes in the composition of the workforce and how they

affect the job of the supervisor3. describe the four ingredients of an MBO program4. explain how a supervisor can reduce business costs5. compare and contrast group vs. individual decision-making6. explain why an organization is centralized or decentralized7. identify key laws and regulations affecting human resources practices8. identify the three most popular sets of criteria supervisors appraise for

employee performance9. identify and define five personality characteristics relevant to understanding

employee performance at work10. describe the difference between a leader and a supervisor11. list the barriers to effective communication12. list the five basic techniques for resolving conflict


» Introduction to Business

» Introduction to Marketing

» Principles of Management









EffectSupervn0211

13. list the steps a supervisor can use to change negative employee attitudes14. describe OSHA and its impact on supervisors15. explain job safety problems

CoUrse oUtliNe


1. defining the supervisor’s Job Organizations and their levels, the management

process, changing expectations of supervisors, the transition from employee to supervisor, from concepts to skills and supervisor competencies

2. Understanding supervisory Challenges in the 21st Century

Global competitiveness, technology enhancements, working in a diverse organization, changing how business operates, thriving on chaos and the good and profitable organization

3. establishing goals What is formal planning, productivity, planning and

level in the organization, key planning guides and management by objectives

4. organizing an effective department What is organizing, basic organizing concepts,

organizing your employees and empowering others through delegation

5. Acquiring the right People Supervisors and the human resources department,

understanding Equal Employment Opportunity (EEO), determining staffing needs, from job descriptions to job specifications, recruiting candidates, employee selection and orientation and training and development

6. designing and implementing Controls The control process, types of controls and the focus of control

7. solving Problems and Making decisions The decision-making process, styles, decision tools,

ethics in decision making and group decision making

8. Motivating Your employees What is motivation, understanding individual differences, the early theories of motivation, contemporary theories of motivation, do employees really get what they expect, motivational challenges for today’s supervisors and designing motivating jobs

9. Providing effective leadership Understanding leadership, are you born to lead, how

do you become a leader, leadership behaviors and styles, effective leadership, contemporary leadership roles and leadership issues today

10. Communicating effectively What is communication, methods of communication,

barriers to effective communication, active listening and the importance of feedback skills

11. supervising groups and Work teams What is a group, why do people join groups,

understanding informal work groups, the increasing use of teams and team challenges for supervisors

12. Appraising employee Performance The purpose of employee performance appraisals, when should appraisals occur, your role in performance appraisals, legal issues in performance appraisals, appraising appropriate criteria, how do you gather performance data, performance appraisal methods, potential problems in performance appraisals and responding to performance problems

13. ensuring a safe and Healthy Work environment The occupational safety and health act, job safety programs, workplace violence, maintaining a healthy work environment, stress and helping the whole employee

14. Handling Conflict, Politics and Negotiation What is conflict, understanding organizational

politics and negotiation

15. dealing with Change and innovation Forces for change, two views on the change process

and work-related stress

16. the supervisor’s role in labor relations What is labor relations and a quick review of

labor relations

Postscript: Personal development The traditional career path, personal career development and some final words of wisdom




™

College Credits: 3

introduction to BusinessoVerVieW

Introduction to Business focuses on the critical business knowledge needed to succeed in the broadband industry. Combining broadband industry-specific case studies with textbook business theory, this course explores management, marketing, operations, accounting systems and finance. The student will also learn about ethics in the workplace, human resources, labor relations, managerial styles and strategies for improving job satisfaction and work performance. Students completing this course will be uniquely positioned to understand and manage the critical components of a broadband business.




» understand the fundamental principles that drive, affect and shape broadband businesses

» explain the relationship between marketing processes and consumer behavior» discuss the processes for developing and pricing products» understand how to manage human resources and labor relations» be better prepared to organize, motivate and lead a business group» earn three hours of college credit» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Technical and nontechnical leadership personnel who require industry and business knowledge for everyday decision making, including:

» financial decision makers» current managers» aspiring managers


1. explain the U.S. business system and how business is conducted2. discuss the global context of business3. discuss conducting business responsibly and ethically4. explain how to manage and organize a business5. explain entrepreneurship and the small business6. explain managing human resources and labor relations7. discuss motivating, satisfying and leading employees8. explain marketing processes and consumer behavior9. discuss pricing, promoting, developing and distributing products/services

10. discuss quality improvement and production management



Marketing» Principles of

Management









IntroBus0910

11. discuss accounting and information systems12. discuss money and banking13. discuss securities and investments

CoUrse oUtliNe


1. Understanding the U.s. Business system The concept of business and profit, the

external environment of business, economic systems, the economics of market systems and economic indicators

2. Business ethics and social responsibility Ethics in the workplace, social responsibility, areas

of social responsibility and implementing social responsibility programs

3. entrepreneurship, New Ventures and Business ownership

What is a small business, entrepreneurship, starting and operating a new business, trends, successes and failures in new ventures, non-corporate business ownership and corporations

4. the global Context of Business The contemporary global economy, international

business management and barriers to international trade

5. Business Management Who are managers, the management process, types

of managers, basic management skills, strategic management: setting goals, formulating strategy, contingency planning and crisis management, management and the corporate culture

6. organizing the Business What is organizational structure, the building

blocks of organizational structure, establishing the decision-making hierarchy, basic forms of organizational structure, and the informal organization.

7. operations Management and Quality What operations means today, creating value

through operations, business strategy as the driver of operations, operations planning, scheduling and control, quality improvement and Total Quality Management and adding value through supply chains

8. employee Behavior and Motivation Forms of employee behavior, individual differences

among employees, matching people and jobs, basic motivation concepts and theories, strategies and techniques for enhancing motivation

9. leadership and decision Making The nature of leadership, early approaches and

the situational approach to leadership, leadership through the eyes of followers, special issues in leadership, the changing nature and emerging issues in leadership and leadership, management and decision making

10. Human resource Management (HrM) and labor relations

The foundations of HRM, staffing the organization, developing the workforce, compensation and benefits, the legal context of HRM, new challenges in the changing workplace, dealing with organized labor and collective bargaining

11. Marketing Processes and Consumer Behavior What is marketing, target marketing and market

segmentation, understanding consumer behavior, organizational marketing and buying behavior, what is a product, developing new products, identifying products, the international marketing mix, small business and marketing mix

12. Pricing, distributing and Promoting Products Determining prices, pricing strategies and tactics,

the distribution mix, wholesaling, retailing, the ascent of the e-intermediary, physical distribution and the importance of promotion

13. information technology for Business IT impacts, building blocks, business resources,

information systems, harnessing the competitive power of IT, IT risks, threats and protection measures

14. the role of Accountants and Accounting information

What is accounting and who uses accounting information, who are accountants and what do they do, the accounting equation, financial statements, reporting standards and practices and bringing ethics into the accounting equation

15. Money and Banking What is money, the U.S. financial system, the

Federal Reserve System, the changing money, banking system, international banking and finance

16. securities and investments Securities market, stocks, bonds, mutual funds,

diversification and asset allocation, buying and selling securities and securities market regulation




™

College Credits: 3

introduction to MarketingoVerVieW

Introduction to Marketing explores the cornerstone concepts that influence customers’ buying habits. The course describes how broadband companies aim to understand consumers, develop marketing strategies, conduct research and analyze information to target and sell to key market segments. The curriculum combines textbook principles, workbook exercises, industry-specific case studies and real-life situations to show how to translate marketing theory to everyday business. Some of the topics covered include: creating marketing for new products, implementing pricing strategies, handling distribution channels, forming integrated marketing communications with advertising, sales promotion, public relations, personal selling and direct marketing.




» bring a customer-centric approach to business» understand the marketing components of today’s technology-driven businesses» apply marketing strategies and tactics to win, influence and retain customers» understand how to develop and implement successful marketing plans for new

and existing products» earn three hours of college credit» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Employees directly interacting with the customer or personnel needing a better understanding of what factors influence customer satisfaction, including:

» customer service personnel» sales staff» supervisory staff» programming managers» management » technical staff


1. define marketing and discuss its core concepts2. explain functional planning strategies and assess marketing’s role in strategic planning3. discuss how companies conduct e-commerce to profitably deliver more value to customers4. explain how changes in demographic and economic environments affect

marketing decisions5. explain how companies analyze and distribute marketing information




» Effective Supervision» Cable Network

Overview



» Highly illustrated and easyto read course materials






IntroMrktng0910

6. understand the consumer market, including the major factors that influence consumer buying behavior7. explain how companies identify market segments and choose a market-coverage strategy8. describe the roles of product and service branding, packaging, labeling and product support services9. explain how companies find and develop new product ideas

10. identify and explain the external and internal factors affecting a firm’s pricing decision11. explain how companies select, motivate and evaluate channel members12. explain the marketing decisions facing retailers and wholesalers13. describe and discuss the major decisions involved in developing an advertising program14. identify the major forms of direct marketing15. explain how companies adapt their marketing for international markets16. describe the principles of socially responsible marketing

CoUrse oUtliNe


1. Marketing: Managing Profitable Customer relationships What is marketing, understanding the marketplace and customer needs, designing a customer-driven marketing strategy, preparing a marketing plan and program, capturing value from customers and the new marketing landscape

2. Company and Marketing strategy: Partnering to Build Customer relationships Companywide strategic planning: defining marketing’s role, planning marketing, partnering to build customer relationships, marketing strategy and the marketing mix and managing the marketing effort

3. the Marketing environment The company’s microenvironment, the company’s macroenvironment and responding to the marketing environment

4. Managing Marketing information Assessing marketing information needs, developing marketing information, marketing research, analyzing marketing information, distributing and using marketing information other marketing information considerations

5. Consumer and Business Buyer Behavior Consumer markets and consumer buyer behavior, business markets and business buyer behavior

6. segmentation, targeting and Positioning: Building the right relationships with the right Customers Market segmentations, target marketing and positioning for competitive advantage

7. Product, services, and Branding strategy What is a product, product and service decisions, branding strategy, building strong brands, services marketing and additional product considerations

8. New-Product development and Product life-Cycle strategies New-product development strategy and product life-cycle strategies

9. Pricing: Understanding and Capturing Customer Value What is price, new-product pricing strategies, price-adjustment strategies, price changes and public policy and pricing

10. Marketing Channels and supply Chain Management The nature and importance of marketing channels, channel behavior and organization, channel design decisions, channel management decisions, public policy and distribution decisions and marketing logistics and supply chain management

11. retailing and Wholesaling Retailing and wholesaling

12. Communicating Customer Value: Advertising, sales Promotion and Public relations The promotion mix, integrated marketing communication, shaping the overall promotions mix, advertising, sales promotion and public relations

13. Communicating Customer Value: Personal selling and direct Marketing Personal selling, managing the sales force, the personal selling process and direct marketing

14. Marketing in the digital Age The digital age, marketing strategy in the digital age, e-marketing domains, marketing on the web and the promise and challenges of e-commerce

15. the global Marketplace Global marketing in the twenty-first century, looking at the global marketing environment, deciding whether to go international, deciding which markets to enter, deciding how to enter the market, deciding on the global marketing program and deciding on the global marketing organization

16. Marketing ethics and social responsibility Social criticisms of marketing, citizen and public actions to regulate marketing and business actions toward socially responsible marketing




™

College Credits: 3

Principles of Management oVerVieW

This course focuses on today’s global, technology-driven business environment, covering topics such as strategic planning and change management. It provides a detailed exploration of what is needed to develop a successful business in a multicultural environment: leadership, setting objectives, decision making, staffing, communication, motivation and organizing. Also, students will draw on management theory in order to apply the organizational concepts that are needed to function effectively as a manager today. The curriculum combines textbook principles with workbook exercises. Industry-specific case studies apply textbook theory to real-life situations.




» employ better decision-making and leadership skills» plan and implement organizational change » understand how to build and organize groups and teams» earn three hours of college credit» receive an industry-recognized Jones/NCTI® certificate of graduation

Ideal for:Technical and nontechnical leadership personnel throughout the organization, including:

» current managers» aspiring managers


1. develop a successful leadership style2. make better decisions affecting the organization3. properly motivate employees to work toward organizational goals4. recognize and address challenges related to multicultural business

environments5. establish effective leadership and business goals6. plan and manage change7. successfully build and lead teams8. improve decision making about staffing













PrncMngmt0211

CoUrse oUtliNe

1. Managing in the 21st Century What managers do, managing in an era of

competition and change, the future is now, foundations of modern management, classical and scientific management, the behavioral school of management, the quantitative school and toward a situational management theory and the future

2. Managing in a global environment Doing business abroad, the manager in an

international environment, the management team in a global business, the global manager and the process of international management

3. Managing in a Cultural and ethical environment What determines ethical behavior at work,

creating the right culture, managers and social responsibility and managing diversity

4. Making decisions Understanding decision making, how managers

make decisions, how to make better decisions and using groups to make better decisions

5. Planning and setting objectives The nature and purpose of planning, the

management planning process, how to set objectives, developing planning premises and planners in action

6. strategic Management The strategic management process, types of

strategies, creating strategic plans and strategic planning in practice

7. Fundamentals of organizing From planning to organizing, creating

departments, achieving coordination, delegating authority in organizations, tall and flat organizations and the span of control

8. designing organizations to Manage Change Moving beyond organic organizations, building

team-based structures, building network-based organizations, boundaryless organizations and federal-type organizations

9. staffing the organization Human resource management as a strategic partner, personnel planning and recruiting, selecting employees, orientation and training and other topics in human resource management

10. Being a leader What do leaders do, the foundations and traits of

leadership, how leaders act like leaders, situational theories of leadership and becoming a leader

11. Motivating employees today Need based approaches, process approaches,

learning and reinforcement approaches, motivation in action, how do you motivate today’s employees and what managers should know about individual behavior

12. Communicating in today’s organization A communication model, improving interpersonal

communication, organizational communication, improving organizational communication and communicating at the speed of thought

13. Managing groups and teams Employee involvement in teams, the building

blocks of groups, how companies use teams at work, how to build productive teams and leading productive teams

14. Managing organizational and Cultural Change The challenge of organizational change, an

eight-step process for leading organizational change, the leader’s role in organizational and cultural change, using organizational development to change an organization and conflict management techniques

15. Controlling and Building Commitment The role of control in the management process,

two approaches to maintaining control, traditional control systems, how people react to control and using commitment-based control systems




™

College Credits: 3

Business law and the legal environmentoVerVieW

Covering eight distinct areas of business-based legal practices, Business Law is a must for executives and management-level employees. The course teaches a practical approach to law that covers topics such as legal procedures and regulations, business transactions, employment and employee relations, contracts, property, business organization and sales. Business Law utilizes a textbook to detail the coverage of law pertaining to general business, and it provides extensive lists of up-to-date Internet resources. Accompanying exercises apply the concepts learned to a cable and broadband setting.




» understand critical elements of e-commerce contracts» recognize the importance of ethics and social responsibility» have a thorough understanding of the role of law in business» recognize how laws apply to a broadband and cable business environment» understand key aspects of how laws affect employees and employers» know the components of contractual obligations, how contracts are written and how they are applied in business» understand the makeup and roles of sole proprietorships, partnerships

and corporations» earn three hours of college credit» receive an industry recognized Jones/NCTI® certificate of graduation

Ideal for:Executive, management and supervisory personnel, including:

» business operations executives» general managers» human resource professionals» technical operations personnel» call center management













BusinessLaw0910

CoUrse oBJeCtiVes

Upon completing this course students will be able to:1. explain the meaning of law and give examples of the law in terms of rules and social conduct2. describe the effect of law on business and identify portions of the law which are considered to comprise Business Law3. explain the criteria necessary for a valid electronic contract4. distinguish between the federal and the state courts systems and identify the types of courts which make up each system5. distinguish between torts and crimes and identify the necessary components of criminal liability6. describe the nature of torts in a business context and define what is meant by negligence in tort liability7. describe the behaviors necessary to meet current ethical standards8. explain the laws governing equal opportunity to employees9. define the meaning of the term contract and identify the elements of a contract

10. define the term mutual assent and identify and describe methods by which an offer can be terminated11. define consideration and identify and discuss circumstances under which a court will enforce an agreement

despite absence of consideration12. define capacity and relate the concept of contractual capacity to the right of insane persons, intoxicated persons,

aliens and convicts13. define legality as it relates to contract law and identify special circumstances under which an illegal agreement

will be upheld14. define reality of consent, duress, undue influence and distinguish between fraud and misrepresentation15. describe the basic elements of a written contract16. distinguish between a condition and a promise and explain the intent of parole evidence17. explain the circumstances under which the court will or will not enforce the rights of third persons and examine

the criteria a court uses in determining the rights18. explain intellectual property and Internet law

CoUrse oUtliNe1. legal Heritage and Critical legal thinking

2. Constitutional law for Business and online Commerce

3. traditional, Alternative and e-Commerce dispute resolution

4. torts and Privacy

5. Business and Cyber Crimes

6. ethics and social responsibility of Business

7. Contracts: Classification, Agreement and Consideration

8. Contract: Capacity, legality, Assent and Writing

9. Contracts: third-Party rights, Performance, Breach and remedies

10. sales and lease Contracts: Formation, title and risk

11. sales and lease Contracts: Performance and Breach

12. Warranties, Product liability and Consumer Protection

13. e-Commerce Contracts

14. sole Proprietorships, Partnerships and limited liability Companies

15. Corporations

16. Agency and employment

17. equal opportunity in employment

18. intellectual Property and internet law

19. real Property and environmental Protection

20. Personal Property, Bailments and insurance



College Credits: 3introduction to PC ApplicationsIntroduction to PC Applications teaches the basics of computer use while also providing a thorough understanding of application suite software. The course covers Microsoft Office, the most common suite of software applications found in the business environment. By completing a series of tutorial exercises, the student will learn how to use Word, Excel, Access and PowerPoint. The course also demonstrates how specific functions can be shared by these applications. While part of Introduction to PC Applications is online, the course also contains a textbook that can serve as an ongoing reference tool for the student.

Delivery Options:1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments.

4 This course contains a CD-ROM.

Completion Time:This is a ten week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates.

Visit www.jonesncti.com/p-121-introduction-to-pc-applications.aspx for the complete course description.




Marketing» Principles of

Management» Business Law and the

Legal Environment

stress ManagementWork related stress has an enormous impact on job performance and health. Stress Management, a Web Classroom course, is an invaluable resource that teaches working professionals how to better manage and minimize the impact of stress. The course helps people understand how to identify and minimize the negative physiological, emotional and behavioral impact of stress. It also shows how to recognize stress related symptoms and the skills and techniques needed to apply to handle stress. In particular, it provides specific information on how to best manage anger in the workplace. It also demonstrates the relationship between stress and issues such as time management, attitude, assertiveness, exercise and nutrition. Those completing this course will be better able to identify and cope with rising levels of stress and, in turn, maximize their effectiveness on the job.

Delivery Options:1 Web Classroom: Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments.


Visit www.jonesncti.com/p-122-stress-management.aspx for the complete course description.



» Customer Service for Technicians

» Business Writing» Effective Supervision

College Credits: 3

WeB ClAssrooM CoUrses

™



™

College Credits: 3technical WritingStudents in the Technical Writing course will develop skills that can be applied to a variety of technical documents. The course focuses on the principles for organizing, writing and revising clear, readable documents for industry, business and government.


Completion Time:This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates.

Visit www.jonesncti.com/p-130-technical-writing.aspx for the complete course description.


» Business Writing» Time Management» Introduction to


Marketing

technical MathematicsTechnical Mathematics covers material designed for career technical or general studies for students who need to study particular mathematical topics. Topics will include measurement, algebra, geometry, trigonometry, graphs and finance. These are presented on an introductory level and the emphasis is on applications.



Visit www.jonesncti.com/p-131-technical-mathematics.aspx for the complete course description.


» College Algebra» English Composition» Introduction to PC

Applications» Introduction to

Business

College Credits: 4



™

College Credits: 3Cultural diversity in BusinessCultural Diversity in Business is the business person’s guide to cultural, travel and information resource needs in the international arena. The course also covers specifics in negotiation, communication (verbal and nonverbal), networking and understanding what individual countries’ needs are as to business culture.



Visit www.jonesncti.com/p-137-cultural-diversity-in-business.aspx for the complete course description.


» Intercultural Communications

» Effective Supervision» Principles of

Management» Interpersonal

Communication

College Credits: 1Business WritingBusiness Writing focuses on specific business writing processes needed to produce business memos, email, good and bad news messages, reports, graphics in writing, electronic presentations and proofreading.



Visit www.jonesncti.com/p-123-business-writing.aspx for the complete course description.




» Principals of Management


College Credits: 1time ManagementTime Management provides students with the conceptual knowledge and tools to make better use of their time in the management function.



Visit www.jonesncti.com/p-138-time-management.aspx for the complete course description.



Management » Introduction to

Business» Interpersonal

Communication



™

intercultural CommunicationsIntercultural Communications explores the link between culture and communication and will enhance communication skills and the abilities appropriate to a multicultural society. Emphasis will be on understanding diversity within and across cultures. Relevant concepts include perception, worldview, context, ethics, language and nonverbal communication.



Visit www.jonesncti.com/p-133-intercultural-communication.aspx for the complete course description.


» Cultural Diversity in Business


Management» Interpersonal

Communications

College Credits: 3

College Credits: 3interpersonal CommunicationInterpersonal Communication examines the communication involved in interpersonal relationships occurring in family, social and career situations. Relevant concepts include self-concept, perception, listening, nonverbal communication and conflict.



Visit www.jonesncti.com/p-132-interpersonal-communication.aspx for the complete course description.


» Intercultural Communication


» Principles of Supervision» Cultural Diversity in

Business» Stress Management



™

Business Communication and report WritingBusiness Communication and Report Writing emphasizes effective business writing and covers letters, memoranda, reports, application letters and resumes. Includes the fundamentals of business communication and an introduction to international communication



Visit ww.jonesncti.com/p-140-business-communication-report-writing.aspx for the complete course description.


» Technical Writing

» Cultural Diversity in Business

» Business Law

» Intro to Business

» Principles of Supervision

College Credits: 3

College Credits: 3Consumer BehaviorConsumer Behavior enables the student to understand the variables that affect consumer behavior in the marketplace and the implications of this knowledge for marketing decisions and strategies.



Visit www.jonesncti.com/p-134-consumer-behavior.aspx for the complete course description.


» Principles of Sales » Negotiation and Conflict

Resolution» High Speed Data

Customer Service» Understanding

Broadband Technology» Broadband Cable

Overview



™

College Credits: 3Negotiation and Conflict resolutionNegotiation and Conflict Resolution presents proper techniques in negotiation and conflict resolution. Key practices that determine successful negotiation are explored. This course covers principles of conflict resolution including business policies, accepted business practices contracts, labor union contracts, pay raises and starting salaries.



Visit www.jonesncti.com/p-141-negotiation-conflict-resolution.aspx for the complete course description.


» Interpersonal Communication

» Stress Management» Cultural Diversity in

Business» Business

Communication and Report Writing

» Customer Service

Principles of salesPrinciples of Sales enables the student to understand and develop ethical sales techniques and covers the role of selling in the marketing process. Areas of emphasis include behavioral considerations in the buying and selling process and sales techniques.



Visit www.jonesncti.com/p-139-principles-of-sales.aspx for the complete course description.


» Customer Service» Legal Environment of

Business» Intercultural

Communication» Principles of Marketing

College Credits: 3

College Program Enrollment ApplicationEffective January 1, 2011. Tuition pricing subject to change.

This form may be photocopied.

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COPRO-11/10

For online courses, p lease visit https://www.jonesncti.com/t-faqs.aspx for important information on computer hardware/software requirements and student-to-student transfer and extension limitations.

Web Classroom: Learning takes place in an online classroom with an instructor and will include homework activities and weekly assignments. Internet connectivity is required to complete this course.

Online/Paper Blend: Learning is a combination of online and textbook activities. Internet connectivity is required to complete this course.*Canada add $15 per course for shipping

International (outside U.S. & Canada) add $50 per course

Web Classroom Courses Introduction to PC Applications $685 51Stress Management $685 51Technical Writing $685 51Technical Mathematics $800 51Cultural Diversity in Business $685 51Business Writing $515 514Time Management $515 51Intercultural Communications $685 51Interpersonal Communication $685 51Business Communication and Report Writing $685 51Consumer Behavior $685 51Negotiation and Conflict Resolution $685 51Principles of Sales $685 51

SYMBOL KEY

5College Credit

Available

1Web Classroom

Course

3Online/Paper

Blend*

4 CD ROM Included

* All lesson exams and final exams are taken online

General eduCation Courses Effective Supervision $685 53Introduction to Business $685 53Introduction to Marketing $685 53Principles of Management $685 53Business Law and the Legal Environment $685 53

Enrollment ApplicationEffective May 1, 2011. Tuition pricing subject to change.

This form may be photocopied.

Full Legal Name ____________________________________________ Student Acct. # (If assigned) _______________________________

Title ______________________________ _____________________________________ Birth Date _______________________________________

Work Phone _______________________ Home Phone ____________________ Email _________________________________________

Home Address ________________________________________________________________________________________________________


❏ I do not wish to receive promotional communication from Jones/NCTI, Inc. ❏ I agree and consent to the disclosure of (1) my personal information provided to Jones/NCTI, (2) my assessment results, as

well as related information and correspondence (e.g., testing sites and dates), and (3) course enrollment information (e.g., course start and end dates, course status and course score) received through all Jones/NCTI programs and courses to authorized representatives of the following parties: (a) Jones/NCTI; (b) my current employer/contracting agency; (c) prospective future employers/contracting agencies; and (d) various MSOs that are participating in such Jones/NCTI programs.

❏ I agree to be bound by the Jones/NCTI Terms of Use and Privacy Policy available at www.jonesncti.com.

Student Signature __________________________________________________ Date _________________________________________

Course and reports will be sent to: System/Business Name _____________________________________________________________

Jones/NCTI Training Coordinator Name ___________________________________________ Title _____________________________

Street Address for FedEx _________________________________________________ Email ___________________________________


Phone _____________________________ Ext. ______________ Fax ________________________________________________________

Section 1: Company Information

Section 2: Student Information

Check: Amount of Enclosed Check $ __________________________ *Canada add $15 per course for shipping

Credit Card: Credit Card Type ❏ MC ❏ VISA ❏ AMEX International (outside U.S. & Canada) add $50 per course

Credit Card Number _________________________________ Expiration Date ____________ Amount to Charge ________________

Name as it Appears on Card __________________________________ Cardholder Signature __________________________________

Section 4: Payment Information*

(Cannot be the same as student)

System I.D. _____________________ Check Number ___________________ Amount _________________ Date _______________________

Please note, your course may carry an updated Course Policy. Login to your course at jonesncti.com and at the course introduction page, click “Course Policy” to read your Course Policy details.

Jones/NCTI,® Inc. 9697 East Mineral Avenue • Centennial, CO 80112 USA • Phone: 303.797.9393 • Fax: 303.797.9394 • www.jonesncti.com

For Jones/NCTI Use

Section 3: Program and Course Information

Courses Purchased Delivery Options * Quantity Price

_____________________________________ ________ $ ___________

_____________________________________ ________ $ ___________

_____________________________________ ________ $ ___________

_____________________________________ ________ $ ___________

Total ________ $ ___________

Authorized Signature ________________________________________________ Date _________________________________________

If transfer, transferring from: Student Name _____________________ Student Number _______________________

PLEASE PRINT CLEARLY

ALL FIELDS REQUIRED

ALL FIELDS REQUIRED

(Not your SSN#)

*please see back side of application for availability

Online Only

❏

❏

❏

❏

Blended

❏

❏

❏

❏

Paper-Based

❏

❏

❏

❏

www.jonesncti.com

GENAP-0112

For online courses, p lease visit https://www.jonesncti.com/t-faqs.aspx for important information on computer hardware/software requirements and student-to-student transfer and extension limitations.

SYMBOL KEY

Online Only: All learning, lessons and final exams are delivered and taken online. Internet connectivity is required to complete this course.

Blended: Learning is a combination of online and textbook activities. Internet connectivity is required to complete this course.

Paper Based: Learning takes place using a textbook. Lesson and final exams are taken online. Internet connectivity is recommended for exams.

DELIVERY

OPTIONS

Account Rep

Master Account Rep

Master Sales Rep

Master Technical Services Rep

Master High-Speed Data Rep

Operations Center Rep

Master Network Ops. Center Rep

SYMBOL KEY

4DVD Included

5College Credit

Available

6Master Technician

7Master Technician

Customer Premises

8Master Technician

HFC Networks

9Senior Master

Technician

DVD

AR

MAR (

MSR (

MTSR (

OCR (

MHDSR(MNOCR(

Canada add $15 per course for shipping. International (outside U.S. & Canada) add $50 per course.

PaperBasedBlended

OnlineOnly

(

TechnicalQuick Start Installer $260 Installer $520 5679Installer (with Resource Guide) $645 5679 TechSELLence $100General Safety $260 Customer Service for Technicians $365Broadband Digital Installer $520 579 (Note 1) Troubleshooting Advanced Services $470 579 (Note 1)

Computers & Broadband Modems $520 579 (Note 1)

IP Voice $365Installing SMB Telecom Service $470High Speed Data Installation $260 Installer Technician $675 5679Telephone Home Wiring $365 Consumer Digital Electronics $365 Service Technician $675 5689Return Path Operations $365 789Spanish Return Path Operations $365 789Digital Technician $520 5Fiber Installation & Activation $575 54689System Technician $675 5689Fiber Testing & Maintenance $575 54689Advanced Technician $675 5689Broadband HFC Network Testing and Measurements $625Understanding Voice & Data Networks $520 59 (Note 1)

Exploring Wireless Technologies $415Networking Technician Package Introduction to Networking: Home and $415 Peer-to-Peer Networks Introduction to Networking: Local Area Networks $415 Introduction to Networking: Wide Area Networks $415 Internetworking with TCP/IP $415 Introduction to Networking: Wireless $415

cusTomer managemenT & supporTExcellence in Customer Service $415 5Cable Network Overview $310 5Delivering Cable Services $470 5Digital Voice Customer Care: Overview $310Customer Service Through Troubleshooting $260Basic Broadband Troubleshooting $520 5High-Speed Data Customer Service $470 5Advanced High-Speed Data Customer Service $575 5 Operations Center Technical Support I $520 Operations Center Technical Support II $675 Operations Center Technical Support III $675Fundamental Selling Skills $195Selling Against DBS Providers $145Selling Against DSL Providers $145Selling High Definition Television $145Selling Video On Demand $145Selling Personal Video Recorders $145Selling VoIP and Digital Voice $145Selling Digital Cable $145Selling High Speed Internet $145

general educaTionEffective Supervision $685 5Introduction to Business $685 5Introduction to Marketing $685 5Principles of Management $685 5Business Law and the Legal Environment $685 5

DVD

DVD

Note 1: College credit applicable to AGS degree-seeking students prior to 2010 only

MAR (

MAR (

MSR (

MSR (

MSR (

MSR (

MSR (

MSR (

MSR (

MSR (

MTSR (

MTSR (

MTSR (

MTSR (

MHSDR(

MHSDR(

MHSDR(

OCR (

OCR (

OCR (

MNOCR(

MNOCR(

MNOCR(

MNOCR(

AR ( MAR ( MNOCR(MSR (

AR ( MAR ( MTSR (MHSDR(MNOCR(MSR (

AR ( MAR ( MTSR (MHSDR(MNOCR(MSR (

MTSR ( MHSDR(

MTSR (

jones-ncti course catalog

Documents