Avaya Site Administration Reference Release 3.1 Manual de usuario descargar pdf (Pagina 50)

Avaya Site Administration Reference

9. Provide post-training reinforcement.

Without a means of reinforcing their learning, end-users will not retain training concepts.

It's important to provide handouts and job aids to which participants may refer after

returning to their jobs. Wallet-size guides work well for this purpose. Ideally, these

handouts should be customized to cover only the features that are on the end-users'

phones.

Communicating with end users

Efficient communication is key to the success of your organization, and the phone system

may be the single most important communications vehicle. Effective communication with

end-users has two main components:

Establish standard communication procedures

Standardized communication procedures can save employees and system administrators

time and effort. Use standard screens for end-users to report problems and change

requests. Use preprinted or commonly accessible electronic screens to the extent

possible.

Provide end-users with a checklist of information that is required to complete the different

types of request and report screens.

You should also set up a communication channel (for example, e-mail, a network

connection, Help Line, messaging system mailbox, or document sharing) to handle end-

user questions and problems. Follow these guidelines when setting up a Help Line or

messaging system mailbox:

 make the number easy to remember

 publicize the number

 determine staffing required

 provide suitable coverage, if applicable

 predict and track the volume of traffic

 regularly evaluate service success

Identify important information and distribute it to company employees

Well-informed employees are more productive and efficient. Therefore it is important to

keep your employees informed about organizational news and policies. The information

of which employees should be apprised includes:

 organizational policy regarding personal phone use

 efficient ways to make outside calls

 identity of the system administrator

 instructions for requesting help and reporting problems

 security reminders

 emergency instructions in case of fire or bomb threat

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Avaya Site Administration Reference Release 3.1 Manual de usuario Pagina 50