Subject: Re: What to focus next week for the Indian team (from now on called APAC team -
From: Pritish Nandi <[email-masked]>
To: AFIG <[email-masked]>
Cc: saurabh <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>
Date: Sat, 18 Apr 2020 21:54:29 -0700 (MST)

Dear Andrés, 

Thank you for your email. 

I think the most important modules would be Dect, Bluetooth, SDW and wired connections. The team would like to go through the below. However, having said that we would like the trainers ask us more questions and show us real time scenarios to understand different situation better. 

Also, we would like different exercise, like doing test tickets based on scenarios, if that is possible. 

MODULE 3 
MODULE 4 
MODULE 6 
MODULE 7 

In case the team feels that they would need some additional details, they would be able ask the question on the spot. 

Regards, 
Pritish 

From: "AFIG" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Sunday, April 19, 2020 1:50:01 AM 
Subject: What to focus next week for the Indian team (from now on called APAC team - 

Hi, 

I would like to hear what the Indian team would like to go through Monday 

Here are the modules we have taught you. 

Please mark the ones you would like to go through again. 

	

ANDRES 	

Department vision and goals 

	

The mind of a Supporter 

	

Ambission and reward 

	

Customers and competition 

	

Beyond Frontiers 

Module 0 	

Internal routines, locations and accesses 

	

Introduction to Gaming 

	

Introduction to Enterprise 

	

Introduction to internal tools 

	

Introduction to Quality and Warranty 

MODULE 1 	

Company Introduction- History and Heritage 

	

Brands, Product lines and software 

	

Strategic Alliance partners 

	

Global Setup 

	

Global Support and Services 

MODULE 2 	

Enterprise products overview 

	

Bluetooth Products 

	

DECT Products 

	

Wired Products 

	

Speakerphones 

MODULE 3 	

Bluetooth technology 

	

Pairing behaviour 

	

BTD 800 

	

PRESENCE / MB Pro 

	

ADAPT 300/400/500/600 

MODULE 4 	

DECT Products 

	

Cal Control 

	

IMPACT SD, Office, Pro Style 

	

IMPACT SDW 

	

Troubleshooting steps and procedures 

MODULE 5 	

Strategic Alliances 

	

Interoperability 

	

EPOS Software 

	

Strategic Alliances Partners 

	

Firmware 

MODULE 6 	

Cables Overview 

	

RJ9-10 Plug/ Telephony Plugs /ED 

	

IMPACT 100,200 and 600 series 

	

Universal Interface box 

	

Troubleshooting steps and procedures 

MODULE 7 	

IMPACT 5000 Specifications 

	

IMPCAT 5000 Features 

	

IMPCAT 5000 Accessories 

	

IMPCAT 5000 Connection 

	

IMPCAT 5000 Settings and call handling 

MODULE 8 	

HSUP 

	

HSUP Freeware introduction 

	

Installing 

	

Features 

	

HSUP Manager Introduction 

	

Web client 

MODULE 9 	

Zendesk & Jira 

	

Principles of Issues Handling 

	

Knowledge base & Knowledge Capture 

	

Compatibility Guide 

MODULE 10 	

Type of equipment in the Lab 

	

Usage 

	

Compatibility Guide 

	

Compatibility Guide Backend 

	

Testing procedures 

MODULE 11 	

Quality cases 

	

Jira 

	

R&D 

	

Service release roadmap 

	

Hands on with Jira 

MODULE 12 	

Communication etiquette 

	

Written communication 

	

General writing guidelines 

	

Verbal communication 

	

Phone calls 

MODULE 13 	

Gaming Analog headsets 

	

Digital headsets 

	

Amplifiers 

	

Gaming Suite 

	

Updater and Surround dongle 

Best regards, 

Andrés Figueroa 
Head of Global Support & Service 
+45 5618 0303 

Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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