Subject: RE: What to focus next week for the Indian team (from now on called APAC team -
From: Andrés Figueroa (AFIG) <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: saurabh <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Sun, 19 Apr 2020 08:54:14 +0000

Thank you Pritish,
Do you have any status about agents watching the videos?

From: Pritish Nandi [mailto:[email-masked]]
Sent: 19. april 2020 06:54
To: Andrés Figueroa (AFIG) <[email-masked]>
Cc: saurabh <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>
Subject: Re: What to focus next week for the Indian team (from now on called APAC team -

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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]<mailto:[email-masked]>>
To: "saurabh" <[email-masked]<mailto:[email-masked]>>
Cc: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>, "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[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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