What’s NewinThis Document?
Type of Change / Page/Topic Modified
VoIP information added /
  • Appendix A created

‘Recommended reading’ added /
  • Added details of a book entitled ‘The Synchronous Trainer’s Survival Guide’ to page 2

Added details on how to change the Genesys interface into one of seven other languages /
  • Added details to page 3

©2006 Amadeus s.a.s
All Rights Reserved.
Edition2
Published by:
Amadeus Learning Services
August 2006
Chapter 1Chapter 1Before You Start

Table of Contents

Before You Start

Audience

Where Do I Go For Help?

Recommended Reading

Changing the Genesys Interface

Chapter 1

Scheduling a Virtual Classroom Training Session

What Happens Next?

Viewing Registered Participants

Rescheduling a Virtual Classroom Training Session

Canceling a Virtual Classroom Training Session

Inviting Other Participants

Uploading Resources

Uploading Presentations

Uploading Images

Uploading Files

Creating Polls, Surveys, Quizzes

Creating Polls

Creating Surveys

Creating Quizzes

Chapter 2

Conducting a Virtual Classroom Training Session

Pre-course Checklist

Starting Your Virtual Classroom Training Session

Synchronizing Participants

Technical Support

Sharing an Application

Transferring Files to Participants

Closing Your Training Session

Chapter 3

Recording a Training Session

Recording the Session

Playing Back a Recorded Session

Chapter 4

Best Practices

Appendix A

VoIP

Installing the VoIP SoftPhone

Activating the VoIP Softphone

Using the VoIP Softphone - Moderator

Using the VoIP Softphone - Participant

Index

© 2006 Amadeus s.a.s - All rights reserved / 1
Chapter 1Chapter 1Before You Start
© 2006 Amadeus s.a.s - All rights reserved / 1
Chapter 1Chapter 1Before You Start

Before You Start

This user guide explains how to schedule and conduct a virtual classroom training session using Genesys Meeting Centre. It also contains a list of best practices.

Audience

This document is intended for use by anyone using the Genesys tool to provide virtual classroom training.

Where Do I Go For Help?

If you need functional or technical help, you can either:

  • Consult the Genesys Online Help
  • Contact Genesys Customer Service either via email or telephone.
Online Help

To display the Help window, click on Help as shown in the screen capture below. In the Help window that appears, you can search by keyword, or consult the contents or the glossary.

Technical Support via Telephone

For technical support during your training session, dial *10*.

For technical support outside of your training session, dial one of the following:

  • North & South America: 1-866436 3797
  • Asia: +65 6235 5168
  • Europe Middle East & Africa: +44 (0)20 8288 4433
Technical Support via Email

To send an email to the Genesys Customer Service:

  1. Click on the Email Customer Service link encircled in the screen capture below.
  2. From the Type of Comment drop-down list, select the relevant option.
  3. Enter your question in the text box provided.
  4. Click on Send.

Recommended Reading

For excellent advice on how to deliver successful virtual classroom training, we strongly recommend that you read The Synchronous Trainer’s Survival Guide by Jennifer Hofmann which you can order via

Changing the Genesys Interface

The Genesys interface is available in the following languages:

  1. English
  2. Dutch
  3. French
  4. German
  5. Italian
  6. Spanish
  7. Swedish

To change the Genesys interface to one of the above languages:

  1. Open Microsoft Internet Explorer.
  2. Click on the Tools menu, then click on Internet Options.
  3. Click on . The following window appears:

  1. If your preferred language is not listed above, click on , select the language from the list that appears, then click on OK.
  2. In the Language Preference window, click on your preferred language, then click on until your language appears at the top of the list.
  3. Click on OK to confirm, then click on OK to close the Internet Options window.
  4. To refresh your window, click on the View menu, then click on Refresh.

Note: If you follow this procedure after you logged in to Genesys, you will need to log out, then log in again to display the interface in your preferred language.

© 2006 Amadeus s.a.s - All rights reserved / 1
Chapter 1 Scheduling a Virtual Classroom Training Session

Chapter 1

Scheduling a Virtual Classroom TrainingSession

To schedule a virtual classroom training session:

  1. Go to
  1. Under ‘Amadeus Training Center’, click on ‘Moderator Login’.
  2. Enter your Meeting Number and PIN.
  3. Click on Log In.
  4. Click on the Schedule a Meeting button. The following window appears:

  1. In the Meeting Topic field, enter the title of the training.
  2. From the Meeting Start Date/Time drop-down lists, select the date and time that your training course will start.
  3. From the Meeting Duration drop-down list, select the approximate duration of the training.

Note: You only need to select an approximate time; the session in Genesys will remain active even if your training course lasts longer than the time that you specify here.

  1. Click on the Step 2: Participants tab.

  1. You can add participants to the invitation either by:
  • Selecting their names from the Meeting Center Contacts drop-down list as shown above. For each participant, click on their name, then click on Add >.
  • Creating a miniprofile for the participants if they are not yet listed in the Meeting Center Contacts list. See below for details.

Creating a Mini Profile

  1. Click on the Add New… button.
  1. In the window that appears, enter the first name, last name, and email address. Select the appropriate country from the drop-down list, and enter at least one telephone number for the participant.
  2. Click on Save to Online Address Book.
  3. From the drop-down list, click on Meeting Center Contactsas shown below.
  4. Click on the name of the participant in the list of contacts that appear.
  5. Click on Add >.
  6. Repeat the procedure above to add your own name to the list of participants so that you receive a copy of allemails sent to the participants.
  1. Click on the Step 3: Invitations tab.
  1. In the text box, enter details on how to accept the invitation, the browser test and how to join the session. Here is a suggestion:

Hello,

You have been invited to the (Training Course Name). To accept or decline the invitation, pleaseclick on the relevant option below.

If you accept the invitation, you will receive another email within a few minutes with details on how to access the session, and a link to test your browser.

At least two days before the session,please click on the ‘Test your browser’ link. If the test fails, follow the instructions thatappear. If the test still fails, please send an emailto (Your Support Email Address).

At least 15 minutes before thesession starts on (Date), follow the Web and Audio steps below.
Note: For the audio part, first dial the telephone number of the country or city closest to you, then enter the meeting number *(Your Meeting Number)*.

We look forward to your participation in this training!

(Your Name)

  1. If you would like Genesys to send your customers an automatic reminder, click on the check box beside Send Email Reminder, and select the appropriate option from the drop-down list (we suggest 5 days).

A second reminder can also be sent; click on the check box beside Send Second Email Reminder, and select the appropriate option from the drop-down list (we suggest 1 day).

  1. Click on the check box beside Ask Participants to Accept or Decline Invitation.
  2. Click on Preview Invitation to verify that the details are correct.
  3. Click on the Step 5: Resources tab.
  1. From the drop-down list beside Pre-load this Image, click on the image that you would like to display to the participants during the training course, for example, a photograph of you. The image will appear in the top left corner of the participants’ screen.
  2. Click on Finish.

The invitation is sent to each of the participants. Click on View as shown below to verify that the invitations have been sent correctly.

What Happens Next?

Once you have sent an invitation to the participants, the following steps occur:

  1. Your participants will receive an email invitation asking them to accept or decline the invitation (see below).
  1. If they click on Accept, a window appears in which they can enter a message if necessary.

  1. A few minutes after they click on Accept Invitation, they will automatically get another email with details on how to access the session, and a link to a browser testsimilar to the one below.
  1. If you selected the option to send automatic email reminders, your participants will receive a reminder email before the training.

Viewing Registered Participants

To see how many people are registered in your virtual classroom training session:

  1. In the Conference Manager, click on Meetings.
  1. Click on View as shown below.

Rescheduling a Virtual Classroom Training Session

To reschedule yourvirtual classroom training session:

  1. In the Conference Manager, click on Meetings.
  2. Click on Edit.
  1. In the Step 1:Date and Duration tab, change the date.
  2. In the Step 3: Invitations tab, enter a message explaining that the training has been rescheduled.
  3. Click on Finish.

A new invitation will be sent to all participants.

Canceling a Virtual Classroom Training Session

To cancelyourvirtual classroom training session:

  1. In the Conference Manager, click on Meetings:
  1. Click on the check box beside the course that you want to cancel.
  2. Click on Delete.
  3. In the text box that appears, add a message if necessary. An email similar to the one below will be sent to all participants informing them that the course has been canceled.

Inviting Other Participants

To invite another participant after you have sent the initial invitation:

  1. In the Conference Manager, click on Meetings.
  1. Click on Edit beside the appropriate training course.
  1. Click on the Step 2:Participants tab.
  2. Either from the Global Address Book or your Meeting Center Contacts, click on the person that you want to invite.
  3. Click on Add >.
  4. Click on Finish.

The invitation is sent to the participant.

Uploading Resources

Uploading Presentations

To upload presentations to the Genesys server to display during your training:

  1. In the Conference Manager window, click on Resources/Presentations in the panel on the left-hand side.
  2. Click on Upload a Presentation.
  3. In the Presentation Name field, enter a brief name for your presentation.
  4. Click on Browse to find the file.
  5. When you have found the file, click on Open.
  6. Select all screen resolutions by dragging your mouse over each resolution listed below:
  1. Click on Upload Presentation.

Note: You may be asked if you would like to download Enhanched Publisher; if so, we strongly recommend that you do so to ensure good quality presentation slides.

Uploading Images

To upload images (such as a photograph of yourself) to the Genesys server to display them during the training course:

  1. In the Conference Manager window, click on Resources/Images in the panel on the left-hand side.
  1. Click on Upload Image.
  2. Click on Browse to find the file.
  3. Click on Upload.

Uploading Files

To upload files to the Genesys server to transfer to the participants during the training course:

  1. In the Conference Manager window, click on Resources/Files in the panel on the left-hand side.
  2. Click on Upload File.
  3. Click on Browse to find the file.
  4. Click on Upload.

Creating Polls, Surveys, Quizzes

Polls are an effective way to quickly survey your participants during the training.

Surveys can be used before, during and after the training to gather information and feedback from your participants.

Quizzes can be used before, during and after the training to test your participants' previous knowledge about a subject or retention of knowledge from the training.

Note:

Although you can delete a poll, survey or quiz, you cannot edit them. If you need to make changes, you need to delete the original and create a new one.

Once you have created a poll, quiz or survey, you can use them during any training session. However, they cannot be shared with other moderators; instead, each moderator will have to create their own.

Creating Polls

To create a poll:

  1. In the Conference Manager window, click on Resources/Polling in the panel on the left-hand side.
  2. Click on Create New Poll.
  3. Complete the screen as required.
  4. Click on Save.

Creating Surveys

To create a survey:

  1. In the Conference Manager window, click on Resources/Surveys in the panel on the left-hand side.
  2. Click on Create New Survey.
  3. Complete the screen as required.
  4. Click on Save.

Here is an example of the questions that we include in a survey to evaluate our sessions:

Example Survey Questions:

  1. The knowledge and skills I have gained from this course are applicable to my job.
  2. The information was presented in a logical order.
  3. The trainer demonstrated knowledge of the product.
  4. The trainer responded effectively to my questions.
  5. Virtual classroom training is an effective way to learn.
  6. I would recommend virtual classroom training to my colleagues.
  7. Overall, I feel this was a positive learning experience.
  8. Other comments or suggestions:

Creating Quizzes

To create a quiz:

  1. In the Conference Manager window, click on Resources/Quizzes in the panel on the left-hand side.
  2. Click on Create New Quiz.
  3. Complete the screen as required.
  1. Click on Save.

© 2006 Amadeus s.a.s - All rights reserved / 1
Chapter 2 Conducting a Virtual Classroom Training Session

Chapter 2

Conducting a Virtual Classroom Training Session

Pre-course Checklist

Before conducting a virtual classroom training session, we recommend that you prepare the following:

  • Reserve the room and ensure all resources are available.Ideally, the room should include the following:
  1. Two PCs (one to see the Moderator view, and the other to see the Participants’ view). Of course it is possible to conduct a session with one PC, but your session will be far more effective with two.
  2. A headset with a microphone (to avoid holding the telephone receiver for the duration of the training).
  3. An extra phone is also advisable in case you need technical assistance.
  • If you are conducting the training with another trainer, ensure that you are both aware of who will do what.
  • Check with your administration team that all participants are correctly registered and have received full details of how to access and participate in the session.
  • Have a rehearsal to validate your course content and timings. Try to make this as realistic as possible by inviting enough people. Ask them to complete all the course material just like a “real” course.
  • The day before the training, upload your presentation as explained on page 15. Launch an ad hoc session to test each slide of the presentation.
  • If you are your participants plan to access the session using VoIP (Voice over Internet Protocol) instead of a telephone, you must activate the VoIP SoftPhone as explained in Appendix A.

Starting Your VirtualClassroom Training Session

To start your training, we recommend that you launch the training session at least 30 minutes minutes before the session startsto make sure that it is correctly set up. We also recommend that you open the call at least 15 minutes beforehand.

Launching the Training Session

At least 30 minutes minutes before the session starts:

  1. Launch the Conference Manager as follows:

Step 1: Go to

Step 2: Under ‘Amadeus Training Center’, click on ‘Moderator Login’.

Step 3: Enter your Meeting Number and PIN.

Step 4: Click on Log In.

  1. Click on Start beside the appropriate training session.
  2. Once the session is launched, ensure that the Door icon is open so that all participants have direct access to the session. To do so, click on the Tools menu, then click on Open Door.
  1. Click on View/Participants/Participant List so that each participant can see a list of the other participants.
  1. If you are using some PowerPoint slides in the training, select the appropriate presentation from the Presentation drop-down list.
  1. Open the application that you plan to share with the participants.
  2. Resize the application window so that part of it is not hidden by the participant’s panel when you are in Application Sharing mode.

If you are using a second PC (which we highly recommend so that you can see the Moderator view on one PC and the Participant view on fhe other):

  1. Launch the Conference Manager as explained in Step 1 on the previous page.
  2. If you are using surveys during the training, click on Reports/Survey Summary so that you can easily access the survey results during your training.
  1. Launch the Participant’s view as follows:

Step 1: Open another Internet Explorer window.

Step 2: Go to

Step 3: Under ‘Amadeus Training Center’, click on ‘Participant Join’.

Step 4: Enter the name of your assistant trainer (‘Producer’), then click on ‘Join Meeting as Participant’.

Opening the Call

Note: If you are using a telephone, follow the instructions below. If you are using VoIP, please refer to Appendix A for more details.

At least 15 minutes before the session starts:

  1. Dial the nearest LocalConnect number to you from the list below. If a LocalConnect number for your country is not in the list, please refer to the International Toll Free Service table instead:

LocalConnect Numbers

Country / Location / Country code / Local Connect Number
Australia / Sydney / +61 / 02 8223 9687
Austria / Vienna / +43 / 02682 205 6607
Belgium / Brussels / +32 / 02 789 8676
Denmark / Copenhagen / +45 / 3271 4338
Finland / Helsinki / +358 / 09 2314 4650
France / Lyon / +33 / 04 2684 0284
Marseilles / +33 / 04 8891 5384
Paris / +33 / 01 7099 4814
Germany / Berlin / +49 / 030 726 16 73 41
Frankfurt / +49 / 069 710 44 56 33
Hamburg / +49 / 040 809 02 06 83
Munich / +49 / 089 244 43 28 92
Stuttgart / +49 / 0711 490 81 32 61
Dusseldorf / +49 / 0211 540 73 901
Hong Kong / Hong Kong / +852 / 3011 4504
Hungary / Budapest / +36 / 06 1 889 3261
Ireland / Dublin / +353 / 01 486 0778
Italy / Milan / +39 / 02 3041 3016
Rome / +39 / 06 4521 7054
Turin / +39 / 011 2179 2158
Japan / Tokyo / +81 / 03 3570 8715
Luxembourg / Luxembourg / +352 / 2700 10 20
Malaysia / Kuala Lumpur / +60 / 03 7712 4603
Netherlands / Amsterdam / +31 / 020 794 8527
New Zealand / Auckland / +64 / 09 919 2023
Norway / Oslo / +47 / 2156 3199
Portugal / Lisbon / +351 / 211 200 422
Singapore / Singapore / +65 / 6823 2240
South Korea / Seoul / +82 / 02 3483 1185
Spain / Madrid / +34 / 91 788 9906
Barcelona / +34 / 93 492 3234
Sweden / Stockholm / +46 / 08 5052 0143
Switzerland / Geneva / +41 / 022 592 7426
Taiwan / Taipei / +886 / 2 2192 0226
United Kingdom / London / +44 / 020 7184 3057
Manchester / +44 / 0161 250 0678
Birmingham / +44 / 0121 260 4685
US / (US Toll Free) / +1 / 1 954 334 1630

International Toll-Free Service (ITFS)Numbers