| Transferring a call externally
I agree with what has been said so far. I have 3 Symposiums and a Network Symposium I support right now and whenever we call our vendor who has to escalate to Nortel, one of the first things that they question us about is our training especially in scripting. I have gone to class and gotten the certs and I can be the first to attest that Symposium is a very finaky product and I would not recommend trying to learn on your own. Since most likely you are in a call center environment, Symposium is probably something that the company can do without for a few days if it crashes. Therefore, take the safe way and go to training.
I know in the age of budget cuts, training is the first to go. However, if you try to make changes that corrupt software, you may get slapped with a hefty bill from your vendor. |