1. 1 © 2004 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID CiscoIT@WorkCiscoIT@Work Case Study Cisco Unity Messaging – Training Strategy September 20, 2004 “Get the Message”

2. 222 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Overview Challenge Develop training solution that would facilitate acceptance and adoption of Cisco Unity™ by approximately 35,000 Cisco® employees. Solution Provide variety of training offerings, from Web-based modules to wallet cards and quick reference guides, in a centralized Website location for users to select and use at their convenience. Next Steps During initial implementations, capture user feedback regarding pre-enrollment instructions, Web-based training, Executive Assistant workshop, and train-the-trainer sessions to continue to improve and update training materials.

3. 333 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Background Program Unity is a joint initiative between Cisco® IT and the Cisco Enterprise Communications Software Business Unit (ECSBU) to globally replace the existing Avaya Octel voice messaging system with a Cisco Unity™ system—the largest Cisco Unity deployment ever undertaken Training track was chartered to work from a global perspective yet maintain flexibility to accommodate differences in culture, language, and user preferences that existed across the four Cisco global regions

4. 444 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Challenge Understand needs of end-user audience Help to reduce Day 2 support issues Encourage users to enroll in system before site cutover

5. 555 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Challenge—Understand Needs of End Users Goal—Develop training solution that would facilitate acceptance and adoption of Cisco Unity™ by approximately 35,000 Cisco® employees Challenge—Who are these users and what do they need Distributed Global Voice Mail survey to all employees to learn about voice-mail usage and training preferences Conducted focus group pilot test with executive assistants in San Jose, CA, and Europe Results from both activities validated assumption that employees use voice mail differently, depending on their organizational roles. High message volume “power users” would require targeted training

6. 666 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Challenge—Reduce Day 2 Support Issues Proactively mitigate Day 2 support calls by calculating the top learning issues that could be addressed by end-user training: Enrollment New phone conversation Power-user learning needs Developed online training modules and a variety of learning aids, and communicated their availability to users before, during, and after a site cutover

7. 777 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Challenge—Encourage Users to Enroll in System Before Site Cutover Enrollment in the Cisco Unity™ system before cutover is important for two reasons: Allows users to try system and training before system is “live” Activates “Name Confirmation feature” when users record their voice name during enrollment Simplified enrollment process by developing Cisco® Personal Communications Assistant Redirect (Cisco PCAR), which lets users log on to Cisco PCA with their intranet password and set their voice-mail password Encouraged users to enroll in Cisco Unity system with frequent communications, an open enrollment period before the cutover, and various user information from the Program Unity Website

8. 888 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Solution Training strategy End-user training User learning aids Executive Assistant workshop Localization

9. 999 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Training Strategy Training could not be “one- size-fits-all” because the user group was too large and diverse. Training needed to be scalable yet effective. Developed a variety of training and information materials to meet users’ needs All training is published on the Program Unity End-User Website so that users can choose materials at their convenience

10. 10 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Solution—End-User Training Offered as a combination of Web-based training and viewlets (short interactive simulations built from screen captures and PowerPoint slides)

11. 11 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Solution—End-User Training Structured as six short modules that can be combined into a set of recommended lessons, depending on user role. Two modules are specifically targeted to power users. ModuleTitleRecommendations Module 1Getting Started with Unity Voice Messaging (viewlet, 4 lessons, English) Required for executive assistants: Modules 1, 2, 3, 4, 6 Recommended for sales and CAP managers: Modules 1, 2, 3, 4, 5 Recommended for all Cisco® employees: Modules 1, 2, 4 Module 2Cisco PCA: Unity Assistant and Unity Inbox (WBT, 7 lessons, 9 languages) Module 3Setting voice preferences from your telephone (viewlet, 4 lessons, English) Module 4Distribution Lists (viewlet, 2 lessons, English) Module 5Up to Speed with Cisco Unity: Sales and CAP Managers (viewlet, 2 lessons, English) Module 6Supporting Executive Staff: Executive Administrative Assistants (WBT, 1 lesson, 9 languages)

12. 12 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Solution—User Learning Aids Surveys and focus groups indicated that users preferred a variety of methods for learning the Cisco Unity™ system. The following materials are currently offered from the Program Unity Website: Badge card Cisco Unity Menus and Shortcuts (wallet card) Cisco Unity at a Glance quick reference Cisco Unity Server Information Cisco Unity Voice Messaging FAQs Cisco Unity User Guide Distribution List Manager (DLM) User Guide and Online Help

13. 13 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Solution—Executive Assistant Workshop Three-hour, instructor-led workshop developed for executive assistants (in addition to Web-based training module) Workshop designed to help assistants learn the Cisco Unity™ system as well as to teach executives that they support Workshop mandatory for all executive assistants

14. 14 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Solution—Localization Cisco Unity User Guide, two quick reference guides, Module 2 and Module 6 were translated into eight languages Localization costs for Web-based training includes translation of audio scripts, onscreen text, and audio narration, and are calculated according to word count for each Localization can be very expensive, but also important to the target audience Having stable product interface and minimizing changes can help contain cost

15. 15 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Next Steps and Anticipated Results Global implementation of Cisco Unity™ began in June 2004, starting at smaller sites then migrating to larger sites such as San Jose, CA, and Research Triangle Park, NC. During initial implementations, Training track hopes to gain feedback about pre-enrollment instructions, Web-based training, Executive Assistant workshop, and train-the-trainer sessions.

16. 16 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore Resources More information about Program Unity is available at the following URLs: Steps to Success page: http://www.cisco.com/go/stepstosuccess http://www.cisco.com/go/stepstosuccess Cisco Unity™ Training: Current ECSBU Cisco Unity training classes are located at http://www.cisco.com/pcgi- bin/front.x/wwtraining/CELC/index.cgi?action=Cours eListhttp://www.cisco.com/pcgi- bin/front.x/wwtraining/CELC/index.cgi?action=Cours eList

17. 17 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore 17 © 2004 Cisco Systems, Inc. All rights reserved. Rich Gore This publication describes how Cisco has benefited from the deployment of its own products. Many factors may have contributed to the results and benefits described; Cisco does not guarantee comparable results elsewhere. CISCO PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some jurisdictions do not allow disclaimer of express or implied warranties, therefore this disclaimer may not apply to you.