Global Voicemail
Migration Training
How Cisco IT Trained Users for
Migration to Global Voicemail
System
A Cisco on Cisco Case Study: Inside Cisco IT
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© 2007 Cisco Systems, Inc. All rights reserved.
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Overview
ƒ Challenge
Develop training solution that would facilitate acceptance and
adoption of Cisco Unity™ by approximately 35,000 Cisco®
employees.
ƒ 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.
ƒ 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.
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Background
ƒ 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
ƒ 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
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Challenge
ƒ Understand needs of end-user audience
ƒ Help to reduce Day 2 support issues
ƒ Encourage users to enroll in system before site cutover
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Challenge – Understand Needs of End
Users
ƒ Goal—Develop training solution
that would facilitate acceptance
and adoption of Cisco Unity™ by
approximately 35,000 Cisco®
employees
ƒ Challenge—Who are these users
and what do they need
ƒ Distributed Global Voice Mail
survey to all employees to learn
about voice-mail usage and
training preferences
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Challenge – Understand Needs of End
Users (Contd.)
ƒ Conducted focus group pilot test
with executive assistants in San
Jose, CA, and Europe
ƒ 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
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Challenge – Reduce Day 2 Support
Issues
ƒ Proactively mitigate Day 2 support calls by calculating
the top learning issues that could be addressed by enduser training:
Enrollment
New phone conversation
Power-user learning needs
ƒ Developed online training modules and a variety of
learning aids, and communicated their availability to
users before, during, and after a site cutover
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Challenge – Encourage Users to Enroll in
System Before Site Cutover
ƒ 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
ƒ 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
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Challenge – Encourage Users to Enroll in
System Before Site Cutover (Contd.)
ƒ 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
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Solution
ƒ Training strategy
ƒ End-user training
ƒ User learning aids
ƒ Executive Assistant workshop
ƒ Localization
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Training Strategy
ƒ Training could not be “onesize-fits-all” because the user
group was too large and
diverse. Training needed to
be scalable yet effective.
ƒ Developed a variety of
training and information
materials to meet users’
needs
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Training Strategy (Contd.)
ƒ All training is published on
the Program Unity End-User
Website so that users can
choose materials at their
convenience
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Solution – End-User Training
Offered as a combination of Web-based training and
viewlets (short interactive simulations built from screen
captures and PowerPoint slides)
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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.
Module
Title
Recommendations
Module 1
Getting Started with Unity Voice Messaging
(viewlet, 4 lessons, English)
Required for executive
assistants:
Modules 1, 2, 3, 4, 6
Module 2
Cisco PCA: Unity Assistant and Unity Inbox (WBT,
7 lessons, 9 languages)
Module 3
Setting voice preferences from your telephone
(viewlet, 4 lessons, English)
Module 4
Distribution Lists (viewlet, 2 lessons, English)
Module 5
Up to Speed with Cisco Unity: Sales and CAP
Managers (viewlet, 2 lessons, English)
Module 6
Supporting Executive Staff: Executive
Administrative Assistants (WBT, 1 lesson, 9
languages)
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Recommended for sales
and CAP managers:
Modules 1, 2, 3, 4, 5
Recommended for all
Cisco® employees:
Modules 1, 2, 4
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Solution – User Learning Aids
ƒ Surveys and focus groups indicated that users
preferred a variety of methods for learning the Cisco
Unity™ system.
ƒ 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
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Solution – Executive Assistant
Workshop
ƒ Three-hour, instructor-led workshop developed for
executive assistants (in addition to Web-based training
module)
ƒ Workshop designed to help assistants learn the Cisco
Unity™ system as well as to teach executives that they
support
ƒ Workshop mandatory for all executive assistants
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Solution – Localization
ƒ Cisco Unity User Guide, two quick reference guides,
Module 2 and Module 6 were translated into eight
languages
ƒ 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
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Next Steps and Anticipated Results
ƒ 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.
ƒ During initial implementations, Training track hopes to
gain feedback about pre-enrollment instructions, Webbased training, Executive Assistant workshop, and
train-the-trainer sessions.
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Resources
ƒ More information about Program Unity is available at
the following URLs:Sub-bullets are size 20 and
indented
Steps to Success page:
http://www.cisco.com/go/stepstosuccess
Cisco Unity™ Training: Current ECSBU Cisco Unity training
classes are located at
http://www.cisco.com/pcgibin/front.x/wwtraining/CELC/index.cgi?action=CourseList
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To read the entire case study, or for additional Cisco IT case studies on a
variety of business solutions, visit Cisco on Cisco: Inside Cisco IT
www.cisco.com/go/ciscoit
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