Course Overview
IntermediateClient ExperienceSales
Mastering Modern Communications
Your unified communications platform offers far more than just a dial tone. This course teaches you how to unlock its full suite of tools to work more efficiently and collaborate more effectively. Through practical, scenario-based exercises, you will learn to master advanced call handling, run seamless online meetings, integrate messaging and SMS into your workflow, and manage voicemail and faxes from any device. By the end of this session, you will be able to turn powerful communication features into everyday habits, streamlining your personal productivity and providing a more responsive experience for colleagues and customers.
Why this course matters
- Expands user knowledge of communication tools to become a power user—driving team-wide knowledge sharing.
- Boost productivity by reducing call-handling time, speeding callbacks, and simplifying internal and customer communications.
- Unifies work communication across devices so you can work comfortably from office or remote locations.
Who should attend
- End users (office or remote) who rely on the phone system for daily work (reception, sales, service, operations).
- Power users and office reps responsible for leading team communications.
- Train-the-Trainer: personnel looking to become team experts and pass down knowledge to others.
- New hires needing a complete orientation on communication apps.
What you’ll learn
- Voice essentials - calling, hold, transfer types, park/pickup, merge, paging, audio conference, and other in-call controls.
- Voicemail mastery - visual voicemail, playback options, sharing, and voicemail recording practices.
- Contacts & speed dialing - view coworkers’ status, contacts, and do-not-disturb.
- Messaging - 1:1 and group chats for internal collaboration; SMS texting if available.
- Meetings - scheduling, screen share, recording, and using a personal meeting room.
- Mobile skills - configure data/cellular preferences, Wi-Fi vs. cellular calling, and on-the-go notifications. When to use apps vs. traditional work cell phones.
- eFaxing - send/receive and share faxes digitally.
- Integrations & productivity boosters - calendar sync for join-from-calendar; app integrations.
Practical applications
- Front desk coverage and triage for high volume roles.
- Remote & hybrid work for communication coverage, join meetings, and manage notifications anywhere.
- Sales & service departments to rapidly handle and transfer callers; sharing voicemails/recordings for faster follow-up.
- Monitor availability and handle delegated calls for executive and manager support.