VESTA NG9-1-1 · 2020-02-10 · Solutions Technical Training Centers. The centers are set up so students can immerse themselves in the subject matter, with limited distractions. They

Training Catalog Page 1

© 2018 Vesta Solutions, Inc., a wholly owned subsidiary of Motorola Solutions, Inc. This document is protected by copyright law and international treaties, and is the CONFIDENTIAL AND PROPRIETARY information of Vesta Solutions, Inc. All trademarks, service marks, product names, brands, company names and logos appearing in this document are the property of their respective owners. VESTA® is a registered trademark of Vesta Solutions, Inc.

VESTA® NG9-1-1 TRAINING CATALOG VESTA Solutions, Inc. NOVEMBER 2018

TRAINING CATALOG | VESTA SOLUTIONS



REVISION HISTORY

Date Version Author Change

April 5, 2016 D. Geiger Corrected formatting in the VESTA® 9-1-1 Agent Train-the-Trainer: 000001-06702 section.

August 25, 2016 D. Geiger Added:

- 000001-06804: VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer

- 000001-08539: Train-the-Trainer Coaching Class

- 000001-06709: VESTA 9-1-1 Additional Agency For Admin Class

Revised:

- 000001-06704 (New Title): VESTA 9-1-1 Administrator for Standard Site (Former VESTA 9-1-1 Standard Administrator)

- 000001-06708 (New Title): VESTA 9-1-1 Administrator For Complex Site (Former Vesta 9-1-1 Advanced Administrator)

- 000001-06803 (New Title and 3 Days): VESTA SMS I&M (VESTA Solutions Training Center)

- Section 7.1: Training Program Modification Waiver to be completed and signed by the customer. Changed to completed and signed by the Channel Partner.

Discontinued:

- 000001-06802 (On-Site): VESTA® SMS (Text-to-9-1-1) C&M

- 000002-26706 (On- Site): VESTA 9-1-1 Troubleshooting

April 5, 2017 D. Geiger Added:

- 000001-06605: VESTA® 9-1-1 Heads Up Display (HUD) Administrator

- Revised:

- Replaced Chicago / Westchester facility information with Brentwood, TN

- 000001-69005 (VESTA® Map: Maintenance / Admin / Customer maintains ArcGIS data) changed to 861363-06906

- 000000-24400: VESTA® Analytics I&M (Customer Site with mobile unit) changed to 000000-24401



November 21, 2018

R. Olszewski Added:

- VESTA® Map Local

- VESTA e-Learning

Revised:

- References/Contacts

Discontinued:

- On-Demand I&M Course

Rebranding



TABLE OF CONTENTS

General Information -------------------------------------------------------------------- 6 1.1 Training Options, Policies and Requirements ---------------------------------------------- 6 1.2 References / Contacts --------------------------------------------------------------------------- 7 1.3 Training Centers ----------------------------------------------------------------------------------- 7

Course Part Numbers ------------------------------------------------------------------ 8 2.1 Installation & Maintenance Training ---------------------------------------------------------- 8 2.2 End User / Customer Site Training ----------------------------------------------------------- 9 4.3 eLearning Training ------------------------------------------------------------------------------ 10

Installation & Maintenance Overview ------------------------------------------- 11 3.1 VESTA Training Center Classes ------------------------------------------------------------ 11 3.2 On-Site Classes --------------------------------------------------------------------------------- 11 3.3 “By Demand” I&M classes -------------------------------------------------------------------- 12

I&M Training Course Descriptions ---------------------------------------------- 13 4.1 VESTA 9-1-1: I&M/Admin --------------------------------------------------------------------- 13 4.2 VESTA 9-1-1: Troubleshooting -------------------------------------------------------------- 14 4.3 VESTA SMS: Installation and Maintenance ---------------------------------------------- 16 4.4 VESTA Locate: I&M/Admin ------------------------------------------------------------------- 18 4.5 VESTA Map: Maintenance/Admin ---------------------------------------------------------- 19 4.6 VESTA Map: Maintenance/Admin ---------------------------------------------------------- 21 4.7 VESTA Analytics: I&M/Admin ---------------------------------------------------------------- 22 4.8 VESTA DataSync: I&M/Admin --------------------------------------------------------------- 23

End User / Customer Training overview --------------------------------------- 25 5.1 Recommended Order of Classes ----------------------------------------------------------- 25 5.2 Normal Class Times ---------------------------------------------------------------------------- 25 5.3 Classroom Requirements --------------------------------------------------------------------- 26 5.4 Videotaping / Audiotaping --------------------------------------------------------------------- 26 5.5 Special Order End User / Customer Site Classes -------------------------------------- 26

End User / Customer Site Training Course Descriptions ---------------- 28 6.1 VESTA 9-1-1: Administrator for Standard Site ------------------------------------------- 28 6.2 VESTA 9-1-1: Administrator for Complex Site ------------------------------------------- 29 6.3 VESTA 9-1-1: Additional Agency for Administrator Class ----------------------------- 31 6.4 VESTA SMS (Text-to-9-1-1) “Delta” Administrator ------------------------------------- 32 6.5 VESTA SMS (Text-to-9-1-1) “Delta” Agent ----------------------------------------------- 33 6.6 VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer ------------------------------------ 34 6.7 VESTA 9-1-1: Agent Train-the-Trainer (TTT) -------------------------------------------- 35 6.8 VESTA 9-1-1: Train-the-Trainer (TTT) Coaching --------------------------------------- 35 6.9 VESTA 9-1-1: Agent ---------------------------------------------------------------------------- 36 6.10 VESTA 9-1-1: IP Phone ----------------------------------------------------------------------- 37 6.11 VESTA 9-1-1: Heads-Up Display Administrator ----------------------------------------- 38 6.12 VESTA Locate: Administrator (3 days) ---------------------------------------------------- 40 6.13 VESTA Locate: Administrator (2 days) ---------------------------------------------------- 42 6.14 VESTA Locate: Agent Train-the-Trainer (TTT) ------------------------------------------ 45 6.15 VESTA Locate: Agent -------------------------------------------------------------------------- 46 6.16 VESTA Map: Administrator ------------------------------------------------------------------- 47 6.17 VESTA Map: Agent ----------------------------------------------------------------------------- 48



6.18 VESTA Map: Agent Train-the-Trainer (TTT) --------------------------------------------- 51 6.19 Activity View: Administrator ------------------------------------------------------------------- 52 6.20 VESTA Analytics: Administrator ------------------------------------------------------------- 53 6.21 VESTA Analytics: Administrator Remote -------------------------------------------------- 54 6.22 VESTA Analytics LITE: On-Site ------------------------------------------------------------- 55 6.23 VESTA Analytics LITE: Remote ------------------------------------------------------------- 56 6.24 VESTA DataSync: Administrator for VESTA Locate ----------------------------------- 57 6.25 Cutover Coaching ------------------------------------------------------------------------------- 58 6.26 Custom Training --------------------------------------------------------------------------------- 59

E-Learning ------------------------------------------------------------------------------- 60 7.1 E-Learning ---------------------------------------------------------------------------------------- 60 7.2 VESTA Map Local E-Learning --------------------------------------------------------------- 60 7.3 DataHub for VESTA Map Local E-Learning ---------------------------------------------- 62 7.4 VESTA SMS Admin E-Learning ------------------------------------------------------------- 63 7.5 VESTA SMS Agent E-Learning -------------------------------------------------------------- 64 7.6 VESTA Analytics Lite E-Learning ----------------------------------------------------------- 65 7.7 VESTA Heads up Display --------------------------------------------------------------------- 66

Cancellation Policy ------------------------------------------------------------------- 68 8.1 Installation & Maintenance / Admin Courses --------------------------------------------- 68 8.2 End user / Customer courses ---------------------------------------------------------------- 69



GENERAL INFORMATION

Choosing Motorola Solutions is only the beginning. Next: Get trained on Motorola Solutions’

latest innovations and improve your proficiency with our expanding training portfolio! With

versatile training solutions and best practices from our expert instructors and designers, you can

increase the return on your technology investment throughout your VESTA® solutions lifecycle.

Our training department provides your organization with one-stop shopping and end-to-end

training support. Let us work with your team to ensure that your organization configures,

operates and maintains your VESTA solutions to effectively and efficiently meet your specific

needs.

1.1 Training Options, Policies and Requirements

INSTRUCTOR-LED TRAINING Resident training consists of regularly scheduled classes conducted at one of the Motorola

Solutions Technical Training Centers. The centers are set up so students can immerse

themselves in the subject matter, with limited distractions. They receive substantial time for

hands on training that enables them to develop creative solutions for unique problems. Resident

training includes a diverse customer base; therefore, the classroom equipment is modeled upon

a standard configuration. In addition, some courses include media-based activities that are

facilitated by the instructor. Advance registration is required.

ON-SITE TRAINING AT YOUR LOCATION All course titles can be delivered at your location, taught by our knowledgeable instructor staff.

For more information on our on-site delivery options, contact your Account Manager.



ONLINE SELF-PACED AND VIRTUAL CLASSROOM Online Self-Paced learning allows you to gain foundational knowledge on a variety of topics

using your own computer, at your own schedule.

1.2 References / Contacts

[email protected] ̶ Training, Courseware

[email protected] ̶ Sales, Quotes

www.vestapublicsafety.com/services/training/ ̶ Installation & Maintenance (I&M) Class Schedule / Registration

VESTA® Documentation Portal Provides access to User, Administrator and Technical Guides and Product Notifications for VESTA Solutions. If you need access, please complete the request form here.

https://extranet.peinc.com ̶ Partner Portal/Partner Resource Library. Provides access to sales order, shipping information, support contract data, and technical support cases. To request, access please complete the request form here.

1.3 Training Centers

The VESTA Solutions training centers are located in Temecula, CA and Brentwood, TN. Each

center has state-of-the-art classrooms equipped with all of the current, up-to-date hardware and

software. Our training centers are designed specifically for learning the solutions of our

emergency call handling, mapping, and data management / reporting portfolio. Our skilled and

personable training specialists are dedicated to meeting your unique educational needs. The

hyperlinks below provide recommendations on hotel accommodations and directions to the

respective training facilities.

Location Hotel Accommodations

Motorola Solutions

42555 Rio Nedo

Temecula, CA 92590

951.719.2100

Temecula Creek Inn Embassy

Suites

Motorola Solutions

105 Westpark Drive, Suite 200

Brentwood, TN 37027

615.790.2882

Baymont Inn & Suites

Hilton Brentwood/Nashville

Residence Inn Nashville Brentwood

mailto:[email protected]


http://www.vestapublicsafety.com/services/training/

https://spx.airbus-dscomm.com/_layouts/15/SPSolutions/ExCM/Signin.aspx?ReturnUrl=%2fProdDocs%2f_layouts%2f15%2fAuthenticate.aspx%3fSource%3d%252FProdDocs&Source=%2FProdDocs

http://info.airbus-dscomm.com/acton/form/17505/003d:/0/17505:s-015b-1802/-/l-1077/l-1077:6a3/index.html?sid=TV2:255ipdvAK

https://extranet.peinc.com/

https://extranet.peinc.com/account/accountRequest.asp

https://www.google.com/maps/place/42555+Rio+Nedo+Rd,+Temecula,+CA+92590/data=!4m2!3m1!1s0x80dc81d5d0820b35:0xbbcbf3126d74c21d?ved=2ahUKEwiH_NzNvtTeAhWsc98KHVxBCgQQ8gEwAHoECAAQAQ

https://www.google.com/maps/place/42555+Rio+Nedo+Rd,+Temecula,+CA+92590/data=!4m2!3m1!1s0x80dc81d5d0820b35:0xbbcbf3126d74c21d?ved=2ahUKEwiH_NzNvtTeAhWsc98KHVxBCgQQ8gEwAHoECAAQAQ

http://www.vestapublicsafety.com/services/training/locations/1.php


https://www.google.com/maps/place/105+Westpark+Dr+%23200,+Brentwood,+TN+37027/@36.0376576,-86.8059533,17z/data=!3m1!4b1!4m5!3m4!1s0x88647b4843226171:0xc60100d4eb4c4ff3!8m2!3d36.0376533!4d-86.8037646

https://www.google.com/maps/place/105+Westpark+Dr+%23200,+Brentwood,+TN+37027/@36.0376576,-86.8059533,17z/data=!3m1!4b1!4m5!3m4!1s0x88647b4843226171:0xc60100d4eb4c4ff3!8m2!3d36.0376533!4d-86.8037646







COURSE PART NUMBERS

The training part numbers for our primary product line are listed below. Full course descriptions

for each class are included in a separate section within this catalog; click on the product

hyperlink below to quickly access the course description. For training course costs, contact our

Sales Department at [email protected].

Note: VESTA Solutions also offers Installation and Maintenance (I&M) “By Demand” classes for

our non-standard I&M product offering. These products are listed in the I&M Overview section of

this catalog. We also offer End User / Customer Site “Special Order” classes for our non-

standard end user product offering. These products are listed in the End User Overview section

of this catalog.

2.1 Installation & Maintenance Training

EMERGENCY CALL HANDLING

VESTA 9-1-1: I&M/Admin 000001-06700 (Motorola Solutions Training

Center)

000001-26700 (Customer Site/Mobile Unit)

000001-26704 (Regional/Mobile Unit)

10 days

VESTA 9-1-1: Troubleshooting 000002-06706 (Motorola Solutions Training

Center)

4 days

VESTA SMS (Text-to-9-1-1):

I&M

000001-06803 (Motorola Solutions Training

Center)

3 days

MAPPING

VESTA Locate: I&M/Admin 000000-15710 (Motorola Solutions

Training Center)

000000-25710 (Customer Site/Mobile

Unit)

3 days

VESTA Map: Maintenance / Admin

(Customer maintains ArcGIS data)

861363-06906 (Customer Site) 3 days

VESTA Map Maintenance / Admin

(GeoComm maintains ArcGIS data)

000001-69004 (Motorola Solutions

Training Center)

2 days




DATA MANAGEMENT / REPORTING

VESTA Analytics: I&M/Admin 000000-04400 (Motorola Solutions Training

Center)

000000-24401 (Customer Site/Mobile Unit)

2 days

VESTA DataSync: I&M/Admin 000000-05800 (Motorola Solutions Training

Center)

1 day

2.2 End User / Customer Site Training

CALL HANDLING

VESTA 9-1-1: Administrator for Standard Site 000001-06704 1½ days

VESTA 9-1-1: Administrator for Complex Site 000001-06708 2 days

VESTA 9-1-1: Additional Agency in Administrator Class 000001-06709 4 hours

VESTA 9-1-1: Agent Train-the-Trainer (TTT) 000001-06712 1 day

VESTA 9-1-1: TTT Coaching 000001-08539 1 day

VESTA 9-1-1: Agent 000001-06701 4 hours

VESTA 9-1-1: IP Phone 000001-06799 1- 2 hours

VESTA 9-1-1: Heads Up Display Administrator 000001-06605 2 - 4 hours

MAPPING

VESTA Locate: Administrator (3 days) 000001-25714 3 days

VESTA Locate: Administrator (2 days) 000001-25715 2 days

VESTA Locate: Agent Train-the-Trainer (TTT) 000001-55712 1 day

VESTA Locate: Agent 000001-45711 4 hours

VESTA Map: Administrator 000001-69003 4 hours

VESTA Map: Agent Train-the-Trainer 000001-69001 4 hours

VESTA Map: Agent 000001-69002 2 hours

DATA MANAGEMENT / REPORTING

Activity View: Administrator 000001-06074 4 hours

VESTA Analytics: Administrator 000002-24404 1 day

VESTA Analytics: Administrator Remote 000000-24405 4 hours

VESTA Analytics LITE: On-Site 000000-24407 2 hours

VESTA Analytics LITE: Remote 000000-24406 2 hours

VESTA DataSync: Administrator for VESTA Locate 000001-25804 4 hours



CUTOVER COACHING

Cutover Coaching 000001-08541 1 day

CUSTOM TRAINING

Custom Training 000001-09706 1 y

4.3 eLearning Training

eLEARNING

VESTA Map Local: GIS Data Hub 000001-69103 2 hours

VESTA Map Local: Agent 000001-69012 1.5 hours

VESTA SMS (Text-to-9-1-1) “Delta” Administrator 000001-06805 2 hours

VESTA SMS (Text-to-9-1-1) “Delta” Agent 000001-06806 1 hour

VESTA 9-1-1: Heads-Up Display Administrator 000001-06606 1.5 hours

VESTA Analytics Lite 000001-24411 2 hours

UPCOMING eLEARNING

Activity View: Administrator 000001-06075

VESTA 9-1-1: IP Phone 000001-06807

VESTA Map Local: I&M 000001-69011



INSTALLATION & MAINTENANCE OVERVIEW

Target audience for this curriculum is the technician responsible for installation and/or

maintenance of the selected course. The list of I&M / Admin classes with detailed information

(part numbers, duration, class size, pre-requisites, and class description) is contained in this

section.

For class costs, contact our Sales Department at: [email protected].

3.1 VESTA Training Center Classes

These classes are scheduled at one of our Training Centers at Temecula, CA or Brentwood, TN

(Nashville area). We recommend that you register for a course at least 30 days prior to the

beginning of class. For a complete listing of class dates and locations, or to register for a class,

please visit our website at:

www.vestapublicsafety.com/services/training/

3.2 On-Site Classes

On-Site classes are courses specifically for technicians that are instructed at a customer’s

location. Motorola Solutions ships a self-contained mobile unit to the site. Each class can have a

maximum of 8 students participating. Shipping and handling will be a separate charge for

each required system. Room requirements for a Customer Site class include:


http://www.vestapublicsafety.com/services/training/



Training Room (minimum size 19’ x 19’)

Whiteboard (minimum size 4’ x 6’)

Four 6’ tables (two per student) set up as classroom style

Instructor podium or table for laptop, projector, etc.

One chair for each student and instructor

Projector screen / computer projector

Sufficient number of power outlets for computers, projectors, etc. (at least three)

To order a Customer Site class, contact our Sales Department at

[email protected]

3.3 “By Demand” I&M classes

The following I&M/Admin courses are only available on demand and will be scheduled once a

minimum of four students have requested registration.

Please contact the Training Department at [email protected] to

request a Course Syllabus and / or be placed on the list for any of these “by demand” courses.

PEAbodyTM I&M/Admin





I&M TRAINING COURSE DESCRIPTIONS

The target audience for this curriculum is technicians responsible for installation and

maintenance (I&M) of the systems.


4.1 VESTA 9-1-1: I&M/Admin

PART NUMBER

VESTA 9-1-1 I&M/Admin: 000001-06700 (Motorola Solutions Training Center)

VESTA 9-1-1 I&M/Admin: 000001-26700 (Customer Site / Mobile Unit)

VESTA 9-1-1 I&M/Admin: 000001-26704 (Regional Center / Mobile Unit)

COURSE DESCRIPTION The course provides technicians with the knowledge to install, configure, and maintain the

VESTA 9-1-1 system. This course does NOT cover SMS / Text-to-9-1-1 content. (See

VESTA SMS (Text-to-9-1-1) I&M class #000001-06803.)

The course content includes:

Introduction to System Architecture / Technology Overview - IPS Basics (Foundations for VoIP/SIP)

Overview of SMS / Text-to-9-1-1 System Architecture

Virtualization / VMWare

SIP Phone Overview

Call Flow

Media Communications Service (MDS)

Data Distribution Service (DDS)

Gateways / 9-1-1 Trunks / Analog Lines / ALI

Console Setup and Configuration

Dial Plans and Ringdowns

Redundancy – Utilizing Failure Scenarios

Critical Product Restoration (CPR) Procedure

Troubleshooting Tools / Guidelines

Configuring EIP Phones

Multi-Agency / Multi-Role Planning / Implementation

Installing and configuring peripheral applications (Activity View, IRR)



DURATION

10 days

PREREQUISITES

Computer Literacy: Installing and configuring applications / drivers and using control panels in MS Windows XP

9-1-1: Basic understanding of 9-1-1 communications

PBX /Telephony: Installing voice and data lines and trunks, and installing and configuring any PBX

Networking: Basic knowledge of internet/LAN technology (subnets, routers, firewalls)

Network Diagnostic Tools: Some experience with tools such as Ethereal

Security: Basic knowledge of internet threats/defenses

CERTIFICATION

Each student who successfully completes this course and passes the end of course written assessment with a score of 80% or higher will be certified to install and maintain the VESTA 9-1-1 product.

OFFERED

Motorola Solutions Training Center (max 8 students)

Customer Site or Regional Center with mobile unit (max 8 students)

4.2 VESTA 9-1-1: Troubleshooting

2 (For VESTA 9-1-1 Certified Technicians)

PART NUMBERS

VESTA 9-1-1 Troubleshooting: 000002-06706 (Motorola Solutions Training Center)

COURSE DESCRIPTION The course provides technicians with hands-on exposure to various system related troubles and

how to analyze, isolate, and fix many common problems. Explore the practical use of several

diagnostic tools and logs in the system to assist in troubleshooting. Review proper database

back-up and restore processes in order to maintain configuration databases. This course does

NOT cover SMS / Text-to-9-1-1 Troubleshooting. The course content includes:

Introduction

System architect overview Single, hosted non-geo diverse, and hosted geo diverse site deployments



Incoming System Call Flow Process

Incoming 911 trunk (CAMA/FXS/MDS/DDS) Incoming POTS line (POTS/FXO/MDS/DDS) Incoming PRI line (Admin/M1K/MDS/DDS)

Outgoing System Call Flow Process

Console context builder Impact of Role/Agency in Dialing plan MDS Dialing plans – how the PBX interprets out dialing requests to Gateway Outgoing regular Admin line (Console/MDS/FXO) Outgoing DAAL line (Console/DDS/MDS/FXO)

Gateway

Working with Wireshark to isolate a problem Working with gateway logs to isolate a problem Trouble shooting gateway problems Backing up a gateway Upgrading a gateway

ALI/CAD/TS-4

ALI/CAD flow with various deployments of ALI/CAD using TS-4/Black Box Using Tracer logs to assist in ALI/CAD issues Trouble shooting ALI /CAD problems

Consoles

Console setup and configuration utility SAM settings and customization for multi-agency Review of Event Notification (Admin versus 9-1-1 calls, conversion of legacy

ringers) IRR configuration with SAM, optimizing for the sites needs Common SAM issues and what to look for Isolating and analyzing common Console issues Using the userActionslog.txt

Servers

Proper way to switch active DDS servers Backing up and restoring DDS/couch DB Database Schema Installation and Upgrade Utility DBS Maintenance Utility_Installer.exe to validate health of DDS couch db MDS Replication Validation required for upgrades and replication issues Backing up and restoring MDS

Network Switch

Installing Pumpkin to backup network switch database Using Pumpkin to restore a network switch database back into operation. Proper use of port monitoring in isolating problems using Wireshark

Collecting Logs

userActionsLog.txt Tracer files Dump files Log submission to VESTA Solutions via remote or TEMDropbox Using VESTA Analytics as a diagnostic tool



DURATION

4 days

PREREQUISITES

Certified VESTA 9-1-1 (Release 2 or greater) I&M/Admin course with hands-on experience with system installations / maintenance. Certifications will be verified by Motorola Solutions Training Administrator.

OFFERED


4.3 VESTA SMS: Installation and Maintenance 3 (For VESTA 9-1-1 Certified Technicians)

PART NUMBERS

VESTA SMS (Text-to-9-1-1) I&M: 000001-06803 (Motorola Solutions Training Center)

COURSE DESCRIPTION The course is specifically focused on training the technician on the configuration and

maintenance of the SMS components (Text-to-9-1-1) of the VESTA 9-1-1 system. The

course content includes:

Overview of How SMS / Text-to-911 Works

System architecture overview for Advanced Services Node (ASN)

Installation and Configuration of 6 VMs

MGT-A / MGT-B / Node1 / Node2 / Repo / Tools

Configuration of the application / ConfigPoint

Correlation between the ConfigPoint for SMS and the DDS

Adding new profiles, roles, and SMS queues for existing PSAPs

Successful processing of a text message to the console position

Demo of Open Network Management System (NMS)

New Installs or Upgrades

New Configuration not receiving SMS SMS messages not received

NOTE: Documentation will be provided for all of the troubleshooting topics listed below. However, due to time constraints, not all topics will be covered in depth in class.

ConfigPoint Access Issues

Maintenance Issues

Shutdown / Reboot VM Isolation Mode



Maintenance Mode Management Services Don't Start When the Management VM is Started Starting / Stopping Network Element or CM

External Resources

ALI Issues CAD Issues TCC Issues

Infrastructure

DNS Service / Time Sync (NTP)

Virtual Machines

CPU Exhaustion Disk Space Memory Issues VM Crashes

Call Location

Location Display Issues Map Plotting Issues No Location Info

Call Routing

Failed Call Transfers Failed Routing Policy No Text Call Delivery TCC - End to End Connection

Console Issues

Clearance of the Text Calls window Disappearance of text MCA assets No connectivity to ASN Not configured for connecting to SMS / Node

Statistics Services

Missing MIS Data / No CDR Poison Messages

How to Collect Logs

DURATION

3 days

PREREQUISITES

Certified VESTA 9-1-1 (Release 2 or greater) I&M/Admin course with hands-on experience with system installations / maintenance. Certifications will be verified by Motorola Solutions Training Administrator.



OFFERED

VESTA Solutions Training Center (max 8 students)

MAPPING

4.4 VESTA Locate: I&M/Admin

PART NUMBERS

VESTA Locate I&M/Admin: 000000-15710 (Motorola Solutions Training Center)

VESTA Locate I&M/Admin: 000000-25710 (Customer Site / Mobile Unit)

COURSE DESCRIPTION This course occurs prior to the installation of a VESTA Locate system. The course provides the

technician or designated personnel with the knowledge to install, configure, and maintain the

VESTA Locate. The course content includes:

Introduction

System Block Diagram - Explanation of Components and Configurations Introducing Optional Products (Pictometry, DataSync)

System Installation

Hardware / Software Installation Requirements Installing System CD, PMC/Universal Components, VESTA Locate Broadcast

Server (Optional), VESTA Locate Serial Server (If needed), VESTA Locate DDE with VESTA Understanding Templates and Map Projects Configuring ALI Sources, Setting up ALI Parser / Class of Service Codes on the

First Position Setting up Wireless Rules Installing the Pictometry Plugin (Fee based Option) Updating Additional Positions (No DataSync) Copying the config files, Map Data folder, Template folder Trouble Shooting the Broadcast Server, DDE Communications, Serial

Communications Assigning Users to Groups and Templates

Using VESTA Locate

Creating / Updating Map Projects Overview (Map Windows)

Working with Templates

Updating Templates (Overview)

Incident locations, Callouts, Wireless, Points of Interest / Zoom Levels Incident Fields and Incident Display Grids Discrepancy Recording / Publishing Configuration Data Global Geocoding Settings, Address Geocoding, Centerline Geocoding Score Reductions Standardized Names, Address Dictionary Rules, and Translate Rules



Routing and Preplans

DURATION

3 days

PREREQUISITES

Experience with PC hardware and design

Knowledge of TCP/IP, network configuration, and setting up user groups and security levels for users

Experience installing and troubleshooting Windows applications

Knowledge of ESRI’s ArcGIS is not required for installation but is considered highly beneficial towards understanding and supporting all VESTA Solutions mapping products.

OFFERED


Customer Site with Mobile Unit (max 8 students)

4.5 VESTA Map: Maintenance/Admin 4 (Customer maintains ArcGIS Data)

PART NUMBER

VESTA Map Maintenance/Admin (Customer maintains ArcGIS Data): 861363-06906

COURSE DESCRIPTION This course typically occurs prior to the installation of a VESTA Map system. This course provides the Site Administrator with the knowledge to configure, maintain, and administer the ArcGIS for VESTA Map. The course content includes:

Application Overview

Purpose of the Application Introduction to Application Tools System Overview

VESTA Map Utility Overview

GLServer.exe GLServerconfig.exe GIS Maintenance Utility

Relate Application Functions to GIS Components

ArcGIS Services and their Functionality to VESTA Map Overview of ArcGIS Server Manager (services needed for VM / how and why) MXDs and Related ArcGIS services Geodatabase and Feature Datasets



Indices Used by Application

Server and Load Balancer Management

Updating Feature Level Changes Using the GIS Maintenance Utility (GISMU)

Overview of GISMU Functionality Pre-update Checklist: Geodatabase and Feature Datasets – Review of

Requirements (Checklist) Run GISMU – Detailed Step-By-Step Process Post Data Update Checklist

Updating Display and Task Services (Search, Identify, Etc.) Level Changes

Overview of ArcGIS Server Manager (Services Needed for VM / How and Why) Process Steps – Automated Updates Process Steps – Manual Updates to Task Services (Search, Identify, Etc.) and

Non-Cached Services (Supplemental)

Practical Exercises

Scenarios Hands-On Using Training Laptops

DURATION

3 days

PREREQUISITES Proficiency with ArcGIS Desktop, specifically creating and working with MXD’s and

geodatabases

Working knowledge of ArcGIS Desktop Table of Contents and Layer Properties

Experience adding, removing, symbolizing, and labeling GIS layers in an MXD

Working knowledge of ArcCatalog

Experience loading template geodatabases

Familiarity with Address Locators and Network Datasets

OFFERED

Customer Site (max 8 students)



4.6 VESTA Map: Maintenance/Admin 5 (GeoComm maintains ArcGIS Data)

PART NUMBER

VESTA Map Maintenance/Admin (GeoComm maintains ArcGIS Data): 000001-69004

COURSE DESCRIPTION This course typically occurs prior to the installation of a VESTA Map system. The course

provides the technician or designated personnel with the knowledge to maintain / administer the

VESTA Map system. The detailed course content is as follows:

Introduction to the Course

System Block Diagram with Conceptual / Explanation of Various Components

Troubleshooting GeoLynx Server

911 Call Plotting

GeoLynx Server Errors / GeoLynx Server Administrative module Message Switch Services JQUERY test site

Markups

GeoLynx Server Errors / GeoLynx Server Administrative console ArcGIS Server Manager ArcGIS REST endpoint Mixed environment GeoLynx Server map data folder

Search

GeoLynx Server Errors ArcGIS Server Manager ArcGIS REST endpoint GeoLynx Server Administrative console Map Data Road Index Utility

Base Map and Map Layers

GeoLynx Server Errors / GeoLynx Server Administrative console Services ArcGIS Server Manager ArcGIS REST endpoint

Website is Down

GeoLynx Server Errors / Services Role: Web Server Web config / Web browser



Administrator Course Content (includes instruction on Admin Course)

DURATION

2 days

PREREQUISITES




OFFERED


DATA MANAGEMENT / ANALYTICS / REPORTING

4.7 VESTA Analytics: I&M/Admin

PART NUMBERS

VESTA Analytics I&M/Admin: 000000-04400 (Motorola Solutions Training Center)

VESTA Analytics I&M/Admin: 000000-24401 (Customer Site / Mobile Unit)

COURSE DESCRIPTION This course provides training on the installation, configuration, and administration of VESTA

Analytics. The course content includes:

Introduction

About VESTA Analytics and Components

Displaying Events and Generating Reports

VESTA Analytics Application Manager – VESTA Analytics Elements

VESTA Analytics Archive Upgrade Utility CDM (Configuration Data Management) License Management Site Management

Users and Groups

Creating VESTA Analytics Users and Permissions Configure Default User Preferences Report Groups Configuration



Installing VESTA Analytics

Configuring VESTA Analytics service accounts SQL Server security Reporting Services Restarting IIS Post installation tasks

Integrating Other Products with VESTA Analytics

Migrating MagIC and Patriot Stats Data (optional)

Basic Maintenance

Archiving, Upgrading, Configuration Data Management, Shift/Work Period Managements, License and Site Management

Installer’s Checklist (a comprehensive list outlining install and configuration tasks to complete prior to use by end users and training efforts)

DURATION

2 days

PREREQUISITES




OFFERED


Customer Site with Mobile Unit (max 8 students)

4.8 VESTA DataSync: I&M/Admin

PART NUMBER

DataSync I&M/Admin: 000000-05800 (Motorola Solutions Training Center)

COURSE DESCRIPTION This course typically follows a VESTA Locate I&M course at sites where an enterprise DataSync

solution is installed and ready for use. This course covers the necessary skills to administrate a

DataSync solution in either an enterprise WAN or LAN configuration. The course content

includes:

Introduction

DataSync and VESTA Product Line Understanding DataSync 4.0 Components



System Block Diagram with Conceptual Single Call Center (LAN) / Enterprise (WAN) Solution

Configuring and Using DataSync

DataSync Publisher Vela Publishing DataSync Client R1 Distribution Manager (Enterprise Solution)

Maintenance and Troubleshooting

DURATION

1 day

PREREQUISITES

ORION MapStar I&M/Admin or ORION Vela I&M/Admin or VESTA Locate

OFFERED




END USER / CUSTOMER TRAINING OVERVIEW

5.1 Recommended Order of Classes

Motorola Solutions recommends the following order of end user / customer training for the most

effective instruction and implementation. For all of our end user products (Call handling,

Mapping, and Data Management / Reporting), Administration training must be conducted before

Agent training in order to get the system prepared and specifically configured for the Agent

training.

1. Administrator

2. Agent Train-the-Trainer (TTT)

3. Agent

4. Cutover Coaching

If the customer changes the recommended order of classes, VESTA Solutions requires a

Training Program Modification Waiver to be completed and signed by the Channel Partner. The

Motorola Solutions Project Manager or Project Coordinator will communicate and manage this

process.

5.2 Normal Class Times

Unless prior arrangements have been requested and approved in advance:

Mondays are used as travel days for the trainers.

Our training programs begin at 8:00AM and end at 5:00PM with a one hour break for lunch.



5.3 Classroom Requirements

We recommend a minimum of one training position per two students for the most effective training solution.

Class size should not exceed eight students for Admin training and eight students for Agent training.

Designated classroom areas should be sized appropriately for class size, isolated from other activities and include comfortable tables & chairs, white/black board and LCD projector (if required).

6

7 NOTE: At minimum, one 9-1-1 test trunk with ALI functionality as well as one administrative line should be available for use during training.

5.4 Videotaping / Audiotaping

Videotaping or audiotaping of any training session is not authorized. Please refer any questions

to the VESTA Solutions Legal Department.

5.5 Special Order End User / Customer Site Classes

The following End User / Customer Site courses are considered as special order and available

as requested. Please contact our Training Department at

[email protected] to request a Course Syllabus / Course

Description. For class costs and / or to place an order, contact our Sales Department at

[email protected].

MagIC Admin

ORION Aries Admin & Agent

PEAbody Admin & Agent

Sentinel CM Admin & Agent

Sentinel CM Agent Train-the-Trainer

Sentinel ECS-1000/RescueStar Activity Tracker

Sentinel ECS-1000/RescueStar Admin & Agent

Sentinel ECS-1000/RescueStar Agent Train-the-Trainer

Sentinel ECS-1000/RescueStar SMART Admin

Sentinel ECS-1000/RescueStar Stats Admin

Sentinel Patriot 3 – Admin & Agent

Sentinel Patriot 3 – Agent TTT

Sentinel Patriot 3 – SIP Phone

Sentinel Patriot® Monitor & Stats – Administrator

VESTA CS Admin & Agent

VESTA CS Agent Train-the-Trainer

VESTA CS Supervisor

VESTA Pallas – Agent





VESTA Pallas – Agent TTT

VESTA Pallas – Standard Administrator

VESTA SL-100 Admin & Agent

VESTA SL-100 Agent Train-the-Trainer

VESTA® ViewTM Admin



END USER / CUSTOMER SITE TRAINING COURSE DESCRIPTIONS


6.1 VESTA 9-1-1: Administrator for Standard Site

PART NUMBER

VESTA 9-1-1 Administrator for Standard Site: 000001-06704

COURSE DESCRIPTION NOTE: This course is designed for smaller PSAPS (less than 10 positions), for sites with one PSAP/Agency and for customers with no roles based routing or no complex/hybrid call flow.

8

This course is typically one of the first courses to occur during or shortly after the installation of

a VESTA 9-1-1 system in order to set up the application before the Agent / Call taker courses.

The course covers configuration of the Console end-user application through to the features that

will be used by the PSAP. The course content includes:

Introduction / Overview


Adding Agents and Profiles Selecting Console Permissions

Console Configuration

Configuring the Console Workstation Designing a Layout Configuring System Sounds Configuring Contact Manager, Contexts and Speed Dials

Genovation Keypad Programming (optional)

Basic Enhanced IP Phone Configuration (if applicable and with FE / Technician’s assistance)

Agent Course Content. The Admin course covers all call handling features covered in the Agent course including:

Answering 9-1-1 and admin calls Call features (hold, park, transfer/conference, ALI request, abandoned calls,

Contact Manager, TTY) and IRR

SMS Text-to-911 (if applicable)

System Architecture Overview for SMS / Overview of How SMS / Text to 911 Works

Correlation Between the Configpoint for SMS and the DDS Adding New Profiles, Roles, and SMS Queues for Existing PSAPs Handling Emergency Text Calls (Agent / Call Taking Changes) Text Calls Overview



Pick Up Queued Text Calls Send Manual and Quick Text Messages Transfer Text Calls to Agencies Call Back Abandoned Text Calls Release and Close Text Conversations Sort Text Calls Requesting Location Information

DURATION

1 - ½ days

RECOMMENDED AUDIENCE

PSAP Administrators who are responsible for setting up the Console application for the call takers and decision makers about features behavior.

PREREQUISITES

Windows application familiarity including mouse navigation and keyboard skills

Experience in a LAN environment with setting up user groups and security levels for users

In-depth knowledge of PSAP day-to-day operation including call handling requirements

6.2 VESTA 9-1-1: Administrator for Complex Site

PART NUMBER

VESTA 9-1-1 Administrator for Complex Site: 000001-06708

COURSE DESCRIPTION

9 NOTE: This course is required for sites that are implementing Roles Based Routing, Event Notification features, or more complex / hybrid call flows. This two-day class is required for more time to complete multi-roles / layouts, speed dial entries, and call transfer configuration. This includes complex sites with at least two of the following:

10 Larger sites (> 10 positions) Detailed multi-role assignments Multiple layout requirements based on role Multiple ways to transfer calls that require testing in class

11

12 In addition, this training includes call answering schemes that use more than one method based on the type of incoming call. (For example, ACD longest idle for 911 calls and Ring All for Admin calls.)

13




a VESTA 9-1-1 system in order to set up the application before the Agent course. The course

covers configuration of the Console end-user application through to the features that will be

used by the PSAP. The course content includes:

Introduction / Overview

Multi-Agency / Role- Based Planning / Implementation (if applicable)


Adding Agents and Profiles Selecting Console Permissions

Console Configuration

Configuring the Console Workstation Designing a Layout Configuring System Sounds Configuring Contact Manager, Contexts and Speed Dials

Genovation Keypad Programming (optional)

Basic Enhanced IP Phone Configuration (if applicable and with FE / Technician’s assistance)

Agent Course Content. The Admin course covers all call handling features covered in the Agent course including:

Answering 9-1-1 and admin calls Call features (hold, park, transfer/conference, ALI request, abandoned calls,

Contact Manager, TTY) and IRR

SMS Text-to-911 (if applicable)

System Architecture Overview for SMS / Overview of How SMS / Text to 911 Works

Correlation Between the Configpoint for SMS and the DDS Adding New Profiles, Roles, and SMS Queues for Existing PSAPs Handling Emergency Text Calls (Agent / Call Taking Changes) Text Calls Overview Pick Up Queued Text Calls Send Manual and Quick Text Messages Transfer Text Calls to Agencies Call Back Abandoned Text Calls Release and Close Text Conversations Sort Text Calls Requesting Location Information



DURATION

2 days



PREREQUISITES




6.3 VESTA 9-1-1: Additional Agency for Administrator Class

PART NUMBER

VESTA 9-1-1 Additional Agency for Administrator Class: 000001-06709

COURSE DESCRIPTION

This is an “add-on class” to be purchased with either VESTA 9-1-1 Administrator for Standard

Site: 000001-06704 or VESTA 9-1-1 Administrator for Complex Site: 000001-06708.

If additional PSAPs / Agencies are included in the same Admin class, then this class must be

purchased for each additional PSAP / Agency to allow time for trunks, lines, contacts, transfers

work, as well as all layouts, speed dials and genovation keypads (if applicable) are completed.

This class is to occur within the same trip as the VESTA Admin Standard or Admin Complex

Site class.

DURATION

4 hours



PREREQUISITES

VESTA 9-1-1 Administrator for Standard Site: 000001-06704, OR

VESTA 9-1-1 Administrator for Complex Site: 000001-06708



6.4 VESTA SMS (Text-to-9-1-1) “Delta” Administrator

PART NUMBER

VESTA SMS (Text-to-9-1-1) “Delta” Administrator: 000001-06800

COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 Administrators upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform.

14


a VESTA 9-1-1 system in order to set up the application before the Agent / Calltaker courses.

The course covers the configuration and use of the SMS/ text-to-9-1-1 end-user application that

will be used by the PSAP. The course content includes:

System Architecture Overview for SMS

Overview of How SMS / Text to 911 Works

Correlation Between the Configpoint for SMS and the DDS

Adding New Profiles, Roles, and SMS Queues for Existing PSAPs

Handling Emergency Text Calls (Agent / Call Taking Changes)

Text Calls Overview

Text Calls Window Text Conversations Window Text Multiple Call Appearances Audible Notifications of Text Calls Visual Indicators of Text Calls

Pick Up Queued Text Calls

From a Call Appearance From the Text Calls Window Send Manual and Quick Text Messages Transfer Text Calls to Agencies Call Back Abandoned Text Calls Release and Close Text Conversations Sort Text Calls Requesting Location Information

DURATION

4 hours


PSAP Administrators who are responsible for setting up the Console application for the call takers



PREREQUISITES




6.5 VESTA SMS (Text-to-9-1-1) “Delta” Agent

PART NUMBER

VESTA SMS (Text-to-9-1-1) “Delta” Agent: 000001-06801

COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 sites upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform.

15 This course typically occurs during or shortly after the installation of a VESTA 9-1-1 system. The course covers the handling of SMS / Text-to-9-1-1 calls. The course content includes:

Overview of how SMS / Text-to-9-1-1 works

Handling Emergency Text Calls (Agent / Call Taking Changes)

Text Calls Overview



From a Call Appearance From the Text Calls Window Send Manual and Quick Text Messages Transfer Text Calls to Agencies Call Back Abandoned Text Calls Release and Close Text Conversations Sort Text Calls Requesting Location Information

DURATION

2 hours




PSAP call takers

PREREQUISITES


6.6 VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer

PART NUMBER

VESTA 9-1-1 SMS “Delta” Agent Train-the-Trainer: 000001-06804

COURSE DESCRIPTION NOTE: This course is designed for VESTA 9-1-1 sites upgrading to SMS / Text-to-9-1-1 from a previous VESTA/Sentinel 4 R2 or greater platform.

16 This course typically occurs during or shortly after the installation of a VESTA 9-1-1 system. The

course consists of the SMS Agent training content, adult learning principles, how best to teach

Agents / call takers about SMS / text functionality, a knowledge check, and a reciprocal teach

back session.

DURATION

4 hours


PSAP Trainers/Supervisors who are responsible for training call takers on the VESTA 9-1-1 system

PREREQUISITES




6.7 VESTA 9-1-1: Agent Train-the-Trainer (TTT)

PART NUMBER

VESTA 9-1-1 Agent Train-the-Trainer: 000001-06712

COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA 9-1-1 system. The

course content covers the operational features of the system and the handling of 9-1-1 and

administrative calls in order to train the Agents / call takers. The course consists of the standard

Agent training content, adult learning principles, how best to teach call takers about the VESTA

9-1-1 system, a knowledge check, and a reciprocal teach back session.

DURATION

1 day


PSAP Trainers/Supervisors who are responsible for training call takers on the VESTA 9-1-1 system.

PREREQUISITES

Windows application familiarity including mouse navigation and keyboard skills. Prior instructional experience

In-depth knowledge of PSAP day-to-day operation including call handling requirements.

6.8 VESTA 9-1-1: Train-the-Trainer (TTT) Coaching

PART NUMBER

VESTA 9-1-1 Train-the-Trainer (TTT) Coaching: 000001-08539

COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA 9-1-1 system and

after a Train-the-Trainer class. This course offers the service of the VESTA Solutions trainer to

be a JOB SHADOW in the PSAP when the PSAP trainer is training the agents. Agent training is

4 hours so this class offers coaching for 2 agent classes.

This TTT Coaching is available in an 8-hr block that can be used in one 8-hour block or divided into two 4-hour blocks not separated by more than 4 hours.



DURATION

1 day


PSAP Trainers/Supervisors who are responsible for training call takers on the VESTA 9-1-1 system

PREREQUISITES

Student must have already taken the Train-the-Trainer class.

Windows application familiarity including mouse navigation and keyboard skills.

6.9 VESTA 9-1-1: Agent

PART NUMBER

VESTA 9-1-1 Agent: 000001-06701


course covers the call taker features of the system and the handling of 9-1-1 and administrative

calls. The course content includes:

Getting Started

Logging On / Off / Starting and Exiting the Console / Main Screen Buttons Basics of Answering 9-1-1 and Administrative Calls Call Flow Answering Emergency Calls / Administrative Calls Call Information Window / Line Button State Indicators Placing a Call on Hold / Retrieving / ACD Calls / Mute

Multiple Participant Features

Transferring / Conferencing / Joining a Call / Using Call Park Blind vs. Supervised Transfer

Additional Features

Performing a Manual ALI Request / Sending ALI to Emergency Response Agency

Automatic Ringback / Accessing Previous Calls Using Contact Manager / Searching Contacts Using the Keypad / Redialing Numbers / Handling Abandoned Calls

TTY Calls (Emergency and Administrative)

IRR

SMS / Text-to-9-1-1-(if applicable)

Overview of How SMS / Text to 911 Works Handling Emergency Text Calls (Agent / Call Taking Changes)



Text Calls Overview



From a Call Appearance From the Text Calls Window

Send Manual and Quick Text Messages Transfer Text Calls to Agencies Call Back Abandoned Text Calls Release and Close Text Conversations Sort Text Calls Requesting Location Information

DURATION

4 hours


PSAP call takers

PREREQUISITES

Windows application familiarity including mouse navigation and keyboard skills.

6.10 VESTA 9-1-1: IP Phone

PART NUMBER

VESTA 9-1-1 IP Phone: 000001-06799

COURSE DESCRIPTION This course is typically taught during, or shortly after, the installation of a VESTA 9-1-1 system

and its accompanying IP phone system. The course content procedurally describes – and

illustrates – the end-user features and operation of the phone system.

DURATION

1-2 hours




PSAP call takers, Supervisors, Administrators, Administrative Assistants, and IP Phone End Users

PREREQUISITES

Familiarity with multi-line telephones and their features, such as conferencing and call transferring.

6.11 VESTA 9-1-1: Heads-Up Display Administrator

PART NUMBERS

VESTA 9-1-1: Heads-Up Display Administrator: 000001-06605

COURSE DESCRIPTION This course is designed to provide the Call Center Administrators with an understanding of

Heads-Up Display (HUD) components and how to perform the limited configuration options that

Administrators can implement. The course content includes:

Introduction / Overview of HUD

Deployment Models, Templates, Thresholds (Visual, Audio Alerts) and System Architecture

HUD InView (Optional)

Login Select Templates to Display Assign Shortcuts to Templates Logout

HUD Design Studio Lite

Server or Client Access User Login Create and Modify Priority Messages Create and Modify Ticker Messages Design Studio Lite – Logout

Data Manager Tool

Add, Delete, Change or Rename Users Change User Passwords

HUD Template Change Requests

How to Request Template Changes to VESTA Solutions (Layout, Logo, Colors, Content, Audio Alerts)



DURATION

2-4 hours


PSAP Administrators

PREREQUISITES





MAPPING

6.12 VESTA Locate: Administrator (3 days)

PART NUMBER

VESTA Locate (formerly ORION Vela) Administrator: 000001-25714

COURSE DESCRIPTION This course typically occurs after the installation of a VESTA Locate system. The course

provides the student with the knowledge to update, configure, and maintain VESTA Locate. Due

to network security, in some cases the technical support provider will copy all files to all VESTA

Locate workstations. The course content includes:


System Block Diagram with Conceptual - Explanation of Installed Components Introducing Optional Products (Pictometry, DataSync)

Using VESTA Locate

Logging In / The Interface / Server Connections Using the Legend / Overview Map / Magnifier Understanding Scales Selection Tools Zoom In / Zoom Out Full / Previous / Next Extent Pan Map Toggle Orthos Managing Hot Spots Identifying Map Features Select by Attributes / Zoom to Selected Measuring Distance / Measuring Area / Previous Measurements Using Hyperlinks Clearing Map Graphics / Redisplaying Incident Graphics Address / Street / Intersection Search Points of Interest (POI) Milepost Search Map Coordinates / Latitude Longitude Search Preplans Using the View Menu / Print Designer / Print Templates Exporting Text Files / Map Window / Exporting based on Buffers Selecting by Attribute Working with Road Closures and Restrictions Zooming to X, Y Coordinates Working with Driving Directions Viewing all Incidents Toggling Ortho Layers Working with InfoTips Using the View Menu



Incident Grids Match Scores Create Incident Tool Working with Callouts ALI Incidents / Change Address / Raw ALI Searching within a Cell Sector Printing Incidents / Viewing Preplans / Removing Incidents Reviewing the Output Window Reviewing / Resolving / Archiving Discrepancies Zoom Tools

Creating Map Projects (Map Windows)

Map Project Properties Adding Supported Data Types File Based / Web Based Data Types Layer Visibility / Layer Selection / Grouping Layers / Layer Properties Customizing Toolbars Configuring Info Tips Enabling Quick Boxes Managing Default Hot Spots Using the Legend Setting up an Overview Map Customizing the Window and toolbar Layout (DataSync Publish) Saving Map Projects (DataSync Publish)


Loading / Adding / Copying / Saving Templates Creating Users / Groups (User Permissions) Assigning Users to Templates and Groups

Updating Templates

Incident Map Settings / Adding Custom Maps Reviewing the ALI Source / Updating the ALI Parser Updating Class of Service Codes Setting up wireless rules Incident Location Settings / Search Location Settings Class of Service Icons / Call Nature Icons Fading and Timeout Settings Setting Incident Behavior Options Configuring Wireless Options / Points of Interest / Zoom Levels Incident View Settings (Plot and Zoom) Configuring Incident Fields / Incident Grids / Callouts Enabling Discrepancy Recording Setting the default Print Template Enabling plug-in extent notification Saving and Publishing Templates (DataSync) Global Geocoding Settings / Address Geocoding Options / Centerline Geocoding

Options Configuring Standardized Names / Address Dictionary Rules / Translate Rules Setting up the Routing Engine / Configuring Road Closures and Restrictions Creating Predefined Routing Locations Creating / Viewing / Modifying Preplans



Updating Additional Positions

Updating Additional Positions (No DataSync)

DURATION

3 days


PSAP Administrators and GIS professionals responsible for updating map data and setting operational preferences

PREREQUISITES



Knowledge of mapping applications is a plus

6.13 VESTA Locate: Administrator (2 days)

PART NUMBER

VESTA Locate (formerly ORION Vela) Administrator: 000001-25715

COURSE DESCRIPTION This course typically occurs after the installation of a VESTA Locate system. The course

provides the student with the knowledge to update, configure, and maintain VESTA Locate. Due

to network security, in some cases the technical support provider will copy all files to all VESTA

Locate PCs. Please note:

This course is intended for smaller PSAPs (less than 6 positions) and PSAPs that have minimal (less than 8) GIS layers to configure.

This course is a condensed version of the 3 day VESTA Locate Administrator Training. The shorter duration of the course means that less hands-on time will be given to adjust and reconfigure symbology and map design.

This course could also be used as refresher training for larger and more complex sites.

With GIS Solutions Engineering approval, this course could be used for sites with Advanced GIS Support and capabilities that do not require extended time configuring map displays.

The course content includes:


System Block Diagram with Conceptual Explanation of Installed Components



Introducing Optional Products (Pictometry, DataSync)

Using VESTA Locate

Logging In / The Interface / Server Connections Using the Legend / Overview Map / Magnifier Understanding Scales Selection Tools Zoom In/ Zoom Out Full Extent / Previous Extent / Next Extent Pan Map Toggle Orthos Managing Hot Spots Identifying Map Features Identify and Compare Map Features Select by Attributes Zoom to Selected Measuring Distance / Measuring Area Previous Measurements Using Hyperlinks Clearing Map Graphics Redisplaying Incident Graphics Address Search / Street Search / Intersection Search Points of Interest (POI) Milepost Search Map Coordinates / Latitude Longitude Search Preplans Using the View Menu / Print Designer / Print Templates Exporting Text Files / Map Window / Exporting based on Buffers Selecting by Attribute Working with Road Closures and Restrictions Zooming to X, Y Coordinates Working with Driving Directions Viewing all Incidents Toggling Ortho Layers Working with InfoTips Using the View Menu Incident Grids Match Scores Create Incident Tool Working with Callouts ALI Incidents / Change Address / Raw ALI Searching within a Cell Sector Printing Incidents Viewing Preplans Removing Incidents Reviewing the Output Window Reviewing, Resolving and Archiving Discrepancies Pictometry in Vela (Fee Based Option) Zoom Tools



Creating Map Projects (Map Windows)

Map Project Properties

Map Options Map Linking Working Directory Map Project Projection Measurement Options

Adding Supported Data Types Layer Visibility Layer Selection Grouping Layers Layer Properties Customizing Toolbars Configuring Info Tips Enabling Quick Boxes Managing Default Hot Spots Using the Legend Setting up an Overview Map Customizing the Window and toolbar Layout (DataSync Publish) Saving Map Projects (DataSync Publish)


Loading Templates Adding Templates Copying Templates Saving Templates Creating Users Creating Groups (User Permissions) Assigning Users to Templates and Groups

Updating Templates

Incident Map Settings / Adding Custom Maps Reviewing the ALI Source / Updating the ALI Parser Updating Class of Service Codes Setting up wireless rules Incident Location Settings / Search Location Settings Class of Service Icons Call Nature Icons Fading and Timeout Settings Setting Incident Behavior Options Configuring Wireless Options / Points of Interest / Zoom Levels Incident View Settings (Plot and Zoom) Configuring Incident Fields / Incident Grids / Callouts Enabling Discrepancy Recording Setting the default Print Template Enabling plug-in extent notification Saving and Publishing Templates (DataSync) Global Geocoding Settings / Address Geocoding Options / Centerline Geocoding

Options Setting Score Reductions Configuring Standardized Names / Address Dictionary Rules / Translate Rules



Setting up the Routing Engine Configuring Road Closures and Restrictions Creating Predefined Routing Locations Creating, Viewing and Modifying Preplans

Updating Additional Positions

Updating Additional Positions (No DataSync)

DURATION

2 days


PSAP Administrators and GIS professionals responsible for updating map data and setting operational preferences

PREREQUISITES




6.14 VESTA Locate: Agent Train-the-Trainer (TTT)

PART NUMBER

VESTA Locate (formerly ORION Vela) Agent Train-the-Trainer: 000001-55712

COURSE DESCRIPTION This course provides the PSAP Trainer with the skills necessary to train other PSAP employees

on how to utilize the features that have been enabled in VESTA Locate. The course consists of

the standard Agent training content, adult learning principles, how best to teach call takers

about the VESTA Locate system, a knowledge check, and a reciprocal teach back session.

DURATION

1 day


PSAP Trainers/Supervisors who are responsible for training call takers on the VESTA Locate system

PREREQUISITES




Prior instructional experience


6.15 VESTA Locate: Agent

PART NUMBER

VESTA Locate (formerly ORION Vela) Agent: 000001-45711

COURSE DESCRIPTION This course provides the PSAP Call taker/Dispatcher with the skills necessary to utilize the

features that have been enabled on a VESTA Locate workstation. The course content includes:

Logging In / Interface / Server Connections / Using Legend, Overview Map, and Magnifier

Scales / Selection Tools / Zoom In / Zoom Out / Zoom Tools

Full Extent, Previous Extent, and Next Extent

Pan Map / Toggle Orthos / Managing Hot Spots / Identify and Compare Map Features

Measuring Distance / Area and Previous Measurements

Clearing Map Graphics / Redisplaying Incident Graphics

Address / Street / Intersection Search / Points of Interest

Map Coordinates / Latitude Longitude Search / Preplans

Using View Menu, Print Designer, and Print Templates

Exporting Text Files / Map Window, Exporting based on Buffers

Working with Road Closures and Restrictions / Driving Directions

Toggling Ortho Layers

Working with InfoTips / Using the View Menu

Incident Grids / Create Incident Tool

ALI Incidents / Raw ALI

Printing Incidents, Viewing Preplans, Removing Incidents

Reviewing, Resolving and Archiving Discrepancies

Pictometry – Set Sync with Vela option (Note: Pictometry training is not included.)

DURATION

4 hours


PSAP call takers and/or Dispatchers

PREREQUISITES





6.16 VESTA Map: Administrator

PART NUMBER

VESTA Map Administrator: 000001-69003

COURSE DESCRIPTION

17 NOTE: This class is designed where GeoComm is responsible for ArcGIS maintenance.

This course typically occurs after the installation of a VESTA Map system. The course provides

the student with the knowledge to set operational preferences for VESTA Map. The detailed

course content is as follows:

Overview of Agent Class

Logging In / Changing and Resetting Password Overview of VESTA Map Screen Message Center Help Buttons (Main Screen and Features)

Basic Map Features

Map Tools

Zoom In / Out / Pan Map Extent (Previous, Next, Full) Measure

Identify (Coordinates / Print / Layer Menu / Trash) Overview Map / Map Tips / Grid

Advanced Map Features

Search (Address, Intersection, X/Y Coordinates, Advanced Search) Features Toolbar - 911

Call Data Responders Reporting ANI/ALI Discrepancies (If purchased) Possible Locations

Features Toolbar - Views

Adding / Deleting

Features Toolbar - Directions (If purchased) Features Toolbar - Markups

Adding, Editing, Deleting, Searching Markups

Features Toolbar - HazMat

Loading and Displaying an ALOHA Plume Accessing ERG Information Displaying an ERG Plume Searching a Map Layer for Plume Data Clearing a Plume from the Map



Features Toolbar - Layers

Adjusting the Transparency of Map Layers Adding a Map to Map Layers Removing a Map from Map Layers

Pictometry (if purchased)

Admin Module

Logging into Admin (if needed) Product Licensing GIS Services (Global)

Cached Base Map—Main Map / Cached Overview Maps / Map Services

Roles

Access to features Map zooming scales Map Tips Timer / Map Toolbar Startup Feature Set / View / Layout Admin Privileges Coordinate Tool Disclaimer Text to Print Adding a New Role / Cloning a Role / Deleting a Role

Users (Adding / Deleting a User/ Changing a Password for an Existing User)

Links (Potential Site Limitation)

Feeds (Potential Site Limitation)

DURATION

4 hours


PSAP Administrators

PREREQUISITES

Windows application familiarity including mouse navigation and keyboard skill

In-depth knowledge of day-to-day operation including call handling requirements


6.17 VESTA Map: Agent

PART NUMBER

VESTA Map Agent: 000001-69002



COURSE DESCRIPTION This course provides the Call taker/Dispatcher with the skills necessary to utilize the features

that have been enabled on the VESTA Map workstation. The course content includes:

Overview

Logging In (Changing and Resetting Password) Overview of VESTA Map Screen Message Center Help Buttons (Main Screen and Features)

Basic Map Features

Map Tools Zoom In / Zoom Out / Pan Map Previous Extent / Next Extent / Full Extent Measure by Area / Measure by Line Identify (Coordinates / Print / Layer Menu / Trash) Overview Map / Map Tips Map Grid (Pause/Resume Refresh)

Advanced Features

Search (Address / Intersection / X, Y Coordinates / Advanced Search) Features Toolbar - 911

Call Data Responders Reporting ANI/ALI Discrepancies Possible Locations

Features Toolbar - Views

Adding a New Folder / Adding a New View / Deleting

Features Toolbar - Directions

Calculating a Route / Drawing Street Barriers

Features Toolbar - Markups (Adding, Editing Deleting Markups, Searching) Features Toolbar - HazMat

Loading and Displaying an ALOHA Plume Accessing ERG Information Displaying an ERG Plume Searching a Map Layer for Plume Data Clearing a Plume from the Map

Features Toolbar - Layers

Adjusting the Transparency of Map Layers Adding / Removing a Map to Map Layers



Pictometry (if purchased)

DURATION

2 hours


PSAP call takers and/or Dispatchers

PREREQUISITES


In-depth knowledge of day-to-day operation including call handling requirements



6.18 VESTA Map: Agent Train-the-Trainer (TTT)

PART NUMBER

VESTA Map Agent TTT: 000001-69001

COURSE DESCRIPTION This course typically occurs during or shortly after the installation of a VESTA Map system. The

course content covers the operational features of the system in order to train the call takers

and/or Dispatchers. The course consists of the standard Agent training content, adult learning

principles, how best to teach call takers about the VESTA Map system, a knowledge check, and

a reciprocal teach back session.

DURATION

4 hours


PSAP Trainers/Supervisors who are responsible for training call takers on the VESTA Map system

PREREQUISITES


In-depth knowledge of day-to-day operation including call handling requirement

Prior Training Experience



DATA MANAGEMENT / ANALYTICS / REPORTING

6.19 Activity View: Administrator

PART NUMBER

Activity View Administrator: 000001-06074


course covers the operation and analysis of the Activity View application. The course content

includes:

Exploring Activity View Screen

Handling Documents and Sessions

Displaying Real-Time Activity

Viewing Call taker, Active Calls, Trunk/Line, and Queue Windows

Customizing Color and Threshold Alerts

Displaying Marquee Messages

Displaying Status and Alarm Functions

Configuring the Display Panel to Show Key Performance Indicators

Review Exercises

DURATION

4 hours


PSAP Administrators who are responsible for monitoring and statistical reporting.

PREREQUISITES



VESTA 9-1-1 Admin and Agent training course or familiarization with Console application



6.20 VESTA Analytics: Administrator

PART NUMBER

VESTA Analytics Administrator: 000002-24404

COURSE DESCRIPTION This course typically occurs after the installation of a new VESTA Analytics MIS system and

after some data has been captured at the PSAP (typically30-45 days after cutover). The course

covers the management information system and generated reports. The course content

includes:

Introduction / VESTA Analytics Architecture

Getting Started with VESTA Analytics

Various Components Reviewing the VESTA Analytics Interface Observing Event Lists and Event Details Applying Filters, Generating Event Detail Reports, and Exporting Displaying Call Statistics, Scenario Management, Database Properties, and

System Status

Configuring VESTA Analytics

Creating VESTA Analytics Administrators and Aurora users. Using the VESTA Analytics Application Manager Configuring Default User Preferences Set Up Report Groups (e.g., Agents, Consoles, and Class of Service)

Generating Reports

Running Report Manager (Call Counts, Ring Time, Transfer Average, Trunk and Line Utilization)

Applying Date Range, Advanced Filters, and Groups Scheduling Reports

Note:



Ad Hoc and Dashboard are not covered in this curriculum. These advanced features require certified MIS / SQL users and a specialized VESTA Solutions SQL subject matter expert. Contact your Sales Team for further information.

We highly recommend the VESTA Analytics Remote Course (#000000-24405) that can be arranged 30-45 days post Standard Admin training to refresh feature knowledge and review reporting features.

DURATION

1 day


PSAP Administrators responsible for generating reports and monitoring activity at the center.

PREREQUISITES



6.21 VESTA Analytics: Administrator Remote

PART NUMBER

VESTA Analytics Administrator Remote: 000000-24405

COURSE DESCRIPTION

This course is offered to Administrators that have already completed the full VESTA Analytics Admin Course (000002-24404). This course is not intended to take the place of the 8-hour on-site class.

It can also be offered to existing VESTA Analytics sites with new users required to run reports and stats.

The remote session is offered 30-45 days after the Standard Admin class or at the customer’s discretion. This way, more real-life data has been collected and will aid in the refresh of VESTA Analytics features and statistical reporting.

The course overviews the management information system with focus on generating reports / data management.

Advanced planning and coordination is required. Refer to Special Instructions below.

Note:

Ad Hoc and Dashboard are not covered in this curriculum. These advanced features require certified MIS / SQL users and a specialized VESTA Solutions SQL subject matter expert. Contact your Sales Team for further information.



Special Instructions:

VESTA Solutions will send a WebEx invitation to the attendees at the site for the remote training session. Hook up to a PC viewer and screen for a larger audience is recommended. Instructor will call in to a speaker phone in the room or similar arrangement.

VESTA Solutions utilizes a remote access utility to connect to the VESTA Analytics server to access VESTA Analytics and display during the WebEx session. Connection must be verified prior to scheduling. Failure to connect will result in the inability to offer this remote training session.

DURATION

Up to 4 hours


PSAP Administrators responsible for generating reports and monitoring activity at the center

PREREQUISITES

VESTA Analytics Administrator Course: 000002-24404 (required)



6.22 VESTA Analytics LITE: On-Site

PART NUMBER

VESTA Analytics LITE Onsite: 000000-24407

COURSE DESCRIPTION This course is offered to VESTA Analytics LITE customers who require an instructor-led course

at the customer’s site. The course is typically offered during the phone system training and

before cutover or at the customer’s discretion. The course content includes basic reporting

functionality:

Introduction / User Interface Familiarization

Displaying Call Events

Searching By Caller’s Number

Creating Call Detail Reports / Generating Reports Based on Specified Date Range

System Management options Note: If need real data collected that will aid in a true understanding of VESTA

Analytics reporting capabilities, we recommend the #000000-24406 VESTA Analytics LITE Remote Course that can be arranged 30-45 days post-cut.



DURATION

2 hours


PSAP Administrators responsible for generating reports and monitoring activity at the center.

PREREQUISITES



6.23 VESTA Analytics LITE: Remote

PART NUMBER

VESTA Analytics LITE Remote: 000000-24406

COURSE DESCRIPTION This course is offered to VESTA Analytics LITE customers. The remote session is offered 30-45

days post cutover or at the customer’s discretion. This way, more real-life data has been

collected and will aid in the demonstration of VESTA Analytics features and statistical reporting.

The course content overviews the management information system with focus on generating

reports / data management. Advanced planning and coordination is required. Refer to Special

Instructions below.

SPECIAL INSTRUCTIONS

VESTA Solutions will send a WebEx invitation to the attendees at the site for the remote training session. Hook up to a PC viewer and screen for a larger audience is recommended. Instructor will call in to a speaker phone in the room or similar arrangement.

VESTA Solutions utilizes a remote access utility to connect to the VESTA Analytics server to access Aurora and display during the WebEx session. Connection must be



verified prior to scheduling. Failure to connect will result in the inability to offer this remote training session.

DURATION

Up to 2 hours


PSAP Administrators responsible for generating reports and monitoring activity at the center

PREREQUISITES



6.24 VESTA DataSync: Administrator for VESTA Locate

PART NUMBER

VESTA DataSync Administrator for VESTA Locate: 000001-25804

COURSE DESCRIPTION This course typically follows a VESTA Locate Administrator course at sites where an enterprise

DataSync solution is installed and ready for use. This course covers the necessary skills to

administrate a DataSync solution in either an enterprise (WAN) or local (LAN) configuration. The

course content includes:

Introduction / DataSync and VESTA Locate

Understanding DataSync Components / System Block Diagram with Conceptual Single Call Center (LAN) Solution Enterprise (WAN) Solution

Configuring and Using DataSync

DataSync Publisher

Creating an Update Job Setting Source Folders / Destination Folders Exclusions Publishing an Update Job Pausing, Canceling and Resuming an Update

Vela Publishing

Updating Map Data / Templates Saving Projects and Layouts The Map Processing Server Publish

DataSync Client



DataSync Client Download Service Active Application Download Options Registering an Application

R1 Distribution Manager (Enterprise Solution)

Connecting to the Center Server Setting Distribution Job Parameters / Setting Temporary Folder Automatic Updating Saving the Job as a Template

Maintenance and Trouble Shooting

Maintaining Optimal Performance Understanding Errors The PMC Audit Log Altering the Transfer Folder Location

DURATION

4 hours


PSAP Administrators

PREREQUISITES



VESTA Locate Administrator Course (#000001-25714 or #000001-25715)

6.25 Cutover Coaching

PART NUMBER

Cutover Coaching: 000001-08541

COURSE DESCRIPTION This course occurs at the customer site during and/or after the system is cut-over and the 9-1-1

system is taking live calls. One instructor will provide an eight (hour cutover coaching session

within a 24 hour day. Cutover Coaching is available in an 8-hr block that can be used in

one 8-hour block or divided into two 4-hour blocks not separated by more than 4-hours.

This course offers the service of the trainer to be a “job shadow” in the PSAP.

DURATION

Eight hours within a 24-hour day. Cutover Coaching is available in 8-hr blocks that can be used in one 8-hour block or divided into two 4-hour blocks not separated by more



than 4-hours. If outside the 8AM – 5PM timeframe, requires prior coordination and approval.


PSAP Administrators / Agents who are responsible for the operation of the 9-1-1 Call Center.

PREREQUISITES

9-1-1 System is ready for cutover or has already cutover

6.26 Custom Training

PART NUMBER

Custom Training: 000001-09706

COURSE DESCRIPTION This customer training is for on-site training delivery using customer equipment and does not

include training development, if required. This training must be approved by Training Manager

before being quoted.

DURATION

8 hours


PSAP Administrators / Agents who are responsible for the operation of the 9-1-1 Call Center.



E-LEARNING

7.1 E-Learning

Vesta Solutions, Inc., a wholly owned subsidiary of Motorola Solutions, is committed to helping

people be their best in the moments that matter. As part of this effort, we are pleased to offer

Electronic Learning (E-Learning) training courses. In an effort to bring our customers timely,

relevant and convenient product training, the VESTA Solutions Training Delivery Group is

pleased to offer VESTA Solutions E-Learning. VESTA Solutions E-Learning is an online

learning platform that can be accessed anywhere, from any device. Our E-Learning platform

allows VESTA Solutions the ability to deliver up to date content at highly competitive prices.

Further, once purchased, our E-Learning courses are available to the students for a period of

one year allowing students to refresh their knowledge as they see fit.

7.2 VESTA Map Local E-Learning

PART NUMBER

VESTA Map Local E-Learning: 000001-69012

COURSE DESCRIPTION VESTA® Map Local Agent E-Learning course is designed for all users of the VESTA Map Local solution. Upon purchasing the VESTA® Map Local Agent E-Learning course the Motorola Solutions Project Manager or Project Coordinator will obtain a list of student names and email addresses. This information will be used to create an account and enroll each user in the course.

Once the student is enrolled he or she will receive an email inviting them to confirm their account and log into the Learning Management System. The course will be available to each student for 365 days. During this time the student can access the course and brush up on any topics they desire.

Part 1: Welcome and Overview

Provide Overview & Note the difference between Premium & Base

Part 2: Course Contents:

Lists Modules 1 -4. Each module includes a description of its respective content

Documentation Downloads Final Course Assessment



Module 1: Getting Started

Launching the Application Map Description Call Carousel

Knowledge Check Module 1

3 Question Assessment

Module 2: Map & Navigation Tools

Review Aerials Review Map Legend Measurements Capture Map Image Application Information Help



Module 3: Carousel & Information Panel

Carousel Information Panel



Module 4: Search

Search Centering Map



Module 5: Rapid SOS

Rapid SOS


4 Question Assessment Final Course Assessment

24 Question Assessment - Assesses understanding of content covered in Modules 1 - 5



DURATION

1.5 hours


PSAP Agents

PREREQUISITES

None

7.3 DataHub for VESTA Map Local E-Learning

PART NUMBER

DataHub for VESTA Map Local E-Learning: 000001-69013

COURSE DESCRIPTION DataHub for VESTA® Map Local E-Learning course is designed for all Administrators of the VESTA Map Local solution. Upon purchasing the DataHub for VESTA® Map Local E-Learning course the Motorola Solutions Project Manager or Project Coordinator will obtain a list of student names and email addresses. This information will be used to create an account and enroll each user in the course. Once the student is enrolled she or he will receive an email inviting them to confirm their account and log into the Learning Management System. The course will be available to each student for 365 days. During this time the student can access the course and brush up on any topics they desire.

Part 1: Introduction

Provide Overview - What is DataHub and what you need to get started

Part 2: GIS DataHub Registration

Register with GeoComm - This module walks the learner through the GeoComm Registration process.

Module 3: Uploading Map Data

Uploading Map Data - This module explains to the learner the steps required to upload map data to GeoComm.

Module 4: Adding Map Features without changing map attributes



Adding map features - This module covers the process of adding map features without changing map attributes.

Course Assessment

Knowledge Check - Course assessment to display understanding of the product.

DURATION

2 hours


PSAP Administrators

PREREQUISITES

VESTA Map Local Agent E-Learning

7.4 VESTA SMS Admin E-Learning

PART NUMBER

VESTA SMS Administrator E-Learning: 000001-06805

COURSE DESCRIPTION The VESTA 9-1-1 SMS Admin E-Learning is for VESTA Administrators that are utilizing and administering the VESTA SMS application. The VESTA SMS Admin course is conducted via the Motorola Solutions E-Learning platform. The course content covers the Console application for configuring and processing SMS text calls. The course content is as follows:

o System Architecture Overview for SMS Overview of How SMS / Text to 911 Works

o Correlation Between the Configpoint for SMS and the DDS o Adding New Profiles, Roles, and SMS Queues for Existing PSAPs o Handling Emergency Text Calls (Agent / Call Taking Changes)

Text Calls Overview - Text Calls Window - Text Conversations Window - Text Multiple Call Appearances - Audible Notifications of Text Calls - Visual Indicators of Text Calls

Pick Up Queued Text Calls - From a Call Appearance - From the Text Calls Window

Send Manual and Quick Text Messages Transfer Text Calls to Agencies



Call Back Abandoned Text Calls Release and Close Text Conversations Sort Text Calls Requesting Location Information

- Display Call Information for Inbound Text Call - Display Call Information for Abandoned Text Call

o Additional Features (included in this release): In Calls Offline and Post-call processing Changes for ACD Sites (e.g., longest idle) Window Redesign Changes for Call Information Display, Recent Calls, and Dial Pad

DURATION

2 hours


PSAP Administrators

PREREQUISITES

VESTA SMS Agent E-Learning

7.5 VESTA SMS Agent E-Learning

PART NUMBER

VESTA SMS Agent E-Learning: 000001-06806

COURSE DESCRIPTION The VESTA 9-1-1 SMS Agent E-Learning is for Agents utilizing the VESTA SMS application. The VESTA SMS Agent course is conducted via the Motorola Solutions E-Learning platform. Upon ordering the course learners will have access to the content for a period of 365 days.

The course contents:

o System Architecture Overview for SMS Overview of How SMS / Text to 911 Works

o Handling Emergency Text Calls (Agent / Call Taking Changes) Text Calls Overview

- Text Calls Window - Text Conversations Window - Text Multiple Call Appearances - Audible Notifications of Text Calls - Visual Indicators of Text Calls

Pick Up Queued Text Calls - From a Call Appearance - From the Text Calls Window

Send Manual and Quick Text Messages Transfer Text Calls to Agencies



Call Back Abandoned Text Calls Release and Close Text Conversations Sort Text Calls Requesting Location Information

- Display Call Information for Inbound Text Call - Display Call Information for Abandoned Text Call

o Additional Features (included in this release): In Calls Offline and Post-call processing Changes for ACD Sites (e.g., longest idle) Window Redesign Changes for Call Information Display, Recent Calls, and Dial Pad

DURATION

1 hours


PSAP Agents

PREREQUISITES

None

7.6 VESTA Analytics Lite E-Learning

PART NUMBER

VESTA Analytics Lite E-Learning: 000001-24412

COURSE DESCRIPTION This E-learning course covers the following contents:

o Overview of System Components Key Features System Architecture

o User Interface Familiarization / Getting Started Menu Bar

Call List Report Applications System Management

o Displaying Call Events o Searching By Caller’s Number o Creating Call Detail Reports o Generating Reports Based on a Specified Date Range o System Management Options o Course Assessment / Quiz



DURATION

2 hours


PSAP Administrators

PREREQUISITES

None

7.7 VESTA Heads up Display

PART NUMBER

VESTA Heads Up Display: 000001-06606

COURSE DESCRIPTION This course is designed to provide the Call Center Administrators with an understanding of Heads Up Display (HUD) components and how to perform the limited configuration options that Administrators can implement. The course content is as follows:

o Introduction / Overview of HUD o HUD Design Studio Lite

Server or Client Access User Login Create and Modify Priority Messages Create and Modify Ticker Messages Design Studio Lite – Logout

o HUD InView (Optional) Login Select Templates to Display Assign Shortcuts to Templates Logout

o HUD Template Change Requests How to request template changes to Motorola Solutions (e.g., layout, logo, colors, content,

audio alerts) o Knowledge Check / Quiz



DURATION

1.5 hours


PSAP Administrators

PREREQUISITES

None



CANCELLATION POLICY

Cancellations for scheduled training with less than the required 14-day notice negatively impact

resource availability and cost. Therefore, Motorola Solutions has implemented a cancellation

policy to address these issues.

The Training Cancellation Policy will apply to any customer change request that directly or

indirectly affects an existing resource schedule for Motorola Solutions Training. Motorola

Solutions requires all schedule change requests to be submitted in writing no later than 14 days

before the start of the scheduled service (“Notice Period”). Changes received less than 14 days

before the start of the scheduled service are subject to a service charge.

Motorola Solutions Training Services are scheduled in several ways. After submitting a

purchase order that includes Training Services, the customer can schedule Training Services:

Through the assigned Motorola Solutions Project Manager or Project Coordinator

Directly with the Training Services Administrator for I&M classes

In accordance with the process identified in project plan or associated statement of work, as applicable

Once a Training Service has been scheduled, changes must be requested through the same

channel as initially scheduled. Customers who have questions about who they should contact to

schedule Motorola Solutions Training Services or how to make changes to previously scheduled

Training Services should contact Motorola Solutions at 951.719.2100.

Motorola Solutions recognizes many factors drive schedule changes. Motorola Solutions

reserves the right to determine if changes that occurs after the Notice Period for the scheduled

training has a cost impact on VESTA Solutions, and consequently may be eligible for applicable

schedule change service fee.

8.1 Installation & Maintenance / Admin Courses

Written notice of student cancellations will be accepted up to 14 days prior to class start date

without penalty. Notifications can be sent to [email protected].

After that time, cancellations and “no shows” are subject to a service fee not to exceed 50% of

course tuition. All classes are subject to minimum enrollment.

Motorola Solutions reserves the right to cancel a course due to insufficient enrollment up to two

weeks prior to the first day of the course. In this case, Motorola Solutions will offer an alternate

course date or reimburse the registration fee. Motorola Solutions will not accept any further

claims whatsoever.




8.2 End user / Customer courses

Scheduled class cancellations for classes given at the customer site will be accepted within the

Notice Period without penalty. After that time, class cancellations are subject to a service fee not

to exceed 50% of the total class fee. This applies to all student seats reserved for the cancelled

class at the customer site.