Technical training is one of the most important services any vendor provides — whether it’s through certifications or self-managed portals. One of the big advantages of Wildix is that we don’t charge extra for our technical training, as we believe it’s crucial for partners to understand our systems. So let’s look at what’s in our technical training program.
W‑FE
The Wildix Field Engineer program is the absolute basic unit of our technical training program. It’s a two‑day course that allows us to explore the Wildix Blue Ecosystem and how it functions. This training program assumes you have a solid foundation in VoIP systems and understand how they broadly work.
Generally, when conducting this training, I will cover:
- Hardware
- System architecture
- Deployment methodologies
- Installation and provisioning
- Management and administration
- Debugging and fault finding
I also cover how to use the Wildix portal to provision PBXs, licensing requirements, creating tickets and how to generate RMAs.
All of this training is designed to give technicians an overview of the Wildix system so they have the knowledge to build a basic PBX and begin working with it.
There’s also W‑FEX, our field engineer expert training program, which takes around eight hours to complete. This self-managed program provides advanced technical training for engineers who have already completed W‑FE and have completed a few installations.
Then there’s the x‑bees training program. This allows engineers to install x‑bees, our AI‑charged business communication platform that shortens sales cycles and drives customer loyalty. The platform builds on our ecosystem and adds in the ability to include AI and advanced integrations to deliver a more powerful UC solution.
The Wildix Blog
Techs can build on their knowledge through the Wildix blog (right here!). The blog is very useful for understanding a bit more about the state of the market, the latest ideas from Wildix and broad updates of our products and our services.
About once a month, we have a product blog post, one that shows what our products can do or a particular aspect of our products.
Examples include:
- Instant Virtual Porting — How our instant virtual porting system works and why it’s useful
- Stopping Spoofed Calls With STIR/SHAKEN — How this technology works to prevent spoofing, keeping your customers secure
- FXS vs FXO — How these two technologies differ
The blog is also a great resource for overall thoughts on the market or an aspect that’s important for UCaaS MSPs. Examples include:
- Measuring Cybersecurity Risk — How risk must be managed by MSPs and vendors to prevent breaches
- Creating a Cybersecurity Incident Plan — Why your organization needs one urgently
- Wildix vs… — Our recurring series on how Wildix solutions stack up against a competitor
All of these can be extremely useful for technicians to know and understand, especially when they’re fielding questions from customers. It’s crucial to remain up-to-date on what customers, MSPs and vendors are talking about, especially when it comes to the latest tech. The Wildix blog can help you do just that.
E‑learning
The Wildix E‑learning platform is one of the most valuable assets for any technician.
This allows you to review a huge range of videos in your language. Sign into the e‑learning platform (or sign up, if you aren’t already!) and then select the appropriate language filter from the dropdown menu.
It’s a hugely versatile tool. If you can’t find the results in German, for example, you can often find what you need in English.
For me, the most valuable videos are these ones (in German, of course):
- Wildix, MS Teams und Office 365
- Konfiguration von SIP Trunks und vereinfachter Debug
- Tech Highlights – Tipps und Scripts
- Audio-Probleme
There are some great English ones as well from Graham Dixon and Jerry Browne. These include:
There’s such a range of topics, though, that you’re almost guaranteed to find the subject you need on our e‑learning site.
Confluence
Extensive documentation is also available, and it’s powered through Confluence. This is a searchable wiki-style collection of all our documentation, and it’s frequently updated — many documents have been updated within the past 24 hours.
This library covers a range of topics related to how the Wildix Blue Ecosystem works, whether it’s setting up a simple dialplan or documentation on our phones or SIP trunk, CLASSOUND.
The vast majority of it is in English, mainly because the documentation is continuously evolving as products are updated or features added. That’s partly why we have the e‑learning platform, as this allows us to produce informative content in languages other than English.
When it comes to content, however, it’s a great resource for anyone as it’s all clearly laid out. If you’re not familiar with the Salesforce Partner Community, for example, it has clear step-by-step to guide you through it — from getting set up to submitting a tech support ticket.
Tech Support
Part of what I do is to answer questions and queries from our partners, especially those relating to tech support. A lot of this documentation is here to make sure our partners can access valuable information to reduce the time spent answering questions.
Yet it’s common for an issue to come up — perhaps there’s an unexpected issue with an integration or there’s a custom request for a dialplan that isn’t covered. That’s where I and the other members of the Wildix tech support team can step in. We are always ready to assist our partners with installations and other aspects of the Wildix Blue Ecosystem where needed.
So if you’ve checked out the documentation, looked at the E‑learning portal, checked out the Facebook page and even threatened the system with a sledgehammer and it still won’t do what you need it to do, submit a ticket through the Salesforce Partner Community. I or one of my team will be on it.
Denny Heyn is the head of tech support for Wildix DACH. A seasoned veteran working with the Wildix Blue Ecosystem, there are few things that he can’t do with it — and he’s seen the company grow and develop significantly throughout his six years here.
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