--- title: Remote Training Session – Process Guide description: Remote Training | Phone, Portal or Softphones. --- [Skip to content](https://kb.centraltelecoms.com.au/knowledge-base/remote-training-session-process-guide#main-content) English Show submenu for translations Central Telecoms Open main navigation Close main navigation - English Show submenu for translations - Go to centraltelecoms.com.au Go to centraltelecoms.com.au Need help? Search for an article below. - There are no suggestions because the search field is empty. 1. [Central Telecoms Knowledge Base](https://kb.centraltelecoms.com.au/knowledge-base?hsLang=en) 2. [Provisioning](https://kb.centraltelecoms.com.au/knowledge-base/provisioning?hsLang=en) # Remote Training Session – Process Guide ## Once a welcome email is sent to a new customer, the template includes an option for a 15-minute remote training session. This applies only to Phone, Portal, or Softphone, below are the instructions on how to proceed once a customer requests training. #### Step-by-Step Instructions ### 1. Receive Customer Request - A request for a **15-minute training session** is received from the customer (via email or other communication). ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-16-00-5381-AM.png?width=670&height=328&name=image-png-Feb-05-2026-04-16-00-5381-AM.png) ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-16-45-6481-AM.png?width=670&height=203&name=image-png-Feb-05-2026-04-16-45-6481-AM.png) --- ### 2. Create a Ticket in HubSpot - Go to the **Company** or **Contact** record in HubSpot. - Click the **“+ Add”** button on the right-hand side and create a **Ticket**. ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-18-50-2902-AM.png?width=670&height=328&name=image-png-Feb-05-2026-04-18-50-2902-AM.png) --- ### 3. Complete Ticket Details - **Ticket Name:** `Customer/Company Name | Remote Training Session` - Example: *Elite Conveyancing | Remote Portal Training Session* - **Pipeline:** Provisioning - **Provisioning Category:** Remote Training - **Ticket Status:** New ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-18-01-7999-AM.png?width=670&height=328&name=image-png-Feb-05-2026-04-18-01-7999-AM.png) --- ### 4. Confirm Ticket Ownership & Customer Details - Ensure the ticket is **assigned to your name**. - Confirm the **left-hand panel** shows the correct: - Company name - Customer email address ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-20-05-4748-AM.png?width=670&height=328&name=image-png-Feb-05-2026-04-20-05-4748-AM.png) --- ### 5. Email the Customer - Send an email to the customer confirming: - Template: Remote Training Session - Training **date** - **Time** - **Trainer** (must be **Peter** or **Kylie** only) ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-21-29-8054-AM.png?width=670&height=328&name=image-png-Feb-05-2026-04-21-29-8054-AM.png) --- ### 6. Create a HubSpot Task - Create a **task in HubSpot** linked to the ticket. - Schedule the task based on the **customer’s preferred date and time**. ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-22-28-8718-AM.png?width=670&height=328&name=image-png-Feb-05-2026-04-22-28-8718-AM.png) --- ### 7. Update Outlook Calendar - Add the training session to your **Outlook calendar**. - Ensure the calendar status is updated accordingly. Right click on  Calendar and \- Categorized: Remote Training \- Show as Out of Office - Click on the Calendar and send invites (TEAM MEETING) to the trainer and customer. ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-23-13-3995-AM.png?width=670&height=302&name=image-png-Feb-05-2026-04-23-13-3995-AM.png) ![](https://kb.centraltelecoms.com.au/hs-fs/hubfs/image-png-Feb-05-2026-04-31-19-8953-AM.png?width=1426&height=788&name=image-png-Feb-05-2026-04-31-19-8953-AM.png) --- ### Notes - Training sessions are limited to **15 minutes**. - Only **Peter or Kylie** may conduct the training. - Ensure all details are accurately recorded in HubSpot for tracking and reporting. - [General](https://kb.centraltelecoms.com.au/knowledge-base/general?hsLang=en) - [Support](https://kb.centraltelecoms.com.au/knowledge-base/support?hsLang=en#main-content) - [Routers](https://kb.centraltelecoms.com.au/knowledge-base/support?hsLang=en#routers) - [Provisioning](https://kb.centraltelecoms.com.au/knowledge-base/provisioning?hsLang=en#main-content) - [Mobiles](https://kb.centraltelecoms.com.au/knowledge-base/provisioning?hsLang=en#mobiles) - [NBN](https://kb.centraltelecoms.com.au/knowledge-base/provisioning?hsLang=en#nbn) - [Pre-Install Builds](https://kb.centraltelecoms.com.au/knowledge-base/provisioning?hsLang=en#pre-install-builds) - [System Maintenance v2](https://kb.centraltelecoms.com.au/knowledge-base/system-maintenance-v2?hsLang=en) - [IT Helpdesk](https://kb.centraltelecoms.com.au/knowledge-base/it-helpdesk?hsLang=en) - [Cybersecurity](https://kb.centraltelecoms.com.au/knowledge-base/cybersecurity?hsLang=en#main-content) - [CT Web Protect](https://kb.centraltelecoms.com.au/knowledge-base/cybersecurity?hsLang=en#ct-web-protect) [![Chill listening crop-3](https://kb.centraltelecoms.com.au/hs-fs/hubfs/central%20telecoms%20logo.jpg?width=24&height=24&name=central%20telecoms%20logo.jpg "Chill listening crop-3")](http://centraltelecoms.com.au) Central Telecoms Copyright © 2026, Central Telecoms