Jones NCTI Training Kit

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Workforce Performance Solutions™

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Technical Courses
Technical
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Quick Start Installer
Powered by VALT ™
RELATED
COURSES
OVERVIEW Students completing this
This course concisely presents the essentials required by a newly hired installer in course should then enroll in:
the first few weeks of employment with a cable company. With QSI, inexperienced » Installer
installers use e-learning to rapidly develop the valuable skills needed to become » Customer Service for
productive on the job, accelerating their time-to-field. The course presents the Technicians
basics of the drop portion of the cable system, showing the student installations and
customer premises equipment connectivity techniques.
VALT assesses each learner and creates an individualized learning program to focus TRAINING
on what the installer doesn’t know. Then VALT validates when mastery of this FEATURES
information is achieved so installers are confident in their knowledge and ability to
» Knowledge-based,
perform installations right the first time.
broadband and job-
Delivery Options: specific content
1 All VALT learning takes place online. Lessons and final exams are delivered and » Highly illustrated and
taken online. easy to read course
materials
Completion Time: » Curriculum advising
Varies based on the student’s self-study pace, however, the maximum time allowed
» 24/7 lesson feedback
is six months from enrollment.
and progress
monitoring at
BENEFITS www.jonesncti.com
Upon completion students will: » Online testing
» accelerate their time-to-field by quickly learning installer basics
» successfully complete basic, underground and MDU installations
» correctly perform service reconnects, disconnects and outlet relocations
» interconnect a large variety of customer premises equipment to achieve analog
and digital video viewing options per customer request
» receive an industry recognized Jones/NCTI™ certificate of graduation
Ideal for:
» newly hired or inexperienced installers
Visit www.jonesncti.com
/coursepolicy.htm for
COURSE OBJECTIVES important information
Upon completing this course, students will be able to: on computer hardware/
1. d iscuss how signals are processed for distribution through the headend software requirements
2. describe the transmission of signals through a coax and fiber trunk system and student-to-student
3. discuss how radio and TV signals occupy the radio frequency spectrum transfer and
4. list the radio frequency signal requirements for providing a quality signal to extension limitations
customer premises devices
5. identify the different parts and describe the electrical and mechanical
considerations of an F-connector
6. discuss the different kinds of passive devices used in the drop system, their
characteristics and typical applications
(Continued)
For more information call 866.575.7206 or email sales@jonesncti.com

9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
COURSE OBJECTIVES (Continued)
7. list the required clearances of drop cable over streets, roads and driveways and near utility poles and wires
8. define aerial trespass and list the procedures for its prevention during drop cable routing
9. demonstrate the different types of burial techniques, including hand burial, pull-through conduit, routing under
a sidewalk, joint trenching and plowing
10. define grounding and bonding and discuss their importance
11. assess the condition of the existing drop to determine if upgrading is required before reconnecting
12. list the requirements to meet current code or local system requirements when placing or upgrading drops
13. briefly describe how digital TV differs from analog TV
COURSE Outline
1. Cable System Overview 7. Routing Cables and Grounding/Bonding at
Headend, trunk, distribution, drop, providing the Premises
services and reverse signals Attachments, entry point, house wrap, attic,
2. Understanding Signals, Levels basement and through floors
and Frequencies 8. Grounding and Bonding
Frequencies, signal levels and measurements Why, hardware, methods and NEC code for
3. Cable and Connectors powered drops
Cable properties and connectors 9. Reconnects, Disconnects and
4. Drop System Overview Relocating Outlets
Tap, coax, passives and active devices Reconnecting previously installed drops,
disconnecting and relocating outlets
5. Aerial Installations
Connecting at tap, strand/pole, clearances, 10. Describing CPE
routing/aerial trespass, power connections for TV set, set-top terminal, VCR, DVD, PVR and
telephone and connecting at house home theatre receivers
6. Underground/MDU Installations 11. Connecting CPE

Connecting at tap, routing, bury techniques and Video and audio
MDU installations

QckStInstalVALT0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Quick Start Installer
OVERVIEW RELATED
COURSES
This course concisely presents the essentials required by a newly hired installer in
the first few weeks of employment with a cable company. With QSI, inexperienced Students completing this
installers use e-learning to rapidly develop the valuable skills needed to become course should then enroll in:
productive on the job, accelerating their time-to-field. The course presents the » Installer
basics of the drop portion of the cable system, showing the student installations and » Customer Service for
customer premises equipment connectivity techniques. Technicians
Delivery Options:
2 Learning takes place using a textbook. Lessons and final exams are taken online.
TRAINING
Completion Time: FEATURES
is six months from enrollment. » Knowledge-based,
broadband and job-
specific content
BENEFITS
» Highly illustrated and
Upon completion students will: easy to read course
» accelerate their time-to-field by quickly learning installer basics materials
» successfully complete basic, underground and MDU installations » Curriculum advising
» correctly perform service reconnects, disconnects and outlet relocations » 24/7 lesson feedback
» interconnect a large variety of customer premises equipment to achieve analog and progress
and digital video viewing options per customer request monitoring at
» receive an industry recognized Jones/NCTI™ certificate of graduation www.jonesncti.com
Ideal for: » Online testing
» newly hired or inexperienced installers
COURSE OBJECTIVES
Upon completing this course, students will be able to:
1. d iscuss how signals are processed for distribution through the headend
2. describe the transmission of signals through a coax and fiber trunk system
3. discuss how radio and TV signals occupy the radio frequency spectrum
4. list the radio frequency signal requirements for providing a quality signal to
customer premises devices
5. identify the different parts and describe the electrical and mechanical important information
considerations of an F-connector on computer hardware/
6. discuss the different kinds of passive devices used in the drop system, their software requirements
characteristics and typical applications and student-to-student
7. list the required clearances of drop cable over streets, roads and driveways and transfer and
near utility poles and wires extension limitations
8. define aerial trespass and list the procedures for its prevention during drop
cable routing
9. demonstrate the different types of burial techniques, including hand burial,
pull-through conduit, routing under a sidewalk, joint trenching and plowing
10. define grounding and bonding and discuss their importance
11. assess the condition of the existing drop to determine if upgrading is required
before reconnecting (Continued) Workforce Performance Solutions™

12. list the requirements to meet current code or local system requirements when placing or upgrading drops
13. briefly describe how digital TV differs from analog TV
COURSE Outline
1. Cable System Overview 7. Routing Cables and Grounding/Bonding at
Headend, trunk, distribution, drop, providing the Premises
services and reverse signals Attachments, entry point, house wrap, attic,
2. Understanding Signals, Levels basement and through floors
and Frequencies 8. Grounding and Bonding
Frequencies, signal levels and measurements Why, hardware, methods and NEC code for
3. Cable and Connectors powered drops
Cable properties and connectors 9. Reconnects, Disconnects and
4. Drop System Overview Relocating Outlets
Tap, coax, passives and active devices Reconnecting previously installed drops,
disconnecting and relocating outlets
5. Aerial Installations
Connecting at tap, strand/pole, clearances, 10. Describing CPE
routing/aerial trespass, power connections for TV set, set-top terminal, VCR, DVD, PVR and
telephone and connecting at house home theatre receivers
6. Underground/MDU Installations 11. Connecting CPE

Connecting at tap, routing, bury techniques and Video and audio
MDU installations

QckStInstal0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Installer
OVERVIEW Enhancement
The Installer course is the foundation for Jones/NCTI’s Technical Career Path, as » Now including
well as an essential preparation for the Broadband Digital Installer and Installer information on
Technician courses. Beginning with a comprehensive overview of a broadband digital technologies
cable system, the course provides the student with a working knowledge of the
system from the signal sources to the customer premises equipment, while teaching RELATED
the requirements for an installer. The “why” as well as the “how” to perform COURSES
installer functions are taught throughout this course, educating the student in Students completing this
proper installation as well as basic troubleshooting. The student will also learn course should then enroll in:
the processes and procedures surrounding digital signal tests and measurements.
» Broadband Digital
Specific references to more than 50 basic safety standards (OSHA and ANSI) as well
Installer
as electrical codes (NEC and NESC) are made throughout the course.
» Installer Technician
Delivery Options: » Customer Service for
2 Learning takes place using a textbook. Lesson and final exams are taken online. Technicians
Completion Time: TRAINING

FEATURES
» Knowledge-based,
BENEFITS broadband and job-
specific content
Upon completion students will:
» know all the necessary processes, techniques and equipment to function as a easy to read course
tap-to-customer premises installer materials
» effectively troubleshoot commonly occurring broadband analog and digital » Curriculum advising
drop problems » 24/7 lesson feedback
» understand safe installation practices and progress
» be able to explain the differences in programming services to the customer monitoring at
» earn three hours of college credit
» Online testing
» use this course to help prepare for SCTE’s Broadband Premises Specialist
certification
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,
RCDD/OSP, Residential Installer, Installer Level 2 and Technician /coursepolicy.htm for
Ideal for: important information
» newly hired installers on computer hardware/
» experienced technicians and installers interested in a refresher on current software requirements
installation techniques and student-to-student
transfer and
COURSE OBJECTIVES extension limitations
1. u nderstand the operation of a broadband cable system
2. identify
the differences between basic, expanded basic and premium
cable services
3. identify the typical department organizations within a broadband cable company
(Continued) Workforce Performance Solutions™

4. u nderstand the safety regulations, customer service requirements, functions of drop components and
connection/interface of customer premises equipment in a broadband drop system
5. identify customer concerns and solve customer problems
6. correctly use and maintain all required installation hand and power tools
7. fully understand required ladder inspections and practice safe ladder handling techniques
8. thoroughly comprehend the required pole climbing safety inspections and safe pole climbing procedures
9. identify features, controls and components, perform measurements and properly maintain digital multi meters
and signal level meters
10. understand construction of coaxial drop cable and F-connectors and properly install various indoor and
environmentally sealed F-connectors
11. safely and correctly perform single resident aerial and underground installations from the tap to the customer
premises equipment, following all pertinent safety regulations and recommended practices/procedures
12. interpret digital measurements to evaluate digital signal quality
COURSE Outline
1. Broadband Cable System Overview 12. Installing Aerial Drops
Exploring the signal path, categorizing cable services and Routing aerial drop cable, attaching drop cable to the strand
organizing departments for interaction and attaching aerial drop to the premises
2. Drop System Overview 13. Installing Underground Drops
Working safely, providing quality service, understanding Establishing route to the premises, placing cable underground,
drop components and functions and dealing with customer connecting service drop to the customer tap and attaching
premises equipment service drop to the premises
3. Applying Customer Service Skills 14. Routing Premises Coaxial Drops
Characterizing quality customer service, developing your outing exterior drops, routing interior drops through
R
customer service skills, working with customers and working outside walls and crawl spaces, routing interior drops through
with internal customers basements, routing drops within walls and installing broadband
4. Using and Maintaining General Tools cable wall plates
Working with wrenches, selecting and maintaining driving 15. Attaching Premises Coaxial Drops
tools, selecting and maintaining knives, selecting and working ttaching drops to various premises surfaces, attaching
A
with pliers, selecting and working with hammers, selecting drills drops along selected route, mounting security enclosures and
and drill attachments, understanding the value of tool holders evaluating multiple outlet requirements
and working with other tools 16. Bonding and Grounding Drops
5. Using Cable Installation Tools L earning the importance of bonding and grounding, examining
Working with drop cable attachment tools, aerial drop bonding options and bonding customer premises drop
installation tools, underground drop installation tools, 17. Troubleshooting Drop Cable
F-connector installation tools, security tools and cable Recognizing crimp type F-connector problems, noting
fishing tools compression type F-connector problems, examining damaged
6. Working With Ladders coaxial drop cables, calculating abnormal RF signal levels,
Defining ladder types, identifying extension ladder accessories, measuring abnormal DC loop resistance and delineating
using ladders safely, handling extension ladders, handling step- customer-installed cable problems
extension ladders and handling stepladders 18. Troubleshooting RF switches and
7. Climbing Poles Matching Transformers
Climbing equipment and inspection, climbing precautions and ecognizing and correcting passive RF switch and matching
R
climbing techniques transformer problems
8. Operating Digital Multimeters 19. Troubleshooting Drop Splitters and
efining types of DMMs, controls, components and
D Directional Couplers
specifications, measuring voltage, resistance and current and Examining splitter problems and directional coupler problems
caring for and maintaining DMMs 20. Understanding RF Digital Signal Characteristics
9. Measuring Signal Levels Describing digital signal characteristics, explaining digital
Understanding broadband signals, identifying SLM features and modulation, quantifying digital signal quality and examining
components, maintaining SLMs and performing measurements digital signal applications
10. Connectorizing Coaxial Drop Cable
Understanding coaxial drop cable, understanding
F-connector construction, installing indoor F-connectors and
installing environmentally sealed F-connectors
11. Planning the Installation
Performing installation preliminaries and drilling the entry hole

Install0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Techsellence
OVERVIEW RELATED
COURSES
Techsellence is an online course designed to help you remain competitive by
expanding sales opportunities while in the customer’s home. This course teaches Students completing this
field personnel to effectively evaluate each customer’s unique situation, use that course should then enroll in:
information to introduce customers to enhanced services and products and » Broadband Digital
ensure a positive customer experience. The student will learn to quickly grasp Installer
communication and observation strategies by reviewing various customer/field » Installer
personnel interactions. With effective communication skills on the job, the student » Quick Start Installer
will proficiently drive overall customer satisfaction and increase sales.
Delivery Options:
1 All learning, lessons and final exams are delivered and taken online.
The maximum time allowed to complete this course is 90 days from enrollment. This FEATURES
course is not eligible for extensions. » Knowledge-based,
broadband and job-
BENEFITS specific content
Upon completion students will: » Video-rich and
interactive course
» increase product knowledge and enhance customer contact skills
materials
» understand practical applications to test their knowledge and help improve
their job performance » Curriculum advising
» identify clues within the customers’ premises that open new sales and » 24/7 lesson feedback
communication opportunities and progress
» understand the value of caring for customers’ needs and increase customer monitoring at
service ratings www.jonesncti.com
» increase revenue potential for enhanced services » Online testing
» receive an industry-recognized Jones/NCTI™ certificate of graduation
Ideal for:
Field personnel, including:
» technicians
» installers
COURSE OBJECTIVES /coursepolicy.htm for
Upon completing this course, students will be able to: important information
1. evaluate each customer’s situation and use that information for mutual benefit on computer hardware/
2. understand why communication skills are as important as equipment skills software requirements
3. react appropriately to negative customer contact and student-to-student
4. expand their professionalism in the field and give customers one more reason transfer and
to remain loyal extension limitations
5. use teamwork and product knowledge to improve customer satisfaction
6. emphasize the importance of their role and highlight creative ways to increase
customer satisfaction in light of increasing competition
7. identify how to make customers more aware of enhanced services

COURSE Outline
1. Sales and Service Culture 4. Working with the Customer
Discussing fundamentals of customer service and Examining communication techniques
exploring customer situations regarding negative customer contact, identifying
opportunities to upgrade and examining customer
2. Why is Change Needed? scenarios to identify communication techniques
Identifying purpose of customer service,
discussing various communication techniques and 5. Wrap-up
exploring customer service benefits Reviewing communication tools, re-examining
steps to customer service and reviewing areas of
3. How do I do it? product knowledge tied to sales opportunities
Defining teamwork, identifying examples of
teamwork, understanding product knowledge,
identifying benefits of product knowledge,
determining individual level of product
knowledge, examining customer scenarios and
identifying clues and identifying steps to
assist customers

Techsllnce0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
General Safety
OVERVIEW RELATED
COURSES
Increase your safety ratings with a trained workforce. The General Safety course is
a cost-effective, interactive technical training program developed specifically for the Students completing this
telecommunications industry. This innovative, award-winning program is designed course should then enroll in:
to protect your workforce—and your bottom line. By featuring important topics » Quick Start Installer
such as pole climbing, ladder use and power awareness, field personnel are exposed » Installer
to and educated on some of the most accident-prone areas in the industry. Fewer
accidents mean less down time and higher productivity. Using proven training
techniques, this fully interactive online course gets your team thinking “safety first”
in record time at a fraction of the cost. Receive confirmation of test scores that can
TRAINING
be provided to insurance and regulatory groups. FEATURES
» Knowledge-based,
Delivery Options: broadband and job-
1 All learning, lessons and final exams are delivered and taken online. specific content
Completion Time: » Video-rich and
The maximum time allowed to complete this course is 90 days from enrollment. This interactive course
course is not eligible for extensions. materials
» Curriculum advising
BENEFITS » 24/7 lesson feedback
Upon completion students will: and progress
monitoring at
» comprehend preventative measures and correct use of gear during high-risk
www.jonesncti.com
situations such as ladder use, working around power lines and pole climbing
» understand the subtle safety hazards present on every job and how to avoid them » Online testing
» immediately appreciate the importance of safety by use of examples
» understand how taking small preventative measures will pay off in avoiding
bodily injury
» identify potentially unsafe working environments
» understand how injury can affect their personal life
Ideal for:
Field personnel including:
» technicians Visit www.jonesncti.com
» installers /coursepolicy.htm for
» sub-contractors important information
on computer hardware/
COURSE OBJECTIVES software requirements
Upon completing this course students will be able to: and student-to-student
transfer and
1. understand the vital importance and proper use of personal safety equipment extension limitations
2. properly work with various ladder types, stressing the importance of safety
3. correctly perform life-protecting procedures to follow around power lines
4. understand the subtle safety hazards present on every job and how to avoid them
5. operate their vehicle using proven safety measures
6. recognize other situations that may jeopardize safety such as dogs, vehicles
and substance abuse

7. evaluate potentially hazardous situations during hot/cold weather and take proper preventative measures
COURSE Outline
1. Introduction to Safety 6. Working Environment
Defining safety, identifying risk attributes and Identifying nighttime hazards and procedures,
introducing personnel profiles identifying hot weather hazards and procedures,
identifying cold/wet weather hazards and
2. Personal Safety Equipment procedures, identifying bad weather hazards
Detailing climber assembly and proper use, and procedures, identifying customer hazards
detailing hard hat purpose and proper use and procedures and identifying health hazards
detailing glove types and proper use, detailing and procedures
footwear purpose and types, detailing body belt
and safety strap parts and proper use, detailing 7. When to Back Off
eye protection purpose and proper use and Identifying compromising customer situations,
detailing clothing hazards and examining vehicle identifying proper response procedures and
inspection results assessing unsafe situations
3. Pole Climbing 8. Power Awareness

Examining pole climbing equipment, Examining various electrical situations and
identifying safe climbing conditions and examining proper electrical procedures
examining climbing technique
9. Vehicle Safety
4. Ladders Identifying proper vehicle loading procedures,
Examining extension ladder parts, identifying identifying guidelines for equipping a vehicle,
proper extension ladder procedures, detailing detailing pre-trip inspection steps, reviewing parking
mid-span drop procedures, examining stepladder procedures and examining guidelines
parts, identifying proper stepladder procedures and when working in traffic
highlighting ladder safety
10. Substance Abuse
5. Physical Safety Examining dangers of substance use, examining
Detailing back safety and lifting procedures, example of dangerous employee situation,
examining dog encounter procedures and defining substance abuse and reviewing
identifying customer created hazards consequences of inaction

GenSafety0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Customer Service for
Technicians RELATED
COURSES
Created specifically for the communications industry, Customer Service for course should then enroll in:
Technicians is a thorough guide for helping service technicians deliver the highest » Installer
levels of customer service. Designed to provide technicians with tools they can use » Broadband Digital
immediately, the course covers the entire spectrum of customer service-related Installer
issues: common service problems and resolution, proper communication techniques, » Installer Technician
customer account management, retention and loyalty, selling services, stress » Service Technician
management, customer education and understanding advanced communication
» System Technician
competition.
» Fiber Installation and
Delivery Options: Activation
2 Learning takes place using a textbook. Lessons and final exams are taken online. » Fiber Testing and
Maintenance
Completion Time:
» Advanced Technician
TRAINING
FEATURES
BENEFITS
» Knowledge-based,
broadband and job-
» learn how to immediately and positively affect customer satisfaction and specific content
loyalty rates » Highly illustrated and
» save repeat truck roll expenses by educating customers on premises easy to read course
equipment functions materials
» reduce accounting expenses related to billing and customer database errors
» use this course to help prepare for SCTE’s Broadband Premises Specialist
and progress
certification
monitoring at
Ideal for: www.jonesncti.com
Technical personnel of any level, including: » Online testing
» installers
» service technicians Visit www.jonesncti.com
» technical field personnel /coursepolicy.htm for
» technical supervisors and management important information
» technical support staff on computer hardware/
software requirements
and student-to-student
COURSE OBJECTIVES
transfer and
Upon completing this course students will be able to: extension limitations
1. list essential services when contacting a customer
2. identify the obstacles in communication and explain how to overcome them
3. identify the characteristics of a professional, quality voice tone
4. understand how to resolve the concerns of an irate customer
5. explain the importance of communicating customer account information
between office personnel and field technicians (Continued) Workforce Performance Solutions™

6. comfortably and effectively investigate the customer’s interest in communications services
7. list successful techniques for improving resistance to stress
8. explain and demonstrate the features and functions of a universal remote control
9. guide customers in performing computer and software start-ups
10. list several examples of telecommunications standardization efforts
COURSE Outline
1. Providing Customer Service 6. Managing Stress
Characterizing quality customer service, Reducing effects of stress, coping with stress and
developing customer service skills, applying preventing burnout
customer service skills, maintaining
accounts/selling new services, managing stress, 7. Educating Digital Video Customers
educating digital video customers and cable Preparing to educate digital video customers,
modem customers demonstrating digital video features and operating
procedures, guiding customer practice and
2. Communicating Effectively handling difficult customer education situations
Using successful communication techniques,
employing good listening techniques, applying 8. Educating Cable Modem Customers
proper presentation techniques and practicing Reviewing and explaining available printed
effective telephone techniques material, reviewing computer and cable modem
settings and features and guiding customer
3. Retaining Customers practice with software usage
Managing the customer’s problem, responding to
an irate customer and ensuring customer retention 9. Understanding Competitive Services
Summarizing the competitive background,
4. Maintaining Customer Accounts examining communications competition today and
Maintaining accounts, processing accounts, and discovering future competitive services
payments and managing data
5. Selling Communications Services

Preparing sales presentations, applying selling
concepts and executing the sales process

CustServTechs0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Broadband Digital Installer
Powered by VALT ™
RELATED
OVERVIEW COURSES
Students completing this
Broadband Digital Installer introduces the basics of digital video, high-speed
course should then enroll in:
Internet access and telephony services. Presented are typical connection schemes
and functions of home theater components, typical features and functions of » Installer Technician
cable modems, and the basics and installation procedures for telephony services. » Computers and
The electronics intended for entertainment in the customers home has changed Broadband Modems
significantly over the past few years. This course will dissect connection options and » Understanding Voice
operating parameters of electronics such as TV sets, set-top boxes, DVR’s, DVD’s and Data Networks
and audio/video receivers. Students will also learn what is involved in certifying the » Troubleshooting
reliability of the drop for high-speed data service and how to perform the extensive Advanced Services
step-by-step installation procedures. Detailed lessons cover both the basics of and
installation procedures for constant bit rate and Voice over Internet protocol (VoIP)
telephony equipment. Lastly, the course teaches students about communication
service competitors.
TRAINING
VALT assesses each learner and creates an individualized learning program to focus
FEATURES
on what the installer doesn’t know. Then VALT validates when mastery of this
information is achieved so installers are confident in their knowledge and ability to » Knowledge-based,
perform installations right the first time. broadband and
job-specific content
Delivery Options: » Highly illustrated and
1 All VALT learning takes place online. Lessons and final exams are delivered and easy to read course
taken online. materials
Completion Time: » Curriculum advising
Varies based on the student’s self-study pace, however, the maximum time allowed » 24/7 lesson feedback
is six months from enrollment. and progress
monitoring at
BENEFITS www.jonesncti.com
Upon completion students will: » Online testing
» effectively answer customer questions regarding competitive technologies offering

similar digital video services, high-speed data services and voice services
» reduce repeat service calls and improve customer satisfaction Visit www.jonesncti.com
» use this course to help prepare for SCTE’s Broadband Premises Specialist /coursepolicy.htm for
certification and Video, data, and voice endorsement important information
» earn three hours of college credit on computer hardware/
» receive an industry recognized Jones/NCTI™ certificate of graduation software requirements
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, RCDD/ and student-to-student
OSP, Residential Installer, Installer Level 2 and Technician transfer and
extension limitations
Ideal for:
Personnel who need to learn about installing digital video, high-speed Internet
access services and telephony, including:
» installers and technicians
» advanced services installers and technicians
» high-speed data installers and technicians
» telephone installers and technicians (Continued) Workforce Performance Solutions™

COURSE OBJECTIVES
1. understand the order of preference when making connections
2. recognize how digital rights management can influence the digital connection
3. recognize the advantages of connecting audio hardware components using digital interfaces
4. connect any equipment by understanding signal flow
5. identify six key television settings that may need to be configured
6. list examples of setup options that need to be coordinated between interconnected devices
7. identify some solutions to overcoming remote control IR line-of-site limitations
8. compare Internet access options
9. understand the basics of cable modems
10. correctly and safely install high-speed broadband Internet access service
11. instruct the customer how to most effectively use the newly installed high-speed broadband Internet access service.
12. understand Internet basics
13. understand the basics of constant bit rate telephony equipment and services
14. distinguish between traditional telephony services provided by circuit switched technology and VoIP technology
15. list three ways that a cable operator can offer VoIP service
16. name the major hardware in a PacketCable-compliant VoIP network
17. install an indoor/outdoor EMTA to provide VoIP service
18. outline the Telecommunications Act of 1996
19. describe how competing technologies provide the same services to customers
COURSE OUTLINE
1. Connecting Consumer Electronics 7. Installing Constant Bit Rate Telephony Service
Making video connections, making audio connections Identifying NIU installation equipment and tools,
and connecting consumer electronics equipment mounting the NIU, connecting power, connecting
2. Operating Consumer Electronics customer services and testing NIU operations
Identifying video device source selections, 8. Introducing VoIP
understanding menu features, exploring video viewing Exploring the world of VoIP, understanding cable
options and analyzing remote controls telephony’s evolution from CBR to VoIP and
3. Connecting to the Internet understanding how the telephone and VoIP work
Presenting broadband modems, preparing to install a together
cable modem and activating cable modem service 9. Installing VoIP
4. Instructing Cable Modem Customers Exploring VoIP pre-installation issues, installing the
Highlighting available printed material, explaining outdoor EMTA and installing the indoor EMTA
computer and cable modem settings and features and 10. Understanding Competitive Services
facilitating customer practice and software usage Summarizing the competitive background, examining
5. Introducing the Internet communications competition today and discovering
Exploring the Internet’s origins, understanding how the future competitive services
Internet works and using the Internet
6. Introducing Constant Bit Rate Telephony Service
Describing NIU functions, describing NIU access
areas, describing NIU powering methods, describing
NIU provisioning, describing NIU specifications and
describing NIU alarms

BrdDigiInstallerVALT0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Broadband Digital Installer
OVERVIEW RELATED
COURSES
Broadband Digital Installer introduces the basics of digital video, high-speed
Internet access and telephony services. Presented are typical connection schemes Students completing this
and functions of home theater components, typical features and functions of course should then enroll in:
cable modems, and the basics and installation procedures for telephony services. » Installer Technician
The electronics intended for entertainment in the customers home has changed » Computers and
significantly over the past few years. This course will dissect connection options and Broadband Modems
operating parameters of electronics such as TV sets, set-top boxes, DVR’s, DVD’s » Understanding Voice
and audio/video receivers. Students will also learn what is involved in certifying the and Data Networks
reliability of the drop for high-speed data service and how to perform the extensive
» Troubleshooting
step-by-step installation procedures. Detailed lessons cover both the basics of and
Advanced Services
installation procedures for constant bit rate and Voice over Internet protocol (VoIP)
telephony equipment. Lastly, the course teaches students about communication
service competitors.
Delivery Options: TRAINING

2 Learning takes place using a textbook. Lesson and final exams are taken online. FEATURES
Completion Time: » Knowledge-based,
Varies based on the student’s self-study pace, however, the maximum time allowed broadband and
is six months from enrollment. job-specific content
BENEFITS easy to read course
materials
» effectively answer customer questions regarding competitive technologies » 24/7 lesson feedback
offering similar digital video services, high-speed data services and voice services and progress
» reduce repeat service calls and improve customer satisfaction monitoring at
» use this course to help prepare for SCTE’s Broadband Premises Specialist www.jonesncti.com
certification and video, data and voice endorsement » Online testing
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, RCDD/
OSP, Residential Installer, Installer Level 2 and Technician Visit www.jonesncti.com
Personnel who need to learn about installing digital video, high-speed Internet on computer hardware/
access services and telephony, including: software requirements
» installers and technicians and student-to-student
» advanced services installers and technicians transfer and
» high-speed data installers and technicians extension limitations
» telephone installers and technicians

COURSE OBJECTIVES
8. compare Internet access options
10. correctly and safely install high-speed broadband Internet access service
11. instruct the customer how to most effectively use the newly installed high-speed broadband Internet access service
12. understand Internet basics
13. understand the basics of constant bit rate telephony equipment and services
14. distinguish between traditional telephony services provided by circuit switched technology and VoIP technology
15. list three ways that a cable operator can offer VoIP service
16. name the major hardware in a PacketCable-compliant VoIP network
17. install an indoor/outdoor EMTA to provide VoIP service
18. outline the Telecommunications Act of 1996
19. describe how competing technologies provide the same services to customers
COURSE OUTLINE
1. Connecting Consumer Electronics 7. Installing Constant Bit Rate Telephony Service
Making video connections, making audio connections Identifying NIU installation equipment and tools,
and connecting consumer electronics equipment mounting the NIU, connecting power, connecting
2. Operating Consumer Electronics customer services and testing NIU operations
Identifying video device source selections, 8. Introducing VoIP
understanding menu features exploring video viewing Exploring the world of VoIP, understanding cable
options and analyzing remote controls telephony’s evolution from CBR to VoIP and
3. Connecting to the Internet understanding how the telephone and VoIP work
Presenting broadband modems, preparing to install a together
cable modem and activating cable modem service 9. Installing VoIP
4. Instructing Cable Modem Customers Exploring VoIP pre-installation issues, installing the
Highlighting available printed material, explaining outdoor EMTA and installing the indoor EMTA
computer and cable modem settings and features and 10. Understanding Competitive Services
facilitating customer practice and software usage Summarizing the competitive background, examining
5. Introducing the Internet communications competition today and discovering
Exploring the Internet’s origins, understanding how the future competitive services
Internet works and using the Internet
6. Introducing Constant Bit Rate Telephony Service
Describing NIU functions, describing NIU access
areas, describing NIU powering methods, describing
NIU provisioning, describing NIU specifications and
describing NIU alarms

BrdDigiInstaller0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Troubleshooting Advanced RELATED
COURSES
Services Students completing this
OVERVIEW » Fiber Installation and
Activation
This course is focused between the customer tap and the terminal equipment found
» Fiber Testing and
in the home. It teaches the basics of digital RF signals and test equipment used in
Maintenance
evaluating digitally modulated signals and it describes advanced services problems,
instructing the student in how to isolate and resolve trouble. The course also takes » Effective Supervision
the student through common difficulties encountered with personal computers, » Principles of
cable modems and NIUs, providing step-by-step instruction on finding and repairing Management
problems. » Introduction to
Business
Delivery Options:
Varies based on the student’s self-study pace, however, the maximum time allowed FEATURES
» Knowledge-based,
broadband and job-
Upon completion students will: » Highly illustrated and
» solve problems in customer homes related to high-speed Internet access, digital easy to read course
video and broadband telephony services more effectively and efficiently materials
» gain a thorough understanding of the use of test equipment, including digital » Curriculum advising
system analyzers, cable modem analyzers, telephone test sets and twisted-pair » 24/7 lesson feedback
cable testers and progress
» increase their technical knowledge base to maintain and troubleshoot the drop monitoring at
network and customer premises equipment www.jonesncti.com
» receive industry-recognized Jones/NCTI™ certificate of graduation
» Online testing
» use this course to help prepare for SCTE’s Broadband Distribution Specialist,
Broadband Premises Specialist Data, Video, and Voice endorsements and
Broadband Telecom Center Specialist Data and Video endorsements
» gain 12 BICSI continuing education credits for Installer Level 2 or Technician
Ideal for: /coursepolicy.htm for
Personnel assigned to troubleshoot and repair advanced products or services in the important information
customer home, such as: on computer hardware/
» installation repair technicians software requirements
» service technicians and student-to-student
» advanced installers transfer and
» high-speed data technicians extension limitations
Students should complete one or more of the following courses before enrolling in
Troubleshooting Advanced Services:
» Broadband Digital Installer
» Computers and Broadband Modems
» Service Technician

COURSE OBJECTIVES
1. explain the basics of quadrature phase shift keying and quadrature amplitude modulation schemes and their
respective data transfer rates
2. access the digital set-top terminal diagnostic screen through the front panel controls of the digital set-top
terminal and with the remote control
3. delineate four different kinds of digital set-top problems that disrupt digital services
4. display and interpret digital measurements
5. interpret a constellation display
6. list the tools, including software, needed to troubleshoot PCs
7. use
a cable modem system analyzer to verify provisioning and register with the cable modem termination system
8. differentiate the four types of noise that may be encountered in a telephone system
9. determine the cause of noise heard at the network interface unit telephone test jack
10. use a twisted-pair cable tester to test circuit faults on twisted-pair cable utilizing one of three different wiring
configurations
COURSE Outline
1. Understanding RF Digital Signal Characteristics 6. Troubleshooting Cable Internet
Describing digital signal characteristics, explaining Access Service
digital modulation, quantifying digital signal quality Understanding the cable modem provisioning
and examining digital signal applications process, troubleshooting technical and
2. Troubleshooting Digital Video Service, I performance problems
Troubleshooting analog channels, digital channels 7. Troubleshooting Twisted-Pair Inside Wiring
and remote control problems, verifying digital set- Identifying problems and symptoms, describing
top terminal configuration and operation and using problem causes and troubleshooting strategies,
digital set-top terminal diagnostic screen explaining reasons for common problem and
3. Troubleshooting Digital Video Service, II troubleshooting with common test equipment
Differentiating picture quality problems, noting 8. Troubleshooting CBR Telephony Service
audio quality problems, udentifying PPV ordering Outlining the troubleshooting process,
problems, reprogramming parental control troubleshooting from power distributing tap
code, citing various main menu screen problems, to network interface unit, NIU problems,
identifying return path problems, noting video cross-connect problems and identifying
playback and recording problems and delineating broadband network problems
digital set-top terminal problems 9. Using Twisted-Pair Inside Wiring
4. Using Digital Signal Analyzers Test Equipment
Describing digital measurements, preparing digital Using telephone test sets, a tone generator and
signal analyzers for use, making measurements on inductive amplifier probe, a twisted-pair cable
digitally modulated carriers and using cable modem tester, a modular cable tester and introducing
system analyzers the wiremap field test instrument
5. Troubleshooting Personal Computers
Using troubleshooting tools, isolating computer
problems and devising a course of action, applying
troubleshooting guidelines and applying support
responsibilities to troubleshooting

TrblAdSrv0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Computers and
Broadband Modems RELATED
COURSES
Computers and Broadband Modems introduces the fundamentals of personal course should then enroll in:
computer (PC) hardware and software in connection with broadband modems, » Troubleshooting
allowing students to gain a thorough understanding of how the PC and modem Advanced Services
interface with the broadband network. Topics of study include basic troubleshooting, – or –
DOCSIS in the network, operating systems, the system board, input/output devices, » IP Voice
disk drives and much more, making the material an excellent reference tool for PC – or –
concepts and terminology. The course requires no prior technical experience. » Telephone Home
Wiring
Delivery Options:
4 This course contains a CD-ROM.
Varies based on a student’s self-study pace, however, the maximum time allowed is FEATURES
six months from enrollment.
» Knowledge-based,
broadband and job-
» more effectively troubleshoot basic personal computer problems easy to read course
» have a more complete understanding of DOCSIS modems materials
» understand how to complete advanced, high-speed data installations » Curriculum advising
» use this course to help prepare for SCTE’s Broadband Premises Specialist Data » 24/7 lesson feedback
and Broadband Telecom Center Specialist Data endorsements and progress
» earn three hours of college credit monitoring at
» receive an industry-recognized Jones/NCTI™ certificate of graduation www.jonesncti.com
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, » Online testing
RCDD/OSP, Residential Installer, Installer Level 2 and Technician
Ideal for:
Personnel who need to learn about installing digital video, high-speed Internet
access services and telephony including: Visit www.jonesncti.com
» installers
important information
» installer technicians
» technical service representatives
COURSE OBJECTIVES
transfer and
1. identify the four basic functions of the PC
2. explain how devices outside the computer case are connected to the PC
3. identify the three types of software used in a PC
4. compare and contrast soft and hard boots
5. identify four system resources that aid in the communication between
hardware and software (Continued) Workforce Performance Solutions™

6. understand how the categories of physical memory are housed on the system board and expansion boards
7. understand how memory is used by Windows
8. how to use standard resources on a computer system when installing add-on devices
9. describe the DOCSIS standard and how it originated
10. define quality of service and its role in the continuous transmission of high-speed data
COURSE Outline
1. Personal Computer Hardware 6. Memory Management
Understanding the central processing unit, Introducing memory, understanding memory and
explaining personal computer hardware used for Windows, managing memory with Windows and
input and output and personal computer hardware upgrading memory
inside the computer case
7. Floppy and Hard Drives
2. Personal Computer Software Introducing how data is physically stored on a disk,
Understanding the three types of software and using Windows Explorer to manage a floppy drive,
what they do, the operating systems, surveying understanding hard drive technology and using
operating systems and understanding Windows Explorer to manage a hard drive
applications software
8. Peripheral Devices
3. The Boot Process Understanding basic peripheral installation and using
Introducing, examining and detailing the boot process ports and expansion slots for add-on devices
and booting in a Windows environment
9. Understanding Broadband Cable Modems
4. How Software Manages Hardware Resources Understanding DOCSIS, discussing broadband
Defining system resources, understanding the cable modems, cable modem termination systems and
software/hardware relationship and protecting data, understanding DOCSIS in the network
software and hardware
10. Broadband Cable Modem Service Provisioning
5. The System Board Provisioning cable modems, troubleshooting noise
Understanding BIOS, ROM and RAM, buses and and ingress, customer premises equipment and
expansion slots, the CPU and system boards understanding quality of service
For more information, call 866.575.7206 or email sales@jonesncti.com

CompBBModems0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
IP Voice
OVERVIEW RELATED
COURSES
Composed of ten chapters covering the latest in VoIP technology and practices, the
IP Voice course uses full-motion video and animation to closely mirror a hands-on » Understanding Voice
learning environment. The video provides a detailed and realistic demonstration and Data Networks
of the critical skills needed by an installer to successfully deliver voice service. » Introduction to
Learners ride along with an installer as he takes them step-by-step through all the Networking: Home and
aspects of IP voice service, including: preparation, installation in single- and multi- Peer-to-Peer Networks
dwelling units, installation in homes with security systems, troubleshooting and
safety. In addition to teaching practical application, the IP Voice course outlines Students completing this
the important concepts, theories and history behind the delivery of voice services course should then enroll in:
by the cable industry, with a discussion of the transition of technology from analog » Installer Technician
to digital. This well-rounded approach to understanding voice services ensures » Telephone Home
learners comprehend both the how and why of the job they are performing. Wiring
Delivery Options: » Computers and
Broadband Modems
» Broadband Digital
Completion Time:
Installer
The maximum time allowed is 90 days from enrollment. This course is not eligible
for extensions.
BENEFITS TRAINING
FEATURES
» Knowledge-based,
» be prepared to install and support voice services
broadband and job-
» understand the various wiring configurations that are necessary to provide
specific content
voice service
» Video-rich and
» explain voice service installation to customers
» utilize the correct safety procedures during voice service installations
interactive course
» capably troubleshoot telephone service problems in the field
materials
» use this course to help prepare for SCTE’s Broadband Premises Specialist » Online testing
Voice endorsement
Ideal for: Visit www.jonesncti.com
Technical personnel installing and supporting VoIP deployments, including: /coursepolicy.htm for
» installers
» technicians on computer hardware/
» contractors software requirements
» technical management and student-to-student
transfer and
1. e xplain how analog and digital signals are used in voice service
2. discuss the industry standards and specifications that apply to house wiring
3. understand the different types of telephone wire and the various modular
connection methods

4. explain and discuss the installation steps as they relate to customer service
5. describe the step-by-step installation procedures inside the house
6. discuss the step-by-step process for connecting the EMTA, including proper wiring procedures in an NID
7. to connect the EMTA to the RJ31X jack
8. describe the steps you should take before beginning an MDU installation
9. explain how to troubleshoot various telephone service problems
COURSE Outline
1. Background of IP Voice 6. Installation: The Telephone
Explaining how cable and voice services came Installing the EMTA into existing house wiring,
together, defining the basics of circuit-switched calculating the telephone Ringer Equivalence
telephone technology, the basics of IP Voice, Number and why is it important, installing an
explaining how analog and digital signals are EMTA with new wiring, learning how and when
utilized in IP Voice and defining the features and to use straight through and crossover jumpers,
benefits of IP Voice completing the proper wiring procedure for a NID
2. Home Wiring and explaining what the customer needs to know
Explaining a demarcation point, defining and about E911 service
explaining a Network Interface Device (NID), 7. Alarms
comparing different home wiring configurations, Telling why security alarms are an important
explaining the use of an Embedded Multimedia part of an IP Voice install, describing the purpose
Terminal Adapter (EMTA) and uderstanding for the RJ31X jack, connecting the EMTA to
standards that apply to house wiring the RJ31X jack, learning about potential alarm
3. Tools and Telephony Wiring system problems and how to avoid them and
Listing and describing hand tools for IP Voice understanding how IP Voice works with other
Installations, listing and describing materials and home communication devices
hardware associated with an IP Voice installation, 8. Multiple Dwelling Units (MDU)
explaining the types and uses of testing Beginning the MDU installation, explaining the
instruments and describing various modular EMTA wiring required within a MDU, completing
telephone jack connection methods the installation within a MDU, understanding
4. Installation: The Customer restrictions within a MDU and understanding
Defining customer service and explaining why it possible solutions to restrictions within a MDU
is important, describing how your appearance can 9. Troubleshooting
impact customer service, explaining and discussing Understanding common troubleshooting tips,
the installation steps as they relate to customer troubleshooting a service with no dial tone, noise
service, describing how you should conduct on the line, causes of noise on the line and a
yourself before, during and after the customer service where the dial tone continues after
installation process and describing the process dialing a number
used to complete the installation
5. Installation: The Cable
Following step-by-step installation procedures
at the tap, at the ground block, using proper
grounding/bonding procedures and following
step-by-step installation procedures in the home

IPVoice0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Installing SMB
Telecom Service RELATED
COURSES
With the advent of IP Telephony, cable companies can now offer competitive voice Students completing this
and data service to the Small and Medium Business (SMB) sector. This opens up a course should then enroll in:
potentially huge market of new customers, however, there’s a catch. There is not » Understanding Voice
only stiff competition to provide business-class service, but the business customer’s and Data Networks
expectations are different than those of the residential customer. Besides having a » IP Voice
solid network, a proper installation is the most critical component for success. Your » HSD Installations
installers have to offer the best customer experience as well as quality installations
that are done right the first time. With the new Installing SMB Telecom Service
course from Jones/NCTI,™ you can ensure your installers have the tools necessary to
meet the needs of this demanding business customer.
TRAINING
OVERVIEW FEATURES
The Installing SMB Telecom Service course is designed to provide a cost-effective » Knowledge-based,
interactive training program and features rich video content with actual installers broadband and job-
performing real installations and interacting with real customers. Installers have specific content
the opportunity to learn from their peers in a language they understand. The course » Video-rich and
provides training in IP Voice technology, installation processes, as well as critical interactive course
information about how to work in a business environment as opposed to residential. materials
Students will be provided with a job aid/reference guide that will serve as a handy » Curriculum advising
tool for on-the-job reference when in the field. » 24/7 lesson feedback
Delivery Options: and progress
monitoring at
www.jonesncti.com
Completion Time:
» Online testing
Varies based on the student’s self study pace, however, the maximum time allowed
is three months from enrollment.
BENEFITS
Upon completion, students will:
» value the impact phone service has within a business environment
» understand important differences between traditional and digital voice services Visit www.jonesncti.com
» understand how to work with businesses in a professional manner /coursepolicy.htm for
» receive an industry recognized Jones/NCTI certificate of graduation important information
Ideal for: software requirements
Field personnel, including: and student-to-student
» technicians transfer and
» installers extension limitations
» contract installers

COURSE OBJECTIVES
Upon completing this course the student will be able to:
1. understand how business service is different from residential telephone service
2. describe the critical tasks involved in providing outstanding customer care
3. describe the business processes involved in provisioning business telephony
4. understand the types of equipment and wiring found at a typical business
5. explain the purpose of rights-of-way, easements and property covenants
6. define building, equipment, distribution and station wiring types and methods
7. describe the tools technicians use to install business telephone services
8. describe how to analyze building drops and building interfaces to make sure that they conform to the
pre-field inspection report
9. describe issues related to connecting customer premise security systems to the new telephone service
10. explain troubleshooting procedures that help resolve problems with business telephone service
COURSE OUTLINE
1. Defining Business Telephony
2. Understanding Commercial Buildings and Building Wiring
3. Distribution Blocks and Station Jacks
4. Defining the Tools Involved in Delivering Service
5. Customer Telephone Equipment
6. Customer Care
7. The Business Process
8. Business Telephony Installation
9. Security Alarms
10. Troubleshooting

SMBTelecom0309 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
High-Speed Data Installation
OVERVIEW RELATED
High-Speed Data Installation introduces the fundamentals of high-speed Internet COURSES
access service by presenting the typical features and functions of cable modems. Students completing this
The student will gain a thorough understanding of how the PC and modem interface course should then enroll in:
with the broadband network. Topics of study include DOCSIS in the network, » Installer Technician
cable modem provisioning, the role of the cable modem termination system and
» Troubleshooting
more. The student also will learn how to effectively educate customers to the new
Advanced Services
high-speed service.
Delivery Options:
2 Learning takes place using a textbook. Lesson and final exams are taken online. TRAINING
Completion Time:
FEATURES
Varies based on the student’s self-study pace, however, the maximum time allowed » Knowledge-based,
is six months from enrollment. broadband and job-
specific content
BENEFITS » Highly illustrated and
easy to read course
materials
» effectively answer customer questions regarding broadband high-speed » Curriculum advising
Internet in the home
» understand how to install and troubleshoot high-speed Internet service
and progress
issues in the home
monitoring at
» reduce repeat service calls and improve customer satisfaction
www.jonesncti.com
» have a more complete understanding of DOCSIS modems
certification and Data Endorsement
Ideal for:
Personnel who need to learn about installing broadband high-speed Internet
service, including:
» high-speed data installers and technicians Visit www.jonesncti.com
Upon completing this course, students will be able to: software requirements
1. describe several methods of connecting to the Internet and student-to-student
2. understand cable modem status lights for registration and troubleshooting transfer and
3. describe the steps required to certify the reliability of a customer’s cable extension limitations
drop system
4. connect and operate cable modems and computers together
5. verify and change DHCP settings on computers running Microsoft XP and
Macintosh 10.X operating systems
6. instruct the customer how to most effectively use the newly installed
high-speed broadband Internet access service

7. describe the DOCSIS standard and how it originated
8. define quality of service and its role in the continuous transmission of high-speed data
9. explain how a cable modem operates
10. explain how a cable modem termination system operates
11. discuss how long loop automatic gain control adjusts cable modem signal levels
12. discuss all aspects of the two-way communication between a cable modem and a cable modem termination system
13. discuss noise and distortion and preventive measures to limit their effects
COURSE Outline
1. Connecting to the Internet 3. Understanding Broadband Cable Modems
Presenting broadband modems, preparing to Understanding DOCSIS, discussing broadband
install a cable modem and activating cable cable modems, discussing cable modem
modem service termination systems and understanding
DOCSIS in the network
2. Instructing Cable Modem Customers
Highlighting available printed material, 4. B
roadband Cable Modem Service Provisioning
explaining computer and cable modem settings Provisioning cable modems, troubleshooting
and features and facilitating customer practice with noise and ingress, troubleshooting customer
software usage premises equipment and understanding quality
of service

HSpdDataInstall0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Installer Technician Enhancement
» Now including
information on digital
OVERVIEW technologies
Installer Technician focuses on maintaining reliability in the installed drop system. RELATED
The DC electronic theory provides the foundation for understanding decibels, COURSES
signal leakage detection and troubleshooting techniques. A basic mathematics
review helps the student with equations and formulas relating to basic electronic
theory and signal level. Also covered are topics on the features, components, care,
maintenance and use of signal level meters and signal leakage detectors, providing » Service Technician
essential information for troubleshooting customer premises problems. The course » Return Path Operations
concludes with the basic characteristics and functions of line extender amplifiers. » System Technician
The recommended prerequisite for this course is Jones/NCTI’s Installer course. » Fiber Installation and
Activation
Delivery Options:
» Fiber Testing and
2 Learning takes place using a textbook. Lesson and final exams are taken online. Maintenance
Completion Time: » Advanced Technician
» Effective Supervision
TRAINING
BENEFITS FEATURES
» Knowledge-based,
» correctly troubleshoot and maintain the installed drop system broadband and job-
» utilize mathematical equations and formulas related to installed cable systems specific content
» identify, locate and repair common problems from premises to the tap » Highly illustrated and
» use this course to help prepare for SCTE’s Broadband Premises Specialist and easy to read course
Broadband Distribution Specialist certifications, as well as the BPS materials
Video endorsement » Curriculum advising
» earn four hours of college credit
and progress
monitoring at
www.jonesncti.com
Ideal for: » online testing
Technical personnel, including:
» installers
» maintenance technicians
1. u nderstand and apply basic DC electronic theory, perform Ohm’s law software requirements
calculations and discuss relevant broadband cable applications and student-to-student
2. perform basic cable math calculations transfer and
3. explain dB and dBmV fundamentals and broadband cable applications and extension limitations
perform gain and loss calculations
4. operate and maintain installer-type signal level meters and signal leakage
detection equipment
5. identify, locate and repair common problems from the customer premises
equipment to the tap in both single dwellings and MDUs (Continued) Workforce Performance Solutions™

6. u nderstand the theory of operation of line extender amplifiers and explain the functions of amplifier
passives and actives
7. identify the role of national and international organizations in establishing and implementing
telecommunications standards
COURSE Outline
1. Maintaining Drop System Reliability 14. Detecting Signal Leakage
Delivering quality service and troubleshooting the drop Reviewing signal leakage basics, selecting and operating signal
2. Exploring Electrons and Electricity leakage detection equipment and eliminating signal leakage
Establishing electron characteristics, identifying element 15. Troubleshooting Basic TV Problems
categories, understanding electron current flow, electric Examining AC input voltage problems, correcting a hot
current, electrical force and using units of electrical chassis condition, verifying proper RF input levels, fixing
measurement impedance mismatch, recognizing incorrect function
3. Understanding Magnetism and Electromagnetism settings, isolating picture quality problems and fixing
Looking at the history and theory of magnetism stereo TV problems
and electromagnetism and exploring magnetic and 16. T roubleshooting Drop Grounding, Traps and Taps
electromagnetic applications Recognizing and correcting grounding system, trap and
4. Using Positive and Negative Numbers tap problems
Reviewing positive and negative numbers 17. Troubleshooting Hum Modulation and
5. Using Common and Decimal Fractions Flashing Pictures
Understanding common and decimal fractions Recognizing and correcting hum and flashing problems
6. Using Equations and Powers of Numbers 18. Troubleshooting Drop Ingress

Using equations and powers of numbers Recognizing ingress, identifying possible causes of drop-
related ingress and isolating the cause of ingress
7. Understanding Electrical Circuits
Understanding circuit essentials, differentiating current 19. Troubleshooting Beats and Snowy Pictures
flow conditions, defining current types and understanding Troubleshooting active beats and troubleshooting
circuit graphics snowy pictures
8. Understanding Resistance 20. Troubleshooting Picture Impairments in an MDU

Understanding, changing and controlling resistance Troubleshooting picture impairments inside the MDU, at
the lock box, between the wall plate and the lock box and
9. Using Ohm’s Law for Power and Energy at the hot tap
Describing basic electrical characteristics, working
with Ohm’s law, solving power equations and solving 21. Line Extender Amplifier Operation
an energy equation Examining the amplifier housing, line extender AC/DC
powering systems, RF passives and controls, the amplifier
10. DC Series Circuits module and classifying line extender specifications
Circuit requirements, characteristics and calculations
22. Analyzing Analog TV Pictures
11. Understanding Decibels Recognizing basic picture distortions, understanding
Reviewing the history of decibels, making comparisons basic sound distortions and dealing with other sound and
between two values, explaining the concept of bels and picture problems
decibels and understanding power and voltage ratios
23. Telecommunications Standards and Electronics
12. Using dB and dBmV Identifying telecommunications standards, understanding
Working with dBmV and performing signal electronic communication and outlining communication
level calculations system parameters
13. Testing Signal Levels
Understanding broadband signals, identifying SLM
features and components, maintaining SLMs, testing
and troubleshooting

InstallTech0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Telephone Home Wiring
OVERVIEW RELATED
COURSES
Telephone Home Wiring will teach each technician how to correctly install
and troubleshoot the hardware associated with an in-home telephone system. Students completing this
This hardware includes various twisted-pair transport media, interface devices, course should then enroll in:
termination points and the telephone itself. The technician will learn how to avoid » Installer Technician
problems associated with VoIP installations in homes with electronic security » Broadband Digital
systems. The technician is introduced to inside wiring topologies, cable and Installer
connector configurations, TIA/EIA standards and twisted-pair test equipment. » Computers and
Additionally, extensive troubleshooting of twisted-pair wiring is presented to ensure Broadband Modems
the technician is able to solve premises issues related to telephony service.
Delivery Options:
broadband and job-
easy to read course
» effectively answer customer questions regarding telephony technologies in the home
materials
» understand how to troubleshoot twisted-pair wiring issues in the home
» reduce repeat service calls and improve customer satisfaction » Curriculum advising
» use this course to help prepare for SCTE’s Broadband Premises Specialist » 24/7 lesson feedback
certification and Voice endorsement and progress
» receive an industry-recognized Jones/NCTI™ certificate of graduation monitoring at
www.jonesncti.com
Ideal for:
» Online testing
Personnel who need to learn about installing telephone home wiring, including:
» high-speed Internet installers and technicians
» telephone installers and technicians
1. list and explain characteristics of different types of telephones on computer hardware/
2. describe untwisted-pair and twisted-pair telephone wire, their applications software requirements
and color code and student-to-student
3. explain the purpose and applications of the ANSI/TIA/EIA-570B Residential transfer and
Telecommunications Cabling Standard extension limitations
4. install modular plugs/jacks on inside wiring data cables using ANSI/TIA/EIA-
T568-A and T568-B wiring configurations
5. identify the characteristics of shorts and crosses and open circuits within a
twisted-pair inside wiring system
6. describe three types of twisted-pair inside wiring errors
7. describe wiring topologies commonly used for twisted-pair inside wiring

8. use a tone generator and an inductive amplifier probe to perform a telephone line test/polarity test and identify
twisted-pair conductors
9. use a twisted-pair cable tester to test circuit faults on twisted-pair cable utilizing one of three different wiring
configurations and interpret test results
10. understand the potential problems associated with installing telephony in homes with electronic security systems
COURSE Outline
1. Voice Communications 4. T
roubleshooting Twisted-Pair Inside Wiring
Describing the public switched telephone Identifying problems and symptoms, describing
network, identifying network design parameters, twisted-pair wiring problem causes and
understanding the telephone, line signaling and troubleshooting
examining trunk signaling
5. Using Twisted-Pair Inside Wiring Test Equipment
2. Introducing Twisted-Pair Inside Wiring Using telephone test sets, a tone generator and
Introducing the network interface device, inductive amplifier probe, a twisted-pair cable
untwisted and twisted-pair cables, twisted-pair tester, a modular cable tester and introducing the
cable hardware and routing topologies wiremap test instrument
3. I nstalling Twisted-Pair Inside Wiring 6. Installing VoIP in Homes with Electronic

Pre-qualifying existing telephone and broadband Security Systems
services, describing twisted-pair installation tools, Understanding issues related to VoIP installations
routing and attaching UTP, adding a modular and electronic security system incompatibility,
telephone jack, installing modular telephone line installing VoIP with a home security system and
cord plugs and data plugs on UTP cable understanding VoIP problems with
modem-type devices

TeleHmeWir0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Consumer Digital Electronics
RELATED
OVERVIEW COURSES
Consumer Digital Electronics provides students with the knowledge necessary
to understand 21st century consumer electronics. The electronics intended for
entertainment in the customer’s home has changed significantly over the past few » Installer
years. This course will dissect electronics, such as TV sets, set-top boxes, DVRs, DVDs, » Installer Technician
audio/video receivers and speakers. In addition to these devices themselves, the » Service Technician
course will instruct the student on the digital video and audio technologies that bring
signals to these devices and provide for the devices to create a new entertainment
experience for the customer.
TRAINING
Delivery Options: FEATURES
2 Learning takes place using a textbook. Lessons and final exams are taken online. » Knowledge-based,
Completion Time: broadband and job-
Varies based on a student’s self-study pace, however, the maximum time allowed is six specific content
months from enrollment. » Highly illustrated and
easy to read course
BENEFITS materials
Upon completion students will: » 24/7 lesson feedback
» effectively answer customer questions regarding consumer electronics in the home and progress
» understand how to connect and operate consumer electronics in the home monitoring at
» reduce repeat service calls and improve customer satisfaction www.jonesncti.com
certification and Video endorsement
Ideal for:
Personnel who need to learn about digital video services, including:
COURSE OBJECTIVES Visit www.jonesncti.com

Upon completing this course the student will be able to: /coursepolicy.htm for
1. understand the roles of the NTSC and the ATSC in developing television standards important information
2. identify key differences between analog and digital television standards on computer hardware/
3. define SDTV, EDTV and HDTV software requirements
4. describe the reason for and purpose of a CableCard and student-to-student
5. describe the major types of video services that are offered by service providers transfer and
6. distinguish the various flat panel video display technologies extension limitations
7. distinguish the various projection video display technologies
8. compare CRT video display technology to other types of video displays
9. identify characteristics specific to stand alone projector and screen combinations
10. understand the basic functional components and operation of a VCR and VCR+
11. describe the difference between red and blue laser DVD technology

12. understand the potential of video game consoles as an integral part of a home theater
13. explore the video storage attributes of hard drives and flash media
14. explain the BTSC standard, analog and digital sound and the AC-3 surround sound standard
15. list features of A/V receivers and speakers
16. determine how to properly lay out a home theater system
17. recognize common set-top box features
18. use set-top box diagnostics to their full potential
19. understand why MoCA is the preferred home networking technology for the cable industry
COURSE Outline
1. V ideo Standards, Definitions and Services 5. Digital Set-Top Boxes

Encompassing television technology, defining Examining set-top box physical features,
television, regulating and describing digital functional features, using set-top box diagnostics
television services and examining home media networks
2. Video Display Technologies 6. C

onnecting Consumer Electronics
Describing tube-type displays, understanding flat Making video connections, audio connections and
panel displays, identifying projection displays and connecting consumer electronics equipment
analyzing projectors and screens
7. Operating Consumer Electronics
3. V
ideo Recording and Playback Devices Identifying video device source selections,
Examining magnetic tape media, explaining understanding menu features, exploring video
digital disc media, exploring hard drive video viewing options and analyzing remote controls
storage, understanding video game consoles and
introducing other digital storage
4. Audio Technologies, Systems and Services

Examining audio technologies, understanding
sound reproduction systems, laying out a home
theater system and introducing audio services

ConDigiElectronics0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Service Technician
OVERVIEW RELATED
COURSES
This course provides broadband technicians with invaluable information on the
distribution system, including lessons on actives and passives, the fundamentals Students completing this
of cable powering, basic test equipment operation, signal leakage measurements, course should then enroll in:
hardline coaxial cable/connectorization, amplifiers and powering. This course also » System Technician
teaches all the necessary AC electronic theory and application needed to conduct » Fiber Installation and
technical duties at this level. This course also introduces fiber optics, fiber networks Activation
and includes fiber to the home topologies. » Fiber Testing and
Delivery Options: Maintenance
2 Learning takes place using a textbook. Lessons and final exams are taken online. » Advanced Technician
Completion Time:
TRAINING
BENEFITS FEATURES
Upon completion students will: » Knowledge-based,
» correctly perform operation, setup and maintenance procedures for the broadband and job-
distribution system specific content
» use AC electronic theory and calculations in broadband cable system applications » Highly illustrated and
» successfully operate equipment needed to maintain a distribution system easy to read course
» earn four hours of college credit materials
» use this course to help prepare for SCTE’s Broadband Distribution Specialist » Curriculum advising
and Broadband Communications Technician/Engineer Category IV and VI » 24/7 lesson feedback
» gain 12 continuing education credits for RCDD, RCDD/LAN, RCDD/OSP, and progress
Residential Installer, Installer Level 2 and Technician monitoring at
» receive an industry-recognized Jones/NCTI™ certificate of graduation www.jonesncti.com
Ideal for: » Paper-based or
Broadband technicians and other technical personnel involved in maintaining the online testing
distribution system, including:
» service technicians
» line technicians
Visit www.jonesncti.com/
» plant maintenance technicians
coursepolicy.htm for
» installer technicians
Upon completing this course, students will be able to: and student-to-student
1. u nderstand and apply AC electronic theory, perform electronic calculations transfer and
and determine electronic broadband cable system applications extension limitations
2. explain the theory of operation of line passives and calculate the input signal
level, signal loss and output signal level of line passives from a design map
3. explain physical characteristics of hardline coaxial cable, calculate
the attenuation of the cable for various lengths and temperatures and
connectorize the cable
4. splice active and passive devices and activate the broadband cable
system network

5. e xplain the theory of operation of standby and non-standby power supplies, perform preventive maintenance
and calculate AC input voltages to amplifiers from a design map
6. explain the theory of operation and operate digital signal analyzers and time domain reflectometers
7. explain the theory of operation and perform setup procedures to rough-balance distribution amplifiers used in
HFC distribution networks
8. explain the theory of operation and perform setup procedures to rough-balance line extender amplifiers used in
HFC and tree-and-branch topologies
9. explain the optical active and passive components of fiber-optic networks and the applications of various
fiber-optic topologies
COURSE Outline
1. Distribution System Overview 15. Working with Hardline RF Splitters
Applying basic electronics to distribution systems, Identifying splitter types, identifying splitter mechanical
comparing system architectures, examining distribution components, examining splitter electrical characteristics,
system transmission equipment, measuring system vital understanding the theory of splitter operation and
signs and faults and troubleshooting and preventing signal considering applications
outages and impairments 16. RF Directional Couplers and Power Inserters
2. Understanding Fiber Optics and HFC Networks Directional couplers and power inserters
Introducing fiber optics, constructing fiber networks, the 17. Working with RF Taps
evolving HFC network and optimizing the HFC network Identifying types of taps and mechanical components,
3. Developing Prevention Programs examining tap electrical characteristics, understanding the
Ensuring safety awareness, monitoring leakage, stressing theory of tap operation and considering application criteria
preventive maintenance and reducing outages and theft 18. TDR Fundamentals and Operation
4. Alternating Current Describing types of TDRs, understanding TDR theory of
Understanding AC power and waveforms operation and applications, considering TDR preliminaries,
5. AC Waveform Fundamentals noting TDR measurement precautions, learning
Characteristics and values measurement procedures and pinpointing fault site
6. Resistive AC Circuits 19. Powering Cable Networks
Basic relationships, eddy currents, skin effect and Examining ferroresonant power supplies,
sample problems AC power insertion methods and performing
7. Inductance and Transformers powering calculations
Induction, inductance, inductors and transformers 20. Line Extender Setup and Operations
8. Capacitance Recognizing the role of the line extender, performing
Capacitance and capacitors preliminary checks on a line extender, setting up the
9. Reactances forward section of a line extender and setting up the return
Inductive reactance, eapacitive reactance and inductive/ section of a line extender
capacitive reactances 21. Distribution Amplifier Operation
10. Semiconductor Materials and P-N Junctions Understanding types and applications of distribution
Examining semiconductor material, examining N-type and amplifiers, examining the distribution amplifier housing,
P-type semiconductors and examining the P-N junction explaining AC and DC powering of distribution amplifiers,
11. Investigating Diodes and Diode Circuits working with RF passives and controls in distribution
Examining the basic concepts of diodes, sinusoidal inputs amplifiers, understanding the distribution amplifier
and zener diodes, rectifying, switching and exploring module, classifying distribution amplifier specifications,
special purpose diodes setting up and troubleshooting distribution amplifiers
12. Using Digital Signal Analyzers 22. Measuring Signal Leakage
Describing digital measurements and using digital signal Signal leakage overview, measurement equipment and
analyzers to measure digitally modulated carriers preventing and repairing signal leakage
13. Examining Hardline Coaxial Cable
Learning mechanical and electrical properties of hardline cable
14. Coaxial Cable Connectorization
Selecting connectors, selecting adapters, preparing to
connectorize coaxial cables, installing connectors and
weatherproofing Workforce Performance Solutions™

ServiTech0908 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Return Path Operations
Powered by VALT ™
RELATED
COURSES
This course introduces the basic concepts of return path functions and outlines course should then enroll in:
procedures for testing, repairing and maintaining a viable return path for the » Installer
support of new revenue sources and services. The student will learn what affects » Broadband Digital
the return path performance, including ingress, laser clipping, noise, proper system Installer
alignment and installation of equipment at the customer premises. The course also » Installer Technician
demonstrates how high-speed data, PPV, VOD, telephony and other services rely on
» Service Technician
a proper return path operation via the broadband HFC network.
VALT assesses each learner and creates an individualized learning program to » Fiber Installation and
focus on what the learner doesn’t know. Then VALT validates when mastery of this Activation
information is achieved so learners are confident in their knowledge and able to » Fiber Testing and
immediately implement what they have learned. Maintenance
Delivery Options:
TRAINING
1 All VALT learning takes place online. Lessons and final exams are delivered and
taken online. FEATURES
Varies based on the student’s self-study pace, however, the maximum time allowed broadband and job-
is six months from enrollment. specific content
easy to read course
BENEFITS
materials
» gain the knowledge to provide upstream troubleshooting » 24/7 lesson feedback
» maximize revenue by maintaining peak performance levels of set-top equipment and progress
» improve customer satisfaction levels with premises equipment monitoring at
» help speed the rollout of new services specific to the return path www.jonesncti.com
» use this course to help prepare for SCTE’s Broadband Distribution Specialist, » Online testing
Broadband Transportation Specialist and Broadband Communications
Technician/Engineer Category IV
» receive an industry-recognized Jones/NCTI™ certificate of graduation Visit www.jonesncti.com
Personnel who install services, perform demand or preventive maintenance on important information
the coaxial plant or work on the fiber-optic portion of modern HFC networks. on computer hardware/
This includes: software requirements
» high-speed data technicians transfer and
» installers extension limitations
» network technicians
COURSE OBJECTIVES
1. describe the return path signal flow and major transmission elements

2. e xplain the concept of long-loop automatic gain control and how it is used to establish RF levels from cable
modems, set-top terminals and network interface units
3. explain the concept of funneling on the return path and its effects
4. discuss procedures for improving overall return path performance, including use of high-pass filters and
step attenuators
5. explain how test equipment for return path alignment can measure field levels
6. discuss the differences, advantages and disadvantages of single carrier, multicarrier and return sweep testing
7. define and discuss upstream transmit level and attenuation
8. explain how zero span is used on the return path for transient signal and noise measurements
9. describe the concepts of laser clipping and noise funneling and how they affect signals carried on the return path
10. identify methods for multiplexing multiple return paths into a single fiber, including frequency stacking,
wavelength division multiplexing, dense wavelength division multiplexing and digital return
COURSE Outline
1. Return Path Operations Overview 4. Maintaining Return Path Signals
Understanding signal flow in the return path, Explaining the theory of reverse levels, setting levels
learning what can go wrong and maintaining in the return path and balancing the return path
the return path
5. Measuring Signals in the Return Path
2. Introducing Return Path Fundamentals Transmitting and measuring return path signals
Learning return path fundamentals, explaining
how the reverse path works, examining effects of 6. Examining the Optical Return Path
the drop system on reverse signals, assessing the Designating major components in an optical
quality of the drop’s return path and installing return system, identifying optical performance
two-way devices at the customer premises parameters and accomplishing node scalability
through return path multiplexing
3. Troubleshooting the Return Path
Examining return path impairments on the drop
system, understanding sources of return path
impairments, troubleshooting methods and tools
and optimizing return path performance

RtrnPathOps0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Return Path Operations
OVERVIEW RELATED
COURSES
This course introduces the basic concepts of return path functions and outlines
procedures for testing, repairing and maintaining a viable return path for the Students completing this
support of new revenue sources and services. The student will learn what affects course should then enroll in:
the return path performance, including ingress, laser clipping, noise, proper system » Installer
alignment and installation of equipment at the customer premises. The course also » Broadband Digital
demonstrates how high-speed data, PPV, VOD, telephony and other services rely on Installer
a proper return path operation via the broadband HFC network. » Installer Technician
Delivery Options: » Service Technician
2 Learning takes place using a textbook. Lesson and final exams are taken online. » System Technician
Completion Time: » Fiber Installation and
Varies based on the student’s self-study pace, however, the maximum time allowed Activation
is six months from enrollment. » Fiber Testing and
Maintenance
BENEFITS
TRAINING
FEATURES
» gain the knowledge to provide upstream troubleshooting
» Knowledge-based,
» maximize revenue by maintaining peak performance levels of set-top equipment
broadband and job-
» improve customer satisfaction levels with premises equipment
specific content
» help speed the rollout of new services specific to the return path
Broadband Transportation Specialist and Broadband Communications easy to read course
Technician/Engineer Category IV materials
» receive an industry recognized Jones/NCTI™ certificate of graduation » Curriculum advising
Ideal for:
and progress
Personnel who install services, perform demand or preventive maintenance on
monitoring at
the coaxial plant or work on the fiber-optic portion of modern HFC networks.
www.jonesncti.com
This includes:
» service technicians » Online testing
» high-speed data technicians
» installers
COURSE OBJECTIVES on computer hardware/
Upon completing this course, students will be able to: software requirements
1. d escribe the return path signal flow and major transmission elements and student-to-student
2. explain the concept of long-loop automatic gain control and how it is used to transfer and
establish RF levels from cable modems, set-top terminals and network extension limitations
interface units
3. explain the concept of funneling on the return path and its effects
4. discuss procedures for improving overall return path performance,
including use of high-pass filters and step attenuators
5. explain how test equipment for return path alignment can measure field levels

6. discuss the differences, advantages and disadvantages of single carrier, multicarrier and return sweep testing
7. define and discuss upstream transmit level and attenuation
8. explain how zero span is used on the return path for transient signal and noise measurements
9. describe the concepts of laser clipping and noise funneling and how they affect signals carried on the return path
10. identify methods for multiplexing multiple return paths into a single fiber, including frequency stacking,
wavelength division multiplexing, dense wavelength division multiplexing and digital return
COURSE Outline
1. Return Path Operations Overview 4. Maintaining Return Path Signals
Understanding signal flow in the return path, Explaining the theory of reverse levels, setting levels
learning what can go wrong and maintaining in the return path and balancing the return path
the return path
2. Introducing Return Path Fundamentals Transmitting and measuring return path signals
Learning return path fundamentals, explaining
how the reverse path works, examining effects of 6. Examining the Optical Return Path
the drop system on reverse signals, assessing the Designating major components in an optical
quality of the drop’s return path and installing return system, identifying optical performance
two-way devices at the customer premises parameters and accomplishing node scalability
through return path multiplexing
3. Troubleshooting the Return Path
Examining return path impairments on the drop
system, understanding sources of return path
impairments, troubleshooting methods and tools
and optimizing return path performance

RtrnPathOps0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
System Technician
OVERVIEW RELATED
COURSES
System Technician is an indispensable guide for the field technician on how to
activate, test and troubleshoot the RF trunk distribution system. It covers RF trunk Students completing this
and distribution amplifier theory of operation and setup procedures and introduces course should then enroll in:
troubleshooting techniques for power supplies and amplifiers. It also clearly » Digital Technician
presents the FCC Technical Standards testing requirements and procedures and » Fiber Installation and
the NCTA Recommended Practices for system measurements, system sweeping and Activation
testing, signal leakage analysis and spectrum analyzer basics and measurements. » Fiber Testing and
Included are principles of amplitude, frequency and phase modulation. It also Maintenance
teaches techniques for underground construction. This course assumes a working
» Advanced Technician
knowledge of basic HFC broadband networks and electronics up to and including
inductive and capacitive circuits.
Delivery Options:
2 Learning takes place using a textbook. Lessons and final exams are taken online. TRAINING
specific content
» understand how to correctly activate, test and troubleshoot the RF trunk materials
distribution system » Curriculum advising
» be able to properly apply industry and federal guidelines to system analysis, » 24/7 lesson feedback
testing, measuring and sweeping and progress
» know how to correctly construct underground plant monitoring at
» earn four hours of college credit www.jonesncti.com
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, RCDD/ » Online testing
OSP, Residential Installer, Installer Level II and Technician
Broadband Transportation Specialist and Broadband Communications
Technician/Engineer Category III and IV
Personnel responsible for the operation, testing and maintenance of modern HFC on computer hardware/
broadband networks, including: software requirements
» HFC technicians transfer and
» line technicians extension limitations
» maintenance technicians
COURSE OBJECTIVES
1. u nderstand and apply rectification and regulation in ferroresonant and
switching power supplies (Continued) Workforce Performance Solutions™

2. u nderstand and apply basic electronic troubleshooting techniques for power supplies and amplifiers
3. understand and apply theory of operation, explain types of modules and perform setup procedures to rough
balance and sweep trunk and distribution amplifiers
4. understand and apply FCC Technical Standards measurement requirements and NCTA Recommended Practices,
perform FCC tests for system proof-of-performance using a system analyzer, sweep/analyzer, automated testing
system and compile signal leakage data for computing CLI
5. understand and apply the principles of amplitude, frequency and phase modulation
6. understand and apply the techniques for underground construction
COURSE Outline
1. Communications Systems 13. Troubleshooting, Instrumentation and Msmt
Reviewing the history of communications, exploring Introducing the troubleshooting process, understanding
the meaning of communication, examining noise as block diagrams, common test equipment and
a limiting factor, exploring bandwidth and channel troubleshooting electronic devices
allocations and examining communication systems
considerations 14. Communications Circuits
Examining filters, tuned circuit and resonance, exploring
2. Electronic Communications oscillators and examining amplifiers
Examining modulation and understanding multiplexing 15. Amplitude Modulation
3. Trunk System Overview Examining the AM signal, AM transmitters and
Understanding system design symbols and architectures, receivers, exploring single-sideband transmission and
constructing and powering the plant, examining examining single-sideband receivers
transmission components and verifying plant reliability
16. Frequency Modulation
4. Power Supply Circuits Examining frequency modulation, FM signal generation,
Examining rectifier circuits, power supply systems and exploring phase modulation, examining FM receivers
filters and examining regulators and troubleshooting and understanding phase-locked loops
5. Discovering Bipolar Junction Transistors 17. Automated Spectrum Analyzer Basics
Examining the basic types of transistors, BJT operation Introducing and reviewing features of the spectrum
and characteristic curves, exploring an NPN transistor analyzer, operating the spectrum analyzer, using the
circuit model and examining BJT ratings and testing spectrum analyzer in the broadband cable system and
6. Bipolar Junction Transistor Amplifier Circuits using the digital signal analyzer feature
Examining the basic concepts and biasing of amplifiers, 18. Analyzing Signal Leakage
amplifier circuit configurations and exploring Understanding equipment requirements, calculating
classifications of amplifiers CLI, producing system signal leakage reports, generating
7. Operational Amplifiers signal leakage maps and implementing signal leakage
Examining the basic concepts and characteristics of maintenance programs
operational amplifiers, operational amplifier circuit 19. Cable System Sweeping
configurations, operational amplifier input modes and Describing sweep and understanding sweep
exploring operational amplifiers for mathematics specifications, setting up and sweeping the forward
8. Oscillators and Multivibrators and return paths and troubleshooting sweep response
Examining the basic concepts of oscillators, LC problems
sine-wave and crystal oscillators, RC sine-wave 20. Manual Spectrum Analyzer Distortion Measurements
oscillators and multivibrators FCC requirements, NCTA recommended practices and
9. RF Amplifier Operations, I testing for channel distortions using manual procedures
Examining the trunk/bridger amplifier housing,
describing the trunk amplifier module and the bridger 21. Constructing Underground Plant, I
amplifier module Using chain trenchers, digging trenches, burying coaxial
cable directly in ground, burying conduit, pulling cable
10. RF Amplifier Operations, II through conduit, burying preassembled cable in conduit
Control modules, return/reverse amplifier module, and backfilling the trench
status monitoring module, fail safe module operation,
DC power supply module and amplifier power 22. Constructing Underground Plant, II
distribution Understanding plowing, introducing dry boring and
explaining fluid-assisted boring
11. Distribution Amplifier Setup, I
Setting up C-COR FNT amplifier and Texscan
FTMT amplifier
12. Distribution Amplifier Setup, II
Setting up Jerrold Mini-Bridger, Philips Global Network
and Scientific-Atlanta System amplifiers

SysTech1208 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Fiber Installation and
Activation RELATED
COURSES
Fiber Installation and Activation provides indispensable and up-to-date information course should then enroll in:
on the deployment of fiber in optical broadband networks. The course outlines » Fiber Testing and
the basics of light transmission through optical fibers, how fibers are combined Maintenance
into optical cables and how fiber networks are designed and constructed. Network » Advanced Technician
architecture, topology and design are also covered. Fiber Installation and Activation
demonstrates how to install and activate fiber-optic networks and also prepares the
student to splice fibers using mechanical and fusion methods. The course assumes
TRAINING
previous knowledge and experience in RF Broadband Technology.
FEATURES
Delivery Options: » Knowledge-based,
2 Learning takes place using a textbook. Lessons and final exams are taken online. broadband-and job-
4
DVD This course contains a DVD. specific content
Completion Time: easy to read course
Varies based on the student’s self-study pace, however, the maximum time allowed materials
is six months from enrollment. » Curriculum advising
BENEFITS and progress
Upon completion students will: monitoring at
www.jonesncti.com
» understand how fiber-optic systems are designed and constructed
» Online testing
» have the knowledge to identify and use fiber-optic installation equipment
and components
» earn two hours of college credit
Ideal for:
Technical personnel, including:
» fiber optics technicians Visit www.jonesncti.com
» service technicians /coursepolicy.htm for
» network technicians important information
Upon completing this course students will be able to: and student-to-student
transfer and
1. d escribe how a transmitted signal is attenuated inside the fiber
2. recognize common standards used in fiber-optic transmission systems
3. define five tolerance mismatches that can occur during splicing
4. describe safety materials and procedures for handling fiber
5. describe proper cleaning techniques of connectors
6. explain the procedures to prepare a splice closure and a fiber-optic splice tray
7. discuss important considerations and specifications for proper installation of
fiber-optic cable (Continued) Workforce Performance Solutions™

8. d iscuss the differences in coarse wavelength division multiplexing, wide wavelength division multiplexing
and dense wavelength division multiplexing technologies
9. list the steps in the setup of an optical transmitter
10. define and give examples of an optical power budget
11. discuss considerations for optical return path design
12. discuss the application and operation of centralized and distributed node powering
COURSE Outline
1. Discovering Fiber Optics 6. Introducing Construction Techniques
Exploring fiber-optic fundamentals, Identifying the importance of safety, examining
understanding light sources and examining construction practices for fiber-optic cables,
optical detectors performing aerial installations, underground
installations and bringing fiber to the premises
2. Introducing Fiber-Optic Networks
Exploring the basic HFC architecture, 7. Defining Fiber-Optic Transmission
identifying applications and services and citing Systems and Topologies
transmission standards Examining optical modulation techniques,
multiplexing and demultiplexing optical signals
3. Investigating Optical Fibers and and describing fiber-optic topologies
Their Properties
Identifying optical fiber types, evaluating fiber 8. Transmitting and Receiving Optical Signals
performance, examining fiber tolerances and Examining analog optical transmitters, digital
handling fiber safely optical transmitters, transmitting optical
signals, examining optical receivers and using
4. Investigating Fiber-Optic Components amplifiers, repeaters and regenerators
and Connections
Examining fiber-optic cable, optical connectors, 9. Understanding Fiber-Optic System Design
cable management panels and ancillary devices and Reviewing outside plant variables, transmission
examining optical splitters system variables, reviewing system loss budgets,
discussing dense wavelength division multiplexing
5. Preparing Optical Fibers for Connection and exploring system upgrades
and Termination
Preparing to join optical splitters, working with 10. Powering Fiber-Optic Nodes
splice closures, examining various splicing Powering optical networks, examining outside
techniques and installing facility terminations plant power distribution and node equipment

FiberInstallAct0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Fiber Testing and Maintenance
OVERVIEW RELATED
COURSES
Testing and Maintenance for Fiber Technicians provides an understanding of post-
activation fiber-optic theory and application. The course concentrates on the test Students completing this
equipment and procedures necessary to perform testing and maintenance for new course should then enroll in:
fiber-optic links, troubleshooting service outages and restoring fiber-optic links to » Advanced Technician
their original performance specifications. It also describes the process of fiber-optic » Service Technician
restoration planning and implementation of preventive maintenance regimens in an » System Technician
HFC network.
» Return Path Operations
Delivery Options: » Effective Supervision
2 Learning takes place using a textbook. Lesson and final exams are taken online.
4
DVD This course contains a DVD.
TRAINING
specific content
» understand the importance of recording and maintaining fiber-optic link materials
performance documentation » Curriculum advising
» have the knowledge to operate and use fiber-optic test equipment » 24/7 lesson feedback
» be able to correctly set up and use the OTDR for initial testing, turn-up and and progress
restoration purposes monitoring at
» have the ability to read and understand fiber-optic event signatures www.jonesncti.com
» be familiar with basic restoration procedures » Online testing
» earn two hours of college credit
» use this course to help prepare for SCTE’s Broadband Transportation Specialist
and Broadband Communications Technician Engineer Category III certifications
» earn an industry-recognized Jones/NCTI™ certificate of graduation
Ideal for:
Technical personnel involved in installing and maintaining the fiber-optic portion
of HFC networks, including: Visit www.jonesncti.com
» fiber-optic technicians
» network technicians software requirements
COURSE OBJECTIVES transfer and
1. explain the reasons for and benefits of a maintenance plan
2. understand the importance of detailed fiber-optic configuration and
performance documentation
3. describe various fiber-optic test equipment and their applications
4. list the test parameters that must be entered into the OTDR setup table prior
to making any test

5. explain the process of fault location using the OTDR
6. discuss the causes of reflective and nonreflective events viewed on the OTDR
7. compare and analyze test results against system documentation
8. explain how to troubleshoot a service outage in both the inside and outside plant environment
9. outline both emergency and permanent optical system restoration procedures
10. describe the importance and application of status monitoring in a fiber network
11. establish and implement preventive maintenance regimens
COURSE Outline
1. Maintaining Optical Networks 6. Troubleshooting the Fiber Outage
Knowing your system, preparing for what can go Understanding key elements of effective
wrong, understanding the troubleshooting process troubleshooting and outlining the
and documenting adds, moves and changes troubleshooting process
2. Introducing Optical Test Equipment 7. Planning Fiber-Optics Restorations
Examining optical power meters, light sources, Explaining key elements of an effective
optical fiber identifiers, optical fiber talk sets and restoration plan, understanding and identifying
optical loss test sets causes of failures and planning efficiently
3. Presenting OTDR Basics and effectively
Introducing OTDRs, describing OTDR types, 8. Restoring Service in Optical Networks
examining OTDR features and discussing Assembling necessary resources, outlining
OTDR specifications restoration safety concerns, adjusting to the
4. Performing OTDR Measurements restoration scenario and preparing for the
Performing preliminary procedures, recognizing next restoration
OTDR signatures, programming the OTDR, 9. Preventing Optical Failures
understanding OTDR tests, conducting OTDR Inspecting the plant visually, using status
tests and making span measurements monitoring tools, testing optical transport and
5. Conducting Acceptance Testing of a identifying RF effects on optical performance
Broadband Optical Link
Testing optical power and reflectivity,
performing optical transmitter and receiver
tests, examining scalable optical nodes and using
documentation

FiberTestMain0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Advanced Technician
OVERVIEW RELATED
COURSES
This course teaches a broadband technician how to set up, operate and maintain the
headend and apply communication electronics. Beginning with an important lesson Students completing this
on advanced communication competition, the course’s communication electronics course should then enroll in:
theory provides a foundation for understanding broadcast TV, digital TV, microwave, » Understanding Voice and
satellite and data communication systems. Essentials for headend equipment setup Data Networks
and maintenance, video baseband and RF FCC proof-of-performance tests and NCTA » Effective Supervision
Recommended Practices are also taught, providing the key technical knowledge » Introduction to Business
needed to operate and maintain sophisticated broadband cable system headends. » Introduction to
Networking Series
Delivery Options:
» Principles of Management
2 Learning takes place using a textbook. Lesson and final exams are taken online.
Completion Time:
Varies based on the student’s self-study pace, however, the maximum time allowed TRAINING
is six months from enrollment. FEATURES
» Knowledge-based,
Upon completion students will: specific content
» understand how headend systems work together to seamlessly provide
entertainment and information services easy to read course
» possess the requisite communication electronics knowledge to maintain and
materials
operate headends » Curriculum advising
» correctly apply governmental regulations and industry recommended practices » 24/7 lesson feedback
to headend setup and maintenance and progress
» understand the competitive forces and technologies that impact advanced communication monitoring at
» earn four hours of college credit www.jonesncti.com
» receive an industry-recognized Jones/NCTI™ certificate of graduation » Online testing
» use this course to prepare for SCTE’s Broadband Transportation Specialist,
Broadband Telecom Center Specialist (BTCS) certifications and BTCS Video
endorsement
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, RCDD/OSP,
Residential Installer, Installer Level 2 and Technician Visit www.jonesncti.com
Broadband technicians including: on computer hardware/
» system technicians software requirements
» hub technicians and student-to-student
» headend technicians transfer and
» access bandwidth technicians extension limitations
COURSE OBJECTIVES
Upon completing this course students will be able to:
1. understand and apply communication electronics theory
2. understand and apply RF communication transmission and reception fundamentals

3. understand and apply theory of operation, connect and set up signal processing equipment and combine RF
output signals
4. understand various types of telecommunication transmission systems and their associated applications
5. understand the NTSC transmission format
6. understand and apply FCC Technical Standards measurement requirements and NCTA Recommended Practices
7. understand and perform FCC tests for system proof-of-performance using an automated spectrum analyzer and
automated video baseband testing equipment
COURSE OUTLINE
1. Understanding Competitive Services 11. Satellite Communications
Summarizing the competitive background, examining Introducing basic concepts, examining satellite technologies
communications competition today and discovering and capacity and investigating system properties
future competitive services 12. Data Communications
2. Understanding TV Electronics Explaining the evolution of data networks,
Signal origination, signal transmission and signal reception understanding the open systems interconnection
3. Understanding Signal Processors model, examining character codes, identifying data
Understanding TV signal processors and understanding coding methods, reviewing data compression and
the FM stereo processor understanding error detection and correction
4. Modulating and Demodulating Analog TV Signals 13. Analyzing Analog TV Signals
Overviewing the modulation/demodulation system, Types and functions of synchronizing pulses, composite
understanding amplitude modulation (AM) theory, color video signal characteristics, sync pulse encoding,
understanding the modulator and understanding the composite color sync generation, color TV systems, TV
demodulator test signals and signal separation
5. Transmission Lines and Techniques 14. Signal Combining
Examining types of transmission lines, understanding Passive signal combining networks, active signal
characteristic impedance, exploring resonance and combining and headend signal combining
examining transmission line losses 15. Performing FCC 24-Hour Tests with Automated
6. Radio Wave Propagation Spectrum Analyzers
Examining radio wave characteristics, examining Reviewing FCC requirements and NCTA
propagation characteristics, exploring atmospheric recommendations, considering preliminary setup
conditions and extending the communication range procedures, selecting the test time and reviewing printed
test data results
7. Examining Antenna Principles
Examining antenna fundamentals, examining special 16. Measuring Distortion with Automated
characteristics of antennas and improving receive Spectrum Analyzers
antenna signal-to-noise ratio Performing Tektronix 2715 and Hewlett-Packard 8591C
distortion measurement procedures
8. Investigating Antenna Types
Examining types of transmitting antennas, exploring 17. Video Baseband Measurements
antenna arrays, exploring other types of antennas and Video signals, video test equipment and required FCC tests
examining receiving antennas 18. Video Baseband Testing
9. Microwave Communications and Waveguides NCTA Recommended Test Equipment Connections,
Introducing microwave fundamentals, exploring NCTA Recommended Headend Connections, Tektronix
microwave radio, examining microwave resonators and 1780R Testing Procedures, Tektronix VM 700 Testing
introducing waveguides Procedures and Hewlett-Packard 8591C Test Procedures
10. Examining Microwave Communication and Components
Examining microwave electron tubes, examining traveling
wave tubes, examining microwave semiconductors and
exploring reflection amplifiers Workforce Performance Solutions™

AdvTechnician0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Digital Technician
OVERVIEW RELATED
COURSES
The Digital Technician course takes the student beyond digital theory by providing
instruction that applies to the real world, everyday life of a field technician. The Students completing this
student will learn to unravel the seemingly mysterious situations encountered course should then enroll in:
with video, Internet and telephone services in a digital cable network. The student » Understanding
will be exposed to the complexities of digital interoperability standards through a Voice and Data
discussion of digital standards and the organizations from around the world that Communications
create them. Modern digital techniques for overcoming bandwidth limitations along » Introduction to
with all digital modulation schemes and detailed MPEG compression processes are Networking
analyzed. The student will learn how to properly make and interpret the results of » Advanced Technician
digital carrier amplitude and all digital carrier distortion measurements performed
in the field. Relating digital technologies to the products and services offered to
customers by a cable operator and how to troubleshoot them is the ultimate goal for
the student at the conclusion of this course.
TRAINING
2 All learning is delivered via traditional, paper-based distance learning. Lesson » Knowledge-based,
and final exams are taken online.
broadband and
Completion Time: job-specific content
Varies based on the student’s self study pace, however, the maximum time allowed » Curriculum advising
is six months from enrollment. » 24/7 lesson feedback
and progress
BENEFITS monitoring at
Students will: www.jonesncti.com
» Online testing
» complete a comprehensive course that helps installers to understand both the
present and future of digital technology
» study real world applications pertaining to state-of-the art techniques in cable
network operations
» have the ability to expand knowledge and skill set into new arenas while
advancing their career
» service technicians /coursepolicy.htm for
» system technicians important information
» headend techs on computer hardware/
» managers and supervisors looking to keep skills current software requirements
COURSE OBJECTIVES transfer and extension
Upon completing this course, students will be able to: limitations
1. explain the purpose and process for each of the primary data compression techniques
2. define the process of pulse code modulation as it relates to digital television
3. understand how the different local, domestic and international levels of
standards organizations work together
4. explain the difference between the I and the Q carriers

5. explain vectors and bipolar coordinate graphs and their function
6. explain the relationship between symbol rate, bit rate and bandwidth in QAM modulation
7. describe an 8-VSB signal and understand the differences involved in measuring the quality of an 8-VSB signal
versus a QAM signal
8. know the raw and nominal data rates for the typical digital modulation schemes used in the cable industry
9. define the roles of grooming, statistical multiplexing and rate shaping in digital video processors
10. recognize how the resolution bandwidth setting influences digital amplitude measurements
11. describe the difference between peak and average power in a QAM carrier
COURSE Outline
1. Digital Fundamentals 6. Digital Carrier Quality Measurements
Looking at digital history, decimal and binary Preparing for quadrature amplitude modulation,
numbering systems, examining character codes, examining the digital receiver and analyzing the
reviewing data compression, understanding logic QAM carrier
gates, integrated circuits and exploring pulse 7. Understanding MPEG Theory and Practice
code modulation Introducing MPEG, understanding digital video,
2. Digital Standards and Government describing the MPEG-2 data stream and analyzing
Regulations MPEG-2 video quality
Introducing standards organizations, recognizing 8. Applying Digital Technologies
key digital standards, identifying ATSC standards Examining interactive network models, voice
and governing digital video services and video services
3. Digital Modulation Techniques 9. Troubleshooting Digital Services
Explaining a continuous wave carrier, types of Characterizing digital services in the broadband
modulation, BPSK and QPSK, utilizing QAM cable network, digital troubleshooting procedures,
16/64/256 and 8-VSB/16-VSB understanding the effect of the signal levels and
4. Digital Bandwidth Management troubleshooting cable modem service
Allocating the RF spectrum, expanding the
operational spectrum, improving spectrum
efficiency and controlling source content
5. Digital Carrier Amplitude Measurements
Characterizing digital signals, analyzing
power bandwidth, full spectrum loading of the
downstream and measuring return carrier levels

DigiTech0309 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Broadband HFC Network
Testing and Measurements RELATED
COURSES
OVERVIEW
This course provides the student with a comprehensive understanding of system course should then enroll in:
testing theory and application. The course concentrates on the use and selection » Understanding Voice
of proper test equipment and application necessary for testing and complying with and Data Networks
FCC and NCTA testing requirements and recommendations. It also focuses on
» Exploring Wireless
equipment utilization for observing and locating network problems. The student
Technologies
is exposed to the proper use, theory of operation, applications and measurement
procedures for test equipment used in the network from the customer premises to
the headend. The materials provided are also appropriate as a reference tool for
those who need to understand more about testing procedures and terminology. TRAINING
broadband and job-
Completion Time: specific content
easy to read course
BENEFITS materials
Upon completion students will: » Curriculum advising
» be capable of providing upstream troubleshooting » 24/7 lesson feedback
» correctly perform proof-of-performance testing and progress
» utilize NCTA recommended procedures monitoring at
» understand FCC requirements and testing www.jonesncti.com
» correctly monitor system performance and perform necessary preventive and » Online testing
demand maintenance
» have a solid knowledge of OTDR basics, measurements and optical test equipment
Ideal for:
Personnel who install and perform demand and preventive maintenance on coaxial
plant or work on the fiber-optic portion of the modern HFC network, including:
» fiber-optic technicians
» headend technicians
Upon completing this course students will be able to: transfer and
1. perform broadband cable AC/DC voltage and resistance measurements using a DMM extension limitations
2. use an SLM to troubleshoot a drop installation
3. measure video and audio carrier levels and hum modulation per FCC Technical Standards
and NCTA Recommended Practices
4. list and describe system reports generated by cable signal leakage analysis software programs
5. use a TDR to locate coaxial cable impedence mismatches and to confirm and identify unau-
thorized drop cable connections
6. comply with FCC Technical Standards and NCTA Recommended Practices for audio carrier
center frequency separation and video carrier level measurements Workforce Performance Solutions™
(Continued)

7. video measurement sets and measure chrominance to luminance gain and phase, differential gain and differential phase distortions
8. measure visual signal-to-coherent beats, test terminal isolation, and measure hum in compliance with FCC Technical Standards
and NCTA Recommended Practices
9. discuss the advantages and disadvantages of single carrier, multicarrier and return sweep testing
10. connect and use a spectrum analyzer to perform tests on the RF spectrum, including C/N, CTB, CSO, etc.
11. load the Cable TV Measurements and Systems Monitor Personality into spectrum analyzer and configure a test plan
12. perform tests using an optical power meter for measuring transmit and receive power
13. use an OTDR to confirm the performance of an optical link
14. set up the forward RF output level at an optical node
COURSE Outline
1. Operating Digital Multimeters 13. Maintaining Return Path Signals
Defining Types of DMMs, Controls, Components and Explaining the theory of reverse levels, setting levels in the
Specifications, measuring Voltage, Resistance and Current and return path and balancing the return path
Caring for and Maintaining DMMs
2. Measuring Signal Levels Transmitting and measuring return path signals
nderstanding broadband signals, identifying SLM features and
U
components, maintaining SLMs and performing measurements 15. Automated Spectrum Analyzers
Examining concepts of spectrum analysis, identifying
3. Using Digital Signal Analyzers components and functions, setting up equipment, performing
Describing Digital Measurements, using Digital Signal Analyzers automated system measurements and testing RF and fiber
to Measure Digitally Modulated Carriers and using Cable Modem xlink parameters
System Analyzers
16. Performing FCC 24-Hour Tests with Automated
4. Detecting Signal Leakage Spectrum Analyzers
Reviewing signal leakage basics, selecting and operating signal Reviewing FCC requirements and NCTA recommendations,
leakage detection equipment and eliminating signal leakage considering preliminary setup procedures, selecting the test time
and reviewing printed test data results
5. Measuring Signal Leakage
Reviewing Signal Leakage, examining Signal Leakage Measurement 17. Manual Spectrum Analyzer Distortion Measurements
Equipment, identifying Specific Signal Leakage Measurement F CC requirements, NCTA Recommended Practices and testing for
Considerations and preventing and Repairing Signal Leakage channel distortions using manual procedures
6. Analyzing Signal Leakage 18. Measuring Distortion with Automated
Understanding equipment requirements, calculating Spectrum Analyzers
CLI, producing system signal leakage reports, generating Performing Tektronix 2715 and Hewlett-Packard 8591C
signal leakage maps and implementing signal leakage distortion measurement procedures
maintenance programs
19. Introducing Optical Test Equipment
7. Time Domain Reflectometer Fundamentals Examining Optical Power Meters, examining Light Sources,
Types, features, specifications, theory of operation and applications examining Optical Fiber Identifiers, examining Optical Fiber
Talk Sets and examining Optical Loss Test Sets
8. Operating Time Domain Reflectometers
Considering TDR preliminaries, noting TDR measurement 20. Presenting OTDR Basics
precautions, learning TDR measurement procedures and Overview, types, features and specifications
pinpointing fault site
21. Performing OTDR Measurements
9. Performing System Measurements Performing Preliminary Procedures, recognizing OTDR
Examining FCC testing requirements and assessing Signatures, programming the OTDR, understanding OTDR
testing procedures Tests, conducting OTDR Tests and making Span Measurements
10. Analog Video Baseband Measurements 22. Conducting Acceptance Testing of a Broadband
Video signals, video test equipment and required FCC tests Optical Link
Testing optical power and reflectivity, performing optical
11. Video Baseband Testing transmitter and receiver tests, examining scalable optical nodes
NCTA Recommended Test Equipment Connections, NCTA and using documentation
Recommended Headend Connections, Tektronix 1780R Testing
Procedures, Tektronix VM 700 Testing Procedures and Hewlett-
Packard 8591C Test Procedures
12. System Sweeping and Testing
Sweep systems, sweep setup and operating procedures and
spectrum analyzer measurements

BrdHFCNet0608 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Understanding Voice and
Data Networks RELATED
COURSES
Understanding Voice and Data Networks is intended as an introduction to the course should then enroll in:
communications technologies used in transporting voice and data. It provides a » Broadband HFC
broad base of knowledge into communication networks but doesn’t require prior Network Testing and
technical background or experience in the field. The goal of the course is to provide a Measurements
comprehensive understanding of communications technologies and their implications » Introduction to
on business. Understanding Voice and Data Networks combines computer, electrical Networking: Local Area
engineering and business aspects of communication by providing a thorough, Networks
up-to-date presentation of the latest technologies being deployed. The material also
is appropriate as a reference tool for those who need to understand more about
broadband voice and data communication concepts and technologies.
TRAINING
Varies based on the student’s self-study pace, however, the maximum time allowed specific content
is six months from enrollment. » Highly illustrated and
easy to read course
BENEFITS materials
Upon completion students will: » Curriculum advising
» understand voice and data concepts and applications and how they integrate » 24/7 lesson feedback
with broadband business and progress
» understand the technologies specific to voice and data transportation monitoring at
» have a reference tool on voice and data business functions and technologies www.jonesncti.com
» earn three hours of college credit » Online testing
RCDD/OSP, Residential Installer and Installer Level 2/Technician
» use this course to help prepare for SCTE’s Broadband Premises Specialist,
Broadband Telecom Center Specialist Data and Voice endorsements and
Broadband Communications Technical Engineer Category VI certifications
Personnel with little or no prior technical or field experience seeking a broad base of important information
communications network knowledge, or: on computer hardware/
» network technicians software requirements
» headend technicians and student-to-student
» access bandwidth technicians transfer and
» system technicians extension limitations
COURSE OBJECTIVES
1. outline the history of telecommunications technologies
2. describe the responsibilities of IXCs and LECs

3. i dentify the role of national and international organizations in establishing and implementing
telecommunications standards
4. explain the relationship between bandwidth and information transfer
5. explain and compare modulation and multiplexing
6. categorize the different types of copper cables, list their characteristics and describe the applications of each
7. identify and explain the various fiber-optic system components and describe their application in the network.
8. describe the function of the major components of Signaling System 7 and outline the process for making a call
through the network
9. identify the components of a modern switching system and explain how GoS and estimated traffic are used in
system design
10. list the cellular network components and explain the cellular network access process
11. explain the purpose of the OSI reference model protocol layers
12. describe how a network device accesses a network using LAN access methods
13. list and discuss the purposes of the devices that perform Internetworking functions
14. discuss the transmission of a message by various packet-switching technologies
15. explain the process of VOIP Internetworking
COURSE Outline
1. Overview of Telecommunications 9. Data Communications
Exploring the history of telecommunications and Explaining the evolution of data networks,
classifying telecommunications and data networks understanding the open systems inter-connection
2. Telecommunication Standards and Electronics model, examining character codes, identifying data
Identifying telecommunications standards, coding methods, reviewing data compression and
understanding electronic communications and understanding error detection and correction
outlining communication system parameters 10. Network Communications
3. Electronic Communications Reviewing data link protocols, explaining the OSI
Examining modulation and understanding model implemented in LANs, listing LAN access
multiplexing methods, comprehending LAN technologies and
examining Internetworking
4. The Copper Transmission Media
Listing copper cables, understanding attenuation in 11. Wide Area Network and Broadband
copper cables and cabling architectures Access Technologies
Understanding packet-switching networks,
5. The Fiber-Optic Transmission Media examining integrated services digital network,
Introducing fiber-optic fundamentals, exploring reviewing synchronous optical networks,
fiber-optic topologies, examining fiber-optic introducing asynchronous transfer mode, defining
implementation and introducing future issues in fiber packet over sonet and looking at residential or
6. Voice Communications small business access technologies
Describing the public switched telephone network, 12. Internet and Converged Networks
identifying network design parameters, understanding the Exploring the TCP/IP (Transmission Control
telephone, line signaling and examining trunk signaling Protocol/Internet Protocol) model, explaining IP
7. Intelligent Networks addressing, examining virtual private networks,
Examining interoffice trunk signaling, listing understanding converged networks and describing
intelligent network services and exploring business Voice over IP
telephone systems
8. Wireless Communications
Exploring the cellular mobile telephone system,
comparing analog and digital access, identifying
wireless applications and products and examining
satellite communications

UndVcDatNet0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Exploring Wireless RELATED
COURSES
Technologies Students completing this
OVERVIEW » Return Path Operations
» Understanding Voice
The wireless industry is growing at an exponential rate to keep pace with rapidly
and Data Networks
increasing demand for “information at our fingertips.” Broadband service providers
increasingly are adding a wireless offering to their product portfolio. » Introduction to
Networking: Peer-to-
This course provides a comprehensive introduction to the underlying theory, design Peer Networks
techniques and core principles of wireless system operation. The student will be
» Internetworking with
introduced to the underlying fundamentals of communication systems and circuits,
TCP/IP
modulation, transmission line theory, antennas and satellite communications.
» Introduction to
Jones/NCTI™ recommends that the student taking this course should have an Networking: Wide Area
understanding of electricity and electronics or have completed the Installer, Installer Networks
Technician and Service Technician courses of the Jones/NCTI technical career path.
The student also should be familiar with computer networks, or have completed the TRAINING
Jones/NCTI course, Introduction to Networking: Local Area networks. FEATURES
2 Learning takes place using a textbook. Lessons and final exams are taken online. broadband and job-
specific content
Completion Time:
Varies based on a student’s self-study pace, however, the maximum time allowed is
easy to read course
materials
BENEFITS
» understand fading and multipath problems monitoring at
» describe the effect of weather on microwave signals www.jonesncti.com
» understand different modes of wireless access » Online testing
» discuss the application of wireless LAN technologies
» use this course to help prepare for higher-level wireless courses
Personnel who need to learn about new wireless technologies; wireless cable /coursepolicy.htm for
extensions, the wireless quad play or wireless networking, including: important information
» installers (note prerequisites) on computer hardware/
» broadband technicians software requirements
» advanced services installers and student-to-student
» technical management transfer and
COURSE OBJECTIVES
1. e fficiently explain the process of modulation and demodulation
2. explain the role modulation plays in sending and receiving a message
3. describe the method of generating an AM signal

4. identify and explain the stages of a typical receiver and their functions
5. describe an automatic gain control circuit
6. determine the required bandwidth for an FM signal
7. find the radio wave horizon distance when given antenna height
8. understand the cause for fading and multipath reception
9. describe the concept of reciprocity in antenna theory
10. describe antenna radiation patterns
11. identify a dipole antenna and its transmission line interface
12. explain how antennas achieve gain and directionality
13. describe the effects of weather on microwave signals
14. name the modes of wireless access
15. list and discuss the characteristics and application of wireless LAN technologies
COURSE Outline
1. Communications Systems 7. Examining Antenna Principles
Reviewing the history of communications, Examining antenna fundamentals, special
exploring the meaning of communication, characteristics of antennas and improving receive
examining noise as a limiting factor, exploring antenna signal-to-noise ratio
bandwidth and channel allocations and examining
communications systems considerations 8. Investigating Antenna Types
Examining types of transmitting antennas,
2. Communications Circuits exploring antenna arrays, exploring other types of
Examining filters, tuned circuits and resonance, antennas and examining receiving antennas
exploring oscillators and examining amplifiers
9. Microwave Communications and Waveguides
3. Amplitude Modulation Introducing microwave fundamentals, exploring
Examining the AM signal, AM transmitters and microwave radio, examining microwave resonators
receivers, exploring single-sideband transmission and introducing waveguides
and examining single-sideband receivers
10. Examining Microwave Communications
4. Frequency Modulation and Components
Examining frequency modulation, FM signal Examining microwave electron tubes, traveling
generation, exploring phase modulation, wave tubes, microwave semiconductors and
examining FM receivers and understanding exploring reflection amplifiers
phase-locked loops
11. Satellite Communications
5. Transmission Lines and Techniques Introducing basic concepts, examining satellite
Examining types of transmission lines, technologies and capacity and investigating
understanding characteristic impedance, exploring system properties
resonance and examining transmission line losses
12. Wireless Communications
6. Radio Wave Propagation Exploring the cellular mobile telephone system,
Examining radio wave characteristics, propagation comparing analog and digital access and
characteristics, exploring atmospheric conditions identifying wireless applications and products
and communications and extending the
communications range

ExWirelessTech0608 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Introduction to Networking:
Home and Peer-to-Peer RELATED
Networks COURSES
OVERVIEW
Introduction to Networking demonstrates how to build and operate a small and Data Networks
computer network, such as a home network. The course teaches the fundamentals » Computers and
of networking and data communication and outlines how the all-digital network Broadband Modems
transports voice, video and data. It also identifies and explains the hardware,
software, protocols and signals that are essential to understanding how networks
TCP/IP
operate. Students learn how signals travel across different types of physical network
structures and how those signals carry useful data from one device to another.
Networking terminology and acronyms are defined and explained. The course also
demonstrates how the same key principles and components form the foundation TRAINING
of all networks, from the smallest peer-to-peer systems to the worldwide Internet. FEATURES
Introduction to Networking is designed for those who have a basic understanding of » Knowledge-based,
personal computers and their applications. broadband and job-
3 Learning is a combination of online and textbook activities.
easy to read course
Completion Time: materials
Varies based on the student’s self-study pace, however, the maximum time allowed » Curriculum advising
is six months from enrollment. » 24/7 lesson feedback
and progress
BENEFITS monitoring at
Upon completion students will: www.jonesncti.com
» understand how to set up and administer a simple home or office network » Online testing
» identify common problems that can stop communication in a network
» demonstrate the use of common types of networking hardware and software
» relate how the all-digital network delivers voice, video and data services
» explain to a customer how the Internet works
» earn a $15 voucher toward SCTE membership and certification enrollment fees
» earn three hours of college credit Visit www.jonesncti.com
» use this course to help prepare for SCTE’s Broadband Telecom Center Specialist /coursepolicy.htm for
Data Endorsement important information
Ideal for:
Technical personnel supporting Internet-based services, including:
» broadband technicians
transfer and
» access bandwidth technicians
» system technicians

COURSE OBJECTIVES
1. identify the different types of networking hardware and software
2. describe the various physical and logical topologies used and discuss their implementation
3. discuss industry networking standards and enforcement
4. explain how network signals are transmitted over wired and wireless systems
5. describe what protocols are and why they are necessary
6. describe the different types of addresses that computers use to send and receive information
7. explain the OSI Model, and describe how information flows between two communicating computers
8. describe the technologies used in local area networks (LANs) and wide area networks (WANs)
9. identify the common types of networking devices and explain the purpose of each
10. explain how the Internet works in simple terms
11. understand how to build and operate a small peer-to-peer network
12. describe remote connectivity
COURSE Outline
1. Computers and Software in Networks 5. LANs
Devices on networks, internal computer components: LAN data link protocols, Ethernet, token ring and
CPU, I/O, memory and NICs, software and popular FDDI, wireless LANs, LAN software architectures and
operating systems information flow between client and server
2. Carrier Signals, Cable Types and 6. Network Components
Network Topologies Repeaters and hubs, bridges, switches,
Communication and signals, network topologies and routers and gateways
overview of a structured wiring system 7. WANs
3. Computer Protocols and Services Point-to-point WAN services and switched
Protocols, layers of protocols and services and WAN services
communicating across a network 8. Integrating the Course Elements
4. The OSI Model Building a small, peer-to-peer network and expanding
Introduction to the OSI model, the physical layer, the small network
the data link layer, the network layer, the transport
layer, the session layer, the presentation layer and the
application layer


IntroNetHPP0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Wide Area Networks RELATED
COURSES
Introduction to Networking: Wide Area Networks describes the concepts, » Understanding Voice
technologies and functions of wide area networks (WANs) and how they help and Data Networks
support broadband-related services such as Voice over Internet Protocol (VoIP).
» Computers and
The course begins by explaining how WANs can be used to support voice and data
Broadband Modems
services in commercial businesses through private branch exchange (PBX). It then
discusses how WAN technology transports information across a network, focusing
TCP/IP
on cable modems, switched circuits, leased lines, Asymmetric Digital Subscriber
Line (ADSL) and T-carriers. Also covered: the function of various WAN protocols,
including High-Level Data Link Control (HDLC), Serial Line Internet Protocol (SLIP)
TRAINING
and Integrated Services Digital Network (ISDN). FEATURES
» Knowledge-based,
The course includes information on converged technologies and their supporting broadband and job-
services, including VoIP, Asynchronous Transfer Mode (ATM) and frame relay. specific content
VoIP networks are explained and the market factors motivating enterprises to
use this service are also explored. The course concludes with an explanation of
easy to read course
private/public-switched telephone networks (PSTN), virtual private networks
materials
(VPNs) and PSTN remote access services.
Delivery Options: » 24/7 lesson feedback
3 Learning is a combination of online and textbook activities. and progress
Completion Time: monitoring at
Varies based on the student’s self-study pace, however, the maximum time allowed www.jonesncti.com
is six months from enrollment. » Online testing
BENEFITS
» identify the physical and logical technologies used for WAN communications
» configure WANs to support network-based services such as VoIP
» combine WAN and LAN technologies to build an end-to-end enterprise
networking solution Visit www.jonesncti.com
» identify layered WAN protocols to support networking applications, including
remote access, VPNs and voice over technologies such as VoIP
» understand how WANs relate to delivering voice and data services to
commercial enterprises
transfer and
Ideal for: extension limitations
Technical personnel supporting Internet-based services, including:

COURSE OBJECTIVES
1. d escribe the development and operation of today’s telecommunication infrastructure
2. identify the physical and logical technologies used for WAN communications
3. explain the operation of physical layer technologies, such as switched circuits, leased lines, T-carrier and
Synchronous Network (SONET)
4. explain the operation of Data Link Layer technologies such as High-Level Data Link Control (HDLC), Serial Line
Internet Protocol (SLIP) and Point-to-point Protocol (PPP)
5. explain the operation of higher layer protocols including Integrated Services Digital Network (ISDN), Frame
Relay and Asynchronous Transfer Mode (ATM)
6. differentiate between packet switching, frame switching, frame relay and cell relay
7. understand the basic characteristics of 802.16 wireless technology
COURSE Outline
1. Fundamentals of WANs 4. Data Link Layer WAN Protocols
Classification of networks, telecommunication, A layer above, HDLC, SLIP, PPP and end-to-end
voice networks, voice network technology, PBX connectivity
fundamentals, PBX features and functions, 5. Higher-Layer WAN Protocols
computer data and the voice network, digitizing ISDN concepts, protocols, implementation and
the voice, integration of services and elements of frame relay concepts, protocols, implementation
the telecommunications business and X.25
2. WAN Concepts and Components 6. WAN Solutions
Physical and logical circuits, connecting to ATM concepts, implementation, devices,
WAN circuits, analog networks, analog sample network, SMDS and IEEE 802.16:
modems, modem compatibility, digital the wireless last mile
networks, microwave communications, satellite
communications and end-to-end connectivity 7. Convergence of Communications Over
WAN Technologies
3. Physical Layer WAN Protocols Voice over alternative technologies, fundamental
Summary of data rates, dial-up and leased lines, VoIP network components, factors driving the
SW56, VSAT, T-carriers and E-carriers, ADSL, demand for packet telephony, private VPNs and
cable modems and SONET PSTN remote access

IntroNetWAN0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Local Area Networks RELATED
COURSES
Introduction to Networking: Local Area Networks explains the concepts, technologies course should then enroll in:
and components used to build and maintain local area networks (LANs). Students » Introduction to
completing this course will have a solid understanding of the fundamentals needed Networking: Wide Area
to build and maintain LANs. They will also be well prepared to operate the all- Networks
digital Internet Protocol (IP) networks being deployed by cable operators.
Students will learn about popular LAN protocols and concepts, including Ethernet, and Data Networks
Token Ring and asynchronous transfer mode (ATM). This course also introduces the » Computers and
network operating systems most widely used in local area networks: Novell NetWare, Broadband Modems
Windows and Linux. Additionally, the course covers the principles of network design » Internetworking with
and the roles of hubs, switches and routers to optimize network traffic. Lessons also TCP/IP
include information on the elements of wireless LAN technologies, Ethernet Data
Link protocols, 10 Gigabit Ethernet, Virtual LANs (VLANs) and Layer 3 switching.

3 Learning is a combination of online and textbook activities. FEATURES
materials
» understand how to build a small peer-to-peer network
» correctly use the tools necessary to analyze and troubleshoot computer networks » 24/7 lesson feedback
» identify and explain the purpose of the common types of networking devices and progress
» have a basic understanding of how the Internet works monitoring at
» earn three hours of college credit www.jonesncti.com
» describe what Internet protocols are and their roles in establishing local » Online testing
area networks
Technical personnel supporting Internet-based services, including: /coursepolicy.htm for
» broadband technicians important information
» network technicians on computer hardware/
» headend technicians software requirements
» access bandwidth technicians and student-to-student
» system technicians transfer and
COURSE OBJECTIVES
1. explain the characteristics of the three types of physical media used in LANs
(copper, fiber and wireless)
2. compare and contrast the operation of Ethernet, Token Ring, ATM and
wireless networks (Continued) Workforce Performance Solutions™

3. identify the different types of Ethernet networks and explain their relationship to each other
4. explain the basic approaches of traffic isolation and broadcast containment in Ethernet LANs, including Quality
of Service (QoS)
5. identify the LAN architecture that best meets a user’s requirements
6. identify the primary advantages of the client/server networking model
7. describe the key features and characteristics of Windows, Novell NetWare and Linux
COURSE Outline
1. Review of LAN Fundamentals 6. The Novell Platform
Network classifications and topologies, programs, NetWare 6.x Overview, NetWare 6.x Server and
the OSI model and processes, protocols and layers Novell eDirectory
2. Connecting Computers 7. Network OS Software – The 32-Bit
NICs, review of cable properties, WLANS, media Windows Family
selection and installation, and UTP patch cables The 32-Bit Windows OS Architecture
and connectors 8. Linux
3. Ethernet LANs Linux Architecture and Linux features
Review of Ethernet, Ethernet frame format, fast 9. Analysis of LANs
Ethernet, gigabit Ethernet, 10 gigabit Ethernet, Overview of the network development process,
switched Ethernet configurations, VLANs and working with binary and hexadecimal numbers,
Layer 3 switches and LAN analysis and testing tools
4. ATM LANs
Introduction to ATM, ATM standards, interfaces
and virtual circuits, ATM architecture, LAN
emulation, ATM devices and ATM deployment
5. LAN Networking Software
Review of client/server and NOS fundamentals,
RPCs, file servers, print servers, web servers,
other common servers and backup and disaster
prevention


IntroNetLAN 0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Wireless RELATED
COURSES
This study of wireless networking technology combines radio frequency (RF) and course should then enroll in:
local area networking (LAN) fundamentals. It begins with a study of the basic » Introduction to
concepts and building blocks of the convergence between RF and networking Networking: Wide Area
technologies. Networks
The student is introduced to wireless LAN infrastructure devices, antennas, access » Understanding Voice
points, the 802.11 network architecture, wireless technology standards, governing and Data Networks
bodies, troubleshooting, RF math, RF behavior, installation and security measures. » Computers and
This course targets both novice and experienced technicians who wish to gain a solid Broadband Modems
understanding of wireless networking to complement their knowledge of traditional » Internetworking with
wired networking. TCP/IP
Jones/NCTI™ recommends that the student taking this course should have an
understanding of electricity and electronics or have completed the Installer, Installer
Technician and Service Technician courses of Jones/NCTI’s technical career path. TRAINING
The student also should be familiar with computer networks, or have completed the FEATURES
Jones/NCTI course Introduction to Networking: Home and Peer-to-Peer Networks
» Knowledge-based,
and/or Local Area Networks.
broadband and job-
3 Learning is a combination of online and textbook activities. » Highly illustrated and
is six months from enrollment. » Curriculum advising
monitoring at
Upon completion students will: www.jonesncti.com
» gain a solid understanding of wireless networking to complement their knowledge » Online testing
of traditional wired networking in both home and business applications
» understand the different modes of wireless access
» learn the fundamentals of RF, as well as the features and functions of wireless Visit www.jonesncti.com
LAN components /coursepolicy.htm for
» gain the skills needed to install, configure and troubleshoot wireless LAN important information
hardware, peripherals and protocols on computer hardware/
» receive an industry-recognized Jones/NCTI certificate of graduation software requirements
Ideal for: and student-to-student
Technical personnel supporting Internet-based services, including wireless networks, transfer and
together with: extension limitations
» installer service and system technicians

COURSE OBJECTIVES
1. define and apply the basic concepts of RF technology, including how spread spectrum technologies apply to
wireless LANs
2. explain the fundamental principles and concepts behind installing, configuring and maintaining wireless LANs
3. describe the organizations and regulations that govern wireless LANs
4. demonstrate the necessary knowledge for complying with regulations that apply to setting up and maintaining a
wireless LAN
5. install, set up and maintain a wireless network using various hardware devices, such as access points, bridges,
gateways and antennas
6. analyze and troubleshoot the problems that can occur with wireless LAN data transmission, including
multipath, hidden nodes and interference
7. secure the transmission of data over a wireless LAN and identify the different types of attacks that can occur
from hackers
COURSE Outline
1. Introduction to Wireless LANs FCC, IEEE, major organizations and
The wireless LAN market and applications competing technologies
2. RF Fundamentals 7. The 802.11 Network Architecture

RF, VSWR, principles of antennas and Locating a wireless LAN, authentication
RF mathematics and association, service sets and power
management features
3. S pread Spectrum Technology
Introducing spread spectrum, FHSS, DSSS, 8. Physical Layers
and comparing FHSS and DSSS How wireless LANs communicate, interframe
spacing, RTS/CTS and modulation
4. Wireless LAN Infrastructure Devices
Access points, wireless bridges, wireless 9. T
roubleshooting Wireless LAN Installations
workgroup bridges, wireless LAN client Multipath, hidden node, near/far, system
devices, wireless residential gateways and throughput, types of interference and range
enterprise wireless gateways considerations
5. Antennas and Accessories 10. Wireless LAN Security

RF antennas, PoE devices and wireless WEP, attacks on wireless LANs, emerging
LAN accessories security solutions, corporate security policy and
security recommendations
6. W
ireless LAN Organizations and Standards

IntroWireless0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Internetworking with
TCP/IP RELATED
COURSES
Cable operators are converting their technology from traditional RF, FDM systems course should then enroll in:
to Internet Protocol (IP) transportation to enable a greater number and variety of » Understanding Voice
services. Technicians called upon to support this conversion will be required to and Data Networks
understand how IP and related protocols work together to enable video, data and » Computers and
voice services in the new IP-based networks. Broadband Modems
The Internetworking with TCP/IP course introduces networking protocols, including
transmission control protocol (TCP), HTTP, TFTP and FTP and outlines how to test
and troubleshoot Internetworked communications systems. It also instructs how to TRAINING
recognize, describe and implement TCP/IP application services so the student is capable FEATURES
of providing support for voice, video and data-related services in digital networks. » Knowledge-based,
Delivery Options: broadband and job-
specific content
3 Learning is a combination of online and textbook activities. » Highly illustrated and
Upon completion students will: monitoring at
» understand how to install, test and troubleshoot IP-based communication systems www.jonesncti.com
» effectively design and implement systems to support email, remote terminal » Online testing
access, networks, web access and other TCP/IP services
» successfully support voice, video and data services in IP networks
» earn a $15 voucher toward SCTE membership and certification enrollment fees
» use this course to help prepare for SCTE’s Broadband Telecom Center Specialist
Data endorsement
Technical personnel supporting Internet-based services, including: /coursepolicy.htm for
transfer and
COURSE OBJECTIVES
1. recognize TCP/IP layers, components and functions and map them to the
Open System Interconnection (OSI) model

2. d escribe and implement TCP/IP application services that support email, remote terminal access, network
management, web access and file transport across routed networks
3. explain TCP/IP protocols used to transport data over intranets, extranets and the Internet
4. identify and use Internet navigation and search tools, such as web browsers and hypertext transfer protocol
(HTTP), as well as file transfer services, such as file transfer protocol (FTP) and trivial file transfer protocol (TFTP)
5. design and implement subnetworks
6. choose a routing protocol based on network size and service requirements, including quality of service/type of
service (QoS/ToS) routing, variable-length subnet mask (VLSM) and link redundancy
7. describe TCP/IP support services, including domain name service (DNS) and dynamic host configuration
protocol (DHCP)
8. use TCP/IP tools to troubleshoot and isolate Internetwork communication failures
9. explain how TCP/IP supports converged voice and data networks
COURSE Outline
1. TCP/IP Structure Addressing 5. TCP/IP Services
Open system interconnection (OSI) model review, Domain name nervice (DNS), dynamic host
Internet protocol suite, internet addressing and configuration protocol (DHCP) and network
Internetworking devices address translation (NAT)
2. Overview of TCP/IP Applications 6. Routing TCP/IP

Summary of transmission control protocol/ IP Routing
Internet protocol (TCP/IP) applications, web
browsers and servers, telnet, file transfer protocol 7. Troubleshooting a TCP/IP Network
(FTP) and email Troubleshooting principles, winipcfg, packet
Internet groper (Ping) and tracert
3. TCP/IP Addressing and Subnets
Number conversion and subnetting fundamentals
4. TCP/IP Protocols
IP, address resolution, user datagram protocol
(UDP), TCP and connection establishment and
moving information across the network

INetTCPIP0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Customer Management
and Support Courses
Customer Management
and Support Courses

Excellence in Customer Service
OVERVIEW RELATED
COURSES
Excellence in Customer Service discusses broadband-specific topics such as account
maintenance, effective communication techniques, stress management, sales Students completing this
processes and service level differentiation. The course also explores the history of course should then enroll in:
cable TV, technology and regulatory bodies. Graduates of Excellence in Customer » Cable Network
Service will be uniquely qualified within the cable industry to provide the highest Overview
levels of broadband-specific customer service. » Delivering Cable
Services
Delivery Options:
» Basic Broadband
Troubleshooting
Completion Time:
six months from enrollment. TRAINING
FEATURES
BENEFITS
» Knowledge-based,
Upon completion students will: broadband and job-
» understand fundamental broadband troubleshooting practices specific content
» increase customer satisfaction levels and retention rates » Highly illustrated and
» increase customer awareness of revenue-generating services easy to read course
» better determine when a customer call requires a dispatch materials
» more accurately handle customer account information and billing » Curriculum advising
» utilize stress management techniques » 24/7 lesson feedback
» earn three hours of college credit and progress
All nontechnical personnel interfacing with the customer, including: » Online testing
» customer service representatives
» service supervisors and managers
COURSE OBJECTIVES
Upon completion students will be able to:
1. explain how cable TV evolved from rural master antenna systems to
high-tech broadband networks of today important information
2. discuss the roles of regulatory bodies including the FCC, local franchising on computer hardware/
authorities and other local, state and federal agencies as they pertain to software requirements
cable TV systems and student-to-student
3. describe the difference between various video services provided in a transfer and
cable system extension limitations
4. briefly tell how video, data and voice signals are transported between the
cable system headend and individual customers
5. tell how customer accounts are managed to maintain accurate customer
information, including billing, services, address information and more
6. practice effective communication skills, including listening, asking
questions, overcoming objections, identifying good telephone answering
techniques and more (Continued) Workforce Performance Solutions™

7. follow proper sales process to complete a sale
8. handle a cancellation request in a manner that will promote retention of the customer
9. manage stress by using effective coping skills, heeding emotional overload warning signs and practicing
various relaxation techniques.
10. briefly describe a process for conducting simple technical troubleshooting to resolve a customer problem or
provide valuable information for a technician to respond to a service call
COURSE Outline
1. Exploring the History of Broadband Cable 6. Selling Broadband Services
Understanding original signal reception quality, Knowing your service offerings, organizing a sales
exploring improved signal reception quality, examining kit, responding honestly, following the first-person
system operation development, considering service principle, matching services to the customer’s viewing
expansion, delivering “over-the-air” programming, interests and presenting features, benefits and
delivering microwave programming, delivering satellite value, greeting the customer, verifying information,
programming, learning about local government identifying the type of call, identifying the customer’s
regulations, discussing state government regulations, interests, building your presentation, recommending
looking at federal government regulations and services, maintaining the customer’s commitment,
discussing the Federal Communications Commission looking for buying signs, closing the sale, identifying
2. Presenting Cable Video Services the customer’s concerns, addressing the customer’s
Reviewing basic cable service, understanding expanded concerns and completing the sale
basic service, defining premium cable service, 7. Understanding the Role of Customer Service
understanding digital video cable service and listing Reviewing the CTAM report, looking at NCTA
cable video services standards, defining quality customer service, serving
3. Understanding How a Broadband Cable your customer, understanding the four Cs, learning
System Works communication strategies and maintaining a
Identifying signal sources, exploring the headend, professional image
distributing broadband signals, organizing the 8. Retaining Customers
workforce and interacting for success, defining Using the “stop, look, and listen” technique,
external and internal customers and understanding understanding basic problem-resolution steps, dealing
customer service processes with an irate customer, handling a service cancellation
4. Managing Customer Accounts and Data request, appreciating the customer, seeking feedback
Adjusting accounts, understanding damaged or and improving service
lost equipment policies, dealing with NSF check 9. Managing Stress
returns, providing refunds, explaining the customer’s Understanding stress, using effective coping skills,
bill, understanding the billing process, collecting avoiding sabotaging behaviors, improving your
on delinquent accounts, understanding payment resistance to stress, responding positively, relieving
responsibilities, batching and posting payments, stress physically, assessing your stress level, heeding
collecting cash payments, discussing cash drawer emotional overload warning signs, practicing various
reconciliation, entering data, entering orders and relaxation techniques, avoiding destructive style
looking at company reports patterns, considering WMSDs, preventing WMSDs and
5. Communicating Effectively using exercises to reduce the risk of WMSDs
Visualizing the communication model, overcoming 10. Troubleshooting Fundamentals
obstacles, using strategic communication techniques, Handling technical problems, defining types of
hearing vs. listening, understanding listening obstacles, technical problems and understanding what to avoid
listening effectively, using proper voice quality, asking
effective questions, avoiding dangerous phrases,
exhibiting professional courtesy and answering
incoming calls

ExcellCustServ0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Cable Network Overview
Powered by VALT ™
RELATED
COURSES
Cable Network Overview introduces employees to broadband cable systems, course should then enroll in:
providing a general knowledge of broadband equipment, operation, terminology » Delivering Cable
and competitive services. Those taking this course will have a fundamental Services
understanding of how broadband cable’s revenue-driving operations work, without » Excellence in Customer
being overburdened by too much information on technology. The text carefully Service
explains and the graphics extensively illustrate how antennas, signal processing » Basic Broadband
equipment, amplifiers and other electronic devices work in the HFC network to Troubleshooting
process, control and transport signals from the system headend to the customer
premises equipment. Broadband cable’s competition is also discussed and compared
to broadband cable services.
TRAINING
VALT assesses each learner and creates an individualized learning program to focus FEATURES
on what the learner doesn’t know. Then VALT validates when mastery of this infor-
» Knowledge-based,
mation is achieved so learners are confident in their knowledge and able to immedi-
broadband and job-
ately implement what they have learned.
specific content
Delivery Options: » Highly illustrated and
easy to read course
1 All VALT learning takes place online. Lessons and final exams are delivered and
taken online. materials
Completion Time:
six months from enrollment. and progress
monitoring at
www.jonesncti.com
BENEFITS » Online testing
» understand the fundamental, revenue-generating services broadband business is
providing for its customers
» more effectively function in a broadband industry environment
» more efficiently work with technical personnel
» compare and contrast broadband cable to its competition Visit www.jonesncti.com
» earn one hour of college credit /coursepolicy.htm for
» receive an industry-recognized Jones/NCTI™ certificate of graduation important information
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, on computer hardware/
RCDD/OSP, Residential Installer and Installer Level 2/Technician software requirements
Ideal for: transfer and
All non-technical personnel interfacing with the customer including: extension limitations.
» entry-level employees
» dispatch staff
» sales and marketing staff
» administrative personnel

COURSE OBJECTIVES
1. explain the major functions that occur in a headend
2. describe some of the drop system’s major components and their functions
3. identify active and passive components of the trunk system
4. describe how aerial and underground networks are constructed
5. describe how radio frequency signals are combined
6. identify test equipment used to verify proper system performance of the feeder system
7. describe actions that contribute to making customer service a priority
8. list the most common customer-provided equipment
9. outline the major effects of the Telecommunications Act of 1996
COURSE Outline
1. Broadband Cable System Overview 4. Installing at the Drop
Exploring the signal path, categorizing Preparing a quality install, performing the aerial
cable services and organizing departments drop install and performing the underground
for interaction drop install
2. Understanding the Trunk System 5. Understanding Competitive Services

Introducing the trunk, identifying trunk Summarizing the competitive background,
system components, constructing the plant examining communications competition today and
and maintaining the trunk discovering future competitive services
3. Understanding the Feeder System

Introducing the feeder, describing feeder
components and maintaining the feeder

CableNetOverVALT0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Cable Network Overview
OVERVIEW RELATED
COURSES
Cable Network Overview introduces employees to broadband cable systems,
providing a general knowledge of broadband equipment, operation, terminology Students completing this
and competitive services. Those taking this course will have a fundamental course should then enroll in:
understanding of how broadband cable’s revenue-driving operations work, without » Delivering Cable
being overburdened by too much information on technology. The text carefully Services
explains and the graphics extensively illustrate how antennas, signal processing » Excellence in Customer
equipment, amplifiers and other electronic devices work in the HFC network to Service
process, control and transport signals from the system headend to the customer » Basic Broadband
premises equipment. Broadband cable’s competition is also discussed and compared Troubleshooting
to broadband cable services.
Delivery Options:
Varies based on a student’s self-study pace, however, the maximum time allowed is » Knowledge-based,
six months from enrollment. broadband and job-
specific content
materials
» understand the fundamental, revenue-generating services broadband business is
providing for its customers
» more effectively function in a broadband industry environment » 24/7 lesson feedback
» more efficiently work with technical personnel and progress
» compare and contrast broadband cable to its competition monitoring at
» earn one hour of college credit www.jonesncti.com
RCDD/OSP, Residential Installer and Installer Level 2/Technician
Ideal for:
All non-technical personnel interfacing with the customer including:
» entry-level employees
» dispatch staff on computer hardware/
» sales and marketing staff software requirements
» administrative personnel and student-to-student
transfer and
1. explain the major functions that occur in a headend
2. describe some of the drop system’s major components and their functions
3. identify active and passive components of the trunk system
4. describe how aerial and underground networks are constructed

5. describe how radio frequency signals are combined
6. identify test equipment used to verify proper system performance of the feeder system
7. describe actions that contribute to making customer service a priority
8. list the most common customer-provided equipment
9. outline the major effects of the Telecommunications Act of 1996
COURSE Outline
1. Broadband Cable System Overview 4. Installing at the Drop
Exploring the signal path, categorizing Preparing a quality install, performing the aerial
cable services and organizing departments drop install and performing the underground
for interaction drop install
2. Understanding the Trunk System 5. Understanding Competitive Services

Introducing the trunk, identifying trunk Summarizing the competitive background,
system components, constructing the plant examining communications competition today and
and maintaining the trunk discovering future competitive services
3. Understanding the Feeder System

Introducing the feeder, describing feeder
components and maintaining the feeder

CableNetOver0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Delivering Cable Services
OVERVIEW RELATED
COURSES
Delivering Cable Services describes the delivery of video, voice and high-speed
Internet services. It begins with an excellent overview of the technology of broadband Students completing this
cable systems, defines the terminology associated with that technology and outlines course should then enroll in:
how broadband systems operate. The course takes the student through each part » Basic Broadband
of the cable system and demonstrates the practices that personnel must follow to Troubleshooting
perform installations at the customer premises. Also included are lessons on system » Effective Supervision
maintenance, troubleshooting, federal and local regulations and safety procedures » Introduction to
and guidelines. Business
Delivery Options: » Introduction to
2 Learning takes place using a textbook. Lessons and final exams are taken online. Marketing
» Principles of
Completion Time:
Management
BENEFITS TRAINING
FEATURES
» Knowledge-based,
» discuss the processes and technology related to installing, operating and
broadband and job-
maintaining broadband systems
specific content
» assist the customer in understanding how broadband technology will work
in the home » Highly illustrated and
» compare and contrast broadband technology to its competitors easy to read course
» understand how federal and local regulations impact broadband technology materials
deployment » Curriculum advising
» earn three hours of college credit » 24/7 lesson feedback
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, and progress
RCDD/OSP, Residential Installer, Installer Level 2 and Technician monitoring at
Personnel needing to understand how cable services are delivered to the customer,
especially those handling technical issues via the phone; including: Visit www.jonesncti.com
» customer service representatives /coursepolicy.htm for
» new technical support staff important information
» network operations center (NOC) staff on computer hardware/
» sales staff software requirements
» marketing employees and student-to-student
transfer and
Upon completing this course students will understand:
1. how the broadband cable signal travels from the headend to the customer premises
2. how signal modulation and processing are accomplished in the headend
3. how the signal security techniques of addressability and traps work
4. how the Internet protocol handles a phone call in a broadband cable network

5. how a cable modem works
6. how lasers and other optoelectronic equipment function
7. procedures that technicians must use when handling fiber optic cable
8. what causes signal outages in the cable system
9. what steps are involved in routing and connecting drop cable in aerial and underground installations
10. how the installer connects a cable-ready TV set and VCR
11. what methods are involved in performing signal leakage monitoring
12. what personal safety practices are necessary for technical and non-technical employees
COURSE Outline
1. Cable Technology Overview 6. Delivering Video Services
Discussing the basics, introducing the electromagnetic Understanding analog video, digital video and
spectrum, understanding electronics basics and describing signal security and control
recognizing the value of training
7. Delivering Voice Services
2. Processing Signals at the Headend Understanding cable telephony today, examining
Understanding basic signal processing concepts, phone networks and exploring developments in
processing satellite signals, terrestrial FM and cable telephony
AML microwave transmissions, locally inserted
programming, return path signals from the 8. Delivering Data
distribution system and incoming out-of-system Introducing the data revolution, describing cable
voice and data modems and using data in the real world
3. Understanding Fiber Optics and 9. How to Connect Customer Equipment

HFC Networks Installing inside the premises, connecting customer
Introducing fiber optics, constructing fiber networks, premises equipment and installing digital services
understanding HFC topologies and introducing future
issues in fiber 10. Understanding Network Maintenance
Introducing maintenance programs, performing
4. Aerial Drop Installations routine procedures and understanding test equipment
Aerial drop cable routing, drop cable strand
attachment and aerial drop attachment to the premises 11.Understanding Regulatory Issues and Safety
Understanding regulation, ensuring safety on the job
5. Underground Drop Installations and understanding safety codes
Underground drop cable routing, how the cable is
placed underground, the service drop connection to
the customer tap and service drop attachment to the
customer premises

DelivCableServ0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Digital Voice Customer Care:
Overview RELATED
COURSES
Digital Voice Customer Care: Overview introduces digital voice service as it is course should then enroll in:
being launched by most broadband cable companies. It describes the features and » Cable Network
advantages of digital voice as compared to traditional wireline phone services and Overview
VoIP telephony solutions being touted by other companies. This course explains in » Excellence in Customer
layman’s terms such concepts as e911 and 911, managed networks and advanced Service
features that make the digital voice offering provided by cable companies a
preferred telephony solution. Any cable system employee, from a customer service
representative, to a sales consultant, to a department head can benefit by learning
TRAINING
what digital voice service is all about.
FEATURES
1 All learning, lessons and final exams are delivered and taken online. broadband and job-
Completion Time: specific content
The maximum time allowed for the course is 90 days from enrollment. This course » Illustrated with high-
is not eligible for extensions. quality video
BENEFITS » 24/7 lesson feedback
monitoring at
» be able to compare and contrast digital voice services provided by a variety of
www.jonesncti.com
companies and industries
» Online testing
» describe typical features available with digital voice service that may not be
available with other telephony solutions
» understand the differentiators between digital voice and traditional wireline
telephone service
Ideal for:
Broadband cable television system, regional, divisional or corporate personnel, including:
» customer service representatives (CSRs)
» sales representatives Visit www.jonesncti.com
» marketing professionals /coursepolicy.htm for
» business administration personnel important information
» all broadband cable industry employees on computer hardware/
COURSE OBJECTIVES and student-to-student
Upon completing this course students will be able to: transfer and
1. understand what digital voice service is and why cable company CSRs need to
know about it
2. discuss the history of telephone service
3. describe digital voice technology as compared to traditional telephone service
4. compare the installation of traditional phone service with the installation of
digital voice service at a customer’s premises

5. describe the steps a technician takes to install digital voice service at a single-family residence
6. understand how digital voice is installed for a customer with a monitored alarm system
7. define potential problems related to digital voice installation at multiple dwelling units
8. list several types of communication devices and hardware configurations that can be found in the home
9. understand the impact of digital voice service on devices in a customer’s home and how to mitigate them
10. describe the advantages of digital voice service over traditional phone service
11. describe digital voice service provided by cable companies, as compared to other providers’ digital voice service
Course Outline
1. Background of Digital Voice 3. Technological Variations
Understanding the history of telephone service and Understanding the technical differences between
the transition that is occurring from traditional digital voice and VoIP services being sold by
wire voice services to the new world of digital voice various entities and the service and functional
and a high-level look at the digital technologies differences created by these differences
and government regulations that have enabled this
advancement 4. The Competition
Helping customers understand how to make the
2. Installation right choice for the voice service that best meets
Understanding the difference between single- their needs while positioning the digital voice
family homes and multiple-dwelling units when product offered by most cable companies as a
installing digital voice services, the existing phone superior product
wiring in these types of dwellings and how it will
impact installation and function and the special
attention that may be required in homes with
security alarm systems

DigiVoiceCCOver 0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Customer Service Through
Troubleshooting RELATED
COURSES
The Customer Service through Troubleshooting course takes your customer service course should then enroll in:
representatives right into the customer’s home to help them solve technical » Basic Broadband
problems. Armed with a solid understanding of how systems operate and common Troubleshooting
problems/solutions, your CSRs can resolve 80% of all troubleshooting calls in the » Excellence in Customer
home with the first call. With the knowledge gained from Customer Service through Service
Troubleshooting, the need for expensive truck rolls can be eliminated. This program » Customer Service for
was developed based on case studies from leading industry troubleshooters and Technicians
features easy-to-follow explanations of technical situations. It’s a great course for
new employees or an information-packed refresher for experienced personnel.

1 All learning, lessons and final exams are delivered and taken online. FEATURES
The maximum time allowed is 90 days from enrollment. This course is not eligible broadband and job-
for extensions. specific content
Upon completion students will: materials
» Curriculum advisors
» become familiar with various consumer and cable devices and how they
available
are connected
» increase first-call resolution rates with effective troubleshooting skills
and progress
» understand the process of troubleshooting and the importance of
monitoring at
follow-through
www.jonesncti.com
» identify common problems and recognize potential solutions
» automatically identify technical issues requiring a truck roll » Online testing
» understand the importance of good communication with the customer
» comprehend how their role as a CSR affects all departments within
the organization
Personnel including: important information
» customer service on computer hardware/
» dispatch software requirements
» management and student-to-student
» human resource transfer and
COURSE OBJECTIVES
Upon completion of this course students will be able to:
1. understand how to provide excellent, efficient customer service, as shown
through examples
2. understand the types of equipment found and how the equipment may affect
the problems being experienced (Continued) Workforce Performance Solutions™

3. quickly identify causes and solutions to the most common types of service problems including: equipment,
signal level and picture quality
4. understand signal flow logic rules and the most common customer hookup patterns, including what the
customer can and can’t do
5. realize the importance their interaction has on customer satisfaction
6. identify some of the less common equipment-related troubleshooting problems
7. follow through the troubleshooting model to solve customer issues
COURSE Outline
1. The Big Picture 5. Types of Service Problems
Understanding the five parts of a cable system, Examining common incorrect signal level
reviewing customer equipment, examining problems, common ingress problems, common
competition and detailing cable connections equipment-caused problems, less common
equipment-caused problems, examining
2. Model and Skills interference problems, line problems and color
Preparing to troubleshoot, explaining the problems
troubleshooting model and understanding the
importance of teamwork 6. Testing Your Skills
Identify how to correctly respond to various
3. Equipment in the Home customer service situations
Understanding various televisions, various
VCR/DVD equipment, other customer equipment
and cable company-provided equipment
4. Equipment Hookups
Explaining signal flow logic scenarios,
understanding how to program a VCR, examining
basic 1 hook-up patterns, examining basic 2 hook-
up patterns, examining premium and antenna
hook-up options and examining picture-in-picture
hook-up options

CustServTrouble0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Basic Broadband
Troubleshooting RELATED
COURSES
This course takes the knowledge gained in the Jones/NCTI course Delivering Cable course should then enroll in:
Services and applies it to troubleshooting video, Internet and telephony service with » Excellence in Customer
customers via the phone. The student will learn how to bring a logic-based approach Service
to the troubleshooting process that includes the following steps: identifying the » Customer Service for
problem, analyzing the symptoms, isolating the problem area, diagnosing the Technicians
cause, resolving the problem and verifying the resolution. Additionally, the » Business
student will gain a thorough understanding of the activities and processes followed Communication Skills
by the technician at the time of initial installation of the drop system, including » Effective Supervision
interconnection between devices.
Delivery Options:
FEATURES
Completion Time:
» Knowledge-based,
broadband and job-
specific content
» effectively resolve technical problems with Internet, telephony and video for » Curriculum advising
the customer » 24/7 lesson feedback
» reduce the need for expensive truck rolls by providing a convenient and and progress
immediate solution for the customer monitoring at
» apply more efficient approaches and effective techniques for phone troubleshooting www.jonesncti.com
» earn three hours of college credit » Online testing
Ideal for:
Personnel wanting to broaden their customer service abilities to handle technical
related problems via the phone including:
» customer service and support staff Visit www.jonesncti.com
» technical support staff
transfer and
1. describe and illustrate three commonly used troubleshooting techniques extension limitations
2. explain how the installer prepares the customer premises to receive broadband
cable service
3. discuss how the installer routes drop cable inside the customer premises
4. explain how the installer connects various addressable and nonaddressable
customer premises equipment configurations

5. describe the symptoms of common broadband cable signal level and picture quality problems
6. list several broadband signal problems found in both single dwellings and multiple dwelling units
7. explain several problems with digital video service that a CSR may be asked to troubleshoot
8. explain several problems with broadband cable Internet access service that a CSR may be asked to troubleshoot
9. explain several problems with broadband cable telephony service that a CSR may be asked to troubleshoot
Course Outline
1. Introduction to Troubleshooting 8. Analyzing Analog TV Pictures
Introducing the process of troubleshooting, Defining and identifying a good quality picture,
troubleshooting with the customer and recognizing basic picture distortions, understanding
troubleshooting broadband cable services basic sound distortions and discussing other sound
and picture problems
2. Planning the Installation
Performing installation preliminaries and drilling 9. Troubleshooting Picture Impairments in an MDU
the entry hole Troubleshooting picture impairments inside the
MDU, at the lock box, between the wall plate and the
3. Routing Premises Coaxial Drops lock box and at the hot tap
Routing exterior drops, routing interior drops through
outside walls and crawl spaces, routing interior drops 10. Troubleshooting Digital Video Service
through basements, routing drops within walls and Troubleshooting analog channels, verifying digital
installing broadband cable wall plates set-top terminal configuration and operation,
reviewing symptoms, probable causes and
4. Attaching Premises Coaxial Drops possible solutions
Attaching drops to various premises surfaces,
attaching drops along selected route, 11. Troubleshooting Internet Access
mounting security enclosures and evaluating Understanding cable modem systems, examining
multiple outlet requirements system requirements, examining equipment
operation and troubleshooting Internet access service
5. Setting Up TV Sets and VCRs
Checking AC outlets, setting up the TV set and 12. Troubleshooting Broadband Cable Telephony
setting up the VCR Understanding cable telephony, examining
equipment connections and troubleshooting and
6. Configuring CPE in a Nonaddressable System examining cable telephony features
Selecting a configuration, viewing a channel, viewing
and recording certain channels and viewing and
recording any two channels
7. Configuring CPE in an Addressable System

Selecting a configuration, viewing a channel and
viewing and recording channels

BasBroadTrble0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
High-Speed Data
Customer Service RELATED
COURSES
High-Speed Data Customer Service provides an invaluable and unparalleled base of course should then enroll in:
knowledge of high-speed data services, equipment, operations and troubleshooting. » Advanced High-Speed
Of particular value is the extensive information regarding cable modems and Data Customer Service
personal computer hardware and software used in high-speed data services. The » Excellence in Customer
course also provides an understanding of data networking, the Internet and how Service
cable modems interface with it, cable modem termination systems and the return » Delivering Cable
path’s effect on high-speed data service. Personnel completing this course will be Services
uniquely qualified to provide immediate and effective customer support for high- » Troubleshooting
speed data services. Advanced Services
Delivery Options:
TRAINING
Completion Time:
FEATURES
broadband and job-
easy to read course
» have a unique working knowledge of the equipment and operations related to materials
high-speed data services » Curriculum advising
» fully understand the needs of cable modem customers
» more effectively assist customers through a better understanding of computer
and progress
hardware, software and systems of high-speed data services
monitoring at
» provide better and immediate troubleshooting of cable Internet access services
www.jonesncti.com
» have a basic knowledge of the return path and its maintenance
» earn two hours of college credit » Online testing
Ideal for:
Customer contact personnel responsible for supporting cable modem Visit www.jonesncti.com
customers, including: /coursepolicy.htm for
» high-speed data customer service representatives important information
» high-speed data sales representatives on computer hardware/
» tier 1, 2 and 3 technical service representatives software requirements
» administrative and marketing employees and student-to-student
transfer and
1. compare how data travels in circuit-switched and packet-switched networks
2. name the different types of modems, Internet access connections and the
corresponding downstream and upstream data rules
3. configure network settings in a computer that uses a PC or Macintosh
operating system

4. identify common problems associated with customer premises equipment
5. guide customers in copying, saving and printing computer setup information
6. ooutline the TCP/IP model and evaluate its role as the de facto standard for global communications with
reference to the Open Systems
7. discuss how cable modems and cable modem termination systems communicate through requests
and responses
8. explain the difference between forward and return path frequencies
9. explain four causes of slow or intermittent Internet service
10. explain the function of the PC system board
11. specify the available hard disk space requirements for the Internet access browser software
12. identify the characteristics of common operating systems and understand applications software and the process
of loading and initializing it
COURSE Outline
1. Introducing the Internet 7. Return Path Operations Overview
Exploring the Internet’s origins, understanding Understanding signal flow in the return path,
how the Internet works and using the Internet learning what can go wrong and maintaining
2. Introducing Cable Modems the return path
Presenting cable modem basics, characterizing 8. Troubleshooting Cable Internet
cable modems and installing cable company Access Service
provided equipment Understanding the cable modem provisioning
3. Installing Cable Modems process, troubleshooting technical problems and
Installing hardware in customer’s computer, troubleshooting performance problems
connecting cable modem to customer’s computer, 9. Personal Computer Hardware
configuring network settings, configuring network Understanding the central processing unit,
settings in computer operating system and explaining personal computer hardware used for
installing and verifying cable Internet service input and output and explaining personal
4. Instructing Cable Modem Customers computer hardware inside the computer case
Explaining computer and cable modem settings 10. Characterizing Computer Systems
and features, highlighting available printed Reviewing computer hardware basics, examining
material and facilitating customer practice with computer system requirements and determining
software usage customer’s computer system configurations
5. Internet and Converged Networks 11. Personal Computer Software
Exploring the TCP/IP (Transmission Control Understanding the three types of software and
Protocol/Internet Protocol) Model, explaining IP what they do, understanding operating systems,
Addressing, examining Virtual Private Networks, surveying operating systems and understanding
understanding Converged Networks and applications software
describing Voice Over IP
6. Broadband Cable Modem Service Provisioning
Provisioning cable modems, troubleshooting noise
and ingress, troubleshooting customer premises
equipment and understanding quality of service

HSDCustServ0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Advanced High-Speed Data
Customer Service
RELATED
OVERVIEW
COURSES
Advanced High-Speed Data Customer Service builds upon the knowledge gained in Jones/ Students completing this
NCTI’s High-Speed Data Customer Service course. The course provides the industry’s most course should then enroll in:
in-depth and thorough training for customer contact personnel regarding cable modems,
» Troubleshooting
computer systems and troubleshooting of personal computers. Lessons cover the boot
Advanced Services
process, software, the system board, memory management, floppy and hard drives,
» Excellence in Customer
input/output devices, return path fundamentals and data communications overview.
Service
Additionally, the curriculum explores and compares the technology related to wide area
networks and broadband access, including packet switching, frame relay, SMDS, ISDN,
SONET and ATM.
Delivery Options:
TRAINING
FEATURES
» Knowledge-based,
Varies based on the student’s self-study pace, however, the maximum time allowed is six specific content
months from enrollment. » Highly illustrated and
easy to read course
materials
BENEFITS
Upon completion students will: » 24/7 lesson feedback
» have the breadth and depth of knowledge to sell and support any high-speed data and progress
related services monitoring at
» reduce expensive truck rolls and improve customer satisfaction rates by www.jonesncti.com
providing advanced levels of troubleshooting on all high-speed data services » Online testing
» have the product knowledge required to move to a supervisory level for
high-speed data customer service
» have a working knowledge of residential and small businesses access technologies
» understand the return path and its impact on two-way device installation at the
customer premises
Ideal for:
Customer service and sales representatives needing advanced training to sell or
troubleshoot high speed data services, including:
» graduates of Jones/NCTI’s High-Speed Data Customer Service course transfer and
» tier 2 and 3 technical service representatives extension limitations
COURSE OBJECTIVES
1. explain how cable modems and termination systems operate
2. compare and contrast the reset button and operating system boot methods

3. describe the functions of the universal serial bus, FireWire bus and peripheral component interconnect bus
4. identify four system resources that aid in the communication between hardware and software
5. explain the components of static random access memory and the significance of memory caching
6. explain the purpose of a root directory
7. apply troubleshooting guidelines as part of the process of isolating PC problems
8. list two tools used in diagnosing installation problems
9. compare and explain the operations of X.25, Frame Relay and SMDS and describe SONET and ATM
10. explain parameter assignments and the concept of long-loop automatic gain control and how it is used to
establish RF levels from cable modems, set-top terminals and network interface units
11. explain the purpose of each layer of the OSI reference model
COURSE Outline
1. Understanding Broadband Cable Modems 8. Troubleshooting Personal Computers
Understanding DOCSIS, discussing broadband cable Using troubleshooting tools, isolating computer
modems, discussing cable modem termination systems problems and devising a course of action, applying
and understanding DOCSIS in the network troubleshooting guidelines and applying support
responsibilities to troubleshooting
2. The Boot Process
Introducing the boot process, examining the boot 9. Introducing Return Path Fundamentals
process, detailing the boot process and booting in a Learning return path fundamentals, explaining how
Windows environment the reverse path works, examining effects of the drop
system on reverse signals, assessing the quality of the
3. How Software Manages Hardware Resources drop’s return path and installing two-way devices at
Defining system resources, understanding the the customer premises
software/hardware relationship, protecting data,
software and hardware. 10. Data Communications
Explaining the evolution of data networks,
4. The System Board understanding the open systems interconnection
Understanding system boards, understanding the model, examining character codes, identifying data
CPU, understanding BIOS, ROM, and RAM and coding methods, reviewing data compression and
understanding buses and expansion slots understanding error detection and correction
5. Memory Management 11. Wide Area Network and Broadband

Introducing memory, understanding memory and Access Technologies
Windows, managing memory with Windows and Packet Switching Networks, Integrated Services
upgrading memory Digital Network (ISDN), Synchronous Optical
Network (SONET), Asynchronous Transfer Mode
6. Floppy and Hard Drives (ATM) and Packet Over SONET (POS)
Introducing how data is physically stored on a disk,
using Windows Explorer to manage a floppy drive,
understanding hard drive technology and using
Windows Explorer to manage a hard drive
7. Peripheral Devices
Understanding basic peripheral installation and using
ports and expansion slots for add-on devices

Advanced HSCustSer0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Operations Center Technical RELATED
Support I COURSES
OVERVIEW
» Operations Center
This course teaches key technical skills and knowledge needed to allow network Technical Support II
operations center personnel to quickly identify customer and network issues, isolate » Operations Center
network difficulties and provide troubleshooting solutions. Specifically, Operations Technical Support III
Center Technical Support I focuses on maintaining network reliability for advanced » Broadband Digital
services, such as digital video, telephony and high-speed data via cable modems. Installer
The course also provides a basic understanding of voice and data networks as well
as a cable system overview. The recommended prerequisite for this course is Jones/
and Data Networks
NCTI’s Delivering Cable Services.
» Troubleshooting
Delivery Options: Advanced Services
2 Learning takes place using a textbook. Lessons and final exams are taken online. » Computers and
Completion Time: Broadband Modems
Varies based on the student’s self-study pace, however, the maximum time allowed » High-Speed Data
is six months from enrollment. Customer Service
BENEFITS TRAINING
FEATURES
» Knowledge-based,
» effectively troubleshoot commonly occurring broadband drop network problems
broadband and job-
» reduce repeat service calls due to network malfunctions
specific content
» more effectively solve problems related to high-speed Internet access, twisted
pair inside wiring and digital video services
easy to read course
» have a more complete understanding of cable modems and provisioning
materials
» have a basic understanding of voice and data networks
» use this course to help prepare for SCTE’s Broadband Premises Specialist » Curriculum advising
certification, as well as the BPS Data and Voice endorsements » 24/7 lesson feedback
» receive an industry-recognized Jones/NCTI™ certificate of graduation and progress
monitoring at
Ideal for:
www.jonesncti.com
Network support personnel, including:
» Online testing
» network dispatch technicians
» network trouble isolation technicians Visit www.jonesncti.com
1. u nderstand the operation of a broadband cable system software requirements
2. identify and characterize advanced broadband cable services
transfer and
3. understand the basics of digital video services
5. understand how to effectively and efficiently troubleshoot advanced services
6. describe the public switched telephone network
7. explain the evolution of data networks and network protocols
8. discuss the transmission of messages by various packet switching technologies

COURSE Outline
1. Broadband Cable System Overview 10. Introducing Constant Bit Rate
Exploring the signal path, categorizing cable Telephony Service
services and organizing departments for interaction Describing NIU functions, access areas, powering
2. Introducing Cable Modems methods, provisioning, specifications and alarms
Presenting cable modem basics, characterizing 11. Voice Communications
cable modems and installing cable company Describing the public switched telephone
provided equipment network, identifying network design parameters,
3. Troubleshooting Advanced Services Overview understanding the telephone, line signaling and
Understanding digital video services, examining trunk signaling
troubleshooting Internet access and understanding 12. Intelligent Networks
telephony services Examining interoffice trunk signaling, listing
4. Understanding RF Digital Signal intelligent network services and exploring
Characteristics business telephone systems
Describing digital signal characteristics, explaining 13. Data Communications
digital modulation, quantifying digital signal Explaining the evolution of data networks,
quality and examining digital signal applications understanding the open systems interconnection
5. Understanding Broadband Cable Modems model, examining character codes, identifying
Understanding DOCSIS, discussing broadband data coding methods, reviewing data compression
cable modems, cable modem termination systems and understanding error detection and correction
and understanding DOCSIS in the network 14. Network Communications
6. Broadband Cable Modem Service Provisioning Reviewing data link protocols, explaining the OSI
Provisioning cable modems, troubleshooting noise model implemented in LANs, listing LAN access
and ingress, customer premises equipment and methods, comprehending LAN technologies and
understanding quality of service examining internetworking
7. Installing Cable Modems 15. Wide Area Network and Broadband

Installing hardware in customer’s computer, Access Technologies
connecting cable modem to customer’s computer, Understanding packet-switching networks,
configuring network settings in computer examining integrated services digital network
operating system and installing and verifying cable (ISDN), reviewing synchronous optical networks
Internet services (SONET), introducing asynchronous transfer
mode (ATM), defining packet over SONET (POS)
8. Troubleshooting Cable Internet Access Service and looking at residential or small business
Understanding the cable modem provisioning access technologies
process, troubleshooting technical problems and
performance problems
9. Introducing Twisted Pair Inside Wiring
Introducing the network interface device,
telephone cables, telephone hardware, cable
routing wiring topologies, the telephone, data
cables and connectors

OpCenTechSupI0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Support II COURSES
OVERVIEW
» Operations Center
Operations Center Technical Support II provides key technical skills and knowledge
Technical Support I
that allow network operations center personnel to quickly identify customer
and network issues, perform troubleshooting to isolate the issue and direct the » Operations Center
fix. This course specifically focuses on maintaining network reliability of video Technical Support III
signals in the installed customer drop portion of the network and troubleshooting » Broadband Digital
customer premises equipment. The DC electronic theory provides the foundation for Installer
understanding decibels, signal leakage detection and troubleshooting techniques. A » Understanding Voice
basic mathematics review helps the student with equations and formulas relating and Data Networks
to basic electronic theory and signal level. Also covered are topics on the features, » Troubleshooting
components, care, maintenance and use of signal level meters and signal leakage
Advanced Services
detectors, providing essential information for troubleshooting customer premises
problems. The course concludes with basic characteristics and functions of line » Computers and
extender amplifiers used in the feeder distribution portion of the network. The Broadband Modems
recommended prerequisite for this course is Jones/NCTI’s Operations Center » High-Speed Data
Technical Support I course. Customer Service

2 Learning takes place using a textbook. Lessons and final exams are taken online. FEATURES
easy to read course
» correctly troubleshoot and maintain the installed drop system » Curriculum advising
» utilize mathematical equations and formulas related to installed cable systems » 24/7 lesson feedback
» perform troubleshooting to isolate, identify and direct the repair of common and progress
problems from the customer premises and the broadband network monitoring at
» use this course to help prepare for SCTE’s Broadband Premises Specialist www.jonesncti.com
and Broadband Distribution Specialist certifications, as well as the BPS » Online testing
Video endorsement
Network support personnel, including: important information
» network dispatch technicians on computer hardware/
» network trouble isolation technicians software requirements
Upon completing this course, students will be able to: extension limitations
1. understand and apply basic DC electronic theory and discuss relevant
broadband cable applications
2. perform basic cable math calculations
3. explain dB and dBmV fundamentals and broadband cable applications and
perform gain and loss calculations (Continued) Workforce Performance Solutions™

4. understand the operation and maintenance of installer-type signal level meters and signal leakage detection equipment
5. troubleshoot to isolate, identify and direct the repair of common problems from the customer premises and the
broadband network
6. understand
the theory of operation of line extender amplifiers and explain the function of amplifier passives and actives
COURSE Outline
1. Maintaining Drop System Reliability 15. Troubleshooting Basic TV Problems
Delivering quality service and troubleshooting the drop Examining AC input voltage problems, correcting a hot chassis
2. Exploring Electrons and Electricity condition, verifying proper RF input levels, fixing impedance
Establishing electron characteristics, identifying element mismatch, recognizing incorrect function settings, isolating
categories, using units of electrical measurement and picture quality problems and fixing stereo TV problems
understanding electron current flow, electric current and 16. Troubleshooting Drop Cable
electrical force Recognizing crimp type F-connector problems, noting
3. Understanding Magnetism and Electromagnetism compression type F-connector problems, examining damaged
Understanding magnetism and electromagnetism and coaxial drop cables, calculating abnormal RF signal levels,
exploring magnetic and electromagnetic applications measuring abnormal DC loop resistance and delineating
customer-installed cable problems
4. Using Positive and Negative Numbers
Reviewing positive and negative numbers 17. Troubleshooting RF Switches and
Matching Transformers
5. Using Common and Decimal Fractions Troubleshooting passive RF switches and troubleshooting
Understanding common fractions and decimal fractions matching transformers
6. Using Equations and Powers of Numbers 18. Troubleshooting Drop Splitter and
Using equations and powers of numbers Directional Couplers
7. Understanding Electrical Circuits Examining splitter problems and examining directional
Understanding circuit essentials and graphics, differentiating coupler problems
current flow conditions and defining current circuit types 19. Troubleshooting Drop Grounding, Traps and Taps
8. Understanding Resistance Recognizing grounding system problems, understanding trap
Exploring resistance, changing and controlling resistance problems and troubleshooting tap problems
9. Using Ohm’s Law for Power and Energy 20. Troubleshooting Hum Modulation and
Describing basic electrical characteristics, working with Ohm’s Flashing Pictures
law, solving power equations and solving equations Troubleshooting hum modulation and flashing
10. DC Series Circuits 21. Troubleshooting Drop Ingress
Citing basic DC circuit requirements, describing circuit Recognizing ingress, identifying possible causes of drop-
characteristics and solving various circuit calculations related ingress and isolating the cause
11. Understanding Decibels 22. Troubleshooting Beats and Snowy Pictures
Reviewing the history of decibels, making comparisons Troubleshooting active beats and snowy pictures
between two values, explaining the concept of bels and 23. Troubleshooting Picture Impairments in an MDU
decibels and understanding power and voltage ratios Troubleshooting picture impairments inside the MDU,
12. Using dB and dBmV picture impairments at the lock box, between the wall plate
Working with dBmV and performing signal level calculations and the lock box and at the hot tap
13. Measuring Signal Levels 24. Line Extender Amplifier Operation
Understanding broadband signals, identifying SLM Examining the amplifier housing, line extender AC/DC
features and components, maintaining SLMs and powering systems and RF passives and controls, examining the
performing measurements amplifier module and classifying line extender specifications
14. Detecting Signal Leakage
Reviewing signal leakage basics, selecting and operating signal
leakage detection equipment and eliminating signal leakage

OpCenTechSupII0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Support III
COURSES
OVERVIEW » Operations Center

Technical Support I
This course provides network operations center personnel with invaluable » Operations Center
information on the feeder distribution system and the trunk system, and also Technical Support II
teaches the necessary AC electronic theory and application needed to perform » Broadband Digital
in-depth troubleshooting of the broadband network. Students will also learn the Installer
fundamentals about maintaining network reliability of return path operations for the
support of new revenue sources and services. The course concludes with a thorough and Data Networks
understanding of the fiber-optic system, including optical node operations, design
» Troubleshooting
topologies, basic testing methods and restoration. The recommended prerequisites
Advanced Services
are Jones/NCTI’s courses Operations Center Technical Support I & II.
» Computers and
Delivery Options: Broadband Modems
2 Learning takes place using a textbook. Lessons and final exams are taken online. » High-Speed Data
Customer Service
Completion Time: » Effective Supervision
Varies based on the student’s self-study pace, however, the maximum time allowed » Introduction to Business
is six months from enrollment. » Principles of Management
BENEFITS TRAINING
FEATURES
» correctly perform operation, maintenance and troubleshooting procedures for
the trunk and feeder distribution system » Knowledge-based,
broadband and job-
» use AC electronic theory and calculations in broadband cable system applications
specific content
» gain knowledge to provide return path (upstream) troubleshooting
» maximize revenue by maintaining peak performance of the return path
easy to read course
» understand how fiber-optic systems are designed materials
» learn to successfully manage critical operations related to fiber-optic systems » Curriculum advising
» use this course to help prepare for SCTE’s Broadband Distribution Specialist
and Broadband Transportation Specialist certifications and progress
Network support personnel, including: » Online testing
» network dispatch technicians
» network trouble isolation technicians Visit www.jonesncti.com
1. u nderstand and apply AC electronic theory and student-to-student
2. understand the theory of tap and passive equipment operation in the feeder transfer and
distribution system extension limitations
3. understand and apply theory of operation for trunk system power supplies and
amplifiers
4. describe the return path signal flow and major transmission elements
5. explain the concept of noise funneling on the return path and its effects
6. discuss procedures for improving overall return path performance including
the use of high-pass filters and step attenuators (Continued) Workforce Performance Solutions™

7. understand sources of return path impairments and learn troubleshooting techniques
8. understand and apply theory of operation for forward and return optical receivers
9. understand and apply fiber-optic topologies and design requirements
10. explain the process of fiber-optic fault location using the OTDR
11. outline both emergency and permanent optical system restoration procedures
COURSE Outline
1. Feeder System Overview 14. Troubleshooting the Return Path
Applying basic electronics to feeder systems, comparing Examining return path impairments on the drop system,
feeder system architectures, examining feeder system understanding sources of return path impairments,
transmission equipment, measuring system vital signs and troubleshooting methods and tools and optimizing return
faults and troubleshooting and preventing signal outages path performance
and impairments 15. Maintaining Return Path Signals
2. Alternating Current Explaining the theory of reverse levels, setting levels in the
Understanding AC and AC power and recognizing return path and balancing the return path
AC waveforms 16. Measuring Signals in the Return Path
3. Understanding AC Waveform Fundamentals Transmitting return path signals and measuring return
Examining AC waveform characteristics and expressing path signals
AC waveform values 17. Examining the Optical Return Path
4. Resistive AC Circuits Designating major components in an optical return
Understanding basic relationships, eddy currents, the skin system, identifying optical performance parameters
effect and solving sample problems and accomplishing node scalability through return path
5. Inductance and Transformers multiplexing
Induction, inductance, inductors and transformers 18. Trunk System Overview
6. Capacitance Understanding system design symbols and architectures,
Capacitance and capacitors constructing and powering the cable plant, examining
7. RF Directional Couplers and Power Inserters transmission components and verifying plant reliability
Directional couplers and power inserters 19. Presenting OTDR Basics
8. Working with RF Taps Introducing OTDRs, describing OTDR types, examining
Identifying types of taps, tap mechanical components, OTDR features and discussing OTDR specifications
examining tap electrical characteristics, understanding the 20. Planning Fiber-Optic Restorations
theory of tap operation and considering application criteria Explaining key elements of an effective restoration plan,
9. Understanding Fiber Optics and HFC Networks understanding and identifying causes of failures and
Introducing fiber optics, constructing fiber networks, planning efficiently and effectively
understanding HFC topologies and introducing future 21. Examining Optical Node Forward Operations
issues in fiber Examining optical node housings, receiver modules,
10. Transmitting and Receiving Optical Signals RF amplifier modules, AC power distribution and DC
Examining analog optical transmitters, digital optical power supplies
transmitters and optical receivers, transmitting optical 22. Fiber Optic Design Topologies
signals, using amplifiers, repeaters and regenerators Region ring optical system, fiber backbone, fiber to
11. Understanding Fiber Optic System Design the feeder, passive/near passive optical networks and
Reviewing outside plant variables, transmission system examining optical return operations
variables and system loss budgets, discussing dense 23. Examining Optical Node Return Operations
wavelength division multiplexing and exploring Learning about a node’s optical return system, identifying
system upgrades a node’s optical performance, accomplishing node
12. Return Path Operations Overview scalability through return path multiplexing and
Understanding signal flow in the return path, learning describing node status monitoring
what can go wrong and maintaining the return path
13.Introducing Return Path Fundamentals
Learning return path fundamentals, explaining how the
reverse path works, examining effects of the drop system on
reverse signals, assessing the quality of the drop’s return path
and installing two-way devices at the customer premises

OpCenTechSupII0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Fundamental Selling Skills RELATED
COURSES
OVERVIEW course should then enroll in:
Successful selling is the key to remaining competitive in today’s market. It is critical » Selling Against DBS
for sales representatives to understand what it takes to close the sale! Fundamental Providers
Selling Skills will provide call center agents with the knowledge, skills and tools » Selling Against DSL
Providers
needed to effectively and successfully establish relationships with customers and
ultimately gain and retain the business of new and existing customers. FSS will » Selling Digital Cable
benefit individuals in the cable industry who wish to sharpen and perfect their » Selling High-Speed
Internet
selling skills, or who wish to gain a further understanding of best-practice selling
» Selling VoIP and Digital
techniques.
Voice Services
Delivery Options: » Selling High-Definition
1 All learning, lessons and final exams are delivered and taken online. Television
» Selling Video On Demand
Completion Time: » Selling Personal Video
Varies based on a student’s self-study pace, however, the maximum time allowed is Recorders
four months from enrollment. This course is not eligible for extensions.
BENEFITS TRAINING
Upon completion students will: FEATURES
» know how to create, maintain and retain customer relationships » Knowledge-based,
» understand the dynamics of outbound sales and up- and cross-selling broadband and job-
» receive an industry recognized Jones/NCTI™ certificate of graduation specific content
Ideal for:
easy to read course
Call center personnel, including: materials
» newly hired employees
» employees with sales responsibilities
» 24/7 lesson feedback and
progress monitoring at
COURSE OBJECTIVES www.jonesncti.com
Upon completing this course sales professionals will be able to: » Online testing
1. act as sales consultants when interacting with customers
2. create positive relationships with customers
3. use questioning techniques to uncover customer needs
4. present unique product attributes that meet customer needs
5. describe products in terms of features, advantages and benefits important information
6. gain and retain a customer’s interest on computer hardware/
7. overcome customer objections software requirements
8. set effective sales goals and create action plans and student-to-student
9. retain the business of existing customers transfer and
10. identify and effectively use unique selling points in the sales presentation extension limitations
11. create and apply high-impact openings in an outbound sales situation or in an
up-sell/cross-sell situation
12. effectively transition into up-selling and cross-selling additional products for
increased sales revenue

COURSE Outline
1. Setting Goals 7. Features, Advantages and Benefits
Create S.M.A.R.T. (specific, measurable, attainable, Use features, advantages and benefits to present
realistic and tangible) goals in a professional products and services that meet customer needs
development plan in order to successfully accomplish
sales objectives 8. Overcoming Objections
Describe the skills and steps used to overcome
2. Establishing Rapport customer objections
Identify and apply the steps necessary to establish
rapport with a prospective customer 9. Closing the Sale
Select the appropriate closing technique based on a
3. Consultative vs. Presentational Selling customer’s buying signs
Explain the difference between consultative and
presentational selling and apply the skills necessary 10. Outbound Sales
to perform consultative selling Use high-impact openings to capture and hold a
customer’s attention
4. Interviewing
Use effective probing questions to uncover 11. Up-selling and Cross-selling
customer needs Transition sales conversations into discussing
additional products and services in order to increase
5. Unique Selling Points sales revenue and transition service calls or initial
Present unique selling points of a product or service to inquiry calls into discussing additional products
help increase the customer’s interest level and services
6. Creating Product Descriptions 12. Retention

Create brief product descriptions that incorporate Describe strategies that can be used to retain
unique selling points of the service being offered customers who have chosen to downgrade or
disconnect service


FunSellSkill0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Selling Against DBS RELATED
COURSES
Providers Students completing this
» Fundamental Selling
OVERVIEW Skills
» Selling Digital Cable
This course is intended to provide a complete set of skills needed to effectively
» Selling High-Speed
sell broadband cable services against direct broadcast satellite (DBS) and teaches
Internet
the unique features and benefits that set cable apart from its competitors. It
contains many useful strategies and interactions that will help learners gain a better » Selling VoIP and
understanding of DBS service. Digital Voice Services
» Selling High-Definition
Delivery Options: Television
1 All learning, lessons and final exams are delivered and taken online. » Selling Video On
Completion Time: Demand
Varies based on a student’s self-study pace, however, the maximum time allowed is » Selling Personal Video
four months from enrollment. This course is not eligible for extensions. Recorders
» Selling Against DSL
BENEFITS Providers
TRAINING
» know the features and benefits of both cable and DBS
FEATURES
» be able to communicate the advantages of cable over DBS
» receive an industry-recognized Jones/NCTI™ certificate of graduation » Knowledge-based,
broadband and job-
Ideal for:
specific content
Call center personnel, including:
easy to read course
materials
COURSE OBJECTIVES » Curriculum advising
Upon completing this course, sales professionals will be able to:
and progress
1. identify the market share that DBS currently has versus that of cable monitoring at
2. describe the customer premises equipment required for DBS transmission www.jonesncti.com
3. explain the DBS equipment lease/purchase options » Online testing
4. explain the DBS equipment service and customer care processes
5. describe current DBS packages and programming offers
6. locate resources to identify new and upcoming DBS packages/offers Visit www.jonesncti.com
7. list the features and benefits of DBS /coursepolicy.htm for
8. list the advantages of cable over DBS important information
9. ask effective questions to determine customer needs and values on computer hardware/
10. use open and closed questions to uncover customer interest in and software requirements
assumptions about DBS and student-to-student
11. describe the steps used to overcome customer objections transfer and
12. apply the steps to overcome customer objections to purchasing cable over DBS extension limitations
(Continued)

COURSE Outline
1. Product Overview 5. Interviewing the Customer
Identify the market share that DBS currently has Ask effective questions to determine customer
versus that of cable and describe the customer needs and values and use open and closed
premises equipment required for DBS transmission questions to uncover customer interest in and
assumptions about DBS
2. Service Overview
Explain the DBS equipment lease/purchase options 6. Overcoming Objections
and explain the DBS equipment service and Describe and apply the steps used to overcome
customer care processes customer objections
3. Programming Overview 7. Saving and Retaining Customers

Describe current DBS packages and programming Describe and apply the steps necessary to retain
offers and locate resources to identify new and customers who have indicated a preference to
upcoming DBS packages/offers disconnect cable services in order to purchase
a DBS system
4. Features, Advantages and Benefits
List the features and benefits of DBS and the
advantages of cable over DBS

SellAgDBS0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Selling Against DSL RELATED
COURSES
Providers Students completing this
OVERVIEW Skills
» Selling High-Speed
The DSL competition is marketing aggressively against cable high-speed Internet
Internet
service. This course gives an overview of digital subscriber line (DSL) service,
including a complete set of skills needed to effectively sell broadband cable services
against DSL. It will teach the unique features and benefits that set cable apart from » Selling VoIP and
its competitors and also contains many useful strategies and interactions that will Digital Voice Services
help learners gain a better understanding of DSL service. » Selling High-Definition
Television
Delivery Options: » Selling Video On
1 All learning, lessons and final exams are delivered and taken online. Demand
Completion Time: » Selling Personal Video
Varies based on a student’s self-study pace, however, the maximum time allowed is Recorders
four months from enrollment. This course is not eligible for extensions. » Selling Against DBS
Providers
BENEFITS
Upon completion students will: TRAINING
FEATURES
» know the features and benefits of both cable and DSL
» be able to communicate the advantages of cable high-speed Internet over DSL » Knowledge-based,
» receive an industry-recognized Jones/NCTI™ certificate of graduation broadband and job-
specific content
Ideal for:
easy to read course
» employees working with high-speed Internet service
materials
COURSE OBJECTIVES » 24/7 lesson feedback
and progress
monitoring at
1. describe the components of the DSL system www.jonesncti.com
2. describe the customer premises equipment required for DSL » Online testing
3. compare the market share currently held by DSL to that of cable
high-speed Internet
4. explain the types of DSL service
5. discuss the factors affecting upload/download speeds
6. describe the typical components of DSL packages
7. describe the overall DSL installation options and customer service
8. describe the DSL packages available from the incumbent local exchange and student-to-student
carriers (ILECs), major competitive local exchange carriers (CLECs) and transfer and
Internet service providers (ISPs) extension limitations
9. locate resources for the most current DSL offers as well as other information
10. give the definition of a feature, advantage and benefit
11. list the features and benefits of DSL
12. list the advantages of cable high-speed Internet access over DSL
13. ask effective questions to determine customer broadband Internet needs
and values (Continued) Workforce Performance Solutions™

COURSE Outline
1. Product Overview 5. Interviewing the Customer
Describe the components of the DSL system, the Ask effective questions to determine customer
customer premise equipment required for DSL and broadband Internet needs and values and use open
compare the market share currently held by DSL to and closed questions to uncover customer interest
that of cable high-speed Internet in and assumptions about DSL
2. Service Overview 6. Overcoming Objections

Explain the types of DSL service, describe the Identify the four principle categories of objections
factors affecting upload/download speeds, the and apply the six steps for overcoming objections
typical components of DSL packages, the overall when a customer states an interest in purchasing
DSL installation options and customer service DSL over cable high-speed Internet access
3. Provider Overview 7. Retention

Describe the DSL packages available from the Describe the steps used to retain customers who
ILECs, major CLECs and ISPs and locate resources have indicated a preference to disconnect cable
for the most current DSL offers as well as other high-speed Internet service in order to sign up
information for DSL
4. Features, Advantages, and Benefits

Give the definition of a feature, advantage and
benefit, list the features and benefits of DSL and
list the advantages of cable high-speed Internet
over DSL

SellAgDSL0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Selling High-Definition RELATED
COURSES
Television Students completing this
OVERVIEW Skills
» Selling Against DBS
This course is intended to provide a complete set of skills to effectively sell cable
Providers
high-definition television (HDTV) against market competitors, and will teach the
features and benefits of HDTV along with the unique selling points that make
Providers
this service stand out among competitors. It contains many useful strategies and
interactions that will help learners gain a better understanding of HDTV and how » Selling Digital Cable
to sell it successfully. » Selling High-Speed
Internet
Delivery Options: » Selling VoIP and
1 All learning, lessons and final exams are delivered and taken online. Digital Voice Services
Completion Time: » Selling Video On
Varies based on a student’s self-study pace, however, the maximum time allowed is Demand
four months from enrollment. This course is not eligible for extensions. » Selling Personal Video
Recorders
BENEFITS
Upon completion students will: TRAINING
FEATURES
» be familiar with the features and benefits of HDTV
» be able to communicate the advantages of HDTV cable over analog and » Knowledge-based,
standard digital television, as well as Direct Broadcast Satellite (DBS) broadband and job-
» receive an industry-recognized Jones/NCTI™ certificate of graduation specific content
Ideal for:
Call center personnel, including: easy to read course
materials
» employees with sales responsibilities » Curriculum advising
COURSE OBJECTIVES and progress
monitoring at
www.jonesncti.com
1. describe HDTV » Online testing
2. explain how HDTV is different from standard digital and analog television
3. effectively use high-impact openings during HDTV outbound sales calls
4. ask specific questions to determine if a customer owns the appropriate Visit www.jonesncti.com
equipment to take advantage of HDTV service /coursepolicy.htm for
5. ask effective HDTV questions to uncover customer needs important information
6. match the features of HDTV service to corresponding advantages and benefits on computer hardware/
7. position the benefits of HDTV to specific customer needs and preferences software requirements
8. create and apply brief product descriptions of HDTV service and student-to-student
9. use unique selling points effectively to make HDTV cable service stand out transfer and
from the competition extension limitations
10. use unique selling points effectively to make HDTV service stand out as an
important cable package enhancement in an upgrade situation
11. present the benefits of HDTV cable services over DBS

12. apply strategies to effectively manage and overcome common customer objections to the cable HDTV
service and close the sale
13. create transition statements leading the customer from HDTV service to other cable services
COURSE Outline
1. Product Overview 6. Unique Selling Points
Describe high-definition television and how Use unique selling points effectively to make
HDTV is different from standard digital and HDTV cable service stand out from the
analog television competition and to make HDTV service stand out
as an important cable package enhancement in an
2. High-Impact Openings upgrade situation
Effectively use high-impact openings during HDTV
outbound sales calls 7. Selling Against the Competition
Present the benefits of HDTV cable
3. Introduction services over DBS
Ask specific questions to determine if a customer
owns the appropriate equipment to take advantage 8. Closing and Overcoming Objections
of HDTV service and ask effective HDTV questions Apply strategies to effectively manage and
to uncover customer needs overcome common customer objections to cable
HDTV service and close the sale
4. Creating Brief Product Descriptions
Create and apply brief product descriptions 9. Up-selling and Cross-selling
of HDTV service Create transition statements leading the customer
from HDTV service to other cable services
Match the features of high-definition television
service to corresponding advantages and benefits
and position the benefits of HDTV to specific
customer needs and preferences

SellHDTV0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Selling Video On Demand RELATED
COURSES
This course is intended to provide a complete set of skills needed to effectively sell
Skills
video on demand (VOD) against market competitors, and teaches the features and
benefits of VOD along with the unique selling points that make this service stand
Providers
out among competitors. It contains many useful strategies and interactions that will
help learners gain a better understanding of VOD and how to sell it successfully. » Selling Against DSL
Providers
Delivery Options: » Selling Digital Cable
1 All learning, lessons and final exams are delivered and taken online. » Selling High-Speed
Completion Time: Internet
Varies based on a student’s self-study pace, however, the maximum time allowed is » Selling VoIP and
four months from enrollment. This course is not eligible for extensions. Digital Voice Services
BENEFITS Television
Upon completion students will: » Selling Personal Video
Recorders
» be prepared to describe the features, advantages and benefits of VOD
» know how to use various selling points to discuss VOD
TRAINING
FEATURES
Ideal for:
» Knowledge-based,
broadband and job-
specific content
COURSE OBJECTIVES easy to read course
materials
1. describe the advantages of VOD technology » 24/7 lesson feedback
2. identify the competitive advantages of the VOD product and progress
3. apply
the three main components of a high-impact opening to sell VOD service monitoring at
4. list several high-impact openings to introduce VOD service www.jonesncti.com
5. list several effective unique selling points to discuss the VOD service
» Online testing
6. effectively use open and closed questions when selling VOD service
7. match the features of VOD service to corresponding advantages and benefits
8. list several high-impact openings to introduce the VOD service Visit www.jonesncti.com
9. create and apply brief product descriptions of VOD /coursepolicy.htm for
10. match the unique selling points of VOD with a customer’s needs important information
11. effectively position and sell cable VOD against market competitors on computer hardware/
12. apply strategies to effectively manage and overcome common customer software requirements
objections to the VOD service and close the sale and student-to-student
13. create transition statements leading the customer from VOD service to other transfer and
cable services extension limitations
(Continued)

COURSE Outline
Describe the VOD service and its features and the Match the unique selling points of VOD with a
types of programming available with VOD service customer’s needs
2. High-Impact Openings 7. Selling Against the Competition

Apply the three main components of a Effectively position and sell cable VOD against
high-impact opening to sell VOD service market competitors
3. Interviewing 8. Closing and Overcoming Objections

Effectively use open and closed questions to Apply strategies to effectively manage and
develop customer needs when selling VOD service overcome common customer objections to the
VOD service and close the sale
Create and apply brief product descriptions 9. Up-selling and Cross-selling
specific to VOD Create transition statements leading the customer
from VOD service to other cable services
Match the features of VOD service to
corresponding advantages and benefits

SellVidDmd0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Selling Personal Video RELATED
COURSES
Recorder Students completing this
OVERVIEW Skills
This course is intended to teach call center agents everything they need to know
Providers
in order to successfully sell personal video recorder (PVR) service to customers,
including features, benefits, high-impact openings, transition statements specific to
Providers
PVR service and more.
Delivery Options: » Selling High-Speed
1 All learning, lessons and final exams are delivered and taken online. Internet
Completion Time: » Selling VoIP and
Varies based on a student’s self-study pace, however, the maximum time allowed is Digital Voice Services
four months from enrollment. This course is not eligible for extensions. » Selling High-Definition
Television
BENEFITS » Selling Video On
Upon completion students will: Demand
» be prepared to describe the features, advantages and benefits of a PVR TRAINING

» know how to explain a PVR service in comparison to other cable services
FEATURES
» Knowledge-based,
Ideal for:
broadband and job-
specific content
easy to read course
COURSE OBJECTIVES materials
1. describe the PVR product and progress
2. explain the type of service a PVR provides to consumers monitoring at
3. compare and contrast the PVR product to other cable television services www.jonesncti.com
4. effectively apply high-impact openings during PVR outbound sales calls » Online testing
5. apply appropriate probing techniques specific to PVR during
customer interactions
6. define the features of a PVR Visit www.jonesncti.com
7. match the features of a PVR to their corresponding advantages and benefits /coursepolicy.htm for
8. apply brief product descriptions specific to a PVR during customer important information
interactions on computer hardware/
9. describe the unique selling points of a PVR software requirements
10. effectively sell against the competition while using a features, advantages and student-to-student
and benefits chart transfer and
11. apply strategies to effectively overcome customer objections extension limitations
12. identify up-selling and/or transitional sales opportunities
(Continued)

COURSE Outline
Describe the PVR product, explain the type of Apply unique selling points of a PVR during a
service a PVR provides to consumers and compare sales interaction
and contrast the PVR product to other cable
television services 7. Selling Against the Competition
Effectively sell against the competition while using
2. High-Impact Openings a features, advantages and benefits chart
Effectively apply high-impact openings during PVR
outbound sales calls 8. Closing and Overcoming Objections
Describe the steps used to overcome customer
3. Interviewing objections and apply the steps effectively to
Apply appropriate probing techniques specific to overcome customer objections to purchasing the
PVR during customer interactions PVR product
4. Creating Brief Product Descriptions 9. Up-selling and Cross-selling

Apply brief product descriptions specific to a PVR Identify up-selling and/or transitional sales
during customer sales interactions opportunities for a PVR
5. Features, Advantages, and Benefits

Define the features of PVR and match the
features to their corresponding
advantages and benefits

SellPrsVidRec0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Selling VoIP and Digital RELATED
COURSES
Voice Services Students completing this
OVERVIEW Skills
This course is intended to provide a complete set of skills needed to effectively
Providers
sell cable digital voice services against local and long distance telephone company
services, and teaches the features and benefits of digital voice services along with
Providers
the unique selling points that make this service stand out among competitors.
This course contains many useful strategies and interactions that will help learners » Selling Digital Cable
gain a better understanding of digital voice services and how to sell this service » Selling High-Speed
successfully. Internet
Delivery Options: Television
1 All learning, lessons and final exams are delivered and taken online. » Selling Video On
Completion Time: Demand
Varies based on a student’s self-study pace, however, the maximum time allowed is » Selling Personal Video
four months from enrollment. This course is not eligible for extensions. Recorders
BENEFITS TRAINING
Upon completion students will: FEATURES
» be prepared to describe the features, advantages and benefits of digital » Knowledge-based,
voice services broadband and job-
» be able to answer basic technical questions about digital voice services specific content
» receive an industry-recognized Jones/NCTI™ certificate of graduation » Highly illustrated and
Ideal for: easy to read course
Call center personnel, including: materials
» newly hired employees » Curriculum advising
» employees working with telephony » 24/7 lesson feedback
and progress
COURSE OBJECTIVES monitoring at
www.jonesncti.com
» Online testing
1. answer basic technical questions about the way in which digital phone
service is delivered
2. apply open and closed questions during the sale of digital phone service Visit www.jonesncti.com
3. match the features of digital phone service to their corresponding /coursepolicy.htm for
advantages and benefits important information
4. appropriately position the benefits and unique selling points of digital phone on computer hardware/
service to match customer needs and preferences software requirements
5. create and apply brief product descriptions for digital phone service and student-to-student
6. effectively position cable’s digital phone service offering against service transfer and
provided by traditional phone companies extension limitations
7. apply strategies to effectively manage and overcome common customer
objections to digital phone service

COURSE Outline
Identify the components necessary to deliver Appropriately position the unique selling points
digital phone service and answer basic technical of digital phone service to match customer needs
questions about the way in which phone services and preferences
are delivered
7. Selling Against the Competition
2. High-Impact Openings Effectively position cable’s digital phone service
Describe the three main components of a digital offering against service provided by traditional
phone service high-impact opening and effectively phone companies
apply high-impact openings during digital phone
service door-to-door and outbound tele-sales calls 8. Closing and Overcoming Objections
Apply strategies to effectively manage and
3. Interviewing overcome common customer objections to digital
Discriminate between open and closed questions phone service
during a digital phone sale and strategically apply
open and closed questions during a digital phone sale 9. Up-selling and Cross-selling
Identify up-selling and/or transitional sales
4. Creating Brief Product Descriptions opportunities for additional cable services
Create and apply brief product descriptions
specific to digital phone service

Matching the features of digital phone service to
their corresponding advantages and benefits and
appropriately position the benefits of digital phone
service to customer needs

SellVoIPDigi0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Selling Digital Cable RELATED
COURSES
Skills
digital cable against market competitors. Building upon the sales concepts presented
in the Fundamental Selling Skills course, this course will teach the features and
Providers
benefits of digital cable along with the unique selling points that make this service
stand out among competitors. This course contains many useful strategies and » Selling Against DSL
interactions that will help learners gain a better understanding of digital cable and Providers
how to sell it successfully. » Selling High-Speed
Internet
Completion Time: » Selling High-Definition
Varies based on a student’s self-study pace, however, the maximum time allowed is Television
four months from enrollment. This course is not eligible for extensions. » Selling Video On Demand
» Selling Personal Video
BENEFITS Recorders
TRAINING
» understand digital cable service hardware, equipment and service
package options FEATURES
» be familiar with the features and corresponding advantages and benefits » Knowledge-based,
of digital cable broadband and job-
» receive an industry-recognized Jones/NCTI™ certificate of graduation specific content
Ideal for: » Highly illustrated and
Call center personnel, including: easy to read course
» newly hired employees materials
» employees with sales responsibilities » Curriculum advising
COURSE OBJECTIVES and progress
Upon completing this course, sales professionals will be able to: monitoring at
www.jonesncti.com
1. identify the basic differences between analog TV, standard definition
» Online testing
TV and HDTV
2. articulate the benefits that customers achieve with digital cable television
service using analog televisions, standard definition televisions and Visit www.jonesncti.com
HD televisions /coursepolicy.htm for
3. discuss digital cable television service’s tiered packaging concepts important information
4. explain various hardware and equipment configuration options on computer hardware/
5. identify general television characteristics and how those characteristics software requirements
affect image quality and student-to-student
6. describe the impact broadcast’s aspect ratio can have on the displayed image transfer and
7. apply the three main components of a high-impact opening to sell digital extension limitations
cable television services
8. use high-impact openings to introduce digital cable television services
9. apply unique selling points when presenting digital cable television services
10. match the features of digital cable television service to corresponding
advantages and benefits (Continued) Workforce Performance Solutions™

11. correlate and present the benefits of digital cable television that respond to specific customer needs and preferences
12. match the unique selling points of digital cable television with a customer’s needs, desires and viewing habits
13. create and apply brief product descriptions of digital cable television service
14. present the benefits of digital cable services over satellite services
15. use the appropriate closing techniques based on a customer’s buying signs
16. apply strategies to effectively manage and overcome common customer objections to digital cable television
17. identify up-selling and/or transitional sales opportunities for digital cable packages
COURSE Outline
Overview of digital television transmission Match the unique selling points of digital cable
emphasizing the implementation of digital television with a customer’s needs, desires and
cable television services and the technology that viewing habits
supports it, digital cable television service offerings
and ways in which it is effectively marketed 7. Selling Against the Competition
Present the benefits of digital cable services over
2. High-Impact Openings satellite services
Apply the three main components of a high-impact
opening to sell digital cable television services, 8. Closing and Overcoming Objections
use high-impact opening to introduce digital cable Use the appropriate closing techniques based on a
television services and apply unique selling points customer’s buying signs, apply strategies to
when presenting digital cable television services effectively manage and overcome common
customer objections to digital cable television
3. Interviewing service and close the sale
Apply appropriate probing techniques specific
to digital cable packages and services during 9. Up-selling and Cross-selling
customer interactions Identify up-selling and/or transitional sales
opportunities for digital cable packages
Create and apply brief product descriptions of
digital cable television service

Match the features of digital cable television
service to corresponding advantages and benefits,
correlate and present the benefits of digital cable
television that respond to specific customer needs
and preferences

SellDigiCable0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Selling High-Speed Internet RELATED
COURSES
Skills
cable high-speed Internet against market competitors. It will teach the features and
benefits of cable high-speed Internet, along with the unique selling points that make
Providers
this service stand out among competitors. It contains many useful strategies and
interactions that will help learners gain a better understanding of cable high-speed » Selling Against DBS
Internet and how to sell it successfully. Providers
Completion Time: » Selling High-Definition
Varies based on a student’s self-study pace, however, the maximum time allowed is Television
four months from enrollment. This course is not eligible for extensions. » Selling Video On
Demand
BENEFITS » Selling Personal Video
Upon completion students will: Recorders
» understand the unique selling points of cable high-speed Internet service
TRAINING
FEATURES
Ideal for:
» Knowledge-based,
broadband and job-
» employees working with high-speed Internet service
specific content
COURSE OBJECTIVES easy to read course
materials
1. describe the primary advantages of broadband technology » 24/7 lesson feedback
2. identify the three main components of a high-impact opening and progress
3. compare and contrast cable high-speed Internet technology with other high- monitoring at
speed Internet technologies www.jonesncti.com
4. given a situation, determine the most appropriate high-impact opening to use
» Online testing
to introduce high-speed Internet service
5. describe how a trigger statement can be used to introduce high-speed
Internet service Visit www.jonesncti.com
6. distinguish between open and closed questions /coursepolicy.htm for
7. identify the appropriate questions to determine if a customer’s computer important information
equipment meets the minimum requirements to support high-speed on computer hardware/
Internet service software requirements
8. compare and contrast features, advantages and benefits and student-to-student
9. apply features, advantages and benefits to a given customers’ needs transfer and
10. apply brief product descriptions to the beginning of a high-speed Internet sales extension limitations
presentation
11. match the unique selling points of cable high-speed Internet with a customer’s needs
12. present the benefits of cable high-speed Internet access during competitive
sales calls

13. use the appropriate closing technique based on a customer’s buying signs
14. apply strategies to effectively manage and overcome common customer objections to cable high-speed Internet
15. create effective transition statements leading the customer from high-speed Internet service to purchasing
additional cable services
COURSE Outline
1. Product Overview 5. Features, Advantages and Benefits
Describe the primary advantages of broadband Compare, contrast and apply features, advantages,
technology and compare and contrast cable high- and benefits to a given customer’s needs
speed Internet technology with other high-speed
Internet technologies 6. Unique Selling Points
Match the unique selling points of cable high-
2. High-Impact Openings speed Internet with a customer’s needs
Given a situation, determine the most appropriate
high-impact opening to use to introduce high- 7. Selling Against the Competition
speed Internet service, identify the three main Present the benefits of cable high-speed Internet
components of a high-impact opening and access during competitive sales calls
describe how a trigger statement can be used to
introduce high-speed Internet service 8. Closing and Overcoming Objections
Use the appropriate closing technique based on a
3. Interviewing customer’s buying signs, apply strategies to
Distinguish between open and closed questions effectively manage and overcome common
and identify the appropriate questions to customer objections to cable high-speed Internet
determine if a customer’s computer equipment service and close the sale
meets the minimum requirements to support high-
speed Internet service 9. Up-selling and Cross-selling
Create effective transition statements leading the
4. Creating Brief Product Descriptions customer from high-speed Internet service to
Apply brief product descriptions to the beginning purchasing additional cable services
of a high-speed Internet sales presentation

SellHSInter0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
General Education
Courses
Education Courses...
General...

Computer Keyboarding
OVERVIEW RELATED
COURSES
This online course is ideal for employees with minimal or no typing experience
who need to establish basic computer keyboarding skills. Computer Keyboarding Students completing this
emphasizes learning the alphanumeric keyboard, proper technique, speed, control course should then enroll in:
and proofreading. » Introduction to PC
Applications
Delivery Options:
» Excellence in Customer
1 Learning takes place with an instructor in an online classroom and will include Service
homework activities and weekly assignments.
» Delivering Cable
Completion Time: Services
The maximum time allowed is four months from enrollment. This course is not
eligible for extensions. TRAINING
FEATURES
BENEFITS
» Knowledge-based,
Upon completion students will: broadband and job-
» possess basic computer keyboarding skills specific content
» improve typing speed and accuracy » Interactive training and
» employ proofreading and text revision techniques testing software
» earn one hour of college credit
Ideal for: easy to read course
Employees utilizing computers as part of their daily job performance, including: materials
» customer service representatives » Curriculum advising
» employees with minimal or no keyboarding skills » Instructor support
» personnel in data entry and reporting functions
» new hires
COURSE OBJECTIVES
1. develop proper touch keyboarding techniques, including alphabet, numbers and
symbols
2. key by touch a minimum of 20 wpm with two or fewer errors for one minute Visit www.jonesncti.com
3. key by touch a minimum of 20 wpm with three or fewer errors for three minutes /coursepolicy.htm for
4. apply proofreaders’ marks and revise text important information
COURSE Outline software requirements
1. Alphabetic Keys and student-to-student
Home row, space bar, enter; E, N, left shift, H, T, period, R, right shift, C, O, W, comma, transfer and
B, P, G, question mark, X, U, Q, M, V, apostrophe, Z, Y, quotation mark and tab extension limitations
2. Figure and Symbol Keys
1 and 8, 5 and 0, 2 and 7, 4 and 9, 3 and 6, $ and -, number expression, # and /, % and !,
(and) and backspace key, & and :, proofreaders’ marks and other symbols

CompKeyboard1108
Introduction to PC
Applications RELATED
COURSES
Introduction to PC Applications teaches the basics of computer use while also course should then enroll in:
providing a thorough understanding of application suite software. The course » Effective Supervision
covers Microsoft Office, the most common suite of software applications found » Introduction to
in the business environment. By completing a series of tutorial exercises, the Business
student will learn how to use Word, Excel, Access and PowerPoint. The course also » Introduction to
demonstrates how specific functions can be shared by these applications. While part Marketing
of Introduction to PC Applications is online, the course also contains a textbook that » Principles of
can serve as an ongoing reference tool for the student. Management
Delivery Options: » Business Law and the
1 Learning takes place with an instructor in an online classroom and will include Legal Environment
TRAINING
Completion Time:
The maximum time allowed is four months from enrollment. This course is not FEATURES
eligible for extensions. » Knowledge-based,
broadband and job-
easy to read course
» have hands-on experience working with Word, Excel, Access and PowerPoint materials
» understand how to optimize the use of personal computers » Curriculum advising
» apply techniques for maintaining and manipulating data in spreadsheets
» be capable of sorting and manipulating data in a database
and progress
» have the ability to create and deliver computer-based presentations
monitoring at
www.jonesncti.com
Ideal for:
Personnel utilizing computers for data entry, reporting, communication and
presentations, including: Visit www.jonesncti.com
» customer service representatives /coursepolicy.htm for
» supervisors and managers important information
» Jones/NCTI student pursuing an associate’s degree on computer hardware/
COURSE OBJECTIVES and student-to-student
transfer and
1. use all the standard applications in Microsoft Office Suite
2. create and edit a document using Word
3. format a Word document
4. use application tools to arrange text and graphics
5. create an Excel worksheet
6. manage data utilizing the formulas and functions of Excel

7. work with Excel charts
8. create a database
9. utilize the filters and query functions of Excel
10. create forms and reports using Excel
11. create a presentation using PowerPoint
12. build and enhance a PowerPoint presentation using application tools such as graphs, WordArt, slide master,
transitions and builds, templates and slide timing
13. integrate elements of Word, Excel Access and PowerPoint
COURSE Outline
1. Exploring the Basics 6. Integrating Word and Excel
Explore the Windows 2000 system, run software Use object linking and embedding (OLE),
programs and switch between and close them embed an Excel chart in a Word document
2. Managing Your Files and test and break a link
Format a disk, create and save a file, move, copy, 7. Access Tutorials
delete and rename a file Tutorial 1: Introduction to Microsoft Access 2003
3. Browser and Email Basics Tutorial 2: Creating and Maintaining a Database
Use web browser software and web pages, Tutorial 3: Querying a Database
navigate the web and learn about email and Tutorial 4: Creating Forms and Reports
email software 8. Integrating Word, Excel and Access
4. Word Tutorials Collect text from Office documents on the
Tutorial 1: Creating a Document clipboard task pane and importing and
Tutorial 2: Editing and Formatting a Document exporting data
Tutorial 3: Creating a Multi-Page Report 9. PowerPoint Tutorials
Tutorial 4: Desktop Publishing a Newsletter Tutorial 1: Creating a Presentation
5. Excel Tutorials Tutorial 2: Applying and Modifying Text
Tutorial 1: Using Excel to Manage Data and Graphic Objects
Tutorial 2: Working with Formulas 10. Integrating Word, Excel, Access
and Functions and PowerPoint
Tutorial 3: Developing a Professional- Preview and print a merged document, create
Looking Worksheet PowerPoint slides from a Word outline, copy
Tutorial 4: Working with Charts and Graphics and paste an Access query into a PowerPoint
presentation and link an Excel chart to a
PowerPoint presentation

IntroPCApps1108 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Stress Management
OVERVIEW RELATED
COURSES
Work related stress has an enormous impact on job performance and health. Stress
Management, a Web Classroom course, is an invaluable resource that teaches Students completing this
working professionals how to better manage and minimize the impact of stress. course should then enroll in:
The course helps people understand how to identify and minimize the negative » Excellence in Customer
physiological, emotional and behavioral impact of stress. It also shows how to Service
recognize stress related symptoms and the skills and techniques needed to apply to » Customer Service for
handle stress. In particular, it provides specific information on how to best manage Technicians
anger in the workplace. It also demonstrates the relationship between stress and » Business
issues such as time management, attitude, assertiveness, exercise and nutrition. Communication Skills
Those completing this course will be better able to identify and cope with rising
levels of stress and, in turn, maximize their effectiveness on the job.
Delivery Options:
1 Web Classroom: Learning takes place with an instructor in an online classroom TRAINING
and will include homework activities and weekly assignments. FEATURES
This course begins on the first Monday of each month. The maximum time allowed broadband and job-
is four months from enrollment. This course is not eligible for extensions. specific content
» Classroom setting
BENEFITS allows you to interact
Upon completion, students will: with other students
» understand the impact of stress on work performance and health » Hands-on activities
» recognize physical and psychological symptoms brought on by stress to put learning into
» utilize stress reducing behaviors and techniques practice
» understand how to recognize and cope with stress related anger » Professor-led
» earn three hours of college credit instruction
Ideal for:
This course is ideal for helping employees of any level or job description better
deal with stress.
1. compare and contrast the difference between stress mastery and stress management on computer hardware/
2. describe the effects of stress on physical, psychological and occupational software requirements
functioning and student-to-student
3. explain the relationship between ultradian rhythms and relaxation transfer and
4. explain how the three stress hardiness attitudes of control, commitment and extension limitations
challenge contribute to stress resilience
5. list the targeted stretches to prevent tension headaches
6. explain how reframing lowers stress and facilitates problem solving
7. identify what contributes to anger on a physical and psychological level
8. explain the role of activity level and exercise in affecting weight and set point

9. explain how brainwave frequency ranges relate to states of consciousness
10. identify the factors contributing to the rising level of stress in the workplace
11. describe Covey’s system for managing time
12. describe how assertiveness relates to stress reduction
COURSE Outline
1. Understanding Stress
Stress mastery vs. stress management 9. Exercise
The benefits of exercise, types of exercise,
2. All about Stress determining how much exercise you need,
Stress and illness, negative affects of stress and getting yourself motivated and achieving a
fight or flight response physiology restful night of sleep
3. Breathing 10. Psychotechnologies

Diaphragmatic breathing, breathing variations, Biofeedback, double induction hypnotic tapes
breathing and ultradian rhythms and light and sound technology
4. Cultivating Awareness 11. Stress Mastery on the Job

The value of self awareness, stress hardiness Factors leading to increased workplace stress and
attitudes, hardiness and stress resistance ten faulty assumptions and effective antidotes
5. Acquiring Body Wisdom 12. Time Management

Cultivating body wisdom, progressive muscle Procrastination and time management
relaxation and the importance of stretching
your muscles 13. Assertiveness
Assertiveness defined, assertiveness and
6. Looking at the World Differently persuasion, the assertiveness bill of rights, non-
Reframing activities, giving up being right, verbal aspects of assertiveness, asserting yourself
dealing with irrational beliefs and optimism with aggressive people and dealing with the
impossible boss
7. Pathways through Anger
The nature of anger and coping with anger 14. The Big Picture
The larger conceptual framework
8. Nutrition
The seven steps to good nutrition, weight
control and set point and behavior
modification strategies

StressMgmnt0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Business Communication Skills
OVERVIEW RELATED
COURSES
Business Communication Skills focuses on developing and improving the essential
communication skills needed to perform effectively in a business setting. The Students completing this
course demonstrates how to communicate for specific purposes and to specific course should then enroll in:
audiences using methods such as memos, emails, online chat, letters and faxes. It » Excellence in
also teaches the key principles for organizing, writing and revising clear, readable Customer Service
correspondence. The student will learn how to organize, clarify and communicate » Customer Service
ideas when delivering good and bad news, selling products or concepts and for Technicians
explaining processes and guidelines. » Introduction to
Delivery Options: Business
1 Learning takes place with an instructor in an online classroom and will include » Effective Supervision
Completion Time:
This course begins on the first Monday of each month. The maximum time allowed TRAINING
is four months from enrollment. This course is not eligible for extensions. FEATURES
» Knowledge-based,
Upon completion students will: specific content
» Classroom setting
» understand basic grammar and communication skills
allows you to interact
» effectively communicate to customers and co-workers using a number of online
with other students
and traditional communication methods
» use communications to clearly organize and communicate ideas » Hands-on activities
» understand the specific uses of and differences between fax, email, memo, to put learning into
online chat, and letters in communicating practice
» more effectively write, edit and revise communication pieces » Professor-led
» know how to create and compile effective guidelines, lists, processes and procedures instruction
» earn one hour of college credit
Ideal for:
Any personnel utilizing computers for reporting or communicating internally within
their organizations and employees who need to explain ideas, promote products or Visit www.jonesncti.com
present instructions to customers, including: /coursepolicy.htm for
» customer service representatives important information
» sales representatives on computer hardware/
» network operations and contact center personnel software requirements
transfer and
1. demonstrate use of basic grammar and proofreading skills
2. draft a message that anticipates the reader’s response
3. understand how to communicate good and bad news
4. write persuasive messages
5. demonstrate how to sell an idea, product or service (Continued) Workforce Performance Solutions™

6. summarize how to focus on and address a reader’s needs
7. communicate instructions for goods and services
8. write guidelines and numbered steps
9. demonstrate how to gather and organize information
10. evaluate and improve personal writing using guidelines and checklists
Course Outline
* Course Placement Pretest 7. Writing Memos, Email, Letters and Faxes

Students will be required to pass six placement Basic memo, expanded memo, guidelines for email
pretests. Students not passing a pretest will be messages, email etiquette and shorthand, basic letter
assigned an additional lesson specific to that pretest and letter formats
1. Using Punctuation 8. Writing Good News and Neutral Messages
Period, ellipsis, comma, semicolon, colon, hyphen, Basic guidelines, announcements or notices, apology,
dash, question mark, exclamation point, quotation information request, positive reply to an inquiry,
marks, italics, slash, parentheses, brackets, thank-you message and update
apostrophe and punctuation marks 9. Writing Bad-News Messages
2. Checking Mechanics Basic requirements, crisis management, negative
Capitalization, forming plurals, numbers, change announcement, poor results explanation and
abbreviations, acronyms, initialisms and spelling suggestion rejection
3. Using the Right Word 10. Writing Persuasive Messages
A... aide, allot... among, amount... augment, Request for assistance, sales letter: first contact,
average... capital, censor... compare to, following a contact and following a sale
complement... continual, controller... device, 11. Writing Instructions
different from... except, explicit... former, Instructions with a list of materials, for a procedure
good... insight, insure... lay, lead... man, and for policy procedure
medal... percent, personal... principal,
quiet... seam, set... threw, to... ware, waver... you 12. Using the Writing Process
The process of writing, 10 tips for business writing,
4. Understanding Grammar 241 prewriting, drafting, revising, refining and using a
Noun, pronoun, verb, adjective, adverb, checklist
preposition, conjunction and interjection
13. Benchmarking Writing with the Seven Traits
5. Constructing Sentences Strong ideas, logical organization, conversational
The sentence, the subject, the predicate, using voice, clear words, smooth sentences, correct copy
phrases, using clauses, using sentence variety, types of and reader friendly design
sentences and arrangement of a sentence
6. Avoiding Sentence Errors
Agreement of subject and verb, agreement
of pronoun and antecedent, shifts in sentence
construction, ambiguous wording and
nonstandard language

BusComSkills0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Effective Supervision
OVERVIEW RELATED
COURSES
Imperative for anyone with supervisory responsibilities, this course teaches how
to organize and lead others competently and confidently within the broadband Students completing this
industry. By covering human resource challenges such as hiring needs and practices, course should then enroll in:
appraisal, motivation, conflict resolution and stress management, students will » Introduction to
learn the critical people skills necessary to function effectively in a supervisory role. Business
Additionally, the course outlines how to develop leadership skills such as effective » Introduction to
communication, problem solving, team building and decision making. Case studies Marketing
apply these lessons to realistic situations within the broadband industry. » Principles of
Delivery Options: Management
FEATURES
» Knowledge-based,
specific content
» effectively organize, motivate and lead a department easy to read course
» efficiently communicate and delegate to establish and achieve business goals materials
» understand human resource methods and resolve personnel issues » Curriculum advising
» earn three hours of college credit » 24/7 lesson feedback
» receive an industry-recognized Jones/NCTI™ certificate of graduation and progress
» gain 12 BICSI continuing credits for RCDD, RCDD/LAN, RCDD/OSP, monitoring at
Residential Installer and Installer Level 2/Technician www.jonesncti.com
» aspiring, new and experienced supervisors
» frontline supervisors as well as mid-level or senior managers
COURSE OBJECTIVES
1. identify the functions of the management process
2. identify significant changes in the composition of the workforce and how they important information
affect the job of the supervisor on computer hardware/
3. describe the four ingredients of an MBO program software requirements
4. explain how a supervisor can reduce business costs and student-to-student
5. compare and contrast group vs. individual decision-making transfer and
6. explain why an organization is centralized or decentralized extension limitations
7. identify key laws and regulations affecting human resources practices
8. identify the three most popular sets of criteria supervisors appraise for
employee performance
9. identify and define five personality characteristics relevant to understanding
employee performance at work
10. describe the difference between a leader and a supervisor

11. list the barriers to effective communication
12. list the five basic techniques for resolving conflict
13. list the steps a supervisor can use to change negative employee attitudes
14. describe OSHA and its impact on supervisors
15. explain job safety problems
COURSE Outline
1. Defining the Supervisor’s Job 10. Communicating Effectively
Organizations and their levels, the management What is communication, methods of communication,
process, changing expectations of supervisors, the barriers to effective communication, active listening
transition from employee to supervisor, from concepts and the importance of feedback skills
to skills and supervisor competencies 11. Supervising Groups and Work Teams
2. Understanding Supervisory Challenges in What is a group, why do people join groups,
the 21st Century understanding informal work groups, the increasing use
Global competitiveness, technology enhancements, of teams and team challenges for supervisors
working in a diverse organization, changing how 12. Appraising Employee Performance
business operates, thriving on chaos and the good and The purpose of employee performance appraisals,
profitable organization when should appraisals occur, your role in
3. Establishing Goals performance appraisals, legal issues in performance
What is formal planning, productivity, planning and appraisals, appraising appropriate criteria, how do
level in the organization, key planning guides and you gather performance data, performance appraisal
management by objectives methods, potential problems in performance
4. Organizing an Effective Department appraisals and responding to performance problems
What is organizing, basic organizing concepts, 13. Ensuring a Safe and Healthy Work Environment
organizing your employees and empowering others The occupational safety and health act, job safety
through delegation programs, workplace violence, maintaining a
5. Acquiring the Right People healthy work environment, stress and helping the
Supervisors and the human resources department, whole employee
understanding Equal Employment Opportunity (EEO), 14. Handling Conflict, Politics and Negotiation
determining staffing needs, from job descriptions to job What is conflict, understanding organizational
specifications, recruiting candidates, employee selection politics and negotiation
and orientation and training and development 15. Dealing with Change and Innovation
6. Designing and Implementing Controls Forces for change, two views on the change process
The control process, types of controls and the focus of control and work-related stress
7. Solving Problems and Making Decisions 16. The Supervisor’s Role in Labor Relations
The decision-making process, styles, decision tools, What is labor relations and a quick review of
ethics in decision making and group decision making labor relations
8. Motivating Your Employees Postscript: Personal Development
What is motivation, understanding individual The traditional career path, personal career
differences, the early theories of motivation, development and some final words of wisdom
contemporary theories of motivation, do employees
really get what they expect, motivational challenges for
today’s supervisors and designing motivating jobs
9. Providing Effective Leadership
Understanding leadership, are you born to lead, how
do you become a leader, leadership behaviors and
styles, effective leadership, contemporary leadership
roles and leadership issues today

EffectSupervn0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Introduction to Business
OVERVIEW RELATED
COURSES
Introduction to Business focuses on the critical business knowledge needed to
succeed in the broadband industry. Combining broadband industry-specific case Students completing this
studies with textbook business theory, this course explores management, marketing, course should then enroll in:
operations, accounting systems and finance. The student will also learn about ethics » Effective Supervision
in the workplace, human resources, labor relations, managerial styles and strategies » Introduction to
for improving job satisfaction and work performance. Students completing this Marketing
course will be uniquely positioned to understand and manage the critical components » Principles of
of a broadband business. Management
Delivery Options:
broadband and job-
» understand the fundamental principles that drive, affect and shape easy to read course
broadband businesses materials
» explain the relationship between marketing processes and consumer behavior » Curriculum advising
» discuss the processes for developing and pricing products » 24/7 lesson feedback
» understand how to manage human resources and labor relations and progress
» be better prepared to organize, motivate and lead a business group monitoring at
» earn three hours of college credit www.jonesncti.com
Ideal for:
Technical and nontechnical leadership personnel who require industry and business
knowledge for everyday decision making, including:
» financial decision makers
» current managers
» aspiring managers
1. explain the U.S. business system and how business is conducted software requirements
2. discuss the global context of business and student-to-student
3. discuss conducting business responsibly and ethically transfer and
4. explain how to manage and organize a business extension limitations
5. explain entrepreneurship and the small business
6. explain managing human resources and labor relations
7. discuss motivating, satisfying and leading employees
8. explain marketing processes and consumer behavior
9. discuss pricing, promoting, developing and distributing products/services
10. discuss quality improvement and production management

11. discuss accounting and information systems
12. discuss money and banking
13. discuss securities and investments
COURSE Outline
1. Understanding the U.S. Business System 10. Human Resource Management (HRM)
The concept of business and profit, the and Labor Relations
external environment of business, economic The foundations of HRM, staffing the organization,
systems, the economics of market systems developing the workforce, compensation and
and economic indicators benefits, the legal context of HRM, new challenges
2. Business Ethics and Social Responsibility in the changing workplace, dealing with organized
Ethics in the workplace, social responsibility, areas labor and collective bargaining
of social responsibility and implementing social 11. Marketing Processes and Consumer Behavior
responsibility programs What is marketing, target marketing and market
3. Entrepreneurship, New Ventures segmentation, understanding consumer behavior,
and Business Ownership organizational marketing and buying behavior,
What is a small business, entrepreneurship, starting what is a product, developing new products,
and operating a new business, trends, successes and identifying products, the international marketing
failures in new ventures, non-corporate business mix, small business and marketing mix
ownership and corporations 12. Pricing, Distributing and Promoting Products
4. The Global Context of Business Determining prices, pricing strategies and tactics,
The contemporary global economy, international the distribution mix, wholesaling, retailing, the
business management and barriers to ascent of the e-intermediary, physical distribution
international trade and the importance of promotion
5. Business Management 13. Information Technology for Business
Who are managers, the management process, types IT impacts, building blocks, business resources,
of managers, basic management skills, strategic information systems, harnessing the competitive
management: setting goals, formulating strategy, power of IT, IT risks, threats and protection measures
contingency planning and crisis management, 14. The Role of Accountants and
management and the corporate culture Accounting Information
6. Organizing the Business What is accounting and who uses accounting
What is organizational structure, the building information, who are accountants and what do they
blocks of organizational structure, establishing do, the accounting equation, financial statements,
the decision-making hierarchy, basic forms reporting standards and practices and bringing
of organizational structure, and the informal ethics into the accounting equation
organization. 15. Money and Banking
7. Operations Management and Quality What is money, the U.S. financial system, the
What operations means today, creating value Federal Reserve System, the changing money,
through operations, business strategy as the driver banking system, international banking and finance
of operations, operations planning, scheduling and 16. Securities and Investments
control, quality improvement and Total Quality Securities market, stocks, bonds, mutual funds,
Management and adding value through supply chains diversification and asset allocation, buying and
8. Employee Behavior and Motivation selling securities and securities market regulation
Forms of employee behavior, individual differences
among employees, matching people and jobs, basic
motivation concepts and theories, strategies and
techniques for enhancing motivation
9. Leadership and Decision Making
The nature of leadership, early approaches and
the situational approach to leadership, leadership
through the eyes of followers, special issues in
leadership, the changing nature and emerging issues
in leadership and leadership, management and
decision making

IntroBus0608 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Introduction to Marketing
OVERVIEW RELATED
COURSES
Introduction to Marketing explores the cornerstone concepts that influence
customers’ buying habits. The course describes how broadband companies aim to Students completing this
understand consumers, develop marketing strategies, conduct research and analyze course should then enroll in:
information to target and sell to key market segments. The curriculum combines » Principles of
textbook principles, workbook exercises, industry-specific case studies and real-life Management
situations to show how to translate marketing theory to everyday business. Some » Introduction to
of the topics covered include: creating marketing for new products, implementing Business
pricing strategies, handling distribution channels, forming integrated marketing » Effective Supervision
communications with advertising, sales promotion, public relations, personal
» Delivering Cable
selling and direct marketing.
Services
Delivery Options: » Cable Network
3 Learning is a combination of online and textbook activities. Overview
Completion Time: » Excellence in Customer
Varies based on the student’s self-study pace, however, the maximum time allowed Service
TRAINING
BENEFITS FEATURES
Upon completion students will: » Knowledge-based,
broadband and job-
» bring a customer-centric approach to business specific content
» understand the marketing components of today’s technology-driven businesses
» apply marketing strategies and tactics to win, influence and retain customers
easyto read course
» understand how to develop and implement successful marketing plans for new
materials
and existing products
» receive an industry-recognized Jones/NCTI™ certificate of graduation » 24/7 lesson feedback
and progress
Ideal for: monitoring at
Employees directly interacting with the customer or personnel needing a better www.jonesncti.com
understanding of what factors influence customer satisfaction, including:
» Online testing
» customer service personnel
» sales staff
» supervisory staff
» programming managers
» management on computer hardware/
» technical staff software requirements
Upon completing this course, students will be able to: extension limitations
1. d efine marketing and discuss its core concepts
2. explain functional planning strategies and assess marketing’s role in strategic planning
3. discuss how companies conduct e-commerce to profitably deliver more value to customers
4. explain how changes in demographic and economic environments affect
marketing decisions
5. explain how companies analyze and distribute marketing information
(Continued)

6. understand the consumer market, including the major factors that influence consumer buying behavior
7. explain how companies identify market segments and choose a market-coverage strategy
8. describe the roles of product and service branding, packaging, labeling and product support services
9. explain how companies find and develop new product ideas
10. identify and explain the external and internal factors affecting a firm’s pricing decision
11. explain how companies select, motivate and evaluate channel members
12. explain the marketing decisions facing retailers and wholesalers
13. describe and discuss the major decisions involved in developing an advertising program
14. identify the major forms of direct marketing
15. explain how companies adapt their marketing for international markets
16. describe the principles of socially responsible marketing
COURSE Outline
1. Marketing: Managing Profitable 9. Pricing: Understanding and Capturing Customer Value
Customer Relationships What is price, new-product pricing strategies, price-adjustment
What is marketing, understanding the marketplace strategies, price changes and public policy and pricing
and customer needs, designing a customer-driven 10. Marketing Channels and Supply Chain Management
marketing strategy, preparing a marketing plan and The nature and importance of marketing channels, channel
program, capturing value from customers and the new behavior and organization, channel design decisions,
marketing landscape channel management decisions, public policy and
distribution decisions and marketing logistics and supply
2. Company and Marketing Strategy:
chain management
Partnering to Build Customer Relationships
Companywide strategic planning: defining marketing’s 11. Retailing and Wholesaling
role, planning marketing, partnering to build customer Retailing and wholesaling
relationships, marketing strategy and the marketing mix 12. Communicating Customer Value: Advertising,
and managing the marketing effort Sales Promotion and Public Relations
3. The Marketing Environment The promotion mix, integrated marketing
The company’s microenvironment, the company’s communication, shaping the overall promotions mix,
macroenvironment and responding to the marketing advertising, sales promotion and public relations
environment 13. Communicating Customer Value:
Personal Selling and Direct Marketing
4. Managing Marketing Information Personal selling, managing the sales force, the personal
Assessing marketing information needs, developing selling process and direct marketing
marketing information, marketing research, analyzing
marketing information, distributing and using marketing 14. Marketing In the Digital Age
information other marketing information considerations The digital age, marketing strategy in the digital age,
e-marketing domains, marketing on the web and the
5. Consumer and Business Buyer Behavior promise and challenges of e-commerce
Consumer markets and consumer buyer behavior, business
15. The Global Marketplace
markets and business buyer behavior
Global marketing in the twenty-first century, looking at
6. Segmentation, Targeting and Positioning: Building the the global marketing environment, deciding whether to go
Right Relationships with the Right Customers international, deciding which markets to enter, deciding
Market segmentations, target marketing and positioning how to enter the market, deciding on the global marketing
for competitive advantage program and deciding on the global marketing organization
7. Product, Services, and Branding Strategy 16. Marketing Ethics and Social Responsibility
What is a product, product and service decisions, branding Social criticisms of marketing, citizen and public actions
strategy, building strong brands, services marketing and to regulate marketing and business actions toward socially
additional product considerations responsible marketing
8. New-Product Development and Product
Life-Cycle Strategies
New-product development strategy and product
life-cycle strategies

IntroMrktng0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Principles of Management
OVERVIEW RELATED
COURSES
This course focuses on today’s global, technology-driven business environment,
covering topics such as strategic planning and change management. It provides Students completing this
a detailed exploration of what is needed to develop a successful business in course should then enroll in:
a multicultural environment: leadership, setting objectives, decision making, » Introduction to
staffing, communication, motivation and organizing. Also, students will draw on Business
management theory in order to apply the organizational concepts that are needed » Introduction to
to function effectively as a manager today. The curriculum combines textbook Marketing
principles with workbook exercises. Industry-specific case studies apply textbook » Effective Supervision
theory to real-life situations.
Delivery Options:
3 Learning is a combination of online and textbook activities. TRAINING
specific content
materials
» employ better decision-making and leadership skills
» plan and implement organizational change
» understand how to build and organize groups and teams » 24/7 lesson feedback
» earn three hours of college credit and progress
» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, www.jonesncti.com
RCDD/OSP, Residential Installer and Installer Level 2/Technician » Online testing
Ideal for:
Technical and nontechnical leadership personnel throughout the
organization, including:
» current managers
» aspiring managers
1. d evelop a successful leadership style on computer hardware/
2. make better decisions affecting the organization software requirements
3. properly motivate employees to work toward organizational goals and student-to-student
4. recognize and address challenges related to multicultural business transfer and
environments extension limitations
5. establish effective leadership and business goals
6. plan and manage change
7. successfully build and lead teams
8. improve decision making about staffing

COURSE Outline
1. Managing in the 21st Century 9. Staffing the Organization
What managers do, managing in an era of Human resource management as a strategic
competition and change, the future is now, partner, personnel planning and recruiting,
foundations of modern management, classical and selecting employees, orientation and training and
scientific management, the behavioral school of other topics in human resource management
management, the quantitative school and toward a
situational management theory and the future 10. Being a Leader
What do leaders do, the foundations and traits of
2. Managing in a Global Environment leadership, how leaders act like leaders, situational
Doing business abroad, the manager in an theories of leadership and becoming a leader
international environment, the management team
in a global business, the global manager and the 11. Motivating Employees Today
process of international management N
eed based approaches, process approaches,
learning and reinforcement approaches,
3. Managing in a Cultural and motivation in action, how do you motivate
Ethical Environment today’s employees and what managers should
What determines ethical behavior at work, know about individual behavior
creating the right culture, managers and social
responsibility and managing diversity 12. Communicating in Today’s Organization
A communication model, improving interpersonal
4. Making Decisions communication, organizational communication,
Understanding decision making, how managers improving organizational communication and
make decisions, how to make better decisions and communicating at the speed of thought
using groups to make better decisions
13. Managing Groups and Teams
5. Planning and Setting Objectives Employee involvement in teams, the building
The nature and purpose of planning, the blocks of groups, how companies use teams at
management planning process, how to set work, how to build productive teams and leading
objectives, developing planning premises and productive teams
planners in action
14. Managing Organizational and Cultural Change
6. Strategic Management T
he challenge of organizational change, an
The strategic management process, types of eight-step process for leading organizational
strategies, creating strategic plans and strategic change, the leader’s role in organizational
planning in practice and cultural change, using organizational
development to change an organization and
7. Fundamentals of Organizing conflict management techniques
From planning to organizing, creating
departments, achieving coordination, delegating 15. Controlling and Building Commitment
authority in organizations, tall and flat The role of control in the management process,
organizations and the span of control two approaches to maintaining control, traditional
control systems, how people react to control and
8. Designing Organizations to Manage Change using commitment-based control systems
Moving beyond organic organizations, building
team-based structures, building network-based
organizations, boundaryless organizations and
federal-type organizations

PrncMngmt0508 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com
Business Law and the Legal
Environment RELATED
COURSES
Covering eight distinct areas of business-based legal practices, Business Law is a course should then enroll in:
must for executives and management-level employees. The course teaches a practical » Introduction to
approach to law that covers topics such as legal procedures and regulations, business Business
transactions, employment and employee relations, contracts, property, business » Introduction to
organization and sales. Business Law utilizes a textbook to detail the coverage of Marketing
law pertaining to general business, and it provides extensive lists of up-to-date » Principles of
Internet resources. Accompanying exercises apply the concepts learned to a cable Management
and broadband setting.
Delivery Options:
TRAINING
3 Learning is a combination of online and textbook activities. FEATURES
» Knowledge-based,
Varies based on a student’s self-study pace, however, the maximum time allowed is specific content
six months from enrollment. » Highly illustrated and
easy to read course
BENEFITS materials
» understand critical elements of e-commerce contracts and progress
» recognize the importance of ethics and social responsibility monitoring at
» have a thorough understanding of the role of law in business www.jonesncti.com
» recognize how laws apply to a broadband and cable business environment » Online testing
» understand key aspects of how laws affect employees and employers
» know the components of contractual obligations, how contracts are written
and how they are applied in business
» understand the makeup and roles of sole proprietorships, partnerships
and corporations
Executive, management and supervisory personnel, including: /coursepolicy.htm for
» business operations executives
» general managers
» human resource professionals
» technical operations personnel
transfer and
» call center management
COURSE OBJECTIVES
1. explain the meaning of law and give examples of the law in terms of rules and
social conduct
(Continued)

2. describe the effect of law on business and identify portions of the law which are considered to comprise Business Law
3. explain the criteria necessary for a valid electronic contract
4. distinguish between the federal and the state courts systems and identify the types of courts which make up each system
5. distinguish between torts and crimes and identify the necessary components of criminal liability
6. describe the nature of torts in a business context and define what is meant by negligence in tort liability
7. describe the behaviors necessary to meet current ethical standards
8. explain the laws governing equal opportunity to employees
9. define the meaning of the term contract and identify the elements of a contract
10. define the term mutual assent and identify and describe methods by which an offer can be terminated
11. define consideration and identify and discuss circumstances under which a court will enforce an agreement
despite absence of consideration
12. define capacity and relate the concept of contractual capacity to the right of insane persons, intoxicated persons,
aliens and convicts
13. define legality as it relates to contract law and identify special circumstances under which an illegal agreement
will be upheld
14. define reality of consent, duress, undue influence and distinguish between fraud and misrepresentation
15. describe the basic elements of a written contract
16. distinguish between a condition and a promise and explain the intent of parole evidence
17. explain the circumstances under which the court will or will not enforce the rights of third persons and examine
the criteria a court uses in determining the rights
18. explain intellectual property and Internet law
COURSE Outline
1. Legal Heritage and Critical Legal Thinking 11. Sales and Lease Contracts: Performance
2. Constitutional Law for Business and and Breach
Online Commerce 12. Warranties, Product Liability and
3. Traditional, Alternative and E-Commerce Consumer Protection
Dispute Resolution 13. E-Commerce Contracts
4. Torts and Privacy 14. Sole Proprietorships, Partnerships and
5. Business and Cyber Crimes Limited Liability Companies
6. Ethics and Social Responsibility of Business 15. Corporations
7. Contracts: Classification, Agreement and 16. Agency and Employment

Consideration 17. Equal Opportunity in Employment
8. Contract: Capacity, Legality, Assent and Writing 18. Intellectual Property and Internet Law
9. Contracts: Third-Party Rights, Performance, 19. Real Property and Environmental Protection
Breach and Remedies 20. Personal Property, Bailments and Insurance
10. Sales and Lease Contracts: Formation,
Title and Risk

BusinessLaw0408 9697 East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com

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Information

Workforce Performance Solutions™

Workforce Performance Solutions™

Workforce Performance Solutions™

For more information call 866.575.7206 or email sales@jonesncti.com

6. Underground/MDU Installations 11. Connecting CPE

Workforce Performance Solutions™

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6. Underground/MDU Installations 11. Connecting CPE

Workforce Performance Solutions™

For more information call 866.575.7206 or email sales@jonesncti.com

Completion Time: TRAINING

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(Continued) Workforce Performance Solutions™

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Workforce Performance Solutions™

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For more information call 866.575.7206 or email sales@jonesncti.com

3. Pole Climbing 8. Power Awareness

Workforce Performance Solutions™

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5. Selling Communications Services

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» effectively answer customer questions regarding competitive technologies offering

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Delivery Options: TRAINING

(Continued) Workforce Performance Solutions™

For more information call 866.575.7206 or email sales@jonesncti.com

For more information call 866.575.7206 or email sales@jonesncti.com

For more information call 866.575.7206 or email sales@jonesncti.com

Workforce Performance Solutions™

For more information call 866.575.7206 or email sales@jonesncti.com

For more information call 866.575.7206 or email sales@jonesncti.com

Workforce Performance Solutions™

For more information, call 866.575.7206 or email sales@jonesncti.com

For more information call 866.575.7206 or email sales@jonesncti.com

Workforce Performance Solutions™

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Workforce Performance Solutions™

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Workforce Performance Solutions™

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Workforce Performance Solutions™

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6. Using Equations and Powers of Numbers 18. Troubleshooting Drop Ingress

8. Understanding Resistance 20. Troubleshooting Picture Impairments in an MDU

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3. I nstalling Twisted-Pair Inside Wiring 6. Installing VoIP in Homes with Electronic

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COURSE OBJECTIVES Visit www.jonesncti.com

For more information call 866.575.7206 or email sales@jonesncti.com

1. V ideo Standards, Definitions and Services 5. Digital Set-Top Boxes

2. Video Display Technologies 6. C

4. Audio Technologies, Systems and Services

6. Underground/MDU Installations 11. Connecting CPE

6. Underground/MDU Installations 11. Connecting CPE

3. Pole Climbing 8. Power Awareness

3. I nstalling Twisted-Pair Inside Wiring 6. Installing VoIP in Homes with Electronic

1. V ideo Standards, Definitions and Services 5. Digital Set-Top Boxes

2. Video Display Technologies 6. C

4. Audio Technologies, Systems and Services

2. RF Fundamentals 7. The 802.11 Network Architecture

5. Antennas and Accessories 10. Wireless LAN Security

2. Overview of TCP/IP Applications 6. Routing TCP/IP

2. Understanding the Trunk System 5. Understanding Competitive Services

3. Understanding the Feeder System

2. Understanding the Trunk System 5. Understanding Competitive Services

3. Understanding the Feeder System

3. Understanding Fiber Optics and 9. How to Connect Customer Equipment