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Team Captain User Guide

Team Captain Roles

There are two distinct team captain roles within the Learning Credits Management Tool, commonly referred to as LCMT:

  • Team Captain Designated Admin (TCDA)
  • Team Captain Other (TCO)

The Team Captain Designated Admin (TCDA) is a customer employee who is authorized by the customer to use the Learning Credits Management Tool to manage credits, review transactions, generate reports, guard against fraudulent use of the credits and identify Team Players and Team Captain Others.

The Team Captain Other (TCO) is a role that can be appointed by the Team Captain Designated Admin, once fully set up in LCMT and having accepted the Cisco Terms & Conditions. This optional role can be filled by someone other than an employee of the customer but cannot be a Cisco employee.

Overview

The Team Captain Designated Admin (TCDA) must open a support case with Cisco to obtain access to the Learning Credits account. Only the Team Captain Designated Admin can log in to the LCMT to activate their account. The system will send an email that provides instructions for accessing the account.

The TCDA can then complete account setup, including accepting the Cisco Terms & Conditions. Acceptance of the Cisco Terms & Conditions (TnCs) must occur for the TCDA to be fully set up in LCMT.

  • If you decline the program terms, you will not be able to access your account details.
  • The Team Captain Designated Admin, once fully set up, can then add other individuals of the customer as team players or additional TCDA.
  • The team players will receive an email from the system with instructions for accessing the account. Team players can view the accounts they have access to and may be able to view reports and receive notifications.

The Team Captain Designated Admin, once fully set up in LCMT and having accepted the Cisco Terms & Conditions, can also request individuals that are not employees of the customer to be added to the account as Team Captain Other by opening a support case.

There can be multiple Team Captains and Team Players on an account. Note: Employees of Cisco are prohibited from being a Team Captain.

  • An account MUST first have an active Team Captain Designated Admin on the account who has accepted the Cisco Terms & Conditions before any additional team captains or team players can be added.
  • Team captains can approve debits, request reissues, and request the assignment or removal of other Team Captains and Team Players.
  • There MUST always be a Team Captain Designated Admin on the account who cannot be removed, only replaced by opening a case. This role must always be assigned for an account.
  • Team Players may only view account details. They have no authority for debit approval, reissue request nor the authority to request assignment or removal of other team captains or team players.

Learning Credits Management Tool

The LCMT is a robust online tool that is designed to help team captains monitor and manage the company's usage of Cisco Learning Credits. The LCMT:

  • Tracks all your account transactions
  • Validates the redemption of your Learning Credits

Accessing LCMT

  1. To access the LCMT, go to cisco.com/go/lcmt. The Cisco.com login window appears.
  2. At the login window, enter your Cisco.com username and click Next.
  1. Enter your Cisco.com password and click Log In. The Terms and Conditions window appears when required.
  1. If you have not already, read the terms and conditions. Click “Accept”. If you decline the program terms, you will not be able to access your account details.
  1. The LCMT Home page will appear. A dashboard of Account Balance(s), Transactions, Expiration, and any applicable open Action Items will appear.

Viewing Accounts

To view your accounts, click the Account Information tab. This tab lists all the accounts that you have access to and gives the name of the team captain and the number of Learning Credits available for that account. You can also search for an account name from this page.

To view the details of an account, click the Triangle icon next to the account name.

To view a statement of account transactions, click the Transactions tab and choose Advanced Search.

Specify all transactions, a date range, or a transaction type, then click Search. You can choose to view the results online or have them downloaded to Microsoft Excel.

TIP: You can click the Search button without entering any specific criteria to view all transactions that have occurred in the account since it was created.

NOTE: If you download the report to Excel, you can view the system notes that accompany the transactions.

Transactions: Approve or Deny Learning Credit Redemption Requests

Status definitions

Status Definition
On Hold You need further information before approving or denying the debit request.
Denied The training provider will not receive reimbursement. The provider can submit a new request, but the existing request is permanently denied, and the credits remain in your account.
Approved The request can be reimbursed to the training provider by Cisco and the credits are debited from your account.

Sorry, no results matched your search criteria(s). Please try again.

Tip: Prior to approval, denial, or placing on hold, you may also choose status Submitted if you only want to add notes to the request.

Dashboard:

The fastest way to locate transactions needing your attention.

Quickly locate the Submitted transactions pending your approval from the Dashboard’s Action Items section.

Transactions in Submitted status (needing review and approval) will appear.

Click Process to access the details.

Or, to navigate to the Submitted transactions from the Transactions tab, click Approve Debits. The quick access ribbon displays the status of all Learning Credits transactions in your account. Click a segment of the ribbon to view only those transactions.

Tip: You can also search for specific transactions by training provider, transaction number, SO number, course acronym, request status, a date range for debits, or a date range for the start of a class.

Requests that have been submitted but have not yet approved by the Team Captain have a status of Submitted.

Click the Process link to take action.

Review the request details. Approval status is displayed at the top of the screen.

To approve, deny, or place a debit request on hold, you must add a Note, providing any details you would like, in the Notes area at the lower right of the window. Select approval Status, then click Process.

Tip: You can also leave the status as Submitted if you simply want to add notes to the request.

To change the status of a request that is On Hold (only), click Approve Debits then On Hold within the status bar.

Click Process to open and update details or status.

You may then make the required notes updates and select an approval status for processing:

You may review a previously updated request that does not require action by clicking “View” under the Actions header. The request details will appear.

You must approve or deny learning credit requests in a timely manner

It is important for the team captain to approve or deny learning credit requests in a timely manner to ensure that the requested training can take place.

Scenario 1: When the learning captain has neither approved nor denied the learning credit request after 30 days:

  • LCMT will send notifications with transactional detail and call to action required to the team captain.

Scenario 2: When the team captain has not taken action to approve or deny the learning credit request 60 days past the original posting of the request:

  • LCMT will process an auto refund of the learning credit request.
  • Learning Credits that have expired will refund as expired.
  • LCMT notifications with transactional detail will be sent to the team captain.
  • If the refunded sales order (SO) has expired, reissuance will follow the standard program guidelines. So, if it is a reissued SO that has expired, those CLCs will no longer be usable. If it is a valid training that needs to be paid for, a new SO number will need to be provided to Cisco. It is in everyone’s best interest to avoid auto-refunding valid transactions as it may cause issues. To avoid auto-refunds, we need Team Captains to approve reservations timely.
  • Debits will also be auto-refunded if within that 60-day window they are unapproved 3 working days prior to class start date.

Setting up Automatic Approval

To allow debit requests in some or all accounts to be approved automatically, go to the Transactions tab, click Approve Debits then the Auto Approve Debits button.

  1. At the right, in the Actions column, check the check box for each account that does not require manual approval by the team captain. You can enable automatic approval for some accounts or select it or deselect it for all accounts.
    • Checking a box means that the team captain takes no action when Cisco submits a debit request for that account. Reimbursement is automatic.
    • Unchecking all boxes means that the team captain manually processes every request.
  1. Click Save to update the automatic approvals.

Users: Adding/Removing Team Captains or Team Players

Accounts may have multiple Team Captains and Team Players. To add or delete a user to an account, please open a case with Centralized Support.

  • An account MUST first have an active Team Captain Designated Admin on the account who has accepted the Cisco Terms & Conditions before any additional team captains or team players can be added.
  • Team captains can approve debits, request reissue, and can request the assignment or removal of other Team Captains and Team Players.
  • There MUST always be a Team Captain Designated Admin on the account and cannot be removed, only replaced by opening a case.
  • Team Players may only view account details. They have no authority for debit approval, reissue requests not the authority to request assignment or removal of other team captains or team players.

Please note:

  • Cisco employees are not allowed to be assigned as the Team Captain nor as a Team Player.
  • Cisco.com credentials cannot be shared.
  • Each user must have a valid Cisco.com username and password.
  • When one TCDA is being added to replace one that is leaving, until the newly added TCDA accepts the Cisco Terms & Conditions, any existing Team Captain Other on the account will be blocked from see the account in LCMT.

Requesting Reissue of Learning Credits

Team Captains (either Designated Admin or Other) can submit a request for a six-month reissue of Learning Credits that are about to expire, one time only. A Cisco Business Development Manager (BDM) working with the team captain can create a reissue request, but the request will require team captain review and approval. The request must include a detailed plan for using the expiring credits.

Reissue Policy

If there are Cisco Learning Credits in your account that you will not be able to use before the expiration date, the Team Captain may submit a reissue request for approval by the Cisco Learning Credits team, subject to the following requirements:

  • Cisco Learning Credits converted from other programs which have already been assigned an 18-month Cisco Learning Credits lifespan and are not eligible for reissue.
  • Cisco Learning Credits converted from other programs which have already been assigned a 12-month Cisco Learning Credits lifespan are eligible for reissue.
  • All requests must be submitted by the Team Captain (either Designated Admin or Other) or created by the Business Development Manager (BDM) via the Learning Credits Management Tool.
  • Requests must be submitted any time after Cisco Learning Credits activation, up to 60 days after the expiration date.
  • Unused credits can be reissued for a maximum of six months from the original expiration date, one time only.
  • The reissue request must include a description of your plan to use the credits (“training plan”).
  • Reissue approval is not automatic and is at the sole discretion of Cisco.

Note: There are no exceptions to the requirements above.

How to Request Reissue

Follow these steps to submit a request for reissue (extension) of unused Cisco Learning Credits:

  1. Team captains should access the Learning Credits Management Tool (LCMT)
  2. Click the Accounts  tab and view the list of your accounts. You can search for the account name if you have more accounts than are showing in the list.
  1. Click the (>) icon to expand the account that is associated with the unused Learning Credits. If the account meets the eligibility requirements, a Reissue button appears in the applicable Sales Order (SO) number row.
  1. Click the Reissue button. A Terms and Conditions message appears. Click Accept to continue.
  1. In the form that appears, enter the required information in the fields. A red asterisk denotes required fields.
  1. Click Submit. A message confirming your request appears and the system sends a notification to the team captain and account manager with a reissue request ID.

How to update a reissue request

You can update your request for reissue (extension) of unused Cisco Learning Credits if you need to add further information or change some information. Follow these steps to update a request:

Team captains should access the Learning Credits Management Tool (LCMT). On the LCMT dashboard, the Team Captain will see Action Items.

Managing Reissue Requests

Once submitted, you can manage your reissue requests and review to approve BDM submitted requests on the Reissue screen in LCMT.

On this screen are tabs that show all your reissue requests, and status of the request.

  • The TC Review tab lists all reissue requests that have been submitted by a BDM on your behalf. Acceptance is needed for them to be considered “submitted” and ready for Cisco review.
  • Approved requests display a View button in the applicable SO number row.
  • Requests in progress display an Update button in the applicable SO number row, which allows you to update information in the request, if needed.
  • Submitted: Your request is being reviewed. You can change or add to the information on the form if you need to, then click Update to submit an updated request.
  • On hold: Your request has been reviewed but further information is needed. You can change or add to the information in the request, then click Update to submit the updated request.
  • Denied: Your request has been reviewed and denied.
  • Approved: Your request has been reviewed and approved.

How to approve a BDM reissue request

  1. Click the ‘UPDATE” button next to the request you would like to review and accept.
  2. Under status dropdown you can either approve or decline.
    • Approval moves the reissue request to ‘submitted’.
    • Declining does not preclude the request from being recreated by either the Team Captain or the BDM .
    • It is mandatory to add “notes.”
    • Click Submit to complete this action.

Prime-Branch Account Linkage

If you wish to utilize learning credits from more than one account but do not want to permanently combine the accounts, you may request a Prime-Branch linkage between your accounts within LCMT. Upon completion, the Prime account Team Captain may pass CLCs to the Branch account, and the sales orders may be used together from the same Branch account. Please note that transfers are final, expiration date and reissue rules are unchanged, and the Branch account Team Captain will approve, or select auto approve, for any debit requests.

Prime-Branch Account Linkage Qualifications:

  • customer must request the account linkage and provide Branch Team Captain information,
  • learning credits must belong to the same legal entity of the customer, and
  • sales orders from different Cisco entities cannot be combined.

To request Prime-Branch linkage, open a case with the Learning Credits Team and provide the following:

  1. Sales order numbers
  2. Team Captain details
  3. Respective approval(s)

Transferring CLCs from the Prime to Branch account

Upon account linkage the Prime account Team Captain will be able to enter the sales order for which he or she wishes to pass to the Branch account.

  1. Navigate to the Accounts Tab to see which Prime account has been setup. Note the sales order you wish to transfer to the Branch account.
  1. Click Transactions tab then Transfer Credits option at the top.
  1. You will be prompted to enter the Sales Order number that your wish to transfer. Enter the entire sales order number in the field and click Submit.
  1. Enter the number of learning credits, in whole units, to transfer to the Branch account and click Submit.
  1. Upon submission the Prime SO# will be reduced by the number of CLCs transferred, confirmed on the Account tab below. The Branch SO# is now created with the balance transferred and is visible to the Branch Team Captain only.
  1. The learning credits are now assigned to the new sales order number within the Branch account.

Note: All Branch account sales orders will have a suffix added to the end of the sales order (example: “12345678-ABC”) to denote that it is part of the Branch account. All expiration dates remain unchanged throughout both the Prime and Branch account sales order number.

If you are a Team Captain of the Branch account, you will manage and approve your Learning Credits the same as previously demonstrated in the user guide. Please note that transfers are final, expiration date and reissue rules are unchanged, and the Branch account Team Captain will approve, or select auto approve, for any debit requests against the account.

Reporting

  1. To pull reporting on your account transactions – go to the Transactions tab and select Search Transactions.
  2. To the far left of the Search Results, click on the EXCEL icon.
  3. The system will download an Excel report.

Setting notification preferences

A team captain can opt in or out of receiving certain system notifications. The notification preferences can be set by logging into LCMT and clicking the “Bell” in the upper right corner next to the circle with your initials.

Here you will see a listing of all notifications sent to you and the date they were sent.

From this screen select User Preferences to update the notifications you chose to receive.

There is one notification that a team captain CANNOT opt out of receiving – the Team Captain Welcome Email.

The CLC team suggests receiving the following:

  • Debit pending approval
  • Monthly statement
  • Reissue request submitted
  • Cisco Learning Credit Expiration Notice
  • Transfer SO

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