Jose explained cold and warm transfer and also how to use Microsip. We got into groups of 2 or 3 and used Microsip to practice making phone calls. The people in the group took turns playing the employee, the caller or the manager for each scenrio. I think my group did a good job once we got the hang of it. Started working on written customer responses. Tomorrow is the last day of the month so we will celebrate the three students moving on to SJS.