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This course is intended for personnel who
will implement, configure, and support the
Cisco IPCC Enterprise Product but have
already attended training on the ICM
Product. This course also introduces the new
mid-sized company contact center solution
known as System IPCC. This course is based
on ICM 7.0, CallManager 4.1 and CRS 4.0.
Prerequisites
To fully benefit from this course, it is
recommended that you have the following
prerequisite skills and knowledge:
-
Attendance and completion of ICM Product
Training (ICM Part 1)
-
Attendance and completion of Cisco IP
Telephony Part 1 (CIPT1)
-
Working
knowledge of Windows 2003 Server and
Windows XP
-
Basic
knowledge of SQL Server 2000
-
Recommended attendance and completion of
CRSD
Who
Should Attend
This course is intended for the following
audience:
-
Channel
Partner / Reseller, Customer, Employee
Course
Objectives
After completing this course, the student
will be able to:
-
Explain
the IPCC solution concept, components,
and interaction of components
-
Identify
new features in IPCC 7.0
-
Describe
IPCC deployment models and their issues
-
Determining IPCC queing and routing
client options
-
Design
an System IPCC lab and production system
-
Install,
configure, test, and maintain IPCC
components
-
Design
IPCC call flows
-
Creating
IPCC script
-
Use
Cisco's standard IPCC deployment tools
-
Troubleshoot the IPCC solution set
Course
Outline
-
IP
Contact Centers & Routing
-
IPCC
Components and Concepts
-
IPCC 7.0
Routing
-
IPCC
Deployment Planning
-
Enterprise IPCC vs System IPCC
Inquire
to find out about pricing and course
specials.
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