ICMPT+IPCCF Course Description

 

 This course provides a foundation for Cisco's Intelligent Contact Management (ICM) product including basic scripting and reporting. It provides hands-on experience and knowledge needed for Cisco IP Contact Center (IPCC) deployment and maintenance. This course is intended for personnel who will implement, configure, and support the Cisco IPCC Enterprise Product in a call center environment. This course is based on ICM 7.0, CallManager 4.1 and CRS 4.0.

This is an accelerated course that combines Cisco ICM Product Training Part 1 (ICMPT1) and IP Contact Center Enterprise (IPCCE). The pace of the class is slightly faster and the content may not be in the same order as listed in the individual course descriptions.

Prerequisites

To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge:

• Familiarity with your call center operations (ACD, Network, and any IVR implementations)
• Working knowledge of Microsoft Windows Server 2003
• 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:

• System Engineers
• Channel Partner/Reseller
• Customers

Course Objectives

After completing this course, the student will be able to:

• Demonstrate an overall understanding of the Cisco ICM system, processes, and environment
• Describe the features, functions, and capabilities of Cisco ICM
• Configure a “generic” Cisco ICM system using the Configuration Manager tool
• Create several call routing and administrative scripts using the Script Editor tool
• Generate real-time and historical reports using WebView’s standard report templates
• 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 queuing 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

1. Contact Centers and Routing
2. ICM Components and Concepts
3. ICM Options and integration
4. ICM Routing
5. Configuration of Boston Site
6. ICM Script Editor
7. Configuration Labs
8. Database Routing
9. Configuration Labs
10. Translation Routing
11. Adding a Second Site
12. ICM Reporting
13. IP Contact Centers & Routing
14. IPCC Components and Concepts
15. IPCC 7.0 Routing
16. IPCC Deployment Planning
17. Enterprise IPCC vs. System IPCC