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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:
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Familiarity with your call center
operations (ACD, Network, and any
IVR implementations)
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Working knowledge of Microsoft
Windows Server 2003
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Attendance and completion of Cisco
IP Telephony Part 1 (CIPT1)
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Working knowledge of Windows 2003
Server and Windows XP
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Basic knowledge of SQL Server 2000
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Recommended attendance and
completion of CRSD
Course Objectives
After completing this course, the
student will be able to:
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Demonstrate an overall understanding
of the Cisco ICM system, processes,
and environment
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Describe the features, functions,
and capabilities of Cisco ICM
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Configure a “generic” Cisco ICM
system using the Configuration
Manager tool
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Create several call routing and
administrative scripts using the
Script Editor tool
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Generate real-time and historical
reports using WebView’s standard
report templates
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Explain the IPCC solution concept,
components, and interaction of
components
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Identify new features in IPCC 7.0
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Describe IPCC deployment models and
their issues
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Determining IPCC queuing and routing
client options
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Design an System IPCC lab and
production system
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Install, configure, test, and
maintain IPCC components
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Design IPCC call flows
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Creating IPCC script
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Use Cisco's standard IPCC deployment
tools
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Troubleshoot the IPCC solution set
Course Outline
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Contact Centers and Routing
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ICM Components and Concepts
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ICM Options and integration
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ICM Routing
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Configuration of Boston Site
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ICM Script Editor
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Configuration Labs
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Database Routing
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Configuration Labs
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Translation Routing
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Adding a Second Site
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ICM Reporting
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IP Contact Centers & Routing
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IPCC Components and Concepts
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IPCC 7.0 Routing
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IPCC Deployment Planning
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Enterprise IPCC vs. System IPCC
Inquire
to find out about pricing and course
specials.
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