Course Content

This 4-day course is intended for personnel within a multi-channel call center environment who will have day-to-day interaction with the ICM products from Cisco. The course covers the ICM E-Mail Manager Option and the ICM Web Collaboration Option. The course will cover the features of both options as well as the integration with ICM.

Course Objectives

• Explain how ICM Web Collaboration Option may be customized via its preferences settings, properties files, and HTML pages.
• Customize ICM Web Collaboration Option and test various approaches to problems.
• Explain the basic functionality of the ICM E-Mail manager option
• Customize ICM E-Mail Manager using Account creation, System Rules and Templates
• Configure a integrated multi-channel ICM system, including the Web Collaboration and E-Mail manager Options
• Create several call routing scripts to demonstrate the multi-channel capabilities of ICM

Course Outline

Executive Overview

ICM Web Collaboration Option

ICM E-Mail Manager Option

ICM Integration

Prerequsites

REQUIRED: ICM Product Training Course (Recommend 3 - 6 months experience working with the Cisco ICM system) strong working knowledge of MS Windows-NT Server strong working knowledge of TCP/IP networking.

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