ICM Accelerated is a 5 day, instructor-led course that combines ICM Product Training Part 1 (ICMPT1) and ICM Product Training Part 2 (ICMPT2). This course provides an understanding of ICM system terminologies, features, functions, components, and capabilities. The course will cover ICM configuration, scripting, and tools. During the extensive course labs, students add a contact center, complete configuration, and perform contingencies in scripting. Students will use this basic design and create a duplexed ICM Central Controller with two contact centers. After installing the required software, the students will set up their labs, and using the knowledge gained during the course, the students will configure and script for their business logic. The course includes monitoring and troubleshooting the lab built during this class. Support Tools, command line, and various other troubleshooting aids and techniques are also discussed.

Due to the accelerated nature of the course, the pace will be faster and not all material may be covered in class. Students will have opportunities to ask questions on the material not presented in class.

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
• Working knowledge of Microsoft SQL Server 2000
• Working knowledge of Microsoft Active Directory
• TCP/IP Networking

Who Should Attend

This course is intended for the following audience:

• Channel Partners / Resellers
• Customers
• Employees

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
• Install and configure “generic” Cisco ICM system components including Router, Logger, AW, HDS, NIC, PG, and IPCC Express Gateway PG
• Create routing options using a External SQL Database and an Application Gateway
• Install a WebView Server and monitor the ICM system
• Install and utilize the Support Tools Dashboard for monitoring and troubleshooting

Course Outline

1. Course Introduction
2. Contact Centers and Routing
3. ICM Components and Concepts
4. ICM Options and integration
5. ICM Routing
6. Configuration of Boston Site
7. ICM Script Editor
8. Configuration Labs
9. Database Routing
10. Translation Routing
11. Adding a Second Site
12. ICM Reporting
13. Architecture and Deployment
14. Lab Design
15. Lab Software
16. Building an ICM Instance
17. ICM Monitoring and Troubleshooting

      Inquire to find out about pricing and course specials.