Prerequisites

	Course # ATG-ICMPT-ILT - Cisco ICMNAM Product Training
	Course # ATG-ICMSA-ILT - Cisco ICMNAM System Administration
	Recommend real experience working with the ICM system
	Working knowledge of MS Windows-NT Server
	Working knowledge of MS SQL Server
	Working knowledge of TCP/IP networking

Course Content

This 2 day course focuses on the concepts/tools necessary to allow for the proper troubleshooting of either a NAM implementation or a stand-alone ICM implementation of the Cisco ICM product.

Course Objectives

Use various tools, including rttest, opctest, procmon, dumcfg, dumplog, and Inspect, to support and troubleshoot the ICM software whether in a NAM or stand-alone ICM environment

Course Outline

	Review of ICM Components, Processes, and Inter-Process Communications
	Review of ICM Fault Tolerance
	Alarms & Event Management
	Troubleshooting Methodology
	Troubleshooting Tools and Techniques
		Verifying System Information
		Database Tools
		NT / TCP/IP Tools
		Remote Access Troubleshooting
		ICM Tools

Who Should Attend

This course is intended for ICM System Administrators, maintenance personnel and Cisco Systems partners