CISCO Training


  Advanced Services Cisco IPCC Enterprise PPDIOO Workshop (PPDIOO)

Who Should Attend

  • Implementation and systems engineers
  • Project managers
  • System architects
  • Project engineers
  • Cisco Technical Assistance Center (TAC) engineers


  • IPCC/Advanced Technology Provider (ATP) certification (or in process)
  • Cisco ICM/IPCC product training: ICMPT (ICM Product training), IPCCF (IPCC Product Training), ICMSA (ICM System Administration)
  • Cisco IP Contact Centre Product Boot Camp 7.0


Course Objectives

After completing this course the student should be able to:

  • Convert business requirements into call flow design and scripts that provide routing information to routing clients, meet reporting needs, and provide call data to agent desktops
  • Develop IPCC scripts and produce standard reports
  • Undertake fundamental debugging/fault finding of the IPCC solution
  • Deploy solution and test for acceptance

Course Content

The Cisco IPCC Enterprise PPDIOO workshop is a five-day course for system engineers, consultants and partners who deploy Cisco IP Contact Center (IPCC) solutions. The course is designed to emulate IPCC deployments in a classroom environment.

Students will use a customer business case and, as part of a workgroup, develop and document an IPCC solution to meet the needs of that business case. Students will develop a solution based on the Cisco Systems PPDIOO project methodology: prepare, plan, design, implement, operate, and optimize.

The course provides students with hands-on experience and knowledge of those tasks typically performed during an IPCC deployment. This includes customer needs analysis, deployment planning, configuration and staging, scripting, customer acceptance and troubleshooting.

  • Introduction
  • IPCC technical review (as required)
  • IPCC engagement process and PPDIOO methodology
  • Case study
  • Prepare and plan: customer requirements (discovery and CRD (Customer Requirement Document)
  • Design and implement
  • Operate and optimize
  • Troubleshooting