CISCO Training

ICMPT1

  Cisco ICM Product Training Part 1 (ICMPT1)
 

Who Should Attend

  • Channel Partners/Resellers
  • Customers
  • Employees


Prerequisites 
 

  • Basic knowledge of MS Windows Server 2003
  • Familiarity with your call centre operations (ACD, Network, and any IVR implementations



Course Objectives

After completing this course the delegate will be able to:

  • Demonstrate an overall understanding of the Cisco ICM system and environment
  • Describe the features, functions, and capabilities of ICM
  • Configure a generic ICM system using the Configuration Manager Tool
  • Create several call routing and administrative scripts using the Script Editor tool
  • Generate real-time and historical ICM reports using WebViews standard report templates


Course Content

Cisco Intelligent Contact Manager course provides an understanding of ICM system terminology, features, functions, components, and capabilities. The course provides extensive coverage of ICM configuration, scripting, and tools such as Call Tracer and other ICM Utilities. During the extensive course labs, students add a contact centre, complete configuration, perform contingencies in scripting, and create and use Enterprise Services and Skill Groups. Labs include starting Call Generator and monitoring a script with simulated live data. The course concludes with the reporting capabilities of ICM. WebView is used to launch several different report templates, setting thresholds, performing drilldowns. This course is based on ICM Release7.0.

  • Course Introduction
  • Architecture and Deployment
  • ICM Components and Concepts
  • ICM Options and integration
  • ICM Routing
  • Configuration of Boston Site
  • ICM Script Editor
  • Configuration Labs
  • Database Routing
  • Configuration Labs
  • Translation Routing
  • Adding a Second Site
  • ICM Reporting

Cisco ICM Training, Cisco ICM Courses
ICMPT1 - Part 1

 
 

Who Should Attend 

  • System Engineers


Prerequisites 

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

 

Course Objectives

  • Discuss the operation of the ICM 5 Web Collaboration and Email Manager options
  • Use the Cisco Wizard tools to integrate each of these options with the ICM system
  • Implement and configure the ICM outbound option
  • Perform a number of configuration exercises to demonstrate the operation of the Collaboration Option, Email Manager option, Universal Queue and outbound option


Course Content

This 5-day course is intended for personnel within a multi channel call centre 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.

  • ICM Web Collaboration Option essentials
  • ICM E-Mail Manager essentials
  • ICM Integration essentials
  • ICM Web Collaboration Option
  • Architectural Overview
  • Types of Collaboration
  • System Administration
  • Collaboration Process
  • Agent Details
  • Installation
  • Server Administration
  • Customizing Content
  • Script Builder
  • Agent/Caller Configuration
  • ICM E-Mail Manager Option - Components and Architecture
  • Installation
  • Account Creation
  • System Rules
  • Templates
  • Advanced System Rules
  • Automated Service Levels
  • User configuration
  • Reports
  • ICM Integration Integration Essentials
  • Integration Wizard
  • Media Routing Domains
  • Agent Role Configuration
  • Agent Administration
  • Seamless Request Transfer
  • Media Blender Connectivity
  • Callback Function

Cisco ICM Multichannel Options (ICMMC), Cisco ICM Training Courses.