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 |
