CISCO Training

ICMPT2

  Cisco ICM Product Training Part 2 (ICMPT2)
 

Who Should Attend

    Channel Partners/Resellers
  • Customers
  • Employees


Prerequisites

    Cisco ICM Product Training Part 1
  • Strong working knowledge of MS Windows Server 2003 and Active Directory
  • Familiarity with your call centre operations (ACD, Network, and any IVR implementations)
  • Working knowledge of MS SQL Server 2000
  • TCP/IP Networking
  • Familiarity with your call centre operations (ACD, Network, and any IVR implementations)
  • Working knowledge of MS SQL Server 2000
  • TCP/IP Networking


Course Objectives

    Demonstrate an overall understanding of ICM system and environment.
  • Demonstrate an overall understanding of ICM Processes
  • Use the ICM tools for basic System Administration and troubleshooting.
  • Install the software for ICM in a duplexed Enterprise ICM environment.
  • Configure and script the ICM to support Business Rules.
  • Perform basic troubleshooting and monitor the ICM system.


Course Content

This course is a follow on to the Cisco ICM Product Training Part 1 (ICMP1) v7.0 and provides ICM system administrators, maintenance personnel, and Cisco partners the knowledge and experience necessary to install, set-up, support, and troubleshoot the Cisco Intelligent Contact Management Enterprise Edition. The course covers deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance. Students will use a basic design (based on the ICMPT1 class) and create a duplexed ICM Central Controller with two contact centres. They will build a simple SQL database for use in database routing. After installing the required software, the students will set up their labs, and using the knowledge gained previously in ICMPT1, 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 discussed. This course is based on ICM Enterprise Release 7.0.

    Course Introduction
  • Architecture and Deployment
  • Lab Design
  • Lab Software
  • Building an ICM Instance
  • ICM Monitoring and Troubleshooting

Cisco ICM Training, Cisco ICM Courses
ICMPT1 - Part 2

 
 

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.