| Course Description
ICM Product Training Part 1 (ICMPT1) is an instructor-led course presented by training partners to System Engineers and Customers who will be charged with day-to-day interaction with the Cisco ICM product. This is an “introduction” to configuration scripting and reporting for contact centers utilizing the Cisco ICM Solution.
Prerequisites
The knowledge and skills that you must have before attending this course are as follows:
- Microsoft Active Directory
- Microsoft Windows 2003 Server
- Microsoft SQL 2000
- Basic Knowledge of Call Centers
Associated Certifications
Who Should Attend
The primary audience for this course is as follows:
- Middle and Senior Managers, Call Center Managers, Product Managers, Console Operators, Application Developers, Telecom Analysts, and Application Developers
The secondary audience for this course is as follows:
Any other individuals responsible for:
- Designing and Implementing the ICM configuration
- Designing And monitoring ICM scripts
- Designing and generating ICM reports
Number of Days
- 4 Days instructor-led classroom training. (Approx. 7 hours each day.)
Course Objectives
This subtopic provides an overview of how the course is organized. The course contains these components:
- Course Introduction
- Demonstrate an overall understanding of the Cisco ICM system and environment.
- Configure a generic Cisco ICM system using the Configuration Manager tool
- Create several call routing and administrative scripts using the Script Editor tool
- Generate real-time and historical reports using WebView’s standard report templates
Course Outline
Lesson 1: Call Routing Options
This lesson introduces the concept of Call Routing between multiple contact centers and describes the benefits of Cisco’s ICM in this environment.
Upon completing this lesson, you will be able to:
- Describe carrier based call routing in a multi-site contact center environment
- Describe the operation of a private contact center network
- Discuss the benefits of call by call routing in a multi-site environment
- Describe Cisco’s ICM networking solution
Lesson 2: ICM Components
This lesson will provide you with an overview of the components of an ICM system and the role each plays in the functional system.
Upon completing this lesson, you will have an understanding of the individual components of ICM. This ability includes being able to meet these objectives:
- Explain the third party software and operating systems required for the support of ICM
- List the components of an ICM system and explain the role of each
- Discuss the ICM database architecture.
- Explain the meaning of a number of ICM Terms
Lesson 3: ICM Call Routing
ICM can route calls in many different ways. In this lesson we will discuss the different types of ICM Call Routing.
Upon completing this lesson, you will be able to identify the different types of ICM Routing. The Call Flows described in this lesson will explain:
- Basic ICM Call Routing
- ICM Post-Routing
- ICM Pre-Routing
Lesson 4: Configure Boston Contact Center
Using the Configuration Manager tool, this lesson will teach you how to use the Configuration Manager to configure a fully functional ICM Contact Center
Upon completing this lesson, you will be able to use the Configuration Manager to configure the elements of an ICM Contact Center. This ability includes being able to meet these objectives:
- Understand what needs to be configured
- Configure a NIC
- Configure a Peripheral Gateway
- Configure Network Trunk Groups, Trunk Groups and Trunks
- Configure Services and Skill Groups
- Configure Skill Groups as Service Members
- Configure Skill Targets
- Configure Dialed Numbers and Call Types
The lesson includes these activities
- LAB 4-1: Configuring Boston contact Center
Lesson 5: ICM Script Editor
In this lesson you will use the ICM Script Editor to build a simple Routing Script. This script will use the ICM components that you configured in an earlier lesson. After creating the Script you will use Call Tracer to test your Script.
Upon completing this lesson, you will be able to use the Script Editor tool. This ability includes being able to meet these objectives:
- Create a simple Routing Script
- Validate a Script
- Schedule a Routing Script
- Use Call Tracer to test the logic (business rules) of your Script
The lesson includes these activities
Lesson 6: Additional Boston Configuration
In this lesson you will use Configuration Manger and Script Editor to add additional functionality to the Boston Call Center.
Upon completing this lesson, you will be able to add additional functionality to a configuration. This ability includes being able to meet these objectives:
- Add Services and Skill Groups to your configuration.
- Add a Service as a Skill Target
- Use an alternate method of Scheduling a Script
The lesson includes these activities
- LAB 6-1: Additional Boston Configuration
Lesson 7: Advanced Script Editor
In this lesson you will create ICM User accounts and assign allowed functions. You will also create a Feature Control Set and assign the Feature Control Set to a User. After configuring ICM Users, you will demonstrate the User privileges using Quick Edit and Internet Script Editor.
Upon completing this lesson, you will be able to assign allowed or restricted functions to ICM users. This ability includes being able to meet these objectives:
- Add ICM Users.
- Create a Feature Control Set
- Assign a Feature Control Set to an ICM User
- Demonstrate the permissions assigned to users
- Use Quick Edit
- Install and execute Internet Script Editor
The lesson includes these activities
- LAB 7-1: Advanced Script Editor
Lesson 8: Administration Labs
In this lesson you will use various administration tools to make changes to Scripts and Configuration in much the same way that you would in a typical ICM contact center.
Upon completing this lesson, you will be able to perform some of the “housekeeping” procedures using the various ICM tools. This ability includes being able to meet these objectives:
- Import and Export Scripts.
- Use Script Explorer
- Use Script Reference
- Rename Objects
- Delete Objects
The lesson includes these activities
- LAB 8-1: Administrative Labs
Lesson 9: External Database Lookup
In this lesson you will use the ICM to access an external database and write a routing script that enforces business rules.
Upon completing this lesson, you will be able to create a simple routing script using DB Lookup and If Nodes:
- Prerequisite configuration.
- Write simple formulas to test values returned from a database
The lesson includes these activities
- LAB 9-1: External Database Lookup Creation
Lesson 10: Call Variables
In this lesson you will define an Expanded Call Variable and set its value using a Set Node in a routing script.
Upon completing this lesson, you will be able to add Expanded Call Variables. This ability includes being able to meet these objectives:
- Set the value of a variable using a routing script.
- Use Call Tracer to verify the value.
The lesson includes these activities
Lesson 11: Multiple Skill Groups
In this lesson you will configure multiple Skill Groups as a service member. Both Skill Groups and the Service will have a route (Skill Target) You will also learn to script using a CED Node and write a formula to test the value of Minimum Expected Delay
Upon completing this lesson, you will be able to add additional functionality using Configuration Manager and Script Editor. This ability includes being able to meet these objectives:
- Map multiple Skill Groups to a Service.
- Add and set properties for a CED Node
- Write a simple formula
The lesson includes these activities
- LAB 11-1: Multiple Skill Groups
Lesson12: Administrative Scripts
In this lesson you will create an Administrative Script that will set the value of a User Variable. The User Variable will be a “Global” persistent variable that will be used in a Routing Script.
Upon completing this lesson, you will be able to create an Administrative Script. This ability includes being able to meet these objectives:
- Add User Variables.
- Set the Value of User Variable using an Administrative Script
- Test the value of a User Variable in a Routing Script
The lesson includes these activities
- LAB 12-2: Administrative Scripts
Lesson 13: Translation Routing
In this lesson you will use the Translation Route Wizard to create a Translation Route for the Boston Call Center.
Upon completing this lesson, you will be able to use the Translation Route Wizard to create Translation Routes. This ability includes being able to meet these objectives:
- Enable Post-Routing for a Peripheral.
- Add a Translation Route to a Skill Target.
- Use Call Tracer to diagnose a Translation Route.
The lesson includes these activities
- LAB 13-1: Translation Route Wizard
Lesson 14: Adding a Contact Center
In this lesson you will use Configuration Manger and Script Editor to add a new contact center.
Upon completing this lesson, you will be able to add a new contact center. This ability includes being able to meet these objectives:
- Add a new PG and Peripheral.
- Contingencies in Scripting
The lesson includes these activities
- LAB 14-1: Adding a New Contact Center
Lesson 15: Enterprise Services and Skill Groups
In this lesson you will configure Enterprise Services and Skill Groups.
Upon completing this lesson, you will be able to create Enterprise Services and Skill Groups. This ability includes being able to meet these objectives:
- Display Real-Time Data in a Script.
- Use CallGen to generate “call traffic” to be used in reporting
The lesson includes these activities
- LAB 15-1: Enterprise Services and Skill Groups
Lesson 16: WebView
In this lesson you will use WebView to generate reports based on real time and historical data.
Upon completing this lesson, you will be able use WebView. This ability includes being able to meet these objectives:
- Set thresholds and drill downs
- Save favorite reports for later viewing
Hands-on Lab Exercises
- LAB 4-1: Configuring Boston contact Center
- LAB 5-1: Script Editor
- LAB 6-1: Additional Boston Configuration
- LAB 7-1: Advanced Script Editor
- LAB 8-1: Administrative Labs
- LAB 9-1: External Database Lookup Creation
- LAB 11-1: Multiple Skill Groups
- LAB 12-2: Administrative Scripts
- LAB 13-1: Translation Route Wizard
- LAB 14-1: Adding a New Contact Center
- LAB 15-1: Enterprise Services and Skill Groups
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