CISCO Training

  Cisco ICM Product Training Part 2
 
ICMPT2 Course Description

ICM Product Training Part 2 (ICMPT2) 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 course gives you an understanding of the ICM processes, the installation of the ICM system, and performing basic troubleshooting. We will accomplish this by installing the ICM software and introducing ICM Troubleshooting tools.

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

  • None.

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, Processes, and environment
  • Install and configure “generic” Cisco ICM system components including Router, Logger, AW, HDS, NIC, PG, and IPCC Express Gateway PG
  • Create routing options using external SQL database and application gateway
  • Install a WebView Server and monitor the ICM
  • Install and utilize the Support Tools Dashboard for monitoring and troubleshooting

Course Outline

Lesson 1: ICM Deployment Models

In this lesson the ICM Deployment Models, Networks and QoS requirements.

Upon completing this lesson, you will be able to describe the ICM Network topology and basic QoS requirements. This ability includes being able to meet these objectives:

  • Discuss ICM Deployment Models.
  • Discuss ICM Network topologies
  • Discuss basic ICM QoS requirements

Lesson 2:  Functional Description

In this lesson you will become familiar with the ICM processes as well as the “startup” order of the major ICM components. In later lessons you will be configuring a complete contact center after which you will be able to observe these processes as you would in a production environment. These skills will greatly enhance your understanding of the ICM complex and will aid in troubleshooting simple ICM problems.

Upon completing this lesson, you will be able to describe the significant processes of the ICM system. This ability includes being able to meet these objectives:

  • Understand the roles of the different ICM processes.
  • Understand the role of the Node Manager and Node Manager Manager

Lesson 3:  ICM Fault Tolerance

In this lesson you will learn about the fault tolerant architecture of the ICM complex.

Upon completing this lesson, you will understand how the ICM’s fault tolerant mechanisms operate. This ability includes being able to meet these objectives:

  • Understand the basic hot standby and synchronized execution approaches to fault tolerance.

Lesson 4:  Before You Begin Third Party Software

In this lesson you will become familiar with the ICMPT2 Lab setup. You will also review the software that has been pre-installed on the ICM Sprawler. The classroom servers and Virtual Machines have the Operating System pre-installed or setup. You will be installing the software necessary for the ICM and any other options enabled in class. It is important to note that this environment is different from the real world production environment.

In class, you will be installing all of the ICM software on one server called a SPRAWLER. In a real world production environment, you would only install what is necessary for the individual ICM node. As an example, Microsoft SQL Server is installed for the Logger and the Admin Workstation. The Peripheral Gateway will be installed on this same server. In the real world, you would not install SQL server on a PG. The Domain Controller and DNS server would also be installed on separate servers. This SPRAWLER build is for classroom and LAB use only.

Upon completing this lesson, you will be able to explain the ICMPT2 Lab layout. This ability includes being able to meet these objectives:

  • Understand VM machine names and network.
  • Understand what is to be installed/configured and what server to install it on.

The lesson includes these activities

  • LAB 3-1: Third Party Software

Lesson 5:  Domain Manager

In this lesson you will use Domain Manager to configure Active Directory, as well as the elements contained within AD.

Upon completing this lesson, you will be able to describe the supported domain models for ICM Enterprise. This ability includes being able to meet these objectives:

  • Use Domain Manager to create the Root, Facility and Instance Organizational Units.

Lesson 6:  Central Controller Router

In this lesson you will install the ICM CallRouter component. In later lessons, you will be adding additional components to complete the installation of a duplexed Central Controller.

Upon completing this lesson, you will be able to add an ICM CallRouter component to the ICM complex. This ability includes being able to meet these objectives:

  • Understand the various setting used during the setup of the Router component

The lesson includes these activities

  • LAB 6-1: Installation of the CallRouter

Lesson 7:  Central Controller Logger

In this lesson you will install the ICM Logger component. In later lessons, you will be adding additional components to complete the installation of a duplexed Central Controller.

Upon completing this lesson, you will be able to add an ICM Logger component to the ICM complex. This ability includes being able to meet these objectives:

  • Understand the various setting used during the setup of the Logger component

The lesson includes these activities

  • LAB 7-1: Installation of the Logger 

Lesson 8:  Admin Workstation and Historical Data server

In this lesson you will install a Distributor Admin Workstation and Historical Data Server (HDS).

Upon completing this lesson, you will be able to install a Distributor Admin Workstation and Historical Data Server. This ability includes being able to meet these objectives:

  • Understand the procedures required to add an HDS
  • Use ICMDBA to build the HDS database

The lesson includes these activities

  • LAB 8-1: Installation of the Admin Workstation and HDS Server

Lesson 9:  Configuring Generic NIC

In this lesson you will configure a Generic NIC. A generic NIC is meant specifically for the purposes of testing in a lab environment. You will use the Generic NIC as a Routing Client in Call Tracer.

Upon completing this lesson, you will be able to add a Generic NIC. This ability includes being able to meet these objectives:

  • Enable the NIC in the registry
  • Use Configuration Manager to add a Generic NIC
  • Observe the gennic process to verify the NIC configuration

The lesson includes these activities

  • LAB 9-1: Network Interface Controller

Lesson 10:  Add a Peripheral Gateway

In this lesson you will add a Peripheral Gateway to you ICM configuration. This PG will be a configuration only PG, no simulator will be installed. This PG will however demonstrate the processes involved such as connection to the Central Controller and its role in synchronization

Upon completing this lesson, you will be able to add a PG to an ICM complex. This ability includes being able to meet these objectives:

  • Use configuration Manager to configure the PG and determine the Controller IDs assigned to it.
  • Configure a PIM (Peripheral Interface Manager)
  • Observe and describe the ICM processes related to the PG

The lesson includes these activities

  • LAB 10-1: Installation of a Peripheral Gateway 

Lesson 11:  External Database Routing

In this lesson you will create an External Database and use it for Routing decisions.

Upon completing this lesson, you will be able to connect to an External Database and us Configuration Manager to define the properties of the database. This ability includes being able to meet these objectives:

  • Create a Database and a Table in SQL Server
  • Write a simple SQL Query to populate the database and examine the contents
  • Define the Database and its location in Configuration Manager
  • Create a Script that will use the Database for a Routing decision

The lesson includes these activities

  • LAB 11-1: External SQL Database Creation

Lesson12:  Application Gateway

In this lesson you will configure an Application Gateway and use an external application to pass information to a Gateway Node in a Script. The information received from the Application Gateway will be used in a routing decision.
Upon completing this lesson, you will be able to configure an Application Gateway. This ability includes being able to meet these objectives:

  • Add a Custom Application Gateway.
  • Specify the port used by the External Application
  • Use a Gateway Node in a Script to make a routing decision

The lesson includes these activities

  • LAB 12-2: Application Gateway Creation

Lesson 13:  IPCC Express Gateway PG

In this lesson you will add a new IPCC Express Contact Center and install an IPCC Express Gateway PG on IPCC Express.
You will be installing the IPCC Gateway PG on the IPCC Express machine and Scripting for the IPCC Express. This ability includes being able to meet these objectives:

  • Understand the Parent / Child relationship
  • Observe auto configured objects on the ICM.
  • Add Routes to the Skill Groups (CSQ’s)
  • Create a Post-Routing Script to route calls on IPCC Express

The lesson includes these activities

  • LAB 13-1: Child IPCC Express

Lesson 14:  WebView Server

In this lesson you will install the WebView 3rd Party Software and Setup Webview. The 3rd Party Software is a pre-requisite for WebView.

Upon completing this lesson, you will be able to install the 3rd Party Software and Setup WebView on a Distributor Admin Workstation. This ability includes being able to meet these objectives:

  • Create the WebView Database using ICM Setup.
  • Install WebView 3rd Party Software
  • Add the WebView Component
  • Use WebView Event Viewer

The lesson includes these activities

  • LAB 14-1: WebView

Lesson 15:  Support Tools 2.0

In this lesson you will be installing Support Tools 2.0. After completing the installation, you will perform some simple tasks using the Support Tools Dashboard. You will be just “scratching the surface” of the utilities and tests available in Support Tools 2.0
Upon completing this lesson, you will be able install the Support Tools 2.0 Server and Client (Node) components. This ability includes being able to meet these objectives:

  • Run command line tests and utilities from the Support Tools Dashboard
  • Display the properties of systems within the ICM Complex
  • Manage Log Files of systems within the ICM Complex

The lesson includes these activities

  • LAB 15-1: Support Tools 

Hands-on Lab Exercises

  • LAB Lesson   4-1: Third Party Software
  • LAB Lesson   6-1: CallRouter
  • LAB Lesson   7-1: Logger
  • LAB Lesson   8-1: Admin Workstation and Historical Data Server
  • LAB Lesson   9-1: Network Interface Controller
  • LAB Lesson   10-2: Peripheral Gateway
  • LAB Lesson   11-1: External SQL Database
  • LAB Lesson   12-2: Application Gateway
  • LAB Lesson   13-1: Child IPCC Express
  • LAB Lesson   14-1: WebView
  • LAB Lesson   15-1: Support Tools