CISCO Training

  Cisco IP Contact Center Enterprise 1.0
 

IPCCE Course Description

This course is intended for personnel who will implement, configure, and support the Cisco IPCC Enterprise Product but have already attended training on the ICM Product. This course also introduces the new mid-sized company contact center solution known as System IPCC. This course is based on ICM 7.0, CallManager 4.1 and CRS 4.0.

Prerequisites

To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge:

  • Attendance and completion of ICM Product Training (ICM Part 1)
  • Attendance and completion of Cisco IP Telephony Part 1 (CIPT1)
  • Working knowledge of Windows 2003 Server and Windows XP
  • Basic knowledge of SQL Server 2000
  • Recommended attendance and completion of CRSD

Associated Certifications

  • None

Who Should Attend

This course is intended for the following audience:

  • Channel Partner / Reseller, Customer, Employee

Course Objectives

After completing this course, the student will be able to:

  • Explain the IPCC solution concept, components, and interaction of components
  • Identify new features in IPCC 7.0
  • Describe IPCC deployment models and their issues
  • Determining IPCC queing and routing client options
  • Design an System IPCC lab and production system
  • Install, configure, test, and maintain IPCC components
  • Design IPCC call flows
  • Creating IPCC script
  • Use Cisco's standard IPCC deployment tools
  • Troubleshoot the IPCC solution set

Course Outline

  • IP Contact Centers & Routing
  • IPCC Components and Concepts
  • IPCC 7.0 Routing
  • IPCC Deployment Planning
  • Enterprise IPCC vs System IPCC