 This accelerated course combines two complete Cisco courses: Intelligent Contact Management Product Training Part 1 (ICMPT1) and Intelligent Contact Management Product Training Part 2 (ICMPT2). By removing redundant material, extending the teaching days (8 AM to 6 PM), and emphasizing the most important aspects of Cisco′s Intelligent Contact Management (ICM) system, this Boot Camp consolidates 8 days of training into 5 days - maximizing the return on your time out of the office.
In the two-and-a-half-day ICMPT1 portion, you will get an overview of the Cisco ICM system and examine configuration, basic scripting, WebView reporting, Pre-Routing, Post-Routing, and translation routing. In the ICMPT2 portion, which also lasts two and a half days, you′ll get the knowledge and experience you need to install, set up, support, and troubleshoot the ICM. After installing and configuring Cisco ICM software as used in ICMPT1, you′ll use a pre-configured IPCC Express for the second Contact Center and connect it by installing an IPCC Express Gateway PG.
Installation also includes a WebView Server, a Historical Data Server (HDS), and the optional products for Application Gateway and Database Routing. Cisco Support Tools v2.0 will be introduced and installed in class. Using Support Tools
Dashboard utility and various monitoring and testing utilities (the process log files, command line reference, etc.), you will learn to identify, analyze, and diagnose various system alarms and events.
DoelgroepThis intense and fast-paced course is intended for personnel who will implement, configure, and support the Cisco ICM/IPCC Product.
System engineers / Channel Partners / Resellers / Cisco employees / Customers / Deployment engineers
Other personnel who want to meet the ICMPT1 prerequisite to attend IP Contact Center Enterprise (IPCCE) v1.0.
VoorkennisWij adviseren onderstaande voorkennis: - Strong knowledge of MS Windows Server 2003 and TCP/IP networking Familiarity with your call center operations (ACD, Network, and any IVR implementations), Microsoft Windows Server 2003, TCP/IP Networking.
DoelConfigure a generic ICM system using the Configure ICM utility (ICMPT1)
Create several call routing and administrative scripts using the Script Editor utility
Generate real-time and historical ICM reports using standard templates from the WebView utility
Describe ICM system components, functions, and processes
Install the needed third-party software for proper WebView operation
Install the ICM system software in a duplexed Enterprise environment
Use the Cisco Support Tools Dashboard utility and ICM tools for basic system administration and troubleshooting
Identify solution models and their issues
Build an ICM Enterprise (ICMPT2) solution
Install, configure, test, and maintain ICM components for the single-site environment
Formulate and implement ICM call flows and routing scripts
Troubleshoot the ICM solution set
OnderwerpenDe cursus Intelligent Contact Manager Boot Camp v7.0 behandelt de volgende onderwerpen: ICMPT1 v7.0 Call Routing Concepts
Boston Contact Center
Basic Administration
Extended Functions
Administrative Scripts Translation Routing Virtual Contact Center
WebView ICMPT2 v7.0 ICM Topology
Processes
Classroom Lab Setup
Central Controller
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Gerelateerde cursussenIn dezelfde cursusgroep bieden wij óók onderstaande opleidingen aan:
Gedetailleerde onderwerpenlijstHieronder vind u een gedetailleerd overzicht met onderwerpen die in de cursus Intelligent Contact Manager Boot Camp v7.0 behandeld zullen worden:
ICMPT1 v7.0
Call Routing Concepts
- Call Routing Options
- ICM Components
- ICM Call Routing
Boston Contact Center
- Configure Boston Contact Center
- Script Editor
Basic Administration
- Additional Boston Configuration
- Advanced Script Editor
- Administration Labs
Extended Functions
- External Database Lookup
- Call Variables
- Multiple Skill Groups
Administrative Scripts
Translation Routing
Virtual Contact Center
- Adding a Contact Center
- Enterprise Services and Skill Groups
WebView
ICMPT2 v7.0
ICM Topology
- ICM Deployment Models
- Network Segmentation
- QoS Requirements
Processes
- Functional Description
- Fault Tolerance
Classroom Lab Setup
- Before You Begin
- Third-Party Software
Central Controller
- Domain Manager
- Router
- Logger
5. Admin Workstation and Historical Data ServerAdmin Workstation Historical Data Server (HDS)
6. Device Management Protocol Devices Network Interface Controller (NIC) Peripheral Gateway (PG)
7. Routing Options External SQL Database Application Gateway
8. IPCC Express Gateway PG
9. Administration Tools WebView Server Support Tools
Labs ICMPT1
Lab 2-1: Configuring Boston Contact Center
Lab 2-2: Script Editor
Lab 2-3: Additional Boston Configuration
Lab 3-1: Advanced Script Editor
Lab 3-2: Administration Labs
Lab 4-1: External Database Lookup
Lab 4-2: Call Variables
Lab 4-2: Multiple Skill Groups
Lab 5-1: Administrative Script
Lab 6-1: Translation Route Wizard
Lab 7-1: Adding A Contact Center
Lab 7-2: Enterprise Services and Skill Groups
ICMPT2
Lab 3-1: Third-Party Software
Lab 4-1: CallRouter
Lab 4.2: Logger
Lab 5-1: Admin Workstation and Historical Data Server
Lab 6-1: Network Interface Controller
Lab 6-2: Peripheral Gateway
Lab 7-1: External SQL Database
Lab 7-2: Application Gateway
Lab 8-1: Child IPCC Express
Lab 9-1: WebView
Lab 9-2: Support Tools Alle vermelde prijzen zijn onder voorbehoud en exclusief BTW.
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