Associated Certifications:
· NONE
Duration:
· 9 day Classroom
Prerequisites:
· Basic knowledge of MS Windows-NT Server
· Familiarity with your call center operations (ACD, Network, and any IVR implementations)
Course Content:
ICMPT 1, Version 7.0 (Cisco ICM Product Training Part 1)
ICMPT 2, Version 7.0 (Cisco ICM Product Training Part 2)
IPCCE, Version 1.0 (IP Contact Center Enterprise)
· Configuration & Scripting
· Reporting & Monitoring
· Blended Agent
· ICM Deployment Planning & ICM Functional Description & ICM 5.0 Third Party Software
· Installing NAMSP Instance
· Configuring NAMSP
· Installing ACME Instance
· Configuring ACME
· Installing BUZCO Instance
· Tools
· IPCC SYNOPSIS
· Hardware Selection
· IPCC Deployment
· Team Roles & Responsibilities
· IPCC Solutions Packages and Ordering Information
· Case Study
· Call and Control Flows
· ICM Central Controller Installation
· Understanding the ICM Software Processes
· Seattle Contact Center Project
· Cisco Application Editor
· Creating an Application
· CallManager as a Routing Client
· IPCC Features
· IPCC Design Consideration
· Final Contact Center Project
Course Objectives:
This Power Workshop is intended for personnel who will implement, configure and support the Cisco IPCC Product. After completing this workshop, students will be able to:
· Accurately explain the IPPC Concept
· Identify solution models and their issues
· Build a 'clean order' for an IPCC Solution
· Design an IPCC Solution using all applicable components
· Install, configure, test and maintain IPCC Components for the single-site environment
· Formulate and implement IPCC Call flows and routing
· Use Cisco's Standard IPCC Deployment Tools
· Troubleshoot the IPCC Solution Set
Who should Attend:
· System Engineers
· Channel Partner/Reseller
· Customers