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ICMBC (Intelligent Contact Manager Boot Camp v7.0)

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.

What You'll Learn

• Configure 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

Who Needs to Attend

This 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, and other personnel who want to meet the ICMPT1 prerequisite to attend IP Contact Center Enterprise (IPCCE) v1.0.

Suggested Prerequisites

• 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

Course Outline

ICMPT1 v7.0

1. Call Routing Concepts

• Call Routing Options

• ICM Components

• ICM Call Routing

2. Boston Contact Center

• Configure Boston Contact Center

• Script Editor

3. Basic Administration

• Additional Boston Configuration

• Advanced Script Editor

• Administration Labs

4. Extended Functions

• External Database Lookup

• Call Variables

• Multiple Skill Groups

5. Administrative Scripts

6. Translation Routing

7. Virtual Contact Center

• Adding A Contact Center

• Enterprise Services and Skill Groups

8. WebView

ICMPT2 v7.0

1. ICM Topology

• ICM Deployment Models

• Network Segmentation

• QOS Requirements

2. Processes

• Functional Description

• Fault Tolerance

3. Classroom Lab Setup

• Before you begin

• Third-Party Software

4. Central Controller

• Domain Manager

• Router

• Logger

5. Admin Workstation and Historical Data Server

• Admin 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