Intelligent Contact Manager Bootcamp ICM Bootcamp

    

Summary:
This course is intended for personnel within the call center environment who will have day-to-day interaction with the Cisco ICM product. ICM Bootcamp is a fast-paced course that combines both Intelligent Contact Manager Part 1 (ICM PT1) and Intelligent Contact Manager Part 2 (ICM PT 2) into a single week of training. The students spend several days performing ICM configurations, basic scripting and basic reporting - building a duplexed ICM system from the ground up to accommodate two geographically dispersed contact centers. The course also spends quality time with installation, troubleshooting of components to include Web View, Internet Script Editor (ISE), Peripheral Gateway (PG) instillation, database schema overview, external database connectivity and configuration, hot fix installation and command line troubleshooting (rttest, opctest, procmon, dumplog).

Duration:
5 Days/Lecture & Lab

Audience:
This course is designed for call center managers, product managers, console operators, telecom analysts, application developers and other individuals responsible for:-Designing, implementation and maintaining the ICM configuration-Designing and monitoring ICM scripts-Designing and generating ICM reports

Topics:

• Call Routing Concepts
• Boston Contact Center
• Basic Administration
• Extended Functions
• Administrative Scripts
• Translation Routing
• Virtual Contact Center
• WebView
• ICM Topology
• Processes
• Classroom Lab Setup
• Central Controller
• Admin Workstation and Historical Data Server
• Device Management Protocol Devices
• Routing Options
• IPCC Express Gateway PG
• Administration Tools

Prerequisites:
To fully benefit from this course, students should have the following prerequisite skills and knowledge: -Familiarity with your call center operations (ACD, network and any IVR implementations)-Working knowledge of MS windows-NT server-Working knowledge of TCP/IP networking

Last Update: February 10, 2012