IP Communications: IPCC 12-day Boot Camp (ICMPT1 + ICMPT2 + IPCCE) UK Classes & Lessons (Cisco )

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England

Berkshire

Wokingham (RG41) 01/12/08 £ 2,995

Wokingham (RG41) 08/12/08 £ Call

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About this class

This is an accelerated course combining three complete Cisco classes: Intelligent Contact Management Product Training Part 1, Intelligent Contact Management Product Training Part 2, and IP Contact Center Enterprise. By removing redundant material, extending the teaching days, and emphasizing the most important aspects of these technologies, this Boot Camp consolidates 15 days of training into 10 days - maximizing the return on your time out of the office.

Who will the lesson benefit?

This course is intense and fast-paced and is intended for personnel who will implement, configure, and support the Cisco ICM/IPCC Product and already have a working knowledge of Call Manager and CRSD; system engineers, Channel Partner/Resellers, Cisco employees, customers, deployment engineers.

What delegates will learn

Configure a generic ICM system using the Configure ICM utility
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, their functions, and processes that run on the System Components
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
Accurately explain the IPCC solution concept
Identify solution models and their issue
Build an ICM Enterprise, an IPCC Enterprise (IPCCE), and a System IPCC solution
Install, configure, test, and maintain ICM/IPCC components for the single-site environment
Formulate and implement ICM/IPCC call flows and routing scripts
Troubleshoot the ICM/IPCC solution set

What prerequisites are required

Strong knowledge of MS Windows Server 2003 and TCP/IP networking
CIPT1
CRSD
Familiarity with your call center operations (ACD, Network, and any IVR implementations)
CIPT1 (Cisco(R) IP Telephony Part 1)
CRSD (IPCC Express and IP IVR Deployment)

Contents of this class

Week 1

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

WebView

9. ICM Deployment Models

Network Segmentation
QoS Requirements

10. Processes

Functional Description
Fault Tolerance

11. Classroom Lab Setup

Third-Party Software

12. Central Controller

Domain Manager
Router
Logger

13. Admin Workstation and Historical Data Server

Admin Workstation
Historical Data Server (HDS)

14. Device Management Protocol Devices

Network Interface Controller (NIC)
Peripheral Gateway (PG)

15. Routing Options

External SQL Database
Application Gateway

16. IPCC Express Gateway PG

17. Administration Tools

WebView Server
Support Tools

Week 2

1. IPCC Pre-Routing Call Flow

2. IPCC Post Route from CallManager Call Flow

3. Configure CallManager for IPCC

Adding an IP Phone
Adding a User
Adding Additional IP Phones
Configure a Route Point

4. CRS Script Editor

5. Create a CRS Script

Create the CollectDigits.aef Script

6. Configure IPIVR for IPCC

Initial Setup Configuration
Provisioning the JTAPI Provider
JTAPI Call Control Group Configuration
Verifying the CTI Port Associations
Cisco Media Termination Dialog Group Configuration
Uploading Prompts to Repository
Uploading Scripts to Repository
Creating an Application
Configuring the ICM Subsystem

7. ICM Configuration

Configure Network VRU
Configure Network VRU Script
Configure Peripheral Gateway PG1A
Configure IPIVR Network Trunk Group and Trunk Group
Configure a Generic Service for Translation Routes
Configure Agent Desk Setting
Configure Peripheral Gateway PG2A
Configure CM Network Trunk Group and Trunk Group
Configure Skill Group for Presales
Configure Additional Skill Group for Post Sales
Configure an Agent
Configure an Additional Agent
Creating a Supervisor
Creating an Agent Team
Configure a Device Target and Label
Configure Additional Device Target and Label
Configure a Call Type
Configure a Dialed Number
Mapping the Dialed Number to a Call Type

8. ICM Component Installation

Installing Peripheral Gateway PG1A (IPIVR)
Starting Peripheral Gateway PG1A
Install the Cisco JTAPI Plug-in
Installing Peripheral Gateway PG2A (CM)
Installing CTI Gateway CG2A (CTI Server)
Starting the Processes

IP Communications: IPCC 12-day Boot Camp (ICMPT1 + ICMPT2 + IPCCE)