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Intelligent Contact Manager Bootcamp 7.0 (ICMBC)
5 days Instructor-Led
Course Overview
This 5-day 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).
PrerequisitesThe knowledge and skills a learner must have before attending this course include:
• 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
Who will benefit from this course?
• Designing, implementation and maintaining the ICM configuration
• Designing and monitoring ICM scripts
• Designing and generating ICM reports
Course Objectives:
After completing this course the student should be able to:
• 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, 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
• 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
Course Outline
ICMPT1 7.0
Module 1: Call Routing Concepts
• Call Routing Options
• ICM Components/Call Routing
Module 2: Boston Contact Center
• Configure Boston Contact Center
• Script Editor
Labs
• Configuring Boston Contact Center
• Script Editor
• Additional Boston Configuration
Module 3: Basic Administration
• Additional Boston Configuration
• Advanced Script Editor
• Administration Labs
Labs
• Advanced Script Editor
• Administration Labs
Module 4: Extended Functions
• External Database Lookup
• Call Variables
• Multiple Skill groups
Labs
• External Database Lookup
• Call Variables
• Multiple Skill Groups
Module 5: Administrative Scripts
• Administrative Scripts
Labs
• Administrative Script
Module 6: Translation Routing
• Translation Routing
Labs
• Translation Route Wizard
Module 7: Virtual Contact Center
• Adding a Contact Center
• Enterprise Services and Skill Groups
Labs
• Adding A Contact Center
• Enterprise Services and Skill Groups
Module 8: WebView
• WebView
ICMPT2 7.0
Module 1: ICM Topology
• ICM Deployment Models
• Network Segmentation
• QOS Requirements
Module 2: Processes
• Functional Description
• Fault toleration
Module 3: Classroom Lab Setup
• Before you begin
• Third party software
Labs
• Third Party Software
Module 4: Central Controller
• Domain Manager
• Router
• Logger
Labs
• CallRouter
• Logger
Module 5: Admin Workstation and Historical Data Server
• Admin workstation
• Historical Data Server (HDS)
Labs
• Admin Workstation and Historical Data Server
Module 6: Device Management Protocol Devices
• Network Interface Controller (NIC)
• Peripheral Gateway (PG)
Labs
• Network Interface Controller
• Peripheral Gateway
Module 7: Routing Options
• External SQL Database
• Application Gateway
Labs
• External SQL Database
• Application Gateway
Module 8: IPCC Express Gateway PG
• IPCC Express Gateway PG
Labs
• Child IPCC Express
Module 9: Administration Tools
• WebView Server
• Support Tools
Labs
• WebView
• Support Tools
