This course is intended for personnel within the call centre environment who will have day-to-day interaction with the ICM product from Cisco. The course combines elements from ICM Product Training (ICMPT Part 1 and 2).
- Course Outline
This course is intended for personnel within the call centre environment who will have day-to-day interaction with the ICM product from Cisco. The course combines elements from ICM Product Training (ICMPT Part 1 and 2). The students focus on ICM configuration, basic scripting, and basic reporting to build a duplexed ICM system from the ground up to accommodate two geographically dispersed Contact Centres. The course also spends quality time with installation and troubleshooting of components to include Web View, Internet Script Editor (ISE), Peripheral Gateway (PG) installation, database schema overview, external database connectivity and configuration, hot fix installation, and command line troubleshooting (rttest, opctest, procmon, dumplog). CCNA is mandatory as a prerequisite. Due to the intense format of the boot camp style course, it is also strongly suggested that students have solid, working knowledge of MS Window-NT Server, TCP/IP networking, and familiarity with call centre operations. This course is designed for Call Centre Managers, product managers, console operators, telecom analysts, application developers, and any personnel responsible for designing, implementing, and maintaining the ICM configuration, designing and monitoring scripts, and designing and generating ICM reports.
Please note that although the course content is categorized as intermediate, the learning tempo/rate of delivery of the course is advanced. Therefore, we recommend that candidates have a solid theoretical foundation as well as considerable practical experience when considering boot camp enrollment.
Audience This is an advanced course designed for Call Center Managers, Product Managers, Console Operators, Telecom Analysts, Application Developers, and other individuals responsible for designing, implementing and maintaining the ICM configuration, designing and monitoring ICM scripts, and designing and generating ICM reports.
Skills taught After completing this course the student should be able to:
• Demonstrate an overall understanding of the Cisco ICM system and environment
• Describe the features, functions, and capabilities of ICM
• Configure a generic ICM system using the Configuration Manager Tool
• Create several call routing and administrative scripts using the Script Editor tool
• Generate real-time and historical ICM reports using WebViews standard report templates
• Demonstrate an overall understanding of ICM Processes
• Use the ICM tools for basic System Administration and troubleshooting.
• Install the software for ICM in a duplexed Enterprise ICM environment.
• Configure and script the ICM to support Business Rules.
• Perform basic troubleshooting and monitor the ICM system.
Course outline • Day 1: Executive Overview. Component, network, and process overview. Installation plan review
• Day 2-4: ICM Configuration, Scripting, Monitoring, and Reporting
• Day 4-5: ICM Installation, maintenance, and troubleshooting techniques
- Prerequisites & Certificates
Suggested: CIPT1 TUC UCCXD
- Cancellation Policy
Public Schedule - Instructor Led Training:
Cancellation notice of 10 (ten) business days is required to cancel a course without penalty. Cancellation of less than 10 (ten) business days prior to the start of the course or non-attendance will result in a charge of 100% of the course cost.
Group (Dedicated) Training: Cancellation notice of 15 (fifteen) days is required to cancel a private course without penalty. Cancellation of less than 15 (fifteen) days will result in a charge of 100% of the private training cost.
Substitutions of enrolled students in scheduled classes are permitted prior to the class start on the first day. ARP's choice of instructor for any course is subject to change.
- Map & Reviews
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