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This course is the 2nd part of ICMPT1 & provides ICM system administrators, maintenance personnel, & Cisco partners the knowledge & experience necessary to install, set up, support & troubleshoot Cisco Intelligent Contact Management Enterprise Edition.


 
Course Outline
This course is the second part of ICMPT1 and provides ICM system administrators, maintenance personnel, and Cisco partners the knowledge and experience necessary to install, set up, support, and troubleshoot the Cisco Intelligent Contact Management Enterprise Edition. This course covers deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance. Students will use a basic design (based on the ICMPT1 class) to create a duplexed ICM Central Controller with two contact centers. Students will build a simple SQL database for use in database routing. Upon installation of the required software, students will set up labs, and using the knowledge from ICMPT1, they will configure and script for their business logic. Monitoring and troubleshooting the lab built during the class will also be of focus. This course is based on ICM Enterprise Release 7.0. Successful completion of ICMPT1 is a mandatory prerequisite. Students are also required to have a strong working knowledge of MS Windows Service 2003 and Active Directory, Call Center operations, MS SQL Server 2000 and TCP/IP Networking. This course is for ICM administrators.
 
Special note Each student has his/her own pod of equipment.

Audience
  • Customers, Channel Partners / Resellers
  • ICM administrators
Skills taught After completing this course the student should be able to:
  • Demonstrate an overall understanding of ICM system and environment.
  • 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
  • Course Introduction
  • Architecture and Deployment
  • Lab Design
  • Lab Software
  • Building an ICM Instance
  • ICM Monitoring and Troubleshooting

Prerequisites & Certificates
Pre-Requisites

ICMPT1 strongly recommended Strong working knowledge of MS Windows Server 2003 and Active Directory Familiarity with your call center operations (ACD, Network, and any IVR implementations) Working knowledge of MS SQL Server 2000 TCP / IP Networking

Certificates offered


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
ARP Technologies
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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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