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This course is intended for personnel who will implement, configure, and support the Cisco IPCC Product but have already attended training on the ICM Product. This course is based on ICM 7.0, Call Manager 4.1 (or higher), and CRS 4.0 (or higher).


 
Course Outline
This course is intended for personnel who will implement, configure, and support the Cisco IPCC Product but have already attended training on the ICM Product. This course is based on ICM 7.0, Call Manager 4.1 (or higher), and CRS 4.0 (or higher). We suggest ICMPT1 and ICMPT2, CIPT1, and UCCXD as prerequisites. Students also require a working knowledge of Windows 2003 Server, Windows XP, and SQL Server 2000.

Audience
  • Customers, Channel Partners /Resellers
  • Anyone maintaining or installing Cisco Call Center solutions
Skills taught

After completing this course the student should be able to:
• Explain the IPCC solution concept, components, and interaction of components
• Identify new features in IPCC 7.0
• Describe IPCC deployment models and their issues
• Determining IPCC queing and routing client options
• Design an System IPCC lab and production system
• Install, configure, test, and maintain IPCC components
• Design IPCC call flows
• Creating IPCC script
• Use Cisco's standard IPCC deployment tools 

Course Outline

Volume 1

  • Lesson 1:  IPCC Pre Routing Call Flow
  • Lesson 2:  IPCC Post Route from Call Manager Call Flow
  • Lesson 3:  Configure Call Manager for IPCC
  • Lesson 4:  CRS Script Editor
  • Lesson 5:  Create a CRS Script
  • Lesson 6:  Configure IPIVR and IPCC
  • Lesson 7:  ICM Configuration
  • Lesson 8:  ICM Component Installation
  • Lesson 9:  CTIOS and CTIOS Desktop
  • Lesson 10:  Translation Route Wizard
  • Lesson 11:  ICM Script and Call Tracer 

Volume 2

  • Lesson 1:  System IPCC Installation
  • Lesson 2:  Deployment Wizard
  • Lesson 3:  Post Installation
  • Lesson 4:  Cisco Agent Desktop
  • Lesson 5:  Cisco Desktop Applications Installations
  • Lesson 6:  System IPCC Script
  • Lesson 7:  CAD Workflow
  • Lesson 8:  Cisco Outbound Option
  • Lesson 9:  Cisco Outbound Option Installation

Labs:

  • System IPCC Installation
  • Deployment Wizard
  • Post Installation Configuration
  • IPCC Scripting
  • CAD Workflow
  • Cisco Outbound Option Installation


C• Troubleshoot the IPCC solution set


Prerequisites & Certificates
Pre-Requisites

Suggested ICMPT1 and ICMPT2

Certificates offered

Certificate of Completion


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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